چکیده مقاله
This study meticulously investigates the pivotal role of Key PerformanceIndicators KPIs in enhancing customer service and operationalefficiency within the airline industry Through a mixed methods approach,incorporating both quantitative and qualitative analyses, the researchidentifies crucial KPIs, including Customer Satisfaction Score CSAT ,Net Promoter Score NPS , and First Contact Resolution Rate, amongothers, and evaluates their impact on service quality and customer loyalty Insights from case studies of leading airlines demonstrate the practicalapplication and benefits of strategic KPI management, highlightinginnovations in technology and employee engagement as key drivers ofsuccess Comparative analysis across different airlines and geographicalregions further enriches the understanding of KPI implementation andeffectiveness The findings underscore the necessity of a holistic, KPIdrivenstrategy for airlines to navigate the competitive and dynamicaviation industry successfully This strategy not only ensures alignment2between operational goals and customer service objectives but also fostersa culture of continuous improvement and innovation The researchcontributes valuable perspectives to the discourse on airline managementand customer satisfaction strategies, offering a comprehensive roadmapfor airlines committed to achieving excellence in customer service andoperational efficiency By emphasizing the strategic role of KPIs, thestudy provides actionable insights for airline executives and ChiefCustomer Service Officers CCSOs to enhance their competitive edgeand foster loyalty among their customers
کلیدواژهها
نویسندگان
SeyyedAbdolHojjat MoghadasNian
Tarbiat Modares University
Reyhane Nasr
Islamic Azad University Roudehen Branch
شیوه ارجاع
MoghadasNian, SeyyedAbdolHojjat and Nasr, Reyhane,1403,Optimizing Airline Customer Service: A KPI-Driven Approach forChief Customer Services Officers,8th National Conference on Management and E-Commerce,Tehran
ارائهشده در
مجموعه مقالات هشتمین کنفرانس ملی مدیریت و تجارت الکترونیک30 اردیبهشت 1403 · تهران