Performance evaluation and importance–performance analysis of universities based on the BSC-AHP in fuzzy environment

The Balanced Scorecard (BSC) framework, encompassing the Financial, Customer, Internal Process, and Learning and Growth perspectives, serves as a vital approach for evaluating strategic performance in educational institutions. However, research addressing uncertainties in decision-making within this context remains sparse. This study seeks to bridge this gap by integrating the fuzzy Analytical Hierarchy Process (AHP) with the BSC to effectively quantify the weights of various criteria and sub-criteria relevant to university performance assessment. Through a comprehensive literature review and consultations with experts, key performance indicators specific to higher education institutions were identified. The research further analyzes the relative significance of these indicators across the BSC perspectives and assesses the current performance standing of selected universities. Additionally, an importance-performance analysis and radar chart visualization are employed as business intelligence tools to illustrate the strengths and weaknesses of the institutions, highlighting opportunities for potential enhancements.