Customer Service at 21 Cineplex

Only available on StudyMode
  • Download(s) : 137
  • Published : April 27, 2013
Open Document
Text Preview
CHAPTER 1
“Introduction”

1.1. Company Profile

PT. Nusantara Sejahtera Raya was established in 1987. It is a company engaged in the entertainment industry as managing theaters the early- first just called Cinema 21 is located in Jakarta and the other city in Java. New Cinema XXI and later was established The Premiere of the first opened on January 24, 2004 at EX Plaza Indonesia was the beginning of the founding of The Premiere Cinema XXI and in various other shopping centers continues to grow today.

Nowadays PT. Nusantara Sejahtera Raya has approximately 112 outlets scattered in several big cities in Indonesia. Currently PT. Nusantara Sejahtera Raya is the largest company engaged in the management of the cinema. With the company's experience over 20 years, PT. Nusantara Sejahtera Raya certainly understands what its customers want. High efficiency and effectiveness for people during this era of all mobile must crave a thought and practical action. For the PT. Nusantara Sejahtera Raya not only sells just the quality of films but also keeps up with technology to provide better service in the future.

1.2. Situation Analysis

These days, watch a movie has become a lifestyle for people who need a metropolis of entertainment, including Indonesia. However, level satisfaction audience higher cinema so that its current become less and cinema more identical with activities juvenility. Nowdays, cinema stand in mall are now beginning to be present because of the current existence is regarded as entertainment facilities that have an attraction for visitors to come to the shopping center.

1.2.1 Internal Environment
21 Cineplex is the largest movie theater chain in Indonesia that tries to offer the best service for their customers. 21 Cineplex Entertainment is movie theater, which tries to offer the good facilities and services to customers with obtain many features that they can change. Thus, it gives them the best service and experience after they become it customers because the priority of this company is customer satisfaction. As a company of long standing, 21 Group is very concerned that there are internal and external. When the internal itself is good then that will be provided to its customers will also maximal. 1.2.1.1. Organizational Structure

As a company engaged in entertainment, PT. Nusantara Sejahtera Raya has the following companies: President Director

Director of Engineering
Director of Operations
Director of Finance

Marketing Manager
Operations Manager

Head of Division
Cinema manager

Figure 1.1 Organizational Structure of PT Nusantara Sejahtera Raya

1.2.1.2. Description of Products and Services
Products offered by PT. Nusantara Sejahtera Raya is selling tickets the movie is in theaters - theaters owned by PT. Nusantara Sejahtera Raya found in several major cities in Indonesia. Currently there are services that are conventionally where ticket sales the buyer must come and queuing at the counters is available for purchase movie tickets to watch. In this conventional service itself is divided into two parts, namely the purchase with cash where buyers buy at normal prices, where as if you use a credit card with a promo of certain Bank Buy 1 Get 1 can be said for a buyer to pay the normal price, but get 2 tickets. In 2006 PT. Nusantara Sejahtera Raya makes new services where services in support of sales of existing services, namely M-Tix where ticket sales can be done using SMS, a phone to call center, and through the website www.21cineplex.com. This service active since at least the last 5 year or the end of 2007. Since presence of these services is still there were many perceived shortcomings by members of the service users. 1.2.1.3. Techology

By identifying the aspects of the existing 21 Cineplex is slowly but surely build up their image in the minds of customers. They also try to look professional and stable in serving the customer that the customer will create...
tracking img