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
Research objective 7
Research methodology 7
• Based on graph
• Based on ANOVA
• Based on correlation
Conclusion 19
Bibliography 21
Annexure 22-23
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
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
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
To find out why people are not going to Big Cinemas in spite of big brand name with it.
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.
ANOVA: To find the variation between the group and within the group.
Ticket counter
Security
COURTESY OF STAFF
SATISFIED 62
NEUTRAL 71
DISSATISFIED 56
TOTAL 189
Audi experience
Snack counter
Service delighted
YES NO TOTAL
133 56 189
YES NO TOTAL
138 51 189
90
80
70
60
50 SATISFIED
40 NEUTRAL
30 DISSATISFIED
20
10
0
COURTESY OF SPEED OF STAFF
STAFF RESPONSE GROOMING
Security
COURTESY OF STAFF
80
70
60
50
40 COURTESY OF STAFF
30
20
10
0
SATISFIED NEUTRAL DISSATISFIED
80
70
60
50
40
30 SATISFIED
20
10 NEUTRAL
0 DISSATISFIED
Snack counter
80
70
60
50
40 SATISFIED
30 NEUTRAL
20 DISSATISFIED
10
0
CHOICE OF TASTE SPEED OF COURTESY OVERALL
NEW SERVI. OF STAFF EATING
MENU EXPE.
80
70
60
50
40
SATISFIED
30
20 NEUTRAL
10 DISSATISFIED
0
STANDARDS WASHROOM TICKET
Service delighted
140
120
100
80
60 Series1
40
20
0
YES NO
SERVICE DELIGHTE
140
120
100
80
60 Series1
40
20
0
YES NO
Combined graph
90
80
70
60
50
40
SATISFIED
30 NEUTRAL
20 DISSATISFIED
10
0
TC1
TC2
TC3
SC1
SC2
SC3
SC4
SC5
EB1
EB2
EB3
EB4
AUDI1
AUDI2
AUDI3
AUDI4
SEC1
TICKET COUNTER
SECURITYA
AUDI
UDI EXPERIENCE SNACKS COUNTEREXPERIENCE AT BIG CINEMAS
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.
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: 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
6.16E-
Between Groups 14.0952381 2 7.047619 12.25607 06 3.011701
Within Groups 324.3174603 564 0.575031
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.
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
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.
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
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
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
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
CONCLUSION
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.
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.
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.
Your Feedback
We welcome your feedback. It well helps us to improve our service to suit your needs.
Ticket Counter
Courtesy of Staff
Speed of Response
Staff Grooming
Security
Courtesy of Staff
On Screen Presentation
Sound
Comfort of Seats
Cleanliness
Snack Counter
Test
Speed of Service
Courtesy of Staff
Service Standards
Cleanliness of Washrooms
Overall Experience
Name………………………..Age…………….Gender M/F………………..
Phone………………….Email……………………………………………….
Birth Date……………..