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

Thongchai Jeeradist

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

ผู้แต่ง

Thongchai Jeeradist Aviation Personnel Development Institute, Kasem Bundit University

คำสำคัญ:

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

บทคัดย่อ

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.

เอกสารอ้างอิง

Belobaba, P., Odoni, A., & Barnhart, C. (2016). The global airline industry (2nd ed.). John Wiley & Sons.

Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2021). Measurement model of passengers' expectations of airport service quality. Journal of Air Transport Management, 94, 102066. https://doi.org/10.1016/j.jairtraman.2021.102066

Cook, A., Tanner, G., Williams, V., & Meise, G. (2012). Dynamic cost indexing—Managing airline delay costs. Journal of Air Transport Management, 19, 52–57. https://doi.org/10.1016/j.jairtraman.2011.12.001

International Civil Aviation Organization. (2022). Global Air Navigation Plan 2022–2032. ICAO.

International Civil Aviation Organization. (2023). ICAO Annual Report 2023. ICAO.

International Air Transport Association. (2023). Global airline industry outlook 2023. IATA.

International Air Transport Association. (2024). Value of Air Transport 2024. IATA.

Kim, Y. K., & Lee, H. R. (2011). Customer satisfaction using low-cost carriers. Tourism

Management, 32(2), 235–243. https://doi.org/10.1016/j.tourman.2009.12.008

Tsai, W.-H., Hsu, W., Chou, W.-C., & Lin, C.-H. (2020). Service quality, customer satisfaction, and loyalty in airline services: An empirical investigation. Journal of Air Transport Management, 89, 101889.

EUROCONTROL. (2021). Airport Collaborative Decision-Making (A-CDM) Manual. EUROCONTROL.

EUROCONTROL. (2023). Performance Review Report 2023. EUROCONTROL.

ดาวน์โหลด

เผยแพร่แล้ว

2026-06-29

รูปแบบการอ้างอิง

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