“TO STUDY THE BEHAVIOUR OF ADULTS TO

IMPROVE CUSTOMER CUSTOMER

SATISFACTION IN KIDZANIA DELHI/NCR”.

(Submitted in partial fulfilment of the requirements for (PGDM)

Name of Student: TANYA SINGH

Roll No.: DM1719048

Batch of 2017-19

ACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGY

PLOT NO 49, Knowledge Park 3, GREATER NOIDA-201306 (UP)

SEPTEMBER 2018

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 Table of Contents

S. No. Resources Page No.

1. SUMMER TRAINING COMPLETION CERTIFICATE 3

2. CERTIFICATE OF ORIGINALITY 4

3. ACKNOWLEDGEMENT INTERNSHIP 5

4. Executive Summary 6

5. INTRODUCTION OF COMPANY 7-37

6. LITERATURE REVIEW 38-41

7. RESEARCH METHOD 42-56

8. REFRENCES 57

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 SUMMER TRAINING COMPLETION CERTIFICATE

This is to certify that Miss. TANYA SINGH student of PGDM of Accurate Institute of Management
&Technology, Greater Noida, has undertaken the project titled “TO STUDY THE BEHAVIOUR OF
ADULTS TO IMPROVE CUSTOMER SATISFACTION IN KIDZANIA DELHI/NCR” from 22/05/2018 at
21/07/2018 and has completed the project successfully.

I wish him/her a success in all his/her future career endeavours.

Industry Guide

Name: MR. ANANT RASTOGI

Designation: TRAINING HEAD ___________________

Organization’s Seal
Signature with Date

Faculty Guide’s Name:

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 CERTIFICATE OF ORIGINALITY

I TANYA SINGH Roll No DM1719048 of Batch 2017-19 is a fulltime bona fide student of
first year of PGDM Program of Accurate Institute of Management & Technology, Greater
Noida. I hereby certify that this project work carried out by me at KIDZANIA DELHI/NCR
the report submitted in partial fulfilment of the requirements of the program is an original
work of mine under the guidance of the industry mentor MR. ANANT RASTOGI and the
faculty mentor ASSOCIATED PROF. PRATIBHA GOSWANI and is not based or
reproduced from any existing work of any other person or on any earlier work undertaken at
any other time or for any other purpose, and has not been submitted anywhere else at any
time.

(Student's Signature)
Date:

(Faculty Mentor's Name & Signature)

Date:

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 ACKNOWLEDGEMENT

In preparation of my project, I had to take the help and guidance of some respected
persons, who deserve my deepest gratitude. As the completion of this project gave me
much pleasure, I would like to show my gratitude to Mr. Anant Rastogi
(Training and Development head) for giving me a good guidelines for project
throughout numerous consultations. I would also like to expand my gratitude to all
those who have directly and indirectly guided me in writing this peoject.

In addition, a thank you to Associate Professor Miss Pratibha Goswami, who

introduced me to the Methodology of work, and whose passion for the “underlying
structures” had lasting effect? I also thank the AIMT for giving me the opportunity
to work with “KIDZANIA DELHI NCR” for successfully completion of two months
Internship.

Many people, especially my classmates have made valuable comment suggestions on

my paper which gave me an inspiration to improve the quality of the assignment.

I am sincerely grateful to them for sharing their truthful and illuminating views on a
number of issues related to the project.

Thank you

TANYA SINGH

DM1719048

PGDM(2017-19)

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 EXECUTIVE SUMMARY

This is an attempt to know how the theories can be applied to practical situation. As a student
of PGDM, it is a part of study for everyone to undergo summer project at some good
institute or organization. So for this purpose, I got the opportunity of summer training at
KIDZANIA DELHI/NCR.
In the first part of the project report, the general information of the company has been
collected. Information is gathered through the primary and secondary source as well.
In the second part of the report, contains the specialized subject study. Objective of the
project is to study the behaviour of adults to improve customer satisfaction in kidzania
delhi/ncr.
Since the past decades, customer value and customer satisfaction are interesting issues that
discussed by marketing scholars. Customer satisfaction concept is the main concern of the
marketing strategy which playing a crucial role in marketing activity output like purchasing
and consumption process. Satisfaction or dissatisfaction is fabricated on their previous
experiences that comparing the outcome with what he or she expected.
The present business scenario is totally customer oriented. Each company faces stiff
competition from its competitors, each provides the best services at competitive rates. As
aresult customer has a lot of choices to get the best with least cost. To face this competition, it
is very important to know customer’s
satisfaction towards the service being provided.This project is aimed at understanding the
level of customer satisfaction adopted by KidzaniaDelhi NCR and its impact on the
perception of customers.Research has showed that it is a far more costly to win a new
customer than it is to maintainan existing one, and there is no better way to retain a customer
than to exceed hisexpectations. For this purpose it is essential to know the level of customer
satisfaction. The focus of my research was the measurement of customer satisfaction level for
the services provided
by KidZania. My job was to collect the feedback from the distributors and also toget their
suggestions for designing activities for them. There can be no better opportunity tointeract
with the external as well as the internal customers of the organization. Finally theresults of
the research verify the fact that keeping the customer satisfied is the best strategiesto not only
retain the existing customers but also to expand the business to new horizons

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 INTRODUCTION

Founded in 1997 by Xavier López Ancona and a group of fellow Mexican businessmen,
KidZania is a private company and has already entertained and engaged over 60 million
visitors in twenty four locations around the world.

Initially known as La Ciudad de los Niños (translated as "City of Children"), KidZania's first
location opened in Santa Fe, Mexico City in September 1999. In its first year, it exceeded all
expectations, attracting nearly 800,000 visitors and, to date, some 10 million children have visited
this flagship location.

The second facility opened in 2006 in Monterrey, Mexico under the new brand and concept of
KidZania. The third facility was the company's first international location in Tokyo, which also
opened in 2006. This location consistently draws sellout crowds. Unlike the wholly owned and
privately held Mexican locations, KidZania Tokyo launched the company's extension into global
franchising which is fuelling steady international growth.

In 2016 KidZania opened its 24th facility in Delhi NCR, India, while twelve new locations
are under development around the world.

KidZania is the brainchild of Xavier López Ancona, a Mexican entrepreneur who has always
possessed a passion for entertaining and foster learning amongst children.

Our philosophy is grounded in high professional and personal values with the intention
of contributing to our communities and world.

KidZania's Constituencies
Our constituency consists of a variety of valued relationships with key entities. These entities
include:

 Visitors: whether the visitor is an individual child (1-15 years), adult (16-onwards) or member of
a group (schools, parties, corporate, camps, pro bono); every visitor will be provided with the
highest quality service and the very best in family entertainment
 Industry Partners: private corporations from a broad spectrum of industries,
government institutions and non-for-profit organizations bring us content, authenticity, and
financial support

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 Collaborators: as collaborators we work together to ensure that KidZania is successful and that
it enhances the relationship with our constituency
 Business Partners: a Business Partner can be a company, corporation or group of investors that
acquire the right to introduce and develop the concept of KidZania in a territory within a
franchise scheme
 Investors: Investors are crucial for our company’s support and the overall success of the concept.
They enable us to operate profitably within our business model by ensuring continuous cash flow,
while providing them with an attractive return on their investment
 Communities: We use our creativity, passion, and commitment to develop programs that provide
support to children in need
 Environment: We do our very best to take care of the natural world, reduce our carbon footprint,
and have minimal environmental impact on both a small and large scale

Our relationship with each one is directed by our mission statement and our values, and by the
needs of each individual group.

KidZania's Mission
Our Mission is sevenfold:

 To feature the very best learning and entertainment experience in role-playing for our Visitors,
 to deliver the most effective interactive medium of communication for our Industry Partners,
 to promote the most recreational and supportive development environment for
our Collaborators,
 to provide the finest tools for supporting our Business Partners,
 to achieve the greatest sustainable returns for our Investors,
 to supply the highest level of commitment and participation for the enhancement of
our Communities and,
 To champion the most supportive solutions for taking care of our Environment.

