“CUSTOMER SATISFACTION SURVEY

OF
BEBCO TOYOTA MOTORS”

A
SUMMER INTERNSHIP PROJECT REPORT
SUBMITTED IN THE PARTIAL FULFILMENT
OF THE REQUIREMENTS OF
ARKA JAIN UNIVERSITY

For the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION
For the session 2021-2024

Submitted By
Name: HARMAN SINGH
University Enrollment Number: AJU/211322

Faculty Mentor Name: Prof. NIKITA SHUKLA

Designation: ASSISTANT PROFESSOR

School of Commerce and Management,

ARKA JAIN UNIVERSITY
 DECLARATION BY STUDENT

I, HARMAN SINGH, hereby declare the project titled “CUSTOMER SATISFACTION

SURVEY”, has been carried out by me during my ‘SUMMER INTERNSHIP PROJECT
REPORT’ and is hereby submitted in the partial fulfilment of the requirement of ARKA JAIN
UNIVERSITY for the award of the degree of Bachelor of Business Administration . .

To the best of my knowledge, the project undertaken, has been carried out by me and is my original
work. The contents of this report are authentic and this report has been submitted to ARKA JAIN
UNIVERSITY and it has not been submitted elsewhere for the award of any Certificate/ Degree/
Diploma etc.

Signature of the student :

Name of the Student: HARMAN SINGH

University Enrollment No.: AJU/211322

BBA (2021-2024)
 CERTIFICATE OF APPROVAL

This Summer Internship Project Report of “HARMAN SINGH” titled “CUSTOMER

SATISFACTION SURVEY” is approved in quality and form and has been found to be fit for the
Partial Fulfilment of the requirements of ARKA JAIN UNIVERSITY for the award of the degree
of Bachelor of Business Administration .

Approval of the Program Coordinator Approval of the Assistant Dean

(UG)
Department of B.Com (H) School of Commerce and
Management
School of Commerce and Management ARKA JAIN UNIVERSITY
ARKA JAIN UNIVERSITY

APPROVAL OF THE EXAMINER

 CERTIFICATE FROM FACULTY MENTOR

This is to certify that HARMAN SINGH, of ARKA JAIN UNIVERSITY,

AJU/211322 , a student of BBA (2021-2024), has undertaken Dissertation Report
Title “CUSTOMER SATISFACTION SURVEY” for the partial fulfilment of the
requirement of ARKA JAIN UNIVERSITY for the award of the degree of
Bachelor of Business Administration, under my supervision.

Signature of the Faculty Mentor,

Name of the Faculty Mentor: Prof. NIKITA SHUKLA

Designation of the Faculty Mentor: ASSISTANT PROFESSOR

INTERNSHIP CERTIF
 ACKNOWLEDGEMENT

I take this opportunity to thank my faculty mentor Prof. Nikita Shukla, ARKA JAIN
UNIVERSITY. For her valuable guidance ,closely supervising this work with helpful suggestions
which helped me to complete the report properly and present .
More importantly ,her valuable advice and support helped me to put efforts on my project . She
has been a driving force for me and has constantly enriched my raw ideas with his vast experience
and knowledge.

I would also like to thank my parents with their support I have completed this project so well.

Name of the Student: HARMAN SINGH

University Enrollment No.: AJU/211322

BBA(2021-2024)
 INDEX

CHAPTER CHAPTER NAME PAGE NO.

