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INTRODUCTON
Perception of Consumer behaviour:-
Perception of Consumer behaviour refers to the mental and emotional process and the
observable behaviour of consumers during searching, purchasing and post
consumption of a product or service.
Perception of Consumer behaviour involves study of how people buy, what they buy,
when they buy and why they buy. It blends the elements from psychology, sociology,
socio-psychology, anthropology and economics. It also tries to assess the influence on
the consumer from groups such as family, friends, reference groups and society in
general.
Buyer behaviour has two aspects: the final purchase activity visible to any observer
and the detailed or short decision process that may involve the interplay of a number of
complex variables not visible to anyone.
Factors Affecting Consumer Buying Behaviour:
Consumer buying behaviour is influenced by the major three fact ors:
1. Social Factors
2. Psychological Factors
3. Personal Factors.
A. Social Factors
Social factors refer to forces that other people exert and which affect
consumers purchase behaviour. These social factors can include culture and
subculture, roles and family, social class and reference groups.
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B. Psychological Factors
These are internal to an individual and generate forces within that
influence her/his purchase behaviour. The major forces include motives, perception,learning, attitude and personality.
C. Personal Factors
These include those aspects that are unique to a person and influence purchase
behaviour. These factors include demographic factors, lifestyle, and situational factors.
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Definition:
Consumer buying decision process is the processes undertaken by consumer in
regard to a potential market transaction before, during and after the purchase of aproduct or service.
Consumer decision making process generally involves five stages:
Figure -Consumer Decision
Need
Recognition Search
Informatio
n
Alternative
Evaluation
Purchase Action
Post
Purchase
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NEED FOR THE STUDY
The standard of living in India is improving year to year.People are able to effort fromluxury items .For self-satisfaction and need fulfillment.
With the opening up of the Indian economy and the liberalization policies of thecentral government.
Money leading international players have enter the Indian market.With their latesttechnology and international products.
So in order to know which brand has got good brand image and market.Share a studyis needed to know the market share.
By this analysis we will make on attempt to understand the buying behavior of theConsumers towards different brands and analysis the positive and future of Toyota
motors pvt. ltd.
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Objectives of the Study
The study has been under taken to analyze the Perception of Consumer behaviour
towards the Toyota in Hyderabad with a special reference to the Toyota motors, the
other objectives are:
To know the strength and weaknesses of the Mahindra Toyota.
Brand name plays a vital role for launching a new product.
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Research Methodology
Research Method:-
Two broad research methodologies can be used to answer any research
question. They are Experimental research or Non experimental research. In
experimental research, there is control over the extraneous variable and manipulation
of at least one variable investigator. In Non experimental research, there is no
intervention beyond that needed for the purpose of measurement.
The study uses Non experimental research method.
RESEARCH DESIGN:
A research design is a statement or specification of the methods and
procedures used for acquiring the information needed for the solution of some specific
problems. It provides a scientific frame work for conducting a research.
Although research design may be classified by many criteria, the most useful
one concerns the major purpose of the investigation. On the basis, research design can
be classified into three classes Exploratory, Descriptive and Casual. If no formal
design or structural questionnaires are used, exploratory design is used. If a person is
conversant with the problem environment, or is conducting the research for some
specific purpose using structural questionnaire to gather information, the research
design is descriptive. Casual research design is used to establish cause and affect
relationship.
For descriptive studies and also casual studies, data analysis and project output
are critical aspects of research planning. This study uses descriptive design.
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METHDOLOGY AND DATA BASE
SOURCES OF DATA:The data collected from both primary and secondary sources.
PRIMARY DATAThe primary data will be collected through the interactions and discussions
with the Toyota company official and customers.
SECONDARY DATAThe secondary data will be collected through Toyota company official records,
Newspapers, journals books and Toyota company websites.
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SCOPE OF THE STUDY
The present study covers Perception of Consumer behaviour of Toyota Company atHyderabad.
The processes at a company use to track an organize its contact with its current andprospective customer of Toyota company.
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Importance of Consumer Behaviour
Ever increasing intensifying competition. More aggressive competitors emerging with greater frequency.
