A Summer Internship Project Report

On

“A STUDY ON CUSTOMER SATISFACTION

WITH REFERENCE TO
SHAW TOYOTA”

Shaw Toyota, Pune

By,

Nilesh Shivaji Golande

MBA (Marketing c)
Batch - 2021-23

Under the guidance of

Prof. Amol Khandagle

Submitted to

In partial fulfillment of the requirement for the

award of Degree of Master in Business
Administration (MBA)

Submitted Through
Sinhgad Institute Of Management ,pune
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CERTIFICATE

2
 DECLARATION

I,Nilesh Golande,a student at the Sinhgad Institute of Management in Pune, hereby declare
that this project is the record of authentic work carried out by me during the academic year
2021-23. This project is plagiarism free and has not been submitted to any other University
or Institute towards the award of any degree.

Nilesh Shivaji Golande

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 ACKNOWLEDGEMENT

A project report seems to be an individual effort is in fact teamwork. An opportunity to shake

hands with the real world of business presented itself during the summer training programme
at Shaw Toyota in Pune.

I owe a debt of gratitude to everyone who assisted me in learning about and gaining insight
into various facets of outlining the process flowchart of a marketing firm. There are now too
many sources of knowledge, making a comprehensive list of all of them would be
encyclopaedic.
Without the assistance of Miss. Sneha Sarwade (CR manager) Shaw Toyota And Mr. Abhishek
Shelar (Marketing department) Shaw Toyota this summer internship would not have been
possible. I would like to express my sincere gratitude to him.
Without the assistance of all the staff members and managers at Shaw Toyota, this project
would not be in good shape, and I am grateful to them all for sharing their expertise.
My sincere gratitude goes out to Mr. Nilesh Mule Team Leaders of Sales department, for
encouraging and supporting me in navigating the various company departments and making
me feel at ease.
Thank you to Prof. Amol Khandagle, Project Guide, Faculty Sinhgad Institute Of management,
Pune, who gave constructive criticism and suggestions on my project report.
Finally, I would like to applaud my school, Sinhgad Institute Of management Pune, for allowing
me to have a wonderful internship experience.

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 TABLE OF CONTENTS

SL.NO. COMPONENT PAGE NO.

1. EXECUTIVE SUMMARY 6

2. INTRODUCTION 8

3. INDUSTRY PROFILE 19

4. COMPANY PROFILE 24

5. OBJECTIVE OF STUDY 40

6. ANALYSIS AND 45
INTREPRETATION

7. FINDING 56

8. SUGGETIONS 58

9. CONCLUSION 60

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1. EXECUTIVE SUMMARY

6
 EXECUTIVE SUMMARY

I have made this project as an essential part of my Summer Internship Program of MBA. The
Tittle of my project IS “A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO
SHAW TOYOTA”

In the due course, I got a good exposure of working as a Marketing Intern in a Automotive
Industry covered many aspects and portrayed a different angle in the respective domain. It
provides me with the opportunities of working with the Business Head of Sales Team Leader.

As well as I played a major roll in the Digital Marketing department as a videographer. The
videos created by me helped the digital marketing team a lot. They were shared on all types
of social media platforms and gained over 50,000 combined views.

Working with Shaw Toyota was great experience for me since I got a chance to discover the
new idea about how to promote the advertise about the new product before the launch and
I got to know in-depth about the company and also how actually the products are different
from their competitors which is going to be introduced in the market and it’s positioning in
the market, it’s procedure and efforts in the current market. I was keen interested in working
in the company and was also interested in knowing how that in which way we attract more
customers to buy the products in today’s market.

I have worked under the Marketing and Sales Department for past twomonths. During this
period, I had been assigned to work as a sales person to collect the daily data through
calling, doing events and surveys, doing promotional activities and advertisement through
various channels i.e., Above the line (ATL), Below the Line (BTL) and Through the Line (TTL)
Marketing tools. This internship was easily one of the valuable experiences in my college
career.

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2. INTRODUCTION

8
 INTRODUCTION

INTRODUCTION TO MARKETING
Definition of Marketing The term marketing has changed and evolved over a period of time,
today marketing is based around providing continual benefits to the customer, these
benefits will be provided and a transactional exchange will take place.
The Chartered Institute of Marketing define marketing as 'The management process
responsible for identifying, anticipating and satisfying customer requirements profitably' If
we look at this definition in more detail Marketing is a management responsibility and
should not be solely left to Marketing junior members of staff.requires co-ordination,
planning, implementation of campaigns and a competent manager(s) with the appropriate
skills to ensure success.
Marketing objectives, goals and targets have to be monitored and met, competitor
strategies analyzed, anticipated and exceeded. Through effective use of market and
marketing research an organization should be able to identify the needs and wants of the
customer and try to delivers benefits that will enhance or add to the customers lifestyle,
while at the same time ensuring that the satisfaction of these needs results in a healthy
turnover for the organization.
Philip Kotler defines marketing as 'satisfying needs and wants through an exchange
process'

Within this exchange transaction customers will only exchange what they value (money) if
they feel that their needs are being fully satisfied; clearly the greater the benefit provided
the higher transactional value an organization can charge.

MARKET
The concept of exchange leads to the concept of a market. A market is the set of actual and
potential buyers of a product. These buyers share a particular need or want that can be
satisfied through exchange. Thus, the size of a market depends on the number of people
who exhibit the need, have resources to engage in exchange, and are willing to offer these
resources in exchange for what they want. Originally the term market stood for the place
where buyers and sellers gathered to exchange their goods, such as village squares.
Economics use the term market to refer to a collection of buyers and sellers who transport
in a particular product class, as in the housing market or the grain market

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MARKETING

Exchange processes involve work. Sellers must search for buyers, identify their needs,
design good products and services, set prices for them promote them, and store and deliver
them. Activities such as product development, research, communication, distribution,
pricing, and service are core marketing activities. Although we normally think of marketing
as being carried on by sellers, buyers also carry on marketing activities. Consumers do
‘marketing’ when they search for the goods they need a prices they can offered. Company
purchasing agents do.

DEFINITION OF MARKETING

PHILIP KOTLER gives a very simple definition According to him. ‘Marketing is

human activity deserted at satisfied needs and wants through exchange processes’.
The definition lays stress on satisfaction. The word exchange implies the selling
aspects. But, more important point is that the goal of exchange is to satisfy the needs and
wants of the consumers. There are needs such as food clothing. Similarly, there are wants
such as the desire to make a show of one’s riches. The producers promote different
producers to the consumer to satisfy their needs and wants.

