Study on Customer Satisfaction of Anjali - Big Cinema Multiplex Theater

Deogiri Institute of Engineering and Management Studies,
Aurangabad
A
Mini Project Report
On
“A Study On Customer Satisfaction of Anjali- Big cinema
Multiplex Theatre”
Submitted by
Mr. Omkar Pravin Deshpande
Div-A, Roll no. 33
MBA I semester
Batch 2017-2019
In partial fulfillment of the completion of MBA course of
Dr. Babasaheb Ambedkar Marathwada University, Aurangabad

Acknowledgement
I, OMKAR PRAVIN DESHPANDE thank to Mr. Anil Dhagane Sir. His expertise
was valuable during each step of the project from narrowing the scope of the research to
theoretical development and analysis.
I also thank Prof. Rupesh Rebba (Head of Department) and Dr. Ulhas Shiurkar
(Director), Deogiri Institute of Engineering and Management Studies, Aurangabad. For
encouraging and guiding me through the Mini Project.
Mr. Omkar Pravin Deshpande
Div-A, Roll no. 33
MBA I semester
Batch 2017-2019

Certificate
This is to certify that, Omkar Pravin Deshpande, a student of Deogiri Institute of Engineering
& Management Studies, Aurangabad. Batch 2017-2019, has duly completed her Mini Project
titled as “A Study on Customer Satisfaction at Anjali-Big Cinemas, Aurangabad”
(MANB408) and has submitted a satisfactory report to Dr. Babasaheb
Ambedkar Marathwada University, Aurangabad, in partial Fulfillment
of Master of Business Administration course.
We wish her all the best for future Endeavor.
Prof. Rupesh Rebba Prof. Rupesh Rebba Dr. Ulhas Shiurkar
Project Guide H.O.D Director

DECLARATION
I, Omkar Pravin Deshpande hereby declare that I have completed the Mini Project
“A Study on Customer satisfaction at ‘Anjali-Big Cinema, Aurangabad” and submitted the
report for the same It has not been previously submitted for the basis of the award of any
degree or other similar titles on this or any other examining body or university.
Place: - Aurangabad Name:- Omkar Pravin Deshpande
Date: - Roll No.A-33
MBA I semester
Batch 2017-2019

INDEX
SR.NO CONTENTS PAGE.NO
1 CHAPTER I:
1.1 OBJECTIVES OF THE STUDY 06
1.2 SCOPE OF THE STUDY 07
1.3 LIMITATIONS OF THE STUDY 08
1.4 INTRODUCTION 09-14
2 CHAPTER II:
2.1 COMPANY PROFILE /THEORITICAL BACKGROUND 15-16
3 CHAPTER III:
3.1 RESEARCH METHODOLOGY 17-18
4 CHAPTER IV:
4.1 DATA ANALYSIS & INTERPRETATION 19-34
5 CHAPTER V:
5.1 FINDINGS & CONCLUSIONS 35
5.2 BIBILIOGRAPHY 36
6 ANNEXURE 37-38

Chapter I
1.1 OBJECTIVES OF STUDY
 To study of consumer behavior towards Anjali-Big cinema theatre
 To study of customer satisfaction.
 To find out the reviews about Anjali- Big cinema theatre
 To study of why Anjali- Big cinema is popular in Aurangabad
 To know about the demand of consumers.
 Compare the facility of Anjali-Big cinema & other
06

1.2 SCOPE OF STUDY
 The study surveyed only in Aurangabad.
 To study of finding what expectation of customers
 To study why customers prefer Anjali- Big cinema
07

1.3 LIMITATION OF STUDY
 Time was the major constraint for our study.
 Sample size is limited to 100 respondents only which may not represent the
expectations of users.
 Only the popularity & quality of Anjali-Big cinema can be evaluated.
08

