Professional Documents
Culture Documents
CHAPTER 1
INTRODUCTION
CHAPTER 2
COMPANY PROFILE
CHAPTER 3
RESEARCH
METHODOLOGY
DESIGN
AND
CHAPTER 4
DATA PRESENTATION, ANALYSIS
AND INTERPRETATION
CHAPTER 5
FINDINGS
CONCLUSION
CHAPTER 6
ANNEXURE
CHAPTER 6
AND
SUGGESTION
&
BIBLOGRAPHY
Chapter no. 1
Introduction
1.1
Customer who are satisfied are also loyal. So there is less possibility that they will revoke
to the company. So in such scenario customer satisfaction needs to be analyzed. It will
give an insight into where the company is falling short of the expectations of the
customers. So that it can improve upon it and gain customer satisfaction.
In the printer industry HP, Samsung, Epson are some of the competitors of Canon. In
such a competitive market Canon cannot afford to miss on the customers. So it becomes
necessary to know the customer satisfaction. In printer industry market share wise HP are
the leaders. To take over the top position Canon needs to be the best company and for it
,it should satisfy its customers. So this research project becomes critical and important
from Canons perspective.
Defining the objective is the crucial part of any research. If the objective are not clear the
research cannot identify the problem and thus cannot find a solution to the problem.
Primary Objective:
To study customer satisfaction of Canon printers users in DEHRADUN.
Secondary Objective:
1) To identify the areas of dissatisfaction related to Canon printers.
2) To identify the areas on which company should focus to improve the
product.
3) To tap the Latent market for the Inkjet and Laser printers.
4) Promotion of different inkjet, lasers and all in one printers.
Product Scope :This study is only restricted to the printer section i.e. inkjet, lasers and
all in one.
Geographic Scope :-
Chapter no.2
Company Profile
Headquarters:
2.3 Growth:
Canon India Private Limited, India 's No.1 Complete Digital Imaging Company,
has registered the highest growth in Eastern market in most of the product categories in
the first 5 months of 2009 over the same period last year. Canon is also a leading player
in East in the digital camera and digital copier multifunctional categories with 30%
market share in both. And Canon achieved 30% market share for laser printer nationally
during April 2009.
Canon India closed 2008 with revenues of Rs. 665 crores, which marked 31%
growth over 2007. Overall, Canon expects to touch revenue of 840 crores in 2009 and
1000 crores in 2010. Canon will invest 100 crores in India this year.
Canon is said to be a Technology Innovators, With over 1100 registered patented
technologies in Digital Cameras, 2300 in inkjet printers, 5600 in multifunctional printers
and more than 200 in scanners, Canon has emerged as one of the leading technology
innovators in the digital imaging space worldwide.
rank
2008*
Company
No.
IBM
4,164
Samsung Electronics
3,518
Canon
2,114
Microsoft
2,027
Intel
1,777
Panasonic
1,737
Toshiba
1,614
Sony
1,499
Fujitsu
1,493
10
Hewlett-Packard
1,420
The imageRUNNER 1025N provides a compact desktop design as well as all the
functionality needed in a single multifunction solution. Plus, its expandable paper
capacity helps maintain uptime for every user.
Delivering durable performance with high-end capabilities, the imageRUNNER 1025N
device is designed to redefine small office and workgroup efficiency.
Copying Machines
Canon iR1024iF
Further Information
Added intelligence helps the iR1024iF stand out as a multifunctional printer with real
power. Print, copy and fax in black and white, and scan and send information in colour true versatility at your desk.
Benefits
Double-sided documents
Document feeder
Canon IR3300
Built on Canon's newly developed, network-oriented architecture called imagePlatform,
the imageRUNNER 3300 offers a 33 page-per-minute speed and the highest levels of
image quality, network integration and elevated multi-tasking capabilities in the market.
The imageRUNNER 3300 ships as a standalone digital copier, supporting many
advanced copying features, as well as the local scanning of documents into an internal
image server Mailbox system. And, with its modular design, customers can easily add
network printing, Super G3 Fax capabilities, and network scanning as needed.
With a standard internal 5.1GB Image Server with 128MB RAM, the imageRUNNER
3300 supports many advanced features including Scan-Once-Print-Many, Copy
Reservation, Job Build, Confidential Mailboxes and more. Offering standard Automatic
Trayless Duplexing, a large 4,550-sheet maximum paper capacity and the most
advanced finishing features in its class, the imageRUNNER 3300 is designed to deliver
enhanced productivity to workgroups and departments.
Computer Peripherals :-
CanoScan 5600F
For convenience, you can batch-scan up to six 35mm frames or four 35mm slides at
once. Please click on the image below to view the related video.
