SMU Assistant Professor of Marketing (Practice) and ISES Academic Director Associate Professor Marcus Lee said that both local consumers and tourists had felt that courtesy and friendliness of service staff in departmental stores were very important, but more tourists than locals were concerned about the layout of the stores. The 2015 Q1 Customer Satisfaction Index of Singapore results for the two sectors were drawn from face-to-face interviews conducted between January and March 2015 with 9,000 respondents, of which 1,200 were tourists.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/ju...