RESEARCH PROJECT REPORT

ON
A study of customer preference towards PVR in Moradabad"

In partial fulfillment of the requirement for the award of two year full time
Master of Business Administration (MBA) Degree of Dr. A. P. J
Abdul Kalam Technical University, Lucknow(U.P)

Submitted By:
FAHAD.ALI
Roll No.:- 1870270001
MBA IV SEMESTER

Faculty Guide:
DR. Priyank Gupta
(Assistant Professor, MIT)

Submitted to:

Dr. A. P. J Abdul Kalam Technical University, Lucknow(U.P)

MIT COLLEGE OF MANAGEMENT,

MORADABAD

1
 A Study of Customer Preference towards PVR in Moradabad"

By

FAHAD ALI
ROLL NO :- 1870270001
MBA IV SEMESTER

SUBMITTED TO
DR.A.P.J ABDUL KALAM TECHNICAL UNIVERSITY, LUCKNOW(U.P)

TOWARDS PARTIAL FULFILLMENT FOR THE AWARD OF THE

DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

2018-20
AT THE
MIT COLLEGE OF MANAGEMENT

The author grants to M.I.T College of Management permission to reproduce and to

distribute publicity paper and electronic copies of the project report in whole or in
part

Signature of Student -- - -- - - -- - - -- - - -- - - -- - - - ----------------------

Fahad Ali
MIT College of Management
Roll No. 1870270001

Certified By -
Dr. Priyank Gupta
Project guide

Accepted by -------------------------------------------------
Dr. Manish Agarwal
Director/HOD
MIT College of Management

2
 CANDIDATE'S DECLARATION

I, FAHAD ALI hereby declared that the project titled " A Study of Customer
Preference towards PVR in Moradabad." Which is being submitted in partial
fulfillment of the requirements for the awards of degree of Master of Business
Administration, is an own record carried out by me under the supervision of Dr.
Priyank Gupta The matter embodied in this project has not been submitted so far for
the award of any degree or diploma.

FAHAD ALI
Roll No.:- 1870270001
MBA IV- SEMESTER
MIT College of Management
Moradabad

3
 PREFACE

As a part of my Master of Business Administration (M.B.A) program

I was asked to undergo research report. I was allowed to work on the project

title:-

"A Study of Customer Preference towards PVR in Moradabad."

Research gives an ample opportunity to apply once academic knowledge

in the field of substantiated by ones inactive and lesion capabilities.

The basic purpose of this project is to present the subject matter in

simple language and easily understandable style to assist the reader to

develop thorough understanding about stress of employees.

4
 ACKNOWLEDGEMENT
It gives me immense pleasure and privilege to acknowledge my deepest
sense of gratitude towards all those who helped me in the successful
execution of this project.

I express my sincere gratitude and thankfulness towards Dr. Priyank Gupta

and Lab staff for their valuable time and guidance.

I am grateful to all our friends for providing critical feedback & support
whenever required. There are times in such projects when the clock beats you
time & again & you run out of energy, you just want to finish it once &
forever. Parents made us endure such times with their unfailing humour & warm
wishes.

And last but not the least I am Thankful to my god.

FAHAD ALI
Roll No.:- 1870270001
MBA IV- SEMESTER
MIT College of Management

Moradabad

5
 TABLE OF CONTENT

Chapter No. Chapter Name Page No.

Chapter 1 INTRODUCTION 7-11

Chapter 2 COMPANY PROFILE 12-14

Chapter 3 SWOT ANALYSIS 15-24

Chapter 4 LITERATURE REVIEW 25-28

Chapter 5 RESEARCH METHODOLOGY 29-31

Chapter 6 DATA INTERPRETATIONS 32-47

Chapter 7 FINDINGS OF THE STUDY 48-49

Chapter 8 CONCLUSIONS 50

Chapter 9 SUGGESTIONS 51-52

Chapter 10 LIMITATIONS 53-54

Chapter 11 REFRENCE / BIBLIOGRAPHY 55-56

Chapter 12 ANNEXURE 57-59

6
INTRODUCTION

7
PVR Cinemas is a film entertainment firm in India. The firm, which began as a joint venture

agreement between Priya Exhibitors Private Limited and Village Roadshow Limited.

