CHAPTER – I

INTRODUCTION

Customer satisfaction, a term frequently used in marketing, is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction

0
is defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction
goals." It is seen as a key performance indicator within business and is often part of a
Balanced Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy. "Within organizations, customer satisfaction ratings can have
powerful effects. They focus employees on the importance of fulfilling customers‘
expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales
and profitability. These metrics quantify an important dynamic. When a brand has loyal
customers, it gains positive word-of-mouth marketing, which is both free and highly
effective." Therefore, it is essential for businesses to effectively manage customer
satisfaction. To be able do this, firms need reliable and representative measures of
satisfaction. "In researching satisfaction, firms generally ask customers whether their product
or service has met or exceeded expectations.
Thus, expectations are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will likely rate their
experience as less than satisfying. Purpose: A business ideally is continually seeking
feedback to improve customer satisfaction. "Customer satisfaction provides a leading
indicator of consumer purchase intentions and loyalty." Customer satisfaction data are among
the most frequently collected indicators of market perceptions. Their principal used is
twofold." "Within organizations, the collection, analysis and dissemination of these data send
a message about the importance of tending to customers and ensuring that they have a
positive experience with the company‘s goods and services." "Although sales or market share
can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator
of how likely it is that the firm‘s customers will make further purchases in the future. Much
research has focused on the relationship between customer satisfaction and retention. Studies
indicate that the ramifications of satisfaction are most strongly realized at the extremes." On a
five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return
customers and might even evangelize for the firm. (A second important metric related to
satisfaction is willingness to recommend. This metric is defined as "The percentage of
surveyed.
DEFINITIONS

According to Philip Kotler: ―Marketing is the social process by which individuals and group
1
obtain what they need and want through creating and exchanging products and value with
others‖

According to American Marketing Association: ―Marketing is the activity, set of

institutions, and processes for creating, communicating, delivering and exchanging offerings
that have value for customers, clients, partners and society at large‖

According to the Chartered Institute of Marketing: Marketing is ―The management process

responsible for identifying, anticipating and satisfying customer requirements profitably‖
According to University of Pennsylvania ―Marketing is the process of anticipating,
managing and satisfying the demand for products, services and ideas‖

Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall
good relationship with the supplier. In today’s competitive business marketplace, customer
satisfaction is an important performance exponent and basic differentiator of business
strategies. Hence, the more is customer satisfaction; more is the business and the bonding
with customer.

Customer satisfaction is a part of customer’s experience that exposes a supplier’s behavior on

customer’s expectation. It also depends on how efficiently it is managed and how promptly
services are provided. This satisfaction could be related to various business aspects like
marketing, product manufacturing, engineering, quality of products and services, responses
customer’s problems and queries, completion of project, post delivery services, complaint
management etc.

DEFINING CUSTOMER SATISFACTION

Because the concept of customer satisfaction is new to many companies, it’s important to be
clear on exactly what’s meant by the term.
Customer satisfaction is the state of mind that customers have about a company when their
expectations have been met or exceeded over the lifetime of the product or service. The
achievement of customer satisfaction leads to company loyalty and product repurchase. There
are some important implications of this definition:
 Because customer satisfaction is a subjective, no quantitative state, measurement
2
 won’t be exact and will require sampling and statistical analysis.
 Customer satisfaction measurement must be undertaken with an understanding of the
gap between customer expectations and attribute performance perceptions.
 There should be some connection between customer satisfaction measurement and
button-line results.
CONCEPT
“Customer is the king”, some marketing guru rightly says this proverb. In the present
scenario the customer is the driving force for the all activities going on in the organization. If
an organization wants to grow at a remarkable pace, then it has to take a good care of its
customer.
Customer Satisfaction is the individual’s perception of the performance of the products or
services in the relation to his or her expectation.
A customer could experience one of the three brand level of satisfaction. If the performance
falls short of expectations, the customer is dissatisfied, if the performance matches the
expectation the customer is satisfied, and if the performance exceeds expectation, the
customer is highly satisfied, pleased or delighted.
Therefore, customer is delighted or pleased when he is provided goods and services adore his
expectations and then he is highly satisfied or delighted.
Customer satisfaction in 7 steps:
 Encourage face-to-face dealings
 Respond to messages promptly and keep your client informed
 Be friendly and approachable
 Have a clearly-defined customer service policy
 Attention to detail (also known as “the little Niceties”)
 Anticipate your clients need and go out of your way to help them
 Honor your promises

CUSTOMER SATISFACTION PROCESS

The steps customer satisfactions are as follows:

 Determine who your customers are.
 Determine what attributes of your products/ services are most important to your

3
 customer.
 Arrange these attributes in order of importance indicated by your customers.
 Determine your customer’s level of satisfaction with each these attributes.
 The results of customer’s feedback to your processes.
 Develop a set of metrics (measurement) that tell how you are performing and which
areas within the process are having the greatest impact on performance.
 Implement measurement at the lowest possible level in the organization.
 Work on these areas within the process that offer the greatest opportunity to improve.
 Update customer input and feedback on continual basis.
 Maintain open continual communication with all stakeholders on what is being done
why, what results are expected and when.
 Aggregate metrics organization wide into a format for management review on
continual basis.

CUSTOMER SATISFACTION MEASUREMENT TOOLS

In this method a survey is conducted for finding out the attitude of customer and also any

new suggestion is welcomed.

Customer satisfaction measurement includes Quantitative and Qualitative measures, as well

as variety of contact methods with customers.

Qualitative research data collection instruments:

 Depth interview

 Focus interview

Quantitative research data collection instruments:

 Observation method

 Survey method

 Survey by questionnaire

 Telephonic survey

 Personal interview or field survey

4
There are several levels of customers –

 Dissatisfied customer - looking for someone else to provide product or services.

 Satisfied customer – open to the next better opportunity.

 Loyal customer – return despite offers by the competition.

In terms of result at an operational level, Total customer satisfaction means:

 Meeting or exceeding customer requirements,

 Backed by extraordinary service and support,

 Exhibiting flawless quality,

 Delivered precisely when needed, and

 Competitively priced.

OBJECTIVES OF THE STUDY

 To study and understand the key service parameters using Customer Satisfaction and
reflect upon the low performing areas:
 To study about the customer satisfaction on the services provided by the dealers.
 To study the opinion of the customers regarding the availability and cost of spare
parts.
 To study the opinion of customers regarding its features like mileage, price etc.
 To study the effect of advertisement on the customers.
.

5
SCOPE OF THE STUDY
The scope is confirmed only to examine the “Customer Satisfaction “with reference to
Toyota motors ” and to find possible remedies to counteract their competition.

