Determinants of Performance Measurement and their impact on Operational Performance of a firm: Evidence from Hotel Industry of Pakistan

Abstract

Process innovation, operational flexibility, market orientation, and resource utilization are regarded as performance measurement determinants that impact operational performance in Pakistan's hotel industry. The study examined the correlation between these factors and the dependent variable, which was operational performance. These connections were further investigated by using service quality as a mediator. The research focuses on nine hypotheses that are based on the established conceptual framework. Data were obtained from hotel and restaurant managers and owners (n = 262) using a convenient sample strategy that included self-administered questionnaires. SPSS was used after data collection to assess the reliability and validity of the results, and the Hayes Process macro was applied for the mediation test. According to the results of a study, there are considerable positive correlations between performance measurement determinants and operational performance. Furthermore, full mediation is demonstrated after completing experiments in the Hayes Process. Therefore, it has been shown that determinants of performance measurement and operational performance have strong indirect relationships in the presence of mediator service quality