NO.
Executive Summary
Chapter 1 Introduction to the Topic 9
Chapter 1.1 Latest Development in the Sepecific Topic 10
Chapter 1.2 Industry profile 11-14
Chapter 1.3 Company profile 15-16
Chapter 2 Review of Literature 17-18
Chapter 3 Project Objective 19
Chapter 4 Research Methodology 20
Chapter 4.1 Selection of the Topic 20
Chapter 4.2 Nature of Study 20
Chapter 4.3 Scope of Study 21
Chapter 4.4 Sampling procedure 21
Chapter 4.5 Method of Data Collection 21
Chapter 4.6 Limitation 22
Chapter 5 Data Analysis 23-32
Chapter 6 Findings 34
Chapter 7 Suggestion and Recommendation 35
Chapter 8 Conclusion 36
Chapter 9 Bibliography 37
Annexures 38-40
 EXECUTIVE SUMMARY

This executive summary encapsulates the essence of an internship training project undertaken at
BEBBCO TOYOTA Adityapur, with a focus on marketing and customer satisfaction. Acknowledging the
pervasive influence of marketing in both formal and informal spheres, the project aimed to provide
practical insights into the dynamic world of business.The internship involved a hands-on experience
that contributed to a deeper understanding of marketing practices, emphasizing their critical role in
contemporary business success. The study centered around evaluating the market reach of BEBBCO
TOYOTA's diverse car models in the Adityapur and Jamshedpur regions, recognizing the evolving status
of vehicle ownership as a basic necessity in modern life.Customer satisfaction emerged as a central
theme, aligning with the strategic priorities of companies. The internship facilitated a study to gauge
customer satisfaction levels, offering valuable insights into the nuances of customer preferences and
expectations.A significant component of the project involved conducting a meticulous market survey,
providing a systematic approach to gather information about target customers. This survey,
considered crucial in understanding market dynamics, allowed for tailored insights to meet the
specific demands of the markets under consideration.The study extended its purview to the broader
consumer durable goods market, positioning BEBBCO TOYOTA within this landscape. The findings are
instrumental for the company, guiding decisions related to product quality and development based
on customer needs.In summary the internship training project at BEBBCO TOYOTA was a
comprehensive exploration into the multifaceted realm of marketing and market research. The
insights gained from this experience contribute not only to academic enrichment but also offer
practical considerations for the ongoing success of the company in a competitive market environment.
 CHAPTER 1 : INTRODUCTION

In the pursuit of organizational excellence, understanding and prioritizing customer satisfaction

emerge as fundamental components of success. This assignment delves into a comprehensive study
initiated by BEBBCO TOYOTA, aimed at gauging the satisfaction levels of its customers with the
products and services provided. Customer satisfaction, as defined in this context, becomes a crucial
metric that not only reflects the happiness of customers with a company's offerings but also serves
as a strategic guide for improvement. The universal applicability of this principle across diverse
organizational realms—ranging from industrial firms to retail and wholesale businesses, government
bodies, service companies, and nonprofit organizations—underscores the centrality of customer
contentment. This assignment unfolds the findings of the study, revealing a positive landscape where
BEBCO Toyota's products and services not only meet but exceed customer expectations. The
subsequent exploration of customer feedback highlights the company's commitment to continuous
improvement and suggests promising prospects for sustained customer loyalty and business growth.

A customer satisfaction survey, or a CSAT survey, is a questionnaire used by companies to

understand how satisfied customers are with its branding, products, services, or customer
support experience.
In addition to the positives, companies are also interested in learning more about
opportunities for improvements that benefit both the company and customers, including:
• Identifying and resolving common process bottlenecks that negatively affect
customer experiences
• Creating better customer experiences
• Developing ideas for improvements or new products/services
• Finding brand advocates to help promote the company

Overall, the purpose of customer satisfaction surveys is to gather customer feedback that can
be used to improve the overall customer experience — from the products/services a
company offers to the business processes that work toward supporting customer
satisfaction.
 CHAPTER 1.1 : LATEST DEVELOPMENT IN SPECIFIC TOPIC

