From On-Time Performance (OTP) to Service Excellence: An Integrated Strategic Study for Airline Operational Excellence in the Digital Aviation Era

Authors

  • Thongchai Jeeradist Aviation Personnel Development Institute, Kasem Bundit University

Keywords:

On-Time Performance (OTP), Service Excellence, Operational Reliability, Operational Resilience

Abstract

The aviation industry is experiencing an unprecedented transformation driven by digital innovation, increasing passenger expectations, operational complexity, and sustainability imperatives. While on-time performance (OTP) has traditionally been regarded as a key operational indicator, its strategic contribution to service excellence and competitive advantage remains insufficiently explored. This paper aims to study an integrated strategic framework explaining how improvements in airline operational excellence, supported by digital transformation and collaborative decision-making, enhance OTP and ultimately improve service excellence across the airline industry for the future research.

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Published

2026-06-29

How to Cite

Jeeradist, T. (2026). From On-Time Performance (OTP) to Service Excellence: An Integrated Strategic Study for Airline Operational Excellence in the Digital Aviation Era. KBU Journal of Aviation Management:KBUJAM, 4(1), 117–123. retrieved from https://so19.tci-thaijo.org/index.php/KBUJAM/article/view/3620

Issue

Vol. 4 No. 1 (2026): January-June

Section

Review Article

License

Copyright (c) 2026 KBU Journal of Aviation Management:KBUJAM

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