5.

0 SERVICES OFFERED BY TGV CINEMA COMPANY

TGV Cinemas Sdn Bhd operates as a film exhibition and entertainment company in
Malaysia. It owns and operates multiplex circuits in Klang Valley, Kinta City, and
Ipoh in Malaysia. The company also rents cinema halls for functions. TGV Cinemas
Sdn Bhd was formerly known as Tanjong Golden Village Sdn Bhd. The company was
founded in 1994 and is based in Kuala Lumpur, Malaysia. As of July 31, 2008, TGV
Cinemas Sdn Bhd operates as a subsidiary of Tanjong Entertainment Sdn Bhd. since
established TGV cinema has experienced growth from time to time by the passage of
time. Services offered by TGV day has undergone many improvements intended to
provide maximum satisfaction to the customers.

5.1 Online ticketing

Online ticketing service is a service that is synonymous with the cinema industry.
most of these services have a cinema, including the TGV Cinema. Service offered by
this company enable customers to buy tickets using their laptop or smart phone only.
they do not need to bother to go out and come to the cinema to buy tickets and they
can make a purchase or reservation at any time and anywhere despite being busy at
work.

5.3 TGV Website

TGV’s website enables users to check the movies show time, show date and
location of cinema. Next, it allows users to check the promotion of cinema
such as TGV Tote Beg, TGV Quick pass and so on. Furthermore, it enables
consumers to make purchase of movie tickets through online. In addition,
contests are provided by TGV’s website to consumers with given rewards
which is free movie tickets for winner and it is available for all consumers.
Besides that, TGV’s website provides the online checking of foods and
beverages favourable which are available in TGV cinema.

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 5.2 sophisticated digital sound and projection systems

Theater Design

Each theater IMAX® is custom designed to deliver the ultimate audio

and visual experience. Most of the standard screen is small so that the most
obvious difference is the screen big IMAX® spanning wall to wall and floor to
ceiling. The screen is not only larger and higher, but also curved and bring
customers closer to the screen. This puts customers in the middle of the action
and creating a deep experience no matter where customers sit.

IMAX® Photo

Proprietary, state-of-the-art IMAX projection system gives the

brightness and contrast of 60% to 40% more than standard theater to create an
experience that is so real it will take customers breath no matter in 2D or 3D.
IMAX® has revolutionized the 3D movie going experience more than two
decades. When customers combine the full IMAX 3D projection technology,
the image that really arises from the screen compared to the normal 3D
cinema.

Surround Sound

Sound system in the theater IMAX® customizable so customers can hear a pin
drop across the room and know where it falls. This is done with soundproof
hall and strategically placed speakers around the hall to maximize the amount
and how sound travels in a room. Each speaker is laser aligned to deliver
accurate sound so it can hit the bulls eye of 100ft.

5.3 Cinema Room

Luxe Hall

Luxe Hall service that provide by TGV Cinema can make their
customers enjoy on perfectly-contoured plush seats clad in red velvet. It is
designed to give their customers an elevated level of comfort during their
movie. Customers can also place their drinks and popcorn on the specially
designed table, and relax their hard-worked hands on the extra-wide arm-rests.
Drinks and popcorn can be placed on specially designed tables while they can

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 sit back, stretch and relax on extra wide seats and arm-rests. Each explosive
and emotional experience with the state of art all-digital projector gives
customers a complete movie experience. Customers can enjoy 3D movies like
never before with a sharp picture and sharp thanks to 3D-X technology,
allowing customers to feel the depth of detail unlike most other theaters.
LUXE, experiencing a new reality in the film.

Indulge Hall

TGV Cinemas has introduced a new luxury concept cinema called

Indulge at TGV 1 Utama which combines fine-dining with a posh cinema
experience. The Indulge cinema is situated on the left corner of the concession
stand at TGV 1 Utama. It has its own private ticketing counter separate from
the general Box Office counter, which then allows patrons to access an
exclusive lounge and dining area before leading towards its two halls that
encompasses a total seating capacity of 32 and 40 seats respectively. The halls
are fitted with plush reclining chairs, comfy blankets and a side table. Indulge
also offers its patrons a wide selection of Asian-Western fusion of fine-dining
meals, like steak, lamb and pasta, along with various choices of beverages.
Indulge represents the essence of style coupled together with the concept of
cinema, therefore, it is a unique cinema concept that stands apart from TGV
Cinemas current chain of locations and hall concepts.

Beaniplex hall

TGV Cinemas introduce Beanieplex or (hall bean bags), which

replaced the standard seat theater with comfortable beanbags. Beanieplex hall
is the first and only Malaysian cinema featuring bean bag chairs, offering
customers the experience of watching a comfortable and relaxed and has
become a favourite among moviegoers.

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 6.0 PROBLEMS FACED BY TGV CINEMA AND ITS SOLUTION.

