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research on workshop services @ Toyota service center
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THE HISTORY OF TOYOTA-AT A GLANCE
P R O J E C T T I T L E:
“A Study on Automobile Industry with Special Reffrence to TOYOTA”
NAME AND ADDRESS OF THE COLLEGE:
LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS
MAHALAXMI (WEST), MUMBAI-400034
S U B M I T T E D B Y:
TAHER KASUBHAIWALA
T.Y.BMS
SEMISTER-6
SEAT NO-140
P R O J E C T G U I D E:
PROF. ARUN POOJARI
Y E A R O F S U B M I S S I O N:
2012-2013
1
THE HISTORY OF TOYOTA-AT A GLANCE
CERTIFICATE:
THIS IS TO CERTIFY THAT THE PROJECT ENTITLED “A Study on Automobile Industry with Special Reffrence to TOYOTA” COMPLETED BY TAHER
KASUBHAIWALA ROLL NO.140 IS AN AUTHENTIC WORK CARRIED OUT BY HIM AT LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS UNDER MY
GUIDANCE.
THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF MY
KNOWLEDGE.
SIGNATURE OF THE GUIDE COLLEGE STAMP
(PROF. ARUN POOJARI)
2
THE HISTORY OF TOYOTA-AT A GLANCE
DECLARATION:
I TAHER KASUBHAIWALA THE STUDENT OF LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMIC, TY.BMS HEREBY DECLARE THAT I HAVE
COMPLETED THIS PROJECT ON “A Study on Automobile Industry with Special Reffrence to TOYOTA”
IN THE ACADEMIC YEAR 2012-2013 UNDER THE GUIDENCE OF PROF.ARUN
POOJARI.
THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF MY
KNOWLEDGE.
STUDENT SIGNATURE COLLEGE STAMP
(TAHER KASUBHAIWALA)
3
THE HISTORY OF TOYOTA-AT A GLANCE
ACKNOWLEDGEMENT:
WITH GREAT PLEASURE I THANK MR. ARUN POOJARI A PROFESSOR OF
LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS FOR BEING
AN INSPIRATION IN THE COMPLETION OF THIS PROJECT. I ALSO THANK
HIM FOR PROVIDING ME GUIDANCE AND NUMEROUS SUGGESTIONS
THROUGHOUT THE ENTIRE DURATION OF THE PROJECT. I AM THANKFUL
FOR HIS INVALUABLE HELP WITHOUT WHICH THIS PROJECT WOULD NOT
HAVE MATERIALISED.
I EXPRESS DEEP GRATITUTDE TO MY ENTIRE COLLEGE, FRIENDS AND
FAMILY MEMBERS WHOSE EFFORTS AND CREATIVITY HELPED ME IN
GIVING THE FINAL STRUCTURE TO THE PROJECT WORK.
NEVERTHELESS I WOULD LIKE TO THANK THE COLLEGE LIBRARIAN FOR
PROVIDING ALL THE SUPPORT IN COMPLETING MY PROJECT.
I AM ALSO THANKFUL TO ALL THOSE SEEN AND UNSEEN HANDS WHICH
HAVE BEEN OF HELP IN THE COMPLETION OF THIS PROJECT WORK.
- TAHER KASUBHAIWALA
4
THE HISTORY OF TOYOTA-AT A GLANCE
EXECUTIVE SUMMARY:
Toyota, a young and vibrant company in India, has grown since its inception in 1997 and today's dynamic business environment offers us many unique opportunities.
As a leader in the automotive sector, our major challenge is to innovate continuously, keeping in mind the changing needs of customers, stakeholders and society at large. In order to counter these challenges, we at Toyota Kirloskar Motor (TKM) follow the best practices as guided by the Toyota Way.
Having laid the second foundation for our operations in India, we are now at an important stage. Further, our renewed 'Vision and Mission' directs us towards Toyota's ultimate goal of becoming 'the most admired company in the country'. Toyota is a valued corporate citizen the world over. In India, TKM contributes to society through its efforts in the areas of education, community care and the environment. The latest significant step towards realizing our vision is the second plant in Bangalore that entails strengthening infrastructure, development of human resources and creating an eco-friendly company that works in harmony with nature and society.
Team Toyota India will continue to delight its customers through advanced technologies and services, thereby fulfilling its commitment to economic, environmental and social stewardship in the Indian society
5
THE HISTORY OF TOYOTA-AT A GLANCE
6
THE HISTORY OF TOYOTA-AT A GLANCE
TABLE OF CONTENT:
CHAPTER PARTICULARS PG. NO.