The firm is founded by Mr. Ajay Bijli , who is the Chairman and Managing Director.

The firm has its origin as Tejas Dhawan in South Delhi, which was bought by Ajay Bijli's father in

1978, who also owned a trucking business, Amritsar Transport Co. In 1988, Bijli took over the

running of the cinema hall, which was revamped in 1990, and its success led to the founding PVR

Cinemas.

By introducing multiplex concept in India , PVR Cinemas brought in a whole new shift to the

cinema viewing experience : high class seating, state of the art screens and high quality audio-

visual systems.

PVR has a strong presence with 628 screens in 135 locations across 51 Indian cities.

As per their future goals Multiplex operator PVR plans to ramp up the number of screens to 1,000

by 2020 from the current number that stands at 600.

I am writing this report on the assumption that the services provided by PVR to its customers are

good in all aspects like price , food & beverages , picture quality etc.

It was the first cinema firm to introduce computerized ticketing through use of internal box office

software in its Cinemas.

During FY18, the firm intends to add up to 70 screens and has earmarked a capex of Rs 250 to Rs

300 crore. Most of this will be spent on organic expansion since the firm does not see any

lucrative buyout options in the near future.

“At the start of the year, the content pipeline did look a bit dicey on the local front (domestic

releases). However, Baahubali has changed all that and now we’re actually seeing FY17 shape up

into a good year. The impact of the (higher) GST rate on movie tickets will be seen for sure. But

despite that, we don’t see a big jump in ATP (average ticket pricing) since our pricing is decided

by the ability to pay and not only by taxation rates,” adds Sood.

8
India’s largest film exhibitor put out a strong March quarter performance, beating Street estimates

on all counts. Revenues were up 19 per cent over the year-ago period. primarily on account of

higher average ticket prices, which increased by 10 per cent, and 5 per cent more footfalls.

Footfalls on a comparable basis however fell by 2 per cent on account of a strike by South Indian

film producers and issues concerning the release of Padmavati in certain states. Had it not been for

the two issues, comparable footfalls would have been up 8 per cent. Ticket prices were higher.

Over the last decade, India has registered the fastest growth among major democracies and is now

the fourth largest economy in terms of ‘‘purchasing power parity’’ .Over the years, spending

power has been steadily increasing in India. On an average, 30-40 million people are joining the

middle class every year.

9
 LIST OF SCREENS ACROSS INDIA

S.no State or Territory No. of screens

1. National Capital Region (India) (Delhi, Faridabad, 74

Ghaziabad, Gurgaon)

2. Ludhiana 16

3. Mohali 9

4. Jalandhar 9

5. Chandigarh 12

6. Pathankot 4

7. Madhya Pradesh (Bhopal, Gwalior, Ujjain, Indore, 18

Satna)

8. Chhattisgarh (Raipur, Bilaspur, Bilai) 17

9. Jharkhand (Dhanbad, Bokaro Steel City, Ranchi) 11

10. Tamil Nadu (Chennai, Vellore) 37

11. Uttarakhand (Dehradun) 5

12. Uttar Pradesh (Allahabad, Gorakhpur, Moradabad, 33

Bareilly, Kanpur, Lucknow)

13. West Bengal (Kolkata) 13

14. Assam (Guwahati) 8

15. Rajasthan (Udaipur, Kota) 7

16. Karnataka (Bengaluru, Mysuru, Mangluru, Hubli) 101

17. Telangana (Hyderabad) 49

18. Andhra Pradesh (Vijayawada) 4

19. Kerala (Kochi) 13

20. Gujrat (Ahmedabad, Surat, Vadodara) 46

10
21. Maharashtra (Mumbai, Nagpur, Aurangabad, Latur,
Nanded, Kolhapur, Pune) 124

22. Bihar (Patna) 3

11
COMPANY
PROFILE

12
 The company has its origin as Tejas Dhawan in South Delhi, which was bought by Ajay

Bijli's father in 1978, who also owned a trucking business, Amritsar Transport Co. In 1988.

