Professional Documents
Culture Documents
Project Report
On
SUBMITTED TO
PROF. SMITA M. GAIKWAD
N.S.R.PRASANTH (FPB1517/048)
D.AISHWARIYA (FPB1517/060)
D.RAM CHARAN (FPB1517/080)
B.NAGA SAI (FPB1517/040)
K.MANASA (FPB1517/079)
A. PHANEENDRA (FPB1517/104)
SURAJIT.B (FPB1517/012)
GROUP-5
SECTION-B
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TABLE OF CONTENTS:
S.NO
CONTENTS
PAGE NO
1.
Executive summary
2.
Industry profile
4-5
3.
Company profile
4.
Company Background
5.
Problem statement
6.
Review of literature
10-11
7.
Research Methodology
12-14
8.
Data Analysis
15-29
9.
Findings
30
10.
Suggestions
31
11.
Conclusions
32
12.
Annexures
13.
Bibliography
7-8
33-38
39
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INDUSTRY PROFILE:
The automotive industry is a wide range of companies and organizations involved in the design,
development, manufacturing, marketing, and selling of motor vehicles. It is one of the world's most
important economic sectors by revenue. The automotive industry does not include industries
dedicated to the maintenance of automobiles following delivery to the end-user, such as automobile
repair shops and motor fuel filling stations. The automotive industry began in the 1890s with
hundreds of manufacturers that pioneered the horseless carriage. For many decades, the United
States led the world in total automobile production. In 1929 before the Great Depression, the world
had 32,028,500 automobiles in use, and the U.S. automobile industry produced over 90% of them.
At that time the U.S. had one car per 4.87 persons. After World War II, the U.S. produced about 75
percent of world's auto production. In 1980, the U.S. was overtaken by Japan and became world's
leader again in 1994. In 2006, Japan narrowly passed the U.S. in production and held this rank until
2009, when China took the top spot with 13.8 million units. With 19.3 million units manufactured
in 2012, China almost doubled the U.S. production, with 10.3 million units, while Japan was in
third place with 9.9 million units. From 1970 (140 models) over 1998 (260 models) to 2012 (684
models), the number of automobile models in the U.S. has grown exponentially.
Source: Wikipedia
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Source: Wikinvest/images
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VISION:
Delight our customers through innovative products, by utilizing advanced technologies and
services.
Ensure growth to become a major player in the Indian auto industry and contribute to the
Indian economy by involving all stakeholders.
Become the most admired and respected company in India by following the Toyota Way.
Be a core company in global Toyota operations.
MISSION:
Company background:
Name
Logo
Industries served
: Automotive
: Worldwide
Headquarters
: Japan
Current CEO
: Akio Toyoda
Main competitors
.
Employees
: 3, 33,500 (2015)
Profit
P a g e 7 | 39
Toyota Etios
Toyota Innova
Toyota Fortuner
Toyota Camry
Toyota prius
Problem Statement:
Title of the project is Customer satisfaction on Toyota Company.
The automobile industry today is the most profitable industry in the economy. A car is one of the
most significant purchases that an Indian household makes. It is true fact that if you are satisfied,
you recommend your car to others, here word of mouth and customer satisfaction plays a crucial
role in determining the market perception about an automobile. So it is very important for car
manufacturers to measure the willingness of existing customers to recommend it to others.
The factors under consideration that influence the buying decision of a consumer would be:
Price
Safety standard
Warranty scheme
Finance facility
P a g e 9 | 39
REVIEW OF LITERATURE:
1. Customer satisfaction by Fleming and Asplund, 2007
Build strong customer connections produce enhanced financial benefits,
a more complete
2. Magi, 2008
Satisfaction does have a modest effect on primary store customer share, as predicted; this
effect is moderated by shopper characteristics. Specifically, satisfaction is clearly a more
important determinant of customer share for consumers with a low economic orientation than
for consumers with a high economic orientation
3. Chikwe, 2009
Turnover rate can
and lose employees
be
briefly described
as
how
fast
the
employers
recruit
behavior, e.g. car use, waste sorting, minimization and recycling practices, have
been conducted. However, few studies evaluated consumer acceptance of the PSS concept
a consumption based on non-ownership of physical products, see, for example, studies on car
sharing schemes
5. Parasuram 2002
A great variety of methods and frameworks for understanding and evaluating consumer
acceptance and satisfaction are used in different disciplines. The study has discussed the
following frameworks: Kano model of customer satisfaction, the Innovation diffusion of
Rogers, the service quality model of Grnsroos, and SERVQUAL model.