1. INTRODUCTION, RESEARCH AND METHOLODOGY:1.1 Introduction
1.2 Objective of the Study
1.3 Scope of the Study
1.4.1 Research Methodology
1.4.2 Collection of Data
1.4.3 Research Instrument
1.4.4 Research Design
1.4.5 Steps in Research
1.4.6 Limitations
2. ABOUT THE ETIOS:
3. DATA ANALYSIS AND INTERPRETATIONS:
7
THE HISTORY OF TOYOTA-AT A GLANCE
4. CONCLUSION:
5.1 About the Company
5.2 Limitations
5.3 Findings
5.4 Recommendation
5.5 Suggestions
5.6 Conclusion
5.7 Annexure
5.8 Bibliography
8
THE HISTORY OF TOYOTA-AT A GLANCE
CHAPTER-1
INTRODUCTION, RESEARCH AND METHOLODOGY.
9
THE HISTORY OF TOYOTA-AT A GLANCE
1.1 INTRODUCTION:
Guided By Strong Values:
Toyota, a young and vibrant company in India, has grown since its inception in 1997 and today's dynamic business environment offers us many unique opportunities.
As a leader in the automotive sector, our major challenge is to innovate continuously, keeping in mind the changing needs of customers, stakeholders and society at large. In order to counter these challenges, we at Toyota Kirloskar Motor (TKM) follow the best practices as guided by the Toyota Way.
Having laid the second foundation for our operations in India, we are now at an important stage. Further, our renewed 'Vision and Mission' directs us towards Toyota's ultimate goal of becoming 'the most admired company in the country'. Toyota is a valued corporate citizen the world over. In India, TKM contributes to society through its efforts in the areas of education, community care and the environment. The latest significant step towards realizing our vision is the second plant in Bangalore that entails strengthening infrastructure, development of human resources and creating an eco-friendly company that works in harmony with nature and society.
Team Toyota India will continue to delight its customers through advanced technologies and services, thereby fulfilling its commitment to economic, environmental and social stewardship in the Indian society.
10
THE HISTORY OF TOYOTA-AT A GLANCE
VISION:
Delight our customers through innovative products, by utilising 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:
Practise ethics and transparency in all our business operations.
Touch the hearts of our customers by providing products and services of superior quality at a competitive price.
Cultivate a lean and flexible business model throughout the value chain by continuous improvement.
Lead the Toyota global operations for the emerging mass market.
Create a challenging workplace which promotes a sense of pride, ownership, mutual trust and teamwork.
Create an eco-friendly company in harmony with nature and society. THROUGH THESE ACTIVITIES ESTABLISH A SUPERIOR BRAND IMAGE IN INDIA.
11
THE HISTORY OF TOYOTA-AT A GLANCE
Toyota Legacy:
12
THE HISTORY OF TOYOTA-AT A GLANCE
13
THE HISTORY OF TOYOTA-AT A GLANCE
66 Years of Corporate Tradition
Since the company manufactured its first passenger vehicle in 1936, Toyota has continuously pursued the number one position for total customer satisfaction in all areas, ranging from manufacturing and products to sales and service. Toyota exported its first Japanese-made passenger car to the United States in 1957. Since then, Toyota has steadily expanded its global presence with the establishment of overseas bases. Toyota's Lexus and Toyota branded vehicles rank annually among the world's highest quality cars in third party surveys of customer satisfaction. Using such success as a springboard, Toyota is pursuing a policy of sustained development and hopes to use innovation and strong R & D to create cars that are greener, safer and more fun to drive As a global company, Toyota realizes that local commitment is a prerequisite to success on a worldwide scale. Toyota's activities are highly appreciated around the world, a result of the company's devotion to customer-oriented activities and social contributions in every market it operates.
14
THE HISTORY OF TOYOTA-AT A GLANCE
OBJECTIVES OF THE STUDY:
Study of Growth Pattern of Automobile Industry .
Study about Toyota Etios.
To find out the extent to which consumers read the labeling information before making a purchase for Etios.
Focus on Etios production process.
SCOPE OF THE STUDY:
The scope of the study is mainly emphasized on the perception level of the
customers on “customer feed back”.
The scope of the study involves the collection of the data form the customers
at dealer of Toyota .
