toyota project marketing

I

A STUDY ON CUSTOMER SATISFACTION OF TOYOTA CAMRY, TOYOTACOROLLA, TOYOTA QUALIS CUSTOMERS IN

LANSON TOYOTA

By

M.GOWRISHANKAR (41502631030)

OfSRM ENGINEERING COLLEGE

A PROJECT REPORTSubmitted to the

FACULTY OF MECHANICAL ENGINEERING

In partial fulfillment of the requirementsFor the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

ANNA UNIVERSITYCHENNAI- 600 025

JUNE, 2004

II

BONAFIDE CERTIFICATE

Certified that this project report titled “CUSTOMER SATISFACTION OFTOYOTA CAMRY, TOYOTA COROLLA, TOYOTA QUALIS CUSTOMERS INLANSON TOYOTA” Mr. M. GOWRISHANKAR [41502631030] who carried outthe research under my supervision. Certified further, that to the best of my Knowledgethe work reported herein does not form part of any other project or dissertation on thebasis of which a degree or award was conferred on an earlier occasion on this or anyother candidates.

PROJECT GUIDE HEAD OF THE DEPARTMENT

Mr. K. SADASIVAN.BE. MBA Dr.JAYASHREE SURESH MBA.Phd

---------------------------------------------------------------------------

ABSTRACT

The project study was undertaken to study the “customer satisfaction of ToyotaCamry, Toyota Corolla, Toyota Qualis customers in Lanson Toyota “. A sample size of150 consumers from five locations i.e., city was divided in terms of five areas as south,north, east, west and central. The study was conducted on random basis. Questionnaireswere supplied to the respondents to collect the data. The data was analyzed and theinterpreted the findings and suggestions are given in forth coming chapters.

ACKNOWLEDGMENT

I am very glad to thank Prof.R.Venkataramani, Principal, and SRM Engineering Collegefor giving me this opportunity to do this project. I wish to express my sincere thanks andgratitude to Dr. Mrs.Jayashree Suresh, Dean SRM Engineering College. I acknowledgewith thanks for the support and encouragement of prof. K.Sadasivan, B.E., M.B.professor, S.R.M Institute of Management studies,S.R.M Engineering college, forpermitting me to carry out this project and for his valuable guidance as my academicguide. I would like to thank Mr.Eswaran Annamalai (Deputy General ManagerOperations) for helping me to do my project. I would like to extend my thanks toMr.Thambi Radakrishnan (Deputy General Manager Sales) for providing me with thenecessary facilities and support to do my project. Last but not the least, I would like toexpress my salutation to the Almighty and my parents whose grace, I believe, have led tothe successful completion of my project.

III

LIST OF CONTENT

S.NO CONTENT PAGE NO.

