Measuring the Balanced Scorecard in Saudi Arabian Banks

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MEASURING THE BALANCED SCORECARD IN SAUDI ARABIAN BANKS

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MEASURING THE BALANCED SCORECARD IN SAUDI ARABIAN BANKS

ABSTRACT

ABSTRACT
The purpose of this paper is to measure the Balanced Scorecard in Saudi Arabian banks. More specifically, the research examines the performance in three different banks and would the Balanced Scorecard improve the productivity. Having critically reviewed the debate on how best to performance measurement, the Balanced Scorecard instrument developed by Kaplan and Norton is selected as the most appropriate tool in measuring the performance. The main part of this project is based on the annual report for each bank and a survey carried out in banks as well as the analysis and discussion of the results. Based on the results analysis, the emerging strengths and weaknesses of the banks are discussed, followed by a sequence of recommendations as to how Saudi banks could improve in areas that are not up to the market and consumer's expectations. The various insights gained and the suggestions put forward should result in an improvement in the Balanced Scorecard at Saudi banks.

MEASURING THE BALANCED SCORECARD IN SAUDI ARABIAN BANKS

by

2005

Dissertation submitted to the Bradford University School of Management in partial fulfilment of the requirements of the degree of Masters of Art in Finance, Accounting and Management.

PREFACE
In today's highly competitive business environment, the notion of performance measurement has become increasingly important for all types of organisations. This is due to the fact that service and product quality are the means of establishing customer satisfaction levels. Customer satisfaction, in turn, is achieved through a thorough understanding and appreciation of the customer needs and is crucial to firms if they are to obtain repeat business and generate positive word of mouth communication. Moreover, understanding customer needs as the basis of the design of a new service concept, which is different from competitive offerings, is highly appreciated by target customers and therefore creates a differential advantage. The literature suggests that a growing importance is placed on the measurement of Balanced Scorecard and this importance is reflected in this project. Knowing how consumers perceive the quality of products and services and how those perceptions affect consumers' purchase decisions is also an issue the importance of which is further explored in this research. The project went well with the full support from three different banks on the market, providing me with all the necessary material. I am also grateful to Dr. Mohammad Hudaib, my supervisor at Bradford University School of Management, for his speedy replies, all his support and stimulating insights and discussions. Finally, I would like to dedicate this project to my parents and for all my brothers and sisters; I would like to say big thanks to them for their continuing and enthusiastic encouragement for me to end this important stage in my life. Thanks for the love, care and great upbringing.

STATEMENT OF AUTHENTICITY

I have read the University Regulations relating to the plagiarism and certify that this dissertation is all my own work and does not contain any unacknowledged work from any other sources.

Signed:

Date: 5/3/2006

WORD COUNT:18,653

1.CHAPTER ONE: THE INTRODUCTION1
1.1INTRODUCTION5
1.2BACKGROUND OF RESEARCH5
1.3SAUDI BANKS INTRODUCTION6
1.4RESEARCH OBJECTIVES7
1.5RESEARCH QUESTIONS8
1.6SCOPE OF STUDY8
1.7OVERVIEW OF RESEARCH METHODOLOGY8
1.8RESEARCH STRUCTURE9
1.9IMPORTANCE OF THE RESEARCH10
1.10SUMMARY11
2.CHAPTER TWO: SAUDI ARABIA ECONOMY12
2.1INTRODUCTION12
2.2SAUDI ARABIA OVERVIEW ECONOMY12
2.3THE OIL SECTOR14
2.4THE NON-OIL SECTOR15
2.5THE FISCAL BUDGET16
2.6TREAD AND BALANCE OF PAYMENT16
2.7SAUDI BANKING SECTOR17
2.8JOINING THE WORLD TRADE ORGANISATION (WTO)19
2.9...
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