Consumer Satisfaction Survey

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BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010

MARKET SURVEY ON CONSUMER SATISFACTION

SUBMITTED TO: KAM K. NGAITHE

SUBMITTED BY: MUNINDRA PANDEY FPG0911/037

INDIAN BUSINESS ACADEMY

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BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
ACKNOWLEDGEMENT

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

INDIAN BUSINESS ACADEMY

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BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
CONTENTS TABLE

Description
Executive summary Big Cinemas a profile Research objective Research methodology Outcomes from the questionnaire Data representation Data analysis    Based on graph Based on ANOVA Based on correlation

Page number
4 5-6 6 6 7-8 9-12 13-17

Conclusion Recommendation and action plan Bibliography Annexure

17 18 19 20-21

INDIAN BUSINESS ACADEMY

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BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010

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

INDIAN BUSINESS ACADEMY

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BIG CINEMAS CUSTOMER SATISFACTION SURVEY 2010
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...
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