KidZania's Vision
KidZania has a very clear and defined Vision of what it wants to achieve in the long term:

Our vision is to ignite the hearts and minds of kids everywhere by empowering them to
make the world a better place.

KidZania's Values
Our values are the qualities we look for and champion in our people. They are characteristic to
who we are and motivate how we conduct our business. They are the standards, which guide
interactions amongst our constituencies.
Our values are these five qualities:
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 Passion: We are enthusiastic and passionate about what we do and how we do it
 Commitment: We are committed to providing the best value for our each of our constituency
 Integrity: Our actions as a company and as individuals are professional and truthful
 Entrepreneurship: We are active, energetic and assertive in order to strive to deliver the best
experience
 Efficiency: We are extremely aware and careful with the resources we use to accomplish our
goals

 KidZania's Essence
These are the qualities that are fundamental to our product. They dictate the purpose of our
content, inspire the style of experiences we offer, and guide the development of all of our current
products and our future extensions.
Our essence is based on the fourteen qualities against which we test everything:

 Kid Centered: We create places and products that are for and about children
 Role-Play Based: We create products driven by the experience of role-playing
 Reality Based: We immerse our visitors in a simulated reality
 Interactive: We design our content to promote activity immersion and social interaction
 Fun: We make the idea of fun universal
 Thrilling: We design our programming to deliver unexpected surprises
 Learning Enhancer: We enrich our visitor's experience through activities designed with learning
ideals in mind
 Skills Developer: We promote the development of our young visitor's skills
 Value Promoter: We constantly endorse the most worthwhile values to encourage growth in our
young visitors
 Safe: We promote safety in our designs, developments and operations
 Detail Oriented: We differentiate our products through attention to detail
 Current: We constantly innovate and renovate to keep our concept fresh
 Accessible to All: We make our content and our facilities themselves accessible to all
 Sustainable: We promote actions that will keep our business commercially and environmentally
viable.

KidZania is an innovative concept that results appealing for children, offering the best
learning experience through role-play inside a kid-sized indoor scaled city with its own
economy.

What is KidZania?
KidZania is an interactive city made for children 1-14 that combines inspiration, fun and learning
through realistic role-play. Kids can independently explore a scaled city of over 7,000 square
meters with more than 100 exciting careers that they can try.

Fueled by a child’s natural desire to create, explore and collaborate, KidZania is equal parts
entertainment and learning, making it one of the most progressive family entertainment concepts
in the world today.

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 Through ultrarealistic role-play, children learn about
different careers, the inner-workings of a city and the
concept of managing money. Each experience is
designed to empower kids, giving them the confidence to
be their best selves, and inspiration to be great global
citizens.

Each KidZania facility offers experiences that are

relevant to each region, culture and geography by way of
professions, entertainment and food. At every location,
KidZania uses real-world fun and learning to ready kids
for a better world.

 Role-Playing
At KidZania, children ages 1 to 14 have the opportunity of having adult-like experiences while
assuming the role of firemen, construction workers, police officers, and fashion designers, among
others.

Role-playing is an embedded behaviour in children. They perform it naturally without previous

learning or adult explanations. Unlike other activities that include directions, such as sports or
video games, children only need to watch an adult doing something before beginning to imitate
them.

A doll is one of the best examples of role playing, since it represents a kid pretending to be a
caring parent to their child. Role-playing is an essential ingredient in the concept’s experience.

Role-playing is not only a significant part of the KidZania essence, but an aspiration to take it to
its maximum expression. This unique way of viewing role-play inspires us to build entire cities
with buildings, city blocks, plazas and streets for children to play at being adults, with most of the
different professions and trades available in a real one.

Each KidZania city has a complete urban planning with its own streets, roads,
blocks, buildings, monuments, town hall and more, providing the sense of a city that has
been specially built for children.

City Areas
KidZania city plans are always arranged per three distinct city areas: entry and exit, city center
and suburbs.

Entry and Exit

The entry area to a KidZania metropolis, typically known as the Airport, is usually themed as an
airport ticket counter to simulate the sense of going on a journey. Mirroring the access, the exit is
designed as an airport’s customs and immigration counter.

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 City Center
The city center features a central plaza that hosts institutional buildings as well as the monument
of the Eternal Spirit of KidZania. Most of the important ceremonies take place in this area.

Suburbs
The suburbs are located on the furthest outskirts of KidZania’s ground floor. It generally
accommodates single story commercial establishments and residential buildings, creating a sense
of spaciousness.

Establishments
The role-play areas at KidZania are representative of the most common businesses, services and
industries that contribute to a conventional city’s growing economy. The establishments are
divided per these industry sectors:

 Automotive
 Culture
 Education
 Entertainment
 Environment
 Health
 Industrial
 Media
 Private Services
 Public Services
 Residential
 Restaurants
 Retail
 Sports
 Transportation

These fabricated environments become the settings for role-play scenarios. The design of these
scenarios physically replicates relevant areas or aspects of roleplaying as dictated by the
functional purpose of the environment and follows a specially designed storyline supported by
thematic components.

 Points of Sale
Establishments are complemented by the addition of Points of Sale where visitors can find a wide
range of products.

 Food and Beverages: offering different options of meals and snacks

 Merchandising: offering selected products to take home, such as souvenirs and educational toys
 Media: offering photos and videos to remember the KidZania experience.

The economy of KidZania is carefully designed to involve children in learning the

economic cycle; by teaching them the values of work and helping them understand how
the process of exchanging money for goods and services works.

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  Our currency: kidZos
KidZos are issued in paper bills in denominations of 1, 5, 10, 20, 50 and 100. Children receive a
50 kidZos check as part of admission which can be cashed at the bank, allowing our visitors to
start spending their kidZos right away, then earning more trough the many employments
available at KidZania.

Spending kidZos
After cashing the check at the bank, our visitors have their kidZos available to spend as
consumers in the different establishments at KidZania. They can purchase products or hire
services. For example, they can go and pay their entrance to the Disco Lounge or get their nails
done at the Beauty Salon. Prices for products and services vary according to the principle of
supply and demand.

Earning kidZos
As with any economic system, goods and services are purchased with money, and money in
return must be earned as payment in exchange of work. Thus, if the kids run out of kidZos they
will need to apply for a job and earn a salary. For example, they can be a nurse in the Nursery or
serve the city as Firefighters. Salaries for different jobs vary according to the principle of supply
and demand.

Saving kidZos
Through the course of using their kidZos, children learn about bank accounts, generating savings
and earning interest. They learn how to manage money by going to the bank to conduct business
with a bank teller or using an ATM machine to make withdrawals or check their account balance.
They can also check their account balance online if they are registered CitiZens of KidZania as
part of the benefits of the B•KidZanian Program.

 Shopping with kidZos

As complement to the educational lesson of monetary management, KidZania features a
redemption-based program themed as a shopping experience. Kids must first earn kidZos before
they can spend them and may have to save some in order to afford higher priced items. With their
earned kidZos, children can buy pencils and notebooks for their school, gifts for their friends or
decorations for their houses, among others.

 Investing kidZos
Another way of earning kidZos is by running investments. KidZania offers multiple investment
vehicles where children can get their kidZos back with an extra interest rate earned according to
the time of the investment.

Donating kidZos
Kids also have the opportunity to contribute with their community by donating their kidZos to a
cause of their choice, then KidZania ensures that their contribution reaches the children-related
cause they selected.

 Paying Taxes with kidZos

The goal of financial literacy is complete when children learn about how taxes contribute to the
benefit of the community. A portion of their salary is discounted to cover their taxes, as in the

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 real world. Most KidZania Cities have their own Tax Office where children can pay their
contributions to the Nation of KidZania.
Role-play engages children in both life and learning. Its real value lies in the fact that it
increases children’s understanding of the world they live in, while it works to develop
personal skills that will help them meet with success as they grow. Through hands on
learning experiences, KidZania seeks to expand knowledge, promote values and develop
skills among its visitors.

