Performance Indicators of Clients’ Perspective from Balanced Scorecard: The Strategic Maps Design Used for a Leasing Company

Author:Alina CHIŢU, Ph. D. Student; Mădălina Elena OPRIŞ, Ph. D. Student

JEL:G23, C31

DOI:

Keywords:balanced scorecard, DEMATEL, client, performance

Abstract:
The client is a multifaceted economic category, whose existence generates distinct managerial priorities with a massive impact on the organization. The company needs to develop the relationships that they have with consumers and in order to measure them they use performance indicators.\r\nThe method used in the analysis is DEMATEL, a special method for multiple decisions that explores the complex causal relationships between indicators. The purpose of this study is to present the importance of performance indicators of client’s perspective from balanced scorecard in a leasing company.\r\n

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