15
THE HISTORY OF TOYOTA-AT A GLANCE
RESEARCH METHODOLOGY:
INTRODUCTION :
The first and foremost step in the research process consists of problem
identification. One the problem is defined, the next is the research design becomes
easier. The research design is the basic framework, which provides guideline for
the rest of the research process. The research design specifies the methods of data
collection and analysis.
The methodology of the study is classified into the following steps.
I. Collection of primary data
II. Collection of secondary data
III. Sampling Procedure
16
THE HISTORY OF TOYOTA-AT A GLANCE
I. Collection of Primary Data:
Communication and observation are the two basic means used for collecting
primary data. Communication involves questioning the respondents to secure the
desired information by using data collection instrument called ‘Questionnaire’.
The questionnaire used in my study is consisting of closed-end questions and one
open ended question.
Closed-end questions:
Fixed alternative questions are used in the questionnaire.
This consists of,
A. Dichotomous Questions:
The respondent is given a choice between only two alternatives.
B. Multiple-choice Questions:
The respondents are given a set of alternatives to answer.
Open-ended question:
The customers are asked to give suggestions to improve the service of dealer in
the form of open-ended question at the end of the questionnaire.
17
THE HISTORY OF TOYOTA-AT A GLANCE
II. Collection of Secondary Data:
Internal and external secondary data is collected for the purpose of study.
Internal secondary data is collected within the company. This data includes
company records, previous research reports and other relevant information.
External secondary data is generated from outside. This data includes
publications, government records and Internet etc.,
III. Sampling Procedure:
Sample Size: 100
Sample Element:
Customer who visit Madhusudhan Dealer of Toyota .
Sampling Unit:
The study is restricted to the customers who come for service of their Toyota
four wheelers at dealer.
18
THE HISTORY OF TOYOTA-AT A GLANCE
Sampling Procedure:
Simple random sampling approach has been adopted.
Research approach:
The survey method is used, as it is the best for a descriptive research.
Mode of communication:
Three different methods of communications can be approached with
questionnaires.
1. Personal interview
2. Telephone interview
3. Mail interview
Among the three personal interview is the most versatile and flexible mode
of communication. Further explanations and classifications can be made if desired.
So the personal interview was conducted for the study.
Statistical analysis:
Data analysis and interpretation are necessary ingredients to make the
primary data obtained useful for tacking effective strategic moves. The primary
data, which has been collected by survey using a structural questionnaire, has been
systematically organized, tabulated and edited, so as to properly analyze and
achieve the objectives.
19
THE HISTORY OF TOYOTA-AT A GLANCE
LIMITATIONS OF THE STUDY:
Another limitation is that the scope of the researcher’s study is Mumbai . So the population considered may not be the actual representative of the population of the nation.
The information given by the respondents can be biased.
Frequency of usage, in the question that ask for highly consumed brand.
20
THE HISTORY OF TOYOTA-AT A GLANCE
CHAPTER-2
FEATURES OF TOYOTA ETIOS
21
THE HISTORY OF TOYOTA-AT A GLANCE
ABOUT THE ETIOS;
The Etios is powered by a 1.5-litre petrol engine that produces 90PS of power at 5600rpm and max torque of 132Nm comes in at 3000rpm.
This is a supremely refined engine, butter smooth in trademark Toyota way.
The diesel engine comes in the form of the 1.4-litre oil-burner from the Corolla Altis diesel and produces 68 PS of power at 3800 rpm and 170 Nm of torque at 1800-2400 rpm.
On the performance front, the Etios petrol boasts good bottom-end torque and this means it takes off whenever you floor the pedal, irrespective of the gear you are in.
Out of 132Nm of peak torque, 110Nm is available from a little above 1000rpm and this gives it good driveabilty around town.
The power too feels very linear and the acceleration is strong and enjoyable. The gear ratios are perfect for both city and highway use.
And by the way, the exhaust note is pretty sporty too. I couldn’t help but keep revving it to the redline in every gear just to listen to it.
The diesel engine on the other hand feels sluggish as compared to its petrol sibling and also the EtiosLiva diesel.
This is a heavier car and it is pretty evident in the way it pulls. There is very little grunt at the bottom-end of the revs. Instead, you get a
meaty mid-range to help you tackle the average metro traffic with ease.
22
THE HISTORY OF TOYOTA-AT A GLANCE
What I dislike though is the lack of enough cabin insulation – you end up hearing a lot of diesel clatter – especially when driving hard.