1 CHAPTER – 1

1.2 PROFILE OF CAR INDUSTRY 1

1.3COMPANY PROFILE

3

1.4PRODUCT PROFILE

4

1.5NEED FOR STUDY

5

1.6OBJECTIVES

7

2CHAPTER-2

2.1RESEARCH DESIGN

10

2.2DATA COLLECTION

11

2.3SAMPLING SCHEME

14

2.3.1QUESTIONAIRE DESIGN

15

2.3.2STATISTICAL TOOLS USED

16

IV

CHAPTER-3

3.1 DATA ANALYSIS AND INTERPRETATION19

3.2 STATISTICAL ANALYSIS36

3.3 SUMMARY OF FINDING45

3.4 SUGGESTIONS AND RECOMMENDATIONS47

3.5 CONCLUSION49

3.6

3.7

BIBLIOGRAPHY

APPENDIX

50

51

V

LIST OF TABLES

TABLE

NO

TITLE PG NO

3.1.1 CUSTOMERS PERCEPTION REGARDING THE CONVINENCE

IN LANSON TOYOTA

19

3.1.2 CUSTOMERS PERCEPTION REGARDING THE APPOINTMENT 20

3.1.3 CUSTOMERS PERCEPTION REGARDING FACILITIES

OFFERED

21

3.1.4 CUSTOMERS PERCEPTION REGARDING THE KNOWLEDGE

OF SERVICE ADVISORS

22

3.1.5 CUSTOMERS PERCEPTION REGARDING THE OPENING OF

THE JOB CARD

23

3.1.6 CUSTOMERS PERCEPTION REGARDING THE ROUGH

AMOUNT ESTIMATION

24

3.1.7 CUSTOMERS PERCEPTION REGARDING THE PROMISE OF

DELIVERY TIME

25

3.1.8 CUSTOMERS PERCEPTION REGARDING THE WORK DONE 26

3.1.9 CUSTOMERS PERCEPTION REGARDING WARRANTY 27

3.1.10 CUSTOMERS PERCEPTION REGARDING THE CHARGES 28

3.1.11 CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF

THE SERVICE ADVISORS UNDER WARRANTY

29

3.1.12 CUSTOMERS PERCEPTION REGARDING AVAILABILITY OFSPARES

30

3.1.13 CUSTOMERS PERCEPTION REGARDING PRICE CHARGEDOF SPARES

31

3.1.14 CUSTOMERS PERCEPTION REGARDINGTHE REPAIR WORKDONE AT THE FIRST TIME ITSELF

32

3.1.15 CUSTOMERS PERCEPTION REGARDING AFTER SERVICECONTACT

33

3.1.16 CUSTOMERS WILLINGNESS TO RECOMMEND THE DEALER 34

3.1.17 CUSTOMERS PRESTIGIOUS TOWARDS THE DEALER 35

VI

LIST OF CHARTS

CHART

NO

TITLE PG NO

3.1.1 CUSTOMERS PERCEPTION REGARDING THE CONVINENCE IN

LANSON TOYOTA

19

3.1.2 CUSTOMERS PERCEPTION REGARDING THE APPOINTMENT 20

3.1.3 CUSTOMERS PERCEPTION REGARDING FACILITIES OFFERED 21

3.1.4 CUSTOMERS PERCEPTION REGARDING THE KNOWLEDGE

OF SERVICE ADVISORS

22

3.1.5 CUSTOMERS PERCEPTION REGARDING THE OPENING OF

THE JOB CARD

23

3.1.6 CUSTOMERS PERCEPTION REGARDING THE ROUGH

AMOUNT ESTIMATION

24

3.1.7 CUSTOMERS PERCEPTION REGARDING THE PROMISE OF

DELIVERY TIME

25

3.1.8 CUSTOMERS PERCEPTION REGARDING THE WORK DONE 26

3.1.9 CUSTOMERS PERCEPTION REGARDING WARRANTY 27

3.1.10 CUSTOMERS PERCEPTION REGARDING THE CHARGES 28

3.1.11 CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF

THE SERVICE ADVISORS UNDER WARRANTY

29

3.1.12 CUSTOMERS PERCEPTION REGARDING AVAILABILITY OFSPARES

30

3.1.13 CUSTOMERS PERCEPTION REGARDING PRICE CHARGED OFSPARES

31

3.1.14 CUSTOMERS PERCEPTION REGARDINGTHE REPAIR WORKDONE AT THE FIRST TIME ITSELF

32

3.1.15 CUSTOMERS PERCEPTION REGARDING AFTER SERVICECONTACT

33

3.1.16 CUSTOMERS WILLINGNESS TO RECOMMEND THE DEALER 34

3.1.17 CUSTOMERS PRESTIGIOUS TOWARDS THE DEALER 35

VII

1.1 INDUSTRY PROFILE

The history of Indian car industry dates as 1898 when the first car was seenon the streets of India. In pre-independence era cars were freely imported to satisfy thedemand of the British ‘sahebs’ or the affluent few Indians. But premier Automobiles Ltd.(PAL) made first Indian car in 1946 when it started assembling Dodge and Plymouthmodels. In 1949, Hindustan Motors (HM) of G.D. Birla made its first car that was tobecome the ambassador by HM. That was because the Government wanted to develop anindigenous automobile industry, for which it decided to throw out marketers that didn’thave a local factory and keep local manufacturers ‘protected ‘ from foreign competition.Ford, GM [General Motors] and others left the country in 1954. In two decades from1960-80 demands for cars increased from 15,714 to 30,989 at a compounded growth rateof just 3.5% per annum. This duopoly continued till 1983 when Government Decided toget in the car business, with a 74% stake in Maruti Udyog Ltd (MUL), a joint venture (jv)with Suzuki Motors of Japan.

Toyota is the world’s second-largest automobiles manufacturer selling 5.9million vehicles each year in over 160 countries and generating $ 108 billon in annualsales. Our company produces a full range of vehicle models, and employs 246, 700people.

Toyota is also one of the top ten fortune global 500 businesses, and enjoysthe honor of being considered the world’s most admired Car Company. “Our company istoday the undisputed market leader in Japan and Asia, the best selling Non-Americanmake in the U.S.A., and the leading Japanese brand in Europe.

MUL introduced Maruti 800 in 1983 providing a complete facelift to theIndian car industry. The car was launched as a “ peoples car “ with a price tag of Rs40,000. This car was launched as a “peoples car” with a price tag of Rs 40,000. Thischanged the industry’s profile dramatically. Maruti 800 was well accepted by middle-income families in the country and its sales increased from 1200 units in 1984 to morethan 200,000 units in 1999. The models in the car market can be fitted to differentsegments as given below:

CLASSIFICATION CATEGORY MODELSA SMALL CAR

SEGMENTMARUTI 800,ZEN,ALTO,WAGONR,HYUNDAI SANTRO,FIATPALIO,TATA INDICA.

B ENTRY MIDSEGMENT

MARUTI ESTEEM,FORDIKON, FIAT SIENA,HYUNDAI ACCENT

C MID SEGMENT MITSUBISHI LANCER,MARUTI BALENO, OPELASTRA

VIII

C++ PREMIUM MIDSEGMENT

TOYOTACOROLLA,CHEVEROLETOPTRA, SKODA OCTAVIA

D LUXURY SEGMENT MERCEDES BENZ, FORDMONDEO, TOYOTACAMRY,HONDA ACCORD.

MUV MULTI UTILITYSEGMENT

TATA SUMO, MARUTIGYPSY, MAHINDRABOLERO

SUV SPORTS UTILITYSEGMENT

TOYOTAQUALIS,MAHINDRASCORPIO, TATA SAFARI.

1.2 COMPANY PROFILE

Lanson Toyota marches steadily towards customer Ecstasy.

“ Lanson Toyota “ well into the 4 th year of its successful journey is today a name wellcelebrated in the field of automobiles in chennai. As the “Dealer “ of Toyota KirloskarMotor, Lanson Toyota has established its branches in Pondycherry, Vellore andKandhanchavadi. With an expanded family of more than 6500 members Lanson Toyotahas also drawn the attention of all the dealers with a “ Best Dealer for Sales – Award ‘firmly tucked into its sleeve. Being the only dealer selected for “(TSM) TOYOTACUSTOMER SERVICE MARKETING “ The team of Lanson is busy on their toes tryingto bring in revolutionary customer delight concept equivalent to the standards adopted byToyota, Japan.

Another value-adding feature is the 24-HOURS MOBILE HELPLINESERVICE and any time servicing at Lanson Toyota Koyambedu, Kandhanchavadi,Chennai and Pondycherry.

The Toyota family in Lanson Toyota now boasts of my Luxury New ToyotaQualis, Toyota Camry and the latest addition Toyota Corolla. Soon to join these wondersof Japan are the Toyota Land Cruiser and Toyota Land Cruiser Prado.

The secret of success is a simple equation:

CSP + ESP = 200% SUCESS

[CUSTOMER SATISFACTION PROGRAM + EMPLOYEE SATISFACTIONPROGRAM always lead to SUCESS.]

In the words of Mr. M. Lankalingam Managing Director, “ We strongly believethat customer delight and employee satisfaction are the corner stone of Lanson Toyota’ssuccess”.

IX

To this effect various customer delight programs have of delighting customerssimultaneously aiding a worthy cause. For Eg Free VVIP passes were given culturalprogram to aid orphanage in the year 2001-2002.

Cultivating attitudes and attaining high goals are a part of the values imbibed inthe staff of Lanson Toyota. Various Lectures, in –housing training, spoken Englishclasses etc are conducted for the staff.

The Lanson Toyota has carved a niche of success and achievement and looksforward to give the ULTIMATE in customer delight.

