Measuring the performance of hotels comparatively with Balanced Scorecard

Thesis Type: Postgraduate

Institution Of The Thesis: Akdeniz University, Institute of Social Sciences, -, Turkey

Approval Date: 2021

Thesis Language: Turkish


Supervisor: Vedat Yiğitoğlu


The main purpose of this thesis is to comparatively reveal the performances of different large-scale hotels with the Balance Scorecard (BSC), which is one of the multidimensional performance measurement methods. As the performance dimensions, five basic dimensions as financial, customer, internal processes, learning-growth and employees are taken into consideration. Research data was collected through face-to-face interviews with senior managers of 18 different hotels in January 2021. Descriptive statistical methods were used in the analysis of the data. According to the analysis that performed with the Microsoft Excel Program on the operating results of 2020, the financial performance and customer performance averages of the relevant 18 hotels were found approximately as -35%, the internal process performance average was found as -39% the learning-growth performance was found as -51% and the employee performance average was found as -10%. In addition, while the two hotels with positive financial performance was O7 (42%) and O5 (9%), the only hotel with positive customer performance was O16 (3%). When it was considered in terms of internal processes O10 (67%), O7 (55%) and O14 (2%) hotels have provided positive performance, respectively. In the learning-growth dimension, all hotels have fallen short of their objectives and there weren’t any hotels with positive performance. When it is evaluated in terms of employees dimension it was precipitated that the hotels that reveal the highest performance within the five hotels that have positive performances were O18 (21%), O13 (15%) respectively. When the weighted performance results of the hotels were examined, it has been determined that the average success rate is approximately -32%. When the five main dimensions were considered together, although there was no hotel with a positive performance, it was determined that the hotels with the relatively better performance were O5 (-15%) and O7 (-20%), while the worst were O13 (-60%) and O18 (-51%). The results have revealed that the COVID-19 process had serious negative effects on the overall performance of hotels.