P a g e 10 | 39
8. Hollins 2007
Not understanding customer requirements is the main cause of service failure
9. Singh. S (2008)
Empirically studies the customer services of Toyota in terms of level of customer service and
satisfaction determined by brand, location, design, variety of services rates and changes,
systems procedures etc. The study concludes that staff behavior is very polite and services are
provided even in the late hours
P a g e 11 | 39
RESEARCH METHOLOGY:
Title:
Customer Satisfaction of TOYOTA.
Objective:
1. To examine the satisfaction of customers who are using TOYOTA cars.
2. To analyze whether customers are satisfied by the service after sales of TOYOTA
Company.
Hypothesis:
1.
H0 - Customers are not satisfied by the service after sales of TOYOTA Company.
H1 - Customers are satisfied by the service after sales of TOYOTA Company.
2.
Data collection:
Data collection is the process of gathering and measuring information on targeted variables in an
established systematic fashion, which then enables one to answer relevant questions and evaluate
outcomes. The data collection component of research is common to all fields of study including
physical and social sciences, humanities and business. While methods vary by discipline, the
emphasis on ensuring accurate and honest collection remains the same. The goal for all data
collection is to capture quality evidence that then translates to rich data analysis and allows the
building of a convincing and credible answer to questions that have been posed.
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A formal data collection process is necessary as it ensures that data gathered are both defined and
accurate and that subsequent decisions based on arguments embodied in the findings are valid. The
process provides both a baseline from which to measure and in certain cases a target on what to
improve.
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Limitation of study:
The limitations of the study are those characteristics of design or methodology that impacted or
influenced the interpretation of the findings from your research. They are the constraints on
generalizability, applications to practice, and/or utility of findings that are the result of the ways in
which you initially chose to design the study and/or the method used to establish internal and external
validity. Our research limited in Hyderabad, Madhya Pradesh, Bangalore.
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Question-1:
What is your age profile?
Table-1:
AGE
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
20-30
37
74.0
74.0
74.0
30-40
16.0
16.0
90.0
40-50
8.0
8.0
98.0
50>
2.0
2.0
100.0
Total
50
100.0
100.0
Source: Questionnaire
AGE
AGE
37
8
4
1
20-30
30-40
40-50
50>
INTERPRETATION: In the above table there are 74% in 20-30 years age group, 16% in 30-40
year age group, 4% in 40-50 age group and 2% in above 50 age group.
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Question -2:
What is your annual income?
Table-2:
INCOME
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
3-5
24
48.0
48.0
48.0
5-7
18.0
18.0
66.0
7-9
10.0
10.0
76.0
9>
12
24.0
24.0
100.0
Total
50
100.0
100.0
Source: Questionnaire
30
25
20
15
10
5
0
3-5 LAKHS
5-7 LAKHS
7-9LAKHS
9> LAKHS
INCOME
INTERPRETATION: In the above table there are 48% incomes under 3-5 lakhs, 18% income
comes under 5-7lakhs, 10% income comes under 7-9lakhs and 24% above 9lakhs.
P a g e 16 | 39
Frequency
Percent
Valid Percent
Percent
COMFORT
18
36.0
36.0
36.0
MILEAGE
18.0
18.0
54.0
PERFORMANCE
14
28.0
28.0
82.0
STYLE
18.0
18.0
100.0
Total
50
100.0
100.0
SOURCE: Questionnaire
Like
Like
20
15
10
0
Comfort
Mileage
Performance
Style
INTERPRETATION: Out of 50 people 19 people likes comfort 14 people likes performance and
9 people likes mileage and style.
P a g e 17 | 39
QUESTION: 4
Reason for choosing TOYOTA car?
Table-4:
REASON
Cumulative
Particulars
Frequency Percent
BRAND IMAGE
23
46.0
46.0
46.0
FRIENDS ADVICE 15
30.0
30.0
76.0
ADVERTISEMENT 3
6.0
6.0
82.0
OTHER MEANS
18.0
18.0
100.0
Total
50
100.0
100.0
Source: Questionnaire
Brand image
Friends advice
Advertisement
other sources
INTERPRETATION: Out of 50 people 23 people choose because of brand image 15 people choose
based on friends advice 3 people choose by seeing advertisement and 9 people choose based up on
other sources.