6.1 TGV Seats in Cinema

Customers satisfaction depends on the services offered. Customer satisfaction

is very important because it can provide feedback and perception of the service
provided. Good service provided by a business will result in customers' perception of
service is also very good. This in turn will create customer loyalty to service or
business where the customer will continue to use the service. But if the contrary is the
case, in contrast to the expectation or customer perception will cause them probably
will not be using the service again. In the Cinema industry, Customers who are going
watching movie at the cinemas must want the comfortable seat to get the satisfaction
of watching movie. This is one of the problems faced by customers while watching a
movie at TGV Cinemas. Customers who complain say TGV cinema seats do not give
comfort to them. Ordinary seats available in the TGV cinema said no support in the
neck. The distance between the front seats with the rear seats are too close to each
customer's hard to stretch their legs. Distance maintained between the seats too close
will cause people to be in front of people feel disturbed by the relative motion behind.

Solution

To solve the problem faced by their customers that related with TGV seats in
cinemas, TGV have revamped their seats so that customer be more comfortable when
watching movies. The distance between the front seats with the rear seats have
extended to provide convenience to customers and enable customers to watch movies
in comfort. Spacious allow customers to move more comfortably without disturbing
the person in front. The beaniplex, Indulge and Luxe hall is the improvement that be
done by TGV Cinemas to give a highest satisfaction when they watching movie at
TGV Cinemas and at the same time can give experience that they never get at another
cinemas. For example, Indulge hall was designed with combines fine-dining with a
posh cinema experience, has its own private ticketing counter separate from the
general Box Office counter, allows patrons to access an exclusive lounge and dining
area and The halls are fitted with plush reclining chairs, comfy blankets and a side
table also also offers its patrons a wide selection of Asian-Western fusion of fine-
dining meals, like steak, lamb and pasta, along with various choices of beverages.

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 6.2 Purchasing and booking Tickets Online

Book and buy tickets online services are usually offered by many theaters such
as MBO, GSC and others. Many people prefer to buy their tickets and make
reservations with the way online because it is convenient for them. they can make a
purchase or reservation ticket at any time, even if they're busy at the office. TGV
Cinemas are not left to offer this service to their customers. but the services they offer
can help facilitate clients rather give their customers problems and ultimately create
dissatisfaction among customers. Interface at TGV cinemas page looks cluttered
because they list all the stages, where the TGV cinema by using the dropdown menu it
will be easier for the customer. In addition, it does not put a picture of seat numbers,
the situation is difficult for the customer to choose the seats you want. Book online
tickets at TGV are suck. Tickets subject to an extension. If the lucky customers can
book a ticket, if not, the computer somehow will forever be trying to connect to the
cinema and it will take a long time to process. Online booking system offered by TGV
does not seem beneficial to customers because of this situation eventually forced the
customer to come out to buy a ticket at the counter cinema.

Solution

Problem Tickets Online purchasing and booking a place at TGV Cinema is due to the
low quality computer systems. To solve this problem TGV must always be sensitive to
customers' problems with a way to update and upgrade the system from time to time
so that customers can make purchases and also book tickets online easily without any
problems related to the computer system. Customers today prefer to be something that
makes it easy to manage. Therefore, the TGV will need to display pictures of their
seats in the cinema with the number of seats so that their customers can choose seats
in parts they want. It is important to ensure that customers can enjoy watching
movies. TGV also need to ensure that their websites are always there to connect to all
the people who want to book and buy their tickets online. It is important to ensure that
any person can connect to the website to make a purchase TGV cinema and ticktes
booking online or learn more about the TGV service. So customers can connect to the
TGV website anytime and not have to rely on luck again. The good book and buy
tickets online system can cause customer satisfaction and it will make them continue
to use the TGV service in a long time.

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 6.3 payment problem

Apart from the problems of the seats in the cinema and problems ticktets
purchases and reservations online, customers also have the problem TGV tickets
online payments. Many who buy movie tickets online at the website complained TGV
face problems making payment ticket. Some customers who book movie tickets but
failed to get their booking number, when they call their customer service TGV told
that the problem with the bank. They get different answers when they call the bank
and they were told that payment has been made and the money has been deducted
from their accounts in accordance with the price of a movie ticket. Unfortunately they
have not received any id number for ticket reservations that have make. When they
want to cancel orders made following the issue, it takes a long time, three to four
weeks. But when they try to make another purchase in the cinema not any problems
that occur. From there clearly show weaknesses in the payment system services
supplied by TGV cinema.

Solution

TGV cinemas must upgrade their payment system for purchase and also book
tickets online. This should be done immediately so that customers can make payment
for the tickets that they buy or book without any problem. The payment system must
automaticly links with the bank that their customers use to pay the tickets price so that
the bank will deduct from customers account. TGV also must show the booking
number of customers once the bank was deduct the tickets price from customers
account. It is importance to ensure the efficiency in payment system of purchasing
and booking online tickets and that same time can improve customers satisfaction. To
increase their customers satisfaction, TGV has been working with Maybank which
Maybank cardholders can enjoy special perks for watching movies at both Standard
and IMAX halls at TGV Cinemas including enjoying complimentary tickets,
promotional discounts and other array of advantages. There will be priority lanes at
the ticketing counters at all TGV Cinemas exclusively for Maybank cardholders. All
holders of Maybank credit, charge and debit (ATM) cards will enjoy the special
privileges that we have introduced, thus enhancing their viewing experience at TGV
cinemas.

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