Developing Performance Indicators for Fast-Service Enterprises in the Hospitality Industry

The quick-service restaurant (QSR) segment represents one of the most dynamically expanding sectors within the broader hospitality industry, yet a persistent gap exists between the operational complexity these enterprises face and the measurement frameworks available to assess their performance. This paper proposes a structured system of 17 key performance indicators (KPIs) calibrated specifically for fast-service enterprises and organised across five domains: operational efficiency, financial sustainability, customer experience quality, human resource productivity, and digital service adoption. Drawing on an analysis of 112 QSR outlets operating across Uzbekistan between 2021 and 2024, combined with comparative benchmarking against international standards, the study demonstrates that enterprises relying on integrated, multi-dimensional KPI systems achieve on average 23 percent higher revenue per employee and 18 percent lower customer churn. A weighted composite scoring model — the Composite Performance Index (CPI) — is introduced, enabling managers to translate disparate operational signals into a single interpretable performance score. The findings reveal that the current reliance on revenue-only metrics in Central Asian hospitality enterprises systematically underestimates service-quality deterioration and labour inefficiency. The framework offers both academic researchers and industry practitioners a replicable methodology applicable across markets at comparable stages of service-sector development.