Published May 19, 2024 | Version v1
Conference paper Open

Enhancing Airline Customer Engagement through Innovation: A KPI-Driven Framework for Success

Authors/Creators

  • 1. ROR icon Tarbiat Modares University
  • 2. ROR icon Payame Noor University

Description

The airline industry, characterized by intense competition and rapidly changing consumer preferences, necessitates innovative strategies to enhance customer engagement and drive innovation. This paper explores the strategic utilization of Key Performance Indicators (KPIs) in fostering customer-centric innovation and engagement within the airline sector. Employing a mixed-methods approach, the study combines quantitative analysis of airline performance metrics with qualitative insights from industry experts, executives, and customers. The findings highlight the pivotal role of customer insight and analytics, digital engagement platforms, and innovation management KPIs in improving customer satisfaction, loyalty, and operational efficiency. Personalized service delivery, powered by advanced data analytics, emerges as a key driver of customer engagement, while sustainability initiatives align with growing consumer demands for eco-friendly travel options. The study identifies limitations related to the dynamic nature of the industry and suggests future research directions, including the impact of digital transformation and the integration of emerging technologies in enhancing the travel experience. This research contributes to the existing body of knowledge by providing a comprehensive framework for airlines to leverage KPIs in achieving competitive advantage and operational excellence, thereby setting the foundation for sustainable growth in the competitive aviation market.

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Additional details

Additional titles

Alternative title (Persian)
ارتقای تعامل مشتریان خطوط هوایی از طریق نوآوری: چارچوبی مبتنی بر KPI برای موفقیت

Identifiers

URL
https://www.researchgate.net/publication/378774455_Enhancing_Airline_Customer_Engagement_through_Innovation_A_KPI-Driven_Framework_for_Success
Other
https://www.academia.edu/125230711/Enhancing_Airline_Customer_Engagement_through_Innovation_A_KPI_Driven_Framework_for_Success

References

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