In the highly competitive and technologically driven airline industry, the strategic integration and management of Information Technology (IT) have become pivotal for achieving operational excellence, enhancing customer satisfaction, and driving innovation. This research explores the critical role of IT Key Performance Indicators (KPIs) in optimizing strategic planning, project management, and business alignment within the airline sector. Employing a mixed-methods approach, the study identifies and analyzes several crucial IT KPIs such as IT project success rate, operational efficiency, customer experience enhancements, innovation rate, data security and compliance, and IT and business strategy alignment. Insights from case studies across various airlines illustrate the practical application and impact of these KPIs, highlighting improvements in customer satisfaction, operational efficiency, and competitive advantage. Comparative analysis reveals the importance of contextual adaptability in KPI prioritization and application. The findings underscore the necessity of a structured, KPI-driven approach to IT strategy and planning as essential for aligning IT initiatives with business objectives, ensuring agility, and fostering innovation. This research contributes to the existing body of knowledge by providing a comprehensive framework for leveraging IT KPIs in the airline industry, addressing a notable gap in the literature, and offering actionable recommendations for airline executives and IT leaders.
MoghadasNian et al. (Sun,) studied this question.