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Title: Efficiency and effectiveness evaluation model - The case of international tourist hotel in Taiwan
Authors: Hsu, ShihMing;Chen, H.-C.
Contributors: 資管系
Keywords: Customer need;Effectiveness;Effectiveness evaluation;Operational efficiencies;Customer satisfaction;Data handling;Hotels;Linear programming;Sales;Data envelopment analysis
Date: 2010
Issue Date: 2015-06-10 12:41:36 (UTC+8)
Abstract: Most of the researches discussed the evaluation of hotel performance emphasized the operational efficiency and resources usage. The discussions about the ability to fulfill customer needs and to increase utilization of the services provided by a hotel are relatively rare. This study applies Data Envelopment Analysis (DEA) model to evaluate both efficiency and effectiveness of the international tourism hotels (ITHs) in Taiwan. The results show that there are 17 ITHs have reached efficiency and 7 ITHs have reached effectiveness during 2008. However, there are only 5 ITHs have achieved efficiency and effectiveness at the same time. The results may suggest that the ITHs care more about the utilization of resources, however, the services provided by ITHs did not been fully used by their customers. Therefore, the ITHs should pay more attentions on their customer needs and further provide services that fit customer needs. ©2010 IEEE.
Relation: 2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10, 2010, 論文編號 5530152, Pages 705-710
Data Type: conference
DOI 連結: http;//
Appears in Collections:[資訊管理學系] 會議論文

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