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According to the study, the role of different sales channels through which a customer buys a copying machine can control the customers’ choice thereby having a dramatic effect on their satisfaction levels. Contrary to the buyers purchasing from the multiple brand dealers, the consumers buying from single brand dealers enjoy greater levels of satisfaction according to the report.

Talking about Panasonic copier service, 65% of respondents report to have needed necessary services for their copiers. Some of these repairs fall under the category of scheduled maintenance while other accounts for the repairs required keeping the copier running. This has certainly added to the importance of the service factor and enabled it to emerge as one of the principal aspects in deciding on the customers’ satisfaction which in turn dictates the direction of further sales.