The Etios is meant to ferry the great Indian middle class and is actually very good in terms of its ride.
It utilises conventional MacPherson struts at the front and a torsion beam rear.
The set-up is well suited to Indian roads and the car rides beautifully over broken patches.
None of the harshness is transferred to the cabin. This plushness takes a toll on the handling though.
Push it hard and there is a lot of body roll and the steering feels a bit vague and doesn’t inspire confidence. The Etios is no driver’s car and Toyota isn’t targeting enthusiasts either.
Drive this car around sanely and it’s a very relaxing drive, especially in the city.
23
THE HISTORY OF TOYOTA-AT A GLANCE
Production System:
Hormonizing with the Environment:
Globally, Toyota has indicated a strong and diverse commitment to the pursuit of harmonious growth through its technically advanced and environment-friendly products. There have been relentless efforts in the crucial fields of mobility, city transportation, resources, society and environment, through research & development.
Protecting the environment has always been a priority at TKM, starting with the eco-friendly engines that are manufactured for the Toyota vehicles, to the advanced technology that is used for purification or recycling of waste water at the plant. Apart from this, the plant at Bidadi, Karnataka, is surrounded by a green belt, meets high environmental standards and has achieved the ISO 14001 certification in its very first year of operations.
24
THE HISTORY OF TOYOTA-AT A GLANCE
Setting benchmarks for Production Excellence:
Quality is ensured in every vehicle that rolls out of Toyota Kirloskar Motor, through in-built audits at every process of the system. The company's operational excellence is based on the improvement tools and methods developed by Toyota under the Toyota Production System (TPS), greatly emphasizing superlative quality and minimal waste.
In line with Toyota's growing comfort with its India operations, the company set up Toyota Kirloskar Auto Parts (TKAP), which commenced production of transmissions in May 2004, for its global requirements. Another initiative is the Toyota Techno Park India (TTPI), a non-profit industrial infrastructure company aimed at boosting local industries and related job opportunities.
Setting benchmarks for the automobile industry, the manufacturing facility consists of 4 divisions (shops) – Press, Weld, Paint and Assembly.
25
THE HISTORY OF TOYOTA-AT A GLANCE
Q Class
Sytle
Luxury
Comfort
Performance
Safety
Concept
26
THE HISTORY OF TOYOTA-AT A GLANCE
27
THE HISTORY OF TOYOTA-AT A GLANCE
28
THE HISTORY OF TOYOTA-AT A GLANCE
29
THE HISTORY OF TOYOTA-AT A GLANCE
CHAPTER-3
DATA ANALYSIS AND INTERPRETATION.
30
THE HISTORY OF TOYOTA-AT A GLANCE
1. The Vehicle that you previously used.
TABLE – 1
S. No. Features No. of Respondents %
1. Maruthi 23 23
2. Toyota 8 8
3. Mahindra 9 9
4. Not used any vehicle 34 34
5. Some Other vehicle 26 26
100 100
Inference :
34% of the customers previously not used any vehicle, 26% used some other
vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.
31
THE HISTORY OF TOYOTA-AT A GLANCE
CHART - 1
32
Maruthi Toyota Mahindra Not used any vehicle
Some Other ve-
hicle
0
5
10
15
20
25
30
35
40
23
8 9
34
26
Series1
Vehicle used before
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
2. What made you to buy Toyota vehicle.
TABLE – 2
S. No. Features No. of Respondents %
1. Model 23 23
2. Price 13 13
3. Quality 21 21
4. Brand Name 29 29
5. Other Benefits 14 14
100 100
Inference :
29% of the customer’s opted Tata vehicle basing on the brand name, 23% basing
on the model, 21% basing on the quality, 14% basing on other benefits and 13% basing
on the price.
33
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 2
34
Model Price Quality Brand Name
Other Benefits
0
5
10
15
20
25
30
35
23
13
21
29
14 Series1
Reason for buying Toyota Vehicle
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
3. Are you satisfied about the explanation about the benefit / features / warranty
of the vehicle and the financial schemes and the delivery procedure at the
time of purchase.
TABLE – 3
S. No. Features No. of Respondents %
1. Delighted 4 4
2. Very satisfied 27 27
3. Satisfied 45 45
4. Somewhat dissatisfied 12 12
5. Very dissatisfied - 0
6. No response 12 12
100 100
Inference :
45% of the customers are satisfied about the explanation about the benefits,
features, etc., at the time of purchase, 27% are very satisfied, 12% are somewhat
dissatisfied, 4% are delighted and 12% had not responded to the above question.