The automotive sector has recently gained traction using AI technologies such as machine
learning, deep learning, and computer vision. Self-driving cars use these to guide themselves,
manage fleets, and assist drivers for improved safety.
The automotive world is experiencing the most substantial change since Henry Ford
industrialized manufacturing a century ago. It’s important that the current transformation is
triggered not only by extensive technology development but also by social demand. It appears
that our future will be all about accessible mobility: mobility solutions will be more flexible,
individualized, and compatible. Let’s consider what innovations are driving this new automotive
revolution.
The present-day automotive industry is affected by innovative ideas and is ready to transform
and evolve rapidly. Current ecological, social, and technological trends are encouraging
automotive manufacturers to offer consumers much more than a metal box on four wheels.
Whereas for the past 100 years, carmakers were largely focused on enhancing manufacturing to
become more efficient at scale, the future is about redefining the role of the vehicle – now it’s
rather a smartphone or computer on wheels.
New technology in the automotive industry opens up new opportunities. AI, additive
manufacturing, the Internet of Things, and 5G have become sources of product innovation and
manufacturing efficiency, which in turn has led to revolutionary changes in customer experience.
In recent years, the automotive industry has been affected by the following trends:
• Electrification,
• Self-driving cars,
• Connectivity,
• Sustainability,
• Mobility-as-a-Service,
• Implementation of advanced safety features.
These tendencies are long-term and are expected to continue shaping the auto industry in the
near future. In the next sections, we’ll explore these and other automotive sector trends in more
detail, and see how they will evolve in 2024.
 CHAPTER 1.2 : INDUSTRY PROFILE

The Indian automobile industry has historically been a good indicator of how well the economy is
doing, as the automobile sector plays a key role in both macroeconomic expansion and
technological advancement. The two-wheelers segment dominates the market in terms of volume,
owing to a growing middle class and a huge percentage of India’s population being young.
Moreover, the growing interest of companies in exploring the rural markets further aided the
growth of the sector. The rising logistics and passenger transportation industries are driving up
demand for commercial vehicles. Future market growth is anticipated to be fueled by new trends
including the electrification of vehicles, particularly three-wheelers and small passenger
automobiles.

India enjoys a strong position in the global heavy vehicles market as it is the largest tractor
producer, second-largest bus manufacturer, and third-largest heavy truck manufacturer in the
world. India’s annual production of automobiles in FY22 was 22.93 million vehicles. India has a
strong market in terms of domestic demand and exports. In FY23, total passenger vehicle sales
reached 3.89 million. In FY23, total automobile exports from India stood at 47,61,487. This
sector's share of the national GDP increased from 2.77% in 1992-1993 to around 7.1% presently.
It employs about 19 million people directly and indirectly.

India is also a prominent auto exporter and has strong export growth expectations for the near
future. In addition, several initiatives by the Government of India such as the Automotive Mission
Plan 2026, scrappage policy, and production-linked incentive scheme in the Indian market are
expected to make India one of the global leaders in the two-wheeler and four-wheeler market by
2022.
MARKET SIZE
The Indian passenger car market was valued at US$ 32.70 billion in 2021, and it is expected to
reach a value of US$ 54.84 billion by 2027 while registering a CAGR of over 9% between 2022-
27. The global EV market was estimated at approximately US$ 250 billion in 2021 and by 2028,
it is projected to grow by 5 times to US$ 1,318 billion.
In July 2023, the total production of passenger vehicles*, three wheelers, two wheelers, and
quadricycles was 2.08 units.
In the first quarter of 2023-24*, total production of passenger vehicles, commercial vehicles, three
wheelers, two wheelers, and quadricycles was 6.01 million units.
India accomplished a significant milestone, with the sale of 8,32,434 EVs in 2023-24 (till August
2023).
The electric vehicle (EV) market is estimated to reach Rs. 50,000 crore (US$ 7.09 billion) in India
by 2025.
A study by CEEW Centre for Energy Finance recognised a US$ 206 billion opportunity for electric
vehicles in India by 2030. This will necessitate a US$ 180 billion investment in vehicle
manufacturing and charging infrastructure.
According to NITI Aayog and the Rocky Mountain Institute (RMI), India's EV finance industry is
likely to reach Rs. 3.7 lakh crore (US$ 50 billion) by 2030. A report by the India Energy Storage
Alliance estimated that the EV market in India is likely to increase at a CAGR of 36% until 2026.
In addition, the projection for the EV battery market is expected to expand at a CAGR of 30%
during the same period.
Indian automotive industry is targeting to increase the export of vehicles by five times during 2016-
26. In FY23, total automobile exports from India stood at 47,61,487. Indian automobile exports of
two-wheelers stood at 36,52,122 in FY23.

The automobile industry is dependent on various factors such as the availability of skilled labour
at low cost, robust R&D centres, and low-cost steel production. The industry also provides great
investment opportunities and direct and indirect employment to skilled and unskilled labour. The
electric vehicles industry is likely to create five crore jobs by 2030.
In August 2022, the Indian government launched India’s first double-decker electric bus in
Mumbai. Looking long term, the government feels it is necessary to overhaul the country’s
transportation system. It is working to create an integrated electric vehicle (EV) mobility
ecosystem with a low carbon footprint and high passenger density with an emphasis on urban
transportation reform. The government's strategy and policies are intended to promote greater
adoption of electric vehicles in response to growing customer demand for cleaner transportation
options.
HISTORY OF AUTOMOBILE INDUSTRY
The automobile was first invented and perfected in Germany and France in the late 1800s, though
Americans quickly came to dominate the automotive industry in the first half of the twentieth
century. Henry Ford innovated mass-production techniques that became standard, and Ford,
General Motors and Chrysler emerged as the “Big Three” auto companies by the 1920s.
Manufacturers funneled their resources to the military during World War II, and afterward
automobile production in Europe and Japan soared to meet growing demand. Once vital to the
expansion of American urban centers, the industry had become a shared global enterprise with the
rise of Japan as the leading automaker by 1980.
Although the automobile was to have its greatest social and economic impact in the United States,
it was initially perfected in Germany and France toward the end of the nineteenth century by such
men as Gottlieb Daimler, Karl Benz, Nicolaus Otto and Emile Levassor.

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

SNIPPETS
The first automobile in India rolled in1897 in Bombay.
India is being recognized as potential emerging auto market.
Foreign players are adding to their investments in Indian auto industry.
Within two-wheelers, motorcycles contribute 80% of the segment size.
Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%).
Tata motor dominates over 60% of the Indian commercial vehicle market.
2/3rd of auto component production is consumed directly by OEMs.
India has the largest three-wheeler market in the world.
India has the largest two-wheeler manufacturer in the world.
India is the second largest tractor manufacturer in the world.
India is the fifth largest commercial vehicle manufacturer in the world.
The number one gold motorcycle manufacturer is in India.
 CHAPTER 1.3 : COMPANY PROFILE

Bebbco Motors Private Limited is a Private incorporated on 04 June 2001. It is classified as Non-
govt company and is registered at Registrar of Companies, Jharkhand. Its authorized share capital
is Rs. 25,000,000 and its paid up capital is Rs. 19,840,200. It is inolved in Manufacture of motor
vehicles

Bebbco Motors Private Limited's Annual General Meeting (AGM) was last held on N/A and as
per records from Ministry of Corporate Affairs (MCA), its balance sheet was last filed on 31 March
2022.

Directors of Bebbco Motors Private Limited are Krishna Bhalotia, Navin Bhalotia and Gajanand
Bhalotia.

Bebbco Toyota is located in Jharkhand Jamshedpur is a top player in the Auto Ancillaries/Auto
components in the Jamshedpur. Over the course of its journey, this business has established a firm
foothold in Auto Ancillaries/Auto components industry. The belief that customer satisfaction is as
important as their products and services, have helped this establishment garner a vast base of
customers, which continues to grow by the day. This business employs individuals that are
dedicated towards their respective roles and put in a lot of effort to achieve the common vision and
larger goals of the company. In the near future, this business aims to expand its line of products
and services and cater to a larger client base. In Jamshedpur, this establishment occupies a
prominent location in Jamshedpur.
Dealer Mission
Placing customer satisfaction first, Integrating sales with service and service parts in a single
convenient location, we contribute to speedy and efficient service, allowing customers to
experience the convience and pleasure of owning Toyota automobile.

