study on customer satisfaction with reference to ravindu toyota

A STUDY ON CUSTOMER SATISFACTION WITH

SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENTS OF

BACHELOR OF ADMINISTRATION DEGREE COURSE OF

UNDER THE GUIDANCE OF

MARATHAHALLI BANGALORE 560103


REFERENCE TO

RAVINDU TOYOTA



BANGALORE UNIVERSITY

BY

TARUN.B.A

REG.NO. (15VFC26121)


ASST PROF. RAJKUMARI

2017-2018

NEW HORIZON COLLEGE






STUDENT DECLARATION

I hereby declare that the project entitled “A STUDY ON CUSTOMER

SATISFACTION OF RAVINDU TOYOTA” was prepared by me

during the year 2017-18 and was submitted in partial fulfillment of the

requirement for the award of the degree of Bachelor of Business

Management, Bangalore University.

I also declare that this project report is original and genuine and has not

been submitted to any other University for the award of any degree,

diploma or other similar titles or purposes.

DATE: TARUN.B.A

PLACE: BANGALORE 15VFC26121

G

This is to certify that the project report enti

CUSTOMER SATISFACTION TOWARDS RAVINDU TOYOTA”

submitted by TARUN.B.A

Degree in Business Management is an outcome of genuine research

work carried under my guidance and it has not been submitted for the

award of any other degree, diploma or prize.

Date:

Place: BANGALORE

GUIDE CERTIFICATE

This is to certify that the project report entitled “


TARUN.B.A to Bangalore University for the award of




Date: SIGNATURE

Place: BANGALORE Mrs. RAJKUMARI

tled “A STUDY ON


to Bangalore University for the award of



SIGNATURE

Mrs. RAJKUMARI

PRINCIPAL

This is to certify that TARUN.B.A

The project work ent

SATISFACTION TOWARDS RAVINDU TOYOTA

work carried out by TARUN

requirements for the award of degree in Business Management of

Bangalore University during the year 2017

Date:

Place: BANGALORE

PRINCIPAL CERTIFICATE

TARUN.B.A is a bona fide student of this college.

The project work entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS RAVINDU TOYOTA

work carried out by TARUN.B.A in partial fulfillment of the


University during the year 2017-2018.

: SIGNATURE

Place: BANGALORE Mr. Dr. R. BOD

is a bona fide student of this college.

A STUDY ON CUSTOMER

SATISFACTION TOWARDS RAVINDU TOYOTA ” is a bona fide

.B.A in partial fulfillment of the


SIGNATURE

Mr. Dr. R. BODHISATVAN

This is to certify that TARUN.B.A

Business Management

CUSTOMER SATISFACTION

is a bona fide work carried out by

the requirements for the award of degree in Business Management of

Bangalore University during the year 2017

corrections/suggestions have been incorporated in the project report and

a copy is deposited in the department library. This project work has been

approved as it satisfies the academic requirements for the award of

Bachelor of Business Management Degree.

Date:

Place: BANGALORE

HOD CERTIFICATE

TARUN.B.A is a bona fide student of Bachelor of

Business Management. The project work entitled “

CUSTOMER SATISFACTION TOWARDS RAVINDU TOYOTA

na fide work carried out by TARUN.B.A in partial fulfillment of


University during the year 2017-2018. It is certified that all

ons have been incorporated in the project report and




SIGNATURE

Mrs. SOWMYA.J

ona fide student of Bachelor of

itled “A STUDY ON

TOWARDS RAVINDU TOYOTA ”

in partial fulfillment of


It is certified that all

ons have been incorporated in the project report and



SIGNATURE

Mrs. SOWMYA.J

ACKNOWLDEGEMENT

I would like to express my deep gratitude to the principal of New

Horizon College Mr.Dr. R. Bodisatvan, for giving me an opportunity to

do this project and thereby in the process.

I would also like to thank Mrs. Sowmya.J (H.O.D – Management

studies) for the support and understanding giving to me during my

project.

I would also like to extend my appreciation to Mrs. Rajkumari for her

guidance and support given to me throughout my project.

Last but not least, I would like to thank all those for their support

without which this project would not be possible.

CHAPTER

NO.

CONTENTS PAGE

NO.

1 INTRODUCTION 1-11

2 INDUSTRY AND COMPANY

PROFILE

12-28

3 RESEARCH DESIGN 29-32

4 ANALYSIS AND

INTREPRETATION

33-47

5 FINDING AND SUGGESTIONS 48-50

6 BIBLIOGRAPHY 51

ANNEXURE 52-55

GRAPH

NUMBER

CONTENT PAGE

NUMBER

1 RESPONDENTOCCUPATION 33

2 BRAND OF CAR 34

3 FACTOR INFLUENCING

PURCHASE

35

4 DECISION OF PURCHASING

CAR

36

5 COMPANY RESPONSE 37

6 TRANSMISSION OF THE CAR 38

7 EXPERIENCE AT

SHOWROOM

39

8 PRICE OF THE CAR 40

9 COLOR OF THE CAR 41

10 TEST DRIVE OF THE CAR 42

11 VERSION OF CAR 43

12 SERVICE OF THE CAR 44

13 FAVOURITE CAR OF TOYOTA 45

14 NEXT CAR FROM TOYOTA 46

15 SUGGESTION TO TOYOTA 47

EXECUTIVE SUMMARY

This assignment provides a detailed company description of the giant automaker Toyota Motor Corporation (TMC) along with an in depth analysis and evaluation of their business activities. The introduction includes history as well as general knowledge about the business process of the company. Main part includes the Core Competence Value Chain Analysis and that include information about primary and support activities that help the company to maintain operations' meet customer expectations and gain competitive advantage. The last part of this report provides recommendations that may help Toyota to maintain the productivity and attract more customers. Toyota is one of the largest manufacturers of cars in the world, with scores of factories in dozens of countries. Its standing in the automotive world as the most successful and most profitable carmaker is unquestioned. In sharp contrast, Australia has one of the smallest car industries in the world and while it is one of the oldest, it has never spread its manufacturing wings across the oceans. And yet Australia has played an important role in the development of the world’s largest carmaker over a 50 year period, a length of association no other country outside Japan can match. It was Australia where today’s world car industry leader first tasted success beyond its Japanese domestic market. It was through Toyota Australia that the Japanese companylearned many lessons which have underpinned its global success, and it was Toyota Australia that achieved many breakthroughs within the group: first successful land Cruiser exports, first successful production outside Japan, first finance arm to fund dealers’ inventory and first exporter of the Camry apart from the parent company itself. It is a proud record which has earned Australia a special place in Toyota’s history. The objective of the study is to study and understand consumer satisfaction with reference Ravindu Toyota, to study and know consumer perception in relation to Ravindu Toyota, to know the factors influencing buying decision in relation to the Ravindu Toyota, to analyze & know the expectations of consumers during buying a Ravindu Toyota and to offer suggestions for the improvement based on the findings.

CHAPTER – 1

INTRODUCTION

CHAPTER – 2

INDUSTRY AND COMPANY PROFILE

CHAPTER – 3

RESEARCH DESIGN

CHAPTER – 4

ANALYSIS & INTREPRETATION

CHAPTER -5

FINDINGS AND SUGGESTIONS

CHAPTER6 BIBLIOGRAPHY

ANNEXURE


REFERENCE TO

RAVINDU TOYOTA



BANGALORE UNIVERSITY

BY

TARUN.B.A

REG.NO. (15VFC26121)


ASST PROF. RAJKUMARI

2017-2018

NEW HORIZON COLLEGE


STUDENT DECLARATION

I hereby declare that the project entitled “A STUDY ON CUSTOMER

SATISFACTION OF RAVINDU TOYOTA” was prepared by me

during the year 2017-18 and was submitted in partial fulfillment of the

requirement for the award of the degree of Bachelor of Business

Management, Bangalore University.

I also declare that this project report is original and genuine and has not

been submitted to any other University for the award of any degree,

diploma or other similar titles or purposes.

DATE: TARUN.B.A

PLACE: BANGALORE 15VFC26121

GUIDE CERTIFICATE

This is to certify that the project report entitled “A STUDY ON


submitted by TARUN.B.A to Bangalore University for the award of




Date: SIGNATURE

Place: BANGALORE Mrs. RAJKUMARI

PRINCIPAL CERTIFICATE

This is to certify that TARUN.B.A is a bona fide student of this college.

