Services Marketing - PVR Cinemas


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  • Box Office: PVR has a multiple queuing system with the number of counters depending on the people waiting. They have digital signages along the queue which display trailers of upcoming films, advertisements and show timings of different films in the theatre.IVR: Book tickets by dialing 08800900009 and collect the tickets 1 hour in advance before the show starts.Online: Log on to and buy tickets via a payment gateway. You can also select which seats you want to book.Mobile Apps: PVR App is available on Google Play, Blackberry App World & Apple App Store for free where you can book tickets.
  • Services Marketing - PVR Cinemas

    1. 1. INTRODUCTION• Priya Village Roadshow (PVR) Cinemas is one of the largest cinema chains in India.• The company, which as a joint venture agreement between Priya Exhibitors Private Limited and Village Roadshow Limited in 1995 with 60:40 ratio, began its commercial operations in June 1997 with the launch of PVR Anupam in Saket, Indias first multiplex.• By introducing the multiplex concept in India, PVR Cinemas brought in a whole new paradigm shift to the cinema viewing experience: high class seating, state-of- the-art screens and audio-visual systems.
    2. 2. PVR’s 7 P’s of MarketingService Product:The core benefit is the MOVIES that a customer comes to a cinema hall along with the attendant experience of PVR Cinemas. Thus, we can say the following are the expected product in the case of PVR :• Luxury Cinema.• Bulk Cinemas.• E-Booking and Tele Booking.• Parties at PVR.• Movie newsletter and vouchers.
    3. 3. • PVRCinemas also provides a reliable and responsive servicepackage which include many tangible elements such as wellmaintained movie halls, restrooms and trained employees whohandle their duties with empathy.
    4. 4. Price:•PVR when it initially started off had a huge advantage ofbeing only one of its kind in Delhi to begin with. Thereforethey could charge a higher amount to its customers as theywere willing to pay it for the new concept. This high pricinghelped them make maximum gains.•In the case of PVR, they make use of all their tangibleelements to prove to the customers that the movies ticketsare worth the price they are paying for it.•Prices that had originally started at Rs. 125(for eveningshows) and Rs. 90(for morning shows) have gone upto Rs. 150and Rs. 100 respectively.
    5. 5. •New weekend releases are priced at higher rates rangingfrom Rs.250-Rs.300 according to the seating preference.•PVR Priya has a slightly different pricing system which variesfrom Rs.45 to Rs.150 for different slabs of customers.•The pricing at elite PVR Cinemas such as PVR Europa is Rs.160 and Rs. 750 for a Gold Class ticket. It offers superiorambience, environment, seating, viewing etc. in the sum.
    6. 6. Place/Distribution:•The factor of location is very important keeping in view thepotential markets in terms of channel selection and distribution.•All PVR cinema halls are stationed at good locations in the city.•This enables them to gather a number of footfalls everyday.•PVR opens its outlets at eventful yet untapped locations.•PVR has no other channel of distribution, as their service is soldsolely at their chains.•The only intermediary is the Indian as well as internationalmovie distributors to procure their movie prints.
    7. 7. Promotion:•Promotion is a very vital part of the marketing mix especially in thecase of services.•PVR as a brand indulges into print advertisements on every Fridaygiving out the latest movie schedule.•Any new developments are communicated to the customers via pressreleases.•They are also in collaboration with cellular services like Airtel whichhave SMS and win contests which promote both brands significantlyand give out free tickets to the lucky customers. •PVR hosts various premier shows with leading movie stars visiting thecinema.
    8. 8. PeopleEmployees are internal Customers.• 30 employees at the corporate level.• 50-60 employees at each cinema headed by a Cinema General Manager.• For the customers convenience, The nature of all employees is very friendly, informed, helpful, reliable, soothing, cheerful and youth- like. Therefore, the audience can easily relate and communicate with them.
    9. 9. Physical Evidence• Ambient factors.• Design Factors.
