Customer satisfaction with regard to Xerox photocopier: Xerox India Limited

Type :

Case study

Pages :

36 pages

Format :

.doc

Published date :

03/17/2009

Category :

Business & market

Sub category :

Management

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Summary :

A study on photocopy industry
1. Origin of photocopying industry
2. Work structure of a photocopier
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
Xerox India's stretagic move
Research methodology
1. Need for the study
2. Objective of the study
3. Limitations of the study
A conceptual framework
Customer sastisfaction review
Overview on services
Marketing concepts and tools
Conclusion
Bibliography

Abstract

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.