 Learning Through Role-Playing

Role-play is a form of Experiential Learning and is an effective educational tool as it encourages
children to become active participants in their learning. Children can move about, put themselves
in someone else’s shoes, wear a costume and use props, and communicate and make decisions in
character; all of this allows them to take risks and explore different areas. Child Development
expert Marie Cecchini outlines the benefits of role-play in four major areas:
 Social/Emotional: By recreating some of the life experiences, children learn to cope with any
fears and worries that may accompany these experiences. They can show empathy for others
because they have “tried out” being that someone else for a while. They also develop the skills
they need to cooperate with their peers and to control their impulses
 Physical: Role-play helps children develop both gross and fine motor skills – fire fighters operate
water hoses, doctors perform surgery and factory workers operate equipment. In addition, when
children put materials away, they practice eye-hand coordination and visual discrimination
 Cognitive: When children are involved in role-play they reinforce abstract concepts they have
learned in school with hands-on practice. Activities like counting out change at the Supermarket
promote the use of math skills. Writing articles for the newspaper or participating in a trial at the
courthouse help develop literacy skills; when children come together in this form of play, they
also learn how to share ideas, and solve problems together
 Language: To work together in a role-play situation, children learn to use language to explain
what they are doing. They learn to ask and answer questions and the words they use fit whatever
role they are playing. Personal vocabularies grow as they begin to use new words appropriately,
and the importance of reading and writing skills in everyday life become more apparent
 Experiential Learning at KidZania
Experiential Learning is at the core of everything we do at KidZania. We are passionate about
blending fun and learning in a way that fulfills our mission of preparing children to “get ready for
a better world.”
Through participating in KidZania, children learn many macro concepts that help them
understand the adult world and prepare to improve it. General learning areas are divided into five
main categories: How a City Works, Financial Literacy, The World of Work, Model Citizenship
and Good Habits.
 How a City Works: KidZania is organized as a real city with blocks and buildings, city streets,
vehicles and pedestrian areas
 Financial Literacy: To help children gain personal financial literacy KidZania has its own
currency: the kidZo. Visitors learn how they can earn, spend, save, care and donate their kidZos
 The World of Work: One of the most exciting parts of the KidZania experience is the
opportunity for kids to learn about employment in different types of jobs, in Corporations,
Government or Non-for-Profit Institutions
 Model Citizenship: KidZania helps children understand what it means to be a good citizen and
contribute positively by becoming actively engaged in issues such as: community, civism, giving
back and environment

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 Good Habits: Cultivating good habits, and forming them early in children, is something that is
incredibly important for their development. At KidZania we look to instill good habits in
children, from how to take care of their health and personal hygiene to how to keep safe and react
in emergency situations.

Learning Categories
By participating in the activities and establishments, children gain expertise in understanding they
various industries and careers, they develop necessary skills for their future and acquire good
values to apply in their everyday behaviour.
Specific learning areas are divided into three main categories.
 Expertise: This category refers to the information given about specific professions and trades.
Information of each trade such as purpose, processes, products or services may be given through
performing activities, scripts, graphics, props, multimedia, collaterals and giveaways
 Skills: All our activities are designed taking into consideration the different skills visitors can
develop while performing a specific activity. Through hands on participation children develop
different types of skills; taking as a basis the theory of multiple intelligences developed by
psychologist Howard Gardner and other pedagogical and psychological studies, we have defined
six categories in skills to develop in KidZania activities: communication, critical thinking,
creativity, collaboration, motor skills and self-knowledge
 Values: These are the desirable principles in someone’s character that society considers
worthwhile. Promoting values is a very important part of the KidZania experience. Values are
communicated through our activities so that children learn both their importance and their
application. KidZania promotes the following nine universally accepted / children-
appropriate values: generosity, gratitude, honesty, integrity, justice, loyalty, respect,
responsibility and solidarity

A Perfect Match for Schools

Learning is at the very heart of KidZania, as it provides an authentic and powerful match between
theory and practice, since every child can put together the knowledge acquired through role-play
within a safe environment that absolutely accelerates learning processes. This learning extends
beyond the school curriculum and students will be able to develop a wide range of essential skills
and values.
KidZania provides activities which are both accessible and challenging to children of different
ages and abilities. Through curriculum-based role play activities, students will instantly grasp that
learning is tangible and its outcomes have a purpose and a reality. With the support of our
Industry Partners we are fostering children development as this learning makes the experience
meaningful and long-lasting.
We’ve made it simple for teachers to create an all-round experience for their students as we offer
pre and post visit resources that will extend the learning from classroom, to KidZania and back
again. It is our aim to create a memorable visit relevant to local curriculums so these materials
and resources are adapted to each country needs.
Kids wrote a proclamation of their independence from adults, an unequivocal
announcement of their new world’s existence, forming a Nation with States and a
government was the ultimate solution. Thus, kids agreed upon the name for their
Nation: KidZania.
The time had come. Enough was enough. Something had to be done and kids were the
ones to do it. The history of KidZania starts like all great stories start, with idealistic
14
passion and an unwavering spirit that was stimulated by a communal desire to create
something better.

A Spirit is Born Kids Become

Kids Become Inspired Kids Define their Independent
RightZ

A Nation is Formed A City is Founded A Government is

Established

 A Government is Established
In establishing a system of government, the founders of KidZania were looking to regulate the
operations of their cities and the interactions of its CitiZenry. They knew their Nation needed a
structure for governing and that they themselves needed to learn more about how governments
really work. Therefore, with the help of adults in tune with their passion and purpose, they
devised a democratic system of government.

This democratic system of government was defined to work in two branches:

Legislative Branch

CongreZZ is the Legislative Branch of KidZania. It operates at the city level of government under
the care of twenty appointed KidZanians aged seven years and older, who are naturalized
CitiZens charged with keeping the city’s adult ministers and bureaucrats in touch with the welfare
of the community. CongreZZ kids as they are officially called, meet to discuss current cultural
trends, new technologies and the likes and dislikes of their CitiZenry.

15
Administrative Branch

The administrative branch is KidZania’s chief directorial body and is the larger of the two
branches. It is staffed by adult government collaborators and is structured to administer into three
levels of Government. There is the Central Government housed in Mexico City that is led by
KidZania’s Chief Executive called the President of KidZania; there are the State Governments
organized per country and led by Governors; and there are the City Governments that operate at
the local level and are governed by a Mayor.

 Central Government: led by the President as the head of the Central Government, the
President’s main responsibility is to ensure that the Nation and its CitiZens act in
compliance with KidZania’s fundamental RightZ. He represents the Nation at the
international level and is required to incorporate new States to KidZania, as well as to
look for the prosperity of the Nation
 State Government: the Governor is responsible for how the State is run, overseeing the
development of new Cities, the incorporation of Industry Partners and regularly reporting
to its CitiZens and Government collaborators on the State progress
 Metropolitan Government: Mayors are representing not only the CitiZens but the
different industries and collaborators working for the city, they have the responsibility of
providing a detailed service to CitiZens and tourists, and of supervising the proper
operation of the city and guaranteeing high quality resources.

The KidZania Nation is fully represented in two National Symbols that reflect the
values and beliefs of their people: a National Flag and a National Seal.

KidZania National Flag

The National flag of KidZania is a red and orange rectangular piece of cloth emblazoned with a
white colored capital letter “K.”
The story goes that each color in the flag has a meaning. The color “orange” is said to signify the
indifference of adults to the problems of the world and their lack of enthusiasm towards
improving the situation. The color “red” is said to represent the passionate conviction of the kids
to improve the world and their willingness to be the ones to act upon it. The appearance of the
color “white” symbolizes the emerging hope and purity of spirit brought by kids everywhere in
the form of KidZania as represented by the centrally located letter “K.”