 Bijli took over the running of the cinema hall, which was revamped in 1990, and its

success led to the founding PVR Cinemas.

 In 2003, ICICI Ventures invested Rs 40 crore in PVR when Village Roadshow decided to

pull out of the partnership. In 2020, Kanakia group owned Cinemax cinema chain was

bought by Cine Hospitality Private Ltd, a subsidiary of PVR Cinemas for ₹500

crore (US$65 million), making PVR the largest cinema chain in India.

 In May 2020, DLF group owned DT Cinemas was bought by PVR Cinemas for ₹433

crore (US$60 million). 

 From PVR’s Gold Class and Mainstream Cinemas, Director’s Cut to the latest format-

PVR Icon, the firm has made exceptional technology like the IMAX® and the ECX

(Enhanced Cinema Experience), 4 DX accessible to its audience.

 Recently PVR Cinemas ventured into a new cinema concept- Super plex in Noida. The

cinema have 15 screens with IMAX, 4DX, Gold Class, Playhouse(Specially for Kids) and

mainstream auditoriums. PVR Cinemas has invested ₹48 crores in this new venture. PVR's

first "Gold Screen" was launched in Indore in 2015. Recently, PVR Cinemas in association

with HP India has launched Asia’s first Virtual Reality (VR) Lounge at PVR ECX, Mall of

India, Noida.

 In August 2020, PVR Cinemas announced their acquisition of Chennai based Sathyam

Cinemas for 950 crores in a cash and stock deal.

 We are looking to expand our operations significantly, Sanjeev Kumar Bijli, Joint

Managing Director at PVR Ltd told Forbes India on the sidelines of an event in New

13
 Delhi, held to launch a customer loyalty program that offers customers redemption

opportunities.

 Expenditure saw a 15.29 per cent jump to Rs 2,024.77 crore from Rs 1,756.18 in the

previous financial year. Meanwhile, its operating profit remained almost flat at Rs 156.91

crore from Rs 156.86 crore in FY16. PAT for the year under review stood at Rs 94.3 as

against Rs 98.31 in FY16.

 Annual footfall increased by 8 per cent to 75.2 million, while usual ticket prices rose by 4

per cent in FY17.

 Revenues from the food and beverages segment stood at 24 per cent, reflecting strong

performance on a year-on-year basis. Advertising revenues, on the other hand, grew 16 per

cent as compared to the same quarter in FY16.

 Sood, however, feels growth in the food and beverages segment could have been better, if

not for the lingering effects of demonetization in January.

 In August 2020, PVR Cinemas announced their acquisition of Chennai based Sathyam

Cinemas for 950 crores in a cash and stock deal.

“Our strong thrust on innovation and delivering the best movie-viewing experience, besides our

customer-centric approach and a growing circuit of high quality cinemas remain critical factors in

our ability to generate positive operating results over the long-term. We are the

leading multiplex player in India and will surpass the 600 screens mark in current financial year.”

14
SWOT ANALYSIS

15
STRENGHTS

 
 First mover advantage in the multiplex business in India

 Updated technology

 Premium positioning

 Plays Hindi, English, Regional & foreign movies

 Locational strength

 Ambience

 Started the concept of ‘a complete movie going experience’

 Market leader

 Very strong brand equity

 TOM recall

 ‘Original’ multiplex

 
16
  Blend of retail & entertainment

WEAKNESSES
 
 High cost perceptions

 T.A very specific (not mass service)

 Disjointed images for all PVR properties

 Customer retention

 Parking problems

OPPORTUNITIES
 
 First mover advantage

 Growing family spending on entertainment

 Large film industry – over 200 Hindi films every year

 PVR loyalists

THREATS
 
 Competition blooming large

17
 

 Government’s interference

 Entertainment Tax

 Other Multiplexes as competition

 Other ways of entertainment

 Accused of increased crime rate

 Piracy No control over surroundings e.g. West Delhi

 Movies becoming bigger than the brand

 Concentration risk

 Execution delays

 Piracy

Some news articles of PVR

18
19
REVENUE GROWTH

PVR witnesses 7% revenue growth in first quarter

Cinema exhibition company PVR Ltd on Wednesday said that the firm witnessed 7 per cent

revenue growth in the first quarter.

