Assessing the balanced scorecard as a performance measurement system in travel agencies

Abstract EN

The balanced scorecard (BSC) has gained its popularity as a performance measurement system in all sectors, such as manufacturing and services.

The BSC is built upon four main areas, respectively; learning and growth, internal business process, customer and financial perspectives.

The key objective of this research is to examine the applicability of the BSC as a tool for performance measurement at travel agencies in Egypt.

The literature introduces the definitions of BSC, its benefits and limitations.

The study is exploratory in nature, utilizing online structured questionnaire which is directed to tourism managers.

A sample size of (86) managers has been introduced in this research.

The main findings of the practical study revealed that even though the BSC measures have been used extensively in the travel agencies, the respondents' managers weren't aware of the BSC concept.

That result clarifies that there isn't a relationship between using the measures of BSC and the awareness of that concept.

The study also identified the key challenges that could face travel agencies when implementing BSC