The institute's splicing of data collected from a survey of 4,850 locals and 3,750 tourists on the food & beverage and tourism sectors found that tourists were significantly unhappier than they had been a year before. And their dissatisfaction led to significant drops in the two sectors' Customer Satisfaction Index of Singapore scores. "The profile of tourists to Singapore seems to be changing. They have different needs and expectations, they are better travelled, they are using a different benchmark to measure their expectations of Singapore against," said ISES Director Ms Caroline Lim. With the varied priorities of different segments of customers, businesses have their work cut out for them, ISES Academic Director Assistant Professor Marcus Lee said.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/ja...