D ECLARATION

I THE UNDERSIGN SUTARIA DHAVAL, STUDENT OF

TYBBA OF RPBC HERE BY DECLARE THAT THE PROJECT WORK
PRESENTED IN THIS PROJECT REPORT IS MY OWN WORK AND HADE
BEEN CARRIED OUT UNDER THE SUPERVISOR OF MR. JAY PATEL OF
RAMABEN PARBAT BHAI BHALODIYA COLLEGE RAJKOT.

THIS WORK HAD NOT BEEN PREVIOUSLY SUBMITED

TO ANY OTHER UNIVERSITY FOR ANOTHER EXAMINATION.

DATE: SIGNATURE:
(SUTARIA
DHAVAL)

1
 P REFACE

BBA IS A PROFESSIONAL COURSE OF MANAGEMENT

STUDY AND MANAGEMENT IS SELF IS AN ART. ART INVOLVES THE
PRCTICE.THERE FOR, IT IS NECESSARY FOR BBA STUDENT TO KNOW
PRACTICALLY HOW THE BUSINESS RUNS.TO FULFILL THE SAME
PURPOSE, APRACTICAL STUDY HAS BEEN ENTERED IN THIS COURSE,
WHICH INVOLVES THE STUDY OF ANY ORGANIZATION AND MAKING
COMPLETE REPORT ON IT, IN THIS WAY, OUT PRACTICAL KNOWLEDGE
INCREASES WHICH IS VERY ESSENTIOAL NOW A DAYS.

THE CHIEF OBJECTIVE OF PRACTICAL TRAINING IS

TO GET AN OUTLOOK OF WHAT WE STUDY THEORETICALLY INSIDE
THE CLASSROOM. IT ALSO HELPS TO DEVELOP THE AWARNESS
ABOUT BUSINESS PRACTICES AMONG THE STUDENTS.

HERE IS THE REASEARCH REPORT ON THE FORD

ICON. THE MAIN CONCENTRATION IS ON THE TOPIC OF BRAND
LOYALTY OF FORD ICON CAR.

THIS REPORT CONTAINS ALL THE NECESSARY

DETAILS OF THE COMPANY.

2
 A CKNOWLEDGEMENT

ITS A DUTY OF A STUDENT OF BBA TO PREPARE AND

SUBMIT A PROJECT REPORT ON MARKET RESEARCH BY THEM.
THIS REPORT BEING PART OF A PRACTICAL STUDY IS PREPARED
BY SUTARIA DHAVAL J.

THE PURPOSE OF RESEARCH IS TO PROVIDE AS

WITH VALUABLE INFORMATION REGARDING BUSINESS
MANAGEMENT AND WORKING OF UNIT.

I AM VERY GLAD TO PRESENT BEFORE YOU BECAUSE

BY PREPARING THIS REPORT. IT HAS ADDED A PRACTICAL
KNOWLEDGE TO MY THEORITICAL KNOWLEDGE. TO CALL THOSE
WHOSE WORK AN IDEA HAVE BEEN SO HELP FULL TO ME IN
WORKING ON THIS REPORT. I WISH TO EXPRESS MY SINCERE
APPRECIATION.

FIRST OF ALL I EXPRESS MY GRATITUDE TO MY

FACULTY FOR PROVIDING ME THIS OPPORTUNITY. I EXPRESS
GRATITUDE TO MR. KALIDAS WHO IS OUR TRUSTEE AND HE HAS
ENCOURAGE THE BBA PROGRAME I AM THANK FULL TO OUR
LECTURER MR JAY PATEL THEY WERE VERY CO-OPERATIVE IN THE
VISIT AND PROVIDED US RELEVENT AND MUCH NEEDED
INFORMATION ABOUT THE PRODUCER AND ABOUT PREPARING THE
PROJECT REPORT.

3
 CONTENTS

Page.
Sr.no. Topic
no.
1. General information 05
2. Marketing Department 19
3. Market Research 27

Research Methodology 30
33
Analysis and Interpretation

4. Conclusion 48
5. Swot Analysis 51
6. Bibliography 54

4
5
 CONTENTS

Sr.No. Topics Page. No.