35
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 3
4. How is the reception at the time of enquiry by the sales personnel ?
36
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
No response 0
5
10
15
20
25
30
35
40
45
50
4
27
45
12
0
12
Series1
Satisfaction Level
No
. of
Re
sp
on
de
nts
THE HISTORY OF TOYOTA-AT A GLANCE
TABLE – 4
S. No. Features No. of Respondents %
1. Delighted 12 12
2. Very satisfied 30 30
3. Satisfied 42 42
4. Somewhat dissatisfied 4 4
5. Very dissatisfied - 0
6. No response 12 12
100 100
Inference :
42% of the customers are satisfied by the reception of the sales personnel at the
time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied
and 12% had not responded to the above question.
37
THE HISTORY OF TOYOTA-AT A GLANCE
5. How is the reception at the time of enquiry by the sales personnel ?
TABLE – 4
S. No. Features No. of Respondents %
1. Delighted 12 12
2. Very satisfied 30 30
3. Satisfied 42 42
4. Somewhat dissatisfied 4 4
5. Very dissatisfied - 0
6. No response 12 12
100 100
Inference :
42% of the customers are satisfied by the reception of the sales personnel at the
time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied
and 12% had not responded to the above question.
38
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 4
39
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
No response 0
5
10
15
20
25
30
35
40
45
12
30
42
4
0
12
Series1
Satisfaction Level
No
. of
Re
sp
on
de
nts
THE HISTORY OF TOYOTA-AT A GLANCE
6. It is ease of obtaining appointment i.e., are you satisfied with the reception of
the service advisor.
TABLE – 5
S. No. Features No. of Respondents %
1. Delighted 11 11
2. Very satisfied 50 50
3. Satisfied 30 30
4. Somewhat dissatisfied 9 9
5. Very dissatisfied - 0
100 100
Inference :
50% of the customers are very satisfied by the reception of the service advisor,
30% are satisfied, 11% are delighted and 9% are somewhat dissatisfied.
40
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 5
41
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
10
20
30
40
50
60
11
50
30
9
0
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
7. Are you satisfied with the time taken to open the job card (work order).
TABLE – 6
S. No. Features No. of Respondents %
1. Delighted 23 23
2. Very satisfied 44 44
3. Satisfied 25 25
4. Somewhat dissatisfied 8 8
5. Very dissatisfied - 0
100 100
Inference :
44% of the customers are very satisfied by the time taken to open the job card,
25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.
42
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 6
43
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
5
10
15
20
25
30
35
40
45
50
23
44
25
8
0
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
8. How is the attitude of the service personnel ?
TABLE – 7
S. No. Features No. of Respondents %
1. Delighted 11 11
2. Very satisfied 28 28
3. Satisfied 46 46
4. Somewhat dissatisfied 14 14
5. Very dissatisfied 1 1
100 100
Inference :
46% of the customers are satisfied by the attitude of the service personnel, 28%
are very satisfied, 14% are somewhat dissatisfied, 11% are delighted and 1% is very
dissatisfied.
44
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 7
45
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
5
10
15
20
25
30
35
40
45
50
11
28
46
14
1
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
9. Are you satisfied with the facilities of the service station like customer waiting
room etc.,
TABLE – 8
S. No. Features No. of Respondents %
1. Delighted 8 8
2. Very satisfied 30 30
3. Satisfied 51 51
4. Somewhat dissatisfied 11 11
5. Very dissatisfied - 0
100 100
Inference :
51% of the customers are satisfied by the facilities of the service station, 30% are
very satisfied, 11% are somewhat dissatisfied and 8% are delighted.
46
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 8
47
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
10
20
30
40
50
60
8
30
51
11
0
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
10. Have you been informed about any other extra jobs required for your vehicle
that you are unaware?
TABLE – 9
S. No. Features No. of Respondents %
1. Yes 73 73
2. No 27 27
100 100
Inference :
73% of the customers say that they are being informed if any extra job is required
to their vehicle. Where as 27% of the customers are not informed about the extra job
required for their vehicle.
48
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 9
11. Are the services being attended correctly to the relevant complaint ?
TABLE – 10
S. No. Features No. of Respondents %
1. Yes 85 85
2. No 15 15
100 100
Inference :
85% of the customer’s say that the service is being attended correctly to relevant
complaint. Where as 15% feel that the service is not attended correctly to relevant
complaint.
