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  • A Study On The Service Quality

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    This document contains a questionnaire to measure service quality at a movie theater called ARRS Multiplex in Salem. The questionnaire collects demographic information like age, gender, occupation, and income from respondents. It then asks respondents to rank their level of agreement on a 5-point scale for 25 different attributes related to the movie theater's tangibility, reliability, empathy, assurance, and responsiveness. The attributes cover areas like ticket booking options, cleanliness, picture and sound quality, parking facilities, restrooms, food quality, time management, staff assistance, customer attention, safety features, pricing, wait times, signage, personal attention, response to calls and emergencies, seating, and professionalism during shows.

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    A STUDY ON THE SERVICE QUALITY

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    This document contains a questionnaire to measure service quality at a movie theater called ARRS Multiplex in Salem. The questionnaire collects demographic information like age, gender, occupation, and income from respondents. It then asks respondents to rank their level of agreement on a 5-point scale for 25 different attributes related to the movie theater's tangibility, reliability, empathy, assurance, and responsiveness. The attributes cover areas like ticket booking options, cleanliness, picture and sound quality, parking facilities, restrooms, food quality, time management, staff assistance, customer attention, safety features, pricing, wait times, signage, personal attention, response to calls and emergencies, seating, and professionalism during shows.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
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    Download as docx, pdf, or txt
    15 views2 pages

    A Study On The Service Quality

    Uploaded by

    maliniinilam
    This document contains a questionnaire to measure service quality at a movie theater called ARRS Multiplex in Salem. The questionnaire collects demographic information like age, gender, occupation, and income from respondents. It then asks respondents to rank their level of agreement on a 5-point scale for 25 different attributes related to the movie theater's tangibility, reliability, empathy, assurance, and responsiveness. The attributes cover areas like ticket booking options, cleanliness, picture and sound quality, parking facilities, restrooms, food quality, time management, staff assistance, customer attention, safety features, pricing, wait times, signage, personal attention, response to calls and emergencies, seating, and professionalism during shows.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 2

    MEASUREMENT OF THE SERVICE QUALITY

    IN THE ENTERTAINMENT SECTOR

    AT ARRS MULTIPLEX, SALEM

    QUESTIONNAIRE

    NAME: ________________________________________________________________.
    AGE:
    A. 21-30 B. 31-40 C. 41-50 D. More than 50
    GENDER:
    A. Male B. Female
    OCCUPATION:
    A. Business B. Professional C. Student D. Housewife
    E. Others.
    INCOME: (per month)
    A. Below 10,000 B. 10,001 – 25,000 C. 25,001 – 50,000
    D. Above 50,000.

    The following are the attributes of Tangibility, Reliability, Empathy, assurance and
    Responsiveness. Rank the following by making a mark in the appropriate boxes.

    Strongly Agree Neither Disagree Strongly


    Agree Agree nor Disagree
    ATTRIBUTES Disagree
    05 04 03 02 01

    1. Availability of counters

    2. Online ticket booking

    3. Ambience

    4. Cleanliness

    5. High definition picture quality


    6. Sound system

    7. Availability of generators
    8. Time taken to resume the movie during power
    failure
    9.Ample space for car & two wheeler parking

    10. Rest room facilities

    11. Hygiene of Canteen


    12. Reduce confusion and chaos and time
    management (counter, parking, etc)
    13. Personnel to help in clearing traffic
    14. Timely attention when there is a need for
    customer.
    15. Availability of fire extinguishers, emergency
    exits, alarms, first aid, etc
    16. Fair pricing of tickets
    17.Waiting time – do they delay in providing the
    services ( counters, show time, canteen etc..)
    18. Sign boards for guidance

    19. Personal attention to customers

    20. Promptness to calls (enquiries)

    21. Promptness of show timings

    22. Black tickets – Degree of Fraudulence.

    23. Efficiency in handling emergency situations

    24. Comfortable seating arrangement

    25. Professionalism during shows

    THANK YOU

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