The firm released its audited standalone and consolidated financial results for the quarter ended on

June 30, read a statement.

The revenues for quarter were Rs 700 crore as compared to Rs 653 crore during the corresponding

period of last year, witnessing a growth of 7 per cent.

Consolidated EBITDA for the quarter was Rs 141 crore as against Rs 131 crore in the same period

last year, witnessing a growth of 8 per cent. EBITDA margin for the quarter was robust at 20.2 per

cent. Consolidated PAT for the quarter was Rs 52 crore as compared to Rs 44 crore during the

corresponding period of last year, a growth of 17 per cent.

The box office revenues for the quarter were up by 12 per cent from Rs 343 crore to Rs 385 crore

led by an 8 per cent growth in admits.

Ajay Bijli, Managing Director, PVR Ltd said: "Movies across languages and genre performed

well, which augurs well for the overall industry. We are continuing to expand our presence in the

Indian market and deliver world class cinema going experience to our patrons."

The movie exhibition business is still largely dependent on the kind of films released every Friday,

but multiplexes are tweaking their strategy to derive more from consumers. Exhibitors are pushing

filmgoers to have more food and beverages on their premises at a time when the chorus of people

in favor of outside food into cinema halls is growing

20
In July-September, growth of food and beverages (F&B) revenue for PVR and Inox Leisure was

the highest in nine quarters at 25 per cent and 41 per cent, respectively.

The country’s top two multiplex companies are increasingly shifting their attention to

ancillary segments to shore up revenues, cutting prices of F&B items in the process. The trend, say

experts, is expected to stay in the coming quarters as operators see merit in this strategy.As things

stand, multiplexes derive most of their revenues from three sources -- box office collections, F&B,

and advertisements. These account for 92-93 per cent of the revenue, with box office

collections contributing the lion's share.

21
Future goals

Multiplex operator PVR plans to ramp up the number of screens to 1,000 by 2020 from the current

number that stands at 600. We are looking to expand our operations significantly, Sanjeev Kumar

Bijli, Joint Managing Director at PVR Ltd told Forbes India on the sidelines of an event in New

Delhi, held to launch a customer loyalty program that offers customers redemption opportunities.

“In today’s day and age, you have to keep inventing your business to stay ahead in the race,” Bijli

added.

Here are some Questions smartly Answered by Mr. Bijli

Could you throw some light on your expansion plans? Do you have a 5-year target? What

are your plans for tier II/ III cities?

We want to ramp up the number of screens and add another 400 by 2020. Currently, we have 600

screens pan India. In terms of investment figures, I would say, we will look at investing Rs 800

crore over next 3-4 years. While we are taking adequate steps to increase our luxury offerings with

the launch of Director’s cut, we want to focus on the regular cinema halls and want to focus on the

southern part of the country. As far as Director’s Cut is concerned, we are looking at launching the

luxury format in destinations like Mumbai and Bengaluru.

You mentioned ‘innovation’. What would you say are the key milestones for PVR?

Launching a superplex concept would definitely feature as one of our key milestones. While we

started an 11-screen concept in Bangalore way back in 2001-2002 when it was rather novel,

22
launching the Noida superplex last year was a landmark. The idea was to provide various formats

under one roof. Our digital initiatives also reflect a lot on focus on innovation. We have come up

with an online customer loyalty programme. It is simple for customers to register for it and redeem

points and in turn get rewarded. I believe it will be a game changer in evincing customer interest.

We did a soft launch a few months ago and we already have 26,000 members registered, most of

who are based in tier 1 cities (New Delhi, Mumbai, Bengaluru and Pune).

