在线旅行服务企业战略绩效评价体系研究

本研究采用深度访谈法搜集数据,利用内容分析法构建了在线旅行服务企业战略绩效评价维度和指标,运用层次分析法和模糊综合评价法构建了在线旅行服务企业战略绩效综合评价体系。首先,将在线旅行服务企业战略绩效评价体系分为6个一级指标、16个二级指标和34个三级指标,财务状况、市场地位、产品质量、服务质量、员工关系和社会责任6个维度为一级指标;其次,运用层次分析法确定了各一级和二级评价指标的权重系数,其中财务状况的权重最高,随后依次是市场地位、产品质量、服务质量、员工关系和社会责任;最后,利用模糊综合评价法构建了在线旅行服务企业战略绩效综合评价体系模型。本研究在理论上丰富了在线旅行服务企业战略绩效管理的研究内容和理论,也为未来的实证研究提供了可靠和操作性强的战略绩效评价工具。

Research on Strategic Performance Evaluation System of Online Travel Service Enterprises

This research utilizes the in-depth interview method to collect data, uses the content analysis method to construct the dimensions and indicators of the strategic performance evaluation of online travel service enterprises, and applies hierarchical analysis method and the fuzzy comprehensive evaluation method to construct a comprehensive evaluation system for the strategic performance of online travel service enterprises. First of all, the strategic performance evaluation system of online travel service enterprises is divided into 6 first-level indicators, 16 second-level indicators and 34 third-level indicators.The six dimensions of financial status, market position, service quality, product quality, employee relationship and social responsibility are the first-level evaluation indicators. Secondly, the hierarchical analysis method is used to determine the weight coefficient of each primary and secondary evaluation index, among which the weight of financial status is the highest, followed by market status, product quality, service quality, employee relationship and social responsibility. Finally, a comprehensive evaluation system model of online travel service enterprise strategic performance is constructed by using fuzzy comprehensive evaluation method. This study theoretically enriches the research content and theory of the strategic performance management of online travel service enterprises, and also provides a reliable and operational strategic performance evaluation tool for the future empirical research.