Business Intelligence for Service Optimization in U.S. Education and Customer-Facing Enterprises: A Prisma Systematic Review of KPI Frameworks

Abstract

This study examined how Business Intelligence (BI) capability was empirically associated with service optimization outcomes through the quality of Key Performance Indicator (KPI) frameworks in U.S. education and customer-facing enterprises using a PRISMA-guided quantitative systematic review design. A total of 92 peer-reviewed quantitative studies met the inclusion criteria and were coded as evidence records for structured synthesis. BI capability was most frequently operationalized through information quality (66.3% of studies), system quality (58.7%), and BI usage intensity (51.1%), while analytics maturity appeared in 42.4% of studies. KPI frameworks were distributed across strategic scorecard-based models (31.5%), service-quality KPI systems (27.2%), operations KPI systems (22.8%), and commercial outcome KPI systems (18.5%). Baseline regression synthesis indicated that BI capability demonstrated positive associations with all harmonized service outcome dimensions. The strongest mean standardized effects were observed for satisfaction (β̄ = 0.33) and efficiency (β̄ = 0.31), followed by retention or loyalty (β̄ = 0.29) and responsiveness (β̄ = 0.28). Equity or access outcomes showed weaker but still positive associations (β̄ = 0.22) and appeared predominantly in education studies. When KPI framework quality was included in extended models, the average BI capability coefficient declined from β̄ = 0.30 to β̄ = 0.22, while KPI framework quality demonstrated an independent positive association (β̄ = 0.27) and increased explanatory power by an average ΔR² of 0.09. Models incorporating governance maturity and organizational enablers produced further explanatory gains, with cumulative ΔR² increases reaching 0.16 in the most comprehensive specifications.  Sector-based synthesis showed that education studies emphasized retention, progression, and equity outcomes, whereas customer-facing enterprise studies emphasized satisfaction and loyalty outcomes. Reliability reporting was concentrated in SEM and PLS-SEM studies, with mean Cronbach’s alpha values ranging from 0.82 to 0.88 across major construct categories. Overall, the findings demonstrated that BI capability was most strongly associated with service optimization when analytics outputs were embedded within coherent, well-governed KPI frameworks that translated data into standardized and actionable performance indicators.