New Project-Mba

A Study on Customer Satisfaction Towards Toyota Cars At Ravindu Toyota
CHAPTER -1
1. INTRODUCTION ABOUT THE ORGANIZATION
2. INDUSTRY PROFILE AND COMPANY PROFILE

2.1 INDUSTRY PROFILE
MARKET SIZE
Overall domestic automobiles sales increased at 6.71 per cent CAGR between FY13-
19 with 26.27 million vehicles getting sold in FY19 .Domestic automobile production
increased at 6.96 per cent CAGR between FY13-19 with 30.92 million vehicles manufactured
in the country in FY19
In FY19, year-on-year growth in domestic sales among all the categories was
recorded in commercial vehicles at 17.55 per cent followed by 10.27 per cent year-on-year
growth in the sales of three-wheelers.
Premium motorbike sales in India crossed one million units in FY18. During January-
September 2018, BMW registered a growth of 11 per cent year-on-year in its sales in India at
7,915 units. Mercedes Benz ranked first in sales satisfaction in the luxury vehicles
segment according to J D Power 2018 India sales satisfaction index (luxury).
Sales of electric two-wheelers are estimated to have crossed 55,000 vehicles in 2017-
2018.
INVESTMENTS
In order to keep up with the growing demand, several auto makers have started
investing heavily in various segments of the industry during the last few months. The
industry has attracted Foreign Direct Investment (FDI) worth US$ 21.38 billion during the
period April 2000 to March 2019, according to data released by Department for Promotion of
Industry and Internal Trade (DPIIT).
Some of the recent/planned investments and developments in the automobile sector in

India are as follows:
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 Ashok Leyland has planned a capital expenditure of Rs 1,000 crore (US$ 155.20
million) to launch 20-25 new models across various commercial vehicle categories in
2018-19.
 Hyundai is planning to invest US$ 1 billion in India by 2020. SAIC Motor has also
announced to invest US$ 310 million in India.
 Mercedes Benz has increased the manufacturing capacity of its Chakan Plant to
20,000 units per year, highest for any luxury car manufacturing in India.
 As of October 2018, Honda Motors Company is planning to set up its third factory in
India for launching hybrid and electric vehicles with the cost of Rs 9,200 crore (US$
1.31 billion), its largest investment in India so far.
 In November 2018, Mahindra Electric Mobility opened its electric technology
manufacturing hub in Bangalore with an investment of Rs 100 crore (US$ 14.25
million) which will increase its annual manufacturing capacity to 25,000 units.
ACHIEVEMENTS
Following are the achievements of the government in the past four years:
 Number of vehicles supported under FAME scheme increased from 5,197 in June
2015 to 192,451 in March 2018. During 2017-18, 47,912 two-wheelers, 2,202 three-
wheelers, 185 four-wheelers and 10 light commercial vehicles were supported under
FAME scheme.
 Under National Automotive Testing And R&D Infrastructure Project (NATRIP),
following testing and research centres have been established in the country since 2015
o International Centre for Automotive Technology (ICAT), Manesar
o National Institute for Automotive Inspection, Maintenance & Training
(NIAIMT), Silchar
o National Automotive Testing Tracks (NATRAX), Indore
o Automotive Research Association of India (ARAI), Pune
o Global Automotive Research Centre (GARC), Chennai
 SAMARTH Udyog – Industry 4.0 centres: ‘Demo cum experience’ centres are being
set up in the country for promoting smart and advanced manufacturing helping SMEs
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to implement Industry 4.0 (automation and data exchange in manufacturing

technology).
FUTURE AHEAD
The automobile industry is supported by various factors such as availability of skilled
labour at low cost, robust R&D centres and low cost steel production. The industry also
provides great opportunities for investment and direct and indirect employment to skilled and
unskilled labour.
Indian automotive industry (including component manufacturing) is expected to reach

Rs 16.16-18.18 trillion (US$ 251.4-282.8 billion) by 2026. Two-wheelers are expected to
grow 9 per cent in 2019.
2.2.COMPANY PROFILE
Ravidu Motors Pvt Ltd is a private company incorporated on 15 Jan 1997. It is
classified as Indian Non-government Company and is registered at register of companies,
Bangalore. Its authorized share capital is Rs.50, 000,000 and its paid up capital is Rs.
39,000,300.
Ravindu Motors Pvt Ltd’s Annual General Meeting (AGM) was last held on 28 Sept
2013 and as per records from Ministry of Corporate Affairs (MCA), its balance sheet was last
filed on 31 March 2014.
Ravindu Motors Pvt Ltd’s Corporate Identification Number (CIN) is

U31909KA1997PTC021648 and its registration number is 21648. Its registered address is
#25 CHORD ROAD OPP. ISCKON TEMPLE, RAJAJINAGAR, BANGLORE,
KARNATAKA- 560022, and INDIA.
COMPANY INFORMATION.
Corporate Identification Number U31909KA1997PTC021648
Name RAVINDU MOTORS PRIVATE LIMITED
RoC RoC-Banglore
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Registration Number 21648
Company Category Company limited by shares
Company Sub Category Indian Non-Government Company
Class of Company Private Company
Authorized Capital (in Rs) 50,000,000
Paid up Capital (in Rs) 39,000,300
No of Share Holders 13
Date of Incorporation 15 Jan 1997
Head office : Address #14/3, Melekote, Outer Ring road,

Sadashivanagara, Rajajinagar -572105.
Whether listed or not Unlisted
Date of last AGM 28 September 2013
Date of Balance sheet 31 March 2014
Company Status Active
Ravindu Motors Pvt Ltd is a private limited company based in Bangalore carrying on the
business of Auto Dealership for the world-renowned Toyota Motor Company, Japan.
RAVINDU TOYOTA is the Flagship dealer for Toyota Kirloskar Motors Private Limited
(TKML).
The Company's principals are Toyota Kirloskar Motor Private Limited, which is joint
venture between Toyota Motors Corporation (TMC) of Japan and Kirloskar Business
House.
3.2. PROMOTERS
The members of the board of directors are:
■ Meena Kirloskar :- Chairperson and Managing Director. Significant
Corporate experience in project management and
belongs to well known Kirloskar Business family.
■ Mohib N Khericha :- A Practicing Chartered accountant and a merchant
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Banker with over 15 years experience in financial

manage consultancy, capital markets and merchant
banking.
■ Janaki Kirloskar :- An Engineer by qualification with both domestic and
International experience in engineering & quality
Management.
■ Rukmini Kirloskar :- An Engineer.
The composition of the Board brings benefits of expertise in engineering, marketing
management, finance and business management to RMPL.
Experienced and qualified professional managers in key functions like - Sales
Engineering and Finance ably support the Managing Director.
3S Dealership
The objective of the dealership is:
• Participate in Toyota’s Ventures in India as a 3S dealer partner with long-term
relationship and investments and become a part of Toyota global network of 3S
dealers.
• 'Customer satisfaction' through association for world class quality of Toyota and its
products
• Assimilate world-class practice of Toyota in service and to customers.
• Growth through sustained market share, to achieve an attractive return on investment
Ravindu Toyota is 35 dealership offering sales, service, and spares The dealership
policy is guided by total quality management in Sales , Marketing, Service & Service Parts
to meet the customer's expectations, upholding brand image to emerge as a leader. In the All
India network of TKML
Briefly the 3's dealership has the following features:

 Sales
 Service
 Spares
The sale of vehicles is not the end of the business, but the start of continued
relationships. It employee best talented personnel & trained them on regular basis by Toyota
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& certified trainer.
Service as per the Toyota worldwide standards creating loyalty and repeat customers.
Facility and equipments are as per TKML standards. Ravindu employ the best talent of
automobile engineers and technicians and trained on a regular basis by Toyota and in house
training is given to all other intermediate level by certified trainer.
Is an integral part of 3'S dealership? The spares support is backed by proper storage,
handling facility, planning for spare parts. Stock is always maintained as per norms to meet
the customer needs.
INFRASTRUCTURAL FACILITIES
 Showroom Interiors
 Workshop
 Showroom Reception
 Service parts Warehouse
 Canteen Facility
 Spacious sitting area for customers
 Luxurious waiting lounge with audio visuals
 Separate counter for booking, delivery, cash, Ravindu Toyota Finance and Insurance.
 Computerized engine check
 Vast area of parking
 Discussing table for customers.
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ORGANISATION STRUCTURE
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3. VISION, MISSION AND QUALITY POLICY

3.1. VISION
Customer delight through continuous improvement driven by integrity & team work
in every aspect of work.
3.2. MISSION
Our mission is placing customer satisfaction first, integrating sales, service and
service parts (3S) in a single convenient location; we contribute to speedy and efficient
service, making customers to experience the convenience and pleasure of owning Toyota
automobile.
3.3.QUALITY POLICY (Goals, Values and Beliefs)
Our goal at Ravindu Toyota is to provide outstanding customer service in all aspects.
The team of our dedicated and competent personnel is creative, adaptive, flexible and
intelligent to face the changes in our business environment time to time. Ravindu believe in,
• Quality of Work
• Open communication
• Teamwork and Co-operation
• Mutual Respect
• Integrity
• Innovation and risk taking
• Adapting to Changes
• Time Management
4. PRODUCTS PROFILE
 Etios Liva
 Etios Go
 Innova
 Corolla Altis
 Fortuner
 Camry
 Prius
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 Land Cruiser Prado

 Land Cruiser 200
 Product wise Accessories (Spare parts).
TOYOTA CAR MODELS

TOYOTA ETIOS LIVA
TOYOTA ETIOS
TOYOTA ETIOS CROSS TOYOTA INNOVA
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TOYOTA COROLLA ALTIS
TOYOTA FORTUNER
TOYOTA CAMRY
TOYOTA PRIUS
SERVICES AT RAVINDU TOYOTA

 Services-Free service and paid service
 Running repair
 Quick service repair
 Break down service
 Insurance
 Financial service.
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5. AREAS OF OPERATION (Regional).
1. Ravindu Toyota - Raiaiinagar

25, Chord Road, Opposite ISKCON Rajajinagar Industrial Suburb Bangalore 560022
2. Ravindu Toyota - Avalahalli

No. 3/1 Avalahalli Village, Bidarahalli Hobli
K.R.Puram
Bangalore East Taluk.
3. RavinduToyota -Victoria
VaswaniVictoria30,VictoriaRoad
Bangalore560025.
4. Ravindu Toyota - Marathahalli

80/35Bellandur Village,
VarthurHobli, Marthahalli Ring Road
Bangalore-560103
6. COMPETITOR’S INFORMATION
 Maruthi Suzuki
 Tata Motors
 Hyundai India
 Chevrolet
 Ford India
 Honda India
 Mahindra & Mahindra.
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7. FUTURE GROWTH AND PROSPECTS
Ravindu Toyota currently employees staff comprising of skilled sales and service
staff technicians, market and service managers, financial officers, insurance officers, finance
administration managers , personnel &HR Management. The team is highly motivated
compensated by a performance based incentive system.
• An organization is committed to employing, developing and retaining talented,

highly motivated individuals to meet Organizational Goals and Objectives.
• Organization will ensure development of skills/knowledge, abilities to perform and to
meet the organizational and individual needs.
• Recognize individual contribution at all levels and appreciate innovative effort and
accomplishments
• Ravindu’s greatest asset is its employees, and its mission is to build employee
commitment.
• Develop and enhance performance consistent with the organizational goals.
• Reinforce positive work habits and ethics.
• Identification of low performers and resultant corrective action.
• Set the objectives so that expectations are clear.
• Prevention of Sexual Harassments in organization.
• Developing, Nourishing and engaging the human talent.
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8. FINANCIAL STATEMENT
FINANCIAL STATEMENT OF YEAR 2018 AND 2019
March
Sources Of Funds March19
18
Total Share Capital 6.42 6.42
Equity Share Capital 6.42 6.42
Share Application Money 0.00 0.00
Preference Share Capital 0.00 0.00
Reserves 164.45 158.24
Revaluation Reserves 0.00 0.00
Net worth 170.87 164.66
Secured Loans 2.47 3.78
Unsecured Loans 0.00 0.00
Total Debt 2.47 3.78
Total Liabilities 173.34 168.44
Application Of Funds
Gross Block 123.54 115.57
Less: Accumulated Depreciation 60.23 56.46
Net Block 63.31 59.11
Capital Work in Progress 4.20 3.76
Investments 0.00 0.00
Inventories 25.15 19.02
Sundry Debtors 39.89 45.57
Cash and Bank Balance 3.50 9.12
Total Current Assets 68.54 73.71
Loans and Advances 103.63 89.99
Fixed Deposits 0.00 0.00
Total CA, Loans & Advances 172.17 163.70
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Deferred Credit 0.00 0.00
Current Liabilities 51.05 44.98
Provisions 15.28 13.13
Total CL & Provisions 66.33 58.11
Net Current Assets 105.84 105.59
Miscellaneous Expenses 0.00 0.00
Total Assets 173.34 168.44
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CHAPTER – 2
1. THE MCKINSEY 7-S FRAMEWORK
The McKinsey 7S Framework is a management model developed by well-known

business consultants Robert H. Waterman, Jr. and Tom Peters in the 1980s. This was a
strategic vision for groups, to include businesses, business units, and teams. The 7 Ss are
structure, strategy, systems, skills, style, staff and shared values.
The Mckinsey’s 7S framework of Ravindu Toyota Limited:
Staffing:
Ravindu Toyota recruitment policy is designed to attract the right talent at the right time, to
enhance the net worth of human capital and to obtain the best possible person-to-job, which
will contribute to company's effectiveness.
The company's Recruitment policy aims at:
 Being fair and consistent;

 Being non- discriminatory on the grounds of sex, race, age, religion or disability;
conform to statutory regulations.
Skills:
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Managing the surplus manpower with a human touch has and always will be the cornerstone
of the HR Policy of Ravindu Toyota . In times to come, certain modifications may have to be
made in view of economic considerations, but the underlying philosophy as envisaged by the
Founder has a stamp of permanence in Ravindu Toyota .
Style:
The sale of vehicles is not the end of the business, but the start of continued relationships. It
employee best talented personnel & trained them on regular basis by Toyota & certified
trainer. Sales and service from Ravindu Toyota , combines innovation, functionality and
style, to offer a never- before range in selling cars at Bangalore.
Systems:
The present system of Ravindu Toyota has been designed keeping in mind any organization
in the service industry where the primary resource is manpower. This system can be
customized and implemented in any service organization. It gives a tool to manage the human
resource through efficient deployment and management of manpower. The top management
can use this system to manage the implementation of strategies by checking that the human
resources are deployed in a proper manner to achieve the business goals.
Strategy:
 Seek and maintain control over raw material

