Volume 28, Issue 3 (12-2025)
jha 2025, 28(3): 109-124 |
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Panahi S, Ansari N, Hosseini Ghahjavarestani A, Ansari M. Performance evaluation of the central libraries and information centers at the Iranian universities of medical sciences using the balanced scorecard model. jha 2025; 28 (3) :109-124
URL: http://jha.iums.ac.ir/article-1-4691-en.html
URL: http://jha.iums.ac.ir/article-1-4691-en.html
1- Department of Medical Library and Information Sciences, School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran.
2- Department of Medical Library and Information Sciences, School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran. & Student Research Committee, Iran University of Medical Sciences, Tehran, Iran & Scientometrics Center, Vice Chancellor for Research and Technology, Kurdistan University of Medical Sciences, Sanandaj, Iran. ,masomehansari@gmail.com
2- Department of Medical Library and Information Sciences, School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran. & Student Research Committee, Iran University of Medical Sciences, Tehran, Iran & Scientometrics Center, Vice Chancellor for Research and Technology, Kurdistan University of Medical Sciences, Sanandaj, Iran. ,
Abstract: (190 Views)
Introduction: Evaluating organizational performance is vital for strategic planning and decision-making. University libraries, particularly in medical sciences, play a key role in providing up-to-date knowledge and therefore must be assessed. This study applied the balanced scorecard (BSC) method to evaluate the performance of central libraries in Iranian medical universities.
Methods: This quantitative and descriptive study, conducted in 2024, surveyed 136 librarians and all managers of central libraries at Iranian medical universities. Two self-reported questionnaires, based on Kaplan and Norton’s balanced scorecard, were developed for employees and managers, respectively. Validity was confirmed by 10 experts in librarianship, and reliability was assessed using Cronbach's alpha. Questionnaires were distributed via email, with follow-up reminder emails and occasional phone calls. Data were analyzed using descriptive statistics (frequencies and means) and inferential tests (one-sample and independent t-tests).
Results: A significant difference was observed (P = 0.001) between managers’ and employees’ views across four balanced scorecard dimensions. Managers scored higher in financial performance and customer satisfaction, while employees rated internal processes and learning and growth dimentions more positively. Performance rankings varied among universities: Hormozgan University of Medical Sciences excelled in “financial metrics”, and Fars University of Medical Sciences led in “customer satisfaction”, “internal processes” and “learning and growth” dimensions.
Conclusion: Both staff and managers viewed library performance as overall unsatisfactory. Applying the balanced scorecard model is essential for improving service quality, boosting user satisfaction, and fostering transparency and innovation in Iran’s medical university libraries.
Methods: This quantitative and descriptive study, conducted in 2024, surveyed 136 librarians and all managers of central libraries at Iranian medical universities. Two self-reported questionnaires, based on Kaplan and Norton’s balanced scorecard, were developed for employees and managers, respectively. Validity was confirmed by 10 experts in librarianship, and reliability was assessed using Cronbach's alpha. Questionnaires were distributed via email, with follow-up reminder emails and occasional phone calls. Data were analyzed using descriptive statistics (frequencies and means) and inferential tests (one-sample and independent t-tests).
Results: A significant difference was observed (P = 0.001) between managers’ and employees’ views across four balanced scorecard dimensions. Managers scored higher in financial performance and customer satisfaction, while employees rated internal processes and learning and growth dimentions more positively. Performance rankings varied among universities: Hormozgan University of Medical Sciences excelled in “financial metrics”, and Fars University of Medical Sciences led in “customer satisfaction”, “internal processes” and “learning and growth” dimensions.
Conclusion: Both staff and managers viewed library performance as overall unsatisfactory. Applying the balanced scorecard model is essential for improving service quality, boosting user satisfaction, and fostering transparency and innovation in Iran’s medical university libraries.
Keywords: performance assessment, library, balanced scorecard model, University of Medical Sciences, Iran.
Type of Study: Research |
Subject:
Medical Librarianship and Information Science
Received: 2025/08/29 | Accepted: 2025/11/27 | Published: 2025/12/9
Received: 2025/08/29 | Accepted: 2025/11/27 | Published: 2025/12/9
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