1 | Page

CUSTOMER SATISFACTION
ANALYSIS
OF TOYOTA
WITH REFERANCE TO BUDHA
TOYOTA

Project submitted to the Sikkim Manipal

University in partial fulfillment of the
requirement for the award of the Master
in Business Administration.
Submitted by
Rubi Kumari

Project
Guide
Prerna
& Simran Singh

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CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Project on Customer satisfaction analysis

Of Toyota WITH reference to budha Toyota
At Patna

Submitted to:

SUBMITTED BY:

SIKKIM MANIPAL

RUBI KUMARI
MBA 4 TH

UNIVERSITY
SEMESTER

EXECUTIVE WINTER
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

I HEAREBY DECLARE THAT THE WINTER INTERNSHIP

PROJECT
TITLEDCUSTOMER
SATISFACTION
ANALYSIS OF TOYOTA WITH REFERANCE TO
BUDDHA TOYOTA BEING SUBMITTED FOR AWARD
OF MASTER IN BUSINESS ADMINISTRATION HAS
NOT FORMED THE BASIS FOR AWARD OF ANY
OTHER DGREE, DIPLOMA, ASSOCIATE, OR OTHER
SIMILAR TITLE AND THIS DISSERTION WAS DONE
INDEPENDENTLY BY ME UNDER THE GUIDANCE OF
MISS PRERNA & MISS SIMRAN SINGH OF BUDDHA
TOYOTA, PATNA

PLACE: PATNA
SIGNATURE
DATE: 10/03/2014
KUMARI

RUBI

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Acknowledgement

According to Aristotle Man is a social animal. So

life of human being is full of interaction. The
practical exposure during the winter training
program is collective effort to conduct a research
successfully. Though this project has been
prepared by me, this would not be possible
exclusively or without any help of someone.
An acknowledgement is not merely a formalities
but an expression of deep sense of gratitude to
those who have rendered their helping hands to
me in finalization of this research successfully.
First &foremost I would like to convey my never
ending regards to our EKTA SEKHAR for
incorporating internship and project presentation
in our M.B.A. curriculum. I would like to convey my
deep sense of veneration towards my H.O.D.
APURVA for providing us mental strength to exhale
in preparing this project. I would also like to thank
my project mentor & research mentor Miss PRERNA
,(BUDHA TOYOTA ,H.R)Patna, who helped me in
selecting this topic and her guidance at each and
every step I followed to make this research.
My sincere thanks to other staff members of
BUDHA TOYOTA for their cooperation and amicable
behavior. I am also thankful to Miss SIMRAN SINGH
who helped me in any way in the completion of my
project report. Finally I would like to express my
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

deep sense of gratitude and indebtness to my

family members for their never ending support and
love.

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

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

STUDENT DECLARATION
I was rather lucky to get a chance to do my
winter project with TOYOTA. This was great
learning experience for me. My topic for the
project
was
CUSTOMER
SATISFICTON
ANALYSIS of TOYOTA WITH REFERANCE TO
BUDHA TOYOTA AT PATNA. During courses of
completion of my project I have tried my
level best to make this project report as flow
less as possible. However any weakness and
shortcoming is unintentional and regretted.

The project report is the result of my hard

work and deep involvement with the work
allotted to me. I hope that the analysis and
suggestion of the report would prove to be
useful to the organization.

RUBI KUMARI

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

CONTENTS

RESEARCH OBJECTIVE

CONCEPTUAL PRESPECTIVE OF THE TOPIC

WHY TO STUDY CUCTOMER SATISFACTION
OBJECTIVE OF THE STUDY
SCOPE Of THE STUDY
DATA NEEDED

RESEARCH METHODOLOGY
SOURCES OF DATA
SAMPLE SPECIFICATION
METHOD OF DATA COLLECTION
ANALYSIS TECHNIQUE
TIME SPAN IN THE FIELD WORK
LIMITATIONS

Introductions to Toyota
AN INTRODUCTION TO TOYOTA
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

FUTURE PROSPECT OF TOYOTA

ABOUT TOYOTA
OTHER LEADIND AUTOMOTIVE COMPANY

DEALER PROFILE
INTRODUCTION TO BUDDHA TOYOTA
CURRENT PROFILE
PRODUCT INFORMATION

DATA ANALYSIS INTERPRETATION

EXAMINING
WETHER
SATISFIED OR NOT
PIE CHART

CUSTOMER

sCONCLUTION AND SUGGETION

WHETHER HYPOTHESIS
SUGGESTION

ANNEXTURES
QUESTIONNAIRE
BIBLIOGRAPHY

TOYOTA

ISTRUE OR NOT

ARE

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

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

Why to study
analysis.