NEED OF THE STUDY

Satisfying customers is the only way to stay competitive in today marketplace. Customers
have an expectation of service and product performance that must be met. The balancing act
between what customers want and what your company can provide must be optimized in
order to maximize your firm’s long-term profits. This occurs in two ways –
 With precise information, companies can focus on issues that truly drive customer
satisfaction. A directed focus often leads to cost reduction because companies can
emphasize improvement in areas of customer concern and de-emphasize focus in
other areas.
 Focusing on motivators of customer satisfaction leads to more loyal customers, who
tend to be the most profitable customers (i.e., repeat business is usually the most
profitable). An inclusive customer satisfaction and loyalty program can, therefore, be

6
 considered a source of future profits.

RESEARCH METHODOLOGY
Research
Researches in common parlance refer to a search for knowledge. Once can also defines
research as a scientific and systematic search for pertinent information on a specific topic. In
fact, research is an art of scientific investigation. Research is an academic activity and as such
the term should be used in a technical sense.
According to Clifford Woody research comprises defining and redefining problems,
formulating hypothesis or suggested solutions; collecting, organizing and evaluating data;
making deduction and reaching conclusions; and at last, carefully testing the conclusion to
determine whether they fit the formulating hypothesis.

“Research provides the basis for nearly all government policies in our economic system”

7
 Universe Toyota car owner of Hyderabad city

Sample Unit Car owner

Sample Size 100 respondents

Type of Research Exploratory research/ Descriptive Research

Sampling Approach Convenience Sampling

Data Collection Primary data and secondary data

Source of Data Primary data : questionnaire, interview, schedule

Secondary data : books, journals, websites and report

Research Tools This includes-

tables
charts (pie-chart, bar graph)
5-pointer Likert scale

LIMITATIONS OF THE STUDY

 Sample size being smaller i.e., 100, May not lead to the generalized result for a longer
population base.
 The study is limited to one branch only.
 Because the information collected from the customers by meeting at company service
centers, during the business hours or at the parking lot where they may or will be busy
with some other work, the information extracted would not be sufficient from the
respondents.
 Customers sometimes find it difficult to express their feeling due to various barriers
and thus the result may be far from reality.
 The time and money are also big constraints in the course of the research process.

8
 CHAPTER – II
REVIEW OF LITERATURE

9
TITLE OF THE PAPER : CUSTOMER SATISFACTION
JOURNAL : SAGE UNIVERSITY, INDORE, INDIA
AUTHOR : ANKUR SAXENA
VOLUME :2

YEAR : JANUARY 2017

ABSTRACT
Academic and corporate interest in customer satisfaction has risen considerably in recent years. This can
be seen by the number of papers published in the related field. To explore the field further, the purpose of
this paper is twofold. First, it offers a literature review on customer satisfaction taking various papers
published into account. Second, it offers a conceptual framework to summarize the research in this field
comprising three parts. As starting point related triggers are identified. This allows putting forward three
distinct strategies: customer satisfaction to create loyalty, Impact of service quality on customer
satisfaction and customer satisfaction and price tolerance. Concept of value addition through innovation to
create satisfaction is also covered by author. Author has examined the body of relevant conceptual and
empirical works in top management outlets, as well as specialty outlets. It’s found that there is widespread
consensus among satisfaction related literature that satisfaction is an evaluative judgment and several
comparison standards have been proposed in the literature but no consensus exists concerning which
standard best predicts customer satisfaction. Both practitioners in companies and academics might find the
review useful, as it outlines major lines of research in the field. Further, it discusses specific features of
customer satisfaction and develops a new model; this should stimulate further research.

10
TITLE OF THE PAPER : CUSTOMER SATISFACTION
JOURNAL : SRI SANKARA ARTS AND SCIENCE
COLLEGE
AUTHOR : R. MAYAKKANNAN
PLACE : CHENNAI

YEAR : APRIL 2020

ABSTRACT

At the time of development of bikes and its commercialization, it couldn't be envisioned that
the bikes would likewise be planned and marketed for ladies too. In any case, the
advancements and mechanical upgradations made it conceivable and another idea rose in the
business for planning the bikes by which woman can be pulled in to it. These days, without
equipped bikes are in sharp interest for both male and female as it is anything but difficult to
ride and handle. The study has been done to assess the customers' satisfaction level about
Honda Activa in Chennai city. The examination depends on essential information which has
been accumulated through an organized poll from 100 respondents of Chennai city. An
accommodation inspecting method has been utilized in this investigation to gather the
information. The demographical portrayal of the respondents has appeared through rate
investigation though, the fulfillment level of the respondents with Honda Activa has been
broke down by the scientist through Garret ranking scale methods. Impacting factors that
effect in purchasing choice of the bicycle has been investigated by the chi-square test.
Surveying high customer t worth would consistently prompt high customer dedication.

11
TITLE OF THE PAPER : CUSTOMER SATISFACTION
JOURNAL : SRI SANKARA ARTS AND SCIENCE
COLLEGE
AUTHOR : ANSAR DEEPTHI NIVASINI
PLACE : CHENNAI

YEAR : 2019, 2018,2017

ABSTRACT

Manahila Ansar(2019) his study was concluded that It can be rightly concluded from the
project that Honda Activa Scooters have done well in establishing their grounds in the
two wheeler industry. They are also known for their comfort and performance and the
satisfaction is high among the students and the working class. Youth is the target of Honda
Activa Scooters and the potential target are the people working in MNCs Deepthi Nivasini
(2018) in their study suggested that the automobile industry has witnessed a steady growth
around the world. With the introduction of new model bikes every year, the Honda Motors
Co. Ltd is committed to satisfying the demands of consumers. The Honda Activa bikes
are produced in such a way that they are more environment friendly and fuel efficient. This
makes the Honda Activa bike a priority in the two-wheeler market. Athulya and Ramya
(2017), have carried out this study to assess the amount of women’s preference towards
Two Wheeler Brands. The outcome was based on 200 consumers selected from Calicut
City of Kerala. Study observed many factors that affect women’s buying behaviour. At the
time of purchasing two-wheeler, women have different choices for two wheelers, but the
purchase decision depends on various factors like product attributes, price, credit facility
and brand. Finally, the study has concluded that Suzuki Access is the leading brand of two
wheeler in Calicut city followed by Honda and Vespa. Study helped the researcher to gain

12
the useful insights about the importance of women’s perceptions.

