The scores for other sub-sectors such as hotels (72.5 points) and travel & tour services (68.7) showed no significant change, while online travel agencies (67.7) was added as a sub-sector this year.
Top-ranking hotels include Marina Bay Sands (77.2) and Shangri-La (75.6).
Meanwhile, in the F&B sector, bars and pubs reported a score of 72.7, or 3.75 points higher, outperforming the overall F&B sector average.
The score for food courts edged up 2.74 points to 69.2, and the score for cafes and snack bars increased 2.64 points to 70.7.
Fast-food restaurants showed no significant change in score.
In the cafes and snack bars sub-sector, Starbucks (72.7 points) and Delifrance (72.2) were among the top contenders, with order-taking process, ability to accomodate special requests and staff attentiveness singled out as key attributes.
Ease of making reservations and waiting time to be seated were key differentiators that affected perceived quality and loyalty for the restaurants sub-sector, which scored 69.8.
The shortage of talent was one of the topics that came up in a panel discussion on Tuesday at the event to release the CSISG results.
The hotelier and restaurateur behind Unlisted Collection, Loh Lik Peng, highlighted the need to create an attractive work environment with career progression for staff, as well as the need to empower them by giving them the autonomy to make decisions.
The study was conducted between July and October, with over 8,560 surveys completed.
This article was first published on November 30, 2016.
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