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BIG CINEMAS CUSTOMER SATISFACTION SURVEY
INDIAN BUSINESS ACADEMY
MARKET SURVEY ON CON
SUBMITTED TO:
KAM K. NGAIHTE
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
MARKET SURVEY ON CONSUMER
SATISFACTION
SUBMITTED TO: SUBMITTED BY:
KAM K. NGAIHTE MUNINDRA PANDEY
RAJ SHEKHAR SINGH
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
Page 1
ER
SUBMITTED BY:
MUNINDRA PANDEY
EKHAR SINGH
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 2
ACKNOLEDGEMENT
My sincere thanks to Prof. S.K.Singh for guiding & advising me in the process of making the
report. I thank him for the encouragement that he gave me while completing this project.
I also wish to thank Mr. Kam Khansiam Ngaithe (Theater Manager) in Reliance Media
Works Ltd., for his enthusiastic response and his interest in giving me such project.
I thank our CEO Mr. Ritesh Jain for giving us the opportunity to explore the practical aspects of
the subject and making themselves available for guidance
Munindra Pandey
Raj Shekhar Singh
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 3
CONTENTS TABLE
Description Page number
Executive summary 4
Big Cinemas a profile 5-6
Research objective 6
Research methodology 6
Outcomes from the questionnaire 7-8
Data representation 9-12
Data analysis 13-17
• Based on graph
• Based on ANOVA
• Based on correlation
Conclusion 17
Recommendation and action plan 18
Bibliography 19
Annexure 20-21
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 4
EXECUTIVE SUMMARY
Big cinema is one of the largest entertainment conglomerates in India. It has one multiplex in
Ansal Plaza at Greater Noida. Though it has competitive advantage that Ansal Plaza situated in
Greater Noida Knowledge Park, Knowledge Park is a highly student populated place and there is
no competitor of Big cinema, yet it is not able to utilize this opportunity.
In this report I am try to find the level of consumer satisfaction with Big cinemas service.
I am also try to find consumer satisfaction at different step starting from ticket counter to the
audi.
I will compare the level of satisfaction at every step. At the end I will analysis where customers
are not satisfied and will suggest the strategy to improve the level of service
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 5
BIG CINEMAS
A PROFILE
Big Cinemas, a division of Reliance MediaWorks Ltd and a member of Reliance ADA Group is
India’s largest cinema chain with over 516 screens spread across India, US, Malaysia and
Netherlands and caters to over 35 million consumers. BIG Cinemas has established leadership in
film exhibition in India with 253 screens and accounts for 10 to 15% of box office contributions
of large movies. BIG Cinemas has also successfully created a pan US footprint and the circuit
accounts for 20-35% of Hindi features box office collections and over 70% of Tamil and Telegu
box office collections from the US. In Malaysia, the company now has a strong presence of 72
screens that plays Hollywood features besides Chinese and Tamil films to cater to the 1.5 million
Tamil populations. The company is also working towards establishing presence in Netherlands
and has associated with Pathe Theatres to begin screening Indian movies. BIG Cinemas is
committed to providing audiences across India overall economic strata, access to BIG Cinemas'
world-class cinemas. This is being achieved through a strategy of not only setting up standalone
properties and cinemas in malls, but also taking over current properties, renovating and operating
them, taking advantage of their considerable existing infrastructure and brand value. Over the
years, BIG Cinemas has created iconic destinations such as BIG-Cinema Park in Agra, a
kilometer away from the Taj Mahal, which has pioneered the multi-sensory cinema experience in
India through a six dimensional show. BIG Cinemas has also partnered with IMAX Corporation
to install IMAX’s new world class digital projection system in BIG Cinemas’ flagship IMAX
theatre in Mumbai. This new technology has marked the first digital IMAX location in India and
enabled BIG Cinemas to take advantage of the growing slate of Hollywood releases in IMAX
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 6
and IMAX® 3D. BIG Cinemas is thereby the only cinema in India which screens films in both
3D and 6D formats. BIG is the only cinema chain in India, which has launched the unique
concept of Cine Diner at its flagship property at R City Mall (Ghatkopar) Mumbai.
BIG Cinemas has been awarded the “Retailer of the Year” honor at the Reid & Taylor Awards
for Retail Excellence for 2 consecutive years and has also been awarded ‘International Exhibitor
of the Year 2008’ by CineAsia 2008 at Macau.
RESEARCH OBJECTIVES
To find out why people are not going to Big Cinemas in spite of big brand name with it.
To increase the number of customer at Big Cinemas.