TITLE OF THE PAPER : CUSTOMER SATISFACTION ON CARS

JOURNAL : SRI SANKARA ARTS AND SCIENCE
COLLEGE
AUTHOR : Arun Mohan, K. Lashami Priya
PLACE : CHENNAI

YEAR : 2016, 2015

ABSTRACT

Arun Mohan (2017) in their article “Honda Activa: a detailed review stated that the ride
quality is one aspect where the Activa needed improvement. The Honda Activa bike does not
address this issue. The Honda Activa bike employs a trailing link suspension at front
which results in the handle bar juddering every time, one rides over broken roads and
telescopic front forks should have been added. Dr. K. Lashami Priya (2016) has
conducted research on customer satisfaction among the users of Honda two wheelers. They
tried to identify the factors which affect to give preference of Honda two wheelers. They
opined that customer retention is the key factor in the success of any business. The study
revealed that most of the customers were satisfied with the brand image and mileage of
Honda bikes. Maintenance cost was considered an important factor and found satisfactory of
the concern. D. Vijyalakshami et al. (2015) have carried out their study on customer
satisfaction with regards to different brands of two wheelers. Their study area was restricted
to Coimbatore city and the respondents were local of that city. They found in their study
that two-wheelers help people to easy and convenient travel of their daily routine as it is
easy to drive and handle. They have also concluded that high price of two-wheelers do not
always give satisfaction to the customers, however, it leads to dissatisfaction some times.

13
TITLE OF THE PAPER : CUSTOMER SATISFACTION TOWARDS
FOUR WHEELER
JOURNAL : DR G SHANKAR GOVERNMENT WOMEN'S
AUTHOR : UMESH MAIYA
PLACE : UDUPI DISTRICT
YEAR : OCTOBER 2020
ABSTRACT
Customer satisfaction is the most important aspect that companies must understand in order
to remain competitive and grow, and it is a part of customer experience that exposes a
supplier’s behavior on customers expectation; this depends on how efficiency it is managed
and how prompt services are provided. India is one of the largest manufacturing and producer
of two-wheeler in the world. The HONDA company producing large number of two-wheelers
hence researcher tried to study the satisfaction of customer towards HONDA four wheeler
with an objective to identify the factor influences the consumer while purchasing the two
wheeler. The study was restricted only to Udupi district. A total of 200 consumers of online
surveyed with structured questionnaire. Indians prefer two-wheeler because of price,
maintenance cost, easy EMI. In this paper researchers found that 79.5% of the respondents
satisfied with services provided by the HONDA Company.

14
TITLE OF THE PAPER : CUSTOMER SATISFACTION USING SIX
SIGMA
JOURNAL : INTERNATIONAL JOURNAL OF PURE AND
APPLIED MATHEMATICAL SCIENCES
AUTHOR : UMESH MAIYA
VOLUME :9
YEAR : 2016

ABSTRACT
The Indian automobile industry is faced with tough competition because of the entry of many
automobile companies. Customer satisfaction being the key element for success in business
has emerged as a major concern for any industry. Six sigma is a way to measure the
probability of manufacturing a product or generating a service with zero defects. The concept
of Six Sigma introduces a new standard of measuring Defects Per Million Opportunities
(DPMO) instead of defects in percentage or in thousands of opportunities. The objective of
study is to analyse the customer satisfaction of two-wheeler users and to study the extent of
preference for bikes. The data collection was through self-prepared questionnaire using
convenience sampling method. The data was analyzed using SPSS and Six Sigma tool. The
result with proper interpretation is presented.

15
 CHAPTER – III
INDUSTRY PROFILE
&
COMPANY PROFILE

INDIAN AUTOMOBILE HISTORY

During the 1920s, cars exhibited design refinement such as pressed-steel wheels, and four-
wheel brakes.

16
The origin of automobile is not certain. In this section of automobile history, we will only
discuss about the phases of automobile in the development and modernization process since
the first car was shipped to India. We will start automotive history from the point of time.
The automobile industry has changed the way people live and work. The earliest of modern
cars was manufactured in the year 1895. Shortly the first appearance of the car followed in
India. As the century turned, three cars were imported in Mumbai (India). Within decade
there were total of 1025 cars in the city.

The dawn of automobile actually goes back to 4000 years when the first wheel was used for
transportation in India. In the beginning of 15th century Portuguese arrived in China and the
interaction of the two cultures led to a variety of new technologies, including the creation of a
wheel that turned under its own power. By 1600s small steam-powered engine models was
developed, but it took another century before a full-sized engine-powered vehicle was
created.
The actual horseless carriage was introduced in the year 1893 by brothers Charles and Frank
Duryea. It was the first internal-combustion motor car of America, and it was followed by
Henry Ford’s first experimental car that same year.
One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce Silver Ghost
that featured a quiet 6-cylinder engine, leather interior, folding windscreens and hood, and an
aluminum body. It was usually driven by chauffeurs and emphasis was on comfort and style

17
rather than speed.
During the 1920s, the cars exhibited design refinements such as balloon tires, pressed-steel
wheels, and four-wheel brakes. Graham Paige OC Phaeton of 1929 featured an 8-cylinder
engine and an aluminum body.
The 1937 Pontiac De Luxe sedan had roomy interior and rear-hinged back door that suited
more to the needs of families. In 1930s, vehicles were less boxy and more streamlined than
their predecessors. The 1940s saw features like automatic transmission, sealed-beam
headlights, and tubeless tires.
The year 1957 brought powerful high-performance cars such as Mercedes-Benz 300 SL. It
was built on compact and stylized lines, and was capable of 230kmh (144moh). This was the
Indian automobile history, and today modern cars are generally light, aero-dynamically
shaped, and compact.
In India there are 100 people per vehicle, while this figure is 82 in China. It is expected that
Indian automobile industry will achieve mass motorization status.
The high growth in the Indian economy has resulted in many foreign car manufacturers
entering the Indian market. Rolls Royce, Bentley and Maybach are examples of the few high
end automobile manufacturers to enter India in the recent years. Chennai is the automobile
capital in India. It has a lot of foreign direct investment in automobile industry. Chennai is
often called as the ‘Detroit of Asia’.
The Indian automobile industry has matured over the years and is now highly competitive
with major Japanese, Korean, European and Indian companies all holding significant market
shares. In addition to foreign models like the Hyundai Santro and the Ford Escort various
indigenous cars like the Tata Indica and the Mahindra and Mahindra SUV, the Scorpio are
also popular. These cars exported to the markets worldwide. An electric car is also
manufactured by a local company, REVA. Tata Motors plans to produce the world’s first air
poured in partnership with MDI of France. The passenger vehicle sales in Indian crossed the
one million marks in 2005. This segment grows at 10-15% annually. Around 85% of the cars
sold in India are financed as against the global overage of 70%. In neighboring China, only
15-20% vehicles are financed. There are only three cars in India for 1000 people in the
United States. Goldman Sachs has predicted that India will have the maximum number of
cars on the planet by 2050 overtaking the United States.
A well-developed transport network indicates a well-developed economy. For rapid
developed a well-developed and well-knit transportation system is essential. As Indian’s
transport network is developing at a fast pace, Automobile Industry is growing too. Also, the
18
industry has strongly background and forward linkages and hence provides employment to a
large section of the population. Thus, the role of Automobile Industry cannot be overlooked
in Indian Economy. All kinds of vehicle are produced by the Automobile Industry. It includes
the manufacture of trucks, buses, passenger, cars, defense vehicles, two wheelers etc. The
industry can be broadly divided into the cars manufacturing, two wheelers manufacturing and
heavy vehicle manufacturing units.