Changes basis of competition. Geographic sources of competition are becoming wider.
Niche attacks are becoming frequent. Pace of innovation is rapid.
Price competition becoming more aggressive. Product differentiation is declining.
The marketing concept involves understanding the needs of the consumers andtranslating these needs into products or services to satisfy these needs.
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LIMITATIONS OF STUDY:-
1: The study is restricted to only Radha Krishna Toyota Company
2: The study is related to just (2009-2010).
3: The data collection is limited to Perception of consumer behavior.
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Industrial profile
The automobile industry has changed the way people live and work. The earliest of
modern cars was manufactured in the year 1895.
Shortly the first appearance of the car followed in India. As the century turned, three
cars were imported in Mumbai (India). Within decade there were total of 1025
cars in the city.
The dawn of automobile actually goes back to 4000 years when the first wheel
was used for transportation in India. In the beginning of 15th century Portuguese
arrived in China and the interaction of the two cultures led to a variety of newtechnologies, including the creation of a wheel that turned under its own power. By
1600s small steam-powered engine models as developed, but it took another century
before a full-sized engine-powered vehicle was created.
The actual horseless carriage was introduced in the year 1893 by brothers Charles and
Frank Duryea. It was the first internal-combustion motor car of America, and it was
followed by Henry Ford's first experimental car that same year.
One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce Silver
Ghost that featured a quiet 6-cylinder engine, leather interior, folding windscreens and
hood, and an aluminum body.
It was usually driven by chauffeurs and emphasis was on comfort and style rather than
speed. During the 1920s, the cars exhibited design refinements such as balloon tires,
pressed-steel wheels, and four-wheel brakes.
Graham Paige DC Phaeton of 1929 featured an 8-cylinder engine and an aluminum
body. The 1937 Pontiac De Luxe sedan had roomy interior and rear- hinged back door
that suited more to the needs of families. In 1930s, vehicles were less boxy and more
streamlined than their predecessors.
The 1940s saw features like automatic transmission, sealed-beam headlights, and
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tubeless tires.
The year 1957 brought powerful high-performance cars such as Mercedes-Benz
300SL. It as built on compact and stylized lines, and was capable of 230 km/h (144
mph).
This was the Indian automobile history, and today modern cars are generally light,
aerodynamically shaped, and compact.
Facts & Figures
The automobile industry in India is on an investment overdrive. Be it passenger car or
two-wheeler manufacturers, commercial vehicle makers or three-wheeler companies -
everyone appears to be in a scramble to hike production capacities. The country is
expected to witness over Rs 30,000 crore of investment by 2010.
Over the next one year, some 20 new cars will be seen on Indian roads. Take note of
this, Maruti Udyog is coming up with new SPLASH during the next few months.
Hyundai will also be unmasking the Verna and a brand new diesel car. General
Motors will be launching a mini and may be a compact car.
Most of the companies have made their intentions clear. Maruti Udyog has set up the
second car plant with a manufacturing capacity of 2.5 lakh units per annum for an
investment ofRs 6,500 crore ( Rs 3,200 crore for diesel engines and Rs 2,718 crore
for the car plant itself).
Hyundai and Tata Motors have announced plans for investing a similar amount over
the next 3 years. Hyundai will bring in more than Rs 3,800 crore to India. Tata Motors
will be investing Rs 2,000 crore in its small car project. General Motors will be
investing Rs 100 crore, Ford about Rs 350 crore and Toyota announced modest
expansion plans even as Honda Siel has earmarked Rs 3,000 crore over the next
decade for India - a sizeable chunk of this should come by 2010 since the company is
also looking to enter the lucrative small car segment.
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Talking about the commercial vehicle segment, Ashok Leyland and Tata Motors
have each announced well over Rs 1,000 crore of investment. Mahindra &
Mahindra's joint venture with International Trucks is expected to see an infusion of
at least Rs 500 crore.
Industry performance in 2008-09
The Indian automotive market managed to stand up to the vagaries of the economic
meltdown to show slightly positive growth during fiscal 2008- 09. Overall vehicle
sales at 97.23 lakh grew 0.71 per cent from 96.54 lakh units in 2007-08.
