FN ISI Export Format VR 1.0 PT J TI Measuring Customer Satisfaction for a Destination AF Kalberer, Andreas AU Kalberer, A AB Nowadays, customers want to fulfil or exceed their expectations, when they visit a destination. If so, customers are satisfied and may become loyal and return to a destination. Another effect of customer satisfaction is positive word-of-mouth, which decreases marketing costs for a destination. To know, how satisfied customers are, is very important for a destination since it indicates how competitive a destination is and shows ways to improve the destination’s offers and services. The IDT is divided in three main parts. First, there is a literature review about different theories of customer satisfaction and about market research tools. Then, existing customer satisfaction measurements of international and mainly national destinations are shown and compared. Based on the result of theory and the comparison of the different destinations, an application of a customer satisfaction measurement for Davos Tourism is created. The final purpose of the thesis is to support Davos Tourism by creating a customer satisfaction measurement for their customers. ER