PIXMA PRO-100
High performance professional photo printing up to 13" x 19".
It's time to step up to the large format, professional quality printer you've been dreaming
about. The PIXMA PRO-100 Wireless1 Professional Inkjet Printer possesses the
functionality and technology you need to achieve high-quality output so your prints can
look as good as the images you capture. The 8-ink dye based ChromaLife 100+ system
provides you with an amazing color gamut so your prints will look as vivid as you
remember.
The PIXMA PRO-100 shares technology with the rest of the PIXMA PRO line utilizing
the Optimum Image Generating System to ensure what you envision is exactly what
you get. The OIG System analyzes each area of the print and chooses the best ink
mixture so you see the colors you expect to see in your print.
The new Print Studio Pro2 plug-in software makes it even easier to get amazing results
from your favorite photo applications. Add to that connectivity options like Wi-Fi,
Ethernet and USB and you have a professional machine that easily fits into your
workflow that you can place anywhere around the studio.
Cameras:-
Projectors:-
content capability seamlessly integrates the REALiS WUX450 into your technical
infrastructure.
Figure No 2.5.1
Microfine Droplet Technology :We redesign the ink nozzles and print head for the precise ink ejection and perfect
photo r reproduction.
ChromaPlus Technology: The new ChromaPlus technology has an additional red added to the original 6colour ink.
Colour Precision Distribution: Canon re-arranges print head for uniform colours rendition.
(FINE) technology print head, which has more nozzles than competitors'
equivalent
models.
On Demand Toner Fixing Technology:In copying machines and laser beam printers, toner is fixed to the paper by heat and
pressure via the fixing roller. With conventional fixing-roller systems, the roller must be
kept hot at all times by a heater located in the center of the roller, even when in standby
mode. Canons on-demand SURF (Surface Rapid Fixing) technology employs a linear
ceramic heater and fixing-film sleeve with high thermal conductivity and low thermal
capacity.
Canon has also developed on-demand fixing technology for its color printers and copying
machines. One system utilizes a double-layer fixing-film sleeve, such as those used in
monochrome machines, which includes an intermediate rubber layer. In another, the base
layer of the fixing-film sleeve is made from thin metallic film instead of heat-resistant
resin and employs a three-layer structure which includes a rubber layer and release layer.
The inclusion of the soft rubber layer contributes to improved toner-fixing performance
and ensures the uniform application of heat to the toner to produce consistently highquality color images.
Digital Camera 28
Digital Camcorders 4
Digital SLR 12
Canon Lenses 10
All-in-one printers 6
Canon launched its regional outreach programmes across the country Amchi
Mumbai, Humari Delhi, Namma Bengaluru and Namma Chennai. The projects
were launched to create better connect with customers in these regions.
Canon launched 108 new products in 2008, the largest ever product launch in
India.
Canon launched 'Image Fest' which showcases all Canon cameras and photo
printing products by creating an exclusive edifice a traveling exhibition.
Canon took up sponsorship in the IPL Cricket tournament for the PowerShot range
of cameras, where every 4 and 6 hit was called a PowerShot.
To reinforce its focus on regional markets, Canon launched the Print City project
across 6 cities.
Canon introduced its major thrust in 3 new areas of production and graphic arts,
government business and system integration space.
Canon initiated green procurement and digitization to reduce paper wastes etc.
Chapter no. 3
RESEARCH DESIGN AND
METHODOLOGY
What is a research?
Types of research:
1)
2)
3)
4)
5)
6)
7)
8)
Descriptive
Analytical
Applied
Fundamental
Quantitative
Qualitative
Conceptual
Empirical
Data Sources:
There may be different types of data, some of the information may be published, while
some is unpublished, some is complete and some information as available without any
charge and some may acquire nominal expenditure. Its necessary for the research work
and the type of sources from which it is generally collected. The research problem
decides the nature of the sources of data they may be secondary data and primary data.
Data Collection:
The method to collect data was primary. Primary data is obtained through respondents,
whether through questionnaire or through personal interview. Collection of primary data
is done during the course of doing experiments in experimental research, but in case of
descriptive type and when survey performed, whether sample survey or census surveys,
then we can obtain primary data either through observations of through direct
communication with there are several methods of collecting primary data, particularly in
survey is descriptive research.
The population is the set of all respondents about which a researcher wishes to draw a
conclusion. In this project the respondents to be surveyed are the users of printers and
other printing equipments. Population will comprise of all those who can be our
respondents to meet our survey objectives. So the population comprises of the Xerox
centers, cyber cafes, small home offices, retail outlets, corporate offices, educational
institutes, schools, colleges. So this is our population.
