PATNA CAMPUS

PROJECT REPORT ON CUSTOMER SATISFACTION

SUBMITTED TO:- Dr Vijay Aggarwal By:- ABHIYANK SINHA MBA/15054/13Project on Customer satisfaction analysisOf Toyota WITH reference to budha ToyotaAt Patna

PREFACE

It is the fact that practice makes a man perfect. So a professional study is incomplete without its practical knowledge. The winter training in different organization has become a part of any technical education like M.B.A. Courses. Patna undergoes for a practical exposure for 45 days that is very helpful to furnish academic excellence of the business student. Although our classes have proved to be ideal for imparting the theoretical knowledge. This provides the fundamental store for the guidance of the practices.The internship training provides an opportunity to the student of management to apply the theory that has dealt in class and also to understand the real life working environmental which is a bit different from normal theory. The environment may differ according to the organization, but the knowledge gained in the winter training is always useful in the career development

Thanks and regards

Yours sincerelyAbhiyank sinha

ACKNOWLEDGEMENT

I would like to thank Budha Toyota, Patna for constant guidance to conduct the present arduous project and untiring cooperation which they extended to me throughout the duration of my summer training.

Getting a project ready requires the work and effort of many people. I would like all those who have contributed in completing this project.First of all, I would like to sendmy sincere thanks toMs. Prerna Mam (HR) , Budha Toyota for providing me the opportunity to complete my internship here and her guidance at each step .Secondly , I would like to thank my project guide Mr. Nitesh Kumar ( Marketing head) for his extreme help for completion of the project.

I would like to take an opportunity to thank all the people who helped me in collecting necessary information and making of the report.Faculty guide - Dr Vijay Aggarwal Head of the department Mr. Vijay AgarwalDirector Dr . S.L Gupta

(ABHIYANK SINHA)

CONTENTS

CUSTOMER SATISFACTION

Customer satisfaction may be defined as the customers evaluation of services received as compared to what he has anticipated.

Why to study customer satisfaction analysis. Now a days business environment is changing at a much faster pace than ever; with lot of uncertainties and turbulence. Organization needs to understand the immediate future through sensitivity analysis and equip them to win over the situation. It is important to have a diagnostic approach in analyzing the organization to understand its competencies and weaknesses. Change is inevitable for every organizational to be healthy and productive. The synopsis is customer satisfaction analysis gives overview of how to help in growth, so that the organization may avail its objective in the given industry.

Data needed Consumer Satisfaction having its products. Position of Toyota in the automotive industries. What are their future prospects?

Approach to customer satisfactionCustomer evaluation and opinions are an expression of their expectations of Toyota, so Toyota receives them sincerely and responds in good faith, in the belief that making use of them in its corporate activities will lead to customer satisfaction. Toyota tries to grasp shift in customer demands, constantly checking for conformity with its standards and acting swiftly to resolve any discrepancies.The voice of the customer is quickly relayed to all related department and divisions in developments.

SOURCES OF DATA DATA PRIMARY A convenience sampling from Toyota SECONDARY DATA: Data from Buddha Toyota InternetSAMPEL SPECIFICATION AREA SURVED: Buddha Toyota Patna SAMPEL SIZE : 7 RESPONDENTS ON THE BASIS OF JUDGEMENT SAMPLINGMETHOD OF DATA COLLECTION Interview schedule has been used to fetch information from respondents to carry out in depth information from respondents to carry out in depth analysis for research finding to gather information required from the respondents I had prepared a questionnaire consisting of questions

ANALYSIS TECHNIQUE The analysis technique used was tables, percentage, graphs & pie charts. TIME SPAN OF THE FIELD WORK The field work was carried out in a span of nearly 50 daysLIMITATIONThe researcher faced following limitation during winter training The sample size was very small in comparison to the actual population. The question were close ended, thus responses were limited. There was an error related to questionnaire i.e. Non _response error. Some of the respondents did not respond in cooperative Manner. Relevant secondary data was quite outdated. The time period to complete this project was not sufficient. Lack of financial resources was also a hurdle. However I had tried my level best to bring out the accurate Information which may be fruitful for the company

