Enhancing Medical Tourism in Aviation: A KPI-Based Analysis of Customer Experience Strategies

سال انتشار: 1402
محل انتشار: سیزدهمین کنفرانس بین المللی گردشگری،فرهنگ و هنر
کد COI اختصاصی: TCACONF13_014
زبان مقاله: انگلیسی
تعداد مشاهده: 182

نویسندگان

Tarbiat Modares University

چکیده

This research provides a comprehensive analysis of Key Performance Indicators (KPIs) in enhancing customer experience in the aviation industry, with a specific focus on medical and health tourism. Utilizing a mixed-methods approach, the study examines the relationship between customer-centric KPIs and various aspects of service delivery. Key findings indicate a strong correlation between KPIs such as Net Promoter Score (NPS) and Customer Satisfaction Rate with financial metrics like Average Revenue per Patient and Health Tourism Profit Margin. The study also highlights the importance of healthcare service quality indicators, including Medical Error Rate and Patient Safety Indicators, as essential factors in achieving patient satisfaction and overall service quality. The results demonstrate that strategic implementation of customer-focused approaches and continuous innovation can significantly enhance customer loyalty and financial performance in the aviation sector. This research contributes valuable insights to both academic literature and industry practices, emphasizing the need for airlines and health tourism operators to prioritize a customer-centric model and technological integration to improve the travel experience for medical tourists

کلیدواژه ها

Customer Experience”, “Aviation Industry”, “Medical Tourism”, “Key Performance Indicators (KPIs)”, “Health Tourism”, “Service Quality”, “Digital Transformation”, “Financial Performance”.

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