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Question-5:
How often do you use your car?
Table-5:
USE
Frequency
Percent
Valid Percent
Cumulative
Percent
DAILY
28
56.0
56.0
56.0
ONCE IN A WEEK
16
32.0
32.0
88.0
ONCE IN A MONTH
4.0
4.0
92.0
RARELY
8.0
8.0
100.0
Total
50
100.0
100.0
Source: Questionnaire
USE
30
28
25
20
16
15
10
4
0
DAILY
ONCE IN A WEEK
ONCE IN A MONTH
RARELY
Frequency
Interpretation: From the above table we can interpret that 56% of respondents use the car daily
whereas 32% of respondents use the car once in a week and 8% of respondents rarely and 4% of
respondents use once in a month.
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Question-6:
Did you ever feel bad about your decision of buying your car?
Table-6:
Decision
Frequency
Percent
Valid Percent
Cumulative
Percent
YES
4.0
2.0
2.0
NO
48
96.0
96.0
98.0
TOTAL
50
100.0
100.0
100.0
Source: Questionnaire
DECISION
60
50
40
30
20
10
0
YES
NO
TOTAL
FREQUENCY
Interpretation: From the above table we can interpret that 4% of respondents felt bad in buying
the car whereas 96% of respondents doesnt felt bad in buying the car.
P a g e 20 | 39
Question-7:
How does your car perform?
Table-7:
PERFORMANCE
Cumulative
Percent
EXTREMELY
WELL
13
26.0
26.0
26.0
VERY WELL
35
70.0
70.0
96.0
4.0
4.0
100.0
50
100.0
100.0
NOT SO WELL
Total
Source: Questionnaire
PERFORMANCE
60
50
50
40
35
30
20
13
10
0
EXTREMELY WELL
VERY WELL
NOT SO WELL
Frequency
Interpretation: From the above table we can interpret that performance is very well for 70% of
respondents whereas 26% of respondents felt that performance is extremely well and 4% of
respondents are not so well with the performance of car.
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Question: 8
When do you feel the enjoyment in riding your car?
Table -8:
ENJOYMENT
Cumulative
Particulars
Frequency
EVERY RIDE
Percent
Valid Percent
Percent
18.0
18.0
18.0
IN CITIES
10
20.0
20.0
38.0
AT HIGHWAYS
30
60.0
60.0
98.0
2.0
2.0
100.0
50
100.0
100.0
OFF ROAD
Total
SOURCE: Questionnaire
Enjoyment
every ride
in cities
at highways
off road
Question: 9
Overall how satisfied are you with your car?
Table-9:
SATISFACTION
Cumulative
Particulars
Frequency
Percent
DELIGHTED
12
24.0
24.0
24.0
VERYMUCH SATISFIED
31
62.0
62.0
86.0
SOMEWHAT SATISFIED
14.0
14.0
100.0
Total
50
100.0
100.0
SOURCE: Questionnaire
Satisfaction
delighted
INTERPRETATION: Out of 50 people 31 people were highly satisfied 12 people were delighted
and 7 people were somewhat satisfied.
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Table-10:
RECOMMEND
Cumulative
particulars
Frequency
DEFINITELY
32
64.0
64.0
64.0
SOMETIMES
17
34.0
34.0
98.0
NO
2.0
2.0
100.0
Total
50
100.0
100.0
SOURCE: Questionnaire
Recommend
35
30
25
20
15
10
5
0
Definitely
Sometimes
Frequency
No
Column1
P a g e 24 | 39
Question-11
Based on your awareness, how would you compare the car with other brands?
Table-11:
Comparision
Cumulative
Frequency
Percent
Valid Percent
Percent
EXCELLENT
16.0
16.0
16.0
VERYGOOD
25
50.0
50.0
66.0
GOOD
17
34.0
34.0
100.0
Total
50
100.0
100.0
Source: Questionnaire
COMPARISION
FREQYENCY
30
25
25
20
17
15
10
5
0
EXCELLENT
VERYGOOD
GOOD
INTERPRETATION: From the above table we can interpret that 50% of respondents felt that their
car is very good whereas 34% of respondents felt that their car is good and 16% of respondents felt
that their car is excellent when compared to other brand cars.