1.4 Introduction
Anil Ambani‐ led Reliance Media Works Ltd. (RMW) and Carnival Cinemas
announced the signing of definitive agreements for the sale of the former’s multiplex
business to Carnival Cinemas Ltd in the largest‐ ever deal in the sector in India till date.
The transaction will help Reliance Capital, the parent firm of Reliance Media Works
Limited to reduce its leverage by around Rs 700 crore, through a combination of transfer of
debt of Reliance Media Works and an infusion of cash proceeds. The transaction will catapult
to the ranks of the top three multiplex operators in the country, with over 300 screens.
Big Cinemas
Big Cinemas offer a unique experience with formats like Cine Diner‐ Asia’s first
cinema‐ dining concept, 180 degrees recliner seats, Ebony Lounges, Pause Lounge &
Mischief‐ Kid Zone.
Big Cinema’s had an average ticket price of INR 141 & average spend on food &
beverages per head of INR 34 for a period of eighteen months ended March 14.
Big Cinemas served 43 million customers for an eighteen month period ended March
14 against market leader PVR who entertained around 76 million customers for the same
period. This shows PVR served 44% more customers than Big Cinemas.
Standalone revenue of RMW from the sale of tickets for a period of 18 months ended
March 2014 was INR 3753 Million compared to 3893 Million for eighteen months ended
September 2012 while PVR recorded revenue of INR 7,725 million in FY14, as against INR
3,941 million in FY13. PVR’s sale of tickets saw an increased leap of 96% in twelve months
while that of Big Cinemas, saw a decline of 4% in eighteen months.
Market Cap of Reliance Media Works is little over INR 1150 crore while that of its
competitor INOX is around INR 1,700 crore & PVR is around INR 2,900 crore.
The Deal
Carnival said that it will acquire Big Cinemas for an enterprise valuation of a little
over Rs 700 crore inclusive of its debt. This deal excludes IMAX Wadala multiplex’s real
estate assets in Mumbai and some other properties that the group plans to sell separately for
about Rs 200 crore. Carnival is planning to part fund the acquisition through internal accruals
of the group while the rest will be brought in by Mr. Shrikant Bhasi as part of promoter
funding. Additional debt may be raised in the future for refurbishments and brand expansion.
09

The initial cash outage will be quite small. Of the Rs 710 crore enterprise value, close
to Rs 450 crore will be the debt of Big Cinemas and remain INR 260 Crores is the equity
value.
If we assume so, the cost paid by Carnival for acquiring single screen will go around
close to the unit value of Rs 3 crore, which is much cheaper than the cost paid by Cinepolis to
acquire 83 screens of Fun Cinemas earlier this month. Cinepolis paid approximately Rs 5.80
crore to acquire single screen of Fun Cinemas.
The proposed transaction is subject to statutory and other approvals and is expected to
be closed within the current financial year.
About Reliance Media Works
Reliance Media Works Limited (RMW), a part of Reliance Group, is one of India’s
leading Media & Entertainment Companies, with a presence across several businesses
including Film and Media services, Theatrical exhibition of films & Television content
production and distribution called ‘Big Synergy Media’.
Reliance Media Works operates one of India’s largest cinema chains, under the brand
‘BIG CINEMAS’ with over 250 screens Pan India.
Equity shares of RMW were earlier listed under the National Stock Exchange and
BSE Limited. However, the company has been delisted with effect from May 6, 2014.
Shareholding Pattern of Reliance MediaWorks as on 31 March 2015
About Reliance Capital
Reliance Capital is one of India’s private sector financial services company. Reliance
Capital has a presence in Asset Management and Mutual Funds, Life, and General Insurance,
Stock Broking and other activities in financial services.
Reliance Capital had recently announced plans to focus on core business and is in the
process of en‐ cashing its minority investments.
10