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 KidZania National Seal

The National seal of KidZania is an important symbol of KidZania’s sovereignty and ideals. Its
design is of a compass ornamented with iconic symbols representative of the RightZ to Be, to
Know, to Create, to Share, to Care and to Play. The compass is a purposeful choice. As a
universal symbol of guidance it is unencumbered by specifics of place or time and always guides
one in the direction they need to go.
The National seal is rendered in a variety of materials to serve the needs of the government. As a
wax seal it gives power of authority for CongreZZ’ legal initiatives. As an imprint on KidZania’s
coins it officiates their authenticity. The seal also provides formality at government-sponsored
events. The most memorable use of the seal, however, can be found in association with one of
KidZania’s National monuments, the Eternal Spirit.
There are Landmarks designed to commemorate historic events and the important
ideals of the RightZKeepers.

 Fountain of Independence

Located at the edge of every KidZania City is its Fountain of Independence. This stone fountain
is a celebration of children's freedom from the adult world and a source for supporting good
works in the community.
The fountain features an excited Urbano and Vita standing amidst classical elements in a natural
setting animated by flowing water. Rendered in bas-relief, they are accompanied by a very eager
Bache who seems on the verge of jumping from his rocky perch. A sculpted representation of
KidZania’s Declaration of Independence rests prominently at the edge of the fountain’s face.
The tradition of tossing a coin over one’s shoulder into the Independence Fountain is said to bring
good luck and a speedy return to KidZania.

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  Eternal Spirit

Located in the center of every City in its central plaza is the Eternal Spirit, a rotating globe of
bronze resting on a large size replica of KidZania’s National seal. Burning deep within it is an
eternal flame that can never be extinguished. It bears witness to the power of passion and resolve,
all essential qualities that drove KidZania into being. This sculpture was designed to represent
KidZania’s eternal spirit and demonstrate its global reach.

 League of RightZ

The League of RightZ is a tribute to KidZania’s most celebrated residents and a reminder of their
enduring role as advocates representing the Nation’s most treasured RightZ. The monument is
comprised of six ornamented stone pedestals that support sculpted figures of Bekha, Urbano,
Beebop, Chika, Vita and Bache. Each of the characters is seen posed holding an iconic element.
The figures’ positioning, the element they carry and the detailing on the pedestals, decoratively
reflects each character’s personality and the Right they represents.
KidZanians celebrate five official holidays.

 Foundation Day
Celebrated on the date each KidZania City is founded, this holiday honors the day a City first
ignites its eternal flame and opens its borders to tourism. In recognition of this important event,
each City government awards its CitiZenry with special programming and honors its neighbors
by creating a social responsibility program to benefit the local community.

 Independence Day
A commemoration of freedom from the adult world and the empowering RightZ kids gained
upon KidZania’s creation. This holiday is observed on September 10th, the date the declaration
was signed, in a special ceremony at every City in front of the Independence Fountain.

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  Labor Day
Celebrated on the date local communities honor their labor force, this holiday recognizes both kid
workers and the government workers who operate and administer to the City, the State and the
Central Government. Workers in the City earn more kidZos on Labor Day and government
workers are invited to a special event that celebrates their service.

 Kid’s Day
A recognition of good works by children, this holiday is celebrated on the date local communities
celebrate their children. Kids earn more kidZos on Kid’s Day and government workers send
special interactive toys to their Industry Partners.

 RightZKeepers’ Birthdays
A celebration honoring KidZania’s most celebrated residents, this holiday is observed six times a
year with cake and a big party on the RightZKeepers’ birthdays:

 Bekha's Birthday: Celebrated on December 10th, the International Human Rights Day, Bekha
invites to harmonize with all people
 Urbano's Birthday: April 23rd is a symbolic date for KidZania since they celebrate Urbano’s
Birthday and the World Book Day. A great day to pay tribute to books and the right to Know
 Beebop's Birthday: Celebrated on October 25th, the International Art Day to commemorate art
and its contribution to human society
 Chika's Birthday: Celebrated on July 30th, the International Friendship Day, Chika invites the
CitiZens to nurture relationships, new and old
 Vita's Birthday: Celebrated on June 5th, the World Environment Day, Vita empowers all to play
an active role in protecting the environment
 Bache's Birthday: Celebrated on May 28th, the day global communities celebrate Play Day

KidZanians’ clever reinterpretations and inspired innovations best express their artistic
approach to life.

 Music
To honor the spirit of KidZania, a National Anthem was written that celebrates its past and its
future and invites kids to become a part of it. Called the “Spirit of KidZania”, it is a special
composition played whenever the National flag is raised and at other official functions. In
addition to the “Spirit of KidZania” there are other compositions unique to KidZania.
Six versions of a song called “Reason to Be” offer a fun sing-along type reminder of what each
RightZKeeper is designed to be. There is a special version of the birthday song that reminds kids
how every year they are one step closer to being adults. There are also songs used for welcoming
visitors and saying goodbye.

 Painting
The collections of art on display at venues throughout the City offer fresh and often amusing
looks on well-minded subject matters. Many artists reinvent master works of art at KidZania by

19
 updating the focus of an artwork’s message. From classicism to post-modernism, every piece of
art becomes an opportunity to experiment from a KidZanian perspective.

 Architecture
KidZania’s cityscape is rich in rhythm, scale and style. A mixture of buildings from different
historical eras coexist within City blocks to produce a singular profile that bears witness to the
passage of time and reveals the current and original context of the buildings and their
surroundings. KidZania’s architecture touches many design trends from the last century through
today, beginning with early 20th century buildings in the City center and progressing through to
contemporary structures in the suburbs of the City.
KidZania has its own language, and cultural traditions, rituals and customs that
KidZania society shares.

 DiKtionary
The Diktionary of KidZania is a compilation of a particular set of words unique to KidZania's
content. These are some of the most relevant words:

 CitiZen: Any child visitor of KidZania who has gone through the naturalization process
 CongreZZ: The name of KidZania's Metropolitan legislative body, comprised entirely of kids
who come together to discuss the topics of utmost importance to them, trying to reach collective
solutions
 Kai: Hello! It’s our own way of greeting someone.
 Kal: An expression for a friend in KidZania
 Kool: An expression used when someone or something is beyond great
 PleeZ: Expression used in polite request or questions; interchangeable for local expressions of
"please"
 RightZ: Stated by kids in the Declaration of Independence. These inalienable and timeless
 Z-U: A KidZania farewell; used instead of the local version of "goodbye" or "see you later"
 ZanKs: Thanks
 Zaz!: An expression of surprise, interchangeable with the expression "wow"

 Tourists
Kids and adults travel to KidZania Cities as tourists. No visa is required. Only a plane ticket is
needed, at least for those visitors who are children. Any adult wishing to spend time in the City is
certainly welcome, but only if traveling as the guest of a child. Those adults who would like to
visit the City without children must receive permission in advance from a KidZania government
official and carry a valid temporary visa with them at all times.

 KidZanians
Generally, one becomes a CitiZen of a country by being born there, but no one has ever been
born in a KidZania City (yet!), but kids can be KidZanians by choice. To become a CitiZen of

20
KidZania, kids must submit an application for CitiZenship consideration and undergo KidZania’s
naturalization process. Any child visiting KidZania is eligible to become a CitiZen, whom are
referred to as KidZanians. Adults, on the other hand, are never eligible to become KidZanians.
Upon achieving CitiZen status they receive an official KidZania PaZZport that allows them
special entry into the City, eligibility to hold public office and access to exclusive opportunities.
CitiZenship also furnishes kids with special residency privileges. They earn better salaries, enjoy
first-class treatment, receive tax breaks on goods and services, and are invited to unique
community events. They also become tied into KidZania’s communication network, which keeps
them informed on current news, activities and events locally and internationally.
We seek the best business partners, on a country-by-country basis, to become franchise
licensees to develop KidZania facilities in their territories.

