FN ISI Export Format VR 1.0 PT J TI Customer Satisfaction in Business Aviation AF Jurt, Raffaela AU Jurt, R AB When doing business internationally, travelling by airplane is especially valuable for companies in order to emerge on different global markets, to grow and to increase profits. The Airport St. Gallen-Altenrhein operates successfully within the area of business aviation and focuses on being the leader in customer satisfaction. This thesis investigates business jet pilots’ satisfaction, on the one hand, and focuses on the optimization of processes, on the other hand. Research has been conducted with personal- and telephone interviews as well as with selfcompletion questionnaires. Further interviews with ground handlers from the Airport St. Gallen-Altenrhein and from Zurich Airport are ought to complete the overall picture from a customer’s as well as supplier’s point of view. The thesis is based on a theoretical part which discusses the principles of customer satisfaction, its development as well as different measurement methods. Secondly, the Airport St. Gallen-Altenrhein is introduced followed by the analysis of appropriate research methods. Most importantly, research results demonstrate whether pilots are satisfied or not. Furthermore, areas of improvement and the answering of research questions round off the thesis. ER