INTRODUCTIONToyota Motor Corporationis a Japaneseautomotivemanufacturer headquartered inToyota, Aichi, Japan. In 2013 themultinational corporationconsisted of 333,498 employees worldwideand, as of January 2014, is thefourteenth-largest company in the world by revenue. Toyota was the largestautomobile manufacturerin 2012. In July of that year, the company reported the production of its 200-millionth vehicle. Toyota is the world's first automobile manufacturer to produce more than 10 million vehicles per year.The company was founded byKiichiro Toyodain 1937 as a spinoff fromhis father'scompanyToyota Industriesto create automobiles. Three years earlier, in 1934, while still a department ofToyota Industries, it created its first product, theType A engine, and, in 1936, its first passenger car, theToyota AA. Toyota Motor Corporation produces vehicles under 5 brands, including the Toyota brand,Hino,Lexus,Ranz, andScion. It also holds a 51.2% stake inDaihatsu, a 16.66% stake inFuji Heavy Industries, a 5.9% stake inIsuzu, and a 0.27% stake inTesla, as well as joint-ventures with two in China (GAC ToyotaandSichuan FAW Toyota Motor), one in India (Toyota Kirloskar), one in the Czech Republic (TPCA), along with several "nonautomotive" companies. TMC is part of theToyota Group, one of the largest conglomerates in the world.

LOGO AND BRANDINGIn 1936, Toyota entered the passenger car market with its Model AA and held a competition to establish a new logo emphasizing speed for its new product line. After receiving 27,000 entries, one was selected that additionally resulted in a change of its moniker to "Toyota" from the family name "Toyoda". The new name was believed to sound better, and its eight-stroke count in the Japanese language was associated with wealth and good fortune. The original logo no longer is found on its vehicles, but remains the corporate emblem used in Japan.Still, no guidelines existed for the use of the brand name, "TOYOTA", which was used throughout most of the world, which led to inconsistencies in its worldwide marketing campaigns.To remedy this, Toyota introduced a new worldwide logo in October 1989 to commemorate the 50th year of the company, and to differentiate it from the newly released luxury Lexus brand. The logo made its debut on the 1989 Toyota Celsior and quickly gained worldwide recognition. The three ovals in the new logo combine to form the letter "T", which stands for Toyota. The overlapping of the two perpendicular ovals inside the larger oval represent the mutually beneficial relationship and trust between the customer and the company, while the larger oval surrounding both of these inner ovals represents the "global expansion of Toyota's technology and unlimited potential for the future."The new logo started appearing on all printed material, advertisements, dealer signage, and the vehicles themselves in 1990.In predominantly Chinese-speaking countries or regions usingtraditional Chinese characters, e.g. Hong Kong and Taiwan, Toyota is known as "In predominantly Chinese-speaking countries usingsimplified Chinese characters(e.g. China and Singapore), Toyota is known as ". These are the same characters as the founding family's name "Toyoda" in Japanese, which translate to "fertile rice paddies" in the Chinese language, as well.

Toyota in indiaToyota Kirloskar Motor Private Limitedis a subsidiary ofToyota Motor Corporationof Japan (withKirloskar Groupas a minority owner), for the manufacture and sales of Toyota cars inIndia. It is currently the 4th largest car maker inIndiaafterMaruti Suzuki,Hyundai, andMahindra.The company Toyota Kirloskar Motor Private Limited (TKMPL) according to its mission statement aims to play a major role in the development of the automotive industry and the creation of employment opportunities, not only through its dealer network, but also through ancillary industries with a business philosophy of "Putting Customer First".in June 7, 2012, Vice Chairman of the company revealed that the company is planning to enter the healthcare sector and its first hospital is will open in Karnataka in May 2013.

Manufacturing facilitiesTKMPL's current plant atBidadi,Karnatakais spread across 432 acres and has a capacity of 80,000 vehicles per annum. TKMPL's second manufacturing plant on the outskirts ofBangalore,Karnatakahas a capacity of 70,000 vehicles per annum. Both plants have a combined capacity of 150,000 vehicles per annum.On 16 March 2011, it announced that it was increasing production to 210,000 vehicles per annumdue to increase in demand for its models especially theEtiosandFortuner.With effect from June 1, 2012, Toyota Kirloskar Motor will be increasing the prices of Etios diesel and Innova by 1 per cent and Fortuner and Etios Liva diesel by 0.5 per cent. The price hike is on account of the weakening of Rupee.Toyota announced that Etios sedan and the Liva hatchback has posted sales of over one lakh units, hence Toyota is all set for giving its production a big boost.Toyota Kirloskar Motor (TKM) plans to hike the production capacity of its Etios series models by 75% by early 2013.Toyota Kirloskar Motors would launch its motor racing series in 3 cities in India next year.

