A FUZZY BLANNCED SCORECARD APPROACH FOR EVALUATING THE PERFORMANCE OF SERVICES OFFERED BY THE SELECTED GROUP OF HOTELS IN YAZD PROVINCE

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

ZARGHAM HAMID; EBRAHIMI MEHDI; MIRFAKHRADDINI FAEZE S.

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: Tourism Management Studies Year:2013 | Volume:8 | Issue:22 Page(s): 25-50

Download Full-Text

Persian Verion

View:

1,146

Download:

Cites:

Information Journal Paper

Title

A FUZZY BLANNCED SCORECARD APPROACH FOR EVALUATING THE PERFORMANCE OF SERVICES OFFERED BY THE SELECTED GROUP OF HOTELS IN YAZD PROVINCE

Author(s)

ZARGHAM HAMID | EBRAHIMI MEHDI | MIRFAKHRADDINI FAEZE S. | Issue Writer Certificate

Keywords

BALANCED SCORECARDQ2

SERVICES IN HOSPITALITYQ2

MULTIPLE ATTRIBUTE DECISION MAKING (MADM)Q2

Abstract

The aim of this research is to evaluate the performance of hotel services with Fuzzy BSC approach. Identification of the strengths and weaknesses of the hotel services from the financial, costumer, internal procedures, and growth and learning aspects are among the key aims of this research. The other aim of this study is to use the research findings in order to compile and formulate strategies for the survival of hotels in the future.As data gathering tool, this research has made use of questionnaires which were filled by university professors and the hotel managers and senior employees working in Yazd Province’s 3 and above stared hotels. Mixed BSC / FANP / FTOPSIS approach was used in order to evaluate the service provided in the hotels. Additionally, the critical indices of hotel performance were identified via the ratio of importance-performance and Pareto rule. Results manifest that the service provided in the selected hotels are desirable in the costumer and internal procedures aspects; while the hotels have weak performance in both financial, and growth and learning aspects. Also, eight components of hotel service performance assessment (including: uniqueness of the hotels’ services, capital return, room occupancy rate, employee productivity, effective usage of marketing information by the staff, bilateral relationship with costumers, ratio of net interest to total income and new servicing procedure) were identified as the critical indices of success. The costumer and internal procedure aspects were proved to be in the first and fourth place of importance respectively.

Cites

FACTORS INFLUENCING THE REALIZATION OF THE GREEN SUPPLY CHAIN IN IRAN’S TOURISM INDUSTRY

References

Cite

APA: Copy

ZARGHAM, HAMID, EBRAHIMI, MEHDI, & MIRFAKHRADDINI, FAEZE S.. (2013). A FUZZY BLANNCED SCORECARD APPROACH FOR EVALUATING THE PERFORMANCE OF SERVICES OFFERED BY THE SELECTED GROUP OF HOTELS IN YAZD PROVINCE. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), 8(22), 25-50. SID. https://sid.ir/paper/202673/en

Vancouver: Copy

ZARGHAM HAMID, EBRAHIMI MEHDI, MIRFAKHRADDINI FAEZE S.. A FUZZY BLANNCED SCORECARD APPROACH FOR EVALUATING THE PERFORMANCE OF SERVICES OFFERED BY THE SELECTED GROUP OF HOTELS IN YAZD PROVINCE. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES)[Internet]. 2013;8(22):25-50. Available from: https://sid.ir/paper/202673/en

IEEE: Copy

HAMID ZARGHAM, MEHDI EBRAHIMI, and FAEZE S. MIRFAKHRADDINI, “A FUZZY BLANNCED SCORECARD APPROACH FOR EVALUATING THE PERFORMANCE OF SERVICES OFFERED BY THE SELECTED GROUP OF HOTELS IN YAZD PROVINCE,” TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), vol. 8, no. 22, pp. 25–50, 2013, [Online]. Available: https://sid.ir/paper/202673/en

Related Journal Papers