MARKETING MANAGEMENT
We define Marketing Management as the analysis, planning, implementation, and control of
programs designed to create, build, and maintain beneficial exchanges with target buyers
for the purpose of achieving organization objectives, Thus, marketing management involves
managing, demand, which in turn involves managing customer relationship

MARKETING MIX
The set of controllable tactical marketing tools-product, price, place, and promotion-that
the firm blends to produce the response it wants in the target market.

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 Once the company has decided on its overall competitive marketing strategy, it is ready
to begin planning the details of the marketing mix. The marketing is one of the major
concepts in modern marketing. We define marketing as the set of controllable tactical
marketing tools that the firm blends to produce the response it wants in the target market.
The marketing mix consists of everything the firm can do it influence the demand for its
product. The many possibilities can be controlled into four groups of variables known as the
‘‘four p s’’: product, price, place, promotion.
Product means the “goods-and-service” combination the company offers to the target
market. The product is the first element of the marketing mix. A product is anything that can
be offered to a market for attention, acquisition, use or consumption that might satisfy a
want or need. Products include physical goods, services, person, places, organization and
ideas. Marketing oriented firms are able to modify their products to bring about the
greatest benefit. Designs, packaging, convenience and warranty are all components of the
complete product. The marketer may create or modify each of these product characteristics
to assure the greatest degree of satisfaction.

Price is the amount of money customers have to pay to obtain the product. Another
element of the marketing mix is price, or the perceived value of the product. Product price
must be affordable for the targeted customer, yet affordability varies from buyer to buyer.
An important correspondent of a complete pricing program is the company’s policies
regarding payment of offering credit. Price is the only element of the marketing mix that
produces revenue that other elements produce costs. Price is also one of the most flexible
elements quickly unlike product features. At the same time pricing and pure competition
are the number one problems facing many marketing executives? Companies handle pricing
and variety of ways. It is by a separate dimension or may even be safety marketing or sales
people.

Place includes company activities that make the product available to target customers. It is
where and when satisfaction that consumers and users requires. It makes little difference
how attractive or functional the product might be if it is not available when needed. The
company must identify, recruit and like various middlemen and marketing facilitators so
that its products and services are efficiently supplied to the target market. It must
understand the various types of retailers, wholesalers and physical distribution firms and
how they make their decisions.
Promotion means activities that communicate the merits of the product and persuade
target customers to buy it. Promotion, the fourth marketing mix tool, stands for the various
activities the company undertake to communicate and promote its products to the target
market. The glamour and sheer volume of advertising make promotion mare evident than
the other elements. Promotion is the vehicle marketers use to inform, remind or persuade
potential buyers.

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This element of the marketing mix can be powerful and influenced force in determining
consumer preferences.
An effective marketing program blends all of the marketing mix elements into a coordinate
program designed to achieve the company’s marketing objectives by delivering value to
consumers. The marketing mix constitutes the company’s tactical tool to kit for establishing
the four Ps represent the seller’s view of the marketing tools available for influencing
buyers. From a consumer view point, each marketing tool is designed to deliver a customer
benefit. One marketing expert suggests that companies should view the four Ps in terms of
the customer’s four C’s:
1. Customer needs and wants.
2. Cost to the customer.
3. Convenience.
4. Communication.

CUSTOMER SATISFACTION
“Customer Satisfaction business term of how the products and the services supplied by the
company meet or surpass the customer expectation. It is the key performance indicator
within the business.” By, Berlin Asong

All business firms have realized that marketing is a core element of management philosophy
and the key to its success lies in focusing more on the customer. That is, it will be the
customer who will decide where the firm is heading. Thus the challenge before the
marketer is to ensure that they satisfy every customer. Adam Smith in his, the wealth of
nations, has said “consumption is the sole end and purpose of all production and the
interests of the product ought to be attended to only so far as it may be necessary for
promoting those of the consumer”.

This quotation only reiterates that the purpose of production is consumption and one’s
own purpose will be served only if the consumer’s interests are attended to. Here then
arises a very vital question. How can a marketer ensure that his or her firm is able to
respond to their customer’s requirement quickly? The answer to this question lies in the
quality of service it is offering to its customers. This again will depend upon the customer
expectations from the product or service. No doubt the quality of the product or service will
decide whether it matches the consumer expectations or not, but the firm and market must
make all efforts to ensure that consumer satisfaction is achieved.

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CUSTOMERISATION
Today consumer’s is looking out for money. The challenge before the marketing is to
identify what value would appeal and convince the consumer. Marketers are trying to
enhance the concept of value through unique delivery methods. They have realized that
product service characteristics, customer’s aspiration and perceptions and the availability of
competing alternatives can be used to enhance customer value.

But the focus and challenge before every firm is to rebuild itself around its customer. It
should be able to perceive, interpret, serve and satisfy the customer with the type of
products and services he or she desires and arm itself so as to gain a competitive edge of
CUSTOMERISATION.

CUSTOMERISATION
It refers to the process where in all the employees of the firm are required to interact
directly with the customer and end user. They can have access to every person and function
within the organization, be involved in designing and fine tuning key products and
processes, and turn every interaction with the customer into a plat form of interactive
communication-so as to add value and increase customer satisfaction.

CUSTOMERISATION will help a firm in :

 Providing the quality of service to match the customer requirement

 Help to focus on consumers needs so as to add value and offer benefits to the
customer.
 To identify new customers, new market segments and new application for existing
products.
 Work towards total customer satisfaction and maximum customer delight.
Today, a very powerful driver of any business is very similar to MURPHY’S first law
of business. “Every consumer has a choice”. I n India also the ranges of choices has gone
much beyond only competing players in the same service category to new competitive
services from different categories so as to satisfy the same need.
Of course, ‘changing consumer behavior by educating him’ may be a part of every
service provider’s plan to differentiate in the competitive environment. But unless the
customer is conceived about the benefits it will be a losing game. The customer spends
more time deciding what is good for him.

The Indian customer can no longer be taken for granted. He or She will no longer be
contented with average service. He is aware that he is being charged for every little odd job
and thus expects to quality treatment. Thus if he or she feels their well being is not being
taken care of, he may look out for other options.

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 Since the nature of customer needs is different, the service markets
exhibit certain unique characteristics.

 The nature of the product exhibits varying degrees of intangibility because unlike a
product, services can be considered to be a deed, a performance or an effort.
 The service may become perishable if remained unsold for a long time because
unlike product it cannot be stored for later consumption.
 Here the production and consumption go hand in hand and are often inseparable.
 The firm or organization which provides the services retains ownership and the
consumer only has temporary access to it for instance, taking credit from CITI bank
or say renting a car from a “Car Rental Agency”.