What KidZania Offers to Franchises

We have developed a complete framework to set up KidZania Facilities in new
territories. KidZania provides the Intellectual Property, Designs, Theming, Know How and
support the Development Process of each KidZania Facility. This offering is backed up by more
than 18 years of experience developing this concept, and is a process that we pride on being
improving constantly to offer new experiences to our visitors.

 What Makes a Great KidZania Licensee?

KidZania seeks candidates who are committed to fostering the learning and success of children.
Each candidate must be locally based in each country where it operates and possess the "know
how" necessary to achieve business success in its markets.

Extensive brand relationships experience is essential and significant business experience -

especially in hospitality, entertainment or media - is strongly preferred. Minimum capital
resources must be available in excess of US$20 million with the ability to roll out multiple
locations as each market permits. Sublicensing is not permitted.

To submit your credentials for consideration for an available international territory license, please
contact us at: franchises@kidzania.com

 Our Franchises
KidZania has successfully owned and operated its facilities in Mexico for the past 18 years.
KidZania currently has existing exclusive franchise licenses in 24 facilities across 19 countries
with 12 more facilities currently under different stages of development. These are our current
operating and developing franchises.

 About our Partnerships

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This form of integrated partnership enriches each activity by creating a more authentic
experience. An airline knows best how to train pilots and cabin crew. A bank knows best how to
teach children about saving and investing. Industry Partners make the experiences possible and,
in turn, empower, inspire and support learning for children. This is an immersive and interactive
experience, unmatched by any other location-based learning and entertainment property.

 Our Offer to Industry Partners

Participating as Industry Partners is a form of Direct Communication, where organizations
gain exposure with our visitors, thus leading to brand recognition and loyalty. Our Industry
Partners offer authenticity to KidZania, and in return we provide them with a strong, high-quality,
interactive medium of communication, which helps them achieve an attractive return on their
investment through a multi-regional, long-term, win-win relationship.

Our Industry Partners

KidZania's current Industry Partners include more than 950 global and local organizations around
the world. Industry Partners vary by KidZania location and represent a mix of private
corporations, governmental institutions and non-profit organizations.

If you are interested in learning how your organization can become an Industry Partner, please
contact us at: industrypartners@kidzania.com

Social Responsibility is clearly linked to the KidZania corporate Mission, Vision,

strategy and bottom line. KidZania’s first commitment is to the world’s children,
because we believe they are the future.

Our Social Commitment

At KidZania we strongly believe in doing our best to help better the community we live in. Our vision
is “to ignite the hearts and minds of kids everywhere by empowering them to make the world a better
place”. Through Social Responsibility we help in make them feel responsible, ethical and curious
about the world around them, with the hope that they will improve the world they live on.

Throughout the year, KidZania implements different social responsibility actions that are focused on
benefiting underprivileged or disadvantaged children. The Social Responsibility Plan is divided
according to the audience that will be involved in its execution: visitors, Industry Partners,
collaborators, suppliers and more.

KidZania is committed to contribute within its community to make the world a better place, and we
aim to comply with these objectives:

 KidZania will create experiences for children that encourage empathy, ethical behaviour,
positive values and good citizenship
 KidZania will support causes that benefit underprivileged or disadvantaged children. We will
do this through our own philanthropic activities as well as through encouraging Industry
Partners to integrate KidZania’s social responsibility initiatives and develop or partake in
social responsibility campaigns

22
  KidZania will encourage good citizenship in our collaborators through enabling participation
in volunteer activities, thereby adding value to their professional development through acts of
social responsibility
 KidZania will demonstrate good environmental stewardship by
using proenvironmental practices in our project development and operations

Our Social Programs

The Ministry of Social Responsibility at KidZania has 6 dedicated programs that help KidZania to
meet with its Social Responsibility goals:

 Eco Friendly Nation: a special program at KidZania that promotes the preservation and
conservation of environmental resources
 Multicultural Nation: a special program that promotes the inclusion and diversification of
the different cultures that form the KidZania Nation
 Healthy Nation: a special program focused on promoting a healthy life style and nutritious
food
 Accesible Nation: All KidZania facilities have been constructed in compliance with
preset accessibility laws, including spaces, devices, activities and programs for every type of
disability, such as: vision, mobility, cognitive or learning disabilities
 Responsible Nation: KidZanians believe in helping their neighbors. The support of local
foundations and the inclussion of less privileged visitors are just some of the ways
that KidZania Nation contributes to their communities
 Inclusive Nation: KidZania has a policy of non-discrimination against the disabled, elderly,
or against any person for his race, country of origin, religion, gender, sexual preferences or
political affiliation. This also applies not only to our visitors, but to our collaborators; where
everybody has the same rights to participate in the recruitment and hiring process.

KidZania has consolidated as a multi award-winning company in Mexico and

abroad, receiving great appraisal from multiple organizations that recognize the
uniqueness and hard work that KidZania puts in developing a successful
edutainment concept.

Activities for Kids

Lights, Camera, Action
Role/s
 Actor
 Performer
Activity Description
Ever imitated your favourite actor in front of the mirror? At KidZania, we are rolling-out the red
carpet and invite you and your kids to take the opportunity to learn acting in our very own Acting
Academy. Here you can rehearse lines and perform live on stage, living your dream of being a
superstar. During performances, family and friends can sit in the 100 seater KidZania Theatre.
Duration
30-45 Minutes
Educational Content
 Psychomotor Skills: Learning the art of acting and dancing helps the child to express in a
better way
 Cognitive Skills: It helps to adapt the style, learning to imitate with precision and also
improve the child’s memory by remembering dialogues and steps

23
  Emotional Skills: Expressing the nine emotions the human being captures and also learn
to change moods according to various scenes
 Social Skills: Helps to interact with people on stage, impress the audience and also get
applauded for the confidence and strong stage presence
Economy
Kids receive 8 kidZos for their work as an Actor / Performer.

Did You Know?

 Acting requires a wide range of skills, including clarity of speech, vocal projection,
physical expression, displaying emotions, using your imagination, and the ability to
interpret drama
 The first silent feature film made in India was Raja Harishchandra in 1913 and Alam Ara
was the first Indian sound film in 1931 directed by Ardeshir Irani

Keep the City Kool

Role/s
 Technician's Assistant
Activity Description
Train to become a professional Air Conditioning Engineer and help keep the City at an ideal
temperature for those who visit. Find out how air-conditioning works and then take to the pipes to
repair a faulty unit.
Duration
15 Minutes
Educational Content
 Psychomotor Skills: The visitors will need to climb up a ladder, crawl through the AC
ducts and slide down to exit
 Cognitive Skills: They will need to follow the route map and instructions communicated
via a walkie-talkie
 Emotional Skills: They will have to cope with the stress of travelling in a claustrophobic
space with other people while the time is of an essence
 Social Skills: Team work and communication will be the key to finishing the activity.
They will need to rely on each other’s judgement as well as the messages communicated
by the Zupervisor who they can’t see
Economy
Kids receive 10 kidZos as Air Conditioning Technicians / Engineers.

Calling Young Animators

Role/s
 Trainee Animator
Activity Description
Produce and make your own blockbuster Animation movie with the newest animation techniques.
Children learn to make stock-block animation films. Here they are through the entire process an
animation film undergoes right from brainstorming at a story-board to the final editing.
Duration
20 Minutes
Educational Content
 Psychomotor Skills: Learning the art of using the correct props and animating each frame
 Cognitive Skills: Setting the kids imagination free to explore their creativity. Gain accuracy in
terms of timing, position and getting the story board right. And it’s all about giving attention
to minor details

24
  Emotional Skills: Happiness in terms of executing the job and being able to create their very
first animation job
 Social Skills: Through team work and communication they make magic come into life and also
being able to tell a visual story to the world
Economy
Kids receive 8 kidZos as Animation Film-makers.

