KPI-Driven Decision Making for Lounge Managers Enhancing Customer Experience and Efficiency
KPI-Driven Decision Making for Lounge Managers Enhancing Customer Experience and Efficiency
SeyyedAbdolHojjat MoghadasNian1 AlemehSadat MoghadasNian2
1) Tarbiat Modares University,
2) Aviation and Tourism Research and Innovation Center (ATRIC),
Publication :
2nd International Congress on Science, engineering & New Technologies(secongress.com)
Abstract :
This study explores the critical role of Key Performance Indicators (KPIs) in the decision-making processes of Chief Lounge Managers within the airline industry, emphasizing their impact on enhancing customer experience and operational efficiency. Utilizing a mixed-methods approach, including surveys, interviews, and case studies from various airlines, the research analyzes the effectiveness of KPI-driven strategies. The findings identify specific KPIs that significantly improve lounge operations and customer satisfaction, demonstrating a direct correlation between strategic KPI management and overall lounge performance. The study highlights the importance of digital transformation in optimizing KPIs to enhance both operational efficiency and customer interactions. Additionally, it addresses practical challenges in implementing and managing KPIs, providing actionable recommendations for Chief Lounge Managers to overcome these barriers. The implications of this research extend to operational management within the airline industry, suggesting areas for future research in refining and expanding KPI frameworks to better align with evolving industry standards and passenger expectations.
Keywords :
Key Performance Indicators
Airline Lounges
Customer Satisfaction
Operational Efficiency
Digital Transformation
Strategic Management.