The use of the Balanced Scorecard as a strategic management tool to mitigate cyberfraud in the South African banking industry

The main objective of this study is to employ the four perspectives of the Balanced Scorecard (BSC) for the analysis of cyberfraud in the South African Banking industry. In addition, this study develops a BSC strategic management control framework for mitigating the effect of cyberfraud in the South African Banking industry. To achieve these objectives, a qualitative approach involving the use of a structured questionnaire for data collection was used. The structured questionnaire made available to the staff of 17 licensed banks in South Africa in charge of management, administration and operations sections. Then the four perspectives of BSC i.e., the financial, internal business processes, customer as well as learning and growth perspectives were captured. The analysis of the responses obtained from primary data was carried out using a bar chart, and this led to the development of a BSC strategic management control framework for mitigating the effects of cyberfraud. The findings from this study show that the customer perspective, has 90.47% percent response from the indicators followed by learning and growth which relates to the employees (85.71%). The internal business processes are ranked in the third position with 57.26% while the financial perspective has the least with a percent response of 39.97%. This implies that the South African banking sector pays more attention to the non-financial than the financial measures. The implementation of the proposed BSC framework may help to promote cyberfraud reduction, improve management control systems, performance measurements, as well as customers' and shareholders’ satisfaction.