SNIPPETS

 The first automobile in India rolled in1897 in Bombay.

 India is being recognized as potential emerging auto market.
 Foreign players are adding to their investments in Indian auto industry.
 Within two-wheelers, motorcycles contribute 80% of the segment size.
 Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%).
 Tata motor dominates over 60% of the Indian commercial vehicle market.
 2/3rd of auto component production is consumed directly by OEMs.
 India has the largest three-wheeler market in the world.
 India has the largest two-wheeler manufacturer in the world.
 India is the second largest tractor manufacturer in the world.
 India is the fifth largest commercial vehicle manufacturer in the world.
 The number one gold motorcycle manufacturer is in India.

AUTOMOBILE INDUSTRY IN INDIA

The cumulative production data for April-March 2014 shows production growth of 13.83
percent over same period last year. In March 2014 as compared to March 2013, production
grew at a single digit rate of 6.83 percent. In 2013-12, the industry produced 20,366,432
vehicles of which share of two wheelers, passenger vehicles, three wheelers and commercial
vehicles were 76 percent, 15 percent, 4 percent and 4 percent respectively.

The automobile industry in India is the ninth largest in the world with an annual production
of over 2.3 million units in 2008 In 2009, India emerged as Asia's fourth largest exporter of
automobiles, behind Japan, South Korea and Thailand.

19
Following economic liberalization in India in 1991, the Indian automotive industry has
demonstrated sustained growth as a result of increased competitiveness and relaxed
restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti Suzuki
and Mahindra and Mahindra, expanded their domestic and international operations. India's
robust economic growth led to the further expansion of its domestic automobile market which
attracted significant India-specific investment by multinational automobile manufacturers. In
February 2009, monthly sales of passenger cars in India exceeded 100,000 units.

Byronic automotive industry emerged in India in the 1940s. Following the independence, in
1947, the Government of India and the private sector launched efforts to create an automotive
component manufacturing industry to supply to the automobile industry. However, the
growth was relatively slow in the 1950s and 1960s due to nationalization and the license raj
which hampered the Indian private sector. After 1970, the automotive industry started to
grow, but the growth was mainly driven by tractors, commercial vehicles and scooters. Cars
were still a major luxury. Japanese manufacturers entered the Indian market ultimately
leading to the establishment of Maruti Udyog. A number of foreign firms initiated joint
ventures with Indian companies.

In the 1980s, a number of Japanese manufacturers launched joint-ventures for building

motorcycles and light commercial-vehicles. It was at this time that the Indian government
chose Suzuki for its joint-venture to manufacture small cars. Following the economic
liberalization in 1991 and the gradual weakening of the license raj, a number of Indian and
multi-national car companies launched operations. Since then, automotive component and
automobile manufacturing growth has accelerated to meet domestic and export demands

DOMESTIC SALES

The growth rate for overall domestic sales for 2013-12 was 12.24 percent amounting to
17,376,624 vehicles. In the month of only March 2014, domestic sales grew at a rate of 10.11
percent as compared to March 2013.

Passenger Vehicles segment grew at 4.66 percent during April-March 2014 over same period
last year. Passenger Cars grew by 2.19 percent, Utility Vehicles grew by 16.47 percent and
Vans by 10.01 percent during this period. In March 2014, domestic sales of Passenger Cars
grew by 19.66 percent over the same month last year. Also, sales growth of total passenger

20
vehicle in the month of March 2014 was at 20.59 percent (as compared to March 2013). For
the first time in history car sales crossed two million in a financial year.

The overall Commercial Vehicles segment registered growth of 18.20 percent during April-
March 2014 as compared to the same period last year. While Medium & Heavy Commercial
Vehicles (M&HCVs) registered a growth of 7.94 percent, Light Commercial Vehicles grew
at 27.36 percent. In only March 2014, commercial vehicle sales registered a growth of 14.82
percent over March 2013.

Three Wheelers sales recorded a decline of (-) 2.43 percent in April-March 2014 over same
period last year. While Goods Carriers grew by 6.31 percent during April-March 2014,
Passenger Carriers registered decline by (-) 4.50 percent. In March 2014, total Three
Wheelers sales declined by (-) 9.11 percent over March 2013.

Total Two Wheelers sales registered a growth of 14.16 percent during April-March 2014.
Mopeds, Motorcycles and Scooters grew by 11.39 percent, 12.01 percent and 24.55 percent
respectively. If we compare sales figures of March 2014 to March 2013, the growth for two
wheelers was 8.27 percent.

EXPORTS

During April-March 2014, the industry exported 2,910,055 automobiles registering a growth
of 25.44 percent. Passenger Vehicles registered growth at 14.18 percent in this period.
Commercial Vehicles, Three Wheelers and Two Wheelers segments recorded growth of
25.15 percent, 34.41 percent and 27.13 percent respectively during April-March 2014. For
the first time in history car exports crossed half a million in a financial year.In March 2014
compared to March 2013, overall automobile exports registered a growth of 17.81 percent.

India has emerged as one of the world's largest manufacturers of small cars. According to
New York Times, India's strong engineering base and expertise in the manufacturing of low-
cost, fuel-efficient cars has resulted in the expansion of manufacturing facilities of several
automobile companies like Hyundai Motors, Nissan, Toyota, Volkswagen and Suzuki.

21
In 2008, Hyundai Motors alone exported 240,000 cars made in India. Nissan Motors plans to
export 250,000 vehicles manufactured in its India plant by 2013. Similarly, General Motors
announced its plans to export about 50,000 cars manufactured in India by 2013.

In September 2009, Ford Motors announced its plans to setup a plant in India with an annual
capacity of 250,000 cars for US$500 million. The cars will be manufactured both for the
Indian market and for export. The company said that the plant was a part of its plan to make
India the hub for its global production business. Fiat Motors also announced that it would
source more than US$1 billion worth auto components from India.

According to Bloomberg L.P., in 2009 India surpassed China as Asia's fourth largest exporter
of cars.

