Enhancing customer service quality at Fuji Paper Manufacturing and Trading Co., Ltd
Published: August 4, 2026
Abstract
Amid rapid expansion during the 2023–2025 period, Fuji Paper Manufacturing and Trading Co., Ltd. implemented a project aimed at enhancing customer service quality within its B2B business model. This study investigates customer service quality at Fuji Paper based on a survey of 300 corporate clients, with data analyzed using SPSS. The results indicate that assurance, empathy, trust, and tangible factors have a positive and significant impact on perceived service quality. Overall, Fuji Paper’s service performance is evaluated favorably; however, it has not yet fully met customer expectations. The findings provide an empirical basis for identifying areas for improvement to enhance customer experience and reinforce the company’s competitive position.
Keywords
customer service qualitycustomer satisfactionFuji Paper Manufacturing and Trading Co.Ltd
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