P a g e 25 | 39
Question-12:
How satisfied are you with the services of TOYOTA?
Table-12:
Services
Frequency
Percent
Valid Percent
Cumulative
Percent
VERYMUCH SATISFIED
12
24.0
24.0
24.0
SATISFIED
34
68.0
68.0
92.0
NEUTRAL
8.0
8.0
100.0
50
100.0
100.0
Total
Source: Questionnaire
Services
40
30
20
10
0
VERY MUCH SATISFIED
SATISFIED
FREQUENCY
NEUTRAL
Interpretation: From the above table we can interpret that 68% of respondents are satisfied with
services of Toyota whereas 24% of respondents are very much satisfied and 4% are neutral with the
services of Toyota.
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Question-13:
In how many days do you get your car serviced after giving it in the servicing center?
Table-13:
DURATION
Frequency
Percent
Valid Percent
Cumulative
Percent
30
60.0
60.0
60.0
14
28.0
28.0
88.0
10.0
10.0
98.0
MORETHAN 7
2.0
2.0
100.0
50
100.0
100.0
Total
Source: Questionnaire
DURATION
35
30
25
20
15
10
5
0
2
>7
FREQUENCY
Interpretation: From the above table we can interpret that 60% of respondents says that it takes
2days to get car serviced whereas 28% of respondents says that it takes 4days to get car services
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Question -14:
Overall how will you rate the TOYOTA Company? (Out of 5)
Table-
14:
RATING
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
16.0
16.0
16.0
32
64.0
64.0
80.0
10
20.0
20.0
100.0
Total
50
100.0
100.0
Source: Questionnaire
RATING
35
NO.OF PEOPLE
30
25
20
15
10
5
0
5
RATING
INTERPRETATION: Out of 50 people 32 people rated with 4 and 10 people with 3 and 8 people
rated 5 on 5 where the satisfaction is more. Therefore customers are satisfied with the services.
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Question-15:
Suggest any improvements that should be done in the cars and for services provided By
TOYOTA Company?
One of the problem that hinders have the excessive marketing of Toyota products would be
the high cost. I am familiar with the use of Innova and corolla. I havent had any complaints
with them.
They should work on the interior design through the seating comfort is good there can be
improvements/modifications done in the interior decorations.
With quality improvements in the mid-range variants and services for vehicle.
Improve style.
To improve the safety features by increasing the gauge of the sheet metal used.
Could have better mileage on Indian roads and better resale value, which is important in
Indian these roads.
The boot space to be increased and modular option can be given to long distance travelers.
Improve style and looks and to improve more sporty looking models.
If car moves more than 120 KMPH, its not performing smoothly. So better reduce that
problem.
The service which is provided by company should be extended for at least 2years.
Cost of cars to be reduced so that even middle class people also can afford.
Source: Questionnaire
INTERPRETATION: customers are well satisfied with services and the mileage and model
of the products need to be change.
P a g e 29 | 39
FINDINGS
1. Survey says that maximum number of respondents are between the age group of 20-30 years
i.e.74%.
2. Respondents are more whose annual income is in-between 3-5 lakhs i.e. 48%.
3. Customers like the car for comfort and its performance.36% of respondents like for its
comfort whereas 28% of respondents for its performance.
4. Most of the respondents prefer this car for its brand image i.e. 46% whereas 30% of the
respondents prefer by friends advice.
5. From the survey, 56% of respondents use the car daily whereas 32% of respondents use the
car once in a week.
6. 96% of respondents felt good about their decision of buying the car where as 4% of them
felt bad for buying the car.
7. Performance of car is very well but not extremely well. 70% of customers says very well
where as 26% of them says extremely well.
8. 60% of respondents enjoy riding the car at highways whereas 20% in cities and 18% of
respondents in every ride.
9. 62% of respondents are very much satisfied with car whereas 24% of respondents are
delighted about the car.
10.Through the experience, most of respondents definitely recommend the car to their friends
i.e. 64% and 34% of them recommend the car at some point of time.
11.Through the awareness of respondents 50% of them says very good by comparing with other
brands and 34% of them says well about the brand.
