Integrated Performance Measurement of Local Hotels in the Context of a Global Tourism Destination: A Case Study of Samui Island, Thailand

Abstract

This is a qualitative study with the objective to search for the patterns and directions in an integrated performance measurement of local hotels through secondary data from existing research collections and primary data from personal in-depth interviews with 12 local hotel administrators in the global tourism destination of Samui Island, Thailand. In this study, we found that the performance measurement of local hotel businesses on Samui Island, Thailand, a global tourism destination, was composed of various components. Each component was integrated; the performance measurements of each component are not undertaken separately. The financial aspect is not the sole focal component; rather, it is connected to other aspects, i.e., the operation and stakeholder relationship. The financial aspect of the local hotels, on the other hand, includes measurements of income and return on investment. In addition, the operation of the businesses emphasises the satisfaction with the customer service, while the stakeholder relationship stresses customer loyalty. Importantly, a sense of ownership on the part of the personnel, trust in their colleagues, and a sense of being a part of the community in which the businesses operate are all taken into consideration.