RESEARCH PROPOSAL

CUSTOMER SATISFACTION BY SERVICES OF MULTIPLEXES

• Problem Statement :

To understand and Evaluate the Problems faced by the Customers of the

Multiplexes of Ahmedabad.

• Budget :

Total Members in the Group = 6 (six)

Expected Expense of the Group = 6 × 1200 = Rs 7200.

 Time :

60 – 70 Days (Approx.)

 Data Source :

 Individual Multiplex’s Management Team.

 Newspapers.

 Internet.

 Customers.
 Brief Idea About the Problem :

Cinema has come a long way since its inception. The hundredth
anniversary of cinema was celebrated in 1997. In 1897, the moving picture
was one of the earliest forms of packaged entertainment for the masses.
Then came the talkies. Cinema wave built all over the world – One Screen in
One Building – and this continued till the creation of the multiplexes.

India’s First Real Multiplex was City Pulse at Gandhinagar. Currently in

Ahmedabad there are nearly 8 Multiplexes. Each and Every Multiplex has
its own USP. The Multiplex industry is growing rapidly in Ahmedabad due
to the Massive scope over here.

List of Major Multiplexes in Ahmedabad :

 Adlabs
 Fun Republic
 R world
 City Gold
 City Pulse
 Devi
 Wide Angle

A research regarding the various types of Problems Customers face in

Multiplexes.

What More do the Customers Expect From the Multiplexes.

Happiness Index of the Customers Visiting the Multiplexes.

Rating

Problems regarding various types of Services Provided by Each Multiplex.

 Preface :

Name of the Members in the Group.

NAME ROLL NO : CLASS DIVISON

HARDIK SHAH 118 T.Y.B.B.A (B)

HARMANJEET SINGH 136 T.Y.B.B.A (B)
ANKIT HALDER T.Y.B.B.A (A)
GAURAV GULLECHA T.Y.B.B.A (A)
ASHISH MAKWANA T.Y.B.B.A (A)
DEEPAK JHA T.Y.B.B.A (A)
 Questionare :

1) In which theatre you prefer to watch movie ?

 Single Screen

 Double Screen

2) Do you watch movie in Multiplex ?

 Yes

 No

 Can’t Say

3) Which is your favourite Multiplex in Ahmedabad ?

4) Are you satisfied with Movie Watching Experience of

The multiplex………?

 Yes

 No

 Can’t Say

5) What New Services you want to be implemented in the

Multiplexes ?

6) Do you think that the Rates Charged for the Shows are
Reasonable ?

 Yes

 No
  Can’t Say

7) How often do you visit the Multiplexes of Ahmedabad ?

i. Once in a Week

ii. Once in a Fortnight

iii. Once in a Month

iv. None

b. How is the Food Quality at the Multiplexes ?

i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too Bad

c. Are you satisfied with sound system of Multiplex ?

i. Yes

ii. No

iii. Can’t Say

d. Are you satisfied with the Response Speed of the
Ticket Counters ?

i. Yes

ii. No

iii. Can’t Say

e. What do you Feel about the booking Services of the

Multiplexes ?

i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too Bad

f. How is the Air – Conditioning ?

i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too Bad
g. How is the Ushering ?

i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too Bad

h. How do you find the Cleanliness of the Multiplex ?

i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too Bad

i. Is the Staff helpful ?

i. Yes

ii. No

iii. Can’t Say

j. What are your Views about the Telephone Courtesy of
the Call Centre Agent while booking a ticket via
Phone ?

i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too Bad

k. What do you think of the Efficiency of the Call Centre

Agent while making a telebooking ?

i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too Bad

8) How do you find the Security level at the Multiplexes

?
i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too bad
b. Are you satisfied with the Cleanliness of
Washrooms/toilets ?

i. Yes

ii. No

iii. Can’t Say

c. How do you buy your tickets ?

i. Online

ii. Mobile

iii. Home Delivery

iv. Box – Office

d. Did you like the Interior Designing and

Ambience of the Multiplex ?

i. Yes

ii. No

iii. Can’t Say

e. How do you find the Parking Facilities of the
Multiplex ?

i. Excellent

ii. Good

iii. Average

iv. Not Good

v. Too Bad

f. Are the Multiplexes having ample Parking

Space ?

i. Yes

ii. No

iii. Can’t Say

g. Would you like to suggest anything in particular

for the entire Multiplex organization ?