CHART - 10
49
73%
27%
Yes
No
THE HISTORY OF TOYOTA-AT A GLANCE
12. Are you satisfied with the solutions to all the problems reported by you ?
TABLE – 11
S. No. Features No. of Respondents %
1. Delighted 6 6
2. Very satisfied 40 40
3. Satisfied 34 34
4. Somewhat dissatisfied 16 16
5. Very dissatisfied 4 4
100 100
Inference :
50
85%
15%
Yes
No
THE HISTORY OF TOYOTA-AT A GLANCE
40% of the customers are very satisfied with the solutions to all the problems
reported by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted
and 4% are very dissatisfied.
CHART – 11
51Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
5
10
15
20
25
30
35
40
45
6
40
34
16
4
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
13. Are you satisfied with the quality of washing ?
TABLE – 12
S. No. Features No. of Respondents %
1. Delighted 12 12
2. Very satisfied 53 53
3. Satisfied 27 27
4. Somewhat dissatisfied 7 7
5. Very dissatisfied 1 1
100 100
Inference :
53% of the customers are very satisfied with the quality of washing, 27% are
satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.
52
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 12
53
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
10
20
30
40
50
60
12
53
27
7
1
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
14. Are you satisfied with the delivery made i.e., is the delivery made in time as
per the conditions desired by you from service station.
TABLE – 13
S. No. Features No. of Respondents %
1. Delighted 10 10
2. Very satisfied 33 33
3. Satisfied 34 34
4. Somewhat dissatisfied 19 19
5. Very dissatisfied 4 4
100 100
Inference :
54
THE HISTORY OF TOYOTA-AT A GLANCE
34% of the customers are satisfied with the delivery made from the service station,
33% are very satisfied, 19% are somewhat dissatisfied, 10% are delighted and 9% are
very dissatisfied.
CHART – 13
55
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
5
10
15
20
25
30
35
40
10
33 34
19
4
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
15. Are you satisfied with the explanation of job done and bill at the time of
delivery.
TABLE – 14
S. No. Features No. of Respondents %
1. Delighted 10 10
2. Very satisfied 41 41
3. Satisfied 37 37
4. Somewhat dissatisfied 12 12
5. Very dissatisfied - 0
100 100
Inference :
56
THE HISTORY OF TOYOTA-AT A GLANCE
41% of the customers are very satisfied with the explanation of job done and bill at
the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are
delighted.
CHART – 14
57
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
5
10
15
20
25
30
35
40
45
10
41
37
12
0
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
16. Is the general appearance of the workshop satisfactory ?
TABLE – 15
S. No. Features No. of Respondents %
1. Delighted 8 8
2. Very satisfied 40 40
3. Satisfied 46 46
4. Somewhat dissatisfied 4 4
5. Very dissatisfied 2 2
100 100
Inference :
58
THE HISTORY OF TOYOTA-AT A GLANCE
46% of the customers are satisfied with the general appearance of the workshop,
40% are very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very
dissatisfied.
CHART – 15
59Delighted Very satisfied Satisfied Somewhat
dissatisfied Very dissatis-
fied
0
5
10
15
20
25
30
35
40
45
50
8
40
46
42
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
17. Do you feel the labour and spare part charge reasonable.
TABLE – 16
S. No. Features No. of Respondents %
1. Delighted 3 3
2. Very satisfied 7 7
3. Satisfied 42 42
4. Somewhat dissatisfied 42 42
5. Very dissatisfied 6 6
100 100
Inference :
60
THE HISTORY OF TOYOTA-AT A GLANCE
42% of the customers are satisfied by the labour and spare parts charge, 42% are
somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are
delighted.
CHART – 16
61
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
5
10
15
20
25
30
35
40
45
3
7
42 42
6
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
18. Are your receiving our service reminders regularly ?
TABLE – 17
S. No. Features No. of Respondents %
1. Yes 56 56
2. No 44 44
100 100
Inference :
56% of the customers are receiving the service remainders regularly. Whereas
44% of the customers are not receiving the service remainders regularly.
62
THE HISTORY OF TOYOTA-AT A GLANCE
CHART - 17
19. Have you been informed about the next service schedule ?
TABLE – 18
S. No. Features No. of Respondents %
1. Yes 60 60
2. No 40 40
100 100
Inference :
60% of the customers have been informed about the next service schedule. Where
as 40% of the customers are not informed about the next service schedule.