The proposed transaction is aligned with Reliance Capital’s stated objective of
focusing purely on its core financial services businesses, significantly reducing exposure to
non‐ core investments in the media and entertainment sector, and reducing overall debt.
RCL’s debt equity ratio as on 31st March 14 stood at 2:1. Its financial cost for the FY
14 was up by 11%to INR 1,850 crore from Rs, 1661 crore a year ago.
The transaction will help RCL to reduce its long-term borrowings of INR 12,801
crore (As of 30 September 14) by approximately INR 700 crore.
RCL has recently exited from day to day operations of its global film and media
services business, by merging its global film and media services business with Prime Focus.
Reliance Capital is also in talks with 2‐ 3 international investors to sell its 16 per cent
stake in leading travel portal Yatra.com for an estimated INR 500 crore.
About Carnival Group
Carnival Group is a Mumbai based corporations with diversified business in
Hospitality, Media, Real Estate, and Entertainment& Multiplexes. Carnival has already
established its brand in movie production, exhibition & distribution along with Food Court,
Events, IT Parks, etc.
Carnival Films Pvt. Ltd., operates cinema chains under the brand ‘Carnival Cinemas’
with over 50 operational screens while 75 screens are to come on stream in the next 2 months
taking the total portfolio to 125 screens. Carnival Cinemas are currently present in Kerala,
Karnataka, Tamil Nadu, Maharashtra, Madhya Pradesh, Uttar Pradesh and West Bengal.
Carnival Group is targeting to achieve 1000 screens by the year 2017.
Carnival has involved in in movie production down south. The group entered the
movie business five years ago as financiers for Bollywood films. Finding Bollywood projects
expensive, Carnival shifted its focus to South India where it financed, produced and
distributed Malayalam movies.
While doing business in the south, the company realized the biggest lacunae is in the
exhibition space. So they started with the multiplex chain from the south and now aiming to
have an all‐ India footprint.
In July, Carnival had acquired HDIL’s multiplex chain Broadway Cinemas for around
INR 110 crores.
The Overall Journey
The movie exhibition sector in India had been represented solely by single‐ screen
cinemas, until the late 1990s. The Multiplex sector in India has seen phenomenal growth over
the last few years. The industry had seen a phase of consolidation with PVR acquiring
11

Cinemax a couple of years ago. Earlier this year Inox Leisure had acquired Satyam
Cineplexes. This deal is the fourth transaction in the movie exhibition business in last six
months.
As per FICCI‐ KPMG Indian Media and Entertainment Report, 2014 multiplexes as
of today account for approximately 25 percent of the total number of screens in the country
with a low screen density of 8 screens per million in comparison with 117 per million in the
US. Given the low screen penetration, India has the potential to significantly increase the
number of existing multiplex screens in the country over the next decade without causing an
oversupply.
India currently has approximately 1700 multiplex screens with PVR in pole position
with 454 screens, followed by INOX at 361 screens. From a small 40 screen player just a
year back, Carnival straight away breaks into the 3rd spot and through organic and inorganic
growth, they are looking at close to 450 screens soon which will make them on the second
spot.
High entertainment tax is a major impediment to exhibition industry’s growth. The
overall tax implication is as high as 40‐ 50% in states like Maharashtra, Uttar Pradesh, etc.
However, post‐ GST, the peak rate is likely to be 16%, leading to significant cost reduction.
Also, input tax credit will be available for set off against the output tax liability (service tax
paid presently for rent, electricity, security, housekeeping, etc. is not available for set off
against output liability of entertainment tax or VAT). GST implementation is likely to result
in 200bp margin expansion.
Operations
They have screens in major cities across India including Ahmedabad, New
Delhi, Mumbai, Navi Mumbai, Nasik, Kolkata,
Hyderabad, Indore, Nagpur, Pune, Kollam, Kanpur, Ranchi, Kochi, Muzaffarpur, Patan, Rajk
ot etc.
What does Carnival get?
● The deal will make Carnival the third largest multiplex operator with nationwide
presence and over 300 screens.
12

● This is a landmark deal for consolidation in the exhibition sector, which is now a 3‐ 4
player game, on a pan-India business. Since Big Cinema was very strong in the North and
West it gives Carnival, which is already strong in the South, an all India presence.
● Carnival Cinemas will not only make its presence in Tier I but would lay emphasis for the
strong presence across Tier II & III cities.
● The transaction will help Carnival, which is already having a presence in movie production
& exhibition to foray its presence in distribution segment.
What’s in it for Reliance Group?
● The sale of Big Cinemas will help the Reliance group to deleverage RCL balance sheet by
Rs 700 crore.
● RMW will continue to retain 4 properties worth INR 200 Crores to monetize separately
for higher value.
● Reliance Capital will have the option to acquire a pre-IPO minority stake in Carnival
Cinemas at an appropriate discount, upon an eventual listing of Carnival Films.
13