 Focus on high growth in emerging markets and pricing stability in developed markets.
Structure
Ravindu Toyota structure is comprised of subdivision of the assignments and the further
regulation. There is no challenge in realizing the strategy of the company that strives to
broaden and develop its business as well as the brand.
Shared values
Ravindu Toyota focuses on the quality and customer satisfaction that is being promoted
through the product and the image of the company.
2.SWOT ANALYSIS
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SWOT Analysis is the process of analyzing and evaluating the Strengths, Weakness,
Opportunities and Threats to the organization.
Strength: It emphasizes on the strength of the organization. It finds way to utilize its
strength and improve the same. They are the attributes of the organization that are helpful to
achieving the objective.
Weakness: They are the attributes of the organization that are harmful to achieving the
objective. Every organization has its own weakness too. The problem is to remove its
weakness or minimize it.
Opportunities: They are external conditions that are helpful to achieving the objective.
There may be unutilized opportunities in an organization. These opportunities should be
discovered and harnessed in a proper way.
Threats: They are external conditions which could do damage to the business's
performance. Every business has threats. It may be the competitors, new products or
technology.
The problem is how to tackle and eliminate these threats. It may be done by offering
competitive prices, introducing new products and product lines. Weakness and threats need to
be converted to strength and opportunities of the organization.
Identification of SWOTs is essential because subsequent steps in the process of

planning for achievement of the selected objective may be derived from the SWOTs. First,
the decision makers have to determine whether the objective is attainable, given the SWOTs.
If the objective is not attainable a different objective must be selected and the process
repeated.
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The aim of any SWOT analysis is to identify the key internal and external factors that are
important to achieving the objective. SWOT analysis groups key pieces of information into
two main categories:
Internal factors – The strengths and weaknesses internal to the organization.
External factors– The opportunities and threats presented by the external
environment.
Here is a SWOT Analysis of Ravindu Toyota, Rajajinagar
Strengths of Ravindu Toyota
 Experience- It is one of finest dealer of automobile. It will be celebrating its 11th

year along with. It was appointed as dealer for Toyota vehicles and spare parts in the
year. Therefore it has a tremendous experience in this automobile business.
 Trust- It has gained the trust of people of Karnataka especially in the Bengaluru for
its quality sales and service.
 Motivated Professionals Dedicated and motivated team of professional managers
with necessary empowerment at all branches to effectively monitor the operations
with employee strength of over 80. Periodic management review meeting organized
for reviewing of performance.
 Effective Marketing and Sales Promotion- Marketing and sales promotion awards
have been consistently awarded from Toyota for the last 5 years.
 Leadership in Toyota Dealers- Ravindu Toyota is one of the top Toyota dealers in
Rajajinagar. They are having many branches at Bengaluru.
 It has finest infrastructure with hi-tech amenities among all the dealers in Rajajinagar.
 The organisation has very well goodwill in the market.
Weaknesses of Ravindu Toyota
 Location: 6 km away from main city.

 Accessories Display: Accessories are displayed at a corner where customers hardly
go. It should be displayed at front, near cars and in a systematic and attractive manner.
 Capabilities: Currently Ravindu Toyota, Rajajinagar is not capable of dealing with
Land cruiser Pardo and Land cruiser 200 Model. It should sort out this problem with
new positioning and marketing Strategies.
 High price quoted to the spares, accessories and even some times to services.
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Opportunities of Ravindu Toyota
 Expansion: It is now the leader and major dealer in Rajajinagar. It can slowly expand
its leadership in all over Karnataka by slowly opening up branches in all around the
state.
 Central Mega Showroom: Ravindu Toyota can introduce a Central Mega Showroom
at Rajajinagar to establish itself a new level of Ravindu Toyota brand name.
It should be one of the biggest Toyota showrooms and service centre. It should
display all models of Toyota cars and accessories.
 The public’s income is growing and many new customers may arise.
 Evolution of new niche market.
Threats to Ravindu Toyota

 Entry of foreign companies in the automobile industry.
 Competitive Dealers: Previously in Ravindu Toyota was the sole dealer of
Toyota Cars. Now so many other dealers like Nandi Toyota and Viva Toyota have
come up in the market and pose a threat.
 Entry of other Brands: Toyota is the second largest leader in the Indian
automobile market. Only Maruti Suzuki Motors was its competitor. However, so
many automobile manufacturers like Honda, Hyundai, Ford, Fiat, GM and
Volkswagens have entered the Indian automobile market.
 These cars are more powerful and of higher quality and they have a Global Brand
name.
 Change of Taste: Economy of India is slowly growing and the taste for
automobiles gone up from fuel efficient and affordable cars to high-end cars with
greater power. At present, there are showrooms of exotic cars like Skoda and
Renault in India.
 Increase in petrol and diesel price which leads to decrease in sales.
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CHAPTER – 3
1. INTRODUCTION ABOUT THE CAPSTONE PROJECT WORK
2. TOPIC CHOOSEN FOR STUDY:

A Study on “Customer Satisfaction towards Toyota Cars” at Ravindu Toyota, Tumkur.
3. NEED FOR THE STUDY:
In present world customer satisfaction is very important. Consumer is king in the

market, so based on consumer requirements and expectation, we need to go for producing a
car, so my statement of the problem is how Toyota Car will fulfill the needs of consumer that
leads to consumer satisfaction.
Now a day’s business is extremely competitive for all the products and it is needless to say that
any company has to win the confidence of its customers. So it is necessary to clarify the position of
the product of a particular company about its quality and customer Satisfaction. Following are the
basic needs for this study:
 To conduct a market survey and study the Customer satisfaction regarding the Toyota
cars.
 To collect the pre purchase behavioural attitude of the prospective buyers.
 To come out with necessary suggestions to improve the level of consumer awareness
and attitude towards the vehicle and hence to improve its sales.
4. DETAILED LITERATURE REVIEW
M.C. Vijayakanth Urs, A N Santosh Kumar, A.N. Hari Rao (OCT 13) Customer satisfaction
is the key to business servers. According to a study Customer in India are more concerned
with the service that are performed at timely manner with the affordable cost The Dealer in
India must be responsive to all the needs of their customer; simply providing a good product
at a good price is no longer enough. satisfied customer’s form the foundation of any
successful business as customer satisfaction leads to repeat purchase, brand loyalty, and
positive word of mouth. Customer are satisfy only they get good or positive services from the
dealers. It is good enough to the dealers when they maintain proper quality so customer can
attract.
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Kavita and Savita (2013) studied about "A Study of Customer Satisfaction with Reference to
Tata Motor Passenger Vehicles." Sample size of 100 respondents was chosen who are using
the Tata car. Convenience sampling technique was adopted. The study reveals that the
customer are mostly satisfied with design, safety, price, status brand name, comfort level,
mileage, interior space, spares part and after sale service.
Usha and Nallabala (2014) conducted a research on "A Study on Customer Satisfaction on
Fiat Car at Concorde Motors in Chennai." Objectives of the study were factors that lead to
customer satisfaction, level of satisfaction towards the FIAT car and opinion about quality
and services of Product. Sample size was taken 150 respondents who used FIAT car.
Descriptive statistics and Chi-square analysis were used for data analysis. The study found
that (59%) of the respondents were satisfied with after sales services, (76%) of the
respondents were satisfied with the test drive and (61%) of the respondents were satisfied
FIAT car users. Kishor (2014) researched that "A Study on Customer Satisfaction of ‘B’
Segment Maruti Cars in Hyderabad City." 150 respondents were chosen for collecting
primary data with structured questionnaire. Simple Percentage Method, Weighted Average
Method and Chi Square Test were used for the data analysis. The study shows that most of
the customers felt maintenance cost of Maruti Car is high. Some of the customers were
opinion uncomfortable with the back foot area and boot space area and etc.
Vijayakanth, Santosh and Rao (2014) studied about "Customer Satisfaction Index in Multi
Brand Car Service Centre across Karnataka." Quantitative research design was adopted in
this study. Descriptive statistics was used for data analysis. Sample size was 100. The study
found that Personal Car Users across Karnataka were satisfied with service offered by the
Multi brand service centre. The study also shows that satisfied percentage was more than
dissatisfies. Archana and Srivatava (2013) studied about "Factors Affecting Customer
Satisfaction: A Study on Maruti Suzuki." Simple random sampling technique was adopted for
primary data collection. Sample size was 100 respondents of Maruti Suzuki users. The study
found that customer’s level of satisfaction was moderate for most of the attributes, seasonal
offers, except discounts and Delivery period. Satisfaction levels for pricing attributes (such as
Car price, service charges and discounts) are generally lower compared product related
attributes.
Javed et. Al (2015) The study is about customer satisfaction and service quality in four
wheeler automobile industry. It deals with the review on customer satisfaction and its effect
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on automobile industry. Throughout the study, different variables have been studied such as
Customer satisfaction, Service quality and Perceived service. The authors have used service
quality model in order to indicate that the customer satisfaction is most important part of any
industry. Therefore, it is the main responsibility of service industries to improve customer
satisfaction and quality of service which is beneficial to enhance the no. of new customers.
5. RESEARCH GAPS
There are various studies and research conducted in the area of automobile and most
studies are talking about particular sectors only. These studies are mostly on customer
satisfaction, service quality and loyalty based studies.
“A Study on Customer Satisfaction towards Toyota Cars At Ravindu Toyota,

