ByP. Priyaranjan

51

“MEASUREMENT OF CONSUMER SATISFACTION AND MARKET DYNAMICS ON THE DOCUMENT MANAGEMENT DEVICES”

A summer project report on

Contents

1. Identifying the problem2. Xerox company profile3. Objectives4. Research methodology4. Data analysis 5. Findings6. Suggestions7. Conclusion

Identifying the problem

• To know the document devices market potential in Hyderabad.

Xerox Corporate Profile

• Company Name : XEROX CORPORATION• CEO of Company : Ursula M. Burns• Headquarter : Stamford Connecticut• No. of Employees : 136,000 worldwide (2011)• Operation : Operates in 160 Countries• Founded In : 1906

Objectives

To find the potential market for Xerox products.To find the requirement of office equipments in the market.To know the buying process of the different organizations.To find out the satisfactory level of customers for the document devices.To generate the leads for the Xerox products.

Research Methodology

Target population: Companies in Hyderabad city Sampling frame : 175 companiesMethod: Simple random sampling

method.Research instrument: Questionnaire Survey method: Personal interview.Tools : Percentages, average weighted mean, anova and multiple regression is applied using SPSS-19.

Limitations

Information provided by the customers may or may not be true.

Sample size may not be sufficient for conclusion.

Data collected from the questioners may or may not be true.

Data Analysis

Printers

71%

13%

10% 6%

Printer

HPCannonXeroxOthers

Multi Function Devices

51%

17%

13%

20%

MFD

HPCannonXeroxOthers

Running cost

58%25%

11%6%

less than 30003000-100001000-20000more than 20000

Buying Decision

72%

12%

9%7%

Directorpurchase headoperations headIT head

Order of preference

Customer satisfaction

Anova

• Null hypothesis: There is no significant difference between the factors.

P = 0.000 < 0.05

Multiple regression

Comparison of basic standby printers of three companies

Findings

HP is the leading company in the document devices.Many people identify Xerox as a photo copying process.From the data analysis requirement is more in SME’s who spend less than 10000 per month on document devices.We were not allowed to do survey in some big corporate as we did

Cust

omer

Cost to satisfy Conv

enien

ce

Communication

4 C’s Marketing Mix

Suggestions

• Communication• Convenience• Cost to satisfy• After sales service• Availability of catridges

Conclusion