Conclusion:
● With the addition of more than 250 screens, the transaction will catapult Carnival to
be amongst the top 3 film exhibition companies with over 300 screens nationwide,
thereby increasing its bargaining power with film producers and distributors for a larger share
of the box office receipts.
● Northern and Western region have the higher share in all India ticket collections.
Hence, enhancing its presence in these regions will work well for Carnival in the coming
years.
● Sale of Multiplex Business will strengthen the financial business of Reliance Group and
is expected to give the cutting edge to the company in their core business future.
14

Chapter II
2.1 COMPANY PROFILE /THEORITICAL BACKGROUND:
BIGCINEMAPROFILE:
Big Cinemas, a division of Reliance Media Works 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 to have 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 have 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 Telegubox office collections from the US.
In Malaysia, the company now has a strong presence of 72screens 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 a presence in the
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 have also partnered with IMAX Corporation to install IMAX’s
new world class digital projection system in BIG Cinemas’ flagship IMAX theatre in
Mumbai.
15

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 and IMAX® 3D.
BIG Cinemas is thereby the only cinema in India, which screens films in
both3D and 6D formats. BIG is the only cinema chain in India, which has launched
the unique concept of Cine Diner at its flagship property in the R City Mall
(Ghatkopar) Mumbai.
BIG Cinemas have 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 of the Year 2008’ by since 2008 in Macau.
16

Chapter III
3.1 RESEARCH METHODOLOGY
 Methodology is a vital aspect of any research or investigation. It enables the
investigator to look into the problems in a systematic, meaningful and orderly manner.
The detailed methodologies adopted in the present study noted below.
1) Research type: The study is descriptive in nature, which aims at portraying the
characteristics of the phenomenon of the study.
2) Data Collection:-
 Primary Data-
Primary data collected by means of a survey. A questionnaire was prepared &
customers of the Aurangabad region approached to fill up the questionnaires. The
questionnaire contains 10 questions which reflect on the type & quality of the services
provided by the customer & these is recorded on a grade scale of yes and no question, as
well as close ended question is also asked. All information later analyzed to obtain the
required interpretation and findings.
 Secondary Data-
In order to have a proper understanding of the services was done from the various
sources, such as book, much data is also collected from the official search engine i.e.
Google and the Wikipedia.
17

3) Sampling-
Non-probability sampling, i.e. Convenience sampling was done to obtain
samples from the population.
4) Sample Size-
For selecting the number of samples for the study Aurangabad, regions have
selected to collect data from 100 respondents through a questionnaire.
5) Data Analysis: -
Data collected encoded, classified and then tabulated graphs further designed
for the better understanding of the data. Single factor analyses, done with the help of
percentage, meaningful interpretation were drawn based on the analysis.
18

Chapter IV
Q1. How many times do you visit Theatres in a year?
1, 2-4, 5-7, 8-10+
Responses Frequency Percentage
0-1 28 28%
2-4 33 33%
5-7 16 16%
8-10+ 23 23%
Total 100 100%
Interpretation:
 28% Respondents are going once in theatre.
 Because respondents are not too much interested in watching movies
 33% Respondents are goes 2 to 4 times in the theatre.
 Respondents have not time to go into theatre regularly from their busy
schedule
 16% Respondents are goes 5 to 7 times in the theatre.
 Respondents go to the theatre regularly, but as per time they have
 23% Respondents are goes 8 to more than 10 times in the theatre.
 Respondents are love to watch movies
28%
33%
16%
23%
1
2-4.
5-7.
8-10.
19

Q2. How many times do you visit Anjali-Big Cinema in a year?
1, 2-3, 4-5, 5+
Interpretation:
 42% Respondents are going once in Anjali-Big cinema.
 Respondents don’t know more about Big cinema
 33% Respondents are goes 2 to 4 times in Anjali-Big cinema.
 Respondents know about Big cinema, but they don’t have time to go
regularly
 15% Respondents are goes 5 to 7 times in Anjali-Big cinema.
 Respondents are like to go to Big cinema
 10% Respondents are goes 8 to more than 10 times in Anjali-Big cinema.
 Because it is affordable
42%
33%
15%
10%
1
2-3.
4-5.
5
1 42 42%
2-3 33 33%
4-5 15 15%
5+ 10 10%
Total 100 100%
20