A sampling unit is that element or set of elements considered for selection in
some stage of sampling. The one who will be the respondent and the concerned for the
survey is sampling unit. In our case sampling unit is the end user of the printer, one who
is actually using the printer. So the Xerox center, cyber cafes, small offices and the retail
outlets are our sampling units. Sampling frame was all the Xerox centers, cyber caf,
retail outlets, small home offices.
Sample size:
The sample size is 50 and it includes Xerox center, Cyber cafes, Retail shops,
Small home offices in DEHRADUN city.
by the researcher, first time. When primary data is published by researcher, it becomes
the secondary data for everybody, other than the researcher.
There are many methods of collecting primary data and the main methods include:
Questionnaires
Interviews
Observation
Case-studies
Secondary Data:
A clear benefit of using secondary data is that much of the background work needed has
been already been carried out, for example: literature reviews, case studies might have
been carried out, published texts and statistic could have been already used elsewhere,
media promotion and personal contacts have also been utilized.
CHAPTER NO. 4
DATA PRESENTATION,
ANALYSIS AND
INTERPRETATION
1.
Yes
No
Total
Table no.4.1
178
72
250
G RAPH NO.4.1
Interpretation: Majority of the respondents visited were using Canon printers. The
sample respondents were the customers of past 2 year of United Peripheral, Canons
product distributor in DEHRADUN. This shows that the majority of the respondents use
Canon printers.
0-6months
6-12 months
1-2 year
More than 2
30
56
60
32
years
Interpretation: 52% of the respondents were using the printer for more than a year. And
48%
were newly added in last 1 year. So the respondents had a good experience with
the printer and can give their feedback about their satisfaction.
133
45
Total
178
Interpretation: Most of the cyber cafes and Xerox centers have more than 1 printer.
Because they have more printing load , so there is a need for multiple printers .This saves
customers time and long waiting ques. To meet the demand they use multiple printers, it
may be of Canon or any other company.
18
53
22
5
30
5
133
Table No.4.4
Graph No.4.4
Interpretation: From the graph we can see that the other printer used by respondent was
HP printer. HP is the most challenging competitor followed by Epson and Samsung.
These other printers includes All in one as well as inkjet and laser printers.
35
64
56
23
178
Table No.4.5
Interpretation: 56% of the respondents rated Canon printer good in comparison with the
other printers which they were using. This shows that Canon printers have edge over
other printers which the respondent is using
13% found it to be inferior to their other printer.
6. Number of Prints
Less than 10
10-20
20-50
50-100
More than 100
TOTAL
18
27
43
75
15
178
10%
15%
24%
42%
9%
100%
Interpretation: The graph shows that 51% of the respondents have printing load more
than 50 pages per day. This is a sizable amount of print load, so they have to use more
than one printer.
Graph No.4.7
Interpretation: The most important aspect while buying a printer is its price and quality.
So mostly all the respondents have given most importance to price, quality and
maintenance cost.
Technology and availability of the printers had a mixed response but majority were neutral
to the importance of it. But after sales services accounted for important attribute to look
for while buying a printer. Company name also had an influence in decision of the
respondents.
While the printing speed of the printer did not had much of importance given to by the
respondents.
Quality
Technological
152
85%
Excellence
After Sales
118
66%
132
56
84
67
74%
31%
47%
38%
services
Easy to use
Printing speed
Anti Jam
139
90
89
63
78%
51%
50%
35%
price
Usage
Maintenance cost
Availiability
Interpretation: Above graph shows that the nearly all the respondents have given
importance to quality aspect of Canon printer while buying. Also Canon is known for its
onsite service so respondents have rated after sales service as second most important
aspect. Technological excellence of Canon printers have given them the share of priority
among the respondents. Price of the printer and the maintenance cost are also the other
aspects which have importance than other aspects.
9. Satisfaction level of Customers
Interpretation: Customer are Satisfied with the price of the printer, but also many
respondents are neutral as well as dissatisfied, this is because of the low prices of
Samsung and Epson printers.
Most of the respondents were satisfied and highly satisfied with the quality of printer.
This again authenticates that the quality of Canon printers is best.
The
dissatisfying aspect was the Maintenance cost,
Yes
49
respondents were highly dissatisfied and
No
129
dissatisfied
with the consumable cost of Canon printers.
Regarding the availability and ease of using the printer respondents gave a mixed
response and were satisfied with it.
10. Respondents who had a problem with the printer.
Interpretation: Among all the respondents 28% of them had some functional problem
with their printer. Most of the respondents were using a printer more than 6 months. So
this shows that the problems do occur with the printer after using it for a period of time.
36
13
Interpretation: 69% of the respondents have informed to the service center about their
problem. Still this figure is small because respondents have tried to sort out their problem
through other sources available in the market.