HISTORICAL INDUSTRY DEVELOPMENTS

Indian is the second largest manufacturer and producer to two wheelers in the World. It
stands next only to Japan and China in terms of the number of V produced and domestic sales
respectively. This destination was achieved due to variety of reason like restrictive policy
followed by the government of India towards the passenger bike industry, rising demand for
personal transport, inefficiency in the public transportation system etc. The Indian two-
wheelers industry made a small beginning in the early 50s when Automobile products of
India (API) started manufacturing scooters in the country. Until 1958, API and Enfield were
the sole producers.
The two –wheelers market was opened were opened to foreign competition in the mid-80s.
And the then market leaders-Escorts and Enfield – were caught unaware by the onslaught of
the 100cc bikes of the four Indo- Japanese joint ventures. With the availability of fuel-
efficiency low power bikes, demand swelled, resulting in Hero Honda –then the only
producer of four stroke bikes (100cc category), gaining a top slot.
The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and Hero
Honda brought in the first two-stroke and four-stroke engine motorcycles respectively. These
two players initially started with assembly of CKD Kits, and later on progressed to
indigenous manufacturing.
The industry had a smooth ride in the 50s, 60s and 70s when government prohibited new
entries and strictly controlled capacity expansion. The industry saw a sudden growth in the
80s. The industry witnessed a steady of 14% leading to a peak volume of 1.9 mn vehicles in

22
1990.
In 1990 the entire automobile industry saw a drastic fall in demand. This resulted in a decline
of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn vehicles. Barring
Hero Honda, all the major producers suffered from recession in FY93 and FY94. Hero
Honda showed a marginal decline in 1992.
The reason for recession in the sector were the incessant rise in fuel prices, high input costs
and reduced purchasing power due to significant like increased production in 1992, due to
new entrants coupled with recession in the industry resulted in companies either reporting
losses or a fall in profits.
The two-wheelers market has had perceptible shift from a buyer’s market to a seller’s market
with a variety of choice, players will have compete on various fronts viz. pricing, technology
product design, and productivity after sale service, marketing and distribution. In the short
term, market shares of individual manufacturers are going to be sensitive to capacity, product
acceptance, pricing and competitive pressures from other manufacturers.
As incomes grow and people grow and people feel the need to own a private means of
transport, sales of two-wheelers will rise. Penetration is expected to increase to
approximately to more than 25% by 2005.

The motorcycle segment will continue to lead the demand for two-wheelers in the coming
years. Motorcycle sale is expected to increase by 20% yoy as compared to 1% growth in the
scooter market and 3% by moped sales respectively for the next two years.

The four-stroke scooters will add new dimension to the two-wheeler segment in the coming
future.

The Asian continent is that largest user of the two-wheelers in the world. This is due to poor
road infrastructure and low per capita income, restrictive policy on bike industry. This is due
to oligopoly between top five players in the segment, compared to thirsty manufacturers in
the bike industry.

INDIAN AUTOMOBILE COMPANIES

Notable Indian automobile manufacturers

 Ashok Leyland
 Chinkara Motors: Beachster, Hammer, Roadster 1.8S, Rockster, Jeepster, Sailster.
 Force Motors

23
  Hindustan Motors: Ambassador.
 Mahindra: Major, Xylo, Scorpio.
 Maruti Suzuki: 800, Alto, WagonR, Estilo, AStar, Ritz, Swift, Swift DZire, SX4,
Omni, Versa, Gypsy
 Premier: Sigma, Roadster, RiO.
 San Motors: Storm
 Tata Motors: Nano, Indica, Indigo, Sumo, Safari, TL.Aria

ELECTRIC CAR COMPANIES IN INDIA

 Ajanta Group
 Mahindra
 Hero Electric REVA
 Tara International
 Tata Motors

NOTABLE MULTI-NATIONAL AUTOMOBILE MANUFACTURERS

Locally manufactured Automobiles of Multi-national Companies

 Audi: A4, A6.

 BMW: 3 Series, 5 Series.
 Chevrolet: Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.
 Fiat: Palio, Grande Punto, Linea.
 Ford: Ikon, Fiesta, Fusion, Endeavour, Figo
 Honda: Jazz, City, Civic, Accord.
 Hyundai: Santro, i10, Getz, i20, Accent, Verna, Hyundai , Sonata.
 Mercedes-Benz: C-Class, E-Class
 Mitsubishi: Lancer, Lancer Cedia.
 Nissan: Micra
 Renault: Logan
 Škoda: Fabia, Octavia, Laura.
 Toyota: Corolla, Innova, Fortuner

24
  Volkswagen: Jetta, Passat, Polo.

CARS SOLD IN INDIA AS CBU (COMPLETELY BUILT UNITS)

 Audi: A8, TT, R8, Q5, Q7.

 Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur,
Mulsanne.
 BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.
 Chevrolet: Captiva
 Fiat: Nuova 500.
 Honda: Civic Hybrid, CR-V.
 Hyundai: Santa Fe.
 Jaguar: XF, XJ, XK.
 Lamborghini: Gallardo, Murciélago.
 Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2
 Maybach: 57 and 62.
 Mercedes-Benz: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-Class,
Viano.
 Mitsubishi: Pajero, Montero, Outlander.
 Nissan: Teana, X-Trail, 307Z.
 Porsche: 911, Boxter, Panamera, Cayman, Cayenne.
 Rolls Royce: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.
 Škoda: Superb.
 Suzuki: Grand Vitara.
 Toyota: Camry, Land Cruiser, Land Cruiser Prado, Prius.
 Volkswagen: Beetle, Touareg.
 Volvo: S80, XC90.

25
TOYOTA MOTOR CORPORATION

Toyota is a Japanese multinational and the world's second largest automaker making
automobiles, trucks, buses, robots and providing financial services through its division Toyota.
Based in Toyota, Aichi, Japanle automaker with net income of $11 billion on year 2006. The
company is part of Toyota Group and is it’s largest. Toyota encompasses Toyota, Lexus,
Scion, and parts of Daihatsu brands, divisions and companies

The company was founded in 1933 by Kiichiro Toyoda as a spin off from his father's
company Toyota Industries to create automobiles. It created its first product Type an engine in
1934 and its first passenger car in 1936. Many analysts believe Toyota will become the
world's largest auto maker in the 2007 calendar-year by total vehicle production and thus
overtaking the current leader General Motors Corporation, with a stated goal of producing 9.4
million vehicles in 2007.Its vehicle production increased by 1.7 million vehicles to little over
9 million in 2006 calendar-year

The Toyota Motor Corporation was founded in September 1933 when Toyoda Automatic
Loom created a new division Devoted to the production of automobiles under the direction Of
the founder's son, Kiichiro Toyoda. Soon thereafter, the Division produced its first Type A
Engine in 1934, which Was used in the first Model A1 passenger car in May 1935 And the G1
truck in August 1935. Production of the Model AA passenger car started in 1936. Early
vehicles bear a Striking resemblance to the Dodge Power and Chevrolet, with some parts

26
actually interchanging with their American originals.
Although the Toyota Group is best known today for its cars, it is still in the textile business
and still makes automatic looms, which are now fully computerized and electric sewing
machines which are available worldwide.

Toyota Motor Co. was established as an independent company in 1937. Although the founding
family name is Toyoda, the company name was changed in order to signify the separation of
the founders' work life from home life, to simplify the pronunciation, and to give the company
a happy beginning. Toyota is considered luckier than Toyoda in Japan, where eight is regarded
as a lucky number, and eight is the number of strokes it takes to write Toyota in Katakana. In
Chinese, the company and its vehicles are still referred to by the equivalent characters
(Traditional Chinese: Simplified Chinese: with Chinese reading. Both transliterations are
correct.

