Abstract:

This paper delivers empirical proof that actions to improve customer satisfaction also lead to an increase of yield. Customer satisfaction and loyalty are measured by means of a worldwide survey and the results are used to identify actions for improvement. In this study, data from the worldwide customer satisfaction survey was linked to data from the database of Lufthansa Cargo's (LCAG's) financial department. The results showed that customer satisfaction has a positive impact on customer loyalty and LCAG's share of 'customer's wallet' as well as on the development of price and the usage rate of high value products.