INNOVATION

PVR Launches India's First Samsung-Powered Onyx Cinema LED Screen

PVR

Cinemas and Samsung on Monday announced the launch of India's first Onyx Cinema LED screen

at PVR Icon in Delhi's Vasant Kunj. Samsung's technology eliminates the need for projection-
23
based systems, bringing arguably the most significant enhancement to the movie viewing

experience since the industry's inception over 120 years ago.

The underlying technology used in the Samsung Onyx Cinema LED screens is similar to the one

on your TV screen, which means the theatre doesn't need to be pitch-dark for you to get the

optimum viewing experience. Samsung also claims the new tech enables truer blacks, HDR

support, as well as an enhanced 3D experience that's brighter and offers greater depth. All Onyx

Cinema LED screens feature audio solutions by JBL, a brand that Samsung inherited as part of the

Harman Global acquisition.

"This screen is one of first few screens launched worldwide by Samsung and we are thrilled to

partner with one of India's biggest film entertainment firm, PVR Cinemas to bring in this game

changing technology for the movie lovers," says PuneetSethi, Vice President, Consumer

Electronics Enterprise Business, Samsung India.

Sethi explains that the Onyx Cinema LED screens will be available in three sizes and resolutions -

a 2K screen which is 5.1m x 2.7m in size, a 4K screen which is 10.2m x 5.4m, and the biggest 4K

screen, which is 14m wide and 7.2m tall. The last will be available in India by the end of the year,

while the first two are already being offered as options to potential partners.

24
 LITERATURE
REVIEW

According to BROWN in (1992), defines the customer behavior and satisfaction is a consumer

wants and needs towards product and services for accumulate the purchasing power of

consumption power

. According to JOEY and SASSER(1997), defines the customer satisfaction toward customers

they describes about the consumption to the needs and satisfaction about conception and also

relation about the customers they said that the adjustment about the study and ad joining the

consumer about the satisfaction on the relation of consumers related to consumer.

According to PARASURAMAN ET AL in 1985, defines that the customer behavior and

25
satisfaction is the important for the consumer which can be controlled by the satisfactory of the

purchasing of the relations of consumer and customers.

According to VYAS, P.H (2007), describes that the sales promotion practices in apparels retail

sector and challenges Ahead.

According to GOYAL, B. B and AGGARWAL, MEGHNA in (2009), they identify the relative

importance of the various consumer products that consumers purchase at tickets purchasing.

According to P. VIKKRAMAN; and N.SUMATHI in (2010), defines that how to analyses the

purchase behavior among the Indian consumers for to watch movie tickets regarding the various

kinds of movie are available in apparels industry.

According to KRISHNA C.V IN (2011), describes the study if consumer preferences towards

private label.

According to HAWKIINS in (1998), defines the consumer satisfaction and consumer behavior

towards the study of which the attitude towards the perceptions describes the consumer

satisfaction and behavior is households and familiar in nature it also adversity their prosperity.

According to CONEY in 1998, defines the altitude of consumer satisfaction with the adversity

towards the implementation of the consumer preference towards the market sector.

According to BEST, MOKERJEE in (2000), it has an achievement of the market sector to the

consumer satisfaction toward the individual decisions which can be follows the purchasing power.

It is called the consumer satisfaction towards companies.

According to BITA AND DELA in (2000), they were said that the consumer

behavior towards the accumulate their facilities to this concepts which can be adjustable the facts

there has been cumulative their decisions.

According to WALTER & PAUL in 1971, customers were purchasing and taking the materials,

goods and services is it involves the customer behavior. The decision when people taking when

they was purchasing tickets and services.

According to WALKER in(2003), defines the decision which can be accumulate the distinguished

26
between the products of the people of consumption their products and services which can be

ascertain the services.

According to Engel in (2003), describes the consumer Satisfaction towards the decisions of the

people. The family decisions which can be advertising the purchasing power of the satisfaction

towards the individual decisions.