Bangalore”. Therefore, this study plans to examine how service quality and customer value is
putting an impact on the customer satisfaction of Toyota car users.
6. STATEMENT OF THE PROBLEM
Increasing competition, ever growing market, easy availability of finances and

increasing population of young executives, with huge disposable incomes, over the past few
years has sustainably increased the sales in the automobile industry. Also competition among
the dealers of the products has increased with each trying to maximize their customer base.
This makes it imperative for the dealers to provide the best of the services and exceed the
customer expectations to achieve customer delight and loyalty.
The study tries to understand the key service parameters and reflect upon the
dysfunctional areas, thus providing the dealer with an insight into the level of customer
satisfaction and changing trends of the customer expectations.
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7. OBJECTIVES OF THE STUDY
 To assess the level of satisfaction of the customers towards Toyota Cars.

 To analyse the various factors which influencing the customers to purchase Toyota
cars.
 To find out the customer requirements and expectations towards Toyota Cars.
 To get the suggestions from respondents towards Toyota Cars.
8. HYPOTHESIS
9. SCOPE OF THE STUDY
In fact, four wheelers i.e., cars are being produced and it has consumer in all over the
world. Mainly this study is restricted to Rajaji nagar and to know different kinds of attitude
behavior and satisfaction level of the consumer satisfaction towards Toyota cars in Ravindu
Toyota.
10.METHODOLOGY ADOPTED
The type of research used in the study is descriptive Research. A descriptive research
includes surveys and fact findings enquiries of different kinds. The major purpose of
Descriptive Research is the description of state of affairs as it exists at present.
The survey method was adopted for this study field work & telephonic survey
conducting in Bangalore region respondents were ask to fill the questionnaire.
The information thus collected constitutes primary data secondary data.
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10.1 Sources of Data:
Analysis and interpretation of data is based on both primary and secondary data.
 Primary data:
The primary data is based on the data collecting from customers and dealer through
structured questionnaire.
 Secondary data:
Secondary data is the information that already exists or another purpose. The Secondary
data was collected through Brochures company profile company magazines, websites, print
matters, wallpapers, magazines and information from dealers.
10.2 Sampling unit:
Survey will be conducting in the Ravindu Motors (Toyota), Rajaji nagar, Bangalore.
10.3 Sampling size:
The sample size for this study is 100 Ravindu Toyota customers.
10.4 Sampling technique:
 Convenience sampling: The selection of units from the population based on their
easy availability and accessibility to the researcher.
As the customers of Toyota cars are in around Rajaji nagar, it is not possible to
do survey for all customers. So, according to the convenience, the customers who are
residing only in Rajaji nagar, Bangalore are considered as the target group to carry out
this thesis successfully in the research study.
 Statistical tool used : Simple percentage analysis
11. LIMITATIONS OF THE STUDY

 The Survey was limited to Bangalore City only.
 The respondents were less interested in answering the questionnaire,

as they felt that it was an interruption to their regular work.
 The number of respondents was limited to 100 only.
 Some of the respondents are not open in giving their opinions. This is
normal in any field study.
Page 24
CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

TABLE 4.1
TABLE SHOWING GENDER OF THE OVERALL RESPONDENTS
Gender No of Respondents Percentage
Male 76 76
Female 24 24
Total 100 100
Analysis:
From the above table analyzed that, the 76% respondents are male and rests 24% are
female respondents.
Page 25
GRAPH 4.1
PERCENTAGE SHOWING GENDER OF OVERALL RESPONDENTS
24%
MALE
FEMALE
76%
Interpretation:
From the above graph it is found that majority of the respondents are males.
Page 26
TABLE 4. 2
TABLE SHOWING AGE DETAILS OF THE RESPONDENTS
Age No of respondents Percentage
21-30 16 16
31-40 52 52
41-50 22 22
51 & above 10 10
Total 100 100
Analysis:
The study reveals that out of 100 respondents, 16% of the respondents belong to the
age group of 21-30, 52% of the respondents belong to the age group of 31-40, 22% of the
respondents are belong to age group of 41-50 and rest 10% of respondents are above 50
years.
Page 27
GRAPH 4. 2
PERCENTAGE SHOWING AGE DETAIL OF THE RESPONDENTS
10%
16%
21-30
31-40
22%
41-50
51 & ABOVE
52%
Interpretation:
From the above graph it shows that majority of the respondents belong to the age
group of 31-40 years.
Page 28
TABLE 4. 3
TABLE SHOWING THE MONTHLY INCOME OF THE RESPONDENTS
Monthly income No of respondents Percentage
Less than 20000 4 4
20000-30000 10 10
30000-40000 34 34
More than 40000 52 52

Total 100 100
Analysis:
From the above table analyzed that, the 4% of the respondent’s monthly income is
less than 20000, 10% are 20000-30000, 34% of the respondents are 30000-40000, and 52%
of respondent’s income is more than 40000.
Page 29
GRAPH 4. 3
PERCENTAGE SHOWING THE MONTHLY INCOME OF THE RESPONDENTS
4% 10%
52% LESS THAN 20000

20000-30000
30000-40000
34% MORE THAN 40000
Interpretation:
From the above graph it is found that most of the respondent’s income is more than
40000.
Page 30
TABLE 4.4
TABLE SHOWING THE PROFESSION OF THE RESPONDENTS
Occupation No of respondents Percentage

