بررسي رضايت مشتري از كيفيت خدمات پس از فروش مورد مطالعه : شركت زيراكس در استان اصفهان

After Sale Consumer Services:A Case Study of Xerox Company in Isfahan Province

The high quality after sale services play a crucial role in maintaining the market share and promoting the volume of sale and attraction of new customers. To provide such services taking due account of the taste of consumers and living up with their expectations are of outmost importance. In this paper the degree of satisfaction of customers from the post sale services rendered by Xerox Company in Isfahan province is verified and for this purpose while utilizing questionnaire, the simple random sampling technique is employed. The results demonstrate that the equality of technical services rendered, the costs endured by consumers for receiving such services and the behavior of manpower in charge of providing such services, are satisfactory to the customers and are in line with their expectations. However the degree of satisfaction is uneven among those three categories of services. In other words, the satisfaction from the quality of technical services and behavior and conduct of the personnel is higher than the costs for receiving of services.