When major automotive markets reported a 30-40 per cent decline, only a handful of
countries managed to show positive growth. A few months ago, India was looking at
negative growth but has turned around. It is actually better than expected.
Passenger vehicle sales at 15.51 lakh registered flat growth while commercial
vehicle sales showed a 21 per cent drop .
SIAM has a positive outlook for the current financial year. While it foresees a 7-8 per
cent growth for the commercial vehicle segment, the industry body predicts a 3-5 per
cent growth for passenger vehicles. The three-wheeler segment may grow 5-8 per cent
growth while two-wheelers may show 3-5 percent growth.
The passenger vehicle market has weathered the downturn largely due to market leader
Maruti Suzuki which holds 48 percent of the market. The compact car giant clocked
7.22b lakh units for 2008-09. Closest rival Hyundai Motor India sold 2.44 lakh cars,
a growth of13 percent. Tata Motors sales grew 1.3 percent at 2.30 lakh units while
Mahindra & Mahindra posted 2.5 percent growth at 1.06 lakh units.
Most premium car maker s saw volumes shrink last fiscal. Toyota Kirloskar Motors
numbers Ford Indias fell 15 percent to 46,892 units while sales were down
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17percent to 27,976 units. Honda Siel Cars India also saw a 17 percent drop at
52,420 units while General Motors India was down 8 percent to 61,526 units.
Among commercial vehicle makers, all major players saw substantial fall in volumes.
Market leader Tata Motors with a 60 percent plus share, showed 22 percent drop in
numbers at 2.34 lakh units while Ashok Leyland showed 37 percent drop at 47,632.
Eichers sales volume fell 37 percent at 17,341 units and Force Motors was down 28
percent at 7,819 units. The freight movement is unlikely to improve this fiscal which
will impact ruck sales. Two-wheeler sales grew 2.6 percent to 74.38 lakh units. Hero
Honda has made up for the erosion of sales volume for other two-wheeler makers
including Bajaj Auto and TVS Motor Company, said Mr. Matta. Hero Honda
clocked 36.40 lakh units, a growth of12.5 percent. Bajaj Autos volumes dropped 23
percent to 12.86 lakh units while TVS saw a marginal decline at 11.36 lakh units.
Honda Motorcycle and Scooter India s sales surged 16 per cent to 10.15 lakh units.
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Company Profile
In 2006, Toyota was engaged in a variety of projects designed to solidify its
foundations while continuing to grow. On the product front, Lexus launched its new
flagship model, the LS, and the new global Camry went on sale. In Japan, a new
Corolla range was introduced, emphasizing the importance of this bestselling car.
In manufacturing, several new projects were started around the world. In May,
manufacture of the Camry began in Guangzhou, China, while in the United States, the
Kentucky plant, which in October celebrated 20 years of production, started
manufacturing the first Toyota hybrid vehicle to be made in North America, the CamryHybrid. In November, the Texas plant began producing the new Tundra truck, a key
vehicle in Toyotas North American lineup. In Japan, Toyota Motor Kyushu, Inc.
began full-scale operations at its engine factory, while Toyota Motor Tohoku Co., Ltd.
increased its manufacturing capacity. In human resources development, following the
establishment of the Asia Pacific Global Production Center in Thailand in August
2005, Toyota established the North American Production Center in the U.S. in
February, and the European Global Production Center in the United Kingdom in
March. Established as branches of the Global Production Center in Japan, these were
created to spread Toyotas manufacturing knowledge and skills throughout the world in
pace with the rapid growth of Toyotas overseas manufacturing. The centers educate
trainers for local manufacturing plants in all regions, with trainees passing on what
they learn to team members on their return to their plants. In R&D, Toyota focused its
efforts on three key areas: environment, safety and energy. It made a special effort in
the area of the environment by expanding its lineup of hybrid vehicles, and has worked
on R&D relating to plug-in hybrid. In addition, as part of Toyotas efforts to respond to
the diversification of energy, in 2007 Toyota introduced a flex fuel vehicle* in the
Brazilian market that will run on 100% bio- ethanol fuel. From this point on, based on
the philosophy of providing the right car, in the right place, at the right time, and in
accordance with the infrastructure and customer needs of each region, Toyota will
continue to promote efforts to develop environmentally friendly technology and
vehicles.
