여행상품 기획을 위한 서울시내 특1급 호텔의 핵심성과지표(KPI)에 대한 우선순위 및 가중치 개발

The Development on Significancy and Priority of KPI in the Super Deluxe Hotel Business in Seoul Korea for Travel Product Planning

The Hotel Business being an Intangible Service Industry requires measurement in intangible values. By these measurements the limited capitals should be selected and invested to differentiate itself from competitors and secure competitiveness. Currently, there are items for evaluating the present, future, and past of the Hotel Business, however no academically established priority of the items. The purpose of this research, a follow-up research of Kim, Dea-Kwan, Kim, Hak-Jun & Park, Yang-Woo(2009), “A Study on the Development of KPI in the Super Deluxe Hotel Business in Seoul Korea Using BSC”, is development on significancy and priority of KPI in the Super Deluxe Hotel Business in Seoul Korea for travel product planning. As a result of the study, Financial Perspective was understood to be most important, next Customer Perspective, Internal Process, and lastly the Learning and Growth Perspective. KPI’s priority consists of customer satisfaction measurement in first place with a significant rate of 0.145. Next, following up was operating profit to sales ratio of sales and achievement ratio of operating profit. The results implicate that in the Super Deluxe Hotel Business in Seoul Korea the business strategy should select and invest in limited capitals by investing in the increased customer satisfaction measurement and corresponding to the Needs and Wants of the customer to increase customer satisfaction measurement.