Going by the conventional wisdom in the face of changes in the technology and
capital movement, increasing competition, every brand will represent a product or service.
Thus the only way a firm can differentiate its products or service is by offering added values
of an emotional or symbolic nature.

PHILIP KOTLER has given the definition of services.

“Services can be defined as any activity or benefit that one party can offer to another to
another that is essentially intangible and does not result in the ownership of anything. Its
production may or may not be tied to a physical product”.
Marketing Management is the process in which we find Planning, Organizing, Controlling,
Directing and evaluating the efforts of the general masses with a common goal of satisfying
the consumer and maximizing the profits.
In a very precise form, the term marketing management is a process that penetrates the
production function for the personal or mutual gain satisfaction and welfare.

Main viewpoints of marketing management hint the following:

 Analysis, Planning, Implementation and Control of programmers

 Mutual or Personal gain
 Achieving effective response

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MARKETING CONCEPT
Marketing is everywhere. Formally or informally, people and organizations engage in a vast
number of activities that could be called Marketing. Good Marketing has become an
increasingly vital ingredient for business success. And Marketing profoundly affects our day-
to-day lives. It is embedded in everything we do – from the Products we wear, to the web
sites we click on, to the ads we see.

Marketing can be defined as a total system of interacting business activities designed to

plan, price, promote and distribute want satisfying products and services to present the
potential consumers.
There are 5 concepts which the organization use to conduct their marketing activities:
 The Production concept

 The Product concept

 The Selling concept.

 The Marketing concept

 The Social concept

Most Organizations make use of any or more of the first three concepts. The market is the
starting point for marketing concepts which focuses on customer needs, Co-ordinates all the
activities that will affect customer and produce profits through customer satisfaction.
It is now widely recognized that Marketing needs to command a central position in the
company’s activities.

PRODUCTS
A product helps in satisfying human needs and wants. A product can be defined as ‘anything
that can be offered to satisfy a need or a want’. A product comprises of physical objects.
Thus physical products are vehicles that deliver services from producer to consumer-
American Marketing Association.

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VALUE COST AND SATISFACTION

When a consumer wants to buy a product for satisfying his needs he assesses various
products and forms an estimate of the capacity of each product to satisfy his set of needs.
The guiding concept is consumer value. Therefore value is the consumer’s estimate of the
products over all capacity to satisfy his needs.
Cost is an important factor, which comes into picture when the consumer has made his
product depending upon which product satisfies his needs most. After choosing the ideal
product he has to determine whether the satisfaction he derives from the product is worth
the cost he pays.
The following definition is in this view :
“Marketing is the total system of interacting business activities designed to plan, price,
promote and distribute want satisfying products and services to present potential
customer”. William J Stanton.

MARKETS
A market consists of the entire potential customer sharing a particular need or want, who
might be willing to engage in exchange to satisfy the need or want. Thus the size of the
markets depends upon the number of persons who exhibit the need, have resources that
interest others, and are willing to offer these resources in exchange for what they want.

Originally the term market stood for the place where buyers and sellers gathered to
exchange their goods, such as village square.
The various types of markets are as follows: -
 Need markets (such as the diet seeking market)
 Products market (such as shoe market)
 Demographic market (such as youth market)
 Geographic market (such as French market) the other non-consumer markets is
voters market, labor markets and donor markets.

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MARKET SEGMENTATION

The task of breaking the total market into segments that share common properties is
market segmentation. It is the process of identifying a group of consumers with similar
needs and producing a product that will meet those needs at a profit.
Market segmentation will facilitate the firm to identify and find out the additional benefit
desired by the people to pay benefits and source where they would like to buy it.

PREFACE
Marketing is the business function that identifies unfulfilled needs and wants, defines and
measures their magnitude, determines which target on appropriate products, service and
programs to serve these markets and calls everyone in the organization to think and serve
the customer. From a societal point of view marketing is the force that harness a nations
industrial capacity to meet the society’s national wants.
Marketing must not be seen narrowly as the task of finding clever ways to sell the
company’s product. Many people confuse marketing with some of its sub-functions such as
advertising and selling. Authentic marketing is not the art of selling what you make but
know what to make.
This is the art of identifying and understanding customer needs and creating solutions that
deliver satisfaction to the customers, profits to the producers, and benefits to the
shareholders. Marketing leadership is gained by creating customer satisfaction through
product innovation. Product quality and customer service. If these are absent no amount of
advertising, sales promotion or salesmanship can compensate it.
Marketing oriented thinking is a necessity in today’s competition. In many places there are
too many goods chasing too few customers. There are global gluts of many products. Some
companies are trying to expand the size of the market, but most are competing top enlarge
their share of the market. As a result, there are winners and losers, the losers are those who
bring nothing special to the market. We believe that if you cannot something special to the
market, you do not belong in it.
The winners are those who carefully analyze the needs, identify needs and create value
filled offers for target customer groups that competition cannot match and always satisfying
customers upon their needs.

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CUSTOMER SATISFACTION

MARKETING AND CUSTOMER VALUE

Marketing involves satisfying customer’s needs and wants. The task of any business is to
deliver customer value at a profit. In a hyper competitive economy with increasingly rational
buyers faced with abundant choices, a company can win only by fine-tuning the value
delivery process and choosing, providing, and communicating superior value.

TOTAL CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offer’s performance in
relation to the buyer’s expectations. In general, satisfaction is a person’s feelings of pleasure
or disappointed resulting from comparing a product perceived performance (or outcome) in
relation to his or her expectations. If the performance falls short of expectations, the
customer is dissatisfied. If the performance matches the expectations, the customer is
satisfied. If the performance exceeds expectations, the customer is highly satisfied or
delighted.

CONSUMER BEHAVIOUR
The aim of marketing is to meet and satisfy target customer’s needs and wants better than
competitors. Consumer Behavior is the study of how individuals, groups, and organizations
select, buy, use, and dispose of goods, services, ideas, or experiences to satisfy their needs
and wants. Studying consumers provides clues for improving or introducing products or
services, setting prices, devising channels, crafting messages, and developing other
marketing activities. Marketers are always looking for emerging trends that suggest new
marketing opportunities.

CUSTOMER EXPECTIONS
Customers form service expectations from many sources, such as past experiences, word of
mouth, and advertising. In general, customers compare the perceived service with the
expected

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3. INDUSTRY PROFILE

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 INDUSTRY PROFILE
SHAW TOYOTA

TOYOTA FOUNDER KIICHIRO TOYODA

AUTOMOBILES
Automobiles or Car – Wheeled passengers vehicles that carries its own motor. Most
definitions of the term specify that automobiles are designed to run primarily on roads, to
have seating for one to six people, typically have four wheels and be constructed principally
for the transport of people rather than goods. As of 2002 there were 590 million passenger
cars worldwide (roughly one car for every eleven people), of which 140 million were in the
U.S. (roughly one car for every two people).