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CORPORATE DATA
Since its foundation, Toyota has conducted business with contributing to the
development of a prosperous society through the manufacture of automobiles as a
guiding principle. When I became president two years ago, I called on all employees to
work with me in returning to our origins and asking earnestly whether Toyota is truly
contributing to society and whether we are doing everything we should be doing. On
the occasion of Toyotas 70th anniversary, we will reinforce our measures designed to
return to our core principle, which is to "repay the earth and society through
technological innovation (and contribute to enhancing the quality of life everywhere.
Company Name Toyota Motor Corporation
Established August 28, 1937
Tokyo Head Office1-4-18 Koraku, Bunkyo-ku, Tokyo 112-8701, Japan
Phone: (03)3817-7111
Nagoya Office 4-7-1 Meieki, Nakamura- ku, Nagoya City, Aichi Prefecture 450-
8711, Japan
Phone: (052)552-2111
Head Office Toyota-Cho, Toyota City, Aichi Prefecture 471-8571,
Japan
Phone: (03)3817-7111
GUIDING PRINCIPLES
Honor the language and spirit of the law of every nation and undertake open and faircorporate activities to be a good corporate citizen of the world.
Respect the culture and customs of every nation and contribute to economic and socialdevelopment through corporate activities in the communities.
Dedicate our selves to providing clean and safe products and to enhancing the qualityof life everywhere through all our activities.
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Create and develop advanced technologies and provide outstanding products andservices that fulfill the needs of customers worldwide.
Foster a corporate culture that enhances individual creativity and teamwork value,while honoring mutual trust and respect between labor and management.
Pursue growth in harmony with the global community through innovativemanagement.
Work with business partner s in research and creation to achieve stable, long-termgrowth and mutual benefits, while keeping ourselves open to new partnerships.
PERCEPTS
Be contributively to the development and welfare of the country by working together,regardless Of position, in faithfully fulfilling your duties.
Be at the vanguard of the times through endless creativity, inquisitiveness and pursuitof Improvement.
Be practical and avoid frivolity.
Be kind and generous; strive to create a warm, homelike atmosphere.
Be reverent, and show gratitude for things great and small in thought and deed.
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History:
The story of Toyota Motor Corporation began in September 1933 when Toyota
Automatic Loom created a new division devoted to the production of automobilesunder the direction of the founder's son, Kiichiro Toyota. Soon thereafter, the division
produced its first Type A Engine in 1934, which was used in the first Model A1
passenger car in May 1935 and the G1 truck in August 1935. Production of the Model
AA passenger car started in 1936.
Although the Toyota Group is most well known today for its cars, it is still in the
textile business and still makes automatic looms (fully computerized, of course), and
electric sewing machines which are available worldwide.
Toyota Motor Co. was established as an independent company in 1937. Although the
founding
family name is Toyoda; the company name was changed to:
Signify the separation of the founders' work life from home life; Simplify the pronunciation, and Give the company an auspicious beginning.
Toyota is considered luckier than Toyoda in Japan, where eight is regarded as a lucky
number, and eight is the number of strokes it takes to write Toyota in Katakana.
During the Pacific War the company was dedicated to truck production for the
Imperial Army.
Because of severe shortages in Japan, military trucks were kept as simple as possible.
For example, the trucks had only one headlight on the center of the hood. Commercial
passenger car production started in 1947 with the model SA. In 1950 a separate sales
company Toyota Motor Sales Co. was established (which lasted until July 1982). In
April 1956 the Toyota dealer chain was established.
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Replica of t he Toyota Model AA, the first production model of Toyota in 1936
HEADQUARTERS: TOYOTA CITY, JAPAN
ASSEMBLY PLANTS OVER THE WORLD
Toyota has factories all over the world, manufacturing or assembling vehicles for local
markets, including its most popular model, the Corolla. Toyota has manufacturing or
assembly plants in the United States, Australia, Canada, Indonesia, Poland, South
Africa, Turkey, the United Kingdom, France, Brazil, and more recently India,
Argentina and Czech Republic. Toyota also builds and sells cars in China in a
joint venture with Tianjin Xiali. Toyota New Zealand assembled vehicles until 1998,
when it switched to importing cars from Japan and Australia. Cars from these plants
are often exported to other countries.