According to KANK in (2006), identifying the people’s decisions who will be purchase the

products and services which can be according to the resources by the apparels to maintain the

legality of the sources is known the particular decision of the people for buying behavior.

According to MILTON in (2003), it is to identifying the approval of the buying behavior and

satisfaction towards the products and services to the companies to run long run market segment

and strategies of the consumer behavior and satisfaction.

According to the FLYNN in (1997), the buying behavior and satisfaction of the consumer is

depend on people who will be purchasing the products and services.

27
 OBJECTIVES

The objectives of my research study is to analyze the different parameter related to the perception

of services provided by PVR Moradabad like tangibility, reliability, responsiveness, assurance,

quality, price ..

To make available the data related to the various weakness areas of PVR so that they can adopt

changes to them and improve their services so that their market will increase

To identify the determinants of service quality which are vital to PVR

Our main objective is to identify what people want and what problems they are facing right now

I.e. comfortability, high price, cleanliness, food quality, hygiene

28
 RESEARCH
METHODOLOGY

29
 RESEARCH METHODOLOGY

DEFINITION:
Examine will be characterized similarly as human action dependent upon scholarly provision in

the examination for is concerned. Those basic role to connected Examine is discovering,

interpreting, and the improvement for systems Also frameworks to the headway from claiming

human learning for An totally mixture of exploratory matters about our reality and the universe.

Research might utilize the exploratory method, Yet necessity not do In this way.

TYPES OF RESEARCH :
There are two types of research-

Qualitative research:-Qualitative Examine permits you to investigate perceptions, attitudes

What's more motivations and should see how they are structured. It gives profundity of data which

camwood a chance to be utilized within its own right or with determine the thing that qualities will

hence be measured done quantitative investigations. 

Quantitative research:-Quantitative investigate will be spellbinding and gives tricky

information on the numbers from claiming kin exhibiting sure behaviors, attitudes, and so forth. It

gives majority of the data in broadness Also permits you to example huge amounts of the

number.  

RESEARCH DESIGN:

Research can be defined as structural Blueprint with in which the research has to be

conducted . The research conducted is a descriptive research Descriptive research may be

defined as the research which describes a particular behavior or individual in a given

situation .

SAMPLE DESIGN:

Sample design is the way a sample for a research is conducted. It provides a frame. Work

30
for selecting sample for the research.

DATA:

Data can be defined as a collection of information.

They are of two types :

Primary data - Data that is collected for the first time by the research for the purpose of

studding it.

Secondary data - Data that is defied from the pre Existing data or information in known

as secondary data.

DATA TYPE
Primary data
SAMPLE UNIT
Local public
SAMPLING TYPE
Convenient and
Random Sampling
SAMPLE SIZE
50
RESEARCH TOOL
Questionnaire
TYPE OF RESEARCH
Analytical Research
DATA COLLECTION METHOD
Survey
SAMPLE AREA
Moradabad

31
 DATA
INTERPRETATION

1. Which is the best among the 3 Auditorium?

(a)Audi 1 (b) Audi 2 (c) Audi 3

32
 Sales
22%

A
B
8% C

70%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 70% of the sample size satisfied with

Audi 1, 8% are satisfiedwith Audi 2, 22% of the sample size satisfied with Audi 3,and with the

services of the PVR Moradabad.

33
2. What’s your opinion about its infrastructure?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
6% 8% 12%
26%
a
b
c
d
e
48%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 8% of people thinks that its

infrastructure is Excellent, 12% thinks it has a Very Good infrastructure, 48% think it has a Good

infrastructure, 26% think it has a Average infrastructure and 6% think that it has a Poor

infrastructure.

34
3. Rate the picture quality
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
DATA
4% 12%
10%
a
b
c
d
52% e
22%

INTERPRETATION
As per the finding of the above question of my questionnaire 12% of people think that it has an

Excellent picture quality, 10% of people thinkthat it has a Very Good picture quality, 22% think

that it has a Good picture quality, 52% think that it has an Average picture quality and 4% think

that it has a Poor picture quality

35
4. What can we say about its security system?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
12% 6% 14%

a
b
22% c
d
e

46%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 14% people of my sample size think

that it has an Excellent security, 22% people of my sample size think that it has its security system

is Very Good, 46% people of my sample size think that it has a Good security system, 12% people

of my sample size think that its security is Average and 6% people of my sample size think that it

has an Poor security system.