1.3 PRODUCT PROFILE

TOYOTA

QUALIS COROLLA CAMRY

TOYOTA QUALIS :

Designed to be an extension of your personality, the Qualis will thrillyou from the moment you first lay eyes on it. The newly designed exterior isbreathtakingly stunning. With sleeker looks and more luxurious trimmings, the Qualiswill announce your arrival in style, wherever you go. And every time you get in, you willbe pleasantly surprised at the luxury and the finer touches evident in every inch. Just getin, and you’ll want to say it’s ‘ My Luxury Qualis’.

TOYOTA COROLLA :

It is one of the highest-selling cars in the world. With over 30 millioncars sold worldwide, the corolla comes with high expectations. Adapted for Indianconditions. It brings the style, comfort and performance of a world-class sedan, backedby Toyota’s legendry reliability. The corolla is powered by a 1.8- litre DOHC VVTi engine thatdevelops a whooping 125 ps. Delivery of power is smooth and seamless. Thanks tooptimal timing achieved by using Toyota’s properietry VVT-i [ VARIABLE VALVETIMING INTELIGENT] technology.

X

TOYOTA CAMRY:

Toyota presents a benchmark in driving experience. The Camry. It is acar that ushers in a whole new standard in design excellence. To make it a symbol ofperfection as defined by Toyota. An automobile that will give owners a new sense ofluxury and comfort founded on Toyota’s total commitment to exceptional quality. Withtechnical workmanship and enhanced technological performance that far surpassescompeting automobiles competing automobiles. Take it for a spin. And know perfection.

1.4 NEED FOR THE STUDY

GAPS MODEL

GAP [1] Between consumer expectation and management perception :

Management does not always correctly perceive what customers want.Administration may think want a better service provided to customer, but customer maybe more concerned with service advisor responsiveness.

GAP [2] Between management perception and service quality specification:

Management might correctly perceive customers wants butnot set aperformance standard. Administration may tell the service advisors to give fast servicewithout specifying it in minutes.

GAP [3] Between service quality specification s and service delivery:

Personnel might be poorly trained, or incapable or unwilling to meet thestandard, or they may be held too conflicting standards, such as taking time to listen tocustomers and serving them fast.

GAP[4] Between service delivery and external communications:

Consumers expectations are affected by statements made by companyrepresentatives and ads. If the service department produces a broacher, which promisesthe best service delivery, but when the customer arrives the expectation is not meet.

GAP [5] Between perceived service and expected service:

XI

This gap occurs when the consumers misperceives the service quality .

SERVICE QUALITY MODEL

PERSONAL NEEDS

EXPECTED SERVICE

PAST EXPERIENCEWORD OF MOUTHCOMMUNICATION

EXTERNALCOMMUNICATIONS TO

CONSUMERS

PERCEIVED SERVICE

SERVICE DELIVERY

[INCLUDING PRE & POSTCONTACTS]

MANAGEMENTPERCEPTIONS OF

CONSUMEREXPECTATIONS

TRANSLATION OFPERCEPTIONS INTOSERVICE QUALITYSPECIFICATIONS

GAP 5

GAP 2

GAP 3

GAP 1

GAP 4

XII

1.5 OBJECTIVES:

PRIMARY OBJECTIVE:

To study the functions influencing in choosing a particular car dealer.

To analyze the overall satisfaction level regarding the services of offered by LansonToyota.

SECONDRY OBJECTIVE:

To analyze the post purchase behavior experience of the customer.

To study the customer satisfaction regarding after sales service.

To find out the employees relationship with customers.

To suggest suitable remedies if needed.

1.7 LIMITATION OF THE STUDY

A good report sets the results of the study but every project has its ownlimitations, which can be generated as follows.

One of the major limitation factor was the time factor . In a limited time it was avery difficult to study large samples. So only a small sample size was taken,which is not adequate for such compressive and intensive study.

The study is only restricted to chennai branch only.

The different views and opinions provided by the respondents are subjected topersonal bias.

In spite of these limitations, the researcher hopes that the study wouldreveal some valuable information, which might be taken into consideration bothprofessionally and academically.

The study has the following constraints

1. The sample sizes are restricted to 300 respondents, due to the time and financial

constraints.

2. Convenience sampling has its own limitations, being biased and unsatisfactory.

XIII

3. 300 customers sample cannot be generalized.

4. The study is conducted considering the prevailing condition which are subjected

to change in future.

5. Also less cooperation from the respondents.

CHAPTER 2

2.1 RESEARCH DESIGN :

The study is intended to analyze the customers perception towards servicequality provided by Lanson Toyota. The researcher conducted the survey to see the aftersales service satisfaction and also to see the attitude of staff towards the customers. Anattempt is also made to asses the satisfaction level of customers and their suggestions toupgrade performance. Hence , this study design is descriptive in nature.

Research Methodology is simply the plan of action for a research which explains

in detail how data is to be collected, analyzed and interpreted.

Data becomes information only when a proper methodology is adopted. Thus we

can say Methodology is a tool which process the date to a reliable information. The

present chapter attempt to highlight the research methodology adopted in this project.

A research design is a arrangement of conditions for collection and analysis of

data in a manner that aims to combine relevance to the research purpose with economy in

procedure.

Fundamental to the success of may research project is the sound research design

A research design is purely and simply the framework and plan for the study thatguides the collection and analysis of data. It is a blue print that is followed in completinga study

Out of the research design said above the research design took for the study was

Exploratory Research Design

XIV

Exploratory Research Design

The Exploratory Research throws light on defining a problem, in discovering new

ideas, and sights deep into the problem at hand.

2.2 DATA COLLECTION :

As this survey is to find out purely the perception of the customers, only primary data iscollected from the customers. The Researcher himself contacted the customers to collectthe required information

Data Collection Methods

There are two different methods for collection of data to conduct this exploratory study.

1. Primary Data Collection Method

2. Secondary Data Collection Method

In this study the primary data collection method have been used to collect data.

Now let us see about the primary data collection method

Primary Data Collection

Primary data are those which are collected a fresh and for the first time, and thus happen

to be original in character. In this study Primary Data collection method has helped the

researcher to a great extent in arriving at the results

METHODS OF PRIMARY DATA COLLECTION

THERE ARE THREE METHODS OF COLLECTING PRIMARY DATA

1. Survey

2. Observation

3. Experiments

Among these, the method adopted for the study was Survey Method

XV

SURVEY METHOD

Survey method is the systematic gathering of data from the respondents survey is

the most commonly used method of primary data this is widely used because of its

1. Extreme Flexibility

2. Reliability

3. Easy Understandability

The main purpose of survey is facilitate understanding or enable prediction of

some aspects of the population being surveyed

SURVEY TECHNIQUEThe technique used for conducting the survey is called Survey Technique.