Q3. Are you satisfied with the Screen quality of ‘Anjali-Big
Cinema' theatre?
Yes, No,
Interpretation:
 87% Respondents are satisfied with the Screen quality of Anjali-Big cinema
 13% Respondents are not satisfied with the screen quality of Anjali-Big Cinema
87%
13%
Yes
No
Yes 87 87%
No 13 13%
Total 100 100%
21

Q3. (a) If ‘Yes’ then rate in Scale.
4. Excellent 3. Good 2. Average 1. Poor
Interpretation:
 21% Respondents scale excellent of the screen quality.
 The best screen quality having Big cinema
 62% Respondents scale good of the screen quality.
 The screen quality is good as like as other movie theatre
 16% Respondents scale average of the screen quality.
 Respondents don't feel good when they are watching a movie
 1% Respondents scale poor of the screen quality.
 Only a few respondents say that the screen turns blur when a
movie was playing
21%
62%
16%
1%
Exellent
Good
Average
Poor
Respondents Frequency Percentage
Excellent 21 21%
Good 62 62%
Average 16 16%
Poor 1 1%
Total 100 100%
22

Q4. How is the Sound quality of ‘Anjali-Big Cinema' theatre?
Excellent, Good, Average, Poor
Excellent 15 15%
Good 56 56%
Average 24 24%
Poor 5 5%
Total 100 100%
Interpretation:
 15% Respondents are feeling excellent with the sound quality of theatre
 The sound was soft to hear
 56% Respondents are feeling better with the sound quality of theatre
 The majority of respondents feeling good when they hear the sound
 24% Respondents are feeling neutral.
 Respondents like the sound, but they face some issue like, stuck &
cracked
 5% Respondents are not satisfied.
 The sound quality of the theatre is not that much good like other movie
theatre
15%
56%
24%
5%
Exellent
Good
Average
Poor
23

Q5. Are you satisfied with the Seating arrangement of ‘Anjali-Big
Cinema?’
Yes, No
Interpretation:
 83% Respondents are satisfied with the Seating arrangement of Anjali-Big
cinema
 17% Respondents are not satisfied with the Seating arrangement of Anjali-Big
Cinema
83%
17%
Yes
No
Yes 83 83%
No 17 17%
Total 100 100%
24

Q5. (a) If ‘Yes’ then rate in the scale.
Excellent 17 17%
Good 70 10%
Average 11 11%
Poor 2 2%
Total 100 100%
Interpretation:
 17% Respondents are highly satisfied with the seating arrangement.
 The seating arrangement is comfortable
 70% Respondents are satisfied with the seating arrangement.
 The seating arrangement is good & comfortable when watching
movies
 11% Respondents are neutral with the seating arrangement.
 Respondents feel uncomfortable when they sat on the seat
 2% Respondents are not satisfied with the seating arrangement
 Some seats are broken, some are hard to get back for relaxing
17%
70%
11%
2%
Exellent
Good
Average
Poor
25

Q6. Are you satisfied with the Food quality of ‘Anjali-Big
Cinema?’
Yes, No
Interpretation:
 69% Respondents are like the food quality
 31% Respondents are not like food quality
69%
31%
Yes
No
Yes 69 69%
No 31 31%
Total 100 100%
26

Excellent 16 16%
Good 72 72%
Average 12 12%
Poor 0 0%
Total 100 100%
Interpretation:
 16% Respondents are highly satisfied with the food quality.
 Respondents are loving the taste of food
 72% Respondents are satisfied with the food quality
 Respondents are like the test, but the oil they use to make food is not
pretty good
 12% Respondents are neutral with the food quality
 The quality of food is low and the prices of food are little high
 Respondents are not selected poor option
16%
72%
12%
Exellent
Good
Average
27