1. Introduction 07
2. Project at Glance 08
3. History of Toyota Motar Corporation 10
4. World Wide operation of Toyota Group 12
5. Toyota in India 13
6. Vision & Mission Of Toyota Group 15
7. Awards & Achievements 16
8. Qualis In India 17

6
 INTRODUCTION
Cars play an important role in todays fast and
luxurious world. They prove to be helpful, convenient and
efficient means of transportation and along with all these
they are also prove to be prestigious.
Cars are very common and contingent means for
transportation. The leading companies dealing in Cars are
General Motors, secondly Ford and Third Toyota Motor
Corporation and so on. So I had undergone marketing
research on Toyota Qualis Car and hereby wish to
introduce the company as far as I had understood it and
presented in this report.
Toyota Motor Corporation is one of the worlds
leading automakers offering a full range of models from a
mini-vehicle to large trucks. It deals in many fields.
Diversified operations include telecommunication,
prefabricated housing and leisure boats. The Company
has 12 plants and 11 manufacturing subsidiaries and
affiliates in Japan. Toyota has 51 manufacturing
companies in 26 countries/locations, which produce
Lexus, and Toyota brands vehicle and component.

7
 PROJECT AT GLANCE
Name of the company:
Offices:
Rank of the company:
Establishment:
Establishment in India:
Worldwide operations:
8
Toyota Motor Corporation
Head Office:
1-Toyota-cho
Toyota City
Aichi Prefecture 471-
8571
Japan
Phone: (0565) 28-2121
Corporate Office:
Toyota Kirloskar Motor
Pvt. Ltd
Plot # 1, Bidali Industrial
Area,
Ramnagar Taluka,
Bangalore- 562109
Phone ( 080) 27287001
Rajkot Office:
40/1,Gondal Highway,
Nr.Kishan Petrol Pump,
P.O. : Kangasiyali,
Dist. Rajkot, Pin: 360004
Ph.: (0281) 2360279
3rd Rank
August 28, 1937
October 6, 1997
26 countries
 Chairman: Hiroshi Okuda
President: Fujio Cho
Chairman in India: Mr. Akiro Okabie
Vice chairman in India: Mr. Vikram S. Kirloskar
Managing Director: Mr. A. Toyoshima
Deputy Managing: Mr. K.K. Swami
Director: Mr. Masatoshi Seki
Paid in Capital: Rs. 7 Billion
Share Holders: Toyota Motor Cor. (90 %)
Kirloskar Group (01 %)
No. of Employees: 2,64,000
Indian Models: 17 Models(till date)
Accounting year: April- March
Slogan: Touch the Perfection
Goal: Good Corporate Citizen
Theme: Innovation in future
Principle: Openness and Fairness in
Our corporate activities
Cleaner and Safer car
making and work to
make earth a better place
to live.

9
 HISTORY OF TOYOTA MOTOR

The Toyota Motor Co. LTD was first established in

1937 as spin-off from Toyoda Automatic loom works. One
of the worlds leading manufactures of weaving
machinery.
The Toyoda Automatic loom works was headed by
Japans King of Investors Sakichi Toyoda. The patent
rights to one of the machinenhad been sold to Platt
Brothers (u.k) and provided the Seed-Money for
development and test building Of Toyotas first
automobiles.
Production systems were improved in late
1950s culminating in establishment of Toyota Production
System. It became known as TPS in1970 but was
established much earlier by Talichi ohno based on
principle of Ji doka, just in time and Kaizen the system is
a major factor in reduction of inventories and defects in
plants of Toyota ans suppliers, and it underpins all their
operation s across the world.

10
 Toyota launched its first small car (SA Model) in
1947 Production of small vehicles outside Japan Began in
1959 at a small plant in Brazil and continued with a
growing network of overseas plant. Toyota believe in
localizing its operations to provide customers with the
products they need where they need them, this
philosophy builds mutually beneficial long term
relationship with local suppliers and help company fulfill
its commitments to local labor.

Over and above manufacturing Toyota also has

global Network of design and research and development
facilities, embracing 3 major car markets of Japan, North
America and Europe.

Toyota manufactures 5.5 million vehicles per year

equivalent to one every six seconds. In time it has taken
us to read this paragraph, a Toyota Motor Corporation has
produced at least another 3-4 cars.

11
 World wide operations

As we know Toyota is one of the biggest vehicle

manufacturers and one of the most widely known
companies in world today. It has its operations spread all
over the world. Its operations are spread in 26 countries.
They are as follows:

Argentina China Indonesia Philippines Thailand

Austria Columbia Kenya Poland Turkey
Bangladesh Czech Malaysia Portugal U.K.
Brazil France Mexico South Africa U.S.A
Canada India Pakistan Taiwan

The following are their products in which they deal

worldwide.
Cars:-
Avalon, Camry, Corolla, Matrix, Mr2, Spyder, Prius,
Solaro, Innova.
Vans:-
4Runner, Highlander, Land Cruisser, Rav4,
Sequolia, Sienna
Trucks:-
Tacoma, Tundra

12
 TOYOTA IN INDIA
About Kirloskar Motor
Toyota came to India in 6th October 1997 with having
equity shares of 1 % & producing Qualis and Corolla
along with employing 2330 employees. They introduced
Toyota Kirloskar Auto parts pvt.ltd in April 2002 with equity
of 64% for TMC and 26% for Toyota industries Producing
Axes, Propeller, Shafts and a transmission and employing
430 employees.
Let us have a look towards its operations in India.
WORKING TOWARDS PERCEPTION
As a joint venture between Kirloskar Group and
Toyota Motor Corporation, Toyota Kirloskar Motor Pvt.
Ltd. (TKM) aims to play a major role in the development
of the automotive industry and the creation of
employment opportunities, not only through its dealer
network, but also through ancillary industries.

TKMs growth since inception can be attributed to

one simple, yet important aspect of its business
philosophy PUTTING CUSTOMER FIRST While
managing growth, TKM has maintained its commitment to
provide quality products at a reasonable price and has
made every effort to meet changes in customer needs.

13
Local Community Development
At TKM, every effort is made to contribute to society.
A residential school at Bidali, reconstructed by Toyota,
Now houses 75 students, mainly belonging to backward
communities. In the aftermath of the tragic earthquake in
Gujarat, TKM and its dealers played a major role in
distributing food, clothing and relief in remote affected
area. TKM also takes a lead role in contributing to the
community, distributing books and bags in local school.

14
 VISION & MISSION
Each and every individual should have a goal, a
mission. And along with it one should also have vision to
achieve it. So let us have a look at a vision and mission of
Toyota Kirloskar Group.

Contribute to Indian Industry and Economy through

technology transfer human resource development
and vehicles that meet global standards at
competitive price.
Contribute to well being and stability of team
members
Contribute to overall growth for our business
associates and automobile industry

Their mission is to design, manufacture and market

automobiles in India and overseas while maintaining the
high quality that meets global Toyota quality standards to
offer superior value and excellent after sales service. They
are dedicated to providing the highest possible level of
value to customers, team members, communities and
investors in India.

15
 AWARD AND ACHIEVEMENTS
The following are awards received by Toyota

Two top Engine of the year award 2000 for

Toyota.
Both Yaris & Prius receive Hi-tech engine
awards for second year running.
Toyota prids Hybrid Synergy Drive System
Dominates 2004 international Engine award of
year.
Toyota receives environment award during the
earth day.
Toyota sales U.S.A Inc. honored at 2003
governors environmental and economical
eldership awards.
Prius honored by National wildlife federation
Toyota awarded the environmental Stewardship
award.
Prius recognized by Sierra Club and Earns
CLEAN CAR SALUTE.
Toyota named environmental leader by EPA.

16
 QUALIS IN INDIA
The Car that defines todays style and luxury.

Qualis are designed to suit ones personality. Qualis

thrill the person from moment he/she first lays eyes on it.
The newly designed exterior is breath taxingly stunning
with sleeker looks and more luxurious trimming. Qualis
creates an image wherever one goes and every time
when one sees Qualis and touches it every inch he says
My luxury Qualis
Qualis are best because of its exterior and interior
looks. Performance and most important is its safely
measures. Some of its features are as mentioned below:

EXTERIOR LOOKS:
Stylish and elegant chrome Grille
Bright & Safe Multi Reflector Headlights
Modern Front Bumper with integrated Frog
lamps.
Integrated Aluminum Side Steps
Stylishly integrated over fenders
Bright & Clear Multi- Reflector rear combination
lights.
Durable Rear Bumper

17
 INTERIOR LOOKS:
Exquisite: Wooden Panel
Vivid: Blue Meter Gauges
Convenient: Sun visors with vanity mirrors
Easy to use: Power Windows
Convenient: Centrally controlled door locking
system
Luxurious: Captain seats with Arm rest
Comfortable: Front Doors
New roll down: Rear Window

PERFECTION:
Powerful IRZ-E engine
Specially toned Double Wishbone Suspension
Dynamic Braking system Loud Sensing
Promotional Value

SAFETY:
Impact Absorbing Grumble zone
Safely enhancing SB
Reassuring Child proof Door Locks
Command of road Sealing Position
Highly visible High Mount Gump
Side Impact Beams

18
19
 CONTENTS

SR.NO TOPICS PG.NO

1. Introduction 21
2. Organization Structure 22
3. 4P of marketing mix. 23
4. Promotion mix 24

20
 INTRODUCTION
In common parlance, Marketing is process of selling
something at shop or market place, but according to
modern marketing concepts selling is not an important
part of marketing but it is only a tip at marketing iceberg.
The aim of the marketing for any of the company is to
make their sales superfluous.

Marketing is process of planning executive the

conception, pricing and distribution of ideas, goods,
services to create exchanges that satisfy individuals
and organizational goals.
Philip Kotler.
Marketing occupies an important position in any
organization. Traditional view point was that the customer
will accept whatever product the seller presented to him.
But according to Modern view point is to focus on the
consumer needs & wants. Marketing deals with identifying
and meeting consumer needs. One of the shortest
definitions of marketing is Meeting Needs Profitability
producer does not produce what they like but produce
what the consumer wants.

21
 ORGANIZATIONAL STRUCTURE
Organization means it is a group of people working
together co-operatively under authority towards achieving
goals and objectives that mutually benefits the
organization. It may also be said as grouping activities is
to be performed. We can also define as establishing
relationship for the purpose of handling people to work
effectively by maintaining horizontal and vertical
coordination.

Market is related with creation of standard of living.

Organization is a form of co-operative efforts. It can be
said that marketing organization consists of no. of people
with many different position.

One great line is said by a great person who

suggests that every one should not loose the confidence
in themselves:
Take all the things away from me, take my
wealth, take my industries, take my land, but
with help of my efficient organization I will
bring these all back within only 5 years.
Andrew Carnegie

22
 4 PS OF MARKETING MIX
It is in history when firms where having comparatively
few tools for influencing sales. Before the 21st century most
products were sold without branding, advertising, sales
promotion, credit, trade-shows and many others variables
that are now common place.

The 4Ps of marketing mix are:

1. Product Mix
2. Price Mix
3. Place Mix.
4. Promotion Mix

In the 21st century something new is very important in the

market so for that purpose marketing mix of company is very
necessary to make complete program.

The meaning of the marketing mix in simple words is the

amount and kind of variables the organization is using at a
particular time. Marketing get changed by changing the area
and according to market condition. It is totally based on
market research and information. It is the core of the
marketing system.

23
 PROMOTION MIX
Promotion is a form of communication to accept
ideas, products, and services and hence persuasive
communication becomes heart of promotion. It is said that,
In a competitive market without promotion nothing can be
sold

Promotion has been defined as The co-ordinate

self- initiated efforts to establish channels of
information and persuasion to facilitate sale of
goods or services or to acceptance of ideas or
points of view.

The promotion mix includes four ingredients viz.

Advertising
Publicity
Personal selling
Sales promotion

ADVERTISING
Promote sales because it is only way to
commercialize the product. Any activity towards sales-
promotion may be called promotional activities. Such
activities include advertising.

24
 Any paid form of non-personal
communication of ideas, goods or services by
business firms identified in advertising message
intended to lead to sale immediately or
eventually.
-American Marketing Association

Today, no business survives without advertisement.

Advertisement helps to increase sales goals and to give a
tough fight to competitors. The problem or else we can say
question is not whether to do advertisement or not? But
question is that how to advertise with a view to maximize
returns on money invested. An advertisement can prove to
be better when it is adequately planned, executed and
constantly evaluated.

As one knows advertisements prove of the great

importance having many objectives. The main objectives
of advertising are as given below:
Preparing a ground for new product
Creation of demand
Facing competition
Creating goodwill
Awareness to customers
Creating good brand image

25
 PUBLICITY

It is non personal stimulation of demand for product,

service or a business unit by placing commercially
significant news about it in a publication or obtaining
favorable presentation of it on Radio, T.V or stage that it is
not paid for sponsor. It is said that a product is more
published when it satisfies all requirements of consumers.

SALES PROMOTION

Sales promotion is a key ingredient in marketing

campaigns. Sales promotion consists of diverse collection
of incentive tools. Mostly short term, designed to simulate
quicker or greater purchase of particular products or
services by consumer or the trade.

Advertising offers a reason to buy; sales

promotion offers an incentive to buy.

Sales promotion is short term incentives

to encourage purchase or sale of product or

service.

26
 MARKET RESEARCH

Research Methodology

Scope of project
Data collection
Research instrument
Selection of project
Data content
Analysis & interpretation

27
 SCOPE OF PROJECT

Basically the scope project is bifurcated in two types:

Geographic scope
Time scope

Geographic Scope:
Geographic scope is the consumer of Toyota
Qualis Car in Rajkot City

Time Scope:
Time scope for project is 15 days.

28
 DATA COLLECTION
All marketing researches can tap two sources of data
for investigation.
Internal Sources
External Sources
Internal sources are companys own records,
registers, documents etc. The internal source helpful for
me while preparing my project report was Mr. Kiren
Pandya, Asst, and Manager. He helped me a lot while
preparing the project.
External sources are those which are collected from
market. It is available by containing prospective
consumers of Toyota by personally interviewing them.
Another way of classification of sources is.
Secondary data
Primary data
As for preparing my project report I have used
primary data. I do think that it is an important point to be
mentioned in project. In this method, a well-informed
questionnaire was prepared. Survey was done in Rajkot
by sample of 100 people.As it is not possible to meet the
whole population, I had taken 100 samples of
respondents. A sample is a part of universe or population.

29
 RESEARCH INSTRUMENT
The instrument used for preparing my project is
questionnaire.

Questionnaire is a device or tools of marketing

research to collect information. It is a technique of
communication with the respondent. It may be simply
defined as
Formal list of questions designed to gather
information from respondent on a given topic.

A well-drafted questionnaire brings success to

interview and interviewers. It overcomes resistance own
respondents. A questionnaire should be complete, concise
and clear.

30
 SELECTION OF PROJECT
A project work is an opportunity for a student to
implement the theoretical knowledge in a practical
manner. It provides a platform for better understanding of
the market and factors influencing same.

It has been understood by organization that market is

huge and thus it should not be overlooked. The project
work was chosen on Consumer satisfaction for Toyota
Qualis car

As this was a research based project it would enable

the company to acquire in depth knowledge of Rajkot
market as concerned to satisfaction derived and the likes
and dislikes of consumers and make changes thereafter.

31
 DATA CONTENTS

Respondents status

Respondents salary

Respondents family members

Cars own by Respondent

Respondents belief

Respondents reasons to purchase

Qualis

Model Preferred by respondent

Respondents satisfaction-by car & after

sales services

Attraction towards Toyota-Qualis

Respondents view

Suggestions

32
 ANALYSIS &

INTERPRETATION

Job Profession Business Others Total

14 7 76 3 100

In the above question the consumers are segmented into four

categories i.e. Job, Business, Profession, & others. And after analyzing 100
responses given by consumers. I had come to conclusion that 76% of
consumers are engaged in own business, 14% have job, 7% consumers are
professionals and 3% of people use Qualis for other purpose.
Concluding from these analyses I feel that may be because of price
people of other status is unable to buy Qualis. So, I think that Toyota should
also consider this aspect of consumers.

33
 Qus. Annual INCOME
Salary Total
1,00,000-1,50,000 45%
1,50,000-2,00,000 16%
2,00,000-2,50,000 16%
More than 2,50,000 23%
Total 100%

Total
In above table the annual INCOME of respondent is bifurcated into
four segments.
from 1 st category, 23% are 4th
Here 45% of consumers are23%
10000-150000
category & 16% belong to 2nd and 3rd category. 45% 150000-200000
200000-250000
16%
More than 250000
16%

34
 Ques. Members in Family

Members Percentage
1and 2 7%
3and4 39%
5and6 32%
More than 6 22%
Total 100%

Percentage

Here the options provided to the consumer wre...1-2,

7% 3-4, 5-6, more
22%
than 6. 1-2
3-4
And after having done the analyze of the question the conclusion
39% 5-6
drawn is that 39% of consumers are3-4 members in family, 32% are 5-6 in
More than 6
32%
number, 22% are having more than 6 members and 7% are having only 2
members in family.
These shows that size of family do affect the choice for car. Although
size of family do affect the choice of the car. Although39% of people has 3-4
members yet they prefer Qualis so it turns out to be positive point for Qualis.

35
 Ques. How many cars do you own?
1 52%
2 35%
3 4%
4 9%
Total 100%
percentage

9%
In the above question, the bifurcation is of having One, Two, Three, or
4% 1
more cars. The reasons of consumers are as follows.
2
52%
3
35%
52% of consumer has only one car. 35% of them have two cars, 9% of more than 4
people have more than 3 cars and 4% of people have 3 cars.
So, we can say that it is again a plus point for Toyota Qualis. These are
because they have only one car and i.e. Qualis. And it is also that it does have
competitors. So it should try to maintain and improve its image.

Quos. Do you agree Qualis is No.1 Car?

Strongly Agree Neither Disagree Strongly Strongly

Agree 2%
Agree agree agree
nor 0%
5%
disagree Agree

48%
48 45 5 2 -
45% Neither
Agree Nor
Disagree
36
Disagree
 In the above question, the options are given into five types. The
customers were asked whether they believe Qualis is No.1 car and the
responses were as follows:
48% people said that they strongly agree to it, then 45% people say
that just do agree that Qualis is No.1 Car there are 5% people who say they
neither agree nor disagree. 2% people disagree to the point that Qualis is
no.1 car and there are no people out of 100 samples who say that they totally
disagree to the question.

Ques. What is reason to purchase Toyota Qualis Car?

Rank Family Advertiseme Price Status
nt
1 80% 4% 6% 10%
2 9% 21% 14% 56%
3 7% 41% 48% 4%
4 4% 34% 32% 30%
Here we can see that in the matter of reason to purchase the Qualis
Model there 100%
Percentage

are 80% people who are saying that they had purchased it
80%
because of Family,
60% then 9% of people have given it second rank, 7% give
family 3rd rank 40%
and 4% of people have give it last choice. Series4
20% Series3
0%
Series2
Further for advertisement we can see only 4% have given it 1 st rank
t
en
il y

s
e
k

Series1
tu
an

ric
em
am

ta

coming up with 21% for 2nd rank 41% for 3 rd choice and 34% for last option. It
R

P
t is

S
F

er

is correct that price plays an important role in purchasing any product. But
dv
A

here, 6% people agree to it, 14% people gives it second choice, 48% agree
as it do play important role and 32% consider price as last matter.

Last, but not least, 10% people say that thy have purchased Qualis to
show their status, 56% gave it second, 4% third and 30% fourth.

37
 So, this chart shows a reason to purchase car and we can say it is
family size, which influence the most.

Ques. Are you satisfied by drive?

Yes 99%
No 1%

As these are a dichotomous question the option available to consumer

1%
was only yes or no.
And the reasons for these question in quite natural but a bit
unimaginable. 99% of response was in favor of Qualis and only 1% of YES
response was against that of Qualis. NO

99%

38
Ques. Are you satisfied by the After Sales Services?

YES 85%
NO 15%

15%
Here, the options available to the responder are again Yes or No.

yes
Mostly, people are satisfied by after sales services i.e. 85% and 15% of no
the people are not satisfied by after sales service. So, Company should make
85%
efforts to increase its effect on after sales service. They should give proper
and good service to their prospective customer. And always try to give the
best service to their customers.

39
 Was Qualis your first preference?

Yes 76%
No 24%

Here, the question has only two-option yes or No.

24%

The response for Qualis as first preference was 76% and 24% says yes
no
that Qualis was not their first preference.
So, company should make all possible efforts to make the companys
76%

product as first preference.

40
Ques. Which method you have preferred to purchase Qualis?

Loan 54%
Installments 29%
Cash 17%

Here the customer was provided the above options to know the
purchase method of customers.
17%

Here, we can see mostly people purchase car by loan because the Loan
ratio is 54% than 29% of people purchased Qualis on installment basis and Installments
54%
only 17% have purchased on installment
29% basis and only 17% have purchased Cash
Qualis by cash means.

Hence, the business should try to give some schemes in order to

increase sales like low rate of interest.

41
Ques. What are main forces which attract you towards Toyota?

Rank Exterior Interior Safety Comfo

100 k 100k rt
1 25% 10% 50% 15%
2 50% 12% 31% 7%
3 20% 28% 13% 39%
4 5% 50% 6% 39%

Here, in above question

100% the main force attracting customer is safety
80%
facilities provided by Qualis Model Because 59% people agree to it.
60%
First of all for exterior 100k there are 25%people, who give it first Series4
40%
choice, followed by 50%20% for second choice and 20% and 5% for third and Series3
fourth choice respectively. 0% Series2
k

0k

rt
y
k

Secondly, 10% people say they have purchase Qualis for interior look Series1
0

fo
et
an

10
10

om
af
R

S
r

rio
followed by 12%, 28% and 50%. For each second, third and fourth position
io

C
er

te
In
xt

respectively.
E

Then comes Safety, there are 50% who say the model provides good
safety later on 31%, 13% and 6% for second, third and fourth choice
respectively.
Last option provided was comfort 15% people agree for good comfort
provided by Car. Then 7% give it second choice 39% give it third and fourth
each.

42
Ques. Which Quality of Toyota impresses you most?
Dimension Engine Chassis Rank
& weight
20% 46% 34% 1
37% 33% 30% 2
43% 21% 36% 3

Here, the option provided

100%is divided into three bifurcations.
80%
Series3
60%
Series2
40% 20%
For dimension and weight people say that it is their first choice
20% Series1

Dimension
37% say as second and 43% say
0%that it is last factor impressing them.

Engine

Chasis
& weight

Rank
For engine, 46% people are satisfied and quite impressed, 33% and
21% say it is second and third matter each.

For Chassis, 34% agree that it impresses them the most, then 30% say
it as second option and 36% say it as last impressive force.

43
 Ques. Which color of Qualis does you like the most?

White 12%
R.M.M 5%
G.M.M 12%
S.M.M. 54%
R& SM 5%
G&Sm 12%
Total 100%

As we know Qualis is available in many

12% color but
12%the question in which White
is the favorite color of consumers. 5%
5% R.M.M
12% G.M.M
So, after undergoing the analysis I came to know that 54% people S.M.M.
R& SM
prefer Silver Mica, 12% people prefer White Green Mica & Green and Silver
G&Sm
Mica each, and consumers like R&D Mica &54%
R&D Silver Mica metallic color.

These shows that people prefer light colors. So it should concentrate to

make light colored cars.

44
Ques. Do you agree Toyota really minimize the pollution?
Air 15%
Noise 27%
Both 58%
Total 100%

In the above question, the consumers were aided

8% with options as
reduces air pollution, reduces noise pollution or reduces both. 14%
Air
Noise
49%
The reasons received by them were 58%. People agree that it reduced
Both
both 27% says that it reduced noise pollution and 15% says that it reduces air
Total
pollution. 29%

So, we can say that Toyota Qualis really minimize pollution. And it is
one of the good aspects of model.

45
Ques. If you were given chance to change any feature of Qualis what
would you like to make?
Yes 49%
No 51%

As the above question was open-minded consumer can give any

response. 51% of people want no changes in Qualis model. They are satisfied
by each and every facility provided any it.
Yes
51% 49%
This is one of good point for company. Yet threat lies because 49% of people No
want some changes. They are as follows:
19% of people want to change the look and size of Qualis
model
6% of people want to change tyre of car.
9% of people want change in sitting arrangement.
11% of people have problems with steering wheel and
average.
4% of people have complains for its styles, headlights and
vibrates.

46
47
 It was really a great experience, while doing project report
for Toyota Group. I was obliged to study now the marketing
theories and other management principles are applied in
corporate world. By doing project on Consumer Satisfaction
for Toyota Qualis Car. I got opportunity to learn all marketing
implication which otherwise would not be possible anywhere
else.

After studying companys past and present marketing

operation, I came to conclusion that company is having good
future prospects and can establish its edge over others which is
now on its growth stage.

Toyota group is one of the largest manufacturing

companies for cars in the world. It was really a nice experience
to do project for Toyota and work with Toyota staff that is really
kind-hearted and open-minded.

I, wish company, all the best for its forth coming

challenging years.

48
 This is concluding question of the Annexure. After asking
so many questions some suggestion are required from the
consumer to make improvements in Car.
1. Complementary Suggestion

As we know Toyota is one of the best Cars It has only

positive aspects. 26% of people say Toyota is best car and they
are satisfied by it in each and every many.
2. Reduce Price

There are 22% of people who says that Qualis should

reduce its price. Reducing price will increase its sales and bring
prosperity to company.
1) Model Size

25% of people say that Toyota should reduce its model

size and make a small family Car.
2) New Model

17% of people say they should make more models

available in India. These will develop company more.
3) Others

There are few views of people like change sitting

arrangement, make it more stylish, headlight make it somewhat
more safely and improve its interior look.

49
 SWOT ANALYSIS
`No one in this world is perfect in same

way no company in world is perfect.

Swot analysis is one of the tools helpful to

the company in finding out the chances for the

progress of the company. Today each and

every firm finds out its SWOT analysis in order

to understand its present and future

conditions.

Let us have a look at SWOT analysis of

Toyota Company.

Strength:

Company has a good image in country

and across the globe.

It is the worlds 3rd largest company

manufacturing cars.

Company has motivated employees all

over who are satisfied with company and

ready to serve their level best.

50
Weakness:

They provide fewer models in few

countries like India.

They should give more advertisements.

Being multinational company sometimes

it faces several problems in

implementing its plants in India

Opportunities:

The company has a good image in

market all over the world.

Todays generation is attracted more

towards cars, so if company provides

more models and may be better facilities

they may purchase more and further

lead to profits.

51
Threats:

There is a great competition in car

industry so it is important to maintain

present position and work hard to

achieve better position.

52
Books:

Marketing Management

- by Philip kotler

Marketing Management

- by S.A. Sherlekar

Websites:

www.toyota.com

www.toyotabharat.com

53
 MARKETING RESEARCH

ON CONSUMER SATISFACTION FOR

TOYOTA QUALIS CAR

NOTE: 1) This research is for educational purpose only.
2) Please tick marks it in appropriate box.
3) Please fill up the relevant information.
A. Name:
B. Address:

C. Status:
Job Business
Profession Other
D. Annual Salary:
1, 00,000- 1, 50,000 1, 50,000- 2, 00,000
2, 00,000- 2, 50,000 More than 2, 50,000
E. Members in Family
1-2 3-4 5-6 More than 6
F. How many cars do you own?
One Two Three More
G. Do you agree Qualis No. 1 Car?
Strongly agree Agree Disagree
Neither agree nor disagree strongly disagree

H. what are reasons to purchase Toyota Qualis Car?

54
 Family
Advertisements
Price
State
Other

I, which model of Toyota Qualis does you own?

RS Petrol RS Diesel GS Petrol
GS Diesel FS Petrol FS Diesel
J. Are you satisfied by the drive?
Yes No
K. Are you satisfied by the after sales service?
Yes No
L. Was Qualis your first preference?
Yes No
M. Which method you have preferred to purchase Qualis?
Loan Installments Cash
N. What is the main force which attracts you towards Qualis?
Dimension & weight Engine
Chassis Other
O. Which color of Qualis does you like the most?
Red Mica Metallic Green Mica Metallic
Silver Mica Metallic Red & Silver Metallic
Green & Silver Metallic
P. Do you agree Toyota really minimize the impact on
environment by,
Reducing noise pollution
Reducing air pollution
Both
Q. According to you, does Toyota defines Toyotas style &
Luxury
Yes No
R. Give Suggestions:

55