Seyyed AbdolHojjat Moghadas Nian - Tarbiat Modares University
AlemeSadat Moghadas Nian - Aviation and Tourism Research and Innovation Center (ATRIC)

This study explores the critical role of Key Performance Indicators (KPIs) in the decision-making processes of Chief Lounge Managers within the airline industry, emphasizing their impact on enhancing customer experience and operational efficiency. Utilizing a mixed-methods approach, including surveys, interviews, and case studies from various airlines, the research analyzes the effectiveness of KPI-driven strategies. The findings identify specific KPIs that significantly improve lounge operations and customer satisfaction, demonstrating a direct correlation between strategic KPI management and overall lounge performance. The study highlights the importance of digital transformation in optimizing KPIs to enhance both operational efficiency and customer interactions. Additionally, it addresses practical challenges in implementing and managing KPIs, providing actionable recommendations for Chief Lounge Managers to overcome these barriers. The implications of this research extend to operational management within the airline industry, suggesting areas for future research in refining and expanding KPI frameworks to better align with evolving industry standards and passenger expectations.

Key Performance Indicators, Airline Lounges, Customer Satisfaction, Operational Efficiency, Digital Transformation, Strategic Management