SeyyedAbdolHojjat MoghadasNian - Tarbiat Modares University, Tehran, Iran
Shiva Takzare - Islamic Azad University, North Tehran branch, Tehran, Iran

This study examines the pivotal role of Key Performance Indicators (KPIs) in enhancingcustomer experience within the airline industry, with a particular focus on the strategicapplication of these metrics by Chief Customer Experience Officers (CCuEOs). Througha mixed-methods research approach, combining quantitative analysis of customer andoperational data with qualitative case studies of leading airlines, the study aims touncover the direct and indirect impacts of various KPIs on customer satisfaction andloyalty. The research identifies a comprehensive array of KPIs across differentdimensions of the airline service delivery and customer journey, including operationalefficiency, service quality, digital engagement, and employee satisfaction. Findings revealthat airlines employing a strategic, holistic approach to KPI management can significantlyimprove customer satisfaction and loyalty, underscoring the importance of integratingdigital innovation and employee engagement into customer experience strategies. Thestudy contributes to both academic literature and industry practices by providing adetailed framework for KPI-driven customer experience management, offering actionableinsights for airlines to optimize their service delivery and operational strategies. Thisresearch highlights the dynamic nature of customer expectations and the necessity forcontinuous innovation and adaptation in the competitive airline market.

Airline Industry, Customer Experience, KPIs, Customer Satisfaction, EmployeeEngagement, Digital Innovation.