About the Company

• Priya Village Roadshow (PVR) Cinemas is one of the largest cinema chains in
India.
• The company, which as a joint venture agreement between Priya Exhibitors
Private Limited and Village Roadshow Limited in 1995 with 60:40 ratio, began its
commercial operations in June 1997.
Failure
• By introducing the multiplex concept in India, PVR Cinemas brought in a whole
new paradigm shift to the cinema viewing experience: high class seating, state-of-
the-art screens and audio-visual systems increasing the overall cost of eatables
and food menu also is very unhealthy.
GAP analysis(gaps in service)
GAP 2: Standards Gap
EFFORTS MADE TO CLOSE THE GAP:
o Well-defined blueprint.
o Customer oriented service design.
o Good ambience.
o Cleanliness.
o Physical evidence.
GAP 3: Delivery Gap (Reasons)
o Deficiency in HR polices.
o Some customers who negatively impact other customers.
GAP 4 : Internal Communication Gap (Reasons)
o Lack of education for customers
o Lack of Internal marketing.
o Absence of customer expectation management through all forms of communication.
Suggestion on Service Recovery
• The price of eatables should me reduced
• Healthy food menu
• Customized combo
• Better parking facility to drive in more traffic