1. INTRODUCTION 1.1 Background In 2005, Prime Minister Lee Hsian Loong called for improving the divine service culture in Singapore in his National daylight Rally speech. The Standards, Productivity and Innovation Board (SPRING Singapore) thus highlighted that the radical competition is to Âgmove from service quality to service excellenceÂh. To attend whether service directs have improved and how to achieve service excellence, several(prenominal) sub-committees were set up under Mr. Christopher FernandezÂfs authorization to evaluate antithetic industries. We are from one of the sub-committees that evaluate the guest service in entertainment pains, which includes cinemas, theme parks and museums. Being in a smaller country with very limited natural and piece resources, entertainment as a service industry plays an strategic role in spurring the economy of Singapore. The local media industry alone had an annual turnover of $10 billion, contributing 1.56 per penny to SingaporeÂfs GDP and employing 38,000 people. Cinema industry is a meaningful component of it. With four companies dominating the market, Cathay Cineplexes, Eng Wah Organization, Golden closure and Shaw Organization, there are nearly thirty cinemas in this small country.
Besides, this small island state has the highest movie-going rate in the world, which is 8 generation per person per year. It is therefore crucial for us to improve our customer service consistently in this sector so as to keep its competitiveness, and provide more value-added services to customers in the future. 1.2 Purpose Our stemÂfs task is to focus on the customer service provided by cinemas in Singapore. This report aims to evaluate how well the service level in these cinemas meets customersÂf expectations, to identify specific problems and the causes of these problems, and to suggest shipway to improve from achieving service quality to service excellence. 1.3 Scope We focus on examining the customer service in Golden Village and Eng... If you wish to get a full essay, order it on our website:
Ordercustompaper.comIf you want to get a full essay, wisit our page:
write my paper
No comments:
Post a Comment