customer

satisfaction

Now a days business environment is

changing at a much faster pace than ever;
with lot of uncertainties and turbulence.
Organization needs to understand the
immediate future through sensitivity
analysis and equip them to win over the
situation.
It is important to have a diagnostic
approach in analyzing the organization to
understand
its
competencies
and
weaknesses. Change is inevitable for
every organizational to be healthy and
productive.
The synopsis is customer satisfaction
analysis gives overview of how to help in
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

growth, so that the organization may

avail its objective in the given industry.

OBJECTIVE OF THE STUDY

It

is a common notion that study

conducted during winter training and
submission of the report there upon is a
formality that the winter trainees have to
go through to get M.B.A. degree.
However, conducting a study only to
present report does not sound justifiable,
there has to be some noble objective to
it. This objective in every case is to gain
full understanding of the problem under
study and make relevant comment upon
them.
In the present case the researchers
overall objective to gain as much
information on TOYOTA from different
sections.
The
researchers
main
objectives during the study were:
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

1.

To find out the growth of TOYOTA

with
respect to other
automotive company.
2. To find out the closest rivals to
the TOYOTA.
3. To
identify
different
rivals
operating within the same industry.

SCOPE OF THE STUDY

The study will aim at estimating the growth of
Toyota. In order to complete the winter
training the study was conducted in selected
areas of Patna.

Data needed

Consumer Satisfaction having its products.

Position of Toyota in the automotive industries.
What are their future prospects?
Approach to customer satisfaction

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Customer evaluation and opinions are an

expression of their expectations of Toyota, so
Toyota receives them sincerely and responds
in good faith, in the belief that making use of
them in its corporate activities will lead to
customer satisfaction. Toyota tries to grasp
shift in customer demands, constantly
checking for conformity with its standards
and
acting
swiftly
to
resolve
any
discrepancies.
The voice of the customer is quickly relayed
to all related department and divisions in
developments, production and sales, where
they are helpfully to product planning,
raising product quality and improving
Toyotas corporate activities.
Toyota collects customer evaluation data
through wide ranging, information collection
activities, including directly through quality
reports from dealers and questionnaire given
to purchasers of new cars as well as from
results of studies by third party institution
such as J.P power etc . Furthermore, Toyota
collects information indirectly from dealers
and suppliers within the Toyota group.

TOYOTA

BUDHA TOYOTA
CUSTOMER SATISFACTION

ANALYSIS OF TOYOTA

R U B I TOYOTA
KUMARI

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

METHODOLO0GY

Methodology plays a crucial role in

any research work. The effectiveness
of
the
research
work
depends
entirely upon the creativeness of the
selectivity of the research method.
Methodology should be selected per
the
requirement
of
the
task.
Marketing research is a systematic
gathering, recording and analysis of
data. During the course of conducting
the study the information gathered
mainly through primary sources

TOYOTA

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ANALYSIS OF TOYOTA

SOURCES OF DATA
DATA PRIMARY

A convenience sampling from Toyota

SECONDARY DATA:
Data from Buddha Toyota
Internet

SAMPEL SPECIFICATION
AREA SURVED: Buddha Toyota Patna
SAMPEL SIZE : 20 RESPONDENTS ON THE
BASIS OF JUDGEMENT SAMPLING

METHOD OF DATA COLLECTION

Interview schedule has been used to
fetch information from respondents to
carry out in depth
information from
respondents to carry out in depth
analysis for research finding to gather
information
required
from
the
respondents
I
had
prepared
a
questionnaire consisting of questions

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

ANALYSIS TECHNIQUE

The analysis technique used was tables,

percentage, graphs & pie charts.
TIME SPAN OF THE FIELD WORK

The field work was carried out in a span of

nearly 50 days

LIMITATION
The researcher faced
during winter training

following limitation

The sample size was very small in

comparison to the actual population.
The question were close ended, thus
responses were limited.
There
was
an
error
related
to
questionnaire i.e.
Non _response
error.
Some of the respondents did not respond
in cooperative
Manner.
Relevant secondary data was quite
outdated.
The time period to complete this project
was not sufficient.
Lack of financial resources was also a
hurdle.
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

