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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM68257
Volume:
10 |
10 |
Oct 2026
Pages:
1-8
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
SCHOOLS OF MANAGEMENT STUDIES
VELS INSTITUTE OF SCIENCE TECHNOLOGY AND ADVANCED STUDIES
SCHOOLS OF MANAGEMENT STUDIES
VELS INSTITUTE OF SCIENCE TECHNOLOGY AND ADVANCED STUDIES
Customer satisfaction helps a business keep its customers and build long-term relationships. In industrial printing, machines must work properly because delays can affect daily work. After-sales service is also an important part of the product. This study examines customer satisfaction with Hitachi inkjet printers and the after-sales services provided by Square Tech, an authorised dealer in Chennai. A descriptive research design was used. Primary data were collected from 100 customers through a structured questionnaire using convenience sampling. Secondary data were collected from books, journals, websites and company information. The responses were analysed using percentage analysis and Spearman rank correlation. The results showed mixed satisfaction. Overall, 37% of respondents were satisfied or highly satisfied with Square Tech, 23% were neutral and 40% were dissatisfied or highly dissatisfied. The highest dissatisfaction was for ink quality (45%), printer quality (45%) and technical support (44%). Also, 43% said spare parts were rarely or never available when needed. Spearman correlation showed no statistically significant relationship between any measured product or service factor and overall satisfaction (ρ = –0.158 to 0.146, p > 0.05). Square Tech can improve customer satisfaction by improving printer and ink quality, technical support, spare-parts availability and service response. The company should also review service charges and collect customer feedback regularly.
KEYWORDS
This study, titled “A Study on Customer Satisfaction towards Hitachi Inkjet Printers and After-Sales Services with respect to Square Tech, Chennai”, examined customer satisfaction with the printers and the company’s after-sales service. Primary data were collected from 100 customers using a structured questionnaire. The answers were analysed using percentage analysis and Spearman rank correlation. The study found that customer satisfaction was mixed. For many product and service factors, positive and negative views were close. The highest dissatisfaction was for printer quality, ink quality and technical support. Spare-parts availability, service response and service charges also need attention. None of the measured factors had a statistically significant relationship with overall satisfaction. Square Tech can improve customer satisfaction by improving printer and ink quality, strengthening technical support, keeping spare parts available, making installation and response times more consistent, explaining service charges clearly and collecting customer feedback regularly. These steps may help the company build stronger customer relationships.
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Publication Date
10/23/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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