A port performance measurement approach using a sustainability balanced scorecard based on stakeholders' expectations

This study aimed to integrate stakeholder theory into developing port performance management systems through the sustainable balanced scorecard (SBSC), which represents and reflects different stakeholders' expectations in hybrid organizations, such as port communities. The study developed an integrated stakeholder-based framework for global performance measurement, ensuring a balance between the SBSC performance indicators and stakeholders' consensus. Fifty-seven port performance indicators (PPIs) selected from the literature were categorized into six SBSC dimensions and assessed by 41 stakeholders in the Port of Rades using the failure mode and effects analysis (FMEA) technique. The framework fully considered the stakeholders' perceptions, expectations, and satisfaction levels. Prioritizing the PPIs using an indicator priority number, inspired by the risk priority number approach of FMEA, fostered an effective balance between the performance dimensions in the SBSC. The developed framework can help port authorities reach a consensus on the most important strategic priorities, align port stakeholders' expectations, prioritize their improvement actions, and gain a significant competitive advantage. The participative approach enabled by the integration of stakeholder theory promotes the effective use of global performance measurement systems. Emphasizing the governance and environmental dimensions of the SBSC contributes to enhancing port competitiveness.