The project work entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS RAVINDU TOYOTA” is a bona fide

work carried out by TARUN.B.A in partial fulfillment of the


Bangalore University during the year 2017-2018.

Date: SIGNATURE

Place: BANGALORE Mr. Dr. R. BODHISATVAN

HOD CERTIFICATE

This is to certify that TARUN.B.A is a bona fide student of Bachelor of

Business Management. The project work entitled “A STUDY ON


is a bona fide work carried out by TARUN.B.A in partial fulfillment of


Bangalore University during the year 2017-2018. It is certified that all

corrections/suggestions have been incorporated in the project report and




Date: SIGNATURE

Place: BANGALORE Mrs. SOWMYA.J

ACKNOWLDEGEMENT

I would like to express my deep gratitude to the principal of New

Horizon College Mr. Dr. R. Bodisatvan, for giving me an opportunity to

do this project and thereby in the process.

I would also like to thank Mrs. Sowmya.J (H.O.D – Management

studies) for the support and understanding giving to me during my

project.

I would also like to extend my appreciation to Mrs. Rajkumari for her

guidance and support given to me throughout my project.

Last but not least, I would like to thank all those for their support

without which this project would not be possible.

CHAPTER

NO.

CONTENTS PAGE

NO.

1 INTRODUCTION 1-11

2 INDUSTRY AND COMPANY

PROFILE

12-28

3 RESEARCH DESIGN 29-32

4 ANALYSIS AND

INTREPRETATION

33-47

5 FINDING AND SUGGESTIONS 48-50

6 BIBLIOGRAPHY 51

ANNEXURE 52-55

GRAPH

NUMBER

CONTENT PAGE

NUMBER

1 RESPONDENT OCCUPATION 33

2 BRAND OF CAR 34

3 FACTOR INFLUENCING

PURCHASE

35

4 DECISION OF PURCHASING

CAR

36

5 COMPANY RESPONSE 37

6 TRANSMISSION OF THE CAR 38

7 EXPERIENCE AT

SHOWROOM

39

8 PRICE OF THE CAR 40

9 COLOR OF THE CAR 41

10 TEST DRIVE OF THE CAR 42

11 VERSION OF CAR 43

12 SERVICE OF THE CAR 44

13 FAVOURITE CAR OF TOYOTA 45

14 NEXT CAR FROM TOYOTA 46

15 SUGGESTION TO TOYOTA 47

EXECUTIVE SUMMARY

This assignment provides a detailed company description of the giant automaker Toyota Motor Corporation (TMC) along with an in depth analysis and evaluation of their business activities. The introduction includes history as well as general knowledge about the business process of the company. Main part includes the Core Competence Value Chain Analysis and that include information about primary and support activities that help the company to maintain operations' meet customer expectations and gain competitive advantage. The last part of this report provides recommendations that may help Toyota to maintain the productivity and attract more customers. Toyota is one of the largest manufacturers of cars in the world, with scores of factories in dozens of countries. Its standing in the automotive world as the most successful and most profitable carmaker is unquestioned. In sharp contrast, Australia has one of the smallest car industries in the world and while it is one of the oldest, it has never spread its manufacturing wings across the oceans. And yet Australia has played an important role in the development of the world’s largest carmaker over a 50 year period, a length of association no other country outside Japan can match. It was Australia where today’s world car industry leader first tasted success beyond its Japanese domestic market. It was through Toyota Australia that the Japanese company learned many lessons which have underpinned its global success, and it was Toyota Australia that achieved many breakthroughs within the group: first successful land Cruiser exports, first successful production outside Japan, first finance arm to fund dealers’ inventory and first exporter of the Camry apart from the parent company itself. It is a proud record which has earned Australia a special place in Toyota’s history. The objective of the study is to study and understand consumer satisfaction with reference Ravindu Toyota, to study and know consumer perception in relation to Ravindu Toyota, to know the factors influencing buying decision in relation to the Ravindu Toyota, to analyze & know the expectations of consumers during buying a Ravindu Toyota and to offer suggestions for the improvement based on the findings.

CHAPTER – 1

INTRODUCTION

CHAPTER – 2 INDUSTRY AND

COMPANY PROFILE

CHAPTER – 3 RESEARCH DESIGN

CHAPTER – 4

ANALYSIS & INTREPRETATION

CHAPTER -5 FINDINGS AND SUGGESTIONS

CHAPTER6 BIBLIOGRAPHY

ANNEXURE

StudyonCustomersatisfactionWithReferencetoRavinduToyota

1

INTRODUCTION TO MARKETING Definition of Marketing The term marketing has changed and evolved over a period of time, today marketing is based around providing continual benefits to the customer, these benefits will be provided and a transactional exchange will take place.

The Chartered Institute of Marketing define marketing as 'The management process responsible for identifying, anticipating and satisfying customer requirements profitably'

If we look at this definition in more detail Marketing is a management responsibility and should not be solely left to junior members of staff. Marketing requires co-ordination, planning, implementation of campaigns and a competent manager(s) with the appropriate skills to ensure success.

Marketing objectives, goals and targets have to be monitored and met, competitor strategies analyzed, anticipated and exceeded. Through effective use of market and marketing research an organization should be able to identify the needs and wants of the customer and try to delivers benefits that will enhance or add to the customers lifestyle, while at the same time ensuring that the satisfaction of these needs results in a healthy turnover for the organization.

Philip Kotler defines marketing as 'satisfying needs and wants through an exchange process'

Within this exchange transaction customers will only exchange what they value (money) if they feel that their needs are being fully satisfied; clearly the greater the benefit provided the higher transactional value an organization can charge.

MARKET The concept of exchange leads to the concept of a market. A market is the set of actual

and potential buyers of a product. These buyers share a particular need or want that can be satisfied through exchange. Thus, the size of a market depends on the number of people who exhibit the need, have resources to engage in exchange, and are willing to offer these resources in exchange for what they want.

Originally the term market stood for the place where buyers and sellers gathered to exchange their goods, such as village squares. Economics use the term market to refer to a collection of buyers and sellers who transport in a particular product class, as in the housing market or the grain market.


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MARKETING Exchange processes involve work. Sellers must search for buyers, identify their needs,

design good products and services, set prices for them promote them, and store and deliver them. Activities such as product development, research, communication, distribution, pricing, and service are core marketing activities. Although we normally think of marketing as being carried on by sellers, buyers also carry on marketing activities. Consumers do ‘marketing’ when they search for the goods they need a prices they can offered. Company purchasing agents do.

DEFINITION OF MARKETING

PHILIP KOTLER gives a very simple definition According to him. ‘Marketing is human activity deserted at satisfied needs and wants through exchange processes’.

The definition lays stress on satisfaction. The word exchange implies the selling aspects. But, more important point is that the goal of exchange is to satisfy the needs and wants of the consumers. There are needs such as food clothing. Similarly, there are wants such as the desire to make a show of one’s riches. The producers promote different producers to the consumer to satisfy their needs and wants.

MARKETING MANAGEMENT We define Marketing Management as the analysis, planning, implementation, and control of programs designed to create, build, and maintain beneficial exchanges with target buyers for the purpose of achieving organization objectives, Thus, marketing management involves managing, demand, which in turn involves managing customer relationship.

MARKETING MIX The set of controllable tactical marketing tools-product, price, place, and promotion-that the firm blends to produce the response it wants in the target market.


3

Once the company has decided on its overall competitive marketing strategy, it is ready to begin planning the details of the marketing mix. The marketing is one of the major concepts in modern marketing. We define marketing as the set of controllable tactical marketing tools that the firm blends to produce the response it wants in the target market. The marketing mix consists of everything the firm can do it influence the demand for its product. The many possibilities can be controlled into four groups of variables known as the ‘‘four p s’’: product, price, place, promotion.