Improvement of service to suit the customers need.
RESEARCH METHODOLOGY
Feedback: To collect data I have used Big Cinemas specific feedback from ask customers to
rate their experience in different area in the scale of three satisfied, neutral and dissatisfied.
Graphical analysis: Representation of data in the graphical form to analyze.
ANOVA: To find the variation between the group and within the group.
Correlation: to find the relation between some critical factor
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 7
OUTCOMES FROM QUESTIONNAIE
Ticket counter
COURTESY OF STAFF SPEED OF RESPONSE STAFF GROOMING
SATISFIED 90 50 45
NEUTRAL 61 81 85
DISSATISFIED 38 58 59
TOTAL 189 189 189
Security
COURTESY OF STAFF
SATISFIED 62
NEUTRAL 71
DISSATISFIED 56
TOTAL 189
Audi experience
ON SCREEN
PRESENT.
SOUND COMFORT OF
SEAT
CLEANLINESS
SATISFIED 69 77 67 61
NEUTRAL 65 59 64 65
DISSATISFIED 55 53 58 63
TOTAL 189 189 189 189
Snack counter
CHOICE OF
NEW MENU
TASTE SPEED OF
SERVI.
COURTESY OF
STAFF
OVERALL
EATING EXPE.
SATISFIED 62 53 63 70 58
NEUTRAL 64 71 71 71 80
DISSATISFIED 63 65 55 48 51
TOTAL 189 189 189 189 189
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 8
Experience at Big Cinemas
SERVICE CLEANLINESS OF EASE OF BOOKING OVERALL EXPE.
STANDARDS WASHROOM TICKET
SATISFIED 69 75 65 63
NEUTRAL 72 60 66 77
DISSATISFIED 48 54 58 49
TOTAL 189 189 189 189
Service delighted
YES NO TOTAL
133 56 189
Will you visit again?
YES NO TOTAL
138 51 189
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
INDIAN BUSINESS ACADEMY
DATA REPRESENTATION
0
10
20
30
40
50
60
70
80
90
COURTESY OF
STAFF
0
10
20
30
40
50
60
70
80
SATISFIED
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
DATA REPRESENTATION
Ticket counter
Security
SPEED OF
RESPONSE
STAFF
GROOMING
SATISFIED
NEUTRAL
DISSATISFIED
NEUTRAL DISSATISFIED
COURTESY OF STAFF
COURTESY OF STAFF
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
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SATISFIED
NEUTRAL
DISSATISFIED
COURTESY OF STAFF
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
INDIAN BUSINESS ACADEMY
0
10
20
30
40
50
60
70
80
0
10
20
30
40
50
60
70
80
CHOICE OF
NEW
MENU
TASTE
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
Audi experience
Snack counter
SATISFIED
NEUTRAL
DISSATISFIED
TASTE SPEED OF
SERVI.
COURTESY
OF STAFF
OVERALL
EATING
EXPE.
SATISFIED
NEUTRAL
DISSATISFIED
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
Page 10
SATISFIED
NEUTRAL
DISSATISFIED
SATISFIED
NEUTRAL
DISSATISFIED
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
INDIAN BUSINESS ACADEMY
0
10
20
30
40
50
60
70
80
STANDARDS WASHROOM
SERVICE CLEANLINESS
0
20
40
60
80
100
120
140
YES
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
Experience at Big Cinemas
Service delighted
WASHROOM TICKET
CLEANLINESS
OF
EASE OF
BOOKING
OVERALL EXPE.
SATISFIED
NEUTRAL
DISSATISFIED
YES NO
SERVICE DELIGHTE
Series1
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
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SATISFIED
NEUTRAL
DISSATISFIED
Series1
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
INDIAN BUSINESS ACADEMY
0
20
40
60
80
100
120
140
YES
WILL YOU VISIT AGAIN
0
10
20
30
40
50
60
70
80
90
TC
1
TC
2
TC
3
SE
C1
AU
DI1
AU
DI2
TICKET COUNTERSECURITYAUDI EXPERIENCE
BIG CINEMAS CUSTOMER SATISFACTION SURVEY
Will you visit again?