However I had tried my level best to bring out

the accurate
Information which may be fruitful for the
company

ITNTRODUCTIO
N
TO

TOYOTA
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Company overview
The history of Toyota is rather long but an interesting one. Here I will try
to present a short overview of it, as I will try to touch upon important
aspects of it. Aspects which helped Toyota to become, out of a small
Japanese firm, the biggest single producer and the second biggest
producer of cars in the world, after General Motors.
The story begins with the birth of Sakichi Toyoda on February 14, 1867,
which was about the time the Japanese modernization and
industrialization had began. Toyoda began his engineering achievements
in the field of textile, and particularly with the creation in 1897 of a
modern loom, known as the G-type Automatic Loom, at the time the most
technologically advanced. After this success, Toyoda decided to pursue
his dream, to create an automobile. Thus, with the help from his son
Kiichiro Toyoda and using the money from the successful loom
technology, Toyoda invested in his research and development of an
automobile in 1930. As the work was progressing, he established the first
Automobile Department, within his existing "Toyoda Automatic Loom
Works" company in September 1933. In April 1935 Toyoda completed the
first prototype of an engine named the type A, and soon thereafter the
first automobile, the A1. In April 1936 the mass production of the A1 and
a light truck G1, based on the A1, begins. The successful project, leads to
the establishment of Toyota Motor Corporation Ltd., on August 28, 1937
by Kiichiro Toyoda. The letter "d" in the name Toyoda was replaced by the
letter
"t"
for
softer
sounding,
and
easier
pronunciation.
After the end of the Second World war TMC starts working hard, and by
October 1947, it managed to do the first post-war export, BM trucks to
Okinawa and SA cars to Egypt. A bit later, on December 16 1947, Toyota
established the Nippondenso Co., Ltd. During 1969 Toyota celebrates its
one millionth exported cars, and by 1979 the tenth millionth exported car
(which by the way happened to be a Celica Supra 1st generation).
All these incredible successes were achieved by the so called "Toyotism"
or the system of production created by Toyota, and said to be the best
and most efficient one in the world of automobile production. The main
aspects of it are a mixture of strict quality control, close relations with
the local communities, selection and training of the labour force, very
clear and liberal relationship between the worker, the mid and high
managerial levels, minimized hierarchy in the company. This mixture
created the perfect base for the evolution of Toyota as a company and its
products as well. Its global view quickly achieved production bases all
over the world. Toyota's strict policy of using the most advanced and
modern technology in the production of, as well as utilizing it in their

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

cars, brought the company today, as the undisputed leader in the

important field of technological advance. Here is an example, of how
Toyota
operates.
At the end of the 1950s, Toyota decided to create a small, massproduction car, which was to be cheap, but very reliable, to be aimed for
the use of the masses: the common workers. So, in June 1961 was
released the Toyota Publican 700 (utilizing a 700cc engine), and Toyota
became the pioneer in this market niche. This move by Toyota turned out
to be a correct market strategy, as in 1965, the market for big cars (e.g.,
Crown) dropped with 84%, while at the same time the market for smaller
cars (Corona, Public a) rose 43% and 48% respectively. Other Japanese
car producers, such as Honda and Dotson, also saw the promising success
in the market for small cars, and on their part released new models to
compete with the Public a 700. As a result, Toyota from a pioneer in this
market, found itself in a stiff competition. To battle it, it was decided not
to release a new model of the Public a, but rather to design and release a
completely new model. This model was to be produced in massive
numbers, but at the same time it was to be very reliable, offering more
comfort, and be driven for a long period of time. Thus, began the work for
creating the famous Corolla, which later became the most produced and
sold car model worldwide. The concept behind this car was planned for
victory: it had to possess better characteristics than any of its competitor
models, thus shortly before its release, it was decided that its engine
volume should be increased from 1000cc, to 1100cc, and the advertising
phrase, "The extra 100cc gives extra comfort!" was adopted. The Corolla
was a turning point in the hitherto history of Toyota. Everything in this
car was created from scratch, its engine type K, as well. When the
planning for its monthly production was set at 20,000 units, many within
the Toyota company did not believe it was going to be achieved, since the
overall monthly production of cars then was 40,000 units. With the
building of a new plant at Takaoka, this number was not only met, but a
bit later surpassed drastically. The advertising campaign of this car was
also planned meticulously, and 18 new dealerships were established to
the existing ones, only six months before its launch. So the Corolla was
released on November 5, 1966... And a bit later conquered the world!
After its success, based on the Corolla was build and released the
Sprinter, or a sporty version of the model. With the help of the new
Corolla, in 1968, Toyota hit the production mark of 1 million cars per year.
Part of the success of the Corolla, and the other Toyota models, is also
based on the wide variety of options available to the customers. Toyota
was able to deliver the "custom made" car within 1 month from the date
of the order, and later, with the introduction of the computerized system
of order between the dealerships and the factories, the time of delivery
was
shortened
to
only
16
days.
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

