A Study of Criteria for Evaluating the Performance of World Expo Taiwan Pavilion

Abstract

Under the circumstance of severe fund shortage of local governments in Taiwan, an exhibition pavilion's commitment to inheriting and passing down diverse cultures and the exhibition pavilion's business performance grows more important. This study utilizes the balanced scorecard concept, as proposed by Kaplan and Norton, reviews relevant literature, uses the Delphi method to gather and systemize opinions of experts in related fields and designs the "criteria for evaluating the performance of the World Expo Taiwan Pavilion", which have 19 criteria in four dimensions. Furthermore, the Analytic Hierarchy Process (AHP) is performed to calculate the "relative importance of the criteria for evaluating the performance of the World Expo Taiwan pavilion" in order to rate its operations strategies in planning, forecasting, making judgments, distributing resources and determining investment portfolios. The results suggest that the relative importance of the four dimensions of evaluation criteria in descending order is: Financial management (36%), customer service (34%), internal operations (20%) and learning and growth (10%). In terms of the relative importance of the 19 evaluation criteria, criteria with the highest relative importance are: Annual budget allocation planning (33%), a hygienic and safe environment (40%), reduced operational issues (40%) and enhancing employees' foreign language skills (25%). In conclusion, business operations in the World Expo Taiwan Pavilion should prioritize financial management, improve its various facilities and provide better customer services in order to have better customer satisfaction.