Archaeological Site
Explore the remains of an ancient civilization
Excavate & Explore
Role/s
 Archaeologist
 Paleontologist
Activity Description
Children can be a part of an archaeological exploration project at an ancient site. They explore
and excavate to find rare artifacts or fossils from prehistoric times.
Activity Duration
25 Minutes
Educational Content
 Psychomotor skills: Digging through the excavation site using various tools like the hand
shovel and trowels
 Cognitive skills: Analysing their findings and learning history through artefacts and
fossils
 Emotional skills: Learning the joy of scientific expeditions and seeing how science helps
satisfy natural human curiosity
 Social skills: Picking up valuable language skills while communicating as a team.
Developing an understanding for scientific terms
Economy
Kids earn 8 kidZos for their research at the site.

Art, Craft & Painting Studio

Innovate, Create & Have Fun
Role/s

 Artist
 Painter
Activity Description
The Art, Craft and Painting Studio gives budding artists a medium to pursue their creativity just
like masters in this field have done before. They can try their hand at mural painting, studio
painting or create other handcrafted pieces to take home.
Activity Duration
20 Minutes
Educational Content

 Psychomotor skills: Improving fine motor skills while painting within the lines.

25
  Emotional skills: Expressing their emotions through art and putting their thoughts on a
canvas for everyone to see.
 Social skills: Working in teams for mural painting and being open to interpretations of
others.
Economy
Kids pay 10 kidZos to become Artists or Painters.
Aviation Academy
Fly a simulated plane and land it successfully at KidZania Airport
Soar the Skies for a Day
Role/s

 Pilot
 Co-pilot
Activity Description
The Aviation Academy provides you with a unique opportunity to understand first-hand the
complicated sequence of tasks a pilot completes before, during and after each flight.
Activity Duration
15 Minutes
Educational Content

 Psychomotor skills: Understanding the movement and co-ordination between various controls
and the ability to add or reduce the impact of speed
 Cognitive skills: Maintaining focus on the flight and finishing without missing the mark
 Emotional skills: Bonding with the co-pilot to coordinate and ensure a smooth take-
off/landing
 Social skills: Synergy and team work helps to break the ice and reach the end goal without
any hindrance

Economy
Kids pay 12 kidZos to acquire the skills of a Pilot.
Bank & ATM
Learn to deposit and withdraw money in a fun way
Financial Literacy Firsthand
Role/s

 Customer
 Bank Teller
Activity Description
Children develop financial literacy while enjoying the fun of opening a bank account, depositing
checks and taking out cash from the ATM. They get a first-hand understanding of personal
financial planning and sound money management skills.
Duration
3-15 Minutes

26
Educational Content

 Psychomotor Skills: As the first pit stop, the visitors need to locate the Bank on the Map,
maneuver through the city to encash their first cheque
 Cognitive Skills: Kids develop financial literacy and discover the value for money
 Emotional Skills: A sense of satisfaction of having made wise decisions and rewarding
choices - to save, spend, deposit and earn interest
 Social Skills: Kids learn to handle their own money while dealing with other touch points and
visitors in the facility
Economy
Kids can deposit or withdraw money (kidZos) or they can role-play as Bank Teller and earn 5 kidZos.

Biscuit Factory
Work in the Biscuit Factory and make your own pack of biscuits
Make a Pack of Biscuits
Role/s

 Biscuit Processing Engineer

Activity Description
Kids work in the Biscuit Factory and manufacture their own packet of biscuits. Teams of young
engineers get the opportunity to use kid-sized machinery. They each also get to take home a pack of
biscuits as a token of achievement.
Duration
20 Minutes
Educational Content

 Psychomotor Skills: Operating the machinery and measuring the ingredients would sharpen
their psychomotor skills
 Cognitive Skills: Following the instructions of the Zupervisor and understanding the process
requires cognitive thinking
 Emotional Skills:Visitors will learn the skill of patience and its rewards at the end
 Social Skills: Visitors will be working in a group, interacting with other visitors while
learning the manufacturing process thus, building their social skills
Economy
Kids pay 8 kidZos for this activity.

Dance Academy
Learn Kool dance moves and perform on stage
Bust A Move
Role/s
 Dancer

Activity Description

27
Make your kids be a part of our dance school for beginners. Get them trained under professionals for
Kool dance moves and then see them perform on stage at the Theatre. They can also get a chance to
perform with our Zupervisors in flashmobs and street parades.
Duration
30 Minutes
Educational Content
 Psychomotor Skills: Dance performances will require visitors to move their bodies in
coordinated fashion to match the steps
 Cognitive Skills: Visitors will need to memorise steps and formations
 Emotional Skills: Visitors will experience the joy of dancing as a performance art
 Social Skills: Visitors will perform on stage and in front of audiences, giving them a huge
confidence boost

Economy
Kids will have to pay 8 kidZos for this activity.

LITERATURE REVIEW

 Robert B. Woodruff: In his study I found that research more demanding customers, global
competition, and slow-growth economies and industries, many organizations search for new
ways to achieve and retain a competitive advantage. Past attempts have largely looked
internally within the organization for improvement, such as reflected by quality management,
reengineering, downsizing, and restructuring. The next major source for competitive
advantage likely will come from more outward orientation toward customers, as indicated by
the many calls for organizations to compete on superior customer value delivery. Although
the reasons for these calls are sound, what are the implications for managing organizations in
the next decade and beyond? This article addresses this question. It presents frameworks for
thinking about customer value, customer value learning, and the related skills that managers
will need to create and implement superior customer value strategies.

 Roland T. RustAnthony J.Zahorik: In his learning I get to know that a mathematical

framework for assessing the value of customer satisfaction. The framework enables managers
to determine which customer satisfaction elements have the greatest impact, and how much
money should be spent to improve particular customer satisfaction elements. This makes it
possible to hold customer satisfaction programs accountable, in the way that other business
programs are held accountable, by forcing them to demonstrate their benefits with respect to
bottom-line profitability. We use an individual-level model of loyalty and retention, and then
build up to market share by aggregation. We demonstrate the application of our approach in a
pilot study of a city's retail banking market.

28
 Harvey J.Miller: In his study I Search behavior is a method by which individuals develop a
set of alternatives for consideration and make a choice among these alternatives. Thus it is a
key component of the consumer decision process. However, consumer search behavior is not
well integrated into broader retail analysis. This paper reviews the substantial literature on
consumer search behavior and suggests its relevance for retail analysis. A comparison and
synthesis of predictions from this literature provides insights for retail policy and
management. This paper also identifies worthwhile directions for further research.

 Roger Hallowell: Presents the findings of a study performed on data from a large bank’s
retail‐banking operations. Illustrates the relationship of customer satisfaction to customer
loyalty and customer loyalty to profitability, using multiple measures of satisfaction,
loyalty and profitability. An estimate of the effects of increased customer satisfaction on
profitability (assuming hypothesized causality) suggests that attainable increases in
satisfaction could dramatically improve profitability .

 Stephen M. Ross: In a study of telecommunications services, the authors examine the effects
of customer satisfaction, affective commitment, and calculative commitment on retention.
The study further examines the potential for situational and reactional trigger conditions to
moderate the satisfaction–retention relationship. The results support consistent effects of
customer satisfaction, calculative commitment, and prior churn on retention. Prior churn also
moderates the satisfaction–retention relationship. The results have implications for both
customer relationship managers and researchers who use satisfaction surveys to predict
behavior.

 Ove C. Hansemark: In this research I found that the purpose of this study was to explore
how the employees of a company experience the concepts of customer satisfaction and
retention. A phenomenological method was used, allowing the informants’ own
interpretations to be discovered. Satisfaction was discussed from three perspectives:
definition of the concept, how to recognise when a customer is satisfied, and how to
enhance satisfaction. The informants’ experience pertaining to these three categories
varied, and a total of seven ways to define, recognise or enhance satisfaction were
discovered. These were: service, feeling, chemistry, relationship and confidence,
dialogue, complaints and retention. All except the first two of these categories of
experience were found to enhance retention, implying that the informants have found that
strategies for enhancing both satisfaction and retention are similar. The strongest
connection between retention and satisfaction strategies turned out to be in terms of
relationship and confidence.

