Case Study on MBO Cinemas-Free-Samples for Students-Myassignment

Question: Discuss about the Impact of Customer Perceived Value on Customer Satisfaction and Retention, a Case Study on MBO Cinemas, Malaysia. Answer: The Impact of Customer Perceived Value on Customer Satisfaction and Retention, a Case Study on MBO Cinemas, Malaysia The purpose of this project is to find out the relationship which exists between customers' perceived values, their satisfaction, and retention among the consumers of MCAT Box Office Cinema services in Malaysia. Methodology: This project shall examine the connection between consumers' perceived value of MBO Cinema services with customer satisfaction and retention. Some questionnaires will be used in measuring consumers' perceived values, satisfaction, and reliability towards MCAT Box Office Cinema services in Malaysia. Questionnaires will be dispersed to the present subscribers of the MBO Cinema services in various locations such as Alor Star Mall, Landmark Central, Kepong Village Mall, Harbour Place, and Sitiawan. The overall number of subscribers for this MCAT Box Office Cinema services in Malaysia is confidential and cannot be publicized. In consideration of the net number of questions per questionnaire (54), the total number of samples shall be 270 (for 10 percent verge of error) to 540 (for 5 percent verge of error). In this case, the researchers due to various factors such as timeline for the project completion, 5% margin of error will be chosen. In order to ascertain the marked sampl e size is accomplished, 400 set of questionnaires will be disseminated to the MBO consumers randomly for them to fill all subdivisions of the feedback form. In addition to the questionnaires, other customer satisfaction metrics to be used shall include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Effort Score (CES). Theoretical approaches: The correlation between consumers perceived values and consumer satisfaction of the MCAT Box Office Cinema services in Malaysia services will be scrutinized using Pearsons Correlation and the findings will be is presented in tabular format. The customers perceived values to be taken into consideration, in this case, are social, emotional, and economic values. It is a common knowledge that consumers perceived qualities of services, satisfaction and customer value have been the most significant success factors of business regardless of their respective sectors (Johnson, Herrmann, Huber, and Gustafsson, eds., 2012). Observing the subject of customer perceived value is imperative since, as opposed to perceived quality; perceived value is far much directly connected to customers readiness-to-consume. According to Oliver, (2014) the general aim of offering value to consumers unceasingly and more efficiently than other similar service providers is to have and to reta in vastly satisfied clientele. In other words, the three values are positively correlated with customer satisfaction and retention. Research questions: The research questions for the project will be categorized into two types, namely, explanatory and descriptive questions. As Lewis, (2015) states they will help in establishing the primary goal of the research and they include: What do the conceptions of consumer satisfaction and retention mean and what are some of the factors impacting them in MCAT Box Office Cinema services in Malaysia? What is the correlation between the conceptions of consumer satisfaction and consumer retention? How can consumer satisfaction and consumer retention be augmented from the case Corporations point of view? Details of participant population: Various factors shall be put into consideration when sampling the population to take part in the study. These will include their period of subscription to the services offered by MBO Cinema, age, and location. This aspect will aid in increasing the accuracy of the information gathered as well as its validity and dependability References Johnson, M.D., Herrmann, A., Huber, F. and Gustafsson, A. eds., 2012.Customer retention in the automotive industry: quality, satisfaction, and loyalty. Springer Science Business Media. Lewis, S. (2015). Qualitative inquiry and research design: Choosing among five approaches.Health promotion practice,16(4), 473-475. Oliver, R. L. (2014).Satisfaction: A behavioral perspective on the consumer. Routledge.