Govt Employees 8 8
Professionals 40 40
Business people 46 46
Others 6 6
Total 100 100
Analysis:
From the above table the result shows that out of 100 respondents, 40% of
respondents are professionals, 46% of the respondents are business people and 8% are Govt
employees and 6% of the respondents are house wives.
Page 31
GRAPH 4.4
PERCENTAGE SHOWING THE PROFESSION OF THE RESPONDENTS
6% 8%
GOVT EMPLOYEES
PROFESSIONALS
BUSINESS PEOPLE
40% OTHERS
46%
Interpretation:
From the above graph it is found that majority of the respondents are professionals
and self employed i.e. business peoples.
Page 32
TABLE 4.5
TABLE SHOWING THE RESPONDENTS OF DIFFERENT
MODEL OF TOYOTA CARS
Opinion No of respondents Percentage
Innova 26 26
Etios Liva 54 54
Etios Go 08 08
Corolla Altis 6 6
Fortuner 4 4
Camry 2 2
TOTAL 100 100
Analysis
From the above table it is analyzed that, out of 100 respondents54% have preferred
Etios Liva, 26% have preferred Innova, 8% have preferred Etios Go, 6% have preferred
Corolla Altis, 4% have preferred Fortuner, & 2% preferred Camry.
Page 33
GRAPH 4.5
SHOWING THE PERCENTAGE OF RESPONDENTS OF DIFFERENT
MODEL OF TOYOTA CARS
6% 26%
8% 4% 2%
INNOVA
ETIOS LIVA
ETIOS GO
COROLLA ALTIS
FORTUNER
CAMRY
54%
Interpretation
From above graph it is interpreted that, majority of the respondents have preferred
Toyota Etios Liva & Innova.
Page 34
TABLE 4.6
TABLE SHOWING FEATURES INFLUENCE CUSTOMER TO BUY A CAR
Brand Name 44 44
Mileage 20 20
Service 18 18
Technology 08 08
Color 10 10
Total 100 100
Analysis
It is analyzed from the above table that 44% of the customer are see the brand name
when they are going to purchase the car, 20% sees mileage, 18% customer see the service and
10% are looking the colour and 8% see the technology.
Page 35
GRAPH 4.6
PERCENTAGE SHOWING THE FEATURES INFLUENCES THE
10%
8%
BRAND NAME
44%
MILEAGE
SERVICE
18% TECHNOLOGY
COLOUR
20%
CUSTOMERS TO BUY A CAR
Interpretation
From the above graph it is found that most of the customers are influenced from the
brand name of the car.
Page 36
TABLE 4.7
TO SHOW THE SATISFACTION OF CUSTOMER ABOUT THE PERFORMANCE
OF THE CAR, ACCORDING TO THEIR NEEDS AND WANTS
Excellent 14 14
Very Good 58 58
Good 28 28
Fair 0 0
Poor 0 0
TOTAL 100 100
Analysis
It is analyzed from the above table that 14% of the customers are very much satisfied,
58% of the customers are very satisfied with the performance of the car and rests of them are
satisfied.
Page 37
GRAPH 4.7
PERCENTAGE SHOWS THE SATISFACTION LEVEL OF CUSTOMER ABOUT
THE PERFORMANCE OF THE CAR, ACCORDING TO
THEIR NEEDS AND WANTS
14%
28%
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
58%
Interpretation
From the above graph it is found that most of the respondents are satisfied with
performance of the cars.
Page 38
TABLE 4.8
TO SHOW THE LEVEL OF SATISFACTION TOWARDS THE OVERALL
QUALITY OF THE PRODUCT
Very Unsatisfied 0 0
Unsatisfied 0 0
Neutral 4 4
Satisfied 80 80
Very Satisfied 16 16
Total 100 100
Analysis
It is analyzed from the above table, which 80% of the customers are satisfied from the
quality of the product and rest of them is satisfied.
Page 39
GRAPH 4.8
PERCENTAGE SHOWING THE LEVEL OF SATISFACTION TOWARDS THE
OVERALL QUALITY OF THE PRODUCT
16%
4%
VERY UNSATISFIED
UNSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
80%
Interpretation
From the above graph it is found that most of the customers are satisfied with the
quality of the product.
Page 40
TABLE 4.9
TO SHOW THE LEVEL OF SATISFACTION OF THE PRODUCT
TOWARDS THE MILEAGE
Unsatisfied 0 0
Neutral 28 28
Satisfied 60 60
Total 100 100
Analysis
It is analyzed from the above data that 60% of the customers are satisfied with the
mileage of the car 12% is very satisfied 28% are neutral response.
Page 41
GRAPH 4.9
PERCENTAGE SHOWING THE OF SATISFACTION LEVEL OF THE PRODUCT
TOWARDS THE MILEAGE
12%
28%
VERY UNSATISFIED
UNSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
60%
Interpretation
From the above graph it is found that most of customers are satisfied with the
mileage of the car.
Page 42
TABLE 4.10
SHOWING THE LEVEL OF SATISFACTION OF PRODUCT TOWARDS AT
PRESENT USAGE EXPERIENCE
Unsatisfied 0 0
Neutral 10 10
Satisfied 74 74
Total 100 100
Analysis
It is analyzed from the above data that 16% of the customers are very satisfied, 74%
of the customers are satisfied and 10% of customers are neutral responses with at present
usage experience of the product.
Page 43
GRAPH 4.10
PERCENTAGE SHOWING THE OF SATISFACTION LEVEL OF PRODUCT
TOWARDS AT PRESENT USAGE EXPERIENCE
10%
16%
VERY UNSATISFIED
UNSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
74%
Interpretation
From the above graph it is found that most of the customers are satisfied with product
at present usage experience.
Page 44
TABLE 4.11
TABLE SHOWING THE LEVEL OF SATISFACTION OF THE PRODUCT
TOWARDS THE PRICE
Unsatisfied 0 0
Neutral 68 68
Satisfied 32 32
Very Satisfied 0 0
Total 100 100
Analysis
It is analyzed from the above data that 68% of the customers have neutral response
about the price of the product and 32% are satisfied.
Page 45
GRAPH 4.11
TOWARDS THE PRICE
32%
VERY UNSATISFIED
UNSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
68%
Interpretation
From the above graph it is found that most of customers have neutral response &
some are satisfied with the price of the product.
Page 46
TABLE 4.12
TABLE SHOWING THE LEVEL OF SATISFACTION OF THE PRODUCT
TOWARDS THE OVERALL PURCHASE EXPERIENCE
Unsatisfied 0 0
Neutral 0 0
Satisfied 76 76
Total 100 100
Analysis:
It is analyzed from the above data that 76% of the customers are satisfied and 24% of the
customers are very satisfied of the overall purchase experience with the company.
Page 47
GRAPH 4.12
TOWARDS THE OVERALL PURCHASE EXPERIENCE
24%
VERY UNSATISFIED
UNSATISFIED
NEUTRAL
SATISFIED
VERY SATISFIED
76%
Interpretation
From the above graph it is found that most of the respondents are satisfied with
overall purchase experience.
Page 48
TABLE 4. 13
TABLE SHOWING MEDIUM OF INFORMATION ABOUT NEW CAR
OF THE COMPANY
Advertisement 54 54
Sales Representative 0 0
Friends 26 26
Others 20 20
TOTAL 100 100
Analysis:
It is analyzed from the above data that 54% of the people are getting the information
of the new car from the advertisement, 26% from friends and 20% from other sources.
Page 49
GRAPH 4.13
PERCENTAGE SHOWING THE MEDIUM OF INFORMATION ABOUT NEW CAR
OF THE COMPANY
20%
ADVERTISEMENT
SALES REPRESENTATIVE
54% FRIENDS
OTHERS
26%
Interpretation
From the above graph it is found that most of the customers are getting information
of new car of the company from advertisement.
Page 50
TABLE 4.14
TABLE SHOWING VARIOUS PURPOSES CUSTOMERS ARE USING THE CAR
Personal use 60 60
Family Members 8 8
Official use 20 20
Others 12 12
TOTAL 100 100
Analysis
It has been analyzed from the above data that 60% of the customers using the car for
personal use, 8% are used by the family members, 20% are using for the official use and 12%
used by the others.
Page 51
GRAPH 4.14
PERCENTAGE SHOWING IN THE VARIOUS PURPOSES OF USING THE CAR
12%
20%
PERSONAL USE
FAMILY PURPOSE
OFFICIAL USE
OTHERS
60%
8%
Interpretation
From the above graph it is found that, the most of the customers are using the car for
their personal use.
Page 52
TABLE 4.15
