Publication:

Developing GAHP concepts for measurement of travel agency organizational performance

A model for organizational performance evaluation is proposed. Organizational performance support can reduce barriers to applications of multi-criteria decision-making procedures. The relevant criteria of the proposed model were derived from an expert group interview to include the analytic hierarchy process (AHP), which is performed to determine the weights of evaluation, and grey relational analysis (GRA), which is then performed to rank the organizational performance of the travel agency. The AHP is a measurement theory that prioritizes the hierarchy and consistency of judgmental data provided by a group of decision-makers. It incorporates the evaluations of all decision-makers into a final decision through pair-wise comparisons of the alternatives, without eliciting their utility functions on subjective and objective criteria. GRA examines the extent of connections between two digits through departing and scattering measurement methods. The combined AHP and GRA decision-making method can provide decision-makers with a valuable data analysis when evaluating organizational performance. Because the proposed model can inform organizational performance assessments, it is highly applicable to both academic and commercial organizational evaluation and development.