Strategic Performance Measurement and Balanced Scorecard Approach in Egyptian Travel Agencies: A Proposed Empirical Model | ||
| International Journal of Tourism and Hospitality Management | ||
| Article 1, Volume 4, Issue 1, June 2021, Pages 1-28 PDF (1.21 M) | ||
| DOI: 10.21608/ijthm.2021.177907 | ||
| Authors | ||
| Fakhory Shohdy Ayoub1; Sabreen Gaber Abd Eljalil1; Wafaa Ahmed Elias2 | ||
| 1Faculty of Tourism and Hotels, Luxor University, Egypt | ||
| 2Faculty of Tourism and Hotels, Minia University, Egypt | ||
| Abstract | ||
| Given the changing nature of the tourism industry, Egyptian travel agencies need to sophisticated performance measurement systems. The Balanced Scorecard (BSC) is a tool that helps organizations achieve excellence in their performance and improve their financial results. This paper contributes to a deep understanding of the BSC and its application in Egyptian travel agencies. The purpose of this paper is to clarify the importance of BSC perspectives for achieving the desired financial results. Furthermore, the research shows that social responsibility contributes to financial performance improvement and achieves customer satisfaction, reputation, and competitive advantage. Three hundred questionnaire forms were collected from travel agencies managers. Besides, ten interviews were conducted with tourism experts to provide a deep understanding of the BSC perspectives application. The Statistical Package for Social Sciences (SPSS) version 26 was used for analyzing data. The final results reported that the BSC and its perspectives are applicable inEgyptian travel agenciesunknowingly. There is the direct and indirect causal effect of the learning and innovation perspective, internal processes perspective, social responsibility perspective, and customer perspective on the financial perspective. Finally, the research proposed a new model for adopting the BSC as a tool for Strategic Performance Measurement (SPM). The paper recommends that Egyptian travel agencies need to establish a dedicated team to assess the importance and benefits of adopting the BSC model. Moreovere, it needs to integrate the social responsibility perspective with other BSC perspectives for achieving the customer's satisfaction, the quality, and the competitive advantage. | ||
| Keywords | ||
| Balanced Scorecard (BSC); BSC Perspectives; Egyptian travel agencies; Strategy Maps; Strategic Performance Measurement | ||
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