The history of the Corolla is only one significant example, which clearly
demonstrates how the company works. It always plans to present the
"best" choice in each model group in the market. Toyota achieves this by
using latest technologies available in its models and making this process
efficient enough, to be able to keep the production cost as low as
possible.

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

HISTORY OF TOYOTA
Look back at the history of Toyota, starting with the birth of Sakichi Toyoda.
It traces the companys development through 1937 from when Toyota Motor
Corporation was established to when the 2 millionth Prius Hybrid was sold.

I867

Birth of Sakichi Toyoda.

1924

Sakichi
Toyoda
invents
model G Automatic Loom.
.

1`929

1935

Automatic-loom patent sold to a

British company.
Kiichiro Toyoda begins research on small
gasoline powered engine.
Automobile department established at
Toyoda Automatic Loom Works, Ltd.
The Toyoda percepts are compiled.

1936
1937

The AA sedan is completed.

Toyota Motor Co. Ltd. is established.

1938

Honsha Plant begins production.

1930
1933

TOYOTA

Toyoda

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA
1950

Company faces a financial crisis; Toyota

Motor Sales Co. Ltd is established.

1951

Suggestion system begins.

1955

The Toyopet Crown, Toyopet Master&

Crown Deluxe are launched.

1957

The first proto types of the crown are

exported o the United States; Toyota
Motor Sales U.S.A., Inc is established.
Motomachi Plant begins production.

1959
1962

Joint
declaration
of
Management is signed.

labor

and

1965

Toyota wins the Deming Application price for

Quality Control.

1966

The Corolla is launched; business partnership

Hino Motors Ltd. Begins.

1967

Business partnership with Daihatsu Motor Co.,

Ltd. Begins.

1974

Toyota Foundation Is established.

1975

The prefabricated housing business begins.

1982

Toyota Motor Co. Ltd. And Toyota Motor Sales

Co. Ltd. are merged into Toyota motor Corp.

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA
1984

Joint venture with General Motors (New United

Motor Manufacturing, Inc.) begins production in
USA.

1988

Toyota Motor Manufacturing, USA. Inc.(present

TMMK) begins production .

1989

The lexus brand is launched in the USA.

1992

Toyota Motor Manufacturing (United Kingdom)

Ltd. begins production.
The Prius is launched as the worlds first mass
produced hybrid car.
Cumulative domestic production reaches 100
million vehicles.
Sichuan Toyota Motor CO, Ltd. begins
production in China.
Toyota Motor Manufacturing, France S.A.S
begins production in France.
Toyota
enters
formula
One
World
Championship; Tianjin Toyota Motor Co., ltd.
begins production in China.
The Toyota Partner Robot is publicly unveiled.

1997
1999
2000
2001
2002

2004

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Toyota Motor Sales, USA, Inc

2005
2008
2010

The Lexus brand is introduced in Japan.

Worldwide Prius sales top one million mark.
Worldwide Prius Sales top two million mark;
Toyota and Tesla Motors agree on joint EV
development.

