Investigation of performance evaluation system efficiency:An example of a tourism business

The performance evaluation system is an important management tool in the process of achieving the strategic goals of organizations. It contributes to organizations in terms of evaluating the competencies of employees, determining the development areas and increasing their motivation. Fair and correct implementation of these systems in the service sector directly affects the quality of organization and service quality. In the tourism sector, this requires a more attentive approach for hotel businesses. As a matter of fact, in this sector, service-based service is produced and direct interaction with customers is established. Therefore, employee performance is important in terms of affecting the vision of the organization as well as the service quality provided to customers. In this context, the aim of the study is to examine the performance evaluation system activity applied in a hotel business in the context of demographic elements. The research was conducted according to the cross-sectional screening pattern of quantitative research methods. The data has been obtained from 358 employees who have been included in the performance evaluation system at least once in a hotel business. According to the findings of the research, there was no significant difference in the scales used in the study compared to gender. This result is important in terms of showing that performance evaluation is carried out in accordance with the principle of equality in the enterprise. However, the difference of satisfaction with the valuation according to age, position and working time reveals the importance of confidence-based relationships and participation in the process. In order to eliminate these differences, communication and feedback practices should be given importance to strengthen valuing-employed relations. One of the remarkable findings of the study is to observe differentiation in effective practice and procedural perceptions of justice as the position of the employees increases. This is thought to be due to the increasing expectations and transparency of senior employees. In order to improve this perception, it is recommended to develop position-specific criteria, increase employee participation and transparency of the system. Although it seems negative at first glance, this finding shows that high-level employees are meticulously approaching the process and evaluate the current situation of the enterprise with an analytical approach.