Combined graph
YES NO
WILL YOU VISIT AGAIN
Series1A
UD
I3
AU
DI4
SC
1
SC
2
SC
3
SC
4
SC
5
EB
1
EB
2
EB
3
EB
4
AUDI EXPERIENCE SNACKS COUNTEREXPERIENCE AT BIG CINEMAS
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
Page 12
Series1
EXPERIENCE AT BIG CINEMAS
SATISFIED
NEUTRAL
DISSATISFIED
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 13
DATA ANALYSIS
Based on graph: Bar graph shows that most of the respondent are neutral in respect to overall
experience at big cinemas and won’t mind visiting again to spend a leisure time. Talking weather
of ticket counter experience or security or any other prospect of the survey, the neutral customers
exceeds in each case in respect to satisfied and dissatisfied customers.
An observation is also made that there is no dissatisfaction
among the customers regarding the Audi experience which means that the visitors enjoy
watching the movie on wide screen. Most of the respondents are either satisfied or neutral in
Audi experience which is a positive sign for Big Cinemas as they achieve a remarkable success
in their core competency of movie showing.
A major constraint that comes into light on the basis of the graph representation is that,
there is bit dissatisfaction among the customers regarding snacks counter, and the reason is that
there is very less variety in the choice of the menu offered at the centre. The visiting customers
find it difficult to find a variety of menu to satisfy their belly when the feel hungry.
Other than snacks counter Big Cinemas has achieved a remarkable
achievement in pursuing their business in Ansal Plaza, Greater Noida. They have been able to
satisfy the customers of every segment to a large extent and has also succeeded in retaining their
customers.
Based on ANOVA
The terms Single Factor Analysis of Variance, Single Factor ANOVA, One Way Analysis of
Variance, and One Way ANOVA are used interchangeably to describe the situation where a
continuous response is being described in terms of a single factor composed of two or more
levels (categories). It is a generalization of Student's t test for independent samples to situations
with more that two groups.
ANOVA is used to test hypotheses about differences in the mean between two or more groups.
• ANOVA is used to compare multiple groups of observations.
• ANOVA examines how independent variables affect a dependent variable.
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 14
Ticket counter
Anova: Single
Factor
SUMMARY
Groups Count Sum Average Variance
COURTESY OF
STAFF 189 326 1.724868 0.604751
SPEED OF
RESPONSE 189 386 2.042328 0.572667
STAFF GROOMING 189 392 2.074074 0.547675
ANOVA
Source of Variation SS df MS F P-value F crit
Between Groups 14.0952381 2 7.047619 12.25607
6.16E-
06 3.011701
Within Groups 324.3174603 564 0.575031
Total 338.4126984 566
From the above data we can inculcate that courtesy off staff at the ticket counter is
1.72(average) which is tending towards satisfaction and is not subject of matter for the authority,
were as other hand the criteria such as speed of response and staff grooming is matter to debate
were the average is 2.04 and 2.07 respectively. All the variables are very close to 2 i.e neutral
level.
The variation in respect to the respondent in a particular group is very low that is 0.57 which is
showing that the response is tending towards neutral.
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
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Audi experience
Anova: Single Factor
SUMMARY
Groups Count Sum Average Variance
ON SCREEN
PRESENT. 189 364 1.925926 0.654058
SOUND 189 354 1.873016 0.675279
COMFORT OF SEAT 189 369 1.952381 0.662614
CLEANLINESS 189 380 2.010582 0.659462
ANOVA
Source of Variation SS df MS F P-value F crit
Between Groups 1.85582 3 0.618607 0.933248 0.424092 2.616745
Within Groups 498.4656 752 0.662853
Total 500.3214 755
The average in all variables in this segment is less than two i.e. satisfactory. Only cleanliness is
going a bit beyond neutral level i.e. dissatisfaction. The variation in the response of the customer
in these four areas is very less and also the response of customer within the group i.e. on screen
presentation, sound & comfort of seat is somehow similar.