Q7. Ticket prices are higher as compared to other Movie
theatres?
Yes, No
Interpretation:
 37% Respondents are told that ticket prices are higher
 Respondents say that the price of tickets is less high, then another
movie theatre
 63% Respondents are told that ticket prices are not higher
 The ticket prices not as much high and respondents afford the price
37%
63%
Yes
No
Yes 37 37%
No 63 63%
Total 100 100%
28

Q8. Are you satisfied with the ambience of the ‘Anjali-Big
Cinema?’
Yes, No
Interpretation:
 82% Respondents are like the ambience
 18% Respondents are not like the ambience
82%
18%
Yes
No
Yes 82 82%
No 18 18%
Total 100 100%
29

Excellent 15 15%
Good 75 75%
Average 10 10%
Poor 0 0%
Total 100 100%
Interpretation:
 15% Respondents are highly satisfied with the ambience.
 When respondents enter in the theater they feel fresh into the movie
theatre
 75% Respondents are satisfied with the ambience.
 The ambience of the theatre is nice & good
 10% Respondents are neutral with the ambience
 The ambience of the theatre is like decayed and respondents are not
like the smell
 Respondents are not selected poor option
15%
75%
10%
Exellent
Good
Average
30

Q9. How is the behavior of staff In ‘Anjali-Big Cinema'?
Excellent 21 21%
Good 57 57%
Average 18 18%
Poor 04 04%
Total 100 100%
Interpretation:
 21% Respondents are very satisfied with the behavior of staff.
 The staff was helpful to their customers.
 57% Respondents are satisfied with the behavior of staff.
 The staff was good but not that level of respondents felt good
 18% Respondents are neutral with the behavior of staff.
 Respondents say that the staff of Big cinema not good or not bad
 04% Respondents are not satisfied with the behavior of staff.
 The staff of Big cinema is rough when we ask some query
21%
57%
18%
4%
Exellent
Good
Average
Poor
31

Q10. Is parking facility affordable at ‘Anjali-Big Cinema'?
Yes, No
Interpretation:
 74% Respondents are told that the parking facility is affordable.
 Respondents are satisfied with the parking facility and it is affordable
to customers
 26% Respondents are told that the parking facility is not affordable.
 Some respondents are can't afford the parking facility they say that the
charges is a little high
74%
26%
Yes
No
Yes 74 74%
No 26 26%
Total 100 100%
32

Q11. Will you visit ‘Anjali-Big Cinema’ again?
Yes, No
Interpretation:
 88% Respondents will visit to Anjali-Big Cinema.
 Overall the respondents are satisfied with Anjali- Big cinema theatre
and they surely visit the theatre again
 12% Respondents will not visit to Anjali-Big Cinema.
 Some respondents are not like the theatre and they can not come again
to watch a movie
88%
12%
Yes
No
Yes 88 88%
No 12 12%
Total 100 100%
33

Q12. Will you recommend ‘Anjali-Big Cinema’ to others?
Yes, No
Interpretation:
 86% Respondents will recommend to others.
 Respondents like the theatre and they come back with their friends or
family and they also recommend other to come into the theatre to
watch a movie
 14% Respondents will not recommend to others.
 Some respondents say that they don’t want to come again in the theatre
because screen quality, sound quality & food quality is not impressive
to come back in the theatre
86%
14%
Yes
No
Yes 86 86%
No 14 14%
Total 100 100%
34

Statistics
Q1 Q2 Q3 Q3a Q4 Q5 Q5a Q6 Q6a Q7 Q8 Q8a Q9 Q10 Q11 Q12
N Vali
d
29 33 87 102 102 83 102 69 102 37 82 102 21 74 88 86
Miss
ing
73 69 15 0 0 19 0 33 0 65 20 0 81 28 14 16
Mean 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
Median 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00 1.00
Mode 1 1 1 1 1 1 1 1 1 1 1
Q1
Frequency Percent Valid Percent
Cumulative
Percent
Valid 1 29 28.4 100.0 100.0
Missing System 73 71.6
Total 102 100.0
Q2
Cumulative
Percent
Valid 1 33 32.4 100.0 100.0
Total 102 100.0
Q3
Cumulative
Percent
Valid Yes 87 85.3 100.0 100.0
Total 102 100.0

