This study investigates the strategic application of Key Performance Indicators (KPIs) in enhancing operational efficiency, customer satisfaction, and sustainability within airport services. Employing an exploratory and descriptive research design, the research integrates a comprehensive literature review, quantitative analysis of operational data, and qualitative insights from interviews with Chief Airport Services Officers (CASOs) across various airports. The findings underscore the significant impact of KPI-driven decision-making frameworks on improving airport operations, with notable advancements in on-time performance, passenger experience, safety and security measures, and environmental sustainability. The analysis reveals that effective integration and management of KPIs are critical for aligning airport operations with strategic objectives, fostering a culture of continuous improvement, and adapting to evolving industry dynamics. Challenges in data integration, rapid technological changes, and balancing sustainability efforts are identified, alongside opportunities for leveraging technology and innovation to enhance KPI effectiveness. The study contributes to both theoretical and practical understandings of KPI application in airport management, offering actionable recommendations for airport service managers and policymakers. This research advocates for a holistic approach to KPI management, emphasizing the need for ongoing adaptation and refinement of KPI frameworks to meet future challenges and opportunities in the aviation sector.
MoghadasNian et al. (Fri,) studied this question.