KPI-Driven Decision Making in Airport Services: Enhancing Operational Efficiency, Customer Satisfaction, and Sustainability

This study investigates the strategic application of Key PerformanceIndicators (KPIs) in enhancing operational efficiency, customersatisfaction, and sustainability within airport services. Employing anexploratory and descriptive research design, the research integrates acomprehensive literature review, quantitative analysis of operational data,and qualitative insights from interviews with Chief Airport ServicesOfficers (CASOs) across various airports. The findings underscore thesignificant impact of KPI-driven decision-making frameworks onimproving airport operations, with notable advancements in on-timeperformance, passenger experience, safety and security measures, andenvironmental sustainability. The analysis reveals that effectiveintegration and management of KPIs are critical for aligning airportoperations with strategic objectives, fostering a culture of continuousimprovement, and adapting to evolving industry dynamics. Challenges indata integration, rapid technological changes, and balancing sustainabilityefforts are identified, alongside opportunities for leveraging technologyand innovation to enhance KPI effectiveness. The study contributes toboth theoretical and practical understandings of KPI application in airportmanagement, offering actionable recommendations for airport servicemanagers and policymakers. This research advocates for a holisticapproach to KPI management, emphasizing the need for ongoingadaptation and refinement of KPI frameworks to meet future challengesand opportunities in the aviation sector.

Keywords:

Airport Services , KPIs , Operational Efficiency , Customer Satisfaction , Sustainability