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Types of Automobiles: -
The basic automobile is privately owned for transporting the owner and his or her
passengers. Other types of cars include

 Alternative fuel vehicle

 Armored car
 Police car
 Solar vehicle
 Battery vehicle (electric car)
 Taxicab

By car body style:

Car body style and classification
i. Minivan
ii. Antique car
iii. Compact SUV
iv. SUV
v. Sedden
vi. Hatchback
vii. Sport Utility vehicle
viii. Truck
ix. Hybrid car
x. EV

History of Automobiles:
The early history of automobiles can be divided into a number of eras, based on the
prevalent means of propulsion. Later periods were defined by trends in exterior styling, size
and utility preferences.
In 1768, the first steam powered automobile capable of human transportation was built by
Nicolas-Joseph Cugnot.
In 1807, Francois Issac de Rivaz designed the first car powered by an internal combustion
engine fueled by hydrogen.

In 1886 the first petrol or gasoline powered automobile the Benz Patent-Motorwagen was
invented by Karl Benz. This is also considered to be first “production” vehicle as Benz made
several identical copies.

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Toyota mission and vision
The Toyota motor sales, Inc. Mission and Vision Statements are as follows:

Mission Statement: “To attract and attain customers with high-valued products and services
and the most satifying ownership experience in India.”
Vission Statement: “To be the most successful and respected car company in India.”

Specialized Vehicles:

 Amphibious vehicle
 Driverless car
 Flying car
 Gyrocar

By propulsion System:
1. Propulsion technologies
2. Internal combustion engine
3. Electric vehicle
4. Battery electric vehicle
5. Neighborhood electric vehicle
6. Hybrid vehicle
7. Plug-in hybrid
8. Plug-in electric vehicle

Automobile Lists:

 List of auto parts

 List of automobiles by sales
 List of countries by automobile production
 List of car brands

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 Rising from the ashes of industrial upheaval in post-war Japan, Toyota has become
the largest vehicle manufacturer in Japan with over 40% market share. Toyota began to
make inroads into foreign markets in the late 1950s. The first Crown models arrived in the
USA in 1957, and by 1965, with models such as the Corolla, Toyota began to build its
reputation and sales to rival those of domestic producers. The first Toyota imported into
Europe was via Denmark in 1963. Toyota has continued to grow in Europe's sophisticated
and complex market, and in 2000 the company delivered its ten millionth car to a customer
in Germany. In fact, growth is currently one of the main words in Toyota's European
vocabulary, and the company plans to reach annual sales of 800,000 in Europe by 2005.
Toyota is number one for customer satisfaction in the majority of European countries and
has built an excellent reputation across Europe for reliability and customer service. This
enviable reputation, along with the support of a network of more than 25 distributors and
3,500 sales outlets, are important factors in supporting Toyota's European sales growth in
the coming years.

Towards the end of the nineteenth century, Sakichi Toyoda invented Japan's first
power loom, revolutionising the country's textile industry. January 1918 saw him create the
Toyoda Spinning and Weaving Company, and with the help of his son, Kiichiro Toyoda,
Sakichi fulfilled his lifelong dream of building an automatic loom in 1924. The establishment
of Toyoda Automatic Loom Works followed in 1926. Kiichiro was also an innovator, and
visits he made to Europe and the USA in the 1920s introduced him to the automotive
industry. With the £100,000 that Sakichi Toyoda received for selling the patent rights of his
automatic loom, Kiichiro laid the foundations of Toyota Motor Corporation, which was
established in 1937. One of the greatest legacies left by Kiichiro Toyoda, apart from TMC
itself, is the Toyota Production System. Kiichiro's "just- in-time" philosophy - producing only
precise quantities of already ordered items with the absolute minimum of waste - was a key
factor in the system's development. Progressively, the Toyota Production System began to
be adopted by the automotive industry across the world.

23
4. COMPANY PROFILE

24
 COMPANY PROFILE

Toyota Motor Corporation

Headquarters in Toyota, Japan

Native name トヨタ自動車株式会社

Romanized name Toyota Jidōsha kabushikigaisha

Type Public

Traded as  TYO: 7203

 NAG: 7203
 NYSE: TM
 LSE: TYT
 Nikkei 225 component (TYO)
 TOPIX Core30 component (TYO)

ISIN JP3633400001

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 Industry Automotive

Founded August 28, 1937; 85 years ago

Founder Kiichiro Toyoda

Headquarters Toyota City, Aichi

Japan

Area served Worldwide

Key people  Takeshi Uchiyamada (chairman)

 Shigeru Hayakawa (Vice chairman)
 Akio Toyoda (president)

Production  9,472,556 (FY21)

output  9,213,195 (2020)

Services Banking, financing, leasing

Revenue  ¥27,214,594 million

 US$256.7 billion (FY21)
Operating income ¥2,197,748 million (FY21)

Net income ¥2,282,378 million (FY21)

Total assets  ¥62,267,140 million

 US$562 billion (FY21)

Total equity ¥24,288,329 million (FY21)

Number of 366,283 (FY21)

employees

Parent Toyota Group through cross ownership:

 Toyota Industries cross-owns 8.28%

 Subaru Corporation cross-owns 3.17%
 Denso cross-owns 3.12%
 Mazda cross-owns 0.25%

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  Suzuki cross-owns 0.2%

Divisions  Lexus
 Scion (defunct)

Subsidiaries 
Daihatsu
 Denso (25%)
 FAW Toyota (China, 50%)
 GAC Toyota (China, 50%)
 Hino Motors
 Subaru Corporation (20%)
 Toyota Argentina
 Toyota Auto Body
 Toyota Financial Services
 Toyota Kirloskar Motors
 Toyota Motor Corporation Australia
 Toyota Motor Europe
 Toyota Motor East Japan
 Toyota Motor Kyushu
 Toyota Motor Manufacturing Indonesia (95%)
 Toyota Motor North America
 Toyota Motor Pakistan
 Toyota Motor Philippines
 Toyota Motor Thailand (86%)
 Toyota South Africa Motors

Website global.toyota

Footnotes / references
Fiscal Year 2021 (FY21) is April 1, 2020, to March 31, 2021.
References

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 Akio Toyoda, CEO of Toyota.