The technique that has been used in this survey is the Personal Interview.

DATA COLLECTION METHOD

The instrument used to collect data for the study was the structured

questionnaire.

SAMPLING

Sampling may be defined as the selection of some part of an aggregate or

totality. On the basis of which a judgment or inference about the aggregate or totality is

made. Research conducted by considering only a few units of population is called as

Sampling. Sampling is an important and persuasive activity.

XVI

METHODS OF SAMPLING

In this study non-probability sampling has been adopted. Under the non-

probability sampling convenience sampling has been taken for the purpose of study

CONVENIENCE SAMPLING

The sampling units are chosen primarily on the basis of convenience to the

researcher is known as Convenience Sampling

SAMPLE SIZE

One can say that the sample must be an optimum size that it is should be

neither excessively large nor too small. Technically, the sample size should be large

enough to give a confidence interval of desired width and as such the size of the sample

must be chosen by logical process before sample is taken from the universe.

In order to extract much feasible results through the study. A sample size

of 300 has been taken for the study.

2.3 SAMPLING SCHEME :

Sampling design of the study consist of two steps

a) Selection of the study area.

b) Selection of the sample size

a) SELECTION OF THE STUDY AREA :

The study was full and full in house project, so the study area wascomplete chennai Lanson Toyota showroom.

b) SELECTION OF THE SAMPLE SIZE:

Since the population is large, to anlayze the customer perceptiontowards the service quality a sample of 300 is selected. The customer was selected onthe basis of convenience sampling technique.

XVII

2.4 QUESTIONNAIRE DESIGN

The required information was collected through a well-structuredquestionnaire.

The structured questionnaire of this study included the following

a) Closed ended question

b) Open ended question

a) Closed ended question;

In this type both questions and its respective answers are arranged in astructured pattern. This includes.

i) Rating Scale

ii) Dichotomous Questions

b) Rating Scale : These type of question helps to rate the customer perception The no of question in the study are from 1 to 15.

Dichotomous Question:

Dichotomous Question allows for only two possible answers “yes” and“no”.

These type of question is the study are 16 & 18.

2.5 STATISTICAL TOOLS USED FOR ANALYSIS

ANALYSIS OF VARIANCE (ANOVA) (ONEWAY )

It is a statistical technique designee to test whether the means of morethan two qualitative populations are equal; H consists of classifying andcross-statistical results and testing whether the ,means of a specifiedclassification differ significant.

The null hypothesis is,

Ho : µ1 = µ2 = .......................................... = µk

H1 : µ2 = µ2 = .......................................... = µk

XVIII

The arithmetic mean of population from which the K sample wasrandomly drawn is equal to one another.

The variance ratio

Between Column VarianceF = -------------------------------------- Within Column Variance

Analysis of variance table : One-Way classification

Source ofVariance

Sum of Squares Degree ofFreedom

Variance

BetweenVariable

SSC (C-1) (C-1)/SSC

Within Variable SSI (C-1)(r-1) (C-1)(r-1)/SSE

Between VarianceCalculated F = ------------------------- Within Variance

If the calculated value of F< Tabulated Value, we accept NullHypothesis else we reject Null Hypothesis.

Chi-Square Test

The chi-square test is one of the simplest tests and most widely usednon-parametric test in statistical tests in statistical work. The quantity ofchi-square describes the magnitude of the discrepancy between theory andobservation.

a. Goodness of fit

When the observed frequencies obtained under some experiment andwe want to test if the experimental results support a particular hypothesisof theory.

Karl Pearson developed a test for testing the significant ofdiscrepancy between experimental values and the theoretical valesobtained under some theory or hypothesis. This test is known as Chi-Square test of goodness of fit.

XIX

n (O-E)2 X2 = ∑ ---------- I = 1 E

O = Observed frequency

E = Expected Frequency

Degree of freedom = n-1

It is used to test whether differences between observed andexpected frequency are significant.

CHAPTER - 3

3.1 DATA ANALYSIS & INTERPRETATIONTABLE 3.1.1:

CUSTOMERS PERCEPTION REGARDING THE CONVENIENCE INLOCATION.

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

123 41.0

AGREE[ 4 ]

64 21.3

NEITHER AGREE NORDISAGREE [ 3 ]

95 31.7

DISAGREE[ 2 ]

14 4.7

STRONGLY DISAGREE[ 1 ]

4 1.3

AVERAGE3.96

XX

INFERENCE :

Shows the customer’s opinion about the convenience of the location of the dealer.From the above table it can be inferred that 41% of the respondent strongly agree, 21.3%of the respondent agree,4.7 of the respondent disagree and 1.3% of the respondentstrongly disagree. The average response is 3.96 i,e.4 which means agree. Thus thecustomers are satisfied with the location.

CHART 3.1.1: CUSTOMERS PERCEPTION REGARDING THE CONVINENCE INLOCATION.

TABLE 3.1.2:

CUSTOMERS PERCEPTION REGARDING THE FACILITIES OFFERED.

CHART 1CHART 1

12364 95

14 40

100200

5 4 3 2 1

SATISFACTORY LEVELSATISFACTORY LEVEL

NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXI

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

208 69.3

AGREE[ 4 ]

79 26.3


13 4.3

DISAGREE[ 2 ]

- -


- -

AVERAGE4.65

CHART 2CHART 2

20879 13 0 0

0200400

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXII

INFERENCE :

Shows the customer’s opinion about the facilities provided like customer lounge,tea/coffee, snacks,etc. from the above table it can be inferred that 69.3% of therespondent strongly agree, 26.3% of the respondent agree. The average response is 4.64i,e.5 which means agree. Thus the customers are highly satisfied with the facilitiesprovided by Lanson Toyota.

CHART 3.1.2 : CUSTOMERS PERCEPTION REGARDING THE FACILITIESOFFERED.

TABLE 3.1.3:CUSTOMERS PERCEPTION REGARDING THE APPOINTMENT.

