study on automobile industry & workshop with special reference to Toyota

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


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


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


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


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


6


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


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


CHAPTER-1

INTRODUCTION, RESEARCH AND METHOLODOGY.

9


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


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


Toyota Legacy:

12


13


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


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


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


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


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


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


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


CHAPTER-2

FEATURES OF TOYOTA ETIOS

21


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


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


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


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


Q Class

Sytle

Luxury

Comfort

Performance

Safety

Concept

26


27


28


29


CHAPTER-3

DATA ANALYSIS AND INTERPRETATION.

30


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


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


2. What made you to buy Toyota vehicle.

TABLE – 2


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


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


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


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


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


TABLE – 4


1. Delighted 12 12


3. Satisfied 42 42




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


5. How is the reception at the time of enquiry by the sales personnel ?

TABLE – 4


1. Delighted 12 12


3. Satisfied 42 42




100 100

Inference :


time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied

and 12% had not responded to the above question.

38


CHART – 4

39


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


6. It is ease of obtaining appointment i.e., are you satisfied with the reception of

the service advisor.

TABLE – 5


1. Delighted 11 11


3. Satisfied 30 30



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


CHART – 5

41


Very dissatis-fied

0

10

20

30

40

50

60

11

50

30

9

0

Series1

Satisfaction Level

No

. of

Res

po

nd

ents


7. Are you satisfied with the time taken to open the job card (work order).

TABLE – 6


1. Delighted 23 23


3. Satisfied 25 25



100 100

Inference :

44% of the customers are very satisfied by the time taken to open the job card,


42


CHART – 6

43


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


8. How is the attitude of the service personnel ?

TABLE – 7


1. Delighted 11 11


3. Satisfied 46 46


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


CHART – 7

45


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


9. Are you satisfied with the facilities of the service station like customer waiting

room etc.,

TABLE – 8


1. Delighted 8 8


3. Satisfied 51 51



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


CHART – 8

47


Very dissatis-fied

0

10

20

30

40

50

60

8

30

51

11

0

Series1

Satisfaction Level

No

. of

Res

po

nd

ents


10. Have you been informed about any other extra jobs required for your vehicle

that you are unaware?

TABLE – 9


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


CHART – 9

11. Are the services being attended correctly to the relevant complaint ?

TABLE – 10


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


12. Are you satisfied with the solutions to all the problems reported by you ?

TABLE – 11


1. Delighted 6 6


3. Satisfied 34 34



100 100

Inference :

50

85%

15%

Yes

No


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


13. Are you satisfied with the quality of washing ?

TABLE – 12


1. Delighted 12 12


3. Satisfied 27 27



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


CHART – 12

53


Very dissatis-fied

0

10

20

30

40

50

60

12

53

27

7

1

Series1

Satisfaction Level

No

. of

Res

po

nd

ents


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


1. Delighted 10 10


3. Satisfied 34 34



100 100

Inference :

54


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


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


15. Are you satisfied with the explanation of job done and bill at the time of

delivery.

TABLE – 14


1. Delighted 10 10


3. Satisfied 37 37



100 100

Inference :

56


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


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


16. Is the general appearance of the workshop satisfactory ?

TABLE – 15


1. Delighted 8 8


3. Satisfied 46 46



100 100

Inference :

58


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


17. Do you feel the labour and spare part charge reasonable.

TABLE – 16


1. Delighted 3 3


3. Satisfied 42 42



100 100

Inference :

60


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


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


18. Are your receiving our service reminders regularly ?

TABLE – 17


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


CHART - 17

19. Have you been informed about the next service schedule ?

TABLE – 18


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


CHART – 18

20. Are you satisfied with the overall performance of the workshop.

TABLE – 19


1. Delighted 4 4


3. Satisfied 46 46



100 100

64

60%

40%

Yes

No


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


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


CHAPTER-4

CONCLUSION.

66


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


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.


time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat

dissatisfied and 12% had not responded to the above question.

68


50% of the customers are very satisfied by the reception of the service advisor,


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


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.

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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

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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.

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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 :

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Place :

Ph :

E-Mail :

Vehicle Model :

Vehicle Number :

Address :

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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 [

]



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5. Is it ease of obtaining appointment i.e., are you satisfied with the

reception of the service advisor. [ ]



6. Are you satisfied with the time taken to open the job card (work order) [ ]



7. How is the attitude of the service personnel [ ]



8. Are you satisfied with the facilities of the service station like customer

waiting room etc., [ ]



9. Are the services being attended correctly to the relevant complaint [ ]

a) Delighted b) No

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10. Are you satisfied with the quality of washing [ ]



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.[ ]



12. Are you satisfied with the explanation if job done and bill at the time of

delivery [ ]

a) Delighted b) Very satisfied c) satisfied


13. Do you feel labour and spare parts charge reasonable [ ]



14. Are you receiving our service reminders regularly [ ]

a) Yes b) No

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15. Are you satisfied with the overall performance of the workshop[ ]



Sir, I heartfully thank you for sparing your valuable time for me

Place :

Date : Signature.

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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

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Documents

study on automobile industry & workshop with special reference to Toyota