GLOBAL PRESENCE OF TOYOTA

 Toyota's global network: Red – Japan

 Green - Official dealership(s) present.
 Blue - Localized manufacturing plant(s)
 Cyan - Regional headquarters (HQ)
 Dark Blue - Regional headquarters (HQ) and
 localized manufacturing plants

In 1981, Toyota Motor Co., Ltd. announced plans to merge with its sales entity Toyota
Motor Sales Co., Ltd. Since 1950, the two entities existed as separate companies due to a
prerequisite for reconstruction in post-war Japan. Shoichiro Toyoda presided over Toyota
Motor Sales in preparation for the consummation of the merger that occurred in 1982.
Shoichiro then succeeded his uncle Eiji as the President of the combined organization that
then became known as Toyota Motor Corporation.

President of Toyota Motor Corporation:

 Eiji Toyoda (1981)

 Shoichiro Toyoda (1982–1992)

CEO of Toyota Motor Corporation:

 Tatsuro Toyoda (1992–1995)

 Hiroshi Okuda (1995–1999)
 Fujio Cho (1999–2005)
 Katsuaki Watanabe (2005–2009)
 Akio Toyoda (2009–present)

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Chairman of Toyota Motor Corporation:

 Shoichiro Toyoda (1992–1999)

 Hiroshi Okuda (1999–2006)
 Fujio Cho (2006–2013)
 Takeshi Uchiyamada (2013–present)

On June 14, 2013, Toyota Motor Corp. announced the appointment of outside board
members; the appointment was a first for the corporation and occurred following approval
from general shareholders at a meeting on the same day. Additionally, Vice Chairman
Takeshi Uchiyamada replaced Fujio Cho as chairman, as the latter became an honorary
chairman, while Toyoda remains in the post of President.
Toyota is publicly traded on the Tokyo, Osaka, Nagoya, Fukuoka, and Sapporo
exchanges under company code TYO: 7203. In addition, Toyota is foreign-listed on the New
York Stock Exchange under NYSE: TM and on the London Stock Exchange under LSE: TYT.
Toyota has been publicly traded in Japan since 1949 and internationally since 1999

29
Toyota Kirloskar Motor

Toyota Kirloskar Motor Private Limited (TKM) is an Indian joint venture between Toyota Motor
Corporation (89%) and Kirloskar Group (11%), for the manufacture and sales of Toyota cars
in India.[3][4] The headquarters are located in Bidadi, Karnataka, near Bengaluru.

Toyota Kirloskar Motor Pvt Ltd

Type Joint venture

Industry Automotive

Founded 6 October 1997; 25 years ago

Headquarters Bidadi, Bengaluru, Karnataka, India

Key people Masakazu Yoshimura

(Managing Director)[1]

Products Automobiles

Production 142,500 units (2016)

output
 Toyota Motor Corporation (89%)
Owner
 Kirloskar Group (11%)
Number of 7,000[2]
employees
Website www.toyotabharat.com

30
HISTORY
Toyota Motor Corporation entered India in 1997 in a joint venture with the Kirloskar
Group. Toyota Motor Corporation (TMC) holds 89% of the share and the remaining
11% is owned by Kirloskar Group. It is based in Bidadi, Karnataka, near Bengaluru.
The company released its first product in the Indian automotive market with the
launch of the Qualis in 2000. Occupying the multi utility vehicle (MUV) segment,
sales of the model grew within a short span of 2 years to capture 20 per cent market
share from established local manufacturers such as Mahindra and Tata Motors. In
2002 and 2003, Toyota introduced the Camry and Corolla respectively.[6]
In 2005, TKM launched the Innova to replace the Qualis, which is based on a
modern IMV platform. Later, new models were introduced including the IMV
series Fortuner SUV in 2009 and Hilux pickup truck in 2022. To support the new
products, the sales and service network was developed further from 22 outlets in
2000 to 166 in 2011, and 359 in 2019.[6][7]
Under the Entry Family Car (EFC) project, TKM started producing the Etios in 2010
as the company's first entry-level model.[7] Production of the vehicle created more
than 2,000 jobs at TKM's newly-built second plant and approximately 500 jobs at
Toyota Kirloskar Auto Parts Private Limited.[8]
In 2017, Toyota introduced its luxury brand Lexus in the country.

SUZUKI PARTENERSHIP
Toyota started considering its partnership agreement with Suzuki in the Indian
market in 2016. In 2017, both companies agreed to market electric vehicles in the
country.] In 2018 and 2019, Toyota outlined its initial plan for the partnership with
Suzuki, including receiving supply of Baleno, Vitara Brezza, Ciaz and Ertiga models
from Suzuki, and supplying the Corolla to Suzuki. Plans also included production of
the Suzuki-developed SUV at TKM from 2022 and the production of hybrid electric
vehicles in India. In 2019, TKM released the Glanza as a rebadged Baleno, and the
Urban Cruiser as a rebadged Vitara Brezza in 2020. In 2022, TKM released
the Urban Cruiser Hyryder, which is developed by Suzuki, produced by TKM while
incorporating the Toyota Hybrid System.

MANUFACTURING FACILITIES
TKMPL's current plant at Bidadi, Karnataka is spread across 850 acres and has a
capacity of 110,000 vehicles per annum.[11] TKMPL's second manufacturing plant on
the outskirts of Bengaluru, Karnataka has a capacity of 210,000 vehicles per annum.
Total production capacity is 320,000 vehicles per annum. On 16 March 2011, it
announced that it was increasing production to 210,000 vehicles per annum [12] due
to increase in demand for its models especially the Etios and Fortuner.

31
INDUSTRIAL RELATIONS
On 16 March 2014, Toyota Kirloskar Motor temporarily suspended the production at
two of its assembly plants in Bidadi, Karnataka whose production capacity was
310,000 units annually and has employee strength of 6,400. Cause for the shutdown
was failure to reach an agreement with the union over the issue of wages, deliberate
stoppages of the production line by certain sections of the employees and abusing &
threatening of supervisors thereby disrupting the production for the past 25
days.[13][14][15][16] Toyota Kirloskar Motor announced on 21 March 2014 to lift the
lockout at the plants effective from 24 March 2014 with subject to an acceptance of a
service condition which requires all the employees signing an undertaking on good
conduct.[17][18] On 22 April 2014, employees called off the strike after 36 days of
standoff and resumed full operations.

