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Customer satisfaction with regard to Xerox photocopier: Xerox India Limited

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  1. A study on photocopy industry
    1. Origin of photocopying industry
    2. Work structure of a photocopier
  2. Company profile of Xerox
    1. Origin of Xerox
    2. The Xerographic process
    3. Corporate goals of Xerox
    4. Social responsibility of Xerox
    5. An overview of Xerox
  3. Xerox India's stretagic move
  4. Research methodology
    1. Need for the study
    2. Objective of the study
    3. Limitations of the study
  5. A conceptual framework
  6. Customer sastisfaction review
  7. Overview on services
  8. Marketing concepts and tools
  9. Conclusion
  10. Bibliography

The documentation industry is expanding at a rate of more than 20% and the world majors have recognized the Indian market as a lucrative area. They are present in India either through joint ventures or through 100 percent subsidiaries. The high import duties, which had tilted the balance in favor of the unorganized market earlier, are now being rationalized. The market is perceived as being very lucrative considering the potential demand of photocopiers. The key success factors are technology, after sales services and accessibility to the consumer. Being partners of global players, all the major companies have access to latest technology. After sales service had do far played an important role in the expansion of the markers. However, sustainable income of a company will largely depend on the number of machines sold as the customers enter into the service agreement with companies. India being a signatory of the international technology agreement is committed to reducing the import duty on digital photocopiers by 2003. Photocopying is a process which makes paper copies of documents and other visual images quickly and cheaply. Most current photocopiers use a technology called xerography, a dry process using heat. In 1937 Bulgarian physicist Georgi Nadjakov found that when placed into electric field and exposed to light, some dielectrics acquire permanent electric polarization in the exposed areas. That polarization persists in the dark and is destroyed in light. Chester Carlson, the inventor of photocopying, was originally a patent attorney and part-time researcher and inventor. His job at the patent office in New York required him to make a large number of copies of important papers.

[...] Customer satisfaction surveys: Studies show that although the customers are dissatisfied with one out of ever four purchases less than 5 percent of dissatisfied customs will complain, complaint level are thus not a good measures of customer satisfaction. Responsive companies measures customer satisfaction directly by conducting periodic survey. TABLE-1 PLACE OF PURCHASE OF XEROX COMPANY PRODUCTS S. NO PARTICULARS NO. OF RESPONDENTS PERCENTAGE CHART: INFERENCES: It is found that 50% of the customer are directly purchased photocopier from the Xerox India Limited Company. [...]


[...] Price discounts/combo offers may be launched to attract the customer Customer Satisfaction Toward Photocopier Of Xerox India Limited Date: / /2007 Name of Address: M/C Ph No cell) Dt: Contact reading: Designation: Dear Sir This is periodical quarterly customer satisfaction survey; please help us to serve you better with your kind cooperation. Below is a list of aspects of our products & services; please indicate by ticking the appropriate box how satisfied you have been with products & services. 1.Where are you purchasing product ( ) Dealer Company Any other place 2. [...]


[...] Thus, Xerox charged a low monthly lease payment plus copy? fee determined sing decision proved to be as much a part of the success of the product as the technology. With in six months of its introduction, it was evident they had a winner. The Xerox 914 has been called the most successful business product ever introduced. September 2004 marked the 45th anniversary of the Xerox 914. More than 200,000 units were made around the world between 1959 and 1976, the year the company stopped production of the 914. [...]

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