Theoretical and Methodological Approaches to Evaluating the Efficiency of Business Processes in Travel Enterprises

Abstract

The relevance of this paper is conditioned upon the necessity of an adequate evaluation of the efficiency of travel industry enterprises and the course of individual business processes at these enterprises in the context of the ever-growing influence of the tourism industry on the economic and social spheres of society. The purpose of this study is to build a conceptual model for evaluating the efficiency of business processes of travel enterprises. The methodological framework of this study comprises methods of abstraction, analogies, analysis, and synthesis; normative and positive approaches to the study of economic processes; process and system approaches; modelling method. The study considers theoretical and methodological approaches to evaluating the efficiency of business processes of a travel enterprise in modern conditions of development of the travel services market. The main concepts of business processes are defined, the purpose and criteria for evaluating their efficiency are formulated. The main factors affecting the efficiency of business processes of tourism enterprises are described. The authors propose the main groups of indicators for evaluating the efficiency of business processes of a travel enterprise. Such a system of indicators helps to comprehensively monitor the situation at a travel enterprise, since it considers all key areas of activity of the enterprise and identifies priority business processes that require changes. The specifics of evaluating the efficiency of business processes of travel enterprises depend on certain factors that are not constant, and therefore the studies usually cover the main trends in the development of a travel enterprise and the interrelation of its economic indicators. The study investigates the approaches to the procedure for evaluating the efficiency of business processes, as well as to the development of a system of indicators for evaluating the specified efficiency at a travel enterprise. The authors have identified the fundamental basic principles of developing a system for evaluating the efficiency of business processes for travel enterprises. Several technologies for evaluating the efficiency of business processes are described. The paper presents an original model for evaluating the efficiency of business processes in the travel industry. It is noted that the main and determining role in evaluating the activities of a travel enterprise is played by key performance indicators. Based on the identified features of travel activities, problems that may arise upon evaluating the efficiency of business processes are considered and effective ways to eliminate them are proposed. The study substantiates the prospects for further research in this area, which lie in an in-depth study of improving the efficiency of travel companies by introducing innovative technologies (neuromarketing, virtual and augmented reality, as well as “green” technologies)

Keywords

• business process
• efficiency
• efficiency assessment
• travel
• travel enterprise