 Christine T.Ennew and Martin R.Binks: I found in those studies that Within any service
there is scope for considerable variation in the degrees to which both parties become involved
in the relationship; beyond a certain minimum level, customers and service providers may be
more or less participative. However, participative behavior should yield benefits. Customers
who are more willing to share information and develop closer personal contacts might be
expected to benefit in terms of a higher quality of service provision, because the provider will
be more knowledgeable about their needs and expectations. Similarly, greater degrees of
participation by the service provider should enhance customer awareness of the ways in
which the supplier operates and, in turn, should result in more realistic expectations of what
the supplier can offer. Thus, it can be argued that the extent to which both parties participate
in a relationship will affect the perceived quality of the service provided; this, in turn, is

29
 expected to make an impact on overall satisfaction and customer retention. This paper
presents an exploratory analysis of the relationships between relationship participation,
quality, satisfaction, and retention using data from over 1,200 small firms. The results
highlight the importance of participative behavior, particularly on the part of the service
provider, in explaining perceived quality and satisfaction; in turn, satisfaction is found to be
an important influence on retention. The direct impact of participation on retention is found to
be weak.

 Eugene W. Anderson: Perceived quality, expectations, customer satisfaction, and

effect of customer satisfaction on repurchase likelihood are found to be higher for
products than for services, but repurchase likelihood for products is lower. Retailers
have the highest repurchase likelihood and score lowest on the other variables. A set
of relevant category characteristics is used to further understand variation in both the
levels of these variables and their relationships. Quality, expectations, satisfaction,
and satisfaction's effect on repurchase are higher — and repurchase likelihood is
lower — when competition, differentiation, involvement, or experience is high and
when switching costs, difficulty of standardization, or ease of evaluating quality is
low.

RESEARCH METHODOLOGY

Objective & Hypothesis of the study

Objectives of the study: -

 To study how the adults interest are examined in kidzania..
 To know about the behavior of adults regarding their children
 To study current parents activities in Kidznia to improve customer satisfaction
 To develop and modify activity of parents for improving customer satisfaction.

Our hypotheses were: -

H1: With better customer satisfaction there will be more traffic in Kidzania.
Ho1: There will be no customer satisfaction the traffic will not be generater.

30
H 2: There is an improvement in customer satisfaction while developing activies for adults in
Kidzania..
Ho2: There is no improvement in customer satisfaction while developing activities for adults
in Kidzania
.
H3:With customer satisfaction there will be a positive relationship and customer loyalty.
Ho3: Without customer satisfaction there will be a negative relationship and no customer
loyalty.

H4: Customer relationship has an impact on customer loyalty.

Ho4: Customer relationship does not have an impact on customer loyalty.

H5: Trustworthiness has a positive impact on customer loyalty.

Ho5: Trustworthiness has a negative impact on customer loyalty.

H6:There is an improvement in customer satisfaction while designing activities for adult in

Kidzania Delhi NCR
Ho6: There is no improvement in customer satisfaction while designing activities for adults
in Kidzania .

H7: There is a relationship between service time and customer satisfaction.

Ho7: There is no relation between service time and customer satisfaction.

NAME AGE SEX RELIGION

Male/Female Hindu/Muslim/Sikh/Christian

S.No. PARTICULARS YES NO

1. Is this your first visit in KidZania?

2. Do you think this is the good place for your kids to enjoy and education?
3. Do you think that all establishments are making for the kids purpose?

4. Did you participate any adult activities?

5. Did you enjoy all the activities which is made for adults?

6. Did your kids do all the activities?

7. Did you do the google summer camp in kidZania?

31
8. Is this your first experience of Virtual reality?

9. Do you aware of cyber bullying after having a session in google summer camp?
Do you think that your kids learn new things after completing the role play activities
10. in kidZania?

11. Do you face any problem with foodies like domino, dunkin donut, dili da zaika etc?
Have you experienced of contest of Adidas. Where they are trying to let you aware
12. about less use of plastic?

13. Do you think that plastic should be banned in india?

14. Do you want to visit again in kidZania?

15. Is kidZania pay high for the kids or adults?

GOOD AVERAGE POOR Not To
Say
16. How did your kid feel after doing AirkidZania
activity?
17. How was your experience after completing the
google summer camp and the VR experience of
latest made by google?
18. How did your kid feel after doing alot of role
playing activities?
19. After getting a give away from google VR box
which is not even online. How you feel?
20. For adults there are several places for rest. Are
they places clean?
21. Is the processing of serving food with hygine cap
or handchiefs?
Newspaper Ads Poster Friend
22. From where did you hear about kidZania?
23. What do you think that kidzania should do more
marketing in which area?
1 2 3 4
24. How many ratings will you give to kidZania?
25. How much you satisfy with kidZania facilities?
26. How many ratings will you give to food and
beverages?
27. How many ratings will you give employees
behaviour?
28. How many ratings will you give to Airport
services?
29. How many ratings will you give to Bank services?
30. How many ratings will you give to Other facilities
services?

1. Is this your first visit in KidZania?

32
 45
40
35
30 NO, 12
25
20
15
10 YES, 38
5
0
YES NO

Table1: about Kidzania visit

Description/Interpretation:

38 respondents has visited first time in kidzania, 12 respondents visited twice

2. Do you think this is the good place for your kids to enjoy and education?

50
45
40 NO, 5
35
30
25
20
15
10 YES , 45
5
0
YES NO

Table2: Responses about place

Interpretation:
45 respondents say that kidzania is helpful, 5 respondents doesn’t think that

3. Do you think that all establishments are making for the kids purpose?

33
 60 NO, 2
50
40
30
20
YES , 48
10
0
YES NO

Table3: Response of establishments

Interpretation:
48 respondents say that it is suitable for kids, 2 respondents say that it is not that much this
should have some changes.

4. Did you participate any adult activities?

40
35
30
25 NO, 15
20
15
YES , 35
10
5
0
YES NO
Table4: responses of adult activities

Interpretation:
35 respondents say that they participated in adult activities, 15 respondents only take care of
their kids.

5. Did you enjoy all the activities which are made for adults?

45
40
35
30 NO, 10
25
20
15
10 YES , 40
5
0
YES NO
Table5: responses of activities for adults

34
Interpretation:
40 respondents say that they enjoyed a lot, 10 respondents it was not much enjoyable.

6. Did your kids do all the activities?

30
25
20
15
NO, 25 YES , 25
10
5
0
YES NO
Table6: Reponses of all activities
Interpretation:
25 respondents agree with that point, 25 respondent do only some activities due to their 3
hours plan

7. Did you do the Google summer camp in kidZania?

40
35
30
25 NO, 12
20
15
10 YES, 38
5
0
YES NO
Table7: responses about Google summer camp
Interpretation:
38 respondents say that he had experienced, 12 respondents didn’t have time to go there.

8. Is this your first experience of Virtual reality?

60 NO, 2
50
40
30
20
YES , 48
10
0
YES NO
Table8: responses of virtual reality

35
Interpretation:
48 respondents say yes they did this experience first time, 2 respondents had before this
experience

9. Do you aware of cyber bullying after having a session in Google summer camp?

35
30
25
20 NO, 18
15
10 YES , 32

5
0
YES NO
Table9: Responses of cyber bullying in Google summer camp
Interpretation:
32 respondents say that it was very useful to know by our youth, 18 respondents say that they
have already knowledge about that so it was boring session for them.

10. Do you think that your kids learn new things after completing the role play activities in

kidZania?

45
40
35
30 NO, 10
25
20
15
10 YES , 40
5
0
YES NO
Table10: Responses of role playing activities
Interpretation:
40 respondents say that his kids get many knowledge from the activities, 10 respondents say
that it is just only for fun.

11. Do you face any problem with foodies like domino, dunkin donut, dili da zaika etc?

36
 50
45
40 YES , 6
35
30
25
20
15
10 NO, 44
5
0
YES NO
Table11: Responses related foodies’ item
Interpretation:
6 respondents say yes because they had to pay with other online mode which was not
available there, 44 respondents say that was good enough.

