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Study on Customer Satisfaction of Fuji Xerox Corporation

Author: WangXinJiang
Tutor: ZhangJun
School: Huazhong Agricultural University
Course: Business Administration
Keywords: Customer Satisfaction Effect Factors Staff Management PerformanceAppraisal
CLC: F274
Type: Master's thesis
Year: 2013
Downloads: 226
Quote: 0
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Abstract


Customer has become enterprises’ most value resource from21century, How to improve customer satisfaction and own loyal customer are focused by more and more corporations. More and more researcher and people have studied of customer satisfaction. Excellent service can keep your customer, Excellent service can appreciate your customer, Excellent service can create good relationship with your customer, Excellent service can great improve customer’s satisfaction for enterprise and product, can create your loyalty customer, Excellent service can let you to win new customers.Fuji Xerox (China) is a subsidiary of Fujifilm Holdings of Japan (75%) and Xerox Corporation of the USA (25%). established in1995. There have23branches in China. The main products are multi-function devices, printer, digital press devices, and software solutions. According to company expanded in China marketing, Sales department recruit more and more sales, the products marketing share became larger than before. The customers always want to get higher quality service. But the after-sales department keeps the original quantities of service engineers and old service principle. This will cause some problems in customer satisfaction, by now these problems became seriously day and day. These service problems will affect customer satisfaction to company and products. These factors caused more customers not satisfied even to lose loyal customers and marketing share. It’s become a serious problem to customer service department and whole company. Base corporation situations and related theory, this thesis focused on study of customer satisfaction about Fuji Xerox corporation.Firstly, we list the current situation research of customer satisfaction between international and national, review and analyze the theory research of customer satisfaction, and then we confirm the content and method of this research.Secondly, this thesis focus on research of customer satisfaction definition, related theory module introduction and measure method, list the common effects factors of customer satisfaction.Thirdly, based on the related theory knowledge, we defined customer satisfaction module and effect factors analyze of Fuji Xerox corporation, through these module we designed survey sheet of Fuji Xerox customer. Then we sent these survey sheet to customers, after retrieve and collect these sheets, summarize and analyze data, we get related chart and graphic. From these results, we can seek customer real care questions and corporation existing problems easily.Finally, we provide some pertinent advises based on Fuji Xerox corporation products specification and customers’requirements. We really hope this study and advice can improve customer satisfaction of Fuji Xerox corporation.The creative items of the thesis as following:the author can base on customer and provider to think service problems, and the questionnaires include outside customer and internal service engineer, can better collect the real customer requirements and company’s current problems. On the other hand, according to the author’s skills and experience are limited and we only can use the random research customers, not include the audition customers. So the research results are limited, this is the disadvantage of thesis.

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CLC: > Economic > Economic planning and management > Enterprise economy > Enterprise Marketing Management
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