THE EXTENT OF THE POSSIBILITY OF IMPLEMENTING BALANCED SCORECARD TO EVALUATE THE PERFORMANCE OF LIBYAN AIRLINES COMPANIES

Abstract

The study aims to identify the extent of the possibility of implementing different perspectives of Balanced Scorecard (BSc) to evaluate the performance in Libyan Airlines companies. A questionnaire was distributed to the study sample which included the member's board of directors, consultants, executives, financial managers, directors of administrations, heads of offices, head of departments, and financial department staff in Libyan Airlines companies.  The study found that there is a possibility of implementing a Balanced Scorecard (BSc) to evaluate the performance of Libyan Airlines companies with its five dimensions (Financial, Customer, Internal Business Process, Learning and Growth, and Social). In addition, Libyan Airlines companies do not deal with customer complaints in a positive and constructive manner. Moreover, Libyan Airlines companies do not have sufficient capacity to determine the needs of the market. Furthermore, they do not encourage their employees to volunteer in community service as well as they do not contribute to solving unemployment problems. The study concluded with some recommendations that may help Libyan Airlines companies adopting the implementation of a Balanced Scorecard.