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분야
ppt- Number of waiting seats in 대한극장
- Are the waiting seats really effect on theater’s satisfaction level of customers?
2. Purpose of the research
- Suggest new waiting spaces to increase the satisfaction level.
3. How to solve the problem?
- Restructure 4th & 7th floor to
waiting space.
4. Expected effectiveness
5. Conclusion & Reference
Number of seats – 2700seats
Number of waiting seats – 650seats(including Café)
The Average daily number of customers – 800 ~ 2000 customers
The utilization of waiting seats– about 20%
Percentage of Café customers among waiting people – about 80%
Daily maximum accommodation – about 17,000 customers
Background of the research
1. 대한theater has overfull waiting seats.
And their waiting seats are similar each other.
This situation can’t improve customer’s satisfaction.
2. It needs novelty waiting place that target twenties customer.
Actual condition1. Through three days research,
customers who use 대한theater waiting place take the possession 20% of their entire waiting place include café customer(160/650)
2. Providing short waiting time can positive affect to customer satisfaction.
… 대수롭지 않게 보이는 이 대기시간이 고객 만족도에 미치는 영향은 생각보다 크다. 심지어 기다리는 시간이 실제 서비스 시간보다 고객 만족도에 더 부정적인 영향을 준다는 연구 결과도 있다… 동아일보 칼럼중.