TABLE SHOWING SOURCES OF INFORMATION ABOUT RAVINDU MOTORS
Newspaper 32 32
Banner/ Hoardings 10 10
Friends 20 20
Others 38 38
TOTAL 100 100
Analysis
It has been analyzed from the above table that, the 32% of the customers are get the
company’s information by the newspaper, 20% are from friends and 48% from other sources.
Page 53
GRAPH 4.15
PERCENTAGE SHOWING THE SOURCES OF INFORMATION ABOUT
RAVINDU MOTORS
32%
38%
NEWSPAPER
BANNER/HOARDINGS
FRIENDS
OTHERS
10%
20%
Interpretation
From the above graph it is found that most of the respondents are get the information
about the company from newspaper and other sources.
Page 54
TABLE 16
TABLE SHOWING TEST DRIVE OFFERED BY THE COMPANY
Yes 86 86
No 14 14
TOTAL 100 100
Analysis
It has been analyzed from the above data that 86% of the customers are offered by the
test drive and 14% of customers are not offered.
Page 55
GRAPH 4.16
PERCENTAGE SHOWING THE TEST DRIVE OFFERED BY THE COMPANY
14%
YES
NO
86%
Interpretation
From the above graph it is found that most of the customers are offered test drive by
the company.
Page 56
TABLE 4.17
TABLE SHOWING AVAILABILITY OF FINANCE FOR THE CAR
Yes 80 80
No 20 20
TOTAL 100 100
Analysis
It has been analyzed from the above data that 80% of the customers are get the
financial availability and 20% are not get the financial facility by the company.
Page 57
GRAPH 4.17
PERCENTAGE SHOWING THE AVAILABILITY OF FINANCE FOR THE CAR
20%
YES
NO
80%
Interpretation
From the above graph it is found that most of the customers have the information of
availability of the finance for the car.
Page 58
Table 4.18
TABLE Showing insurance taken by the customer from the company
Yes 90 90
No 10 10
TOTAL 100 100
Analysis
It has been analyzed from the above data that 90% of the customers are taking the
insurance for their car from same company rest 10% are not taking insurance from the same
company.
Page 59
GRAPH 4.18
PERCENTAGE SHOWING THE INSURANCE TAKEN BY THE CUSTOMERS
FROM THE COMPANY
10%
YES
NO
90%
Interpretation
From the above graph it is found that most of the customers are taking the insurance
from company.
Page 60
TABLE 4.19
TABLE SHOWING THE RATE OF RESPONSIVENESS OF THE SALES PERSON
TO THE CUSTOMER’S QUIRES
Excellent 0 0
Very Good 80 80
Good 20 20
Fair 0 0
Poor 0 0
Total 100 100
Analysis
It is analyzed from the above data that 80% of the customers are very satisfied with
the response of the sales person and rest 20% of them are satisfied.
Page 61
GRAPH 4.19
PERCENTAGE SHOWING THE RATE OF RESPONSIVENESS OF THE SALES
PERSON TO THE CUSTOMER’S QUERIES
20%
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
80%
Interpretation
From the above graph it is found that most of the respondents are satisfied with the
rate of responsiveness of the sales person to the customer’s quires.
Page 62
TABLE 4. 20
TABLE SHOWING DESCRIPTION OF THE SERVICE PROVIDED AT
THE TIME OF PURCHASE
Excellent 40 40
Very Good 28 28
Good 32 32
Fair 0 0
Poor 0 0
Total 100 100
Analysis
It is analyzed from the above data that 40% of the customers are said excellent, 28%
customers are said very well and 32% of customers are good with the description of the
service at the time of purchase.
Page 63
GRAPH 4. 20
PERCENTAGE SHOWING THE DESCRIPTION OF THE SERVICE PROVIDED
AT THE TIME OF PURCHASE
32%
40%
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
28%
Interpretation
From the above graph it is found that most of the customers are satisfied with description
of the service provided at the time of purchase.
Page 64
TABLE 4. 21
TABLE SHOWING SATISFACTION TOWARDS AFTER SALE SERVICE
Excellent 8 8
Very Good 52 52
Good 30 30
Fair 10 10
Poor 0 0
Total 100 100
Analysis
It is analyzed from the above data that 8% of the customers are said excellent, 52% of
the customers are said very well with the description of after sale service and 30% are said
good, which shows that all are satisfied.
Page 65
GRAPH 4.21
PERCENTAGE SHOWING THE SATISFACTION LEVEL TOWARDS AFTER
SALE SERVICE
10% 8%
EXCELLENT
30%
VERY GOOD
GOOD
FAIR
52%
POOR
Interpretation
From the above graph it is found that most of the customers are satisfied are satisfied
with after sales service.
Page 66
TABLE 4.22
TABLE SHOWING RELATIONSHIP OF CUSTOMER WITH THE COMPANY
Excellent 0 0
Very Good 42 42
Good 58 58
Fair 0 0
Poor 0 0
Total 100 100
Analysis
It is analyzed from the above data that 42% of the customers have nice relationship with the
company and rest of them is also having good relationship.
Page 67
GRAPH 4.22
PERCENTAGE SHOWING THE RELATIONSHIP OF CUSTOMER
WITH THE COMPANY
42%
EXCELLENT
VERY GOOD
GOOD
FAIR
58% POOR
Interpretation
From the above graph it is found that most of the customers have good relationship
with the company.
Page 68
TABLE 4.23
TABLE SHOWING THE COMPARISON BETWEEN COMPANY
PRODUCT AND OTHER PRODUCT
Much better 45 45
Somewhat Better 30 30
About the same 25 25
Somewhat worse 0 0
Much worse 0 0
Total 100 100
Analysis
It is analyzed from the above data that 44% of the customers have good reputation of
the product, 30% customer mind the product is better and rest 26% has neutral.
Page 69
GRAPH 4.23
PERCENTAGE SHOWING THE COMPARISON BETWEEN COMPANY
PRODUCT AND OTHER PRODUCT
26%
MUCH BETTER
44% SOMEWHAT BETTER
ABOUT THE SAME
SOMEWHAT WORSE
MUCH WORSE
30%
Interpretation
From the above graph it is found that most of the customers have a good reputation
and better opinion about the product.
Page 70
TABLE 4.24
TABLE SHOWING UPDATES OF AUTO INFORMATION FROM
THE COMPANY TO PEOPLE
Regularly 70 70
Not regularly 30 30
Very rarely 0 0
TOTAL 100 100
Analysis
It is analyzed from the above data that 70% of the customers get the auto information
and rest 30% of all do not get the information.
Page 71
GRAPH 4.24
PERCENTAGE SHOWING THE UPDATES OF AUTO INFORMATION FROM
THE COMPANY PEOPLE
30%
REGULARLY
NOT REGULARLY
VERY RARELY
70%
Interpretation
From the above graph it is found that most of the customers are get the updates of
auto information from the company.
Page 72
TABLE 4.25
TABLE SHOWING CUSTOMER SATISFACTION ABOUT REMINDER CALLS
FOR SERVICE DUE AT REQUIRED TIME
Regularly 28 56
Not regularly 22 44
Very rarely 0 0
TOTAL 50 100
Analysis
It is analyzed from the above data that 56% of the customers are get the remainder
calls regularly and 44% are get rarely.
Page 73
GRAPH 4.25
PERCENTAGE SHOWING THE CUSTOMER SATISFACTION ABOUT
REMINDER CALLS FOR SERVICE DUE AT REQUIRED TIME
44% REGULARLY
NOT REGULARLY
VERY RARELY
56%
Interpretation
From the above graph it is found that most of the customers are satisfied by getting regular
calls and timely update from the company.
TABLE 4.26
Page 74
TABLE SHOWING SATISFACTION OF THE CUSTOMER BY RECOMMENDING
THEIR RELATIVES TO PURCHASE THE CAR FROM THE SAME COMPANY
Yes 80 80
No 20 20
TOTAL 100 100
Analysis
It is analyzed from the above data that 80% of the customers are recommending same
company and rest 20% of the customers are not recommending the same company.
Page 75
GRAPH 4.26
PERCENTAGE SHOWING THE SATISFACTION LEVEL OF THE CUSTOMER
BY RECOMMENDING THEIR RELATIVES TO PURCHASE THE CAR FROM
THE SAME COMPANY
20%
YES
NO
80%
Interpretation
From the above graph it is found that most of the customers have good satisfaction
towards the company and are recommending it.
Page 76
TABLE 4.27
TABLE SHOWING THAT CAR THEY ARE USING

