Title: Estimating the quality of service of sales in multiplex cinemas using a simulation model

Authors: Laia Ferrer-Martí; Albert Corominas; Rafael Pastor; Anna Malaret

Addresses: Institute of Industrial and Control Engineering, Universitat Politècnica de Catalunya (UPC), Av. Diagonal 647, 08028 Barcelona, Spain. ' Institute of Industrial and Control Engineering, Universitat Politècnica de Catalunya (UPC), Av. Diagonal 647, 08028 Barcelona, Spain. ' Institute of Industrial and Control Engineering, Universitat Politècnica de Catalunya (UPC), Av. Diagonal 647, 08028 Barcelona, Spain. ' CINESA, S.A., C/ Floridablanca, 135, 08011 Barcelona, Spain

Abstract: One key decision for managers of multiplex cinemas is how many box offices to open to avoid overstaffing or poor service. We present a simulation model developed to support the capacity management of the Spanish leader of the multiplex cinema sector; the model uses ad hoc collected data. The user introduces the film schedule, the expected audience and the number of opened box offices and the model gives the expected level of service. The company has tested the model and considers that estimates the waiting time correctly and allows adjusting the open box offices to limit the waiting time without overstaffing.

Keywords: modelling; mulitplex cinemas; simulation; ticket sales; bar sales; waiting time; Spain; box offices; overstaffing; poor service; quality of service; QoS; capacity management; film schedule; audience; expected level of service; films.

DOI: 10.1504/IJMOM.2012.047936

International Journal of Modelling in Operations Management, 2012 Vol.2 No.3, pp.309 - 326

Published online: 21 Aug 2014 *

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