During the Pacific War (World War II) the company was dedicated to truck production for
the Imperial Japanese Army. Because of severe shortages in Japan, military trucks were
kept as simple as possible. For example, the trucks had only one headlight on the centre of
the hood. The war ended shortly before a scheduled Allied bombing run on the Toyota
factories in Aichi.

Replica of the Toyota Model AA, the first production model of Toyota in 1936 After the
war, commercial passenger car production started in 1947 with the model SA. The quality
and production principles on which Toyota is based originated in an education program
from the United States Army in the post-war era. [6] In 1950 a separate sales company,
Toyota Motor Sales Co., was established (which lasted until July 1982). In April 1956 the
Toy pet dealer chain was established.

The following year, the Toyota Crown became the first Japanese car to be exported to the
United States and Toyota's American and Brazilian divisions, Toyota Motor Sales Inc. and
Toyota do Brazil S.A., were also established. Toyota began to expand in the 1960s with a
new research and development facility, a presence in Thailand was established, the 10
millionth model was produced, a Deming Prize and partnerships with Hino Motors and
Daihatsu were also established. By the end of the decade, Toyota had established a
worldwide presence, as the company had exported its one-millionth unit.

27
VISION

Since its foundation, Toyota has been using its Guiding Principles to produce reliable
vehicles and sustainable development of society by employing innovative and high quality
products and services.

Currently, Toyota is employing "Open the Frontiers of Tomorrow" as the slogan for Global
Vision 2020. This slogan expresses the commitment of Toyota and each and every employee
to never be satisfied with the status quo, to create a path to a new world and to work steadily
towards the realization of society's dreams. This progress is to be achieved "through the
energy of people and technology."

MISSION

By seeking harmony between monozukuri and the cycles of nature, Toyota is helping
promote efforts toward finding a harmonious balance between the cycles of nature and the
cycles of industry. We believe that it is our mission to tackle challenges in new fields in order
to achieve this.

WHERE TOYOTA WOULD LIKE TO BE IN 2020

TOYOTA PRODUCTION SYSTEM

A production system which is steeped in the philosophy of "the complete elimination of all
waste” is imbuing all aspects of production in pursuit of the most efficient methods. Toyota
Motor Corporation's vehicle production system is a way of "making things" that is sometimes
referred to as a "lean manufacturing system" or a "Just-in-Time (JIT) system," and has come
to be well known and studied worldwide. This production control system has been
established based on many years of continuous improvements, with the objective of "making
the vehicles ordered by customers in the quickest and most efficient way, in order to deliver
the vehicles as quickly as possible."
The Toyota Production System (TPS) was established based on two concepts: The first is
called "jidoka" (which can be loosely translated as "automation with a human touch") which
means that when a problem occurs, the equipment stops immediately, preventing defective
products from being produced; The second is the concept of "Just-in-Time," in which each
process produces only what is needed by the next process in a continuous flow.

28
 Based on the basic philosophies of jidoka and Just-in-Time, the TPS can efficiently and
quickly produce vehicles of sound quality, one at a time, that fully satisfy customer

requirements.

TPS Concept

 Jidoka   Just-in-Time
Highlighting/visualization of problems -  Productivity improvement making only "what is
Quality must be built in during the needed, when it is needed, and in the amount

29
 manufacturing process.
needed!"
 If equipment malfunction or a defective
 Producing quality products efficiently through the
part is discovered, the affected machine
complete elimination of waste, inconsistencies,
automatically stops, and operators cease
and unreasonable requirements on the production
production and correct the problem.
line.
For the Just-in-Time system to function,
In order to deliver a vehicle ordered by a
all of the parts that are made and supplied
customer as quickly as possible, the vehicle is
must meet predetermined quality
efficiently built within the shortest possible
standards. This is achieved through jidoka.
period of time by adhering to the following:
 Jidoka means that a machine safely stops
 When a vehicle order is received, a production
when the normal processing is completed.
instruction must be issued to the beginning of the
It also means that, should a quality /
vehicle production line as soon as possible.
equipment problem arise, the machine
 The assembly line must be stocked with required
detects the problem on its own and stops,
number of all needed parts so that any type of
preventing defective products from being
ordered vehicle can be assembled.
produced. As a result, only products
 The preceding process must be stocked with
satisfying quality standards will be passed
small numbers of all types of parts and produce
on to the following processes on the
only the numbers of parts that were retrieved by
production line.
an operator from the next process.

Globalizing and Localizing Manufacturing

"Made by TOYOTA" – Aiming for Global Quality Assurance

Since 1957, when the Crown was first exported to the United States, Toyota has expanded the
scope of automobile sales across the entire globe. For over fifty years, Toyota vehicles have
found their way to over 170 countries and regions throughout the world. As their exports
have continued to develop so has the localization of their production bases, in line with a
policy of "producing vehicles where the demand exists". Now there are 51 bases in 26
different countries and regions. In addition, there are design and R&D bases in nine locations
overseas, showing that "from development and design to production, as well as sales and
service, Toyota has now achieved consistent globalization and localization."

30
Among the hurdles that this globalization of production has to overcome, the most important
is quality assurance, which requires that "no matter where Toyota vehicles are made, they
must have the same high level of quality." Toyota doesn't put a label on vehicles which says
"Made in The USA" or "Made in Japan", but instead opts for one label for all: "Made by
TOYOTA." This means that there is a need to spread Toyota's manufacturing philosophy —
the "Toyota Way" — to all of their overseas bases.

Additionally, it is important to minimize support that comes from Japan to let each of the
overseas locations become self-reliant. As an example, the Toyota plant that recently began
production in Texas made maximum use of the know-how from the Toyota plant in Kentucky
which has been cultivated over the past 20 years.

Toyota believes that the way to achieve quality assurance and to spread the "Toyota Way" is
by educating people. So in 2003 the Global Production

Center (GPC) was established within the Motomachi Plant in Toyota City. Furthermore, in
2006, Toyota established regional GPCs in the United States, the United Kingdom and
Thailand to carry out corresponding activities in the North American, European, and Asia-
Pacific regions.

The Toyota Way

Sharing the Toyota Way Values the Guiding Principles at Toyota reflect the kind of company
that Toyota seeks to be. The Toyota Way 2001 clarifies the values and business methods that
all employees should embrace in order to carry out the Guiding Principles at Toyota
throughout the company's global activities.

31
With the rapid growth, diversification and globalization of Toyota in the past decade, the
values and business methods that had been passed on as implicit knowledge were identified
and defined in 2001. Toyota is preparing to operate as a truly global company, guided by a
common corporate culture.