63
56%
44% Yes
No
THE HISTORY OF TOYOTA-AT A GLANCE
CHART – 18
20. Are you satisfied with the overall performance of the workshop.
TABLE – 19
S. No. Features No. of Respondents %
1. Delighted 4 4
2. Very satisfied 42 42
3. Satisfied 46 46
4. Somewhat dissatisfied 7 7
5. Very dissatisfied 1 1
100 100
64
60%
40%
Yes
No
THE HISTORY OF TOYOTA-AT A GLANCE
Inference :
46% of the customers are satisfied with the overall performance of the workshop,
42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very
dissatisfied.
CHART – 19
65
Delighted Very satisfied Satisfied Somewhat dissatisfied
Very dissatis-fied
0
5
10
15
20
25
30
35
40
45
50
4
42
46
7
1
Series1
Satisfaction Level
No
. of
Res
po
nd
ents
THE HISTORY OF TOYOTA-AT A GLANCE
CHAPTER-4
CONCLUSION.
66
THE HISTORY OF TOYOTA-AT A GLANCE
LIMITATIONS OF THE STUDY:
The present study is confined to a minimal sample size and may not reflect the
opinion or response of the entire population in general. The results of our study are
entirely confined to the responses of the Mumbai consumers and might deviate in
terms of actual population as a whole. Recommendations given after the study are
entirely dependent on the survey and the secondary analysis done in the report.
67
THE HISTORY OF TOYOTA-AT A GLANCE
FINDINGS:
34% of the customer previously not used any vehicle, 26% used some other
vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.
29% of the customer opted Toyota vehicel basing on the brand name, 23%
basing on the model, 21% basing on the quality, 14% basing on other benefits
and 13% basing on the price.
45% of the customers are satisfied about the explanation about the benefits,
features, etc., at the time of purchase, 27% are very satisfied, 12% very
satisfied, 12% are somewhat dissatisfied, 4% are delighted and 12% had not
responded to the above question.
42% of the customers are satisfied by the reception of the sales personnel at the
time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat
dissatisfied and 12% had not responded to the above question.
68
THE HISTORY OF TOYOTA-AT A GLANCE
50% of the customers are very satisfied by the reception of the service advisor,
30% are satisfied, 11% are delighted and 9% are somewhat dissatisfied.
44% of the customers are very satisfied by the time taken to open job card, 25%
are satisfied, 23% are delighted and 8% are somewhat dissatisfied.
46% of he customers are satisfied by the attitude of the service personnel, 28%
are very satisfied, 140% are somewhat dissatisfied, 11% are delighted and 1%
very dissatisfied.
51% of the customers are satisfied by the facilities of the service station, 30%
are very satisfied, 11% are somewhat dissatisfied and 8% are delighted.
73% of the customers say that they are being informed if any extra job is
required to their vehicle. Where as 27% of the customers are not informed
about the extra job required for their vehicle.
85% of the customer’s say that the service is being attended correctly to
relevant complaint. Where as 15% feel that the service is not attended correctly
to relevant complaint.
40% of the customers are very satisfied with the solutions to all the problems
reported by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are
delighted and 4% are very dissatisfied.
69
THE HISTORY OF TOYOTA-AT A GLANCE
53% of the customers are very satisfied with the quality of washing, 27% are
satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is very
dissatisfied.
34% of the customers are satisfied with the delivery made from the service
station, 33% are very satisfied. 19% are somewhat dissatisfied, 10% are
delighted and 9% are very dissatisfied 41% of the customers are very satisfied
with the explanation of job done and bill at the time of delivery, 37% are
satisfied, 12% are somewhat dissatisfied and 10% are delighted.
46% of the customers are satisfied with the general appearance of the
workshop, 40% are very satisfied, 8% are delighted, 4% are somewhat
dissatisfied and 2% are very dissatisfied.
42% of the customers are satisfied by the labour and spare parts charge, 42%
are somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and
3% are delighted.
56% of the customers are receiving the service remainders regularly, where as
44% of the customers are not receiving the service remainders regularly.
60% of the customers have been informed about the next service schedule
where as 40% of the customers are not informed about the next service
schedule.
70
THE HISTORY OF TOYOTA-AT A GLANCE
46% of the customers are satisfied with the overall performance of the
workshop 42% are very satisfied, 7% are somewhat dissatisfied, 4% are
delighted and 1% is very dissatisfied.
