Abstract

ANTONIO, Nuno  and  SERRA, Francisco. Software as a Service: an effective platform to deliver holistic Hotel Performance Management SystemsSoftware como um Serviço: uma plataforma eficaz para oferta de sistemas holísticos de gestão da performance hoteleira. TMStudies [online]. 2018, vol.14, n.Especial, pp.25-35. ISSN 2182-8458.  https://doi.org/10.18089/tms.2018.14SI103.

This study main objective was to assess the viability of development of a Performance Management (PM) system, delivered in the form of Software as a Service (SaaS), specific for the hospitality industry and to evaluate the benefits of its use. Software deployed in the cloud, delivered and licensed as a service, is becoming increasingly common and accepted in a business context. Although, Business Intelligence (BI) solutions are not usually distributed in the SaaS model, there are some examples that this is changing. To achieve the study objective, design science research methodology was employed in the development of a prototype. This prototype was deployed in four hotels and its results evaluated. Evaluation of the prototype was focused both on the system technical characteristics and business benefits. Results shown that hotels were very satisfied with the system and that building a prototype and making it available in the form of SaaS is a good solution to assess BI systems contribution to improve management performance.

Keywords : Business intelligence; decision support systems; design science research; hospitality; performance management.

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