Product means the “goods-and-service” combination the company offers to the target market. The product is the first element of the marketing mix. A product is anything that can be offered to a market for attention, acquisition, use or consumption that might satisfy a want or need. Products include physical goods, services, person, places, organization and ideas. Marketing oriented firms are able to modify their products to bring about the greatest benefit. Designs, packaging, convenience and warranty are all components of the complete product. The marketer may create or modify each of these product characteristics to assure the greatest degree of satisfaction

Price is the amount of money customers have to pay to obtain the product. Another element of the marketing mix is price, or the perceived value of the product. Product price must be affordable for the targeted customer, yet affordability varies from buyer to buyer. An important correspondent of a complete pricing program is the company’s policies regarding payment of offering credit. Price is the only element of the marketing mix that produces revenue that other elements produce costs. Price is also one of the most flexible elements quickly unlike product features. At the same time pricing and pure competition are the number one problems facing many marketing executives? Companies handle pricing and variety of ways. It is by a separate dimension or may even be safety marketing or sales people.

Place includes company activities that make the product available to target customers. It is where and when satisfaction that consumers and users requires. It makes little difference how attractive or functional the product might be if it is not available when needed. The company must identify, recruit and like various middlemen and marketing facilitators so that its products and services are efficiently supplied to the target market. It must understand the various types of retailers, wholesalers and physical distribution firms and how they make their decisions.

Promotion means activities that communicate the merits of the product and persuade target customers to buy it. Promotion, the fourth marketing mix tool, stands for the various activities the company undertake to communicate and promote its products to the target market. The glamour and sheer volume of advertising make promotion mare evident than the other elements. Promotion is the vehicle marketers use to inform, remind or persuade potential buyers.


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This element of the marketing mix can be powerful and influenced force in determining consumer preferences.

An effective marketing program blends all of the marketing mix elements into a co-ordinate program designed to achieve the company’s marketing objectives by delivering value to consumers. The marketing mix constitutes the company’s tactical tool to kit for establishing the four Ps represent the seller’s view of the marketing tools available for influencing buyers. From a consumer view point, each marketing tool is designed to deliver a customer benefit. One marketing expert suggests that companies should view the four Ps in terms of the customer’s four C’s:

1. Customer needs and wants. 2. Cost to the customer. 3. Convenience. 4. Communication.

CUSTOMER SATISFACTION “Customer Satisfaction business term of how the products and the services supplied by the company meet or surpass the customer expectation. It is the key performance indicator within the business.” By, Berlin Asong

All business firms have realized that marketing is a core element of management philosophy and the key to its success lies in focusing more on the customer. That is, it will be the customer who will decide where the firm is heading. Thus the challenge before the marketer is to ensure that they satisfy every customer. Adam Smith in his, the wealth of nations, has said “consumption is the sole end and purpose of all production and the interests of the product ought to be attended to only so far as it may be necessary for promoting those of the consumer”.

This quotation only reiterates that the purpose of production is consumption and one’s own purpose will be served only if the consumer’s interests are attended to. Here then arises a very vital question. How can a marketer ensure that his or her firm is able to respond to their customer’s requirement quickly? The answer to this question lies in the quality of service it is offering to its customers. This again will depend upon the customer expectations from the product or service. No doubt the quality of the product or service will decide whether it matches the consumer expectations or not, but the firm and market must make all efforts to ensure that consumer satisfaction is achieved.


5

CUSTOMERISATION Today consumer’s is looking out for money. The challenge before the marketing is to identify what value would appeal and convince the consumer. Marketers are trying to enhance the concept of value through unique delivery methods. They have realized that product service characteristics, customer’s aspiration and perceptions and the availability of competing alternatives can be used to enhance customer value.

But the focus and challenge before every firm is to rebuild itself around its customer. It should be able to perceive, interpret, serve and satisfy the customer with the type of products and services he or she desires and arm itself so as to gain a competitive edge of CUSTOMERISATION.

CUSTOMERISATION

It refers to the process where in all the employees of the firm are required to interact directly with the customer and end user. They can have access to every person and function within the organization, be involved in designing and fine tuning key products and processes, and turn every interaction with the customer into a plat form of interactive communication-so as to add value and increase customer satisfaction.

CUSTOMERISATION will help a firm in:

• Providing the quality of service to match the customer requirement • Help to focus on consumers needs so as to add value and offer benefits to the

customer. • To identify new customers, new market segments and new application for existing

products. • Work towards total customer satisfaction and maximum customer delight.

Today, a very powerful driver of any business is very similar to MURPHY’S first law of business. “Every consumer has a choice”. I n India also the ranges of choices has gone much beyond only competing players in the same service category to new competitive services from different categories so as to satisfy the same need.

Of course, ‘changing consumer behavior by educating him’ may be a part of every service provider’s plan to differentiate in the competitive environment. But unless the customer is conceived about the benefits it will be a losing game. The customer spends more time deciding what is good for him.


6

The Indian customer can no longer be taken for granted. He or She will no longer be contented with average service. He is aware that he is being charged for every little odd job and thus expects to quality treatment. Thus if he or she feels their well being is not being taken care of, he may look out for other options.

Since the nature of customer needs is different, the service markets exhibit certain unique characteristics.

• The nature of the product exhibits varying degrees of intangibility because unlike a product, services can be considered to be a deed, a performance or an effort.

• The service may become perishable if remained unsold for a long time because unlike product it cannot be stored for later consumption.

• Here the production and consumption go hand in hand and are often inseparable. • The firm or organization which provides the services retains ownership and the

consumer only has temporary access to it for instance, taking credit from CITI bank or say renting a car from a “Car Rental Agency”.

Going by the conventional wisdom in the face of changes in the technology and capital

movement, increasing competition, every brand will represent a product or service. Thus the only way a firm can differentiate its products or service is by offering added values of an emotional or symbolic nature.

PHILIP KOTLER has given the definition of services. “Services can be defined as any activity or benefit that one party can offer to another to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product”. Marketing Management is the process in which we find Planning, Organizing, Controlling, Directing and evaluating the efforts of the general masses with a common goal of satisfying the consumer and maximizing the profits. In a very precise form, the term marketing management is a process that penetrates the production function for the personal or mutual gain satisfaction and welfare. Main viewpoints of marketing management hint the following:

• Analysis, Planning, Implementation and Control of programmers • Mutual or Personal gain • Achieving effective response


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MARKETING CONCEPT Marketing is everywhere. Formally or informally, people and organizations engage in a vast number of activities that could be called Marketing. Good Marketing has become an increasingly vital ingredient for business success. And Marketing profoundly affects our day-to-day lives. It is embedded in everything we do – from the Products we wear, to the web sites we click on, to the ads we see. Marketing can be defined as a total system of interacting business activities designed to plan, price, promote and distribute want satisfying products and services to present the potential consumers. There are 5 concepts which the organization use to conduct their marketing activities:

ð The Production concept

ð The Product concept ð The Selling concept

ð The Marketing concept

ð The Social concept

Most Organizations make use of any or more of the first three concepts. The market is the starting point for marketing concepts which focuses on customer needs, Co-ordinates all the activities that will affect customer and produce profits through customer satisfaction. It is now widely recognized that Marketing needs to command a central position in the company’s activities. PRODUCTS A product helps in satisfying human needs and wants. A product can be defined as ‘anything that can be offered to satisfy a need or a want’. A product comprises of physical objects. Thus physical products are vehicles that deliver services from producer to consumer- American Marketing Association.


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VALUE COST AND SATISFACTION When a consumer wants to buy a product for satisfying his needs he assesses various products and forms an estimate of the capacity of each product to satisfy his set of needs. The guiding concept is consumer value. Therefore value is the consumer’s estimate of the products over all capacity to satisfy his needs. Cost is an important factor, which comes into picture when the consumer has made his product depending upon which product satisfies his needs most. After choosing the ideal product he has to determine whether the satisfaction he derives from the product is worth the cost he pays. The following definition is in this view: “Marketing is the total system of interacting business activities designed to plan, price, promote and distribute want satisfying products and services to present potential customer”. William J Stanton.

MARKETS A market consists of the entire potential customer sharing a particular need or want, who might be willing to engage in exchange to satisfy the need or want. Thus the size of the markets depends upon the number of persons who exhibit the need, have resources that interest others, and are willing to offer these resources in exchange for what they want. Originally the term market stood for the place where buyers and sellers gathered to exchange their goods, such as village square. The various types of markets are as follows: -

ð Need markets (such as the diet seeking market) ð Products market (such as shoe market) ð Demographic market (such as youth market) ð Geographic market (such as French market) the other non-consumer markets is

voters market, labor markets and donor markets.


