A Study of Criteria for Evaluating the Performance of World Expo Taiwan Pavilion | Science Publications

American Journal of Applied Sciences

Su-Ling Wu¹  Han-Chen Huang¹  Wen-Pang Liao¹  I-Ying Chang¹ 

关键词: Balanced Scorecard;    Delphi Method;    Analytic Hierarchy Process;   

DOI  :  10.3844/ajassp.2015.516.524

学科分类：自然科学（综合）

来源: Science Publications

【 摘 要 】

Under the circumstance of severefund shortage of local governments in Taiwan, an exhibition pavilion’scommitment to inheriting and passing down diverse cultures and the exhibitionpavilion’s business performance grows more important. This study utilizes thebalanced scorecard concept, as proposed by Kaplan and Norton, reviews relevantliterature, uses the Delphi method to gather and systemize opinions of expertsin related fields and designs the “criteria for evaluating the performance ofthe World Expo Taiwan Pavilion”, which have 19 criteria in four dimensions.Furthermore, the Analytic Hierarchy Process (AHP) is performed to calculate the“relative importance of the criteria for evaluating the performance of theWorld Expo Taiwan pavilion” in order to rate its operations strategies inplanning, forecasting, making judgments, distributing resources and determininginvestment portfolios. The results suggest that the relative importance of thefour dimensions of evaluation criteria in descending order is: Financial management(36%), customer service (34%), internal operations (20%) and learning andgrowth (10%). In terms of the relative importance of the 19 evaluationcriteria, criteria with the highest relative importance are: Annual budgetallocation planning (33%), a hygienic and safe environment (40%), reducedoperational issues (40%) and enhancing employees’ foreign language skills(25%). In conclusion, business operations in the World Expo Taiwan Pavilionshould prioritize financial management, improve its various facilities andprovide better customer services in order to have better customer satisfaction.

【 授权许可】

Unknown