Bought by you 60 60
Office provided 8 8
Gifted 10 10
Others (specify) 22 22
TOTAL 100 100
Analysis
It has been analyzed from the above data that 60% of the customers bought the car for
their own purpose, 8% customers are bought for office purpose, and 10% is gifted and 22%
of customers are others.
Page 77
GRAPH 4.27
PERCENTAGE SHOWING THE CUSTOMERS THAT CAR THEY ARE USING
22%
BOUGHT BY YOU
OFFICE PROVIDED
10% GIFTED
OTHERS
60%
8%
Interpretation
From the above graph it is found that most of the customers bought the car for their
own purpose.
Page 78
CHAPTER 5
FINDINGS, SUGESSTIONS & CONCLUSIONS

5.1 FINDINGS
The data collected was tabulated, made in a graphical chart form, then further
analysis and interference was made.
 Majority 76% of the respondents are male.
 Majority 52% of the customers belong to the age group of 31-40 years.
 Majority 52% of the respondent’s monthly income is more than 40000.
 The major occupation of the Toyota customers are Professionals and self
employed people i.e. business people.
 Majority 54% of the customers purchase the Toyota Etios because that is very
good car for middle class people.
 According to the survey, most of the people prefer the brand name and after that
the mileage for purchasing a car.
 Majority 58% of the customers are satisfied with the car, according to their needs
and wants.
 Majority 80% of the customers are satisfied with the overall quality of the car.
 Some people have neutral response about the average of the car whether he
satisfied or not. About at present usage of the car maximum people are satisfied.
 The sales person of the Ravindu Toyota was very good and most of the customers
satisfied with that.
 Some customers were very satisfied with the way of delivery of the car. Most of
the people gave the neutral response with the price.
 Majority 76% of the customers were satisfied with the overall purchase
experience.
Page 79
 Advertisement plays a major role to spread the awareness of the new car of the
company.
 Majority 60% of the customers purchase the car for their personal use.
 Majority 86% of the customers got the test drive and 80% of the information
about the finance scheme.
 Majority 90% of the customers had taken the insurance from the Ravindu Toyota
and the maximum people are satisfied with the present condition of the vehicle.
 Majority 80% of the customers had good experience with the Ravindu Toyota
Motors.
 Majority 44% of the customers liked the Toyota‘s product compare to the others
brand and the product is much better than the others.
 Majority 70% of the customers get the updated information about automobile
through the reminder calls for the service due.
 Majority 80% of the customers will recommend their relative to purchase from the
Ravindu Toyota because they are satisfied with the service of the Ravindu Toyota.
Page 80
5.2 SUGGESTIONS
This report provides a brief picture of Ravindu Toyota Motors (P) Ltd.
Throughout the report attempts have been made to assess the reason for customer’s
satisfaction and of Ravindu Toyota Motors (p) Ltd from the customer point of view.
Some suggestions are as follows.
 To enroll more skilled workers, who can be an asset to meet customer expectation
 Deliver the product to be improved as the present lead time is more.
 The company should adopt competitive strategy.

 As it is the only authorised dealer in Rajajinagar city, it can keep well in stock all
the spare parts which will be required to the customers in emergence as they think
it should be there always.
 Identification of low performers and resultant corrective action.
Page 81
CONCLUSION
In this research study helps to find out the satisfaction of the product and services
rendered to the customer by Ravindu Toyota Motors (p) Ltd. This research has given a clear
picture of what customers feel about the product and services provided by Ravindu Toyota
Motors (p) Ltd. We can clearly say that they are satisfied by the product as well as services
provided by the company. All the customers have very good relationship with the company
and they are mostly satisfied with the other aspects of the company as well.
From the following research, we can conclude that, Ravindu Toyota Motors (p) Ltd
has been serving its customers exceptionally well and has created a good image and trust
amongst its customers with majority of them being fully satisfied with the company’s product
and services.
In this context we can state that this study has tried to meet the set objectives up To a
very large extent and sincerely hope that this research study may come of use to the
company, dealer or future research scholars and students.
Further, it has been observed that the company can employ some measures to improve
its existing level of performance. The company can use more customer friendly approach and
train its salespeople towards serving the customers in the best possible manner. Customer
Retention should be stressed and policies should be employed to ensure retention. Closer
relation should be developed with the customers in order to avoid brand switching and ensure
repeated sales.
 Most of the respondents are satisfied with the Ravindu Toyota.