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

157 52.3

AGREE[ 4 ]

108 36.0


35 11.7

DISAGREE[ 2 ]

- -


- -

AVERAGE4.41

XXIII

INFERENCE : Shows the customer’s opinion about the appointment procedures. Fromthe above table it can be inferred that 52.3% of the respondent strongly agree, 36% of therespondent agree. The average response is 4.41 i,e.5 which means agree. Thus thecustomers are satisfied with the appointment procedures by Lanson Toyota.

CHART 3.1.3 : CUSTOMERS PERCEPTION REGARDING THE APPOINTMENTPROCEDURES.

TABLE 3.1.4:

CUSTOMERS PERCEPTION REGARDING THE KNOWLEDGE OF THESERVICE ADVISORS.

CHART 3CHART 3

157108

35 0 00

100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXIV

INFERENCE : Shows the customer’s opinion about the knowledge of the servicesadvisors. From the above table it can be inferred that 52.3% of the respondent stronglyagree, 42.3% of the respondent agree. The average response is 4.47 i,e.4 which meansagree. Thus the customers are satisfied with the knowledge of service advisors in LansonToyota.

CHART 3.1.4 : CUSTOMERS PERCEPTION REGARDING THE KNOWLEDGE OFTHE SERVICE ADVISORS.

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

157 52.3

AGREE[ 4 ]

127 42.3


16 5.3

DISAGREE[ 2 ]

- -


- -

AVERAGE4.47

CHART 4CHART 4

15712716 0 0

0100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXV

TABLE 3.1.5:CUSTOMERS PERCEPTION REGARDING THE OPENING OF THE JOBCARD.

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

122 40.7

AGREE[ 4 ]

134 44.7


39 13.0

DISAGREE[ 2 ]

5 1.7


- -

AVERAGE4.24

XXVI

INFERENCE : Shows the customer’s opinion about the opening of the job card. Fromthe above table it can be inferred that 40.7% of the respondent strongly agree, 44.7% ofthe respondent agree and 1.7% of the respondent disagree. The average response is 4.24i,e.4 which means agree. Thus the customers are satisfied with the opening of the job cardin Lanson Toyota.

CHART 3.1.5 : CUSTOMERS PERCEPTION REGARDING THE OPENING OF THEJOB CARD.

TABLE 3.1.6:

RATING RESPONSE PERCENTAGE

STRONGLY AGREE[ 5 ]

113 37.7

AGREE[ 4 ]

159 53.0


20 6.7

DISAGREE[ 2 ]

8 2.7


- -

AVERAGE 4.26

CHART 5CHART 5

12213439 5 0

0100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXVII

CUSTOMERS PERCEPTION REGARDING THE ROUGH AMOUNT ESTIMATION.

INFERENCE : Shows the customer’s opinion about the rough amount estimation. Fromthe above table it can be inferred that 37.7% of the respondent strongly agree, 53% of therespondent agree and 2.7% of the respondent disagree. The average response is 4.26 i,e.4which means agree. Thus the customers are satisfied with the rough amount estimationLanson Toyota.

CHART 3.1.6 : CUSTOMERS PERCEPTION REGARDING THE ROUGH AMOUNTESTIMATION.

TABLE 3.1.7:

CHART 6CHART 6

113159

20 8 00

100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXVIII

CUSTOMERS PERCEPTION REGARDING THE PROMISE OF DELIVERYTIME

INFERENCE : Shows the customer’s opinion about the delivery time . From the abovetable it can be inferred that 35% of the respondent strongly agree, 43% of the respondentagree and 3% of the respondent disagree. The average response is 4.1 i.e, 4 which meansagree. Thus the customers are satisfied with the delivery time promise in Lanson Toyota.

CHART 3.1.7 : CUSTOMERS PERCEPTION REGARDING THE ROUGH AMOUNTESTIMATION.

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

105 35.0

AGREE[ 4 ]

129 43.0


57 19.0

DISAGREE[ 2 ]

9 3.0


- -

AVERAGE 4.1

CHART 7CHART 7

10512957

9 00

100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXIX

TABLE 3.1.8:CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OF THEWORK DONE

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

113 37.7

AGREE[ 4 ]

121 40.3


55 18.3

DISAGREE[ 2 ]

11 3.7


- -

AVERAGE4.12

XXX

INFERENCE : Shows the customer’s opinion about the explanation of the work done .From the above table it can be inferred that 37.7% of the respondent strongly agree,40.3% of the respondent agree and 3.7% of the respondent disagree. The averageresponse is 4.12 i.e, 4 which means agree. Thus the customers are satisfied with theexplanation of the work done in Lanson Toyota.

CHART 3.1.8 : CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OFTHE WORK DONE.

TABLE 3.1.9:CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OFWARRANTY

CHART 8CHART 8

11312155 11 0

0100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXXI

INFERENCE : Shows the customer’s opinion about the explanation of the work done .From the above table it can be inferred that 19% of the respondent strongly agree, 52% ofthe respondent agree and 29% of the respondent disagree. The average response is 3.9 i.e,which means agree. Thus the customers are satisfied with the explanation of the workdone in Lanson Toyota.

CHART 3.1.9 : CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OFWARRANTY.

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

57 19.0

AGREE[ 4 ]

156 52.0


87 29.0

DISAGREE[ 2 ]

- -


- -

AVERAGE 3.9

CHART 9CHART 9

57156

870 0

0100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXXII

TABLE 3.1.10:CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OF THECHARGES

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

- -

AGREE[ 4 ]

- -


149 49.7

DISAGREE[ 2 ]

148 49.3


3 1.0

AVERAGE2.49

XXXIII

INFERENCE : Shows the customer’s opinion about the charges . From the above table itcan be inferred that 1% of the respondent strongly disagree, 49.3% of the respondentdisagree. The average response is 2.49 i.e, which means disagree. Thus the customers aredissatisfied with the charges done in Lanson Toyota.

CHART 3.1.10 : CUSTOMERS PERCEPTION REGARDING THE EXPLANATIONOF THE CHARGES.

TABLE 3.1.11:CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF THESERVICE ADVISORS UNDER WARRANTY

CHART 10CHART 10

0 0

149148

30

100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXXIV

INFERENCE : Shows the customer’s opinion about the attitude of the service advisorsunder warranty . From the above table it can be inferred that 38% of the respondentstrongly disagree, 46.7% of the respondents agree and 1.7% of the respondent disagree.The average response is 4.21 i.e, 4 which means disagree. Thus the customers aresatisfied with the attitude of service advisors during the period of warranty in LansonToyota.