Recommendations :
Majority of customers like to recommend ETIOS 0 to others. It indirectly reflected that they are all satisfied with the performance of ETIOS.
SUGGESTIONS:
Prompt delivery of the vehicle should be made.
Top priority must be given to taxes and long distance vehicles then local
vehicles.
Facilities like A/C. News papers, Drinking water and weeklies must be
provided and they must be up to the standards in customer waiting room.
Dealer name must advertise it self about its service station by having boarding
mainly at sales point and at customer waiting room.
A separate phone must be made available to deal with customers to inform them
whether the service station is ready to accept their Vehicles for service
71
THE HISTORY OF TOYOTA-AT A GLANCE
The organization must appoint persons to deal with the customers in phone and
to explain the customers about the job done at the time of delivery.
Shelter must be their while going through job card.
The organization must instruct the workers not only to considers the job card
they must also go through the vehicle and if they find and things extra jobs to
be done them they must inform the owner and they must entire it in job card
and then go through the work.
Labour charges should be decreased
Service reminders should be sent regularly
Billing should be made faster.
CONCLUSION:
The overall performance of the services in the workshop is satisfactory to
many of the customers. Nothing in the world can be perfect. Some faults are seen
in the services though not major ones but some of the problems may give side
effect and make cause more trouble in the future. So the problems need to be
identified and solved immediately. Some of the main things are as follows.
Prompt delivery should be made.
Charges are high and need to be decreased.
The efficiency of workers is to be increased.
72
THE HISTORY OF TOYOTA-AT A GLANCE
Check list should be maintained so that any other extra jobs that
the customers are unaware can be solved.
If the problems identified are solved effectively, then the customer
satisfaction level increases on the organization.
ANNEXURE:
CUSTOMER FEED BACK:
Dear sir/Madam
Mr …………….doing my BMS ect of college ========. My
project title is study on Customer satisfaction towords Toyota Satisfaction
SERVICE with reference to Toyota dealer name in Mumbai. I would be
greatly oblige if you can spare your most valuable time to answer the
following questions, which my urge in bringing out this project .
Name of the customer :
73
THE HISTORY OF TOYOTA-AT A GLANCE
Place :
Ph :
E-Mail :
Vehicle Model :
Vehicle Number :
Address :
74
THE HISTORY OF TOYOTA-AT A GLANCE
QUESTIONNARIES:
1. The Vehicle that you previously used [ ]
a) Maruti b) Toyota c) Machindra
d) Not used any vehicle e) Some other vehicle
2. What made you to buy this vehicle [ ]
a) Model b) Price c) Quality
d) Brand name e) Other benefits
3. Are you satisfied about the explanation about the benefits / features/
warranty of the vehicle and the financial schemes and the delivery
procedure at the time of purchase. [ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
4. How is the reception at the time of enquiry by the sales personal [
]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
75
THE HISTORY OF TOYOTA-AT A GLANCE
5. Is it ease of obtaining appointment i.e., are you satisfied with the
reception of the service advisor. [ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
6. Are you satisfied with the time taken to open the job card (work order) [ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
7. How is the attitude of the service personnel [ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
8. Are you satisfied with the facilities of the service station like customer
waiting room etc., [ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
9. Are the services being attended correctly to the relevant complaint [ ]
a) Delighted b) No
76
THE HISTORY OF TOYOTA-AT A GLANCE
10. Are you satisfied with the quality of washing [ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
11. Are you satisfied with the delivery made i.e., Is the delivery made in
times as per the conditions desired by you from service station.[ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
12. Are you satisfied with the explanation if job done and bill at the time of
delivery [ ]
a) Delighted b) Very satisfied c) satisfied
d) Some what dissatisfied e) Very dissatisfied
13. Do you feel labour and spare parts charge reasonable [ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
14. Are you receiving our service reminders regularly [ ]
a) Yes b) No
77
THE HISTORY OF TOYOTA-AT A GLANCE
15. Are you satisfied with the overall performance of the workshop[ ]
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
Sir, I heartfully thank you for sparing your valuable time for me
Place :
Date : Signature.
78
THE HISTORY OF TOYOTA-AT A GLANCE
BIBLIOGRAPHY
Marketing research (third edition, published by Tata McGraw hill, new
delhi).
PROF. G.C.BERI
Marketing Management (the Millennium edition & 8th Edition)
PHILIP KOTLER
79