LEADERSHIP
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Presidents of Toyota motor industries:

Rizaburo Toyoda(1937-1941)
Kiichiro Toyoda(1941-950)
Taizo Ishida(1950-1961)
Fukio Nakagawa(1961-1967)
Eiji Toyoda(19810

Presidents of Toyota Motor Corporation:

Eiji Toyoda(19810)
Shoichiro Toyoda(1982-1992)
CEO of Toyota Motor Corporation:
Dr.Tatsuro Toyoda(1992-1995)
Hiroshi Okuda(1995-1999)
Fuziyo Cho(1999-2005)
Katsuaki Watanabe(2005-2009)
Akio Toyoda(2009-present)

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Toyota company Information

Toyota Motor Corporation (TMC) is worlds

biggest automaker in terms of production and
is ranked eighth in 'Fortune 500' global
rankings for year 2011. The company with its
headquarters in Toyota City, Aichi, Japan has
its presence all over the world and has nine
manufacturing and research units in North
America. With core competency in production
of LCV, HCV, Cars and Heavy Buses the
company is also a major player in the
production of Hybrid cars. As per Toyota
company profile 3 million hybrid cars have
been sold under the brand name Toyota

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Car models of Toyota:

Toyota Etios Liva

Rs.

5.40

Rs.

6.68

lakhs

TToyota Etios Liva, launched in India in 2010, is the

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

TOYOTA ETIOS.
TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Rs. 6.18 - Rs. 7.96 lakhs Get Road Price

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

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Toyota Innova

Rs. 11.83 - Rs. 16.40 lakhs Get Road Price

Toyota Innova is a Multi Utility Vehicle (MUV) that
has ruled its segment since its launch in 2005 due
to features like spaciousness, utmost comfort and
decent performance. Available in seven and eight
seater configurations, the model is offered in two
petrol and three diesel variants in the country. It
has received Consumer Favorite Large Family Car
2010 (Auto Bild), MPV Of The Year 2006 (Business
Standard Motoring), Best MPV of the Year (NDTV
Car Awards 2006), UV of the Year (Overdrive 2006),
Best MUV (TNS Award Total Customer Satisfaction
Study 2005), Best MUV 2005 (Business Standard
Motoring)

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Toyota Corolla Altis

Rs. 13.56 - Rs. 16.81 lakhs Get Road Price

Toyota Corolla Altis is an Executive sedan that is
available in India in four petrol and three diesel
variants. This car is favoured by buyers due to
classy and elegant looks and a host of luxury
features, and is one of the highest selling models in
its segment. In the Subros Car & Bike Awards 2011,
the diesel motor of Corolla Altis was judged as the
Engine of the Year.

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Toyota Fortuner

Rs. 24.29 - Rs. 26.48 lakhs Get Road Price

Toyota Fortuner is a premium Sports Utility Vehicle
(SUV) that is best known in the country for its
aggressive looks, high end luxury amenities,
tremendous off-roading capabilities and excellent
ride quality. This car is available in the domestic
market in 3 variants (4WD manual, 2WD manual,
2WD automatic), with a single diesel engine option.
It has been bestowed with honors like Consumer
Favorite Enthusiast Focused Car 2010 and
Consumer Favorite Off Road 2010 by Auto Bild.

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Toyota Camry

Rs. 28.42 - Rs. 33.08 lakhs Get Road Price

Toyota Camry is the luxury sedan from the
Japanese auto major Toyota. Brought as a CBU in
India, the sedan carries a high price tag. However,
its features justify its price to a great extent. The
sedan comes in only petrol variant in the country
and in both automatic and manual transmission
options. Its sophisticated looks and classy interior
makes it a premium class sedan. Top gear awarded
Toyota Camry as the best designed car of the year.

TOYOTA

CUSTOMER SATISFACTION
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Toyota Prius

Toyota New Prius is the perfect answer to the

growing
environmental
concerns
of
Indian
consumers. Equipped with an electrically controlled
continuously variable transmission system, it runs
on a motor that is powered by battery as well as
petrol. This model won Ista Green Award (NDTV Car
& Bike Awards 2011), Green Technology of the Year
(Subros Car & Bike India Awards 2011), Green
Award of the Year (Over Drive CNBC TV 18 Awards
2011 and Bloomberg UTV Auto Car Award 2011),
The Green Steering Wheel 2010 (Auto Bild), Green
Car of the Year (ET Zigwheels Awards 2010).

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Toyota Land Cruiser Prado

Rs. 95.72 lakhs Get Road Price

Toyota Land Cruiser Prado is a luxury Sports Utility
Vehicle (SUV) that comes with a diesel engine
option with 4WD mechanism in India. This model is
known for its body-on-frame construction, a host of
high end comfort and convenience features and
unmatched capability to tackle the roughest of
terrains with utmost ease. It was the recipient of
the Best Import Car of the Year award by Business
Standard Motoring in 2004.

