8. Delivery of goods-Movie Plex
• Some customers who negatively impact other customers
• Word of mouth communication through friends
9. 4. Internal Communication Gap
CUSTOMER
COMPANY
Advertising and
sales promises
GAP 4
Execution of design/delivery
specification
4. Internal
Communication Gap
10. Movie Plex
• Lack of education for Customers
• Lack of Internal Marketing
• Absence of customer expectation management through all forms of
communication
16. Customer perception
of product execution
Customer interpretation of
communications
Customer experience
relative to expectation
Movie
timings
Ticket
booking
Waiting
lounge
area
3:15 3:30 3:45
Cozy and
comFortable
sofa
Uncomfortable
and conjucted
Too much rush
and no space to
sit
Booking by
telephone
Collect before
movie
Collect before 30
mins of movie
17. • Movie started as per timings
• Ticketing persons books the ticket without any error
• Whenever there is conflict, it is resolved quickly
• Screens are fully HD quality
• Waiting lounge area and facilities are engaging