Toyota Competitors
Toyota competitors are primarily in the Auto manufacturing industry. Toyota also competes
in the lending and material handling equipment manufacturing sectors.
Toyota competitive landscape includes-
Ford Motor

General Motor

Honda
 CHAPTER 2: REVIEW LITERATURE

CUSTOMER SATISFACTION
Concept Identification
As organizations become increasingly customer focused and driven by demand, the
need to gain customer loyalty and retain their loyalty is critical. Customer
satisfaction is the most effective way to achieve customer loyalty. Customer
satisfaction and customer loyalty share many similar traits. Customer value is the
customer’s perception of the ratio of benefits to what he or she gives to obtain those
benefits. Customers are satisfied, when value meets or exceeds expectations. If their
expectations of value are not met, there is no chance of satisfying them. Figuring out
what the customers want, however, is a difficult and complex process. To be able to
create and deliver customer value is important to understand its components. On the
most basic level, value from a customer’s perspective is the ratio of benefits to the
risks being taken while buying the product.

In the perspectives of both the retailer and the manufacturer, customer satisfaction
represents an important issue because it relates to several desirable
outcomes. Customer satisfaction leads to future purchases, and repeated purchases of
the same product from the same source. In other words, it helps a firm retain its
present customers and build loyalty. By helping a buyer obtain product information
and providing guidelines about what should be expected during the buying process
and use of a product, a salesperson may influence customer expectations concerning
the product. Thereby this may reduce the likelihood of dissatisfaction (Grewal and
Sharma, 2018). .

Internal Marketing – how it affects Customer Satisfaction

Successful companies make every effort to ensure satisfaction to their customer by
focusing all organizational efforts of the company on providing superior customer
service. By doing this these companies hope to retain their existing customers and
attract new ones. Only angle of customer satisfaction commonly overlooked is the
internal aspect.

The internal customer or employee plays a vital role in achieving customer

satisfaction and loyalty. Some firm’s do not understand that the treatment of internal
customers becomes the external customers’ perception of the company. A firm’s
employees or other departments within the organization make up its internal
customers. Their job performance affects the firm’s ability to deliver superior
product and customer service (Boone and Kurtz, 2017). When a firm’s employees are
happy at work, their overall attitude and performance towards the customer enhances
Usha and Dr. Nallabala (2014) A significant performer in the global and Indian economies
is the automobile sector. India's auto sector is one of the world's largest, and one of the high growth
worldwide.The study includes customer expectations through airplane motor and customer
perceived value across space shuttle engines as well as consumer satisfaction. Concorde Motors
(India ) Limited, a subsidiary company of the company engaged in Tata and FIAT passenger car
sales and service, reported revenue of Rs.580.90 crore rupees and profit after Rs.3.71 crores tax.
Boeing Motors (India ) Limited has announced a dividend of Rs.2.50 per share for the 2010-11
fiscal year and Rs.7 per quarter for the 2010-11 fiscal year with the 7 percent aggregate redeemable
share capital. Consumer Satisfaction on FIAT cars is established via the research report. The Indian
automobile industry is one of the most dynamic low-cost markets, making it an attractive assembly
base for international automobile companies. Javed et al. Al ( 2016) The study revolves around
consumer satisfaction and quality of service in the four-wheeler automotive industry. It deals
with customer service analysis and its impact on the automobile sector. Dependent parameters
such as Customer Satisfaction, Service Quality, and Perceived Service were analyzed mostly
during the entire study. The authors used a service quality model to show customer satisfaction is
perhaps the most critical aspect of any industry. Therefore, it is the primary responsibility of
the business industry to enhance customer satisfaction and service efficiency, which
would be beneficial to improve new customer sure.