32
 CURRENT MODEL

Indian Current model

introduction
Model
Introduction Update
(facelift)

Hatchback

Glanza 2019 2022 -

SUV/Crossovers

Urban Cruiser 2022 2022 -

Hyryder

Fortuner 2009 2016 2021

33
 Hilux 2022 2022 -

MPV

Innova Crysta 2016 2016 2021

Innova Hycross 2023 2023

Hybrid

Camry Hybrid 2019 2019 2022

Vellfire Hybrid 2020 2020 -

34
DISCONTINUED MODEL

 Toyota Qualis (2000–2005)

 Toyota Camry (2002–2018)
 Toyota Corolla Altis (2003–2020)
 Toyota Innova (2005–2016)
 Toyota Land Cruiser Prado (2004–2020)
 Toyota Prius (2010–2015, 2017–2020)
 Toyota Land Cruiser (2010–2020)
 Toyota Etios (2010–2020)
 Toyota Etios Liva (2011–2020)
 Toyota Etios Cross (2014–2020)
 Toyota Yaris (2018–2021)
 Toyota Urban Cruiser (2020) (2020–2022)

SALES AND SERVICE NETWORK

As of April 2019, it has more than 350 dealerships in 225 cities across India.

SALES PERFORMANCE
TKMPL sold 74,759 vehicles in India in the year 2010 registering a growth rate of
38% compared to 2009 sales

35
 A LIST OF TOP 10 CAR COMPANIES IN FINANCIAL YEAR 2021-2022

Carmakers Sales FY 21-22 Market Share

Maruti Suzuki 1,33,1558 43.65%

Hyundai 481,500 15.78%

Tata Motors 370,372 12.14%

Mahindra & Mahindra 225,678 7.40%

Kia Motor 186,787 6.12%

Toyota 123,760 4.06%

Renault 87,475 2.87%

Honda Cars India 85,609 2.81%

SAVWIPL (Skoda + VW) 65,904 2.16%

MG Motor 40,369 1.32%

36
Dealership Name SHAW TOYOTA

Address: Showroom: SN 12/13/14, Ground Floor, ICC Trade Tower, Senapati

Bapat Road, Shivajinagar, Pune, Maharashtra – 411016 Workshop: Gat
No. 1342, 11th Milestone Village, Wagholi, Pune, Maharashtra –
412207

District: Pune

State: Maharashtra

Pin Code: 411016

E-mail: info@shawtoyota.in

GM Sales: Vinesh Patil

GM Sales (Cell no.): +91 – 8380869555

Sales Team Leader: Nilesh Muley

Sales Team Leader +91 – 9890222003

(Cell no.):

37
Vision and Mission:

Toyota will lead the route to the eventual fate of portability, enhancing lives the world over
with the most secure and most capable methods for moving individuals. Through our
responsibility to quality, consistent development and regard for the planet, we mean to
surpass desires and be remunerated with a grin. We will meet our difficult objectives by
drawing in the ability and enthusiasm of individuals, who accept there is consistently a
superior way.

Shaw Toyota
Toyota Kirloskar Motor fortifies reach with a dealership in Pune.

 Shaw Toyota offers Toyota’s renowned QDR (Quality, Durability & Reliability) value
to customer in the region.
 Focus on ‘Customer First’ to bring the Best-in-Town product & service experience
closer to customers.
 Denotes Toyota’s 363rd touch point in the country.

Shaw Toyota Fig. 1

38
 Shaw Toyota Fig 2.
Helped In delivering many cars across Maharashtra to Happy customers

Giving information about ‘URBAN CRUISER HYRYDER’ to customer at an event Pimpri-Chinchwad

Tariq sir And Me (Nilesh Golande)

39
5. OBJECTIVE OF STUDY

40
STATEMENT OF THE PROBLEM
Today the company and its products can survive only if they can effectively satisfy the
customer expectations, as the customer is the boss. TOYOTA KIRLOSKER MOTOR PVT LTD. is
a very important player in the automobile industry. It has very wide reaching market for its
products. In fact it is the market leader for most of the four wheelers. So understanding
customer satisfaction with respect to Toyota Motors is very essential. The Research is titled
as “A STUDY ON CUSTOMER SATISFACTION TOWARDS SHAW TOYOTA”.

1.OBJECTIVES OF CONSUMER SATISFACTION TOWARDS SHAW TOYOTA

 To study and understand consumer satisfaction with reference Shaw Toyota.
 To study and know consumer perception in relation to Shaw Toyota.
 To know consumer opinion about various attributes in relation to Shaw Toyota.
 To know the factors influencing buying decision in relation to the Shaw Toyota.
 To analyze & know the expectations of consumers during buying a Shaw Toyota.
 To offer suggestions for the improvement based on the findings.

2. METHODOLOGY OF THE STUDY

3.1. SCOPE OF THE STUDY
The study is basically confined to the limits study the expectations and satisfaction of
users of the Shaw Toyota. It extends the thoughts, like intensity of usage, preferences,
Technology and degree of satisfaction received by the users.

1. The information or data collected from the Respondents is Authentic.

2. . The sample survey is restricted to PUNE city.

3.2. DATA SOURCES

The data is collected from the selected visitors who visited the showroom.

3.3. SAMPLING UNIT

Customers

41
3.4. SAMPLING SIZE
100 respondents

3.5. SAMPLING TECHNIQUE

Simple Random Sampling

3.6. DATA COLLECTION METHOD

Data collection took place with the help of filling the questionnaire. The questionnaire
method has widely used and economical means of the data collection. Questionnaire
methods were found easy to read and understand to all spectrums of people in the sample.
It was also important to respect the samples time and energy hence the questionnaire was
designed in such a way that its administration would not exceed 4-5 minutes. These
questionnaires were personally administered.

The first hand information was collected by making the people fill the questionnaire. The
primary data was collected by directly interacting with the people.

3.7. DATA COLLECTION TOOLS

The following steps are involved in the data collection process:

 Finding out the type of information required in the investigation.

 Establishing the facts that are available at present and the additional facts required.
 Identification of the source from where they can be available.
 Selection of appropriate information collection method.

The data required from this study is collected from primary and secondary data.

PRIMARY SOURCES
New data gathered to help solve the problem at hand. As compared to secondary data
which is previously gathered data an example is information gathered by a questionnaire.
Primary source information that comes from people and includes information gathered
from surveys, focus groups, independent observations and test results.

42
Primary data is basically collected by getting questionnaire filled by the respondents.

SECONDARY SOURCES:
The secondary source useb for collecting data are:

A) INTERNAL SOURCE:

 Company’s Reports
 Company’s Publications
 Company’s Employees
 Company’s Strategy

B) EXTERNAL SOURCE:
Information was gathered from Magazines like – Auto Expo, Car Bazaar, and Business World
and Business Today. Business dailies like – The Economic Times, The Business Line, etc.
Newspapers like – The Hindustan Times, Business Standard and The Corporate Times. Apart
from this information was also taken from internet.