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 16
Snack counter
The average in choice of menu and taste i.e. 2.005 and 2.063 respectively is a matter of worry as
it is tending towards the dissatisfaction level. The level of satisfaction between the group and is
very high i.e. 0.82 in respect to within the group i.e. 0.62
Anova: Single Factor
SUMMARY
Groups Count Sum Average Variance
CHOICE OF NEW
MENU 189 379 2.005291 0.664865
TASTE 189 390 2.063492 0.623607
SPEED OF SERVI. 189 370 1.957672 0.625858
COURTESY OF STAFF 189 356 1.883598 0.614038
OVERALL EATING
EXPE. 189 371 1.962963 0.578408
ANOVA
Source of Variation SS Df MS F P-value F crit
Between Groups 3.316402 4 0.829101 1.334342 0.255274 2.3814
Within Groups 584.0741 940 0.621355
Total 587.3905 944
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 17
Experience at Big Cinemas
SUMMARY
Groups Count Sum Average Variance
SERVICE STANDARD 189 357 1.888889 0.609929
CLEAN OF
WASHROOM 189 357 1.888889 0.673759
EASE OF BOOKING 189 371 1.962963 0.652876
OVERALL EXP 189 364 1.925926 0.590229
ANOVA
Source of Variation SS df MS F P-value F crit
Between Groups 0.712963 3 0.237654 0.376215 0.770187 2.616745
Within Groups 475.037 752 0.631698
Total 475.75 755
All the variables in this segment i.e. ‘experience at big cinemas’ is fluctuating between 1-2
which shows that the customers visiting Big Cinema are lying between satisfied and neutral
state. But the respondents within the group vary with an average of 0.63 were as the variation is
very less in between the group i.e. 0.23
Based on correlation
Correlation b/w overall eating experience and overall experience at big cinema
OVERALL EATING EXPE. OVERALL EXP AT BIG CINEMAS
OVERALL EATING EXPE. 1
OVERALL EXP AT BIG
CINEMAS 0.131834121 1
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 18
There is a direct correlation between overall eating experience and overall experience at big
cinema. It is reflecting that if level of satisfaction is not satisfactory at snacks counter, it will
affect the level of overall satisfaction at Big Cinema though overall experience at Big Cinema is
satisfactory.
CONCLUSION
• Staff Grooming at Ticket Counter
• Cleanliness
• Choice of Menu
• Taste
In the above written area experience of customers is either neutral or dissatisfied. The level of
dissatisfaction is high mainly at snacks counter regarding choice of menu and from the customer
suggestion I come to know that Cost of food is also a critical factor which makes customer
dissatisfy at snack counter.
I also come to know that service at Audi is satisfactory for the customers.
Most of the customers are delighted with Big Cinema’s service because it being their core
service. In the context of visiting again, most of the customers have shown a positive response.
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 19
RECOMMENDATIONS & ACTION PLAN
Staff grooming at ticket counter: The staff member has to be more responsive and polite to the
customers, for that it is needed that they should be more extrovert and communicative to the
visitors.
Attractive Choice of Menu and taste: The authority can ask the vendors in the campus to come
up with certain new munchies and can also allot the vacant space in the campus to new caterers.
And cost should be within limit that fetches profit for the vendor and is also able to attract
customers.
Cleanliness of wash room: Special attention should be given on cleanliness of the wash room
area to provide the customers a hygienic environment.
Overall Eating Experience v/s Overall Experience at Big Cinema: From the core relation
between these two it is clearly visible that overall eating experience is effecting overall
experience at Big Cinema and at the ticket counter customers are not satisfied. So the focus
should be at snacks counter to increase the overall satisfaction level.
Customer Relationship management: Customer relationship management is a critical factor to
increase market share .For that Big Cinema has to collect the data base of the customer and it can
be done at the ticket counter while booking ticket customer can be asked some basic information
and this information can be used for mobile marketing.
Attractive Gift Ticket: To increase customer’s visiting frequency some attracting gifts ticket
can arranged such as giving the 5th
ticket free after 4th
visit, but for the 5th
visit administrator has
to set s specific time during which the visit of customer is currently very less.
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 20
BIBLIOGRAPHY
• Statistics for management by Richard I. Levin and David S. Rubin published by pearson.
• www.bigcinemas.com
• Prof. S. K. Singh(Prof. marketing management and international business, Indian
Business Academy, Greater Noida)
• Prof. D. Das(Prof. statistics and operation research Indian Business Academy, Greater
Noida)
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 21
ANNEXURE
Your Feedback
We welcome your feedback. It well helps us to improve our service to suit your needs.
Please rate your experience in the following areas: out of 3
Ticket Counter
Courtesy of Staff
Speed of Response
Staff Grooming
Security
Courtesy of Staff
Movie /Audi Experience
On Screen Presentation
Sound
Comfort of Seats
Cleanliness
Snack Counter
Choice of New Menu
Test
Speed of Service
Courtesy of Staff
BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
INDIAN BUSINESS ACADEMY Page 22
Overall Experience
Experience at Big Cinemas
Service Standards
Cleanliness of Washrooms
Ease of booking Tickets
Overall Experience
Were you delighted with our service? YES NO
Will you visit us again? YES NO
Any Other Suggestions
………………………………………………………………………………………………………
………………………………………………………………………………………………………
……………………………………………………………………………………
Name………………………..Age…………….Gender M/F………………..
Phone………………….Email……………………………………………….
Birth Date……………..