Rao and Kumar (2018) revealed a report on 'Consumer Satisfaction with the Automobile Sector
– A report on Consumer Cars in India aiming at examining customer satisfaction with vehicle use,
after-sales support, a central area of power, comfort or efficiency, taking a survey of 100
participants and utilizing the percentage technique.
Shende V. (2019 ) studied consumer satisfaction with both the passenger car sector in India. The
purpose of this study was to examine factors that affect customer satisfaction with a specific
aspect of theautomobile. A thorough understanding of consumer satisfaction will help the
marketer create a competitive advantage.
 CHAPTER 3: PROJECT OBJECTIVES

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

Fixing the objective is like indentifying the star. The objective decides where we want to go,
what we want to achieve and what is our goal or destination. The various objectives are as
follows –
To study the opinion of the owner of car regarding its usage like performance of the
car, fuel consumption, driving comfort etc.
To study about the customer satisfaction on the services provided by the sales
executive.
To know the overall satisfaction level of customers.
 CHAPTER 4 : RESEARCH METHODOLOGY

The Research Methodology used was Convenience Sampling. As time and cost was the factor so,
the researcher used Convenience Sampling because Convenience samples provide vital
contributions to individual case records, qualitative summaries and etc.

The following order concerning various steps provides a useful procedural guidelines
regarding the research methodology –

Formulating the research problem

Extensive literature survey
Developing the hypothesis
Preparing the research design
Determining sample design
Collecting the design
Execution of the project
Analysis of data
Generalizations and interpretation
Preparation of the report or presentation of the results.

4.1 SELECTION OF THE TOPIC

The topic Customer Satisfation Survey was chosen because customers satisfaction information ,
including surveys and ratings , can help a company determine how to best improve or change its
product and service .

4.2 NATURE OF STUDY

The data used in this study is basically primary in nature and the required information has been
collected through discussion and personal interview with the key personnel and employees. The
secondary data have been collected from financial statement, annual reports and from the
company. All the collected data and information have been properly synthesized, arranged,
tabulated and calculated to reach at the realistic analytical synthesized.
4.3 SCOPE OF STUDY

Customer satisfaction research identifies how well an organization is performing from the
customer's viewpoint. It allows any organization to understand how their customers are with the
level of service they are providing at any point in time, and to track how satisfaction levels change
over time.

4.4 SAMPLING PROCEEDURE

The data is collected directly from each customer who visited the showroom.

Sampling Unit: Customers

Sample Size: 100.

Sampling Technique: Convenience Sampling.

The biggest advantage to a convenience sample is that we get a pretty good unbiased
sample fairly easily. The biggest downside is that we may not get all elements of the
population that are of interest.

4.5 METHOD OF DATA COLLECTION

Primary: Data collection by personal interaction with the Toyota car user through
Questionnaire.
Type of interview: Face-to-face
Interview flow: Eligibility ascertainment of respondent by screening questionnaire

Administration of the main questionnaire

Duration of interview: 10 mins
Secondary: Online collection of data (company website)
4.6 LIMITATIONS

Sample size being smaller i.e. 100, May not lead to the generalized result for a longer
population base.

Because the information collected from the customers by meeting at company service
centers, during the business hours or at the parking lot where they may or will be busy
with some other work, the information extracted would not be sufficient from the
respondents.

Customers sometimes find it difficult to express their feeling due to various barriers
and thus the result may be far from reality.

The time and money are also big constraints in the course of the research process.
 CHAPTER 5 : DATA ANALYSIS

TABLE 1

AGE GROUP
Age Group Frequency
20-30 29
30-40 40
40-50 22
Above 50 9
Total 100

Interpretation:

▪ 29 respondents were in 20-30 age groups.

▪ 40 respondents were in 30-40 age groups.
▪ 22 respondents were in 40-50 age groups.
▪ 9 respondents were in above 50 age group.
TABLE 2

GENDER

Gender Frequency Percentage

Male 91 91%
Female 9 9%
Total 100

Interpretation:

▪ 91% respondents were in male category.