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MARKET SEGMENTATION The task of breaking the total market into segments that share common properties is market segmentation. It is the process of identifying a group of consumers with similar needs and producing a product that will meet those needs at a profit. Market segmentation will facilitate the firm to identify and find out the additional benefit desired by the people to pay benefits and source where they would like to buy it.

PREFACE Marketing is the business function that identifies unfulfilled needs and wants, defines and measures their magnitude, determines which target on appropriate products, service and programs to serve these markets and calls everyone in the organization to think and serve the customer. From a societal point of view marketing is the force that harness a nations industrial capacity to meet the society’s national wants. Marketing must not be seen narrowly as the task of finding clever ways to sell the company’s product. Many people confuse marketing with some of its sub-functions such as advertising and selling. Authentic marketing is not the art of selling what you make but know what to make. This is the art of identifying and understanding customer needs and creating solutions that deliver satisfaction to the customers, profits to the producers, and benefits to the shareholders. Marketing leadership is gained by creating customer satisfaction through product innovation. Product quality and customer service. If these are absent no amount of advertising, sales promotion or salesmanship can compensate it. Marketing oriented thinking is a necessity in today’s competition. In many places there are too many goods chasing too few customers. There are global gluts of many products. Some companies are trying to expand the size of the market, but most are competing top enlarge their share of the market. As a result, there are winners and losers, the losers are those who bring nothing special to the market. We believe that if you cannot something special to the market, you do not belong in it. The winners are those who carefully analyze the needs, identify needs and create value filled offers for target customer groups that competition cannot match and always satisfying customers upon their needs.


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CUSTOMER SATISFACTION MARKETING AND CUSTOMER VALUE Marketing involves satisfying customer’s needs and wants. The task of any business is to deliver customer value at a profit. In a hyper competitive economy with increasingly rational buyers faced with abundant choices, a company can win only by fine-tuning the value delivery process and choosing, providing, and communicating superior value.

TOTAL CUSTOMER SATISFACTION Whether the buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s expectations. In general, satisfaction is a person’s feelings of pleasure or disappointed resulting from comparing a product perceived performance (or outcome) in relation to his or her expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted.

CONSUMER BEHAVIOUR The aim of marketing is to meet and satisfy target customer’s needs and wants better than competitors. Consumer Behavior is the study of how individuals, groups, and organizations select, buy, use, and dispose of goods, services, ideas, or experiences to satisfy their needs and wants. Studying consumers provides clues for improving or introducing products or services, setting prices, devising channels, crafting messages, and developing other marketing activities. Marketers are always looking for emerging trends that suggest new marketing opportunities.

CUSTOMER EXPECTIONS Customers form service expectations from many sources, such as past experiences, word of mouth, and advertising. In general, customers compare the perceived service with the expected


11

service. If the perceived service falls below the expected service, customers are disappointed. If the perceived service meets or exceeds their expectations, they are apt to use the provider again. Successful companies add benefits to their offering that not only satisfy customers but surprise and delight them. Delighting customers is a matter of exceeding expectations.


12

INDUSTRY PROFILE

RAVINDU TOYOTA

TOYOTA FOUNDER KIICHIRO TOYODA AUTOMOBILES

Automobiles or Car – Wheeled passengers vehicles that carries its own motor. Most definitions of the term specify that automobiles are designed to run primarily on roads, to have seating for one to six people, typically have four wheels and be constructed principally for the transport of people rather than goods. As of 2002 there were 590 million passenger cars worldwide (roughly one car for every eleven people), of which 140 million were in the U.S. (roughly one car for every two people).


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Types of Automobiles: -

The basic automobile is privately owned for transporting the owner and his or her passengers. Other types of cars include

ð Alternative fuel vehicle ð Armored car ð Police car ð Solar vehicle ð Battery vehicle (electric car) ð Taxicab

By car body style:

Car body style and classification

Ø 2 plus 2 Ø Antique car Ø Cabrio coach Ø City car Ø Classic car Ø Drop head coupe Ø Compact SUV

History of Automobiles:

The early history of automobiles can be divided into a number of eras, based on the prevalent means of propulsion. Later periods were defined by trends in exterior styling, size and utility preferences.

In 1768, the first steam powered automobile capable of human transportation was built by Nicolas-Joseph Cugnot.

In 1807, Francois Issac de Rivaz designed the first car powered by an internal combustion engine fueled by hydrogen.In

1886 the first petrol or gasoline powered automobile the Benz Patent-Motorwagen was invented by Karl Benz. This is also considered to be first “production” vehicle as Benz made several identical copies.


14

Toyota mission and vision

The Toyota motor sales, Inc. Mission and Vision Statements are as follows:

Mission Statement: “To attract and attain customers with high-valued products and services and the most satifying ownership experience in India.”

Vission Statement: “To be the most successful and respected car company in India.”

Specialized Vehicles:

• Amphibious vehicle • Driverless car • Flying car • Gyrocar

By propulsion System:

1. Propulsion technologies 2. Internal combustion engine 3. Electric vehicle 4. Battery electric vehicle 5. Neighborhood electric vehicle 6. Hybrid vehicle 7. Plug-in hybrid 8. Plug-in electric vehicle

Automobile Lists:

• List of auto parts • List of automobiles by sales • List of countries by automobile production • List of car brands


15

Rising from the ashes of industrial upheaval in post-war Japan, Toyota has become the largest vehicle manufacturer in Japan with over 40% market share. Toyota began to make inroads into foreign markets in the late 1950s. The first Crown models arrived in the USA in 1957, and by 1965, with models such as the Corolla, Toyota began to build its reputation and sales to rival those of domestic producers. The first Toyota imported into Europe was via Denmark in 1963. Toyota has continued to grow in Europe's sophisticated and complex market, and in 2000 the company delivered its ten millionth car to a customer in Germany. In fact, growth is currently one of the main words in Toyota's European vocabulary, and the company plans to reach annual sales of 800,000 in Europe by 2005. Toyota is number one for customer satisfaction in the majority of European countries and has built an excellent reputation across Europe for reliability and customer service. This enviable reputation, along with the support of a network of more than 25 distributors and 3,500 sales outlets, are important factors in supporting Toyota's European sales growth in the coming years.

Towards the end of the nineteenth century, Sakichi Toyoda invented Japan's first power loom, revolutionising the country's textile industry. January 1918 saw him create the Toyoda Spinning and Weaving Company, and with the help of his son, Kiichiro Toyoda, Sakichi fulfilled his lifelong dream of building an automatic loom in 1924. The establishment of Toyoda Automatic Loom Works followed in 1926. Kiichiro was also an innovator, and visits he made to Europe and the USA in the 1920s introduced him to the automotive industry. With the £100,000 that Sakichi Toyoda received for selling the patent rights of his automatic loom, Kiichiro laid the foundations of Toyota Motor Corporation, which was established in 1937. One of the greatest legacies left by Kiichiro Toyoda, apart from TMC itself, is the Toyota Production System. Kiichiro's "just- in-time" philosophy - producing only precise quantities of already ordered items with the absolute minimum of waste - was a key factor in the system's development. Progressively, the Toyota Production System began to be adopted by the automotive industry across the world.


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COMPANY PROFILE

Toyota Motor Corporation

Toyota's headquarters in Toyota City, Japan

Native name トヨタ自動車株式会社

Romanized name Toyota Jidosha KK

Type Public (K.K.)

Traded as

• TYO: 7203 • LSE: TYT • NYSE: TM • TOPIX Core 30 Component

ISIN

JP3633400001

Industry Automotive

Founded August 28, 1937; 80 years ago


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Founder Kiichiro Toyoda

Headquarters Toyota, Aichi, Japan

Area served Worldwide

Key people • Takeshi Uchiyamada (Chairman) • Shigeru Hayakawa (Vice Chairman) • Akio Toyoda (President)

Products Automobiles, luxury vehicles, commercial vehicles, engines

Owner

• Japan Trustee Services Bank (9.70%) • Toyota Industries (6.73%) • The Master Trust Bank of Japan (5.32%) • Nippon Life (3.59%) • Denso (2.59%)

Number of employees 364,445 (2017)

Divisions

• Lexus • Scion (defunct) • TRD

Subsidiaries

545

Toyota Financial Service

Toyota Motor East Japan

Toyota Kirloskar India

Toyota Canada

Toyota Motor Thailand, etc.