4.REVIEW OF LITERATURE
Nutan Kriplani4 presented a report on automobile sector named ‘Automotive
Market in India’ on the net. This report provides detailed overview of the automotive
market in India with relevant facts and figures regarding the structure and size, growth
rates, key players, main challenges, restraints, international trade as well as an indication of
future outlook of the industry. According to this report the automotive industry in India is
one of the largest industries and a key sector of the economy.
The Indian automotive industry began its journey from 1991 with the
government's de-licensing of the sector and subsequent opening up for 100 per cent FDI
through automatic route. Since then many large global companies have set up their facilities
in India taking the production of vehicle from 2 million in 1991 to 9.7 million in 2005-2006
and in 2008-09 it touched to 11.18 million units.

43
5. RESEARCH INSTRUMENTS

 The printed questionnaire has been used to collect the data for the study.
 The data is selected by referring various Journals, Show rooms magazines and
Brochures, etc.

6. LIMITATIONS OF THE STUDY

 The sample survey was restricted to 100 respondents. The opinion expressed by
them cannot be taken for granted.
 Preferences change over a period of the time and have to be constantly updated.
 The Analysis and Interpretation of the data has been made in this context and the
result may not prove beneficial to the company
 The sample size of 100 respondents is limitation to Research study due to the time
constant.

44
6. ANALYSIS AND INTREPRETATION

45
1.RESPONDENT OCCUPATION

SL.NO FACTORS PERCENTAGE

1. BUSINESS 55%
2. STUDENT 10%
3. GOVERNMENT 15%
4. OTHERS 20%
TOTAL 100%

RESPONDENT OCCUPATION

20%

15% 55%

10%

BUSINESS STUDENT GOV OTHERS

INTREPRETATION: From the above analysis, 55% of the respondents are of Business
class. 10% of the respondents are Students, 15% are Government and the rest 20% of the
respondents belongs to Other Classes.

46
2.BRAND OF THE CAR

SL.NO. FACTOR PERCENTAGE

1. HYUNDAI 20%
2. TOYOTA 20%
3. MARUTISUZUKI 35%
4. TATAMOTORS 25%
TOTAL 100%

BRAND OF THE CAR

20%
25%

20%

35%

HYNDAI TOYOTA MARUTI SUZUKI TATA MOTORS

INTREPRETATION: From the above analysis, 20% of the respondents use Hyundai
model. 20% of the respondents use Toyota model, 25% use Tata motors and the rest 35%
of the respondents use Maruti Suzuki.

47
3.FACTORS INFLUENCE THE PURCHASE

SL.NO. FACTORS PERCENTAGE

1. PRICE 20%
2. SAFETY AND MEASURES 45%
3. AVAILABILITY 10%
4. QUALITY 20%
5. OTHERS 5%
TOTAL 100%

FACTORS INFLUENCE THE PURCHASE

1.2

1.4
8.2

3.2

PRICE SAFTY AND MEASURES AVAILAIBILITY QUALITY OTHERE

INTREPRETATION: From the above analysis, 20% of the respondents marked for price.
45% of the respondents marked Safety and Measures, 10% marked for Availability, 20%
for Quality and the rest 5% of the respondents marked others.

48
4.DECISION OF PURCHASING THE CAR

SL.NO. FACTORS PERCENTAGE

1. OPINION OF KNOWN PERSON 35%
2. ADVERTISMENT 20%
3. MAGAZINE AND NEWSPAPER 15%
4. SOCIAL MEDIA 30%
5. TOTAL 100%

DECISION OF PURCHASING CAR

30
35

15

20

OPINION OF PERSON ADVERTISMENT MAGAZINE AND NEWSPAPER SOCIL MEDIA

INTREPRETATION: from the above analysis, 40% of the respondents decided from the
opinion of the known person. 25% of the respondents decided through Advertisements,
15% decided through Magazines and Newspaper and the rest 20% of the respondents
decided through Radio and Media.

49
5.COMPANY RESPONSE TOWARDS CUSTOMERS

SL.NO. FACTORS PERCENTAGE

1. EXCELLENT 60%
2. GOOD 25%
3. BETTER 10%
4. POOR 5%
5. TOTAL 100%

COMPANY RESPONSE TOWARDS CUSTOMERS

5
10

EXCELLENT
25
60 GOOD
BETTER
POOR

INTREPRETATION: From the above analysis, 60% of the respondents say that the
company responses towards customers are Excellent. 25% of the respondents say as good,
10% of them as Better and the rest 5% of the respondents as Poor.

50
6.TRANSMISSION OF THE CAR

SL.NO. FACTOR PERCENTAGE

1. AUTOMATIC 40%
2. MANUAL 60%
TOTAL 100%

TRANSMISSION OF THE CAR

40

60

AUTOMATIC MANUAL

INTREPRETATION: From the above analysis, 60% of the respondents choose Manual
and the rest 40% of them choose Automatic.

51
7.EXPERIENCE AT THE SHOWROOM

SL.NO. FACTORS PERCENTAGE

1. GOOD 90%
2. BAD 10%
TOTAL 100%

EXPERIENCE AT SHOWROOM

Column1

GOOD BAD

INTREPRETATION: From the above analysis, 90% of the respondents say the experience at
the showroom is good and the rest 10% of them say it as bad.

52
8.PRICE OF THE CAR

SL.NO. FACTOR PERCENTAGE

1. REASONABLE 50%
2. HIGH 25%
3. TOOHIGH 25%
4. TOTAL 100%

PRICE OF THE CAR

25

50

25

REASONABLE HIGH TOO HIGH

INTREPRETATION: From the above analysis, 55% of the respondents say that the price of
the car is Reasonable, 25% of the respondents say it as High and the rest 20% of them say it
as too high.

53
9.COLOR OF THE CAR

SL.NO. FACTOR PERCENTAGE

1. BLACK 20%
2. WHITE 40%
3. SILVER 25%
4. GREY 15%
6. TOTAL 100%

COLOR OF THE CAR

15 20

15

40

BLACK WHITE SILVER GREY

INTREPRETATION: From the above analysis, 20% of the respondents choose Black, 40% of
them as white, 25% of them choose Silver and the rest 15% of them choose Red.

54
10.TEST DRIVE OF THE CAR

SL.NO. FACTOR PERCENTAGE

1. GOOD 80%
2. BAD 20%
3. TOTAL 100%

TEST DRIVE OF THE CAR

20

80

GOOD BAD

INTREPRETATION: From the above analysis, 80% of the respondents say that the test
drive of the car is good and the rest 20% of them say it as bad.