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Toyota Land Cruiser

Rs. 12.86 lakhs Get Road Price

Toyota Land Cruiser 200 is the top-of-the-line
luxury Sports Utility Vehicle offered by the
Japanese car maker in India. The unmatched
performance of the model is centered on its huge
4.5 L engine, full time 4WD system, TEMS
suspension and 6 speed automatic transmission
system. It excellent performance makes it the ideal
vehicle to tackle adverse terrains, ranging from
forests to mountains, with utmost ease.

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

Upcoming Toyota Cars in India

Toyota Avanza 2WD

After the historic success of Innova in India, Toyota

is planning to repeat the same with the all new
Avanza which shares quite a few common features
with Innova.
Expected: Early 2013, 159 comments.
Toyota Vios

The all new Toyota Vios, expected to hit roads in

the country in 2013, is a package of elegance,
comfort, safety and a large number of advanced
feature .

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

DEALERS PROFILE

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

SYNOPSIS
PROJECT TITLE
SATISFACTION

:CUSTOMER
OF TOYOTA

WITH REFERENCE
TO BUDHA
TOYOTA.
INDUSTRY
: AUTOMOBILE
ORGANISATION : BUDHA TOYOTA
AUTHOR
: RUBI KUMARI
PROJECT GUIDE
: PRERNA &
SIMRAN SINGH

TOYOTA

CUSTOMER SATISFACTION
ANALYSIS OF TOYOTA

DURATION
14/02/2014

:1/1/2014 to

BUDHA TOYOTA -

AT A GLANCE

GROUP
LTD

: BUDHA MOTORS PVT.

COMPANY

: BUDHA TOYOTA

REGISTERED OFFICE
KUSH

: A/15,2 nd Floor, LUV

TOWER EXHIBITION
ROAD, PATNA -800001.

CENTRAL OFFICE

: DO

COLLABORATOR
MEDIA

: BANKS HDFC IDBI,

PARTNER

DEALERSHIP OFFICE
DIDARGANJ,

: SIMLI, NH-30,
PATNA-800008

CONSTITUTION-

:PVT.LTD.

DATE OF REGISTRATION

TOYOTA

: DECEMBER -2009

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ANALYSIS OF TOYOTA

OPERATION FROM

: 17 SEPTEMBER 2010

MANUFACTURING PROCESS

: SERVICE PROCESS

SELLING PER YEAR

: 900

TOYOTA

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ANALYSIS OF TOYOTA

SWOT
analysis
of
manufacturer Toyota

automobile

Todays business world can be now be described as a fiercely aggressive

market and so the goals of establishments is to compete and survive through
establishing unique and distinctive capabilities in order to gain a competitive
advantage by utilizing their core competencies. Here the competencies
actually describe the fundamental and unique knowledge processed by the
organization. The business enterprises in todays developing nations operate
in a severe regulated and more complicated working environment. The next
strategic plan of the organization would be to utilize the core competencies
along with the background and the environmental influence. These
capabilities which are distinctive make the organization to initiate competitive
advantage among the business world. Todays market is showing a different
aspect of market where phases such as performance and quality of the
product is mainly considered by the customers rather than the price. In such a
kind of business market, the process of new product development and its
effective management is the major essence of the said competitive
management.

TOYOTA BACKGROUND
SWOT ANALYSIS
STRENGTHS:
The company is one of the worlds best known brands with their experience
which cannot be overemphasized in the terms of manufacturing. Strength is
that their product list is diverse with wide variety of segments for the
customers to choose from which could fit their lifestyle where the list includes
Land Rover, Jaguar, Ford, Aston Martin, Volvo, Mercury and Mazda. Toyota is
also known as the supportive of societal causes which supports the fight for
Breast Cancer. They are the moving assembly line pioneers which made their
production very affordable as well as faster and efficient. The companys

TOYOTA

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ANALYSIS OF TOYOTA

international exposure makes the company the second largest automaker in

the world.

WEAKNESS:
The complexity of the organization made the companys organizational
structure a bit inefficient. This actually affected the ability of the organization to
manage their international network of companies, branches and subsidiaries.
This weakness in the organizational structure actually shows the future of
Toyota in a hectic situation financially since the current situation of the
company is still with outstanding financial debts. Even though the company is
not in a situation to be bankrupt, it can be seen that the Toyota Management
is currently in a tight spot and thus need to make sure that it doesnt go tighter
anymore. Increasing competition also made the company sales to go down
and somehow the company failed to overcome the challenges.