•

Website toyota-global.com


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Toyota World Wide:

Toyota Motor Corporation is a Japanese automotive manufacturer headquartered in Toyota, Aichi, Japan. In March 2014 the multinational corporation consisted of 338,875 employees worldwide and, as of November 2014, is the eleventh-largest company in the world by revenue. Toyota was the largest automobile manufacturer in 2012 (by production) ahead of the Volkswagen Group and General Motors In July of that year; the company reported the production of its 200-millionth vehicle. Toyota is the world's first automobile manufacturer to produce more than 10 million vehicles per year. It did so in 2012 according to OICA and in 2013 according to company data. As of July 2014, Toyota was the largest listed company in Japan by market capitalization (worth more than twice as much as #2-ranked SoftBank) and by revenue.

The company was founded by Kiichiro Toyoda in 1937 as a spinoff from his father's company Toyota Industries to create automobiles. Three years earlier, in 1934, while still a department of Toyota Industries, it created its first product, the Type A engine, and, in 1936, its first passenger car, the Toyota AA. Toyota Motor Corporation produces vehicles under 5 brands, including the Toyota brand, Hino, Lexus, Ranz, and Scion. It also holds a 51.2% stake in Daihatsu, a 16.66% stake in Fuji Heavy Industries, a 5.9% stake in Isuzu, a 3.58% stake in the Yamaha Motor Company,[12] and a 0.27% stake in Tesla, as well as joint-ventures with two in China (GAC Toyota and Sichuan FAW Toyota Motor), one in India (Toyota Kirloskar), one in the Czech Republic (TPCA), along with several "nonautomotive" companies. TMC is part of the Toyota Group, one of the largest conglomerates in the world.

Principal headquarters building of Toyota

Toyota is headquartered in Toyota City, Aichi. The main headquarters of Toyota is located in a four-story building in Toyota. As of 2006 the head office has the "Toyopet" Toyota logo and the words "Toyota Motor". The Toyota Technical Centre, a 14-story building, and the Honsha plant,


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Toyota's second plant engaging in mass production and formerly named the Koromo plant, are adjacent to one another in a location near the headquarters. Vinod Jacob from The Hindu described the main headquarters building as "modest". In 2013 company head Akio Toyoda reported that it had difficulties retaining foreign employees at the headquarters due to the lack of amenities in the city.

Its Tokyo office is located in Bunkyo, Tokyo. Its Nagoya office is located in Nakamura-ku, Nagoya. In addition to manufacturing automobiles, Toyota provides financial services through its Toyota Financial Services division, and also builds robots.

Akio Toyoda, CEO of Toyota, at the annual results press conference.

GLOBAL PRESENCE OF TOYOTA

• Toyota's global network: Red – Japan • Green - Official dealership(s) present. • Blue - Localized manufacturing plant(s) • Cyan - Regional headquarters (HQ) • Dark Blue - Regional headquarters (HQ) and • localized manufacturing plants

In 1981, Toyota Motor Co., Ltd. announced plans to merge with its sales entity Toyota Motor Sales Co., Ltd. Since 1950, the two entities existed as separate companies due to a prerequisite for reconstruction in post-war Japan. Shoichiro Toyoda presided over Toyota Motor Sales in preparation for the consummation of the merger that occurred in 1982. Shoichiro then succeeded his uncle Eiji as the President of the combined organization that then became known as Toyota Motor Corporation.


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President of Toyota Motor Corporation:

• Eiji Toyoda (1981) • Shoichiro Toyoda (1982–1992)

CEO of Toyota Motor Corporation:

• Tatsuro Toyoda (1992–1995) • Hiroshi Okuda (1995–1999) • Fujio Cho (1999–2005) • Katsuaki Watanabe (2005–2009) • Akio Toyoda (2009–present)

Chairman of Toyota Motor Corporation:

• Shoichiro Toyoda (1992–1999) • Hiroshi Okuda (1999–2006) • Fujio Cho (2006–2013) • Takeshi Uchiyamada (2013–present)

On June 14, 2013, Toyota Motor Corp. announced the appointment of outside board members; the appointment was a first for the corporation and occurred following approval from general shareholders at a meeting on the same day. Additionally, Vice Chairman Takeshi Uchiyamada replaced Fujio Cho as chairman, as the latter became an honorary chairman, while Toyoda remains in the post of President.

Toyota is publicly traded on the Tokyo, Osaka, Nagoya, Fukuoka, and Sapporo exchanges under company code TYO: 7203. In addition, Toyota is foreign-listed on the New York Stock Exchange under NYSE: TM and on the London Stock Exchange under LSE: TYT. Toyota has been publicly traded in Japan since 1949 and internationally since 1999.

As reported on its consolidated financial statements, Toyota has 540 consolidated subsidiaries and 226 affiliates.

• Toyota Motor North America (100% – 2004) • Toyota Canada Inc. (51% - 2013) • Toyota Tsusho – Trading company for the Toyota Group • Daihatsu Motor Company (51.2% – March 31, 2006) • Hino Motors (50.1% – 2001)


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• Lexus 100% (1989) • Scion 100% (2003) • DENSO (24.74% – September 30, 2006) • Toyota Industries (23.51% – March 31, 2006) • Aisin Seiki Co. (23.0% – September 30, 2006) • Fuji Heavy Industries (16.66% – June 28, 2008) • Isuzu Motors (5.9% – November 10, 2006) • PT Toyota Astra Motor (49% – 2003) • Noble Automotive (23% - 2014) • PT Toyota Motor Manufacturing Indonesia(95% – 2003)

Financial results

In 2011, the Toyota Group (including Daihatsu, Hino and Chinese joint ventures) fell to place three with 8,050,181 units produced globally. According to an unofficial count, based on unit production reported by major automakers, Toyota regained its top rank with 9,909,440 units produced globally in calendar year 2012.On May 8, 2013, Toyota announced plans to produce 10.1 million units in fiscal year 2013, which, if achieved, would make it the first auto manufacturer to cross the 10-million-unit threshold.

On May 8, 2009, Toyota reported a record annual net loss of US$4.2 billion making it the latest automobile maker to be severely affected by the global financial crisis that started in 2007. Toyota's financial unit had asked for an emergency loan from a state-backed lender on March 16, 2009, with reports putting the figure at more than $3 billion. It said the international financial situation was squeezing its business, forcing it to ask for an emergency loan from the Japan Bank for International Cooperation. This was the first time the state-backed bank has been asked to lend to a Japanese car manufacturer.

On May 8, 2013, Toyota Motor Corporation announced its financial results for the fiscal year ended March 31, 2013. Net revenues totaled ¥22.0 trillion (+18.7%). Operating income was ¥1.32 trillion (+371%), net income ¥962.1 billion (+239%).


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Toyota India (Kirloskar Toyota)

History

Toyota Motor Corporation entered India in 1997 in a joint venture with the Kirloskar Group.

Manufacturing facilities

TKMPL's current plant at Bidadi, Karnataka is spread across 432 acres and has a capacity of 1, 10,000 vehicles per annum.

TKMPL's second manufacturing plant on the outskirts of Bangalore; Karnataka has a capacity of 2, 10,00vehicles per annum. Both plants have a combined capacity of 3, 20,000 vehicles per annum.

On 16 March 2011, it announced that it was increasing production to 210,000 vehicles per annumdue to increase in demand for its models especially the Etios and Fortuner.

With effect from June 1, 2012, Toyota Kirloskar Motor will be increasing the prices of Etios diesel and Innova by 1 per cent and Fortuner and Etios Liva diesel by 0.5 per cent. The price hike is on account of the weakening of Rupee. Toyota announced that Etios sedan and the Liva hatchback has posted sales of over one lakh units, hence Toyota is all set for giving its production a big boost. Toyota Kirloskar Motor (TKM) plans to hike the production capacity of its Etios series models by 75% by early 2013. Toyota Kirloskar Motors would launch its motor racing series in 3 cities in India next year.