CHART 3.1.11 : CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

114 38.0

AGREE[ 4 ]

140 46.7


41 13.7

DISAGREE[ 2 ]

5 1.7


- -

AVERAGE4.21

CHART 11CHART 11

11414041 5 0

0100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXXV

SERVICE TABLE 3.1.12:CUSTOMERS PERCEPTION REGARDING THE AVAILABILITY OF SPARES

INFERENCE : Shows the customer’s opinion about the availability of spares. From theabove table it can be inferred that 36% of the respondent strongly agree, 47% of therespondents agree and 1.7% of the respondent disagree. The average response is 4.21 i.e,4 which means disagree. Thus the customers are satisfied with the attitude of serviceadvisors during the period of warranty in Lanson Toyota.

CHART 3.1.12 : CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OFSERVICE ADVISOR

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

107 36

AGREE[ 4 ]

143 47


35 12

DISAGREE[ 2 ]

9 3


6 2

AVERAGE4.12

CHART 12CHART 12

11414041 5 0

0100200

5 4 3 2 1


NO

OF

N

O O

F

CU

ST

OM

ER

CU

ST

OM

ER

SS

SATISFACTORY LEVEL

XXXVI

TABLE 3.1.13:CUSTOMERS PERCEPTION REGARDING THE PRICE CHARGED OF THESPARES

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

11 4

AGREE[ 4 ]

30 10


85 28

DISAGREE[ 2 ]

74 25


100 33

AVERAGE2.26

XXXVII

INFERENCE : Shows the customer’s opinion about the price charged of the spares.From the above table it can be inferred that 4% of the respondent strongly agree, 10% ofthe respondents agree and 25% of the respondent disagree and 33% of respondentsstrongly disagree. The average response is 2.26 i.e, 2 which means disagree. Thus thecustomers are dissatisfied with the price spares in Lanson Toyota.

CHART 3.1.13 : CUSTOMERS PERCEPTION REGARDING THE PRICE CHARGEDOF THE SPARES.

TABLE 3.1.14:CUSTOMERS PERCEPTION REGARDING THE REPAIR WORK DONE ATTHE FIRST TIME ITSELF

CHART 13CHART 13

11 30

85

74

100

5 4 3 2 1

XXXVIII

INFERENCE : Shows the customer’s opinion about the repair work done at the firsttime itself. From the above table it can be inferred that 31% of the respondent stronglyagree, 31% of the respondents agree, 18% of the respondent disagree and 6% ofrespondents strongly disagree. The average response is 3.63 i.e, which means some whatagree. Thus the customers satisfied with the repair work done at the first time itself inLanson Toyota.

CHART 3.1.14 : CUSTOMERS PERCEPTION REGARDING THE PRICE CHARGED

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ]

92 31

AGREE[ 4 ]

94 31


43 14

DISAGREE[ 2 ]

53 18


18 06

AVERAGE3.63

CHART 14CHART 14

92

94

43

53185 4 3 2 1

XXXIX

OF THE SPARES. TABLE 3.1.15 :CUSTOMERS PERCEPTION REGARDING AFTER SERVICE CONTACT

INFERENCE : Shows the customer’s perception regarding after service contact. Fromthe above table it can be inferred that 39% of the respondent strongly agree, 26% of therespondents agree, 11% of the respondent disagree and 14% of respondents stronglydisagree. The average response is 3.64 i.e, which means some what agree. Thus thecustomers are somewhat satisfied with the after service contact in Lanson Toyota.CHART 3.1.15 : CUSTOMERS PERCEPTION REGARDING AFTER SERVICECONTACT.

RATINGRESPONSE

PERCENTAGE

STRONGLY AGREE[ 5 ] 118

39

AGREE[ 4 ]

77 26


29 10

DISAGREE[ 2 ]

33 11


43 14

AVERAGE3.64

118

77

29

33

43

5 4 3 2 1

CHART 15

XL

TABLE 3.1.16CUSTOMERS WILLINGNESS TO RECOMMEND THE DEALER

INFERENCE : Shows that 84% of the customers are willing torecommend and 16% of them are saying no.

CHART 3.1.16 : Customers willingness to recommend the dealer

RESPONSENO OFCUSTOMERS PERCENT

AGE

NO 47 16

YES 253 84

XLI

0102030405060708090

NO OFCUSTOMERS

NO

YES

3-D Column 3

TABLE 3.1.17CUSTOMERS PRESTIGIOUS TOWARDS THE DEALER

RESPONSENO OFCUSTOMERS PERCENT

AGE

NO 9 3

YES 291 97

XLII

INFERENCE : Shows that 97% of the customers are prestigious to be Lanson Customer and 3% of them are saying no.

CHART 3.1.17 : Customers prestigious towards the dealer.

0

50

100

150

200

250

300

NO OFCUSTOMERS

NO

YES

3.2 STATISTICAL ANALYSIS

CHI-SQUARE ANALYSIS

Ho – There is no significant relationship between service level of the dealer and satisfaction level of the customer.H1 – There is significant relationship between service levels of the dealer and satisfaction level of the customer.

XLIII

TOTAL 421 629 1050

EXPE

COMPARATIVE AANALYSIS BETWEEN SERVICE LEVEL OFTHE DEALER AND SATISFACTION LEVEL OF CUSTOMERS

FREQUENCY

150 * 421 150 * 629 = 60.14 = 89.85 1050 1050

FACTORSYES NO TOTAL

A] REGARDING THE CONVINENCE INLOCATION

30120

150

B] REGARDING THE FACILITIESOFFERED

10050

150

C] REGARDING THE APPOINTMENTPROCEDURES

25125

150

D] RGARDING THE KNOWLEDGE OFSERVICE ADVISOR

40110

150

E] REGARDING THE KNOWLEDGE OFJOB CARD

18132

150

F] REGARDING THE ROUGH AMOUNTESTIMATION 128

22 150

G] REGARDING THE PROMISE OFDELIVERY TIME 90

70 150

XLIV

OBESERVEDFREQUENCY [ O ]

EXPECTEDFREQUENCY [ E ]

