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Lower satisfaction and loyalty amongst Singaporeans who encounter long waiting times

9 Feb 2018

In a commentary, SMU Institute of Service Excellence Executive Director Neeta Lachmandas highlighted that longer waiting time, specifically in the food and beverage (F&B) sector, results in less satisfaction and lower customer loyalty amongst Singaporeans.  According to Ms Lachmandas, online food delivery and reservation services have changed consumer preferences and might have resulted in higher expectations in food service. As waiting is possibly inevitable due to the constraints that F&B establishments face, Ms Lachmandas stressed that they ought to work towards making the waiting experience more enjoyable. She also pointed out that service staff should be courteous and professional, especially when customers are subjected to long waiting times.

Singapore Business Review

Last updated on 12 Feb 2018 .