▪ 9% respondents were in female category.
TABLE 3

CURRENT OCCUPATION

OCCUPATION FREQUENCY PERCENTAGE

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

Interpretation:

▪ 52% respondents were in business category.

▪ 18% respondents were in service category.
▪ 14% respondents were in professional category.
▪ 16% respondents were in other category.
TABLE 4

ANNUAL INCOME LEVEL

ANNUAL INCOME FREQUENCY PERCENTAGE

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

Interpretation:

▪ 20% respondents were in below 5 lakh category.

▪ 44% respondents were in 5-10 lakh category.
▪ 22% respondents were in 10-15 lakh category.
▪ 14% respondents were in above 1500000 category.
TABLE 5

❖ Toyota cars owned by customers

Brand of Cars FREQUENCY PERCENTAGE

Liva 14 14%
Cross 6 6%
Corolla Altis 10 10%
Innova 50 50%
Fortuner 20 20%
Total 100

Interpretation:

▪ 14% respondents own Liva car.

▪ 6% respondents own Cross car.
▪ 10% respondents own Corolla Altis car.
▪ 50% respondents own Innova car.
▪ 20% respondents own Fortuner car.
TABLE 6

❖ Type of Transmission

Transmission Frequency
type
Manual 70
Automatic 30
Total 100

Interpretation:

▪ 70% respondents were using manual transmission.

▪ 30% respondents were using automatic transmission.
TABLE 7
For how long customers are using these cars?

Using experience of car FREQUENCY PERCENTAGE

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

Interpretation:

▪ 32% respondents were using cars from 0-1 year.

▪ 46% respondents were using cars from 1-3 years.
▪ 18% respondents were using cars from 3-5 years.
▪ 4% respondents were using cars more than 5 years.
TABLE 8

▪ Rate satisfaction level after experiencing the car

Performance of car Frequency
Highly disagree 0
Disagree 0
Neutral 10
Agree 32
Highly agree 58
Total 100

Interpretation:

▪ 0% respondents said highly disagree with the performance of the car.

▪ 0% respondents said disagree.
▪ 10% respondents said neutral.
▪ 32% respondents said agree.
▪ 58% respondents said highly agree.
TABLE 9
Satisfied with the service provided by Toyota
SERVICE FREQUENCY PERCENTAGE
SATISFACTION
Very satisfied 15 15%
Satisfied 60 60%
Varies 19 19%
Dissatisfied 6 6%
Total 100

Interpretation:

▪ 15% respondents were very satisfied by service provided by the Toyota.

▪ 60% respondents were satisfied.
▪ 19% respondents were varies.
▪ 6% respondents were dissatisfied.
TABLE 10
Prefer to buy next car from Toyota.
Future buying from Frequency Percentage
Toyota
Yes 72 72%
No 28 28%
Total 100

Interpretation:

▪ 72% respondents would like to purchase another car from Toyota.

▪ 28% respondents would not like to purchase another car from Toyota.
 CHAPTER 6 : FINDINGS

❖ Satisfaction level of the owner of car regarding following factors-

✓ Performance of the car:
Majority of the respondents (90) were satisfied with the performance
of the car.
✓ Maintenance Cost :
Majority of the respondents (72) were satisfied with the maintenance cost.
✓ Driving Comfort :
Majority of the respondents (90) were satisfied with the driving comfort.
✓ Fuel Consumption :
Majority of the respondents (66) were satisfied with the fuel consumption.