36
5. What can you say about the price of food according to its quality?
(a)Very high (b) High (c) satisfactory (d) Average (e) Low

Sales
14% 4% 2% 12%

a
b
c
d
e

68%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 12% people think that its prices are

Very high, 68% people think that its prices are high, 14% people think that its prices are

satisfactory, 4% people think that its prices are Average and 2% people think that its prices are

Low with.

37
6. Are the seats of the auditorium comfortable?
(a)Yes (b)No

Sales
28%

a
b

72%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 72% of the population thinks that the

auditorium is comfortable, 28% population thinks that the auditoriums are not comfortable.

38
7. What’s your opinion about the probable attitude of the co visitors in the auditorium?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
4% 16%
26%

a
b
c
22% d
e

32%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 16% feels that the co - visitors has

Excellent attitude, 22% feels that co – visitors has Very Good attitude, 32% feels that the co –

visitors has Good attitude, 26% feels that the co – visitors has Average attitude and 4% has a Poor

attitude.

39
8.What is your opinion about the sound quality?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
10% 2%
36%
18% a
b
c
d
e

34%

DATA INTERPRETATION
As per the finding ofthe above question of my questionnaire 36% are Excellent with the sound

quality, 34% are Very Good with sound quality, 18% are Good with sound quality, 10% are

Average with sound quality and 2% are Poor with the sound quality.

40
9. What’s your perception about the behavior of the employees?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
8% 12%
18%
a
b
c
32% d
e

30%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 12% think that employees has an

Excellentbehavior, 32% think that employees has Very Goodbehavior, 30% think that employees

has Goodbehavior, 18% think that employees has Averagebehavior and 8% think that employees

has Poorbehavior.

41
10. How much rating will you give?
(a) ***** (b)**** (c)*** (d)** (e)*

Sales
12% 2% 14%

a
16%
b
c
d
e

56%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 14% gave five Star, 56% gave four

Star, 16% gave three Star, 12% gave two Star and 2% gave one Star .

42
11. What about customer satisfaction?
(a)highly satisfied (b)satisfied (c)not satisfied

Sales
14% 28%

a
b
c

58%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 28% are highly satisfied, 58% are

satisfied, and 14% are not satisfied.

43
12. How about its online facilities?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
10% 6%

a
14% b
52% c
d
e

18%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 52% are Excellent with online

facility, 18% are Very Good with online facility, 14% are Good with online facility , 10% are

Average with online facility and 6% are Poor with the online services.

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13. What is the availability of the mode of Transportation to reach the destination from your
residence?
(a) Personal vehicle (b) mini metro (c) auto rickshaw (d) manual rickshaw (e) walking

Sales
6% 22%
4%
a
b
c
d
40% e

28%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 22% use Personal Vehicle, 28% use

Mini metro, 40% use Auto rickshaw, 4% use Manual rickshaw and 6% prefer walking.

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14. What can you say about its management?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
10% 4% 16%

a
b
c
d
32% e

38%

DATA INTERPRETATION
As per the finding of the above question of my questionnaire 16% thinks that the management is

Excellent, 38% thinks that the management is Very Good, 32% thinks that the management is

Good, 10% thinks that the management is Average and 4% thinks that the management is Poor .

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15. What’s your view about its cleanliness?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

Sales
12% 2% 12%
DATA

a
b
c
d
32% e
42%

INTERPRETATION
As per the finding of the above question of my questionnaire 12% thinks that it has an Excellent

cleanliness, 42% thinks that it has Very Good cleanliness, 32% thinks that it has Good

cleanliness, 12% thinks that it has a Average cleanliness and 2% thinks that it has Poor

cleanliness.