Out of 100 MUV S
TOYOTA INNOVA 25MAHINDRA SCORPIO 20
TATA SAFARI 18
TOYOTA QUALIS 14
CHEVROLET TAVERA 11
MAHINDRA XYLO 07
MISTUBISHI PAJERO 05
TOTAL 100
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TOYOTA IN INDIA
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Dealer Profile
RADHA KRISHNA TOYOTA AUTOMOBILE (PVT) LTD
Radha Krishna Toyota Automobiles was established in 2008. Radha Krishna Toyota
automobiles were the second authorized dealers of Toyota.
Commanding Presence:
Radha Krishna Toyota Automobiles as a centralized air-conditioned showroom of
Toyota automotives its kind in Hyderabad, spread gracefully and decorated elegantly
over an impressive 8100 sq.ft at Hyderabad, Being equipped with affable front office
staff and adept professional technicians, Provide a perfect of quality Service and
Reliability.
Space Friendly:
The interiors are aimed at making you feel completely at ease, in luxury. Because for
us the customer is king, one who deserves a regal offering. The setting is apt for times
when you need to switch into a relaxed state of mind.
Technology to Stay Ahead:
We are equipped with the latest technological advancement in the industry, in order to
give the best of services when it matters. Not just to be part of, But to build the future,
is our motto.
Ambience the Exude Relaxation:
Ours is one of the few service centers to be equipped with a fully-fledged customer-
waiting lounge. A part from a television and pool table, it had a wed kiosk to keep u
connected all the time.
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Service with Commitment:
Our dedicated team of mechanical specialty offers expert treatment for your vehicle.
We ensure consistency in performance each time, without fail.
Attention to Details:
We provide genius spare parts and accessories to ensure exceptional performance.
Every single aspect related to your vehicle is taken care of at our premises.
Dealing Made Convenient:
It is a part of our commitment policy to give advantage to the customer at ever y
juncture. We
offer assistance of every kind at our premises itself, which makes it a one stop facility.
Expert Guidance at Every Step:
Our sales team gives utmost priority to your satisfaction. When you need help to make
the right choice, it is ensured that the result is beyond your expectations. Thus making
it a point that you get the best in both luxury and comfort always.
Models:
Toyota been launching various type of Muvs and cars from the year of 1933,keeping
in mind the quality, design, driving, comfort, fuel efficiency, and service and resale
value. These from a formidable force that gives our customers the pride and the joy of
value forever. What drives Toyota is
Commitment Leadership Any an eye for appropriate technology
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Since 1933, when Toyota first began manufacturing MUVs & LCVs, M&M have been
engaged in a single-minded endeavor to bring you cars that only state-of-the- art, but
are also some for the most environment-friendly vehicles in this world-a reflection of
our commitment and care, for better environment.
At the heart of every Toyota is a unique engineering and an optimal mix of power and
economy. All this is supported by Toyota Quality Revolution wide dealership
network and automated workshop that provide excellent after sale service The
Company has constantly exploring new opportunity to define the shape to tomorrow
driving technology.
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Promotional Activities:
The promotional activities adopted by United Automobiles are
1. Test Driving
2. Free Driving
3. Hoarding
4. Discounts
5. Advertisement in Newspaper and magazines
6. Gift Schemes
7. Free Services8. Mileage Contents
Promotional expenses have been borne by both United Automobiles and M&M, shares
in advertisement cost.
Service Offered:
Six service and paid service after sale of Cars.
Free checkups campaigns Finance through bank Demonstration for new products Acceptance of warranty claims
Working Time in United Automobiles:
Working hours in United Automobiles are 12 hours per day starting from 9:30 am to
9:30pm with one-hour break for lunch and 15 minutes for evening tea and coffee.