[O-E] [O-E]2

[O-E]2 / E

30 60.14 -30.14 908.4

15.1

120 89.8530.15 909.0

10.1

100 60.1439.86 1588.8

26.4

50 89.85 -39.85 1588.0

17.6

25 60.1435.14 1234.8

20.5

125 89.8535.15 1235.5

13.7

40 60.1420.14 405.6

6.7

110 89.8520.15 406.0

4.5

18 60.14 -42.14 1775.7

29.5

132 89.8542.15 1776.6

19.7

128 60.1467.86 4604.9

76.5

22 89.85 -67.86 4603.6

51.2

80 60.14 394.4 6.5

XLV

19.86

70 89.85 -19.85

394.0 4.3

TOTAL 302.3

INTERPRETATION :

A calculated Chi-Square value is 302.3. The tabulated value with degree offreedom at .05 level of significance is 12.59. Since the calculated value is ( 302.3 ) isgreater than the tabulated value ( 12.59 )So we reject the null hypothesis. There issignificant relationship between service level of the dealer and satisfaction level ofcustomer.

ANOVA [ ANALYSIS OF VARIANCE ]

H0 : There is no significant relationship between customer satisfaction and service offerings.H1 : There is significant relationship between customer satisfaction and service Offerings.

XLVI

SATISFACTION LEVEL :

STRONGLYAGREE

AGREE DISAGREE

PRICE 91 4 55

PRODUCTQUALITY

113 0 37

BRAND POWER 75 4 71

AFTER SALESSERVICE

21 118 11

RECURRINGMAINTANENCECOST

82 2 66

XLVII

ΣX1 [ΣX1]2 [ΣX2] [ΣX2]2 [ΣX3] [ΣX3]2

91 8281 4 16 55 3025

113 1276.9 0 0 37 1369

75 562 4 16 71 5041

21 441 118 13924 11 121

82 6724 2 4 66 4356

382 33840 128 13960 240 13912

XLVIII

CALCULATIONS :

STEP 1 :

Total sum of all items

= ΣX1 + ΣX2 + ΣX3

= 382 + 128 + 240

= 750

T = 750

Correction Factor = T2 (750)2 = = 37500 N 3

STEP :2Total Sum of Squares :

= (ΣX1 2 + ΣX2 2 + ΣX3 2 ) - C.F

= ( 33840 + 13960 + 13912 ) – 37500

= 24212

STEP : 3

Sum of Squares

= [ ΣX1 2 + ΣX2 2 + ΣX3 2 ] - C.F

5 5 5

= [ (382)2 + (128)2 + (240)2 ] - 37500 5 5 5

= ( 29184.8 + 3276.8 + 11500 ) - 37500

= 6481.6

XLIX

STEP 4 :

Sum of the squares = ( Total Number of Squares ) - ( Sum of squares betweensamples)

= 24212 – 6481.6

= 17730.4

STEP 5 :

SOURCE OFVARIANCE

SUM OFSQUARES

DEGREE OFFREEDOM

VARIANCE

Between samples 6481.6 93-1) = 26481.6 = 3240.8 2

Within Samples 17730.4 ( 15-3 ) = 1217730.4 = 1477.5 12

L

From the above table :

F : Variance between samples

Variance within samples

= 3240.8

1477.5

= 2.19

Calculated F = 2.19

Tabulated F, V1 = 2 V2 = 12

Tabulated F = 3.89

Since calculated frequency is less than tabulated frequency is less than tabulatedfrequency we accept H0.

INFERENCE :

There is significant relationship between customer satisfaction and service offerings.

LI

3.3 FINDINGS

• The customers are satisfied with the location, as the study showsthat 41% of the respondent strongly agree, 21.3% of the respondentagree, 4.7% of the respondent disagree and 1.3% of the respondentstrongly disagree. The average response is 3.96 i.e., 4 which meansagree.

• The customers are highly satisfied with the facilities provided, asthe study shows that 69.3% of the respondent strongly agree and26.3% of the respondent agree . The average response is 4.64 i.e., 5which means strongly agree.

• The customers are satisfied with the appointment procedure, as thestudy shows that 52.3% of the respondent strongly agree and 36%of the respondent agree. The average response is 4,41 i.e., 4 whichmeans agree.

• The customers are satisfied with the knowledge level of the serviceadvisory, as the study shows that 52.3% of the respondent stronglyagree and 42.3%of the respondent agree. The average response is4.47 i.e., 4 which means agree.

• The customers are satisfied with the opening of job card by theservice advisory, as the study shows that 40.7% of the respondentstrongly agree, 44.7% of the respondent agree and 1.7% of therespondent disagree. The average response is 4,24 i.e., 4 whichmeans agree.

• The customers are satisfied with the estimation of the amountcharged for the service, as the study shows that 37.7% of therespondent strongly agree, 53% of the respondent agree. Theaverage response is 4.26 i.e., 4 which means agree.

• The customers are satisfied with the delivery of the vehicle , as thestudy shows that 35% of the respondent strongly agree, 43% of therespondent agree and 3% of the respondent disagree. The averageresponse is 4.1 i.e., 4 which means agree.

• The customers are satisfied with the explanation of the work donein the service, as the study agree, 40.35 of the respondent agree and3.7% of the respondent disagree. The average response is 4,12 i.e.,4 which means agree.

• The customers are some what satisfied with the explanation of thecharges, as the study shows that 19% of the respondent stronglyagree, 52% of the respondent agree and 29% of the respondentdisagree , The average response is 3.9, which means some whatagree.

LII

• The customers are not satisfied with the charges charged on theservice, as the study shows that 1% of the respondent stronglydisagree and 49.3% of the respondent disagree. The averageresponse is 2.49 i.e., 2 which means agree.

• The customers are satisfied with the attitude under the warranty, asthe study shows that 38% of the respondent strongly agree, 46,7%of respondents agree and 1.7 of the respondent disagree. Theaverage response is 4.21 i.e., 4 which means agree.

• The customers are satisfied with the availablity of the spares parts,as the study shows that 36% of the respondent disagree and 2% ofthe respondents strongly disagree. The average response is 4.12 i.e.,4 which means agree.

• The customers are dissatisfied with the spare parts, as the studyshows that 4% of the respondent strongly agree, 10% respondentsagree, 25% of the respondent disagree and 33% of respondentsstrongly disagree. The average response is 2.26 i.e., 2 which meansdisagree.