In order to continue fulfilling its role as the backbone of all Toyota operations, the Toyota
Way must evolve amid an ever-changing business environment. Toyota will continue to
update it in the future to reflect changes in the times.

The Toyota Way is supported by two main pillars: "Continuous Improvement" and "Respect
for People". We are never satisfied with where we are and always work to improve our
business by putting forward new ideas and working to the best of our abilities. We respect all
Toyota stakeholders, and believe the success of our business is created by individual effort
and good teamwork.

Human Resources Development by the Toyota Institute

To promote sharing of the Toyota Way, the Toyota Institute was established in January 2002
as an internal human resources development organization. Since 2003, overseas affiliates in
North America (U.S.), Europe (Belgium), Asia (Thailand and China), Africa (South Africa)
and Oceania (Australia) have established their own human resources training organizations
modeled after the Toyota Institute.

Look back at the history of Toyota, starting with the birth of founder Sakichi Toyoda. It
traces the company's development through 1937 from when Toyota Motor Corporation was
established to when the 2 millionth Prius hybrid was sold.

HISTORY OF TOYOTA MOTORS

186 Birth of Sakichi Toyoda.

192
Sakichi Toyoda invents Toyoda Model G Automatic Loom.
4

32
192
Automatic-loom patent is sold to a British company.
9

193
Kiichiro Toyoda begins research on small gasoline-powered engine.
0

193
Automobile Department is established at Toyoda Automatic Loom Works, Ltd.
3

193
The Toyoda precepts are compiled.
5

193
The AA Sedan is completed.
6

193
Toyota Motor Co., Ltd. is established.
7

193
Honsha Plant begins production
8

195
Company faces a financial crisis; Toyota Motor Sales Co., Ltd. is established.
0

195
Suggestion System begins.
1

195
The Toyopet Crown, Toyopet Master and Crown Deluxe are launched.
5

195 The first prototypes of the Crown are exported to the United States; Toyota Motor Sales U.S.A.,

7 Inc. is established.

195
Motomachi Plant begins production.
9

196
Joint Declaration of Labor and Management is signed.
2

196 Toyota wins the Deming Application Prize for quality control.

33
5

196
The Corolla is launched; business partnership with Hino Motors Ltd. begins.
6

196
Business partnership with Daihatsu Motor Co., Ltd. begins.
7

197
Toyota Foundation is established.
4

197
The prefabricated housing business begins.
5

198 Toyota Motor Co., Ltd. and Toyota Motor Sales Co., Ltd. are merged into Toyota Motor

2 Corporation.

198 Joint venture with General Motors (New United Motor Manufacturing, Inc.) begins production

4 in the USA.

198
Toyota Motor Manufacturing, USA, Inc. (present TMMK) begins production.
8

198
The Lexus brand is launched in the USA.
9

199
Toyota Motor Manufacturing (United Kingdom) Ltd. begins production.
2

199
The Prius is launched as the world's first mass-produced hybrid car.
7

199
Cumulative domestic production reaches 100 million vehicles.
9

200
Sichuan Toyota Motor Co., Ltd. begins production in China.
0

34
200
Toyota Motor Manufacturing France S.A.S. begins production in France.
1

200 Toyota enters Formula One World Championship; Tianjin Toyota Motor Co., Ltd. begins

2 production in China.

200
The Toyota Partner Robot is publicly unveiled.
4

200
The Lexus brand is introduced in Japan.
5

200
Worldwide Prius sales top 1 million mark.
8

201 Worldwide Prius sales top 2 million mark; Toyota and Tesla Motors agree on joint EV

2 development.

201 Worldwide Hybrid Vehicle sales top 3 Million mark; Toyota Motor Manufacturing, Mississippi,

3 Inc. begins production in the USA.

201
Worldwide sales of TMC hybrids top 4 million units
4

OVERVIEW

Company Name Toyota Motor Corporation

President and Representative
Akio Toyoda
Director
Company Address  

1 Toyota-Cho, Toyota City, Aichi Prefecture 471-8571,

Head Office Japan
Phone: (0565) 28-2121

1-4-18 Koraku, Bunkyo-ku, Tokyo 112-8701, Japan

Tokyo Head Office
Phone: (03) 3817-7111

35
 4-7-1 Meieki, Nakamura-ku, Nagoya City, Aichi
Nagoya Office Prefecture 450-8711, Japan
Phone: (052) 552-2111

Date founded August 28, 1937

Capital 397.05 billion yen (as of March 31, 2012)
Shareholders Shareholder Composition
Fiscal Year From April 1 to March 31 of the following year
Main Business Activities Motor Vehicle Production and Sales
Business Sites Information on Business Sites
Number of employees (Total in
320,897
affiliated companies)

EXECUTIVES

Chairman and Representative Director Fujio Cho

Kazuo
Vice Chairman and Representative Director Katsuaki Watanabe
Okamoto
President and Representative Director Akio Toyoda
Takeshi
Yukitoshi Funo
Executive Vice President and Representative Uchiyamada
Director Atsushi Niimi Shinichi Sasaki

TOYOTA GROUP

Capital
Company Name Establishment Main products/activities (¥
million)
Manufacture and sales of spinning and
Toyota Industries
Nov. 1926 weaving machines, industrial vehicles and 80,462
Corporation
automobiles; logistics

36
 Manufacture and sales of specialty steel,
Aichi Steel Corporation March 1940 forged steel products and electromagnetic 25,016
parts
Manufacture and sales of machine tools,
JTEKT Corporation Jan. 1921 36,854
auto parts and housing equipment
Manufacture of auto and special vehicle
Toyota Auto Body Co., Ltd. Aug. 1945 10,371
bodies and parts
Business transactions related to various
Toyota Tsusho Corporation July 1948 items in Japan and between foreign 64,936
countries, import and export
Manufacture and sales of auto parts and
Aisin Seiki Co., Ltd. June 1949 45,049
household appliances
Manufacture and sales of electrical
components for automobiles and other
DENSO CORPORATION Dec. 1949 applications, air conditioning equipment 187,457
and general appliances and electrical
appliances
Manufacture and sales of vehicle interior
Toyota Boshoku
May 1950 parts, filters and power train mechanical 8,400
Corporation
parts and textiles
Owning, managing, buying, selling and
Towa Real Estate Co., Ltd. Aug. 1953 23,750
renting out land, management and rental
Toyota Central Research Fundamental research and testing for
and Development Nov. 1960 technical development for the Toyota 3,000
Laboratories, Incorporated Group
Manufacture of automobiles and of
Kanto Auto Works, Ltd. April 1946 equipment and materials for housing 6,850
construction
Manufacture and sales of rubber, plastic
and urethane products, semiconductor
Toyoda Gosei Co., Ltd. June 1949 28,027
related products, electronic products and
adhesives
Hino Motors, Ltd. May 1942 Manufacture and sales of large trucks, 72,717