Yes
26
No
10
TOTAL 36
Interpretation: 28% of the respondents did not get the onsite service. This is a sizable
portion of the respondents. This is one of the major issues which needs to be worked out
and improved upon. And is also one of the major region of dissatisfaction.
Yes
No
TOTAL
41
8
49
Interpretation: Above graph shows that customers got a solution to their problem
irrespective of their source of repairing.
3
46
49
Interpretation: 3 respondents reported that the problem resurfaced after some time. So
we can say that the break down period is less.
15. Respondents who said other problem occurred after the service.
Yes
No
TOTAL
3
46
49
Interpretation: The response given indicate that still after the service problems occur.
Either the same problem occurs or the new problem takes place. These problems should
not occur. This shows that After sales service is not up to the mark.
Highly
dissatisfied
dissatisfied
Neutral
Satisfied
Delighted
TOTAL
10
9
14
1
36
Interpretation: Graph clearly shows that the respondents who had a problem and
approached service center for it, are dissatisfied with the service received. 14 were
satisfied and one was delighted. But the neutral, dissatisfied and highly dissatisfied part is
a major one, so it is a area of concern for Canon. And needs to be worked on.
Yes
102
No
76
TOTAL 178
Interpretation: 57% Respondents said they will buy the printer again ,but remaining were
not willing to buy the same. It may be because of after sales received were not upto their
expectation, and the high consumable costs.
Yes
105
No
73
TOTAL 178
Interpretation: 41% have responded that they will not tell others to buy the same printer.
This shows that those who are using the Canon printers are not confident enough to tell
others to buy. This is because of the high cost of consumables. Maintenance cost tends to
go a higher scale for Canon printers.
CHAPTER NO. 5
FINDINGS, SUGGESTIONS
& CONCLUSION
Customer who are using Canon printers are totally satisfied with the Quality of the
product. On product front Canon printers are excellent, and many respondents have
Customers buy Canon printers because of its quality, after sales services, technology
so the customers have preferred the same aspects where Canon have its strength.
Considering the Technological aspect, Canon printers have Tier-I technology, they
have the edge of technology over other competitors. They are the technology
innovators. But this fact of superior technology is not communicated to the customer
5.2 Suggestions:
Problem:
Lack of customer awareness
Customers should be made aware about the technological aspects of Canon
printers.
educated on the product front and should be made aware of each and aspects
which needs to be communicated to the customers. There is a need to arrange
more campaigns like Print City to educate the dealers about the technicality and
make them thorough with the product.
Problem:
High running cost.
Problem:
After sale services
The services provided by the service center does not meet the expectations of the
customers. So to improve it company should make their product partners United
Peripherals and consumable partners Lynxsis computers to supervise the
working of service center. Company should give the ownership of service center
to some sources and supervise the proceedings.
Conclusion:
The study of customer satisfaction gave areas where the company lacked and was not
to the expectations of the customers. This surely would help the company to identify
the pitfalls and to improve in the future.
The purpose of conducting the survey was to self identify the loopholes. This purpose
was served with the study. The findings were satisfactory and helped o conclude the
problem.
After sales service of the company was found to be feeble. This was a reason for the
dissatisfaction of the customers.
CHAPTER NO. 6
Annexure
QUESTIONNAIRE
Dear Sir / Madam
I
am
Vimal
Bhatt,
student
of
Final
year
MBA
at
report
on
CUSTOMER
SATISFACTION
TOWARDS
CANNON
yours sincerely,
VIMAL BHATT
1.
Name:
____________________________________________
2.
Address:
____________________________________________
____________________________________________
Contact No.
3.
_________________________________
b) 10-15
b) 15-20
d) 20 and above
Sex
a) Male
4.
b) Female
Marital status
a) Married
b) Unmarried
5.
Occupation: _______________________________________________
6.
b) 5000-10000
c) 10000-20000
7.
8.
9.
d) No
b) 6-12 months
C) 1 to 2 years
10.
b) No
b) No
11.
12.
13.
14.
b) Equivalent
c) Good
d) Not good
b) 5-100
c) 20-50
b) Usage
c) Price
d) Maintenance
15.
16.
b) No
b) No
17.
18.
b) No
b) No
19.
20.
b) No
b) No
21.
b) No
b) Satisfied
c) Neutral
22.
23.
d) Delighted
b) No
Date:
Place:
Signature
CHAPTER NO. 7
BIBLIOGRAPHY
BIBLIOGRAPHY:
Books and Journals referred:
1 . Marketing Management by Philip Kotler.
2. Research Methodology by R.M Kothari
Websites referred:
www.canon.in
www.google.com
59
www.wikipedia.com
60