Prioritisation of Key Performance Indicators in an Evaluation Framework for Determining the Economic Value and Effectiveness of Internet Room Diagramming Solutions by the Application of AHP

Kuan-Wen Lin (), Andrew J. Frew () and Joe Goldblatt ()
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Kuan-Wen Lin: Queen Margaret University
Andrew J. Frew: Queen Margaret University
Joe Goldblatt: Queen Margaret University

A chapter in Information and Communication Technologies in Tourism 2014, 2013, pp 733-745 from Springer

Abstract: Abstract Previous studies suggest the effectiveness of eBusiness applications such as Room Diagramming Solutions could be monitored through a hierarchical evaluation framework in the post-adoption stage. However, an evaluation model should not only indicate what is important to be measured but also each measurement should be weighted. This study uses an Analytic Hierarchy Process survey conducted with venue operators in the U.S. chain hotel systems for generation of the priorities and weightings of the criteria which had been previously identified. Perceived stakeholder and social pressure was weighted as the most important indicator. Information and Communication Technologies impact on customer satisfaction was considered with high priority, and which echoes relevant research. The criteria prioritised could be adopted to conduct further research concerning performance measurements such as the ICT Balanced Scorecard for strategic management. The research approaches used could also be applied to performance measurements for innovative ICT applications such as social media.

Keywords: ICT impact; Meetings and events; Room diagrams; ICT effectiveness; AHP (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-03973-2_53

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DOI: 10.1007/978-3-319-03973-2_53

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