Q3a
Cumulative
Percent
Valid 83 81.4 81.4 81.4
Excellent 18 17.6 17.6 99.0
Exellent 1 1.0 1.0 100.0
Total 102 100.0 100.0
Q4
Cumulative
Percent
Valid 86 84.3 84.3 84.3
Excellent 15 14.7 14.7 99.0
Exellent 1 1.0 1.0 100.0
Total 102 100.0 100.0
Q5
Cumulative
Percent
Valid Yes 83 81.4 100.0 100.0
Total 102 100.0
Q5a
Cumulative
Percent
Valid 87 85.3 85.3 85.3
Excellent 14 13.7 13.7 99.0
Exellent 1 1.0 1.0 100.0
Total 102 100.0 100.0
Q6
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 69 67.6 100.0 100.0
Total 102 100.0

Q6a
Cumulative
Percent
Valid 90 88.2 88.2 88.2
Excellent 11 10.8 10.8 99.0
Exellent 1 1.0 1.0 100.0
Total 102 100.0 100.0
Q7
Cumulative
Percent
Valid Yes 37 36.3 100.0 100.0
Total 102 100.0
Q8
Cumulative
Percent
Valid Yes 82 80.4 100.0 100.0
Total 102 100.0
Q8a
Cumulative
Percent
Valid 89 87.3 87.3 87.3
Excellent 12 11.8 11.8 99.0
Exellent 1 1.0 1.0 100.0
Total 102 100.0 100.0

Q9
Cumulative
Percent
Valid Excellent 21 20.6 100.0 100.0
Total 102 100.0
Q10
Cumulative
Percent
Valid Yes 74 72.5 100.0 100.0
Total 102 100.0
Q11
Cumulative
Percent
Valid 1 88 86.3 100.0 100.0
Total 102 100.0
Q12
Cumulative
Percent
Valid Yes 86 84.3 100.0 100.0
Total 102 100.0

Chapter V
5.1 Findings & Conclusions:
From our research, we came to know that :
 There are certain issues regarding big cinema.
 People are not surely fully satisfied as per the standard and brand of the big cinema.
 The food quality is good
 Ticket prices is not high as compared to other movie theaters
35

5.2 BIBLIOGRAPHY:
 Research methodology, methods & techniques by C.R. Kothari.
 Statistical methods by Dr. S.P. Gupta
 Research methodology by Gupta
 www.wikipedia.com
 www.ensyclopedis.com
 www.Bigcinema.com
36

Marathwada Shikshan Prasarak Mandal's
Deogiri Institute of Engineering and Management Studies,
Aurangabad
A Study on Customer Satisfaction of ‘Anjali-Big Cinemas’ at Aurangabad
Name:-_________________________Age:-______Mobile No:-___________
Q1. How many times do you visit Theatres in a year?
1, 2-4, 5-7, 8-10+
Q2. How many times do you visit Anjali-Big Cinema in a year?
1, 2-3, 4-5, 5+
Q3. Are you satisfied with the Screen quality of ‘Anjali-Big
Cinema' theatre?
Yes, No,
(a) If ‘Yes’ then rate in Scale.
Q4. How is the Sound quality of ‘Anjali-Big Cinema' theatre
Q5. Are you satisfied with the Seating arrangement of ‘Anjali-Big
Cinema?’
Yes, No
(a) If ‘Yes’ then rate in scale.
Q6. Are you satisfied with the Food quality of ‘Anjali-Big
Cinema?
Yes, No
37

Q7. Is Ticket prices higher as compared to other Movie theatres?
Yes, No
Q8. Are you satisfied with the ambience of the ‘Anjali-Big
Cinema?’
Yes, No
Q9. How is the behavior of staff In ‘Anjali-Big Cinema'
Q10. Is parking facility affordable at ‘Anjali-Big Cinema'
Yes, No
Q11. Will you visit ‘Anjali-Big Cinema’ again?
Yes, No
(a) If ‘No’ then Why?
__________________________________________
_____________________________________________
Q12. Will you recommend ‘Anjali-Big Cinema’ to others?
Yes, No
(a) If ‘No’ then Why?
__________________________________________
_____________________________________________
Signature
38

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