A Study of Criteria for Evaluating the Performance of World Expo Taiwan Pavilion
Han-Chen Huang, I-Ying Chang, Su-Ling Wu and Wen-Pang Liao
DOI : 10.3844/ajassp.2015.516.524
American Journal of Applied Sciences
Volume 12, Issue 7
Under the circumstance of severe fund shortage of local governments in Taiwan, an exhibition pavilionâs commitment to inheriting and passing down diverse cultures and the exhibition pavilionâs business performance grows more important. This study utilizes the balanced scorecard concept, as proposed by Kaplan and Norton, reviews relevant literature, uses the Delphi method to gather and systemize opinions of experts in related fields and designs the âcriteria for evaluating the performance of the World Expo Taiwan Pavilionâ, which have 19 criteria in four dimensions. Furthermore, the Analytic Hierarchy Process (AHP) is performed to calculate the ârelative importance of the criteria for evaluating the performance of the World Expo Taiwan pavilionâ in order to rate its operations strategies in planning, forecasting, making judgments, distributing resources and determining investment portfolios. The results suggest that the relative importance of the four dimensions of evaluation criteria in descending order is: Financial management (36%), customer service (34%), internal operations (20%) and learning and growth (10%). In terms of the relative importance of the 19 evaluation criteria, criteria with the highest relative importance are: Annual budget allocation planning (33%), a hygienic and safe environment (40%), reduced operational issues (40%) and enhancing employeesâ foreign language skills (25%). In conclusion, business operations in the World Expo Taiwan Pavilion should prioritize financial management, improve its various facilities and provide better customer services in order to have better customer satisfaction.
© 2015 Han-Chen Huang, I-Ying Chang, Su-Ling Wu and Wen-Pang Liao. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.