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FINDINGS OF THE
STUDY

48
 FINDINGS

1. Most of the respondents are aware about the PVR.

2. Most of the respondents said that they use PVR for entertainment purpose.

3. Most of the respondents feel safe in the premises of PVR.

4. Most of the respondents are satisfied with the environment of PVR.

5. Half of the respondents said that they keep in mind for Cash back when it comes to book

tickets.

6. Most of the respondents believe that PVR is safe for bank account details.

7. Most of the respondents like their employees behavior.

8. Most of the respondents said that they attract to it because of their conformability.

9. Most of the respondents like clean environment of PVR.

10. Most of the respondents go to PVR on monthly Basis.

11. Most of the respondents said that 50% to 80% people are using PVR.

12. Most of the respondents said that they of course refer others for PVR.

13. Most of the respondents said that they are very satisfied from PVR in every aspect.

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 CONCLUSION

CONCLUSION

The main emphasis of this project report is to study of the consumer preference towards PVR in

Moradabad city. Mostly customers are use PVR, and their propose to use PVR is entertainment

and refreshment when they using PVR services they keep in mind about show timing and cash

back. The customers says that they find

PVR is safe for add back account details. Most of the consumers are use PVR on monthly basis

and they think that 50% to 80% people are using PVR. Most of the consumers are aware about

PVR from Advertisements. The customers are very satisfied with the PAYTM service and they are

like to refer their friend to use PVR.

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SUGGESTIONS

51
 SUGGESTIONS

 PVR should focus on promotional and advertisement activities.

 It should made application procedure easy and understandable for its customers.

 Terms and conditions should be easy and understandable by its customers.

 They have to work on awareness in rural areas also.

 Firm should offer new schemes to its customers and discounts.

 They have should put efforts in maintaining good relationship with its customers.

 It should aware customers about its new policies and procedures.

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LIMITATIONS

53
 LIMITATIONS

 The survey was limited to Moradabad area only.

 The sample size was limited to 50 customers.

 Some respondents are not ready to provide true information.

 Many respondents do not return the Questionnaire in time despite of several reminders.

 There is a risk of collecting incomplete and wrong information as some people are unable

to understand questions properly.

 Many people do not respond and returned the questionnaire.

 Questionnaire method cannot be used for illiterate persons.

54
 REFRENCE/
BIBLIOGRAPHY

55
 REFERENCES
 WWW.GOOGLE.COM

 WWW.WIKIPEDIA.COM

 WWW.ORG.COM

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ANNEXURE

57
 STUDY OF CONSUMER SATISFACTION TOWARDS PVR, MORADABAD
Name : __________________________________________________
Address : __________________________________________________________
__________________________________________________________
Contact No : +91___________________ Age : _____
Occupation : _______________________ Education : __________________
Questionnaire
1. Which is the best among the 3 Auditorium?
(a)Audi 1 (b)Audi 2 (c)Audi 3
2. What’s your opinion about its infrastructure?
(a)Excellent(b)Very Good(c)Good (d)Average (e)Poor
3. Rate the picture quality
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor
4. What can we say about its security system?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor
5. What can you say about the price of food according to its quality?
(a)Very high (b) High (c) satisfactory (d) Average(e) Low
6. Are the seats of the auditorium comfortable?
(a)Yes (b)No
7. What’s your opinion about the probable attitude of the co visitors in the auditorium?
(a)Excellent (b)Very Good(c)Good (d)Average (e)Poor
8.Whatis your opinion about the sound quality?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

58
9. What’s your perception about the behavior of the employees?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor
10. How much rating will you give?
(a) ***** (b)**** (c)*** (d)** (e)*
11. What about customer satisfaction?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor
12. How about its online facilities?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor
13. What is the availability of the mode of Transportation to reach the destination from your
residence?
(a) Personal vehicle (b) mini metro (c) auto rickshaw (d) manual rickshaw (e) walking
14. What can you say about its management?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor
15. What’s your view about its cleanliness?
(a)Excellent (b)Very Good (c)Good (d)Average (e)Poor

59