Industrial relations

On 16 March 2014, Toyota Kirloskar Motor temporarily suspended the production at two of its assembly plants in Bidadi, Karnataka whose production capacity was 310,000 units annually and has employee strength of 6,400. Cause for the shutdown was failure to reach an agreement with the union over the issue of wages, deliberate stoppages of the production line by certain sections of the employees and abusing & threatening of supervisors thereby disrupting the production for the past 25 days. Toyota Kirloskar Motor announced on 21 March 2014 to lift the lockout at the plants effective from March 24, 2014 with subject to an acceptance of a service condition which requires all the employees signing an undertaking on good conduct. On 22 April 2014, employees called off the strike after 36 days of standoff and resumed full operations.


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Etios motor racing

Toyota India started a onemake racing series in India with the Etios car called the Etios motor racing series. The series started in 2012; it witnessed an overwhelming response from the Indian youngsters, with 3300 applicants. They held 2 rounds of exhibition races in 2012, one at a purpose built race track in Chennai called the sriperumbudur race track and other in the form of ROC (Race of champions) in Gurgaon. The 25 selected drivers will compete in the main championship to be held in the latter half of 2013. The cars are prepared by Red Rooster performance based in Bangalore, and designed by TRD (Toyota Racing Development). With stock engines producing almost 100 bhp, the cars are a good platform for youngsters to step from karting to touring cars. Also the relatively cheaper budget of just $3216 for the entire series which includes an entire OMP racing kit makes it one of the best one make series to compete in. http://www.toyotaetiosmotorracing.in/

Models in India by Toyota Kirloskar

Generation Toyota Camry

10th Generation Toyota Corollo


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Toyota Fortuner

Toyota Innova

Manufactured/assembled locally

1. Toyota Camry (Launched 2013) 2. Toyota Corolla Altis (Launched 2003) 3. Toyota Etios (Launched 2010) 4. Toyota Etios Cross (Launched 2014) 5. Toyota Etios Liva (Launched 2011) 6. Toyota Fortuner (Launched 2009) 7. Toyota Innova (Launched 2005)

Imported

1. Toyota Land Cruiser (Launched 2009) 2. Toyota Land Cruiser Prado (Launched 2004) 3. Toyota Prius (Launched 2010)


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Sales and service network

As of April 2015, it has more than 305 dealerships in 158 cities across 28 states and 3 union territories of India.

Sales performance

TKMPL sold 74,759 vehicles in India in the year 2014 registering a growth rate of 38% compared to 2013 sales.

AWARDS FOR RAVINDU TOYOTA

E T PROMISING AWARD JD AWARD

CAR INDIA AWARD INDIA DESIGN MARK AWARD


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ZGNITION AUTO AWARD CNBC OVERDRIVE AWARD

THE MARKET SHARES OF LEADING PLAYERS FOR THE MONTH OF MAY, 2015 IS AS GIVEN BELOW COMPANY MARKET SHARE

Toyota Motors 52.4 %

Maruti Suzuki 14.4 %

Hyundai 09.9 %

Nissan 11.5 %

Hindustan Motors 03.9 %

Ind Auto 02.1 %

Honda Siel 01.7 %

Others 04.1 %

TOTAL 100 %


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FUTURE PROSPECTS

FOCUS

The R&D team focuses on the development of new products and technologies that include interior and exterior design changes, development of new generation engines and alternate fuel systems, concept vehicles and advanced passenger safety and comfort systems, in line with evolving customer preferences across the globe. Recent successes of the team include the development of the Toyota patented Common Rail Direct Injection (CRDi) engine in association with Detroit Diesel and the award winning Fuel Cell.

EFFORTS

Some of the ongoing projects that the Toyota R&D team is involved in include the development of the 'World Engine' in association with leading engine maker and the development of high tech engines. That the efforts of the Toyota R&D team has paid great dividends to the company is evident from the fact that the company's newly engineered products that have made waves in the global automotive markets and the 'US Consumer Reports' magazine has ranked Toyota cars in level with that of Honda in its recent quality rankings

Toyota Motor India has been awarded the benchmark ISO 14001 certification for its sustainable environment management practices. Living up to its commitment of providing global standards of quality and process management in India

AN OVERVIEW OF RAVINDU TOYOTA

It to other key cities of India in the due course of time.

Toyota Kirloskar Motor launched its first ever Toyota Express Service (TES) outlet in Bangalore with the inauguration of Ravindu Toyota Express Service outlet. The Express Service is designed to offer the high quality service to its customers in a very short time.

TES would exclusively accommodate the EM60 (Expert Maintenance) concept which basically guarantees a thorough service of your car in 60 minutes. The new Toyota Express Service outlet is conveniently located within very close proximity to a Toyota dealership.


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Toyota has also introduced Eco Washing technology at TES to clean the vehicle body. Thanks to this revolutionary concept the vehicle reflects better appearance post an Eco Wash than the conventional water wash at no additional cost to the customer.

Spread over a total area of around 10,000 sq ft, the new Ravindu Toyota Express Service outlet has 4 Express Maintenance bays which can churn out around 45 units in a day.

At the inauguration of the new Ravindu Toyota Express Service outlet in Bangalore, Mr. Naomi Ishii, MD, Toyota Kirloskar Motor said "In line with Toyota's core strength - QDR - Quality , Durability and Reliability ,our endeavor is to provide best quality services to our customers in the shortest time span through Toyota's Express Services. We are devoted to go beyond their belief and expectations from Toyota at all times."

This is the second TES of Toyota in India after their first successful launch at Delhi last December. Toyota has a plan to expand


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STATEMENT OF THE PROBLEM

Today the company and its products can survive only if they can effectively satisfy the customer expectations, as the customer is the boss. TOYOTA MOTOR PVT LTD. is a very important player in the automobile industry. It has very wide reaching market for its products. In fact it is the market leader for most of the four wheelers. So understanding customer satisfaction with respect to Toyota Motors is very essential. The Research is titled as “A STUDY ON CUSTOMER SATISFACTION TOWARDS RAVINDU TOYOTA”.

1.OBJECTIVES OF CONSUMER SATISFACTION TOWARDS RAVINDU TOYOTA

ð To study and understand consumer satisfaction with reference Ravindu Toyota. ð To study and know consumer perception in relation to Ravindu Toyota. ð To know consumer opinion about various attributes in relation to Ravindu Toyota. ð To know the factors influencing buying decision in relation to the Ravindu Toyota. ð To analyze & know the expectations of consumers during buying a Ravindu Toyota. ð To offer suggestions for the improvement based on the findings.

2. METHODOLOGY OF THE STUDY

3.1. SCOPE OF THE STUDY

The study is basically confined to the limits study the expectations and satisfaction of users of the Ravindu Toyota. It extends the thoughts, like intensity of usage, preferences, Technology and degree of satisfaction received by the users.

1. The information or data collected from the Respondents is Authentic. 2. The sample survey is restricted to Bangalore city.


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3.2. DATA SOURCES

The data is collected from the selected visitors who visited the showroom.

3.3. SAMPLING UNIT

Customers

3.4. SAMPLING SIZE

100 respondents

3.5. SAMPLING TECHNIQUE

Simple Random Sampling

3.6. DATA COLLECTION METHOD

Data collection took place with the help of filling the questionnaire. The questionnaire method has widely used and economical means of the data collection. Questionnaire methods were found easy to read and understand to all spectrums of people in the sample. It was also important to respect the samples time and energy hence the questionnaire was designed in such a way that its administration would not exceed 4-5 minutes. These questionnaires were personally administered.

The first hand information was collected by making the people fill the questionnaire. The primary data was collected by directly interacting with the people.


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3.7. DATA COLLECTION TOOLS

The following steps are involved in the data collection process:

• Finding out the type of information required in the investigation. • Establishing the facts that are available at present and the additional facts required. • Identification of the source from where they can be available. • Selection of appropriate information collection method.

The data required from this study is collected from primary and secondary data

PRIMARY SOURCES

New data gathered to help solve the problem at hand. As compared to secondary data which is previously gathered data an example is information gathered by a questionnaire. Primary source information that comes from people and includes information gathered from surveys, focus groups, independent observations and test results.

Primary data is basically collected by getting questionnaire filled by the respondents.

