Supplier Performance Measurement for Online Travel Agent Using Balance Scorecard : Case Study: Klikhotel.com

As one of the world’s fastest-growing internet market, South-east Asia, led by Indonesia, spelling enormous potential for the online travel and tourism market. However, research related to this field especially in the tourism supply chain is still very limited. This study will examine supplier performance measurement using a balance scorecard approach to fit the requirement of an online travel agent company called Khkhotel.com that acts as a transaction broker. Based on a previous research, it is said that a transaction broker needs to build a strong partnership with its supphers to serve its customers very well. Moreover, with the increasing number in partnership and competition, there is an increasing need for onhne travel agent companies to measure and get an up-to-date information about their supplier performance. This study has successfully translated the Klikhotel.com’s vision and strategy through a balanced scorecard that generates a road map for executing a new strategy.