12. Have you experienced of contest of Adidas. Where they are trying to let you aware about less
use of plastic?

40
35
30
25 NO, 14
20
15
10 YES , 36
5
0
YES NO
Table12: Reponses of use of plastic
Interpretation:
36 respondents say that it was good to inform all, 14 respondents say that we should not put
that things in a entertaining place.

13. Do you think that plastic should be banned in

50 india?
45
40 NO, 3
35
30
25
20
15
10 YES , 47
5
0
YES NO
Table13: Reponses of plastic ban
Interpretation:

37
47 respondents support my question and they also want that plastic should be banned, 3
respondents counted me the demerits of plastic ban.

14. Do you want to visit again in kidZania?

30
25
20
15
NO, 25 YES , 25
10
5
0
YES NO
Table14: Responses of visit again or not
Interpretation:
25 people want to visit again with their relatives or friends, 25 people say that it is not that
much good so we will search other place to visit.

15. Is kidZania pay high for the kids or adults?

35
30
25
20 YES , 20
15
10 NO, 30
5
0
YES NO
Table15: Responses of pricing for kids or adults
Interpretation:
20 respondents say it was reasonable price, 30 respondents say that they looted us for this
kind of activities.

16. How did your kid feel after doing AirkidZania activity?

30 NOT TO
POOR,
25 SAY, 2
3
20
15
10 GOOD,
AVERA
5 25
GE, 20
0
GOOD AVERAGE POOR NOT TO
SAY
Table16: Responses of airkidzania activity
Interpretation:
25 respondents say their kids were surprised, 20 respondents say their kids were little happy,
3 respondents say their kids didn’t happy with that, 2 respondents say that ok-ok

38
17. How was your experience after completing the Google summer camp and the VR experience of
latest made by Google?

40 NOT TO
35 SAY, 5
30
25 AVERAG
20 E, 10
15 GOOD,
10 35
5
0
GOOD AVERAGE POOR NOT TO SAY
Table17: Responses of GSC and VR
Interpretation:
35 respondents it was awesome, 10 respondents say that it was good, 5 respondents say that
should be better.

18. How did your kid feel after doing a lot of role playing activities?

25 NOT TO
SAY, 0
20

15 POOR,
10 GOOD,
10 20
AVERAG
5 E, 20

0
GOOD AVERAGE POOR NOT TO SAY
Table18: Responses of role playing acitivities
20-20 respondents say that they were happy, 10 respondents say they hated some activities.

19. After getting a give away from Google VR box which is not even online. How you feel?

45 POOR, NOT
40 0 TO
35 SAY, 0
AVERA
30
GE, 10
25
20
15
10 GOOD,
5 40
0
GOOD AVERAGE POOR NOT TO SAY
Table19: Response of Google VR Box
Interpretation:

39
40 respondents thanks to kidzania for this give away, 10 respondents also say that it was
wonderful experience.

20. For adults there are several places for rest. Are they places clean?

45 NOT TO
40 SAY, 0
AVERA
35 GE, 5 POOR,
30 5
25
20
15
10 GOOD,
5 40
0
GOOD AVERAGE POOR NOT TO SAY

Table20: Responses of places for rest

Interpretation:
40 respondents participated in adults activities, 5-5 respondents say it was not up to the mark.

21. Is the processing of serving food with hygine cap or handchiefs? How was it?

50 AVERA
45 GE, 3
40
35
30
25
20
15
10 GOOD,
5 47
0
GOOD AVERAGE POOR NOT TO SAY
Table21: responses of serving food
Interpretation:
47 respondents say that it was good way to serve a food in front of guest, 3 respondents say
that it was ok.

40
22. From where did you hear about kidZania?

20 NEWSP
APER,
15 10
FRIEND,
10
10

POSTER, ADS, 15
5
15

0
Newspaper Ads Poster Friend
Table22: Responses of get to know about kidzania
Interpretation:
10 respondents read in newspaper, 15 respondents come through Ads, 15 respondents come after
seeing posters, and 10 respondents say that their friend refers.

23. What do you think that kidzania should do more marketing in which area?

25 FRIEND
,0
20

15 POSTE NEWSP
R, 15 APER,
10 15

5
ADS, 20
0
Newspaper Ads Poster Friend
Table23: Responses of what should be there
in
Interpretation:
15-15 respondents want that should be in newspaper or poster, and 20 respondents want that for
growing fast they should advertise on Ads.

24. How many ratings will you give to kidZania?

40 3 4 RANK
RANK, ,2
35
3
30
25
20 2
RANK,
15 12
1
10
RANK,
5 35
0
1 2 3 4
Table24: Responses of ratings to kidzania

41
Interpretation:
35 respondents give 1, 12 respondents give 2, 3 respondents give 3, 2 respondents give 4.

25. How much you satisfy with kidZania facilities?

4
25 RANK ,
3 5
20
RANK,
15 5
10 1
5 2 RANK,
RANK, 25
0
1 15
2
3
4

Table25: Responses of kidzania facility

Interpretation:
25 respondents give 1, 15 respondents give 2, 5 respondents say 3, 5 respondents say 4

26. How many ratings will you give to food and beverages?

25 4
RANK ,
20 8

15 3 1
RANK RANK,
10 , 10 20

5 2
RANK,
0
22
1 2 3 4
Table26: Responses of food and beverages
Interpretation:
20 respondents 1, 22 respondents 2, 10 respondents 3, 8 respondents 4.

27. How many ratings will you give employees behaviour?

35 3 RANK, 4 RANK
30 10 ,0
25
20
15
2 RANK, 1 RANK,
10 10 30
5
0
1 2 3 4
Table27: Responses of employees behaviour
Interpretation:

42
30 respondents 1, 10 respondents 2, 10 respondents 3, 0 respondents 4.

28. How many ratings will you give to Airport services?

30 4 RANK ,
25 5
20 3 RANK,
15 10
1 RANK,
10
25
5
0 2 RANK,
1 2 3 4 10
Table28: Responses of airport services
Interpretation:
25 respondents 1, 10 respondents 2, 10 respondents 3, 5 respondents 4.

29. How many ratings will you give to Bank services?

30 4 RANK
25 ,0
3
20
RAN
15 K, 15 1 RANK,
10
25
5
0 2 RANK,
1 2 3 4 10
Table29: Responses of bank of services
Interpretation:
25 respondents 1, 10 respondents 2, 15 respondents 3, 0 respondents 4

30. How many ratings will you give to other facilities services?

4 RANK ,
10 1 RANK,
3 RANK, 20
10
2 RANK,
10

Table30: Responses of other facility services

Interpretation:
20 respondents 1, 10 respondents 2, 10 respondents 3, 10 respondents 4.

Theoretical Framework Perceived Quality: It is consumer’s judgment about

product's overall excellence.

43
Perceived value: The worth that a product has in the mind of the consumer.
Product attributes: These are the descriptors used to define kinds of products.
Customer relationship: The ways in which a company communicates deals and try to build
new customers and retain with existing customers.
Trustworthiness: Trustworthiness is a moral value. A trustworthy person is someone in
whom we can place our trust and rest assure that the trust will not be betrayed.
Customer loyalty: It is the result of consistent experience of emotions in a positive way,
attribute-based satisfaction and perceived value of an experience, which involves the services
or the products.

Research Methodology
This research paper demonstrates to discover the factors that influence customer loyalty.
Nature of the Study: In this research paper a questionnaire has been used for the collection
of data.
Sample design: The sample size for this study is of 50 respondents.
Data collection tool: Prepare a questionnaire.
Data Analysis: Statistical tools to be applied in the study. Descriptive analysis, one-sample
T-test, correlation, regression and a factor analysis are adopted. Data will be analyzed on
SPSS 16.0. To test Hypothesis we are using the Regression technique.

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