SECONDARY SOURCES:

The secondary source useb for collecting data are:

A) INTERNAL SOURCE:

• Company’s Reports • Company’s Publications • Company’s Employees • Company’s Strategy


32

B) EXTERNAL SOURCE:

Information was gathered from Magazines like – Auto Expo, Car Bazaar, and Business World and Business Today. Business dailies like – The Economic Times, The Business Line, etc.

Newspapers like – The Hindustan Times, Business Standard and The Corporate Times. Apart from this information was also taken from internet.

4.REVIEW OF LITERATURE Nutan Kriplani4 presented a report on automobile sector named ‘Automotive Market in India’ on the net. This report provides detailed overview of the automotive market in India with relevant facts and figures regarding the structure and size, growth rates, key players, main challenges, restraints, international trade as well as an indication of future outlook of the industry. According to this report the automotive industry in India is one of the largest industries and a key sector of the economy.

The Indian automotive industry began its journey from 1991 with the government's de-licensing of the sector and subsequent opening up for 100 per cent FDI through automatic route. Since then many large global companies have set up their facilities in India taking the production of vehicle from 2 million in 1991 to 9.7 million in 2005-2006 and in 2008-09 it touched to 11.18 million units.

3. RESEARCH INSTRUMENTS • The printed questionnaire has been used to collect the data for the study. • The data is selected by referring various Journals, Show rooms magazines and Brochures,

etc.

6. LIMITATIONS OF THE STUDY

ð The sample survey was restricted to 100 respondents. The opinion expressed by them cannot be taken for granted.

ð Preferences change over a period of the time and have to be constantly updated. ð The Analysis and Interpretation of the data has been made in this context and the result

may not prove beneficial to the company ð The sample size of 100 respondents is limitation to Research study due to the time

constant.


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1.RESPONDENT OCCUPATION SL. NO FACTORS PERCENTAGE 1. BUSINESS 45% 2. STUDENT 15% 3. GOVERNMENT 25% 4. OTHERS 15% TOTAL 100% RESPONDENT OCCUPATION

INTREPRETATION: From the above analysis, 45% of the respondents are of Business class. 15% of the respondents are Students, 25% are Government and the rest 15% of the respondents belongs to Other Classes.

45%

15%

25%

15%

OCCUPATION

BUSINESS

STUDENT

GOVERNMENT

OTHERS


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2.BRAND OF THE CAR SL. NO. FACTOR PERCENTAGE

1. HYUNDAI 25% 2. TOYOTA 25% 3. MARUTI SUZUKI 40% 4. TATA MOTORS 10% TOTAL 100% BRAND OF THE CAR

INTREPRETATION: From the above analysis, 25% of the respondents use Hyundai model. 25% of the respondents use Toyota model, 10% use Tata motors and the rest 40% of the respondents use Maruti Suzuki.

25%

25%

40%

10%

BRAND OF THE CAR

HYUNDAI

TOYOTA

MARUTI SUZUKI

TATA MOTORS


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3.FACTORS INFLUENCE THE PURCHASE SL. NO. FACTORS PERCENTAGE

1. PRICE 20% 2. SAFETY AND MEASURES 45% 3. AVAILABILITY 10% 4. QUALITY 20% 5. OTHERS 5% TOTAL 100% FACTORS INFLUENCE THE PURCHASE

INTREPRETATION: From the above analysis, 20% of the respondents marked for price. 45% of the respondents marked Safety and Measures, 10% marked for Availability, 20% for Quality and the rest 5% of the respondents marked others.

20%

45%

10%

20%5%

0

FACTORSINFLUENCED

PRICE

SAFETYANDMEASURES

AVAILABILITY

QUALITY

OTHERS


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4.DECISION OF PURCHASING THE CAR SL.NO. FACTORS PERCENTAGE 1. OPINION OF KNOWN PERSON 40% 2. ADVERTISMENT 25% 3. MAGAZINE AND NEWSPAPER 15% 4. RADIO AND MEDIA 20% TOTAL 100% DECISION OF PURCHASING CAR

INTREPRETATION: from the above analysis, 40% of the respondents decided from the opinion of the known person. 25% of the respondents decided through Advertisements, 15% decided through Magazines and Newspaper and the rest 20% of the respondents decided through Radio and Media.

40%

25%

15%

20%

DECISIONOFPURCHASINGCAR

OPINIONOFKNOWNPERSON

ADVERTISMENT

MAGAZINEANDNEWSPAPER

RADIOANDMEDIA


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5.COMPANY RESPONSE TOWARDS CUSTOMERS SL. NO. FACTORS PERCENTAGE

1. EXCELLENT 60% 2. GOOD 25% 3. BETTER 10% 4. POOR 5% TOTAL 100%

COMPANY RESPONSE TOWARDS CUSTOMERS

INTREPRETATION: From the above analysis, 60% of the respondents say that the company responses towards customers are Excellent. 25% of the respondents say as good, 10% of them as Better and the rest 5% of the respondents as Poor.

60%25%

10% 5%

COMPANYRESPONSE

EXCELLENT

GOOD

BETTER

POOR


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6.TRANSMISSION OF THE CAR SL.NO. FACTOR PERCENTAGE 1. AUTOMATIC 30% 2. MANUAL 70% TOTAL 100% TRANSMISSION OF THE CAR

INTREPRETATION: From the above analysis, 70% of the respondents choose Manual and the rest 30% of them choose Automatic.

30%

70%

TRANSMISSIONOFTHECAR

AUTOMATIC

MANUAL


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7.EXPERIENCE AT THE SHOWROOM SL.NO. FACTORS PERCENTAGE 1. GOOD 85% 2. BAD 15% TOTAL 100% EXPERIENCE AT SHOWROOM

INTREPRETATION: From the above analysis, 85% of the respondents say the experience at the showroom is good and the rest 15% of them say it as bad.

85%

15%

EXPERIENCEATSHOWROOM

GOOD

BAD


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8.PRICE OF THE CAR SL. NO. FACTOR PERCENTAGE

1. REASONABLE 55% 2. HIGH 25% 3. TOO HIGH 20% TOTAL 100% PRICE OF THE CAR

INTREPRETATION: From the above analysis, 55% of the respondents say that the price of the car is Reasonable, 25% of the respondents say it as High and the rest 20% of them say it as too high.

55%25%

20%

PRICEOFTHECAR

REASONABLE

HIGH

TOOHIGH


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9.COLOR OF THE CAR SL.NO. FACTOR PERCENTAGE

1. BLACK 20% 2. WHITE 40% 3. SILVER 25% 4. RED 15% TOTAL 100% COLOR OF THE CAR

INTREPRETATION: From the above analysis, 20% of the respondents choose Black, 40% of them as white, 25% of them choose Silver and the rest 15% of them choose Red.

20%

40%

25%

15%

COLOROFTHECAR

BLACK

WHITE

SILVER

RED


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10.TEST DRIVE OF THE CAR SL.NO. FACTOR PERCENTAGE 1. GOOD 75% 2. BAD 25% TOTAL 100% TEST DRIVE OF THE CAR

INTREPRETATION: From the above analysis, 75% of the respondents say that the test drive of the car is good and the rest 25% of them say it as bad.

75%

25%

TESTDRIVEOFTHECAR

GOOD

BAD


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11.VERSION OF THE CAR SL. NO. FACTOR PERCENTAGE

1. DIESEL 60% 2. PETROL 25% 3. LPG 5% TOTAL 100% VERSION OF THE CAR

INTREPRETATION: From the above analysis, 60% of the respondents prefer Diesel, 25% of them prefer Petrol and the rest 5% of them prefer LPG.

60%

25%

5%

VERSIONOFTHECAR

DIESEL

PETROL

LPG


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12.SERVICE OF THE CAR SL. NO. FACTOR PERCENTAGE

1. AUTHORISED DEALERS 76% 2. LOCAL MECHANICS 24% 3. OTHERS 0% TOTAL 100% SERVICE OF THE CAR

INTREPRETATION: From the above analysis, 76% of the respondents prefer service from Authorized dealers, 24% of them from Local mechanics.

76%

24%

SERVICEOFTHECAR

AUTHORISEDDEALERS

LOCALMECHANICS

OTHERS


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13.FAVOURITE CAR OF TOYOTA SL.NO. FACTOR PERCENTAGE

1. ETIOS 35% 2. INNOVA 40% 3. FORTUNER 10% 4. OTHERS 15% TOTAL 100% FAVOURITE CAR OF TOYOTA

INTREPRETATION: From the above analysis, 40% of the respondents choose Innova, 35% of them choose Etios, 10% of them choose Fortuner and the rest 15% of them choose other cars of Toyota.