• The customers are some what satisfied with work done are the firsttime, as the study shows that 31% of the respondent strongly agree,31% respondents agree, 18% of the respondent disagree and 6% ofthe respondents strongly disagree. The average response is 3.63,which means some what agree.

• The customers are some what satisfied with after service contact, asthe study shows that 39% of the respondent strongly agree, 26%respondent agree, 11% of the respondent disagree and 14% ofrespondents strongly disagree. The average response is 3.64 whichmeans some what agree.

• The customers are willing to recommend Lanson Toyota for thefriends and relatives.

• The customers consider themselves prestigious towards Lanson.

LIII

3.4 SUGGESTIONS AND RECOMMENDATION

From the oral observation the researcher has come out with thefollowing recommendation:

• Convenient placeFrom the study it is know that there are many customer of TN-04registration. They feel they require a service center in there near bylocation.

• Facilities

Facilities provided is good but the differentiation between ownerlounge and driver lounge is not required. Papers are not available in ownerlounge. Include any one to two weekly magazines in the lounge. Providesome tea or coffee to the customers who come in at the snacks time.

• Appointment

Since most of the customers who book appointment are drivers,

They feel the lines are busy or takes time, which their telephone bill for

Them so it can be automated to make the appointment procedure easy. New updated telephone number are not changed in directory.

• Delivery

Request is that bill amount should be produced to customersonly after the vehicle is come out of yard.

• Explanation of the bill amount

Through the observation it was the clear that the service advisorywere not up to mark with their explanation of the bill amount. Thereason was that there were not able to know the exact repair or theexact amount for the repair.

LIV

• Work done correctly first time itself

Through the study it was clear that most of the customer hadproblem, no customer was satisfied., the reason was that no carefullistening of the repair said or careless while the work done .

• Contact after service

The rule says that after 72 hours of the service the customer has tobe contacted and he is enquired about the service, but the rate ofcontacting is very low.

• Gift

The gift given to customer are not being differentiated for the eachand every service. The customer not aware when the gift areactually given, so the request is to paste the gift details is thecustomer lounge.

LV

3.5 CONCLUSION

Though there is a great potential, but the company has to plan and formnew strategies to suit the market conditions. Competition is stiff,customers have become more aware of quality because of education. Theyhave become more rational. They taken in many factors to see the servicequality like care, response, price, first time finishing work etc.Thecompany has received a favorable response from the Research but there iscertain area to be improved.An effective strategy if adopted from the abovefindings will help the company to achieve its goals.3.6 BIBLIOGRAPHY

BOOKS AUTHOR TITLE1] David.A.Aaker,V.Kumar and George S.Day

Marketing Research John Wiley andsons, Inc., 6th Edition 1999, NewDelhi.

2] Donald R.Copper & Pamel S. Schindler

Business Research MethodsTata McGraw-hill Edition 1999,Second reprinted 2000, New Delhi.

3] Guptha.S.P Statistical Methods, Sultan Chand &Sons Publishers, 26th Edition 1991,New Delhi.

4] Kothari.C.R Research Methodology ( Methodsand Techniques), WishwaPrakashan Publications, SecondEdition 2000, New Delhi.

5] Philip Kotler Marketing Management, Prenticehall of India Pvt Ltd, 2nd Edition1976, New Delhi.

6] Leon G.Shiffman and Leaslie Lazar

Consumer Behaviour, Prentice HallIndiaPvt. Ltd Kanuk 5th Edition1995, New Delhi.

7] Dr.Sharma.D.D Marketing Research, Princilples,Applications and Cases SultanChand & Sons, First Reprint Edition1999, New Delhi.

8] Vittal.P.R Business Mathematics andStatistics, Margam Publications,Fourth Edition 1997, Chennai.

MAGAZINESHormazd Sorabee 1] Auto CarDilip Chabria 2] OverDrive

LVI

WEB SITES :

1] WWW.toyotabarath.com2] WWW.lansontoyota.com3] WWW.toyota.com4] WWW.google.com

3.7 APPENDIX

QUESTIONNAIRE

1) How about the opinion regarding the facility location of the Show-Room and Service center?

A) Strongly Agree B) Agree C)Neither Agree nor DisagreeD) Disagree C) Strongly Disagree.

2) How do you satisfied for the facilities offered ?

A) Strongly Agree B) Agree C)Neither Agree nor DisagreeD) Disagree C) Strongly Disagree.

3) How do you satisfied with service appointment procedures?A) Strongly Agree B) Agree C)Neither Agree nor DisagreeD) Disagree C) Strongly Disagree.

4) How do you satisfied with the knowledge of the service advisors ?A) Strongly Agree B) Agree C)Neither Agree nor Disagree

D) Disagree C) Strongly Disagree.

5) How do you satisfied with the open of job card?A) Strongly Agree B) Agree C)Neither Agree nor Disagree


6) How do you satisfied with the explanation of rough estimation?A) Strongly Agree B) Agree C)Neither Agree nor Disagree


7) How do you satisfied with the promise of delivery timeA) Strongly Agree B) Agree C)Neither Agree nor Disagree


LVII

8) How do you satisfied with the work done in service centerA) Strongly Agree B) Agree C)Neither Agree nor Disagree


9) How do you satisfied with the explanation of warranty by service advisors?A) Strongly Agree B) Agree C)Neither Agree nor Disagree


10) How do you satisfied with the explanation charges done for the service work?

A) Strongly Agree B) Agree C)Neither Agree nor Disagree D) Disagree C) Strongly Disagree.

11) How do you satisfied regarding the attitude of service advisor under warranty?A) Strongly Agree B) Agree C)Neither Agree nor Disagree


12) How do you satisfied regarding the availability of spares?A) Strongly Agree B) Agree C)Neither Agree nor Disagree


13)How do you satisfied regarding the price charged for the spare parts and accessories?

A) Strongly Agree B) Agree C)Neither Agree nor Disagree D) Disagree C) Strongly Disagree.

14) How do you satisfied regarding the repair work done in service center?A) Strongly Agree B) Agree C)Neither Agree nor Disagree


15) How do you satisfied regarding after service contact?A) Strongly Agree B) Agree C)Neither Agree nor Disagree


16)Will you recommend the dealer to your friends and relatives? A) Yes B) No

17) It is prestigious to be a customer of Lanson Toyota? A) Yes B) No

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