| dc.description.abstract | Cinema is known as a comfortable and pleasant place to watch movies, because
many cinemas nowadays use advanced technologies such as Dolby audio, 3D
screen, 4Dx, etc. In Indonesia itself, the growing number of cinema viewers each
year has made the industry cinema business as something promising to be
developed. There are many cinema corporations in Indonesia, large corporations
in the cinema sector in Indonesia are Cinema 21, CGV, Cinemaxx, New Star
Cineplex, Platinum Cineplex, Lotte Cinema Multilplex and Movimax. Outside of
large corporations, there are independent cinema owners who have limited
theaters. Cinema corporations must have unique and best service so they can get
many customers. Cinema also must have to maintain the relationship with their
customers so they did not go or watch the movie to other cinema. One of the
factor that cinema can maintain the relationship with the customers is by creating
a good customer experience. This research examines that service quality, food
quality, and physical environment quality can influence customer experience.
Furthermore, there are 230 valid data from the respondents were gathered in this
research. The result of this research show that three variables have a positive
impact on customers experience quality. Moreover, the costumer experience
quality was also proven to have an impact on the satisfaction and the last, it show
that satisfaction have an effect to customers loyalty. | en_US |