55
7. FINDINGS

56
FINDINGS :
1. Maximum numbers of the users of SHAW Toyota are Business class.
2. 35% of the respondents choose Maruti Suzuki as their car. 25% of them choose Tata
Motors as their car, 20% of them as Toyota and the rest 20% of them choose Hyundai.
3. Most of the respondents buy their car on safety and measure basis as the customer give
more importance to it. 20% of them choose price as the price of the car increase and
decrease, 10% of them look for Availability of the car, 20% of them Look for quality and
the rest 5% look for others
4. When the respondents were asked about the decision of buying the car, most of the
respondents answered as they know it by the known persons. Only few of the respondents
know it by Adverstiments like television, magazines like Car Bazaar, Newspapers like
The Hindustan Times,social media etc.
5. 90% of the respondents say that the company response was excellent as the way the
employees treated them.
6. Maximum number of the respondents chooses Manual as their transmission of the car. As
it is easy to drive.
7. When we asked respondents about the customer experience at showroom most of the
respondents were satisfied as the employees treated the customer well, the way they
explained about the car, the way they respected, many more.
8. When it comes to the price of the car, 50% of the respondents say that the price of the
car is reasonable because the price reach the customer’s expectations.
9. When we asked about the test drive of the car, 80% of them said it was good as the test
drive person explained about the car and treated them very well. 20% of them said that
the test drive of the car was bad as the car was not maintained properly.

57
8. RECOMMENDATIONS AND SUGGESTIONS

58
RECOMMENDATIONS AND SUGGESTIONS
 Organization should consider more of non- monetary motivators like appreciation,
more challenging works and targets to be met, etc.
 The ideas and suggestions of the employees must be welcomed by the superiors to
increase the employee’s morale and make them feel that they are part of the
company.
 As the world today is more demanding and competitive more efforts should be put
by themanagement to motivate the employees and try to increase the efficiency of
theemployees and retain them.
 The company should see that the incentives and recognitions given should rise to the
level of complete satisfaction of the employees.
 The employees should be appreciated by their supervisors for their success and
efforts put by them at least by giving the appreciation letter. This will somewhere
create a good image about the company in the eyes of the employees and in turn
increase their efficiency.
 The management can also employ negative motivators to some limit to increase the
efficiency of the employees.
 The employees performance should be evaluated periodically and they should be
promoted whenever necessary.
 Performance appraisals should be carried on so that the employees get motivated
and tend to increase their efficiency.
 The company labour charges should be little bit reduce for customer.
 The company need to decrease the spare parts rates, for increase the customer and
development.

59
9. CONCLUSIONS

60
CONCLUSIONS
As per my conclusion, SHAW Toyota company growth is very good, and while doing
this project the company was well supported to me, and from this project I assumed lot off
things like customer satisfaction, behaviour of employees towards customers, etc. and from
this project I have understood that company spare parts rate is very high, so the company
have to decrease little bit spare parts rate, company should increase advertisements, etc.
This company as good environment, has well organizational culture, SHAW Toyota is
satisfying the customer to an extent by providing good and required cars to the customers,
and customer demands more offers and best price, etc.

61
Reference books:

1. Philip kotler“ MARKETING MANAGEMENT”,

• 30th edition of marketing management.
2. T.N. Chabra “ MARKETING MANAGEMENT” 2005,
3. C. B. Gupta “ MARKETING MANAGEMENT” 2006

List of websites:
1. www.toyotaglobal.com
2. www.google.com
3. www.toyotaprivatelimited.com

62
 QUESTIONNNAIRE FOR CONSUMERS

Dear sir/madam,
I am, a student of MBA of I am conducting this survey to prepare project report
titled “A STUDY ON CUSTOMERSATISFACTION TOWARDS SHAW TOYOTA” as
it is the part o the curriculum.

I request you to spare your valuable time to answer a few questions which will be of
great use
to me. The information given by you will be used for educational purpose only.

NAME:
ADDRESS:

1. AGE:

2. SEX:
{ } MALE
{ } FEMALE

3. OCCUPATION:
{ } BUSINESS
{ } GOVERNMENT
{ } STUDENT
{ } OTHERS

63
4. WHICH BRAND DO YOU OWN:
{ } HYUNDAI
{ } TOYOTA
{ } MARUTI SUZUKI
{ } TATA MOTORS
{ } OTHERS

5. WHAT ARE THE FACTORS THAT INFLUENCED YOUR PURCHASE:

{ } PRICE
{ } SAFETY AND MEASURES
{ } QUALITY
{ } AVAILABILITY
{ } OTHERS

6. HOW DID YOU DECIDE TO BUY:

{ } OPINION OF KNOWN PEOPLE
{ } ADVERTISEMENT
{ } MAGAZINE AND NEWSPAPER
{ } SOCIAL MEDIA

7. HOW DO FEEL ABOUT THE COMPANY’S RESPONSE TOWARDS CUSTOMERS?

{ } EXCELLENT
{ } GOOD
{ } BETTER
{ } POOR

8. WHICH TYPE OF TRANSMISSION WOULD YOU LIKE TO CHOOSE?

{ } AUTOMATIC
{ } MANUAL

64
9. HOW DO YOU FEEL THE EXPERIENCE AT THE SHOWROOM?
{ } GOOD
{ } BAD

10. HOW DO YOU FEEL ABOUT THE PRICE:

{ } REASONABLE
{ } HIGH
{ } TOO HIGH

11. WHICH COLOR DO YOU PREFER:

{ } BLACK
{ } WHITE
{ } SILVER
{ } RED
{ } OTHERS

12. HOW DID YOU FEEL WHEN YOU TEST DRIVE THE TOYOTA CAR?
{ } GOOD
{ } BAD

13. WHICH VERSION WOULD YOU LIKE TO CHOOSE?

{ } DIESEL
{ } PETROL
{ } CNG

14. WHERE DO YOU GET YOUR CAR SERVICED FROM?

{ } AUTHORISED DEALERS
{ } LOCAL MECHANICS
{ } OTHERS (Please specify):

65
15. WHICH IS YOUR FAVOURITE CAR IN SHAW TOYOTA?
{ } ETIOS
{ } INNOVA
{ } FORTUNER
{ } OTHERS

16. DO YOU PREFER TO BUY YOUR NEXT CAR FROM SHAW TOYOTA?
{ } YES
{ } NO

17. WOULD YOU SUGGEST SHAW TOYOTA TO OTHERS?

{ } YES
{ } NO

18. ANY SUGGESTIONS OR RECOMMENDATIONS IN RELATION TO SHAW

TOYOTA:-

66