Journal of Industrial and Systems Engineering

Journal of Industrial and Systems Engineering

The Prioritizing KPIs in Customer Service Selection for the Tourism Industry

Document Type : Research Paper

Author
Khatere Rafiei
MBA student, Department of Management, Islamic Azad University, Dubai, United Arab Emirates
Abstract
The tourism industry is a highly customer-centric sector where the quality of customer service plays a pivotal role in determining organizational success. Key Performance Indicators (KPIs) are critical metrics for evaluating and improving customer service standards. However, prioritizing these KPIs is challenging, given the complexity of customer expectations and service delivery frameworks. This research examines the criteria for prioritizing KPIs in customer service selection within the tourism industry. By systematically analyzing quantitative and qualitative methodologies, we aim to develop a robust framework for KPI prioritization. The study explores customer satisfaction, service efficiency, and loyalty as primary KPIs and assesses their impact on business performance. Findings from this study provide actionable insights for stakeholders in the tourism sector, enabling them to make informed decisions that align service goals with customer expectations. Recommendations for implementation and future research directions are also discussed.
Keywords
Key Performance Indicators
Customer Service
Prioritization
Tourism Industry
Subjects
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  • Receive Date 02 April 2024
  • Revise Date 10 June 2024
  • Accept Date 14 October 2024