Abstract
With the ever-rising cost of doing business and increased competition, many hotels have experienced financial difficulties resultant from a gradual decline in profit and market share. Since the financial health of the hotel affects its investment capability in constantly improving customer services, the service performance and the subsequent competitiveness of the hotel often reflect its financial efficiency. As such, there is a growing need to assess the financial efficiency of the hotel in comparison with its competitors. To meet such a need, this paper proposes a data envelopment analysis (DEA) that develops a meaningful set of benchmarks that will dictate best practices and form a successful hotel business model. Using the examples of 31 luxury and budget hotels in Korea, this paper illustrates the usefulness of DEA for the continuous improvement of hotel business practices.
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