 Nearly 80% of the respondents are aware about the Ravindu Toyota’s service station
at Rajajinagar.
 Reliable service and on time service are two parameters in demand.
 Most of the respondents are satisfied with the Toyota products.
Page 82
BIBLIOGRAPHY
BOOKS:
1. Ray B, “Consumer Preference, Shop Till you Drop, The new Consumer Mantra”,
ADVERTISING EXPRESS, Icfai Publications, August 2007
2. Philip Kotler, Marketing Management, Pearson Publications. 13th edition, 2012
3. Bearden, William O. and Jess E. Teel. "Selected Determinants of Consumer
Satisfaction and Complaint Reports." Journal of Marketing Research 20 (February)
1983.
4. Deepak Chawla & Neena Sonadi, “RESEARCH METHODOLOGY”, Concepts and
Cases, Vikas Publications, 2011.
ARTICLES:
1. William T. Robinson. 1983. "Industrial Organization and Consumer

Satisfaction/Dissatisfaction." Journal of Consumer Research, Issue No.7, 9 (March):
403-412.
2. Vijaya Lakshmi N, March 2008, World’s Small Car Hub, Infrastructure Development
in India, Indian Automobile Industry, Icfai Publications, Vol No. 2, 2008: 80-85.
3. Joan L. Giese, Washington state university & Joseph a. Cote, Washington state
university, Giese and Cote, “Academy Of Marketing Science Review”, Defining
Consumer Satisfaction, Volume 2000 no.1, 2002: 1-9.
MAGZINES
1. Auto India, Vol no 20, issue no 2, July 12.
BROUCHERS
H R Policy Manual Rev.3, Ravindu Motors.
WEBLIOGRAPHY
1. www.ravindutoyota.net
2. www.google.com
Page 83
ANNEXURE
QUESTIONNAIRE
1. Name ………
2. Company ……….
3. Gender (a) Male [ ] (b) Female [ ]
4. How old you are?

(a) 21-30yrs [ ] (b) 31-40yrs [ ]
(c) 41-50yrs [ ] (d) Above 50yrs [ ]
5. What is your monthly income?

(a) Less than 20,000 [ ] (b) 20,000-30,000 [ ]
(c) 30,000-40,000 [ ] (d) Above 40,000 [ ]
6. Your Occupation?
(a) Govt Employees [ ] (b) Professionals [ ]
(c) Business people [ ] (d) others (specify)….
7. Which model of Toyota Car do you own?
(a) Innova [ ] (b) Etios Go [ ]
(c) Etios Liva [ ] (d) Corolla Altis [ ]
(e) Fortuner [ ] (f) Camry [ ]
8. Rank the features that you considered for buying a car? (1 highest 5 lowest).
(a) Brand name [ ] (b) Mileage [ ]

(c) Color [ ] (d) Technology [ ]
(e) Service [ ]
9. According to your needs & wants the car is (rank)?

(a) Excellent [ ] (b) Very good [ ]
Page 84
(c) Good [ ] (d) Fair [ ]
(e) Poor [ ]
10. How satisfied are you with regarded to the following items? Please tick.
Very unsatisfied
UnsatisfiedNeutral Satisfied Very satisfied Not applicable
Overall Quality
Mileage
At present usage
Experience
Price
Your overall Purchase

Experience
11. How did you heard about new car of the company?
(a) Advertisement [ ] (b) Sales representatives [ ]
(c) Colleague/ friends [ ] (d) others (specify) [ ]
12. What purpose are you using the car?
(a) Personal use [ ] (b) Family members [ ]
(c) Official use [ ] (d) others (specify) [ ]
13. How did you come to know about Ravindu Motors?
(a) News paper [ ] (b) Banner / Hoarding’s [ ]
(c) Friends [ ] (d) others (specify) [ ]
14. Were you satisfied with the provided service? Please tick.
Page 85
Yes No
Test drive
Finance
Insurance
15. How would you rate the following items? Please tick.
Excellent Very good Good Fair Poor
Sales person
Service
Relationship
16. Compared to others (product –brand category) that are available, what would you say about yours?
(a) Much better [ ] (b) Somewhat better [ ]
(c) About the same [ ] (d) somewhat worse [ ]
17. Do you get following information from Ravindu people?
Regularly Not regularly Very rarely
Updated auto information
Reminder calls for service
18. Would you recommend to your friends/relatives to purchase the car from Ravindu Motors next time?
(a) Yes [ ] (b) No [ ]
19. The car that you are using ………
(a) Bought by you [ ] (b) Provided by Office [ ]

(c) Gifted [ ] (d) others (specify) [ ]
20. Any suggestions …………………………………………………………………………………......
…………………………………………………………………………………………………………….
Thank you for spending your valuable time in answering this questionnaire. Have a great day.
LEARNING EXPERIENCE
Page 86
The project training, also helps a student to judge himself, whether, he would be able
to adjust in the corporate environment or not.
The guidance, support, feedback and useful suggestions provided by my Project Guide
helped me to successfully complete this Study. The training definitely broadened my mind.
What stood out during the training at Ravindu Toyota staffs and a great working environment.
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A Study on Customer Satisfaction Towards Toyota Cars At Ravindu Toyota

1. INTRODUCTION ABOUT THE ORGANIZATION

2. INDUSTRY PROFILE AND COMPANY PROFILE

Some of the recent/planned investments and developments in the automobile sector in

to implement Industry 4.0 (automation and data exchange in manufacturing

Indian automotive industry (including component manufacturing) is expected to reach

Ravindu Motors Pvt Ltd’s Corporate Identification Number (CIN) is

Corporate Identification Number U31909KA1997PTC021648

Name RAVINDU MOTORS PRIVATE LIMITED

Registration Number 21648

Company Category Company limited by shares

Company Sub Category Indian Non-Government Company

Class of Company Private Company

Authorized Capital (in Rs) 50,000,000

Paid up Capital (in Rs) 39,000,300

Date of Incorporation 15 Jan 1997

Head office : Address #14/3, Melekote, Outer Ring road,

Whether listed or not Unlisted

Date of last AGM 28 September 2013

Date of Balance sheet 31 March 2014

Company Status Active

Banker with over 15 years experience in financial

Briefly the 3's dealership has the following features:

& certified trainer.

3. VISION, MISSION AND QUALITY POLICY

3.3.QUALITY POLICY (Goals, Values and Beliefs)

 Land Cruiser Prado

TOYOTA CAR MODELS

TOYOTA ETIOS LIVA

TOYOTA ETIOS CROSS TOYOTA INNOVA

TOYOTA COROLLA ALTIS

SERVICES AT RAVINDU TOYOTA

1. Ravindu Toyota - Raiaiinagar

2. Ravindu Toyota - Avalahalli

4. Ravindu Toyota - Marathahalli

• An organization is committed to employing, developing and retaining talented,

FINANCIAL STATEMENT OF YEAR 2018 AND 2019

1. THE MCKINSEY 7-S FRAMEWORK

The McKinsey 7S Framework is a management model developed by well-known

The Mckinsey’s 7S framework of Ravindu Toyota Limited:

The company's Recruitment policy aims at:

 Being fair and consistent;

 Seek and maintain control over raw material

Identification of SWOTs is essential because subsequent steps in the process of

 Experience- It is one of finest dealer of automobile. It will be celebrating its 11th

Weaknesses of Ravindu Toyota

 Location: 6 km away from main city.

Threats to Ravindu Toyota

1. INTRODUCTION ABOUT THE CAPSTONE PROJECT WORK

2. TOPIC CHOOSEN FOR STUDY:

3. NEED FOR THE STUDY:

In present world customer satisfaction is very important. Consumer is king in the

4. DETAILED LITERATURE REVIEW

“A Study on Customer Satisfaction towards Toyota Cars At Ravindu Toyota,

6. STATEMENT OF THE PROBLEM

Increasing competition, ever growing market, easy availability of finances and

 To assess the level of satisfaction of the customers towards Toyota Cars.

 To get the suggestions from respondents towards Toyota Cars.

9. SCOPE OF THE STUDY

The information thus collected constitutes primary data secondary data.

10.2 Sampling unit:

10.3 Sampling size:

10.4 Sampling technique: