I

A STUDY ON CUSTOMER SATISFACTION OF TOYOTA CAMRY, TOYOTA

COROLLA, TOYOTA QUALIS CUSTOMERS IN
LANSON TOYOTA
By
M.GOWRISHANKAR
(41502631030)
Of
SRM ENGINEERING COLLEGE
A PROJECT REPORT
Submitted to the
FACULTY OF MECHANICAL ENGINEERING
I n partial fulfillment of the requirements
For the award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
ANNA UNIVERSITY
CHENNAI- 600 025
JUNE, 2004
II
BONAFIDE CERTIFICATE
Certified that this project report titled CUSTOMER SATISFACTION OF
TOYOTA CAMRY, TOYOTA COROLLA, TOYOTA QUALIS CUSTOMERS IN
LANSON TOYOTA Mr. M. GOWRISHANKAR [41502631030] who carried out
the research under my supervision. Certified further, that to the best of my Knowledge
the work reported herein does not form part of any other project or dissertation on the
basis of which a degree or award was conferred on an earlier occasion on this or any
other candidates.
PROJECT GUIDE HEAD OF THE DEPARTMENT

Mr. K. SADASIVAN.BE. MBA Dr.JAYASHREE SURESH MBA.Phd
---------------------------------------------------------------------------
ABSTRACT
The project study was undertaken to study the customer satisfaction of Toyota
Camry, Toyota Corolla, Toyota Qualis customers in Lanson Toyota . A sample size of
150 consumers from five locations i.e., city was divided in terms of five areas as south,
north, east, west and central. The study was conducted on random basis. Questionnaires
were supplied to the respondents to collect the data. The data was analyzed and the
interpreted the findings and suggestions are given in forth coming chapters.
ACKNOWLEDGMENT
I am very glad to thank Prof.R.Venkataramani, Principal, and SRM Engineering College
for giving me this opportunity to do this project. I wish to express my sincere thanks and
gratitude to Dr. Mrs.Jayashree Suresh, Dean SRM Engineering College. I acknowledge
with thanks for the support and encouragement of prof. K.Sadasivan, B.E., M.B.
professor, S.R.M Institute of Management studies,S.R.M Engineering college, for
permitting me to carry out this project and for his valuable guidance as my academic
guide. I would like to thank Mr.Eswaran Annamalai (Deputy General Manager
Operations) for helping me to do my project. I would like to extend my thanks to
Mr.Thambi Radakrishnan (Deputy General Manager Sales) for providing me with the
necessary facilities and support to do my project. Last but not the least, I would like to
express my salutation to the Almighty and my parents whose grace, I believe, have led to
the successful completion of my project.
III
LIST OF CONTENT
S.NO CONTENT PAGE NO.
1 CHAPTER 1
1.2 PROFILE OF CAR INDUSTRY 1
1.3
COMPANY PROFILE
3
1.4
PRODUCT PROFILE
4
1.5
NEED FOR STUDY
5
1.6
OBJECTIVES
7
2
CHAPTER-2
2.1
RESEARCH DESIGN
10
2.2
DATA COLLECTION
11
2.3
SAMPLING SCHEME
14
2.3.1
QUESTIONAIRE DESIGN
15
2.3.2
STATISTICAL TOOLS USED
16
IV
CHAPTER-3
3.1 DATA ANALYSIS AND INTERPRETATION
19
3.2 STATISTICAL ANALYSIS
36
3.3 SUMMARY OF FINDING
45
3.4 SUGGESTIONS AND RECOMMENDATIONS
47
3.5 CONCLUSION
49
3.6
3.7
BIBLIOGRAPHY
APPENDIX
50
51
V
LIST OF TABLES
TABLE
NO
TITLE PG NO
3.1.1 CUSTOMERS PERCEPTION REGARDING THE CONVINENCE
IN LANSON TOYOTA
19
3.1.2 CUSTOMERS PERCEPTION REGARDING THE APPOINTMENT 20
3.1.3 CUSTOMERS PERCEPTION REGARDING FACILITIES
OFFERED
21
3.1.4 CUSTOMERS PERCEPTION REGARDING THE KNOWLEDGE
OF SERVICE ADVISORS
22
3.1.5 CUSTOMERS PERCEPTION REGARDING THE OPENING OF
THE JOB CARD
23
3.1.6 CUSTOMERS PERCEPTION REGARDING THE ROUGH
AMOUNT ESTIMATION
24
3.1.7 CUSTOMERS PERCEPTION REGARDING THE PROMISE OF
DELIVERY TIME
25
3.1.8 CUSTOMERS PERCEPTION REGARDING THE WORK DONE 26
3.1.9 CUSTOMERS PERCEPTION REGARDING WARRANTY 27
3.1.10 CUSTOMERS PERCEPTION REGARDING THE CHARGES 28
3.1.11 CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF
THE SERVICE ADVISORS UNDER WARRANTY
29
3.1.12 CUSTOMERS PERCEPTION REGARDING AVAILABILITY OF
SPARES
30
3.1.13 CUSTOMERS PERCEPTION REGARDING PRICE CHARGED
OF SPARES
31
3.1.14 CUSTOMERS PERCEPTION REGARDINGTHE REPAIR WORK
DONE AT THE FIRST TIME ITSELF
32
3.1.15 CUSTOMERS PERCEPTION REGARDING AFTER SERVICE
CONTACT
33
3.1.16 CUSTOMERS WILLINGNESS TO RECOMMEND THE DEALER 34
3.1.17 CUSTOMERS PRESTIGIOUS TOWARDS THE DEALER 35
VI
LIST OF CHARTS
CHART
NO
TITLE PG NO
3.1.1 CUSTOMERS PERCEPTION REGARDING THE CONVINENCE IN
LANSON TOYOTA
19
3.1.2 CUSTOMERS PERCEPTION REGARDING THE APPOINTMENT 20
3.1.3 CUSTOMERS PERCEPTION REGARDING FACILITIES OFFERED 21
3.1.4 CUSTOMERS PERCEPTION REGARDING THE KNOWLEDGE
OF SERVICE ADVISORS
22
3.1.5 CUSTOMERS PERCEPTION REGARDING THE OPENING OF
THE JOB CARD
23
3.1.6 CUSTOMERS PERCEPTION REGARDING THE ROUGH
AMOUNT ESTIMATION
24
3.1.7 CUSTOMERS PERCEPTION REGARDING THE PROMISE OF
DELIVERY TIME
25
3.1.8 CUSTOMERS PERCEPTION REGARDING THE WORK DONE 26
3.1.9 CUSTOMERS PERCEPTION REGARDING WARRANTY 27
3.1.10 CUSTOMERS PERCEPTION REGARDING THE CHARGES 28
3.1.11 CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF
THE SERVICE ADVISORS UNDER WARRANTY
29
3.1.12 CUSTOMERS PERCEPTION REGARDING AVAILABILITY OF
SPARES
30
3.1.13 CUSTOMERS PERCEPTION REGARDING PRICE CHARGED OF
SPARES
31
3.1.14 CUSTOMERS PERCEPTION REGARDINGTHE REPAIR WORK
DONE AT THE FIRST TIME ITSELF
32
3.1.15 CUSTOMERS PERCEPTION REGARDING AFTER SERVICE
CONTACT
33
3.1.16 CUSTOMERS WILLINGNESS TO RECOMMEND THE DEALER 34
3.1.17 CUSTOMERS PRESTIGIOUS TOWARDS THE DEALER 35
VII
1.1 INDUSTRY PROFILE
The history of Indian car industry dates as 1898 when the first car was seen
on the streets of India. In pre-independence era cars were freely imported to satisfy the
demand of the British sahebs or the affluent few Indians. But premier Automobiles Ltd.
(PAL) made first Indian car in 1946 when it started assembling Dodge and Plymouth
models. In 1949, Hindustan Motors (HM) of G.D. Birla made its first car that was to
become the ambassador by HM. That was because the Government wanted to develop an
indigenous automobile industry, for which it decided to throw out marketers that didnt
have a local factory and keep local manufacturers protected from foreign competition.
Ford, GM [General Motors] and others left the country in 1954. In two decades from
1960-80 demands for cars increased from 15,714 to 30,989 at a compounded growth rate
of just 3.5% per annum. This duopoly continued till 1983 when Government Decided to
get in the car business, with a 74% stake in Maruti Udyog Ltd (MUL), a joint venture (jv)
with Suzuki Motors of Japan.
Toyota is the worlds second-largest automobiles manufacturer selling 5.9
million vehicles each year in over 160 countries and generating $ 108 billon in annual
sales. Our company produces a full range of vehicle models, and employs 246, 700
people.
Toyota is also one of the top ten fortune global 500 businesses, and enjoys
the honor of being considered the worlds most admired Car Company. Our company is
today the undisputed market leader in Japan and Asia, the best selling Non-American
make in the U.S.A., and the leading Japanese brand in Europe.
MUL introduced Maruti 800 in 1983 providing a complete facelift to the
Indian car industry. The car was launched as a peoples car with a price tag of Rs
40,000. This car was launched as a peoples car with a price tag of Rs 40,000. This
changed the industrys profile dramatically. Maruti 800 was well accepted by middle-
income families in the country and its sales increased from 1200 units in 1984 to more
than 200,000 units in 1999. The models in the car market can be fitted to different
segments as given below:
CLASSIFICATION CATEGORY MODELS
A SMALL CAR
SEGMENT
MARUTI 800,ZEN,
ALTO,WAGON
R,HYUNDAI SANTRO,FIAT
PALIO,TATA INDICA.
B ENTRY MID
SEGMENT
MARUTI ESTEEM,FORD
IKON, FIAT SIENA,
HYUNDAI ACCENT
C MID SEGMENT MITSUBISHI LANCER,
MARUTI BALENO, OPEL
ASTRA
VIII
C++ PREMIUM MID
SEGMENT
TOYOTA
COROLLA,CHEVEROLET
OPTRA, SKODA OCTAVIA
D LUXURY SEGMENT MERCEDES BENZ, FORD
MONDEO, TOYOTA
CAMRY,HONDA ACCORD.
MUV MULTI UTILITY
SEGMENT
TATA SUMO, MARUTI
GYPSY, MAHINDRA
BOLERO
SUV SPORTS UTILITY
SEGMENT
TOYOTA
QUALIS,MAHINDRA
SCORPIO, TATA SAFARI.
1.2 COMPANY PROFILE
Lanson Toyota marches steadily towards customer Ecstasy.
Lanson Toyota well into the 4 th year of its successful journey is today a name well
celebrated in the field of automobiles in chennai. As the Dealer of Toyota Kirloskar
Motor, Lanson Toyota has established its branches in Pondycherry, Vellore and
Kandhanchavadi. With an expanded family of more than 6500 members Lanson Toyota
has also drawn the attention of all the dealers with a Best Dealer for Sales Award
firmly tucked into its sleeve. Being the only dealer selected for (TSM) TOYOTA
CUSTOMER SERVICE MARKETING The team of Lanson is busy on their toes trying
to bring in revolutionary customer delight concept equivalent to the standards adopted by
Toyota, Japan.
Another value-adding feature is the 24-HOURS MOBILE HELPLINE
SERVICE and any time servicing at Lanson Toyota Koyambedu, Kandhanchavadi,
Chennai and Pondycherry.
The Toyota family in Lanson Toyota now boasts of my Luxury New Toyota
Qualis, Toyota Camry and the latest addition Toyota Corolla. Soon to join these wonders
of Japan are the Toyota Land Cruiser and Toyota Land Cruiser Prado.
The secret of success is a simple equation:
CSP + ESP = 200% SUCESS
[CUSTOMER SATISFACTION PROGRAM + EMPLOYEE SATISFACTION
PROGRAM always lead to SUCESS.]
In the words of Mr. M. Lankalingam Managing Director, We strongly believe
that customer delight and employee satisfaction are the corner stone of Lanson Toyotas
success.
IX
To this effect various customer delight programs have of delighting customers
simultaneously aiding a worthy cause. For Eg Free VVIP passes were given cultural
program to aid orphanage in the year 2001-2002.
Cultivating attitudes and attaining high goals are a part of the values imbibed in
the staff of Lanson Toyota. Various Lectures, in housing training, spoken English
classes etc are conducted for the staff.
The Lanson Toyota has carved a niche of success and achievement and looks
forward to give the ULTIMATE in customer delight.
1.3 PRODUCT PROFILE
TOYOTA
QUALIS COROLLA CAMRY
TOYOTA QUALIS :
Designed to be an extension of your personality, the Qualis will thrill
you from the moment you first lay eyes on it. The newly designed exterior is
breathtakingly stunning. With sleeker looks and more luxurious trimmings, the Qualis
will announce your arrival in style, wherever you go. And every time you get in, you will
be pleasantly surprised at the luxury and the finer touches evident in every inch. Just get
in, and youll want to say its My Luxury Qualis.
TOYOTA COROLLA :
It is one of the highest-selling cars in the world. With over 30 million
cars sold worldwide, the corolla comes with high expectations. Adapted for Indian
conditions. It brings the style, comfort and performance of a world-class sedan, backed
by Toyotas legendry reliability.
The corolla is powered by a 1.8- litre DOHC VVTi engine that
develops a whooping 125 ps. Delivery of power is smooth and seamless. Thanks to
optimal timing achieved by using Toyotas properietry VVT-i [ VARIABLE VALVE
TIMING INTELIGENT] technology.
X
TOYOTA CAMRY:
Toyota presents a benchmark in driving experience. The Camry. It is a
car that ushers in a whole new standard in design excellence. To make it a symbol of
perfection as defined by Toyota. An automobile that will give owners a new sense of
luxury and comfort founded on Toyotas total commitment to exceptional quality. With
technical workmanship and enhanced technological performance that far surpasses
competing automobiles competing automobiles. Take it for a spin. And know perfection.
1.4 NEED FOR THE STUDY
GAPS MODEL
GAP [1] Between consumer expectation and management perception :
Management does not always correctly perceive what customers want.
Administration may think want a better service provided to customer, but customer may
be more concerned with service advisor responsiveness.
GAP [2] Between management perception and service quality specification:
Management might correctly perceive customers wants butnot set a
performance standard. Administration may tell the service advisors to give fast service
without specifying it in minutes.
GAP [3] Between service quality specification s and service delivery:
Personnel might be poorly trained, or incapable or unwilling to meet the
standard, or they may be held too conflicting standards, such as taking time to listen to
customers and serving them fast.
GAP[4] Between service delivery and external communications:
Consumers expectations are affected by statements made by company
representatives and ads. If the service department produces a broacher, which promises
the best service delivery, but when the customer arrives the expectation is not meet.
GAP [5] Between perceived service and expected service:
XI
This gap occurs when the consumers misperceives the service quality .
SERVICE QUALITY MODEL
PERSONAL NEEDS
EXPECTED SERVICE
PAST EXPERIENCE
WORD OF MOUTH
COMMUNICATION
EXTERNAL
COMMUNICATIONS TO
CONSUMERS
PERCEIVED SERVICE
SERVICE DELIVERY
[INCLUDING PRE & POST
CONTACTS]
MANAGEMENT
PERCEPTIONS OF
CONSUMER
EXPECTATIONS
TRANSLATION OF
PERCEPTIONS INTO
SERVICE QUALITY
SPECIFICATIONS
GAP 5
GAP 2
GAP 3
GAP 1
GAP 4
XII
1.5 OBJECTIVES:
PRIMARY OBJECTIVE:
To study the functions influencing in choosing a particular car dealer.
To analyze the overall satisfaction level regarding the services of offered by Lanson
Toyota.
SECONDRY OBJECTIVE:
To analyze the post purchase behavior experience of the customer.
To study the customer satisfaction regarding after sales service.
To find out the employees relationship with customers.
To suggest suitable remedies if needed.
1.7 LIMITATION OF THE STUDY
A good report sets the results of the study but every project has its own
limitations, which can be generated as follows.
One of the major limitation factor was the time factor . In a limited time it was a
very difficult to study large samples. So only a small sample size was taken,
which is not adequate for such compressive and intensive study.
The study is only restricted to chennai branch only.
The different views and opinions provided by the respondents are subjected to
personal bias.
In spite of these limitations, the researcher hopes that the study would
reveal some valuable information, which might be taken into consideration both
professionally and academically.
The study has the following constraints
1. The sample sizes are restricted to 300 respondents, due to the time and financial
constraints.
2. Convenience sampling has its own limitations, being biased and unsatisfactory.
XIII
3. 300 customers sample cannot be generalized.
4. The study is conducted considering the prevailing condition which are subjected
to change in future.
5. Also less cooperation from the respondents.
CHAPTER 2
2.1 RESEARCH DESIGN :
The study is intended to analyze the customers perception towards service
quality provided by Lanson Toyota. The researcher conducted the survey to see the after
sales service satisfaction and also to see the attitude of staff towards the customers. An
attempt is also made to asses the satisfaction level of customers and their suggestions to
upgrade performance. Hence , this study design is descriptive in nature.
Research Methodology is simply the plan of action for a research which explains
in detail how data is to be collected, analyzed and interpreted.
Data becomes information only when a proper methodology is adopted. Thus we
can say Methodology is a tool which process the date to a reliable information. The
present chapter attempt to highlight the research methodology adopted in this project.
A research design is a arrangement of conditions for collection and analysis of
data in a manner that aims to combine relevance to the research purpose with economy in
procedure.
Fundamental to the success of may research project is the sound research design
A research design is purely and simply the framework and plan for the study that
guides the collection and analysis of data. It is a blue print that is followed in completing
a study
Out of the research design said above the research design took for the study was
Exploratory Research Design
XIV
Exploratory Research Design
The Exploratory Research throws light on defining a problem, in discovering new
ideas, and sights deep into the problem at hand.
2.2 DATA COLLECTION :
As this survey is to find out purely the perception of the customers, only primary data is
collected from the customers. The Researcher himself contacted the customers to collect
the required information
Data Collection Methods
There are two different methods for collection of data to conduct this exploratory study.
1. Primary Data Collection Method
2. Secondary Data Collection Method
In this study the primary data collection method have been used to collect data.
Now let us see about the primary data collection method
Primary Data Collection
Primary data are those which are collected a fresh and for the first time, and thus happen
to be original in character. In this study Primary Data collection method has helped the
researcher to a great extent in arriving at the results
METHODS OF PRIMARY DATA COLLECTION
THERE ARE THREE METHODS OF COLLECTING PRIMARY DATA
1. Survey
2. Observation
3. Experiments
Among these, the method adopted for the study was Survey Method
XV
SURVEY METHOD
Survey method is the systematic gathering of data from the respondents survey is
the most commonly used method of primary data this is widely used because of its
1. Extreme Flexibility
2. Reliability
3. Easy Understandability
The main purpose of survey is facilitate understanding or enable prediction of
some aspects of the population being surveyed
SURVEY TECHNIQUE
The technique used for conducting the survey is called Survey Technique.
The technique that has been used in this survey is the Personal Interview.
DATA COLLECTION METHOD
The instrument used to collect data for the study was the structured
questionnaire.
SAMPLING
Sampling may be defined as the selection of some part of an aggregate or
totality. On the basis of which a judgment or inference about the aggregate or totality is
made. Research conducted by considering only a few units of population is called as
Sampling. Sampling is an important and persuasive activity.
XVI
METHODS OF SAMPLING
In this study non-probability sampling has been adopted. Under the non-
probability sampling convenience sampling has been taken for the purpose of study
CONVENIENCE SAMPLING
The sampling units are chosen primarily on the basis of convenience to the
researcher is known as Convenience Sampling
SAMPLE SIZE
One can say that the sample must be an optimum size that it is should be
neither excessively large nor too small. Technically, the sample size should be large
enough to give a confidence interval of desired width and as such the size of the sample
must be chosen by logical process before sample is taken from the universe.
In order to extract much feasible results through the study. A sample size
of 300 has been taken for the study.
2.3 SAMPLING SCHEME :
Sampling design of the study consist of two steps
a) Selection of the study area.
b) Selection of the sample size
a) SELECTION OF THE STUDY AREA :
The study was full and full in house project, so the study area was
complete chennai Lanson Toyota showroom.
b) SELECTION OF THE SAMPLE SIZE:
Since the population is large, to anlayze the customer perception
towards the service quality a sample of 300 is selected. The customer was selected on
the basis of convenience sampling technique.
XVII
2.4 QUESTIONNAIRE DESIGN
The required information was collected through a well-structured
questionnaire.
The structured questionnaire of this study included the following
a) Closed ended question
b) Open ended question
a) Closed ended question;
In this type both questions and its respective answers are arranged in a
structured pattern. This includes.
i) Rating Scale
ii) Dichotomous Questions
b) Rating Scale : These type of question helps to rate the customer perception
The no of question in the study are from 1 to 15.
Dichotomous Question:
Dichotomous Question allows for only two possible answers yes and
no.
These type of question is the study are 16 & 18.
2.5 STATISTICAL TOOLS USED FOR ANALYSIS
ANALYSIS OF VARIANCE (ANOVA) (ONEWAY )
It is a statistical technique designee to test whether the means of more
than two qualitative populations are equal; H consists of classifying and
cross-statistical results and testing whether the ,means of a specified
classification differ significant.
The null hypothesis is,
Ho : 1 = 2 = .......................................... = k
H1 : 2 = 2 = .......................................... = k
XVIII
The arithmetic mean of population from which the K sample was
randomly drawn is equal to one another.
The variance ratio
Between Column Variance
F = --------------------------------------
Within Column Variance
Analysis of variance table : One-Way classification
Source of
Variance
Sum of Squares Degree of
Freedom
Variance
Between
Variable
SSC (C-1) (C-1)/SSC
Within Variable SSI (C-1)(r-1) (C-1)(r-1)/SSE
Between Variance
Calculated F = -------------------------
Within Variance
If the calculated value of F< Tabulated Value, we accept Null
Hypothesis else we reject Null Hypothesis.
Chi-Square Test
The chi-square test is one of the simplest tests and most widely used
non-parametric test in statistical tests in statistical work. The quantity of
chi-square describes the magnitude of the discrepancy between theory and
observation.
a. Goodness of fit
When the observed frequencies obtained under some experiment and
we want to test if the experimental results support a particular hypothesis
of theory.
Karl Pearson developed a test for testing the significant of
discrepancy between experimental values and the theoretical vales
obtained under some theory or hypothesis. This test is known as Chi-
Square test of goodness of fit.
XIX
n (O-E)2
X2 = ----------
I = 1 E
O = Observed frequency
E = Expected Frequency
Degree of freedom = n-1
It is used to test whether differences between observed and
expected frequency are significant.
CHAPTER - 3
3.1 DATA ANALYSIS & INTERPRETATION
TABLE 3.1.1:
CUSTOMERS PERCEPTION REGARDING THE CONVENIENCE IN
LOCATION.
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
123 41.0
AGREE
[ 4 ]
64 21.3
NEITHER AGREE NOR
DISAGREE [ 3 ]
95 31.7
DISAGREE
[ 2 ]
14 4.7
STRONGLY DISAGREE
[ 1 ]
4 1.3
AVERAGE
3.96
XX
INFERENCE :
Shows the customers opinion about the convenience of the location of the dealer.
From the above table it can be inferred that 41% of the respondent strongly agree, 21.3%
of the respondent agree,4.7 of the respondent disagree and 1.3% of the respondent
strongly disagree. The average response is 3.96 i,e.4 which means agree. Thus the
customers are satisfied with the location.
CHART 3.1.1: CUSTOMERS PERCEPTION REGARDING THE CONVINENCE IN
LOCATION.
TABLE 3.1.2:
CUSTOMERS PERCEPTION REGARDING THE FACILITIES OFFERED.
CHART 1 CHART 1
123
64
95
14
4
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXI
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
208 69.3
AGREE
[ 4 ]
79 26.3
NEITHER AGREE NOR
DISAGREE [ 3 ]
13 4.3
DISAGREE
[ 2 ]
- -
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE
4.65
CHART 2 CHART 2
208
79
13
0 0
0
200
400
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXII
INFERENCE :
Shows the customers opinion about the facilities provided like customer lounge,
tea/coffee, snacks,etc. from the above table it can be inferred that 69.3% of the
respondent strongly agree, 26.3% of the respondent agree. The average response is 4.64
i,e.5 which means agree. Thus the customers are highly satisfied with the facilities
provided by Lanson Toyota.
CHART 3.1.2 : CUSTOMERS PERCEPTION REGARDING THE FACILITIES
OFFERED.
TABLE 3.1.3:
CUSTOMERS PERCEPTION REGARDING THE APPOINTMENT.
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
157 52.3
AGREE
[ 4 ]
108 36.0
NEITHER AGREE NOR
DISAGREE [ 3 ]
35 11.7
DISAGREE
[ 2 ]
- -
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE
4.41
XXIII
INFERENCE : Shows the customers opinion about the appointment procedures. From
the above table it can be inferred that 52.3% of the respondent strongly agree, 36% of the
respondent agree. The average response is 4.41 i,e.5 which means agree. Thus the
customers are satisfied with the appointment procedures by Lanson Toyota.
CHART 3.1.3 : CUSTOMERS PERCEPTION REGARDING THE APPOINTMENT
PROCEDURES.
TABLE 3.1.4:
CUSTOMERS PERCEPTION REGARDING THE KNOWLEDGE OF THE
SERVICE ADVISORS.
CHART 3 CHART 3
157
108
35
0 0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXIV
INFERENCE : Shows the customers opinion about the knowledge of the services
advisors. From the above table it can be inferred that 52.3% of the respondent strongly
agree, 42.3% of the respondent agree. The average response is 4.47 i,e.4 which means
agree. Thus the customers are satisfied with the knowledge of service advisors in Lanson
Toyota.
CHART 3.1.4 : CUSTOMERS PERCEPTION REGARDING THE KNOWLEDGE OF
THE SERVICE ADVISORS.
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
157 52.3
AGREE
[ 4 ]
127 42.3
NEITHER AGREE NOR
DISAGREE [ 3 ]
16 5.3
DISAGREE
[ 2 ]
- -
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE
4.47
CHART 4 CHART 4
157
127
16
0 0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXV
TABLE 3.1.5:
CUSTOMERS PERCEPTION REGARDING THE OPENING OF THE JOB
CARD.
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
122 40.7
AGREE
[ 4 ]
134 44.7
NEITHER AGREE NOR
DISAGREE [ 3 ]
39 13.0
DISAGREE
[ 2 ]
5 1.7
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE
4.24
XXVI
INFERENCE : Shows the customers opinion about the opening of the job card. From
the above table it can be inferred that 40.7% of the respondent strongly agree, 44.7% of
the respondent agree and 1.7% of the respondent disagree. The average response is 4.24
i,e.4 which means agree. Thus the customers are satisfied with the opening of the job card
in Lanson Toyota.
CHART 3.1.5 : CUSTOMERS PERCEPTION REGARDING THE OPENING OF THE
JOB CARD.
TABLE 3.1.6:
RATING RESPONSE PERCENTAGE
STRONGLY AGREE
[ 5 ]
113 37.7
AGREE
[ 4 ]
159 53.0
NEITHER AGREE NOR
DISAGREE [ 3 ]
20 6.7
DISAGREE
[ 2 ]
8 2.7
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE 4.26
CHART 5 CHART 5
122
134
39
5 0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXVII
CUSTOMERS PERCEPTION REGARDING THE ROUGH AMOUNT ESTIMATION.
INFERENCE : Shows the customers opinion about the rough amount estimation. From
the above table it can be inferred that 37.7% of the respondent strongly agree, 53% of the
respondent agree and 2.7% of the respondent disagree. The average response is 4.26 i,e.4
which means agree. Thus the customers are satisfied with the rough amount estimation
Lanson Toyota.
CHART 3.1.6 : CUSTOMERS PERCEPTION REGARDING THE ROUGH AMOUNT
ESTIMATION.
TABLE 3.1.7:
CHART 6 CHART 6
113
159
20
8
0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXVIII
CUSTOMERS PERCEPTION REGARDING THE PROMISE OF DELIVERY
TIME
INFERENCE : Shows the customers opinion about the delivery time . From the above
table it can be inferred that 35% of the respondent strongly agree, 43% of the respondent
agree and 3% of the respondent disagree. The average response is 4.1 i.e, 4 which means
agree. Thus the customers are satisfied with the delivery time promise in Lanson Toyota.
CHART 3.1.7 : CUSTOMERS PERCEPTION REGARDING THE ROUGH AMOUNT
ESTIMATION.
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
105 35.0
AGREE
[ 4 ]
129 43.0
NEITHER AGREE NOR
DISAGREE [ 3 ]
57 19.0
DISAGREE
[ 2 ]
9 3.0
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE 4.1
CHART 7 CHART 7
105
129
57
9
0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXIX
TABLE 3.1.8:
CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OF THE
WORK DONE
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
113 37.7
AGREE
[ 4 ]
121 40.3
NEITHER AGREE NOR
DISAGREE [ 3 ]
55 18.3
DISAGREE
[ 2 ]
11 3.7
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE
4.12
XXX
INFERENCE : Shows the customers opinion about the explanation of the work done .
From the above table it can be inferred that 37.7% of the respondent strongly agree,
40.3% of the respondent agree and 3.7% of the respondent disagree. The average
response is 4.12 i.e, 4 which means agree. Thus the customers are satisfied with the
explanation of the work done in Lanson Toyota.
CHART 3.1.8 : CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OF
THE WORK DONE.
TABLE 3.1.9:
CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OF
WARRANTY
CHART 8 CHART 8
113
121
55
11
0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXXI
INFERENCE : Shows the customers opinion about the explanation of the work done .
From the above table it can be inferred that 19% of the respondent strongly agree, 52% of
the respondent agree and 29% of the respondent disagree. The average response is 3.9 i.e,
which means agree. Thus the customers are satisfied with the explanation of the work
done in Lanson Toyota.
CHART 3.1.9 : CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OF
WARRANTY.
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
57 19.0
AGREE
[ 4 ]
156 52.0
NEITHER AGREE NOR
DISAGREE [ 3 ]
87 29.0
DISAGREE
[ 2 ]
- -
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE 3.9
CHART 9 CHART 9
57
156
87
0 0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXXII
TABLE 3.1.10:
CUSTOMERS PERCEPTION REGARDING THE EXPLANATION OF THE
CHARGES
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
- -
AGREE
[ 4 ]
- -
NEITHER AGREE NOR
DISAGREE [ 3 ]
149 49.7
DISAGREE
[ 2 ]
148 49.3
STRONGLY DISAGREE
[ 1 ]
3 1.0
AVERAGE
2.49
XXXIII
INFERENCE : Shows the customers opinion about the charges . From the above table it
can be inferred that 1% of the respondent strongly disagree, 49.3% of the respondent
disagree. The average response is 2.49 i.e, which means disagree. Thus the customers are
dissatisfied with the charges done in Lanson Toyota.
CHART 3.1.10 : CUSTOMERS PERCEPTION REGARDING THE EXPLANATION
OF THE CHARGES.
TABLE 3.1.11:
CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF THE
SERVICE ADVISORS UNDER WARRANTY
CHART 10 CHART 10
0 0
149148
3
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXXIV
INFERENCE : Shows the customers opinion about the attitude of the service advisors
under warranty . From the above table it can be inferred that 38% of the respondent
strongly disagree, 46.7% of the respondents agree and 1.7% of the respondent disagree.
The average response is 4.21 i.e, 4 which means disagree. Thus the customers are
satisfied with the attitude of service advisors during the period of warranty in Lanson
Toyota.
CHART 3.1.11 : CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
114 38.0
AGREE
[ 4 ]
140 46.7
NEITHER AGREE NOR
DISAGREE [ 3 ]
41 13.7
DISAGREE
[ 2 ]
5 1.7
STRONGLY DISAGREE
[ 1 ]
- -
AVERAGE
4.21
CHART 11 CHART 11
114
140
41
5 0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXXV
SERVICE TABLE 3.1.12:
CUSTOMERS PERCEPTION REGARDING THE AVAILABILITY OF SPARES
INFERENCE : Shows the customers opinion about the availability of spares. From the
above table it can be inferred that 36% of the respondent strongly agree, 47% of the
respondents agree and 1.7% of the respondent disagree. The average response is 4.21 i.e,
4 which means disagree. Thus the customers are satisfied with the attitude of service
advisors during the period of warranty in Lanson Toyota.
CHART 3.1.12 : CUSTOMERS PERCEPTION REGARDING THE ATTITUDE OF
SERVICE ADVISOR
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
107 36
AGREE
[ 4 ]
143 47
NEITHER AGREE NOR
DISAGREE [ 3 ]
35 12
DISAGREE
[ 2 ]
9 3
STRONGLY DISAGREE
[ 1 ]
6 2
AVERAGE
4.12
CHART 12 CHART 12
114
140
41
5 0
0
100
200
5 4 3 2 1
SATISFACTORY LEVEL SATISFACTORY LEVEL
N
O

O
F

N
O

O
F

C
U
S
T
O
M
E
R
C
U
S
T
O
M
E
R
S S
SATI SFACTORY LEVEL
XXXVI
TABLE 3.1.13:
CUSTOMERS PERCEPTION REGARDING THE PRICE CHARGED OF THE
SPARES
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
11 4
AGREE
[ 4 ]
30 10
NEITHER AGREE NOR
DISAGREE [ 3 ]
85 28
DISAGREE
[ 2 ]
74 25
STRONGLY DISAGREE
[ 1 ]
100 33
AVERAGE
2.26
XXXVII
INFERENCE : Shows the customers opinion about the price charged of the spares.
From the above table it can be inferred that 4% of the respondent strongly agree, 10% of
the respondents agree and 25% of the respondent disagree and 33% of respondents
strongly disagree. The average response is 2.26 i.e, 2 which means disagree. Thus the
customers are dissatisfied with the price spares in Lanson Toyota.
CHART 3.1.13 : CUSTOMERS PERCEPTION REGARDING THE PRICE CHARGED
OF THE SPARES.
TABLE 3.1.14:
CUSTOMERS PERCEPTION REGARDING THE REPAIR WORK DONE AT
THE FIRST TIME ITSELF
CHART 13 CHART 13
11
30
85
74
100
5 4 3 2 1
XXXVIII
INFERENCE : Shows the customers opinion about the repair work done at the first
time itself. From the above table it can be inferred that 31% of the respondent strongly
agree, 31% of the respondents agree, 18% of the respondent disagree and 6% of
respondents strongly disagree. The average response is 3.63 i.e, which means some what
agree. Thus the customers satisfied with the repair work done at the first time itself in
Lanson Toyota.
CHART 3.1.14 : CUSTOMERS PERCEPTION REGARDING THE PRICE CHARGED
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ]
92 31
AGREE
[ 4 ]
94 31
NEITHER AGREE NOR
DISAGREE [ 3 ]
43 14
DISAGREE
[ 2 ]
53 18
STRONGLY DISAGREE
[ 1 ]
18 06
AVERAGE
3.63
CHART 14 CHART 14
92
94
43
53
18
5 4 3 2 1
XXXIX
OF THE SPARES. TABLE 3.1.15 :
CUSTOMERS PERCEPTION REGARDING AFTER SERVICE CONTACT
INFERENCE : Shows the customers perception regarding after service contact. From
the above table it can be inferred that 39% of the respondent strongly agree, 26% of the
respondents agree, 11% of the respondent disagree and 14% of respondents strongly
disagree. The average response is 3.64 i.e, which means some what agree. Thus the
customers are somewhat satisfied with the after service contact in Lanson Toyota.
CHART 3.1.15 : CUSTOMERS PERCEPTION REGARDING AFTER SERVICE
CONTACT.
RATING
RESPONSE
PERCENTA
GE
STRONGLY AGREE
[ 5 ] 118
39
AGREE
[ 4 ]
77 26
NEITHER AGREE NOR
DISAGREE [ 3 ]
29 10
DISAGREE
[ 2 ]
33 11
STRONGLY DISAGREE
[ 1 ]
43 14
AVERAGE
3.64
118
77
29
33
43
5 4 3 2 1
CHART 15
XL
TABLE 3.1.16
CUSTOMERS WILLINGNESS TO RECOMMEND THE DEALER
INFERENCE : Shows that 84% of the customers are willing to
recommend
and 16% of them are saying no.
CHART 3.1.16 : Customers willingness to recommend the dealer
RESPONSE
NO OF
CUSTOMERS PERCENT
AGE
NO 47 16
YES 253 84
XLI
0
10
20
30
40
50
60
70
80
90
NO OF
CUSTOMERS
NO
YES
3-D Column 3
TABLE 3.1.17
CUSTOMERS PRESTIGIOUS TOWARDS THE DEALER
RESPONSE
NO OF
CUSTOMERS PERCENT
AGE
NO 9 3
YES 291 97
XLII
INFERENCE : Shows that 97% of the customers are prestigious to be
Lanson Customer and 3% of them are saying no.
CHART 3.1.17 : Customers prestigious towards the dealer.
0
50
100
150
200
250
300
NO OF
CUSTOMERS
NO
YES
3.2 STATISTICAL ANALYSIS
CHI-SQUARE ANALYSIS
Ho There is no significant relationship between service level of the dealer and
satisfaction level of the customer.
H1 There is significant relationship between service levels of the dealer and satisfaction
level of the customer.
XLIII
TOTAL
421 629
1050
EXPE
COMPARATIVE AANALYSIS BETWEEN SERVICE LEVEL OF
THE DEALER AND SATISFACTION LEVEL OF CUSTOMERS
FREQUENCY
150 * 421 150 * 629
= 60.14 = 89.85
1050 1050
FACTORS
YES NO TOTAL
A] REGARDING THE CONVINENCE IN
LOCATION
30
120
150
B] REGARDING THE FACILITIES
OFFERED
100
50
150
C] REGARDING THE APPOINTMENT
PROCEDURES
25
125
150
D] RGARDING THE KNOWLEDGE OF
SERVICE ADVISOR
40
110
150
E] REGARDING THE KNOWLEDGE OF
JOB CARD
18
132
150
F] REGARDING THE ROUGH AMOUNT
ESTIMATION 128
22 150
G] REGARDING THE PROMISE OF
DELIVERY TIME 90
70 150
XLIV
OBESERVE
D
FREQUENC
Y
[ O ]
EXPECTED
FREQUENC
Y
[ E ]
[O-E] [O-
E]2
[O-E]2 / E
30 60.14 -
30.14 908.4
15.1
120 89.85
30.15 909.0
10.1
100 60.14
39.86 1588.8
26.4
50 89.85 -
39.85 1588.0
17.6
25 60.14
35.14 1234.8
20.5
125 89.85
35.15 1235.5
13.7
40 60.14
20.14 405.6
6.7
110 89.85
20.15 406.0
4.5
18 60.14 -
42.14 1775.7
29.5
132 89.85
42.15 1776.6
19.7
128 60.14
67.86 4604.9
76.5
22 89.85 -
67.86 4603.6
51.2
80 60.14 394.4 6.5
XLV
19.86
70 89.85 -
19.85
394.0 4.3
TOTAL
302.3
INTERPRETATION :
A calculated Chi-Square value is 302.3. The tabulated value with degree of
freedom at .05 level of significance is 12.59. Since the calculated value is ( 302.3 ) is
greater than the tabulated value ( 12.59 )So we reject the null hypothesis. There is
significant relationship between service level of the dealer and satisfaction level of
customer.
ANOVA [ ANALYSIS OF VARIANCE ]
H0 : There is no significant relationship between customer satisfaction and service
offerings.
H1 : There is significant relationship between customer satisfaction and service
Offerings.
XLVI
SATISFACTION LEVEL :
STRONGLY
AGREE
AGREE DISAGREE
PRICE 91 4 55
PRODUCT
QUALITY
113 0 37
BRAND POWER 75 4 71
AFTER SALES
SERVICE
21 118 11
RECURRING
MAINTANENCE
COST
82 2 66
XLVII
X1 [X1]2 [X2] [X2]2 [X3] [X3]2
91 8281 4 16 55 3025
113 1276.9 0 0 37 1369
75 562 4 16 71 5041
21 441 118 13924 11 121
82 6724 2 4 66 4356
382 33840 128 13960 240 13912
XLVIII
CALCULATIONS :
STEP 1 :
Total sum of all items
= X1 + X2 + X3
= 382 + 128 + 240
= 750
T = 750
Correction Factor = T2 (750)2
= = 37500
N 3
STEP :2
Total Sum of Squares :
= (X1 2 + X2 2 + X3 2 ) - C.F
= ( 33840 + 13960 + 13912 ) 37500
= 24212
STEP : 3
Sum of Squares
= [ X1 2 + X2 2 + X3 2 ]
- C.F
5 5 5
= [ (382)2 + (128)2 + (240)2 ]
- 37500
5 5 5
= ( 29184.8 + 3276.8 + 11500 ) - 37500
= 6481.6
XLIX
STEP 4 :
Sum of the squares = ( Total Number of Squares ) - ( Sum of squares between
samples)
= 24212 6481.6
= 17730.4
STEP 5 :
SOURCE OF
VARIANCE
SUM OF
SQUARES
DEGREE OF
FREEDOM
VARIANCE
Between samples 6481.6 93-1) = 2
6481.6
= 3240.8
2
Within Samples 17730.4 ( 15-3 ) = 12
17730.4
= 1477.5
12
L
From the above table :
F : Variance between samples
Variance within samples
= 3240.8
1477.5
= 2.19
Calculated F = 2.19
Tabulated F, V1 = 2 V2 = 12
Tabulated F = 3.89
Since calculated frequency is less than tabulated frequency is less than tabulated
frequency we accept H0.
INFERENCE :
There is significant relationship between customer satisfaction and service
offerings.
LI
3.3 FINDINGS
The customers are satisfied with the location, as the study shows
that 41% of the respondent strongly agree, 21.3% of the respondent
agree, 4.7% of the respondent disagree and 1.3% of the respondent
strongly disagree. The average response is 3.96 i.e., 4 which means
agree.
The customers are highly satisfied with the facilities provided, as
the study shows that 69.3% of the respondent strongly agree and
26.3% of the respondent agree . The average response is 4.64 i.e., 5
which means strongly agree.
The customers are satisfied with the appointment procedure, as the
study shows that 52.3% of the respondent strongly agree and 36%
of the respondent agree. The average response is 4,41 i.e., 4 which
means agree.
The customers are satisfied with the knowledge level of the service
advisory, as the study shows that 52.3% of the respondent strongly
agree and 42.3%of the respondent agree. The average response is
4.47 i.e., 4 which means agree.
The customers are satisfied with the opening of job card by the
service advisory, as the study shows that 40.7% of the respondent
strongly agree, 44.7% of the respondent agree and 1.7% of the
respondent disagree. The average response is 4,24 i.e., 4 which
means agree.
The customers are satisfied with the estimation of the amount
charged for the service, as the study shows that 37.7% of the
respondent strongly agree, 53% of the respondent agree. The
average response is 4.26 i.e., 4 which means agree.
The customers are satisfied with the delivery of the vehicle , as the
study shows that 35% of the respondent strongly agree, 43% of the
respondent agree and 3% of the respondent disagree. The average
response is 4.1 i.e., 4 which means agree.
The customers are satisfied with the explanation of the work done
in the service, as the study agree, 40.35 of the respondent agree and
3.7% of the respondent disagree. The average response is 4,12 i.e.,
4 which means agree.
The customers are some what satisfied with the explanation of the
charges, as the study shows that 19% of the respondent strongly
agree, 52% of the respondent agree and 29% of the respondent
disagree , The average response is 3.9, which means some what
agree.
LII
The customers are not satisfied with the charges charged on the
service, as the study shows that 1% of the respondent strongly
disagree and 49.3% of the respondent disagree. The average
response is 2.49 i.e., 2 which means agree.
The customers are satisfied with the attitude under the warranty, as
the study shows that 38% of the respondent strongly agree, 46,7%
of respondents agree and 1.7 of the respondent disagree. The
average response is 4.21 i.e., 4 which means agree.
The customers are satisfied with the availablity of the spares parts,
as the study shows that 36% of the respondent disagree and 2% of
the respondents strongly disagree. The average response is 4.12 i.e.,
4 which means agree.
The customers are dissatisfied with the spare parts, as the study
shows that 4% of the respondent strongly agree, 10% respondents
agree, 25% of the respondent disagree and 33% of respondents
strongly disagree. The average response is 2.26 i.e., 2 which means
disagree.
The customers are some what satisfied with work done are the first
time, as the study shows that 31% of the respondent strongly agree,
31% respondents agree, 18% of the respondent disagree and 6% of
the respondents strongly disagree. The average response is 3.63,
which means some what agree.
The customers are some what satisfied with after service contact, as
the study shows that 39% of the respondent strongly agree, 26%
respondent agree, 11% of the respondent disagree and 14% of
respondents strongly disagree. The average response is 3.64 which
means some what agree.
The customers are willing to recommend Lanson Toyota for the
friends and relatives.
The customers consider themselves prestigious towards Lanson.
LIII
3.4 SUGGESTIONS AND RECOMMENDATION
From the oral observation the researcher has come out with the
following recommendation:
Convenient place
From the study it is know that there are many customer of TN-04
registration. They feel they require a service center in there near by
location.
Facilities
Facilities provided is good but the differentiation between owner
lounge and driver lounge is not required. Papers are not available in owner
lounge. Include any one to two weekly magazines in the lounge. Provide
some tea or coffee to the customers who come in at the snacks time.
Appointment
Since most of the customers who book appointment are
drivers,
They feel the lines are busy or takes time, which their telephone
bill for
Them so it can be automated to make the appointment procedure
easy. New updated telephone number are not changed in
directory.
Delivery
Request is that bill amount should be produced to customers
only after the vehicle is come out of yard.
Explanation of the bill amount
Through the observation it was the clear that the service advisory
were not up to mark with their explanation of the bill amount. The
reason was that there were not able to know the exact repair or the
exact amount for the repair.
LIV
Work done correctly first time itself
Through the study it was clear that most of the customer had
problem, no customer was satisfied., the reason was that no careful
listening of the repair said or careless while the work done .
Contact after service
The rule says that after 72 hours of the service the customer has to
be contacted and he is enquired about the service, but the rate of
contacting is very low.
Gift
The gift given to customer are not being differentiated for the each
and every service. The customer not aware when the gift are
actually given, so the request is to paste the gift details is the
customer lounge.
LV
3.5 CONCLUSION
Though there is a great potential, but the company has to plan and form
new strategies to suit the market conditions. Competition is stiff,
customers have become more aware of quality because of education. They
have become more rational. They taken in many factors to see the service
quality like care, response, price, first time finishing work etc.The
company has received a favorable response from the Research but there is
certain area to be improved.An effective strategy if adopted from the above
findings will help the company to achieve its goals.
3.6 BIBLIOGRAPHY
BOOKS
AUTHOR TITLE
1] David.A.Aaker,V.Kumar and
George S.Day
Marketing Research John Wiley and
sons, Inc., 6
th
Edition 1999, New
Delhi.
2] Donald R.Copper & Pamel S.
Schindler
Business Research Methods
Tata McGraw-hill Edition 1999,
Second reprinted 2000, New Delhi.
3] Guptha.S.P Statistical Methods, Sultan Chand &
Sons Publishers, 26
th
Edition 1991,
New Delhi.
4] Kothari.C.R Research Methodology ( Methods
and Techniques), Wishwa
Prakashan Publications, Second
Edition 2000, New Delhi.
5] Philip Kotler Marketing Management, Prentice
hall of India Pvt Ltd, 2
nd
Edition
1976, New Delhi.
6] Leon G.Shiffman and Leaslie
Lazar
Consumer Behaviour, Prentice Hall
IndiaPvt. Ltd Kanuk 5
th
Edition
1995, New Delhi.
7] Dr.Sharma.D.D Marketing Research, Princilples,
Applications and Cases Sultan
Chand & Sons, First Reprint Edition
1999, New Delhi.
8] Vittal.P.R Business Mathematics and
Statistics, Margam Publications,
Fourth Edition 1997, Chennai.
MAGAZINES
Hormazd Sorabee 1] Auto Car
Dilip Chabria 2] OverDrive
LVI
WEB SITES :
1] WWW.toyotabarath.com
2] WWW.lansontoyota.com
3] WWW.toyota.com
4] WWW.google.com
3.7 APPENDIX
QUESTIONNAIRE
1) How about the opinion regarding the facility location of the Show-Room and
Service center?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
2) How do you satisfied for the facilities offered ?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
3) How do you satisfied with service appointment procedures?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
4) How do you satisfied with the knowledge of the service advisors ?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
5) How do you satisfied with the open of job card?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
6) How do you satisfied with the explanation of rough estimation?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
7) How do you satisfied with the promise of delivery time
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
LVII
8) How do you satisfied with the work done in service center
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
9) How do you satisfied with the explanation of warranty by service advisors?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
10) How do you satisfied with the explanation charges done for the service
work?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
11) How do you satisfied regarding the attitude of service advisor under warranty?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
12) How do you satisfied regarding the availability of spares?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
13)How do you satisfied regarding the price charged for the spare parts and
accessories?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
14) How do you satisfied regarding the repair work done in service center?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
15) How do you satisfied regarding after service contact?
A) Strongly Agree B) Agree C)Neither Agree nor Disagree
D) Disagree C) Strongly Disagree.
16)Will you recommend the dealer to your friends and relatives?
A) Yes B) No
17) It is prestigious to be a customer of Lanson Toyota?
A) Yes B) No