HOUSE OF SERVICE

QUALITY

SUPER CINEMA, VOGUE TOWERS

 Group Members
Faizan Abdullah
Hammad Razi
Irfan Inayat
Saba Javed
 INTRODUCTION

Super cinema is an entertainment cinema

located at the heart of Lahore.

One of the best and largest screens with

highly equipped technology of 3D X Mirror.

Consists of three halls varying in seats and

audience.
Hierarchy Of Management
CEO

General
Manager

Operation
s
Manager

IT Accounts Floor
Manager Manager Manager

Housekee
Ushers
ping
 Research Design
Methodology
Designed customer and management
questionnaires and have them filled by both
parties.
Population : 360,000
Sample size is 79
Confidence Interval: 11
Confidence Level: 95%
Competitive Position
Super cinema is a CHALLENGER
It is competing with its competitor in all
aspects.
Upgrading the technology and ambience
with respect to its rival.
Going extra mile in terms of staff
responsiveness and reliability.
 INTREPRETATIONS
Customer expectations Sub Factors Rating

Movie Start on Time 2

Less Noise while 2

watching movie
Reliability 8
Entertainment 2

Security 1

Audio 1

The relative importance customers gave to reliability overall is 8.

2 is given to the starting time of the movie, 2 again to less noise or
silence in halls while movie is going on.
2 to the entertainment they provide or not, 1 to security checking
and lastly 1 to the audibility of the movie.
 Staff Respond 2
In case of any problem 2
No delay by Food Court
Responsiveness 1 7
Staff
Respond to all queries 1
Online ticket buying 1

The overall importance given to this factor is 7.

In sub factors 2 to staff responsiveness and how helpful are they if one
encounter any issue, meaning customers are just okay with these factors.
 Employees well aware 2

Polite and helpful 2

Assurance employees 8
Knowledge to respond 2
Over sales issues 2

1-The overall rating give to assurance is 8

2-Customers rated all the sub factors of this element as 2.

 Individual Attention 2
Aware of Customer
2
Needs
Empathy Are employees 7
1
Sympathetic
Discount on
2
membership card?

1- The overall rating customer gave to empathy is 7.

2-Customers gave first, second and last sub factor 2.

3- employees are not at all sympathetic in the eyes of

customers.
 2
Ambiance

Movie Equipments 2
Tangibility 8
2
Hygienic Snacks

Seating is comfortable 2

1-The overall rating given to tangibles is 8.

Recommendations
Timings of the movie should be more
flexible

Communication about movies should be

done more effectively

Lastly, for long term they should look to

launch more Screen in different areas in
Lahore.
LIMITATIONS
Gathering and collecting data from
customers was difficult.
Frequent meetings with the manager was
mostly delayed because of their busy
schedule.
Obtaining information from the
management was a lot tough.
Conclusion
Super Cinema, Vogue Tower is doing fine

They need to work on movie timings and

communication

Finally, the tool House of Service Quality

should be used after some interval.