OPPORTUNITIES:
Toyota Company according to their corporate responsibility to be environment
friendly, made the opportunity to keep cleaner engine emissions. They further
had a chance of create a great image in the public with the help of
environmental group works in order to keep the environment clean. There is
one great viable prospect for the company where they already started
investing in solar power. The company have a chance to regionalize and
specialize their worldwide operations which could enhance their transnational
linkages. The companys existing innovation capabilities on automobiles will
make them have an opportunity to make good scope in the market other then
the competitors.

THREATS:
Very tight competitive rivalry is being running in the automobile industry and
so Toyota faces the same as any other organizations. The company is also
affected by risks of prices change of the raw materials like fuel, rubber, glass
and steel. The economies in the Pacific, Europe and US are also showing
slowdowns. Analysis shows that these are active threats to the company
financially. Foreign competitive activities have been largely been affected by
the company due to the overall position in the industry worldwide.

TOYOTA

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ANALYSIS OF TOYOTA

Toyota Company is great in its core competencies and they are able to utilize
them over to gain advantage over their competitors. The Toyota way of
production is actually a philosophy term where they have a list of principles to
be followed which make them differ from that of the competitors. All the
current affairs of the company will indeed turn into the sustainability challenge
of the company and gives them a big heap in the business. Also the investor
relations in the company make them a big heap in the market since the ideas
of innovation by the company actually have a big part to be dealt by the share
holders of the company.
The company is one of the worlds best known brands with their experience
which cannot be overemphasized in the terms of manufacturing. Strength is
that their product list is diverse with wide variety of segments for the
customers to choose from which could fit their lifestyle where the list includes
Land Rover, Jaguar, Ford, Aston Martin, Volvo, Mercury and Mazda. Toyota is
also known as the supportive of societal causes which supports the fight for
Breast Cancer. They are the moving assembly line pioneers which made their
production very affordable as well as faster and efficient. The companys
international exposure makes the company the second largest automaker in
the world.
Toyota Company according to their corporate responsibility to be environment
friendly, made the opportunity to keep cleaner engine emissions. They further
had a chance of create a great image in the public with the help of
environmental group works in order to keep the environment clean. There is
one great viable prospect for the company where they already started
investing in solar power. The company has a chance to regionalize and
specialize their worldwide operations which could enhance their transnational
linkages. The companys existing innovation capabilities on automobiles will
make them have an opportunity to make good scope in the market other then
the competitors.

TOYOTA

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ANALYSIS OF TOYOTA

DATA
ANALYSIS

TOYOTA

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ANALYSIS OF TOYOTA

Toyota Scores High In Annual Customer Satisfaction Survey

IRVINE, Calif. (Feb. 23, 2011) The Toyota Material Handling U.S.A., Inc. (TMHU) annual
2010 Voice of the Customer (VOC) survey program reports record high customer satisfaction
levels for Toyota service and parts and willingness to recommend a Toyota lift truck dealer.
Survey findings show consumer satisfaction scores reaching above the 90th percentile across all
categories for the third consecutive year.
For 2010, 95 percent of those surveyed reported they would recommend their Toyota Industrial
Equipment dealer, and service and parts results revealed an overall customer satisfaction rate of
94 percent. Both the sales and delivery and product experience surveys resulted in high rates of
92 percent satisfaction. In addition, 90 percent of respondents indicated they would repurchase a
Toyota lift truck in the future.

TOYOTA

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ANALYSIS OF TOYOTA

"Because customer satisfaction is a top priority at Toyota, we monitor these survey results very
closely," said Terry Rains, vice president of aftermarket sales for TMHU. "These scores are
particularly meaningful because they demonstrate how Toyota has maintained and grown its
strong connection with customers. The results provide valuable feedback for our continued goal
to deliver quality products and exceptional dealer service."
The VOC program has tracked survey responses from Toyota lift truck customers since 2003.
Over the course of 12 months, customers receive three surveys to assess their satisfaction with
their sales and delivery, service and parts, and product experience. As customer survey data is
collected, statistical analytic tools are used to better understand and define which performance
attributes are most important to Toyota customers. These techniques reveal more about the key
drivers of satisfaction and where dealers should spend their energy to improve overall customer
satisfaction.
Toyotas VOC survey program is extremely thorough and reliable. Survey responses are
uploaded daily to the VOC website, where both Toyota and dealers can access the information to
evaluate and proactively respond to customer needs.

