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177907

Strategic Performance Measurement and Balanced Scorecard Approach in Egyptian Travel Agencies: A Proposed Empirical Model

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Last updated: 04 Jan 2025

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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.

DOI

10.21608/ijthm.2021.177907

Keywords

Balanced Scorecard (BSC), BSC Perspectives, Egyptian Travel Agencies, strategy maps, Strategic Performance Measurement

Authors

First Name

Fakhory

Last Name

Ayoub

MiddleName

Shohdy

Affiliation

Faculty of Tourism and Hotels, Luxor University, Egypt

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Orcid

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First Name

Sabreen

Last Name

Abd Eljalil

MiddleName

Gaber

Affiliation

Faculty of Tourism and Hotels, Luxor University, Egypt

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Orcid

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First Name

Wafaa

Last Name

Elias

MiddleName

Ahmed

Affiliation

Faculty of Tourism and Hotels, Minia University, Egypt

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Volume

4

Article Issue

1

Related Issue

25738

Issue Date

2021-06-01

Receive Date

2021-01-19

Publish Date

2021-06-01

Page Start

1

Page End

28

Print ISSN

2535-2318

Online ISSN

2682-3632

Article File

IJTHM_Volume 4_Issue 1_Pages 1-28.pdf

PDF . 1.3MB

Link

https://ijthm.journals.ekb.eg/article_177907.html

Detail API

https://ijthm.journals.ekb.eg/service?article_code=177907

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Journal

Publication Title

International Journal of Tourism and Hospitality Management

Publication Link

https://ijthm.journals.ekb.eg/

MainTitle

Strategic Performance Measurement and Balanced Scorecard Approach in Egyptian Travel Agencies: A Proposed Empirical Model

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Article

Created At

22 Jan 2023