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.
MoghadasNian et al. (Sun,) studied this question.