TOYOTA

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ANALYSIS OF TOYOTA

Production

Japan
North Ame
Europe
Asia

TOYOTA

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ANALYSIS OF TOYOTA

Sales

Japan
N orth America
Europe
Asia
Other Region

TOYOTA

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ANALYSIS OF TOYOTA

PENETRATION FOR SALES

120
100
80
60
field TeamTotal Sales
Total Sales

40
20
0

TOYOTA

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ANALYSIS OF TOYOTA

CONCLUSION
AND
SUGGESTION

TOYOTA

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ANALYSIS OF TOYOTA

CONCLUSION & SUGESTION

COMPETITION level of cars is high but what is the

most important now is consumer expectation with
products and the organization which is too high
therefore, the company should fulfill the
expectation of their customer and much care is
needed in this regard .the exhaustive and
rainmaking efforts during research have paved a
way for the enumeration of much deserved
conclusion. From the facts and figures in the
previous section the conclusion are as follows:1.Presently many of the retailers are dealing in
car most of them are having Toyota and Tata,
Maruti Suzuki, Honda etc.
2.Toyota and Tata is hardcore competitor, but
Toyota is most preferred brand.
3.Toyota car have a good demand and retailer
are willing to keep the various models of Toyota
cars.
4.Monthly report of sales shows that Toyota
enjoys a preferential edge due to the
customers.
5.Retailers give maximum preference to brands
that have a good after sales service.
TOYOTA

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ANALYSIS OF TOYOTA

6.Its the era of royal cars, Toyota stands first

place with respect to the competitors.
7.Tata cars was ranked usually second.
8.Tough company image ,brand image after sale
services, low price ,quality, warranty and
performance can perceived to be highly
important for the customers in making
purchase decision ,the retailer says that 80% of
the cases they ask retailers about the
perceptions of the car brands .Moreover, the
customer tend to rely on retailers judgment on
several occasions.
9.The retailer wants to enjoy the reputation of
the company image for promoting different
brands.

TOYOTA

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ANALYSIS OF TOYOTA

QUESTIONNAIRE

AND
BIBLOGRAP
Y

TOYOTA

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ANALYSIS OF TOYOTA

QUESTIONNAIRE
A study of consumer satisfaction with Toyota
brands in Patna specially on its dealer outlet,
Budha Toyota, Patna.
1.Are you a car user?
(a) Yes (b)No
2.Which Brand do you prefer?
(a)Toyota (b) Hyundai (c) Tata
3.What do you experience from existing brand?

4.What is your thinking about Toyota price with

other brand price level?
(a)Reasonable(b)High (c)Low.

5 What is your level of satisfaction with

Toyota?
TOYOTA

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ANALYSIS OF TOYOTA

(a)
Highly
satisfied
(b)
Satisfied(c)
Dissatisfied (d) highly dissatisfied.
6 Why you like Toyota cars Due to its
mileage/Model/Reasonable
price/Features/After sales services/comfort.
7 What is your source about car
8 a) Family (b) Friends and Neighbor (C)
Newspapers (D) Internet.
9 What you like to give suggestion to
improve Toyota brand and maintaining its
NO -1 position in market.

10

Name of Respondent?

11

Address of Respondent?

12
Age group
a)20-30 yrs (B)30-40 yrs (C) 40- 50 yrs (D)
Above 50yrs.
13

Occupation of this respondent?

14

Income per year?

TOYOTA

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ANALYSIS OF TOYOTA

15
Number of car users in your family with
its brand name and mobile number?

BIBLOGRAPHY
BOOKS
A. Human
Patnayak

resource

management:

Biswajeet

Third edition, year

-2010
PHI Learning Private Limited
B. Human resource management : Gary Dessler
Tenth Edition, year - 2004
Prentice Hall
NEWSPAPER & MAGAZINE
1. The Newyork times
2. Auto Express
3. ABC News
WEBSITES
www.toyota.com
www.peeplo.com
en.wikipedia.org

TOYOTA

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ANALYSIS OF TOYOTA

TOYOTA