    10. 10. Interior
    11. 11. Exterior
    12. 12. Process• It was the first cinema company to introduce computerized ticketing through use of international box office software in its cinemas.• First cinema to accept credit cards in India against tickets.• First to offer cinema tickets on Internet with online payment gateway for payment.• PVR was the first to install surround sound and Dolby in Delhi.• Gurgaon 7 screen megaplex is equipped with the latest THX approved sound system for the real life sound effects and the state of the art Xenon based projection technology.
    13. 13. BLUEPRINT
    14. 14. Intermission Credits on
    15. 15. GAPS IN SERVICE
    16. 16. GAP 1 : Knowledge Gap•Gap closedEFFORTS MADE TO Gap 1CLOSE THE GAP: Company Perceptions ofInteraction through Social Media. ConsumerGood CRM practices. ExpectationsGood market research.
    17. 17. GAP 2: Standards Gap•Gap closed. Customer-Driven Service Designs and StandardsEFFORTS MADE TO CLOSETHE GAP:Well-defined blueprint. Gap 2Customer oriented servicedesign. Company PerceptionsGood ambience. of ConsumerCleanliness. ExpectationsPhysical evidence.
    18. 18. GAP 3: Delivery Gap•Gap exists. ServiceReasons: DeliveryDeficiency in HR polices.Some customers who negatively Gap 3impact other customers. Customer-Driven Service Designs and Standards
    19. 19. GAP 4 : Internal Communication Gap External Service Communications Delivery Gap 4 to Customers •Gap exists. Reasons: Lack of education for customers Lack of Internal marketing. Absence of customer expection management through all forms of communication.
    20. 20. SERVPERF
    21. 21. Reliability• The movie started as per the timings• Munches are properly served as promised• The seats are relaxing as promised• There is no flaw in quality of food
    22. 22. Assurance• The server know about all the combos• The ticketing person books the ticket without err• The sales person gives ongoing reviews of the movie• The gate person guided to the right seats
    23. 23. Responsiveness• The attendant is available whenever required• Whenever there is a conflict, it is resolved quickly• The telephone help-line respond when called• The munching order was ready quickly.
    24. 24. Empathy• The gate attendant has an affable deportment• The reservation assistant is courteous at all times• The manager give individual attention for any help required• The employees considered all the appropriate needs
    25. 25. Tangibility• The screens are fully HD quality• The sound is clearly audible and not too loud or slow• The staff is well groomed• The seats in the hall are comfortable• The waiting lounge area and facilities are engaging• The rest rooms are clean and equipped with toiletries
    27. 27. CRM &Managing Demand and Supply
    28. 28. Customer Relationship Management
    29. 29. Social Media
    30. 30. Facebook
    31. 31. Twitter
    32. 32. Membership Benefits• No Membership plans• Tie-ups with banks
    33. 33. Managing Demand &Capacity for PVR Cinemas
    34. 34. Demand Patters
    35. 35. High Demand during:• Weekends• Evening Shows• Public Holidays• Festivals• Summer Vacations• Hit Films
    36. 36. Low Demand during:• Weekdays• Matinee Shows• Flop films• High Pricing• Special Events• Calamity
    37. 37. Supply• No of Screens• No of shows• Labour• Quality of Films
    38. 38. Strategies for shifting demand to match capacityDemand too high Shift Demand Demand too low• Increase Price • Reduce price• Increase no of shows • Decrease no of shows • Flexible Timings • Increase Advertising activities
    39. 39. Strategies for adjusting capacity to match demandDemand too high Adjust Capacity Demand too low• Cross-training • Maintenance/ employees Renovation• Part time employees • Employee Vacations
    40. 40. Waiting Line Strategies
    41. 41. Different ways for ticket booking Box Office IVR Online via Mobile Apps only
    42. 42. Suggestions for meeting Demand & SupplyPrice factor Online Booking