A Model Proposal for Movie Theater Service Performance Index (MTSPI) Calculation with Structural Equation Modeling and Application

Authors : Kübra Ipek Özek, Adnan Aktepe, Süleyman Ersöz

Pages : 575-585

Doi:10.2339/politeknik.1154751

View : 289 | Download : 796

Publication Date : 2024-03-27

Article Type : Research Paper

Abstract :In this research, the objective is to create a performance index for movie theater services. In order to create the index, firstly the conceptual model for movie theater services was created. Secondly, physical evidence, social benefit, customer satisfaction and ambiance are determined as latent variables and verified with Confirmatory Factor Analysis (CFA). The relationships among latent variables are determined using the Structural Equation Model (SEM). Then Entertainment Performance Index is developed and calculated by using weights and scores of latent variables for movie theater services. Entertainment Performance Index is used for determining the level of performance and for proposing suggestions for decreasing the level of service quality gaps in movie theater services sector. In addition, satisfaction levels for different customer groups are compared according to the frequency of benefiting from revenue management applications. The ambiance dimension, which is about feeling yourself in the script and feeling the emotions more intensely in the movie theater atmosphere, was developed in this study.
Keywords : Yapısal Eşitlik Modelleri, Gelir Yönetimi, Eğlence Performans Endeksi

ORIGINAL ARTICLE URL