ModelsManufactured/assembled locally1. Toyota Corolla(Launched 2003)2. Toyota Innova(Launched 2005)3. Toyota Etios(Launched 2010)4. Toyota Etios Liva(Launched 2011)5. Toyota Fortuner(Launched 2009)6. Toyota Camry(Launched 2002)7. Toyota Etios Cross (Launched 2014)Imported1. Toyota Land Cruiser Prado(Launched 2004)2. Toyota Land Cruiser(Launched 2009)3. Toyota Prius(Launched 2010)Discontinued Toyota Qualis(19992005)

Etios livaRs.5.40 -Rs.6.68 lakhs

TToyota Etios Liva, launched in India in 2010, is the hatchback version of the Etios sedan. Available in four petrol and one diesel trim, the only compact car by the Japanese car maker in India is a volume generating product. Developed in line with Indian sensibilities, the car lures the buyers through a combination of attractive styling, premium features, decent mileage, excellent handling and unparalleled on-road performance in cities, thus making it best for the modern urban consumers

OverviewLength3775 mm

Width1695 mm

Height1510 mm

Seating Capacity5 Person

Displacement1197 cc

Fuel TypePetrol

Max Power80 bhp @ 5600 RPM

Max Torque104 Nm @ 3100 RPM

Transmission TypeManual

No of gears5 Gears

DrivetrainFWD

Air ConditionerManual

Power SteeringYes

Power WindowsNo

Central LockingNo

Anti-Lock Braking SystemNo

AirbagsNo

Seat UpholsteryFabric

Alloy WheelsNo

Etios

Rs. 6.18 - Rs. 7.96 lakhs Get Road PriceToyota Etios is an entry level sedan that is available with diesel and petrol engine options in seven trims. Along with attractive looks, its defining characteristics are excellent fuel economy, class-leading comfort features, smooth handling and great performance, which makes it a high selling model in the B segment. It won Sub-Compact Sedan of the Year (NDTV Car & Bike Awards 2011), Car of the Year and Mid Size Car of the Year (Over Drive CNBC TV 18 Awards 2011) and Saloon Car of the Year (Bloomberg UTV Auto Car Award 2011) awards when it was launched.

OverviewLength4265 mm

Width1695 mm

Height1510 mm

Seating Capacity5 Person

Displacement1496 cc

Fuel TypePetrol

Max Power90 bhp @ 5600 RPM

Max Torque132 Nm @ 3000 RPM

Mileage (ARAI)17.57 kmpl

Transmission TypeManual

No of gears5 Gears

DrivetrainFWD

Air ConditionerManual

Power SteeringYes

Power WindowsFront & Rear

Central LockingRemote

Anti-Lock Braking SystemNo

AirbagsNo

Seat UpholsteryFabric

Alloy WheelsNo

COLOURS

Celestial BlackUltramarine BlueVermilion Red

Serene Bluish SilverHarmony BeigeSymphony Silver

White

FEEDBACK BY CUSTOMERS1. Dr A.K.Sinha9431033024Etios liva (diesel) Features are excellent but improvement in milage is required

2. Anil Kr Gupta9430402580Etios liva (diesel)Features are good but he requires improvement in milage and ground clearance

3. Mr. Abhijeet Kumar943006306Etios liva (diesel)Features are fair but the dashboard is not good

4. Mr. Naresh Prasad Singh993462848Etios liva (petrol)Features are fair but ground clearance should be incrise by 2.0 cm.

5. Mr R.R.Choudhary9430246635Etios liva (petrol)Features are fair but ground clearance should be high, cutting radius should be incrise and dashboard should be of good quality and spacious

6. Mr Prashant Sinha9334142016Etios (diseal)Features are good but again dashboard is poor; milage is very poor and ground clearance is also poor

CONCLUSION & SUGESTION

COMPETITION level of cars is high but what is the most important now is consumer expectation with products and the organization which is too high therefore, the company should fulfill the expectation of their customer and much care is needed in this regard .the exhaustive and rainmaking efforts during research have paved a way for the enumeration of much deserved conclusion. From the facts and figures in the previous section the conclusion are as follows:-1. Presently many of the retailers are dealing in car most of them are having Toyota and Tata, Maruti Suzuki, Honda etc.2. Toyota and Tata is hardcore competitor, but Toyota is most preferred brand.3. Toyota car have a good demand and retailer are willing to keep the various models of Toyota cars.4. Monthly report of sales shows that Toyota enjoys a preferential edge due to the customers.5. Retailers give maximum preference to brands that have a good after sales service.6. Its the era of royal cars, Toyota stands first place with respect to the competitors.7. Tata cars was ranked usually second.8. Tough company image ,brand image after sale services, low price ,quality, warranty and performance can perceived to be highly important for the customers in making purchase decision ,the retailer says that 80% of the cases they ask retailers about the perceptions of the car brands .Moreover, the customer tend to rely on retailers judgment on several occasions.9. The retailer wants to enjoy the reputation of the company image for promoting different brands.