35%

40%

10%

15%

FAVOURITECAROFTOYOTA

ETIOS

INNOVA

FORTUNER

OTHERS


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14.PREFER TO BUY NEXT CAR FROM TOYOTA SL.NO. FACTORS PERCENTAGE

1. YES 67% 2. NO 33% TOTAL 100% PREFER TO BUY NEXT CAR FROM TOYOTA

INTREPRETATION: From the above analysis, 67% of the respondents prefer to buy their next car from Toyota and the rest 33% does not.

67%

33%

PREFERTOBUYNEXTCARFROMTOYOTA

YES

NO


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15.SUGGEST RAVINDU TOYOTA TO OTHERS SL.NO. FACTORS PERCENTAGE

1. YES 82% 2. NO 18% TOTAL 100%

SUGGEST RAVINDU TOYOTA TO OTHERS

INTREPRETATION: From the above analysis, 82% of the respondents suggest Toyota to others and the rest 18% does not.

82%

18%

SUGGEST RAVINDU TOYOTA TO OTHERS

YES

NO


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FINDINGS: 1. Maximum numbers of the users of Ravindu Toyota are Business class.

2. 40% of the respondents choose Maruti Suzuki as their car. 10% of them choose Tata

Motors as their car, 25% of them as Toyota and the rest 25% of them choose Hyundai.

3. Most of the respondents buy their car on safety and measure basis as the customer give more importance to it. 20% of them choose price as the price of the car increase and decrease, 10% of them look for Availability of the car, 20% of them Look for quality and the rest 5% look for others

4. When the respondents were asked about the decision of buying the car, most of the

respondents answered as they know it by the known persons. Only few of the respondents know it by Adverstiments like television, magazines like Car Bazaar, Newspapers like The Hindustan Times, etc.

5. 60% of the respondents say that the company response was excellent as the way the

employees treated them.

6. Maximum number of the respondents chooses Manual as their transmission of the car. As it is easy to drive.

7. When we asked respondents about the customer experience at showroom most of the

respondents were satisfied as the employees treated the customer well, the way they explained about the car, the way they respected, many more.

8. When it comes to the price of the car, 55% of the respondents say that the price of the car

is reasonable because the price reach the customer’s expectations.

9. When we asked about the test drive of the car, 75% of them said it was good as the test drive person explained about the car and treated them very well. 25% of them said that the test drive of the car was bad as the car was not maintained properly.

10. When it comes to the version of the car, 60% of them choose Diesel as the price of the diesel is less as compared to the petrol.


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11. Most of the customers get their service done from authorized dealers as the dealers provide best service for the car.

12. Maximum number of respondents selected Innova as their favorite car as it is SUV (7 seater). Then comes etios the second favorite car of customers.

13. Almost 67% of the respondents prefer to buy their next car from Toyota as the price of the car is reasonable, features are best, service of the car is good etc.

14. When it comes to the suggestion of the car to others, most of them suggest it to others as it is best.

RECOMMENDATIONS AND SUGGESTIONS

ð Organization should consider more of non- monetary motivators like appreciation, more challenging works and targets to be met, etc.

ð The ideas and suggestions of the employees must be welcomed by the superiors to increase the employee’s morale and make them feel that they are part of the company.

ð As the world today is more demanding and competitive more efforts should be put by the management to motivate the employees and try to increase the efficiency of the employees and retain them.

ð The company should see that the incentives and recognitions given should rise to the level of complete satisfaction of the employees.

ð The employees should be appreciated by their supervisors for their success and efforts put by them at least by giving the appreciation letter. This will somewhere create a good image about the company in the eyes of the employees and in turn increase their efficiency.

ð The management can also employ negative motivators to some limit to increase the efficiency of the employees.

ð The employees performance should be evaluated periodically and they should be promoted whenever necessary.

ð Performance appraisals should be carried on so that the employees get motivated and tend to increase their efficiency.

ð The company labour charges should be little bit reduce for customer. ð The company need to decrease the spare parts rates, for increase the customer and

development.


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CONCLUSIONS As per my conclusion, Ravindu Toyota company growth is very good, and while doing this project the company was well supported to me, and from this project I assumed lot off things like customer satisfaction, behaviour of employees towards customers, etc. and from this project I have understood that company spare parts rate is very high, so the company have to decrease little bit spare parts rate, company should increase advertisements, etc. This company as good environment, has well organizational culture, ravindu Toyota is satisfying the customer to an extent by providing good and required cars to the customers, and customer demands more offers and best price, etc.


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Reference books:

1. Philip kotler“ MARKETING MANAGEMENT”,

• 30th edition of marketing management.

2. T.N. Chabra “ MARKETING MANAGEMENT” 2005,

3. C. B. Gupta “ MARKETING MANAGEMENT” 2006

List of websites:

1. www.toyotaglobal.com

2. www.google.com

3. www.toyotaprivatelimited.com


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QUESTIONNNAIRE FOR CONSUMERS

Dear sir/madam,

I am, a student of final year B.B.A of I am conducting this survey to prepare project report titled “A STUDY ON CUSTOMERSATISFACTION TOWARDSRAVINDU TOYOTA” as it is the part o the curriculum.

I request you to spare your valuable time to answer a few questions which will be of great use to me. The information given by you will be used for educational purpose only.

NAME:

ADDRESS:

1. AGE:

2. SEX: { } MALE { } FEMALE

3. OCCUPATION:

{ } BUSINESS

{ } GOVERNMENT

{ } STUDENT

{ } OTHERS


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4. WHICH BRAND DO YOU OWN:

{ } HYUNDAI

{ } TOYOTA

{ } MARUTI SUZUKI

{ } TATA MOTORS

{ } OTHERS

5. WHAT ARE THE FACTORS THAT INFLUENCED YOUR PURCHASE:

{ } PRICE

{ } SAFETY AND MEASURES

{ } QUALITY

{ } AVAILABILITY

{ } OTHERS

6. HOW DID YOU DECIDE TO BUY:

{ } OPINION OF KNOWN PEOPLE

{ } ADVERTISEMENT

{ } MAGAZINE AND NEWSPAPER

{ } RADIO AND MEDIA

7. HOW DO FEEL ABOUT THE COMPANY’S RESPONSE TOWARDS CUSTOMERS?

{ } EXCELLENT

{ } GOOD

{ } BETTER

{ } POOR


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8. WHICH TYPE OF TRANSMISSION WOULD YOU LIKE TO CHOOSE?

{ } AUTOMATIC

{ } MANUAL

9. HOW DO YOU FEEL THE EXPERIENCE AT THE SHOWROOM?

{ } GOOD

{ } BAD

10. HOW DO YOU FEEL ABOUT THE PRICE:

{ } REASONABLE

{ } HIGH

{ } TOO HIGH

11. WHICH COLOR DO YOU PREFER:

{ } BLACK

{ } WHITE

{ } SILVER

{ } RED

{ } OTHERS

12. HOW DID YOU FEEL WHEN YOU TEST DRIVE THE TOYOTA CAR?

{ } GOOD

{ } BAD


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13. WHICH VERSION WOULD YOU LIKE TO CHOOSE?

{ } DIESEL

{ } PETROL

{ } LPG OR GAS

14. WHERE DO YOU GET YOUR CAR SERVICED FROM?

{ } AUTHORISED DEALERS

{ } LOCAL MECHANICS

{ } OTHERS (Please specify):

15. WHICH IS YOUR FAVOURITE CAR IN RAVINDU TOYOTA?

{ } ETIOS

{ } INNOVA

{ } FORTUNER

{ } OTHERS

16. DO YOU PREFER TO BUY YOUR NEXT CAR FROM RAVINDU TOYOTA?

{ } YES

{ } NO

17. WOULD YOU SUGGEST RAVINDU TOYOTA TO OTHERS?

{ } YES

{ } NO

18. ANY SUGGESTIONS OR RECOMMENDATIONS IN RELATION TO RAVINDU TOYOTA:-

study on customer satisfaction with reference to ravindu toyota

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