❖ Customer satisfaction regarding service provided by the sales executive

✓ Perception regarding attitude of the sales executive:
Majority of the respondents (72) found sales executive attitude good.
✓ Satisfaction level as per delivery time:
Majority of the respondents (80) were satisfied by delivery time.
✓ Perception regarding complaints noted and attended:
Majority of the respondents (74) found that their complaints is noted
and attended by the service in charge.
❖ Overall satisfaction level of customers
✓ Satisfaction level regarding service provided by Toyota:
Majority of the respondents (75) were satisfied with the services
provided by the Toyota.
✓ Preference for purchase of next car from Toyota:
Majority of the respondents (72) would like to purchase another car
from Toyota.
✓ Suggesting to friends and family:
Majority of the respondents (88) would like to suggest their family and
friends to buy a car from Toyota.
 CHAPTER 7 : SUGGESTION & RECOMMENDATION

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

The only couple of problem noticed are:

➢ Some of the customers have complaints about the after sales service provided by
the showroom. Even though the complaints are minor, the showroom need to
resolve the customer’s after sales service issues in order to achieve full customer
satisfaction.
➢ Some of the customers have also complained about the slack in the delivery
process and timings. Therefore, this is the area which I recommend to the
showroom to focus a little bit more. It needs to improve its delivery process and
time. Need to become little quick and fast.
More staff is required as customers had to wait in peak season
 CHAPTER 8 : CONCLUSION

Customer satisfaction is the main factor for customers not only for them but also for the company
or firm. Therefor if the customers are satisfied with the product or services, then it helps the
company to grow and achieve more, will produce many quantity with good quality. According to
the survey conducted among the customers of “Wavestech” we have come to know that customer
satisfaction can be achieved if the customers are satisfied with the price reduction and extension of
warranty & guarantee period of the product and services.
There is excellent relationship between the company and the customers. There is proper guidance
that how to use for the customers. Hence the only problem being price and extension of product
service period is taken into account, the sales and efficiency of the output will be maximum thus
customer satisfaction can be achieved.
 CHAPTER 9 : BIBLIOGRAPHY

❖ http://www.guidesutoweb.com
❖ http://www.toyota-forklifts.eu
❖ http://www.toyotabharat.com
❖ http://www.scribd.com

❖ A Brief Understanding of International Business Strategy --A Case Study of Toyota

❖ Sales handbook, Toyota Kirloskar motors India Limited,2014-15

Ebrochure Toyota Motors PDF

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

❖ Marketing Management (4th edition), New Delhi; Macmillan

“A study on customer satisfaction of Toyota car with special”

 QUESTIONNAIRE

Personal Details:
A. Name:
B. Age
o 20 to 30
o 30 to 40
o 40 to 50
o Above 50
C. Gender
o Male
o Female
D. Occupation
o Business
o Service
o Professional
o Other
E. Annual Income Level
o Below 5 lakh
o 5 lakh to 10 lakh
o 10 lakh to 15 lakh
o Above 15 lakh

1. At present which Toyota car do you own?

o Liva
o Cross
o Corolla Altis
o Innova
o Fortuner
2. Which type of transmission you are currently using?
o Manual
o Automatic
3. For how many years you are using this car?
o 0-1
o 1-3
o 3-5
o Above
1. Please rate your satisfaction level after experiencing your car on scale
of 1-5 (5-highly agree, 1- highly disagree)
o Performance of the car
 1 2 3 4 5

o Maintenance cost

1 2 3 4 5

o Driving comfort

1 2 3 4 5

o Fuel consumption

1 2 3 4 5

o After sale service

1 2 3 4 5

2. How was the sales executive attitude towards you? (Greeting, seating, selling)
o Very good
o Good
o Average
o Poor
3. What was the delivery time offered by Toyota?
o 2-3 weeks
o 1 month
o 2 months
 o More than 2 months

4. Were you satisfied by deliver time?

o Yes
o No
5. Were all the complaints noted and attended by the service in charge?
o Yes
o No
6. Are you satisfied with the service provided by Toyota?
o Very satisfied
o Satisfied
o Varies
o Dissatisfied
7. Do you prefer to buy next car from Toyota?
o Yes
o No
8. Would you suggest your family and friends to buy a car from Toyota?
o Yes
o No
9. What additional services you require from Toyota to improve the service level?