37
 buses, small commercial vehicles,
passenger vehicles, engines and spare parts
Manufacture and sales of automobiles,
Daihatsu Motor, Co., Ltd. March. 1907 28,404
specialty vehicles and parts

38
39
40
AWARDS
 Commendation for "Significant Achievement in HR Excellence" Award - TKM
CNBC TV 18 - Overdrive Awards 2014(13th Year):
 Manufacturer of the Year – TKM

Zigwheels COTY Awards

 Manufacturer of the Year – TKM
Bloomberg - UTV / Auto Car Awards
Manufacturer of the Year – TKM

Car Indian Car & Bike Awards 2014:

 Manufacturer of the Year – TKM
 Car of the year – Etios
 Mid Size Car of the year - Etios

Awards - 2014

CII-HR Excellence Award 2014

 Commendation for "Significant Achievement in HR Excellence"
Award – TKM

NDTV Car & Bike Awards 2013

 
 Ista Green Award – Prius
 Sub-Compact Sedan of the year – Etios

Subros Car & Bike India Awards 2013

   
 Engine of the year – Altis Diesel
 Green Technology of the year – Prius

41
42
 CHAPTER – IV
DATA ANALYSIS & INTERPRETATION

43
DATA ANALYSIS & INTERPRETATION:
TABLE-I

GENDER

Gender Frequency Percentage

Male 91 91%

Female 9 9%

Total 100

Frequency

Male Female Total

INTERPRETATION:
 The above pie chart reveals that satisfaction based on Gender
 91% respondents were in male category.
 9% respondents were in female category.

44
TABLE-II

CURRENT OCCUPATION

OCCUPATION FREQUENCY PERCENTAGE

Business 52 52%
Service 18 18%
Professional 14 14%
Others 16 16%
Total 100

Occupation
BusinessServiceProfessionalOthersTotal

16%

14%
52%

18%

INTERPRETATION:
 52% respondents were in business category.
 18% respondents were in service category.
 14% respondents were in professional category.
 16% respondents were in another category.

45
TABLE-III

ANNUAL INCOME LEVEL

ANNUAL INCOME FREQUENCY PERCENTAGE

LEVEL
Below 5,00,000 20 20%
500000-1000000 44 44%
1000000-1500000 22 22%
Above 1500000 14 14%
Total 100

Annual Income Level

Below 5 Lacs5-10 Lacs 10-15 Lacs Above 15 Lacs

14%
20%

22%

44%

INTERPRETATION:
 20% respondents were in below 5 lakh categories.
 44% respondents were in 5-10 lakh category.
 22% respondents were in 10-15 lakh category.
 14% respondents were in above 1500000 categories.

46
TABLE-IV

TYPE OF TRANSMISSION

Transmission type Frequency

Manual 70

Automatic 30

Total 100

Sales

30% Manual
Automatic

70%

INTERPRETATION:
 70% respondents were using manual transmission.
 30% respondents were using automatic transmission.

47
TABLE-V

FOR HOW LONG CUSTOMERS ARE USING THESE CARS?

Using experience of car FREQUENCY PERCENTAGE

0-1 year 32 32%
1-3 years 46 46%
3-5 years 18 18%
More than 5 years 4 4%
Total 100

50
46
45

40

35
32
30

25

20 18

15

10

5 4

0
0-1 year 1-3 years 3-5 years More than 5 years

INTERPRETATION:
 32% respondents were using cars from 0-1 year.
 46% respondents were using cars from 1-3 years.
 18% respondents were using cars from 3-5 years.
 4% respondents were using cars more than 5 years.
48
TABLE-V

HOW DO YOU COME TO KNOW ABOUT TOYOTA?

Medium No. of respondents Percentage

Television 10 16.67%

Newspaper 10 16.67%

Family 12 20%

Friends 20 33.33%

Dealers 8 13.33%

Total 60 100%

20

12
10 10
8

television newspaper family friends dealers

television newspaper print friends existing users

INTREPRETATION

It reveals the main source of information to purchase Honda two-wheelers33% came to know
from their friends,20% from their family,16% read it in the newspapers, and 16% saw the adv
on television while 13% came to know about the product from the dealers.

49
FINDINGS
 Toyota enjoys a high patronage from its customers.
 More than 80% of the customers had a good experience of shopping at Galaxy Toyota.
 The satisfaction levels can also measure with the level of recommendations to friends
and associates; it is evident that more than 80% customers are satisfied with the service
offered at Toyota.
 The sale satisfaction index of Galaxy Toyota showroom is 8.4 on scale of ten, which is
exceptionally good, the showroom should persist on high levels of commitment to
maintain the good image it has created. The industry SSI (2003) is 104 out of 126
according to J D Power Asia pacific. And Hyundai scores 105 out of 125.
 Toyota is one of the ten largest companies in the world.
 Enhanced the development of environmentally friendly products
 Developed a new product line-up which responds to the customers’ requirements in
each region
 Friendly vehicles, such as hybrid vehicles

50
SUGGESTION & RECOMMENDATIONS

The overall sales satisfaction index from the study reveals that the company is performing very well and
customers buying are much satisfied with the service given to them.

The only couple problem noticed are:

 Some of the customers have complained about the slack in the delivery process and
timings. Therefore, this is the area which I recommend to the showroom to focus a little
bit more. It needs to improve its delivery process and time. Need to become little quick
and fast.
 Some of the customers have also complained about the after-purchase services provided
by the showroom. Even though the complaints are minor, the showroom needs to
resolve the customer after purchase service issues in order to achieve the customer
satisfaction.

51
 BIBILOGRAPHY
BOOKS

 Romaswamy, V.S. and Namakumari, S. (2009).

Marketing Management (4th edition), New Delhi; Macmillan.
 Chhabra, T.N. and Grover, S.K. (2011).
Marketing Management (4th re-edition), New Delhi; Dhanpat Rai and Co.
 Panda, T.K; (2009).
Marketing Management (2nd re-edition), New Delhi; Excel Book.
 Armstrong, G.and Kotler, Philip (2003).
Marketing: An introduction (6th edition), Singapore, Pearson education hall.
 Kothari,C.R. (2011). Research methodology (2nd re-edition), New Delhi, New age
international (P) limited, Publishers.

JOURNALS

 Mc Douglas, G.H.G and Lévesque (2000), Customer satisfaction with services; Journal
of services
 Marketing, volume 14, number 5, pp. 392-410.

WEBSITES

 http://galaxytoyota.com/facilities.html#
 http://en.wikipedia.org/wiki/Toyota_Kirloskar_Motor
 http://www.priceindia.org/auto/wp-content/uploads/2014/15/Toyota-price-list.jpg
 http://www.toyotabharat.com/inen/about/toyota_awards.aspx
 http://www.toyota-global.com/

52
 http://www.toyota.com/awards.html
 http://www.toyota-global.com

53