12.68% of respondents are satisfied with services of Toyota whereas 24% of respondents are
very much satisfied with services provided by Toyota.
13.Duration of car serviced was 2-4days but not more than 7days. From the survey 60% of
respondents says that the car would be serviced within 2days and 28% of them says 4days.
14.64% of respondents has given the rating 4 out of 5 whereas 20% of them has given the
rating 3 out of 5.
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SUGGESTIONS/RECOMMENDATIONS:
One of the problem that hinders have the excessive marketing of Toyota products would be
the high cost. I am familiar with the use of Innova and corolla. I havent had any complaints
with them.
They should work on the interior design through the seating comfort is good there can be
improvements/modifications done in the interior decorations.
With quality improvements in the mid-range variants and services for vehicle.
Improve style.
To improve the safety features by increasing the gauge of the sheet metal used.
Could have better mileage on Indian roads and better resale value, which is important in
Indian these roads.
The boot space to be increased and modular option can be given to long distance travelers.
Improve style and looks and to improve more sporty looking models.
Performance is better.
CONCLUSIONS:
The purpose of this research was to find out:
a) The customer satisfaction of customers using Toyota Company Cars.
b) The customer satisfaction of the services provided by the Toyota Company.
In order to achieve this objective, there was a survey conducted with a sample size of 50 customers
and their views were analyzed. Finally the when the framework of the research was established and
all necessary data was collected we got a sufficient that for our analysis. This analysis gave us all
information that was required in order to answer the research problem. All the conclusion from this
research are provided below.
The result of the research gave us a clear view on the level of satisfaction the Toyota Company
provided to this customers. It provides the necessary needs of the customers and also provides good
services. Statistical measure (i.e. Chi square) used further quantifies our findings and suggests that
the customers are very much satisfied with the cars as well as the after sales services provided by the
Toyota Company. This survey also points out the customer behavior i.e. they enjoy the ride of the
car in highways. It also gives the reviews of the customer to the Company for their future
development.
In conclusion our alternative hypothesis (H1) stands true. Customers are satisfied with the after sales
services provided by the company.
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ANNEXURES
ANNEXURE- 1
QUESTIONNAIRE
Customer satisfaction on TOYOTA Company:
Note: We the students from IBA College (Bangalore), here by assure you that this
questionnaire
Phone Number:
B) 30-40 Years
C) 40-50 Years
B) 5-7 lakhs
C) 7-9 lakhs
D) Above 9 lakhs
B) Mileage
C) Performance
D) Style
B) Friends advice
C) Advertisement
D) Other sources
B) Once in a week
C) Once in a month
D) Rarely
P a g e 33 | 39
B) No
B) In Cities
C) At Highways
D) Off road
C) Somewhat Satisfied
10) Based on your experience with your car, would you recommend this car to your
A) Definitely
B) Sometimes
friends?
C) No
11) Based on your awareness, how would you compare the car with other brands?
A) Excellent
B) Very Good
C) Good
D) Bad
B) Satisfied
C) Neutral
P a g e 34 | 39
B) 4 days
C) 7 days
14) Overall how will you rate the TOYOTA Company (least is 1 and highest is 5)?
A) 5
B) 4
C) 3
D) 2
E) 1
15) Suggest any improvements that should be done in the cars and for services provided
By TOYOTA Company?
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ANNEXURE- 2
MASTER CODING SHEET
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WWW.EBSCOHOST.COM
WWW.WIKIPEDIA.COM
WWW.TOYOTABHARAT.COM
WWW.QIMACROS.COM
WWW.DIGITALSCHOLARSHIP.UNIV .EDU
WWW.IME.CALYPOLY.EDU
WWW.SLIDESHARE.NET
WWW.CARWALE.COM
WWW.NISTADS.RES.IN
https://www.researchgate.net/publication/252184772_Customer_satisfaction_review_of_liter
ature_and_application_to_the_product-service_systems
https://www.aist-riss.jp/old/lca/ci/activity/project/sc/report/030319_document/S2-1Mont.pdf
https://www.researchgate.net/publication/285630170_Utilitarian_and_Hedonic_Values_Affe
ct_Brand_Switching_Consumer_Satisfaction_as_Moderator
http://www.seiofbluemountain.com/upload/product/200911/2009scyxhy08a3.pdf
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