The Extent of the Possibility of Using the Balanced Scorecard and Its Reflection in Improving Financial Performance in the Hotel and Tourism Sector: An Exploratory Study of a Sample of Hotels in Sulaymaniyah Governorate - Kurdistan, Iraq

Abstract

This research aims to demonstrate the extent to which the Balanced Scorecard can be used and its reflection on improving financial performance in the hotel and tourism sector in Sulaymaniyah Governorate - Kurdistan, Iraq. The research sample consists of (7) five-star hotels in Sulaymaniyah Governorate. The related scientific aspects were analyzed and discussed by following the descriptive analytical method, which is based on collecting important facts related to the subject and subjecting them to analysis. To achieve the research objectives, a questionnaire was used to collect the required data, which was then analyzed using the Statistical Package for Social Sciences (SPSS) program. The research concluded that the use of the Balanced Scorecard has a positive impact on improving the financial performance of the hotel sector. Accordingly, several recommendations were presented, including directing hotel management to apply the Balanced Scorecard in hotels and to pay attention to non-financial dimensions, such as customer satisfaction and development of internal processes, due to their indirect impact on financial performance, and to ensure improved financial and operational performance in the long term.