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Non automotive activities
aerospace
philanthropy higher education robotics finance agricultural biotechnology finance information government bailouts production and sales numbers others
Product available at Radha Krishna Toyota:
Radha Krishna Toyota Automobiles is the Dealer of Toyota Company. Toyota
Company manufacturer various types of SUV S, Trucks, Hybrids, Cars
Allion Alphard Auris Aurion Avalon Avanza Avensis Aygo
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Bb Belta Blade Camry Century Corolla Crown Dyna Estima FJ cruser Fortuner Harrier Highlander Hilux Innova Land cruiser prado Prius Wish Etios
Products available in Radha Krishna Toyota:
CAR MODELS (INDIA) EX- SHOWROOM (MUMBAI)
AMOUNT IN INR.
INNOVA 8,01,738
COROLLA ALTIS 11,31,900
CAMRY 22,84,800
PRADO 42,27,300
FORTUNER 35,20,000
PRIUS 33,51,000
LAND CRUISER 1,00,00,000
Table- Products in RK Toyota
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Radha Krishna Achievements
Ranking 1st in TDMS usage pan India in 2009. TSM basic certified in very first year of operations. Ranked 14 in CS800+ first phase with 779 points. EM certification successfully completed in 2009.
GOALS of Radha Group2009
Sustaining the customer retention by 95%. 850 in JDP CSI survey in 2 phase of CS 800+. Three star dealer award for 2009. Improvement of skills in technical information. Reduction of warranty error rate to 0%.
Achievements
Bagged bulk order of 50 innovas from M/S easy cabs. Another 50 vehicles in the pipe line. Delivered prado during the month. Ranked 1st in TDMS usage pan India2nd quarter 2009.
Goals for 2009 RKT service
o Target of 15000 BPU s, 4.2 cores part of f take & 52000 liters of TGMO for 2009.o TSM basic certification for body & paints by end of December 2009.o TSM advanced (EM &MRS) certification.o Sustaining the customer retention by 95%.o 850 in JDP CSI survey.
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o Three star dealer award for 2009.o Improvement of skills in technical information.o Reduction of warranty error to 0%.o Aspiring to be the best dealer in radha group and also in TKM.o Improving the VAS contribution to 25% in labor revenue leads to profitability.
2009 Achievements
Increased CPUS from 25 to 65 per day with an overall growth of 343% when
compared to YTM of 2008 to that of 2009 (2008 YTM CPUS 1586:2009 YTM
CPUS: 5430).
Increased BPUS from 3 to 6 per day resulting in overall growth of 329% between
2008 to that of 2009.
Increased the overall revenue of labor earnings for both GS&BP by 312% when
compared to YTM of 2008 vs. 2009.
Increased the technicians certification from 3 to 11
Increased the appointments rate from 10% to 55%.
Decreased warranty error rate to 3.5% YTD.
Improved the F.1 rating to 4.5.
The best seller of smiles packages among the dealers in the state.
Achieved 14th rank in all India level and first in the state in the 2009 track-ICSI
result.
In active to active
Strengthened the service marketing team and divided them in to several groups so that,to take care of different segment customers.
Increased the retention rates.
Started reaching the in active customers through knock-thedoor campaign at theirdoor steps by utilizing the service marketing team.
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Promotion of smiles packages to inactive customers & converting them to active ones.
Increased MSV camps to the interiors of the territory.
Creating the awareness about the smile packages to fleet operators has increased theopportunities of increased 5k service visits of the fleet vehicles.
Continuously following up with the inactive customers through tale & Directmarketing strategies, identifying their concerns resolving them has increased the
opportunities of converting the inactive customers to active ones.
Selling the Service Parts of Quality yes model vehicles to the Local Garages hasincreased the confidence level of the customers on the Toyota Products
Need Recognition
Purchase decision making process begins when a buyer becomes aware of an
unsatisfied need or problem. This is the vital stage in buying decision process, because
without recognizing the need or want, an individual would not seek to buy goods or
service.
There are several situations that can cause problem recognition, these include:
Depletion of stock Dissatisfaction with goods in stock Environmental Changes Change in Financial Situation
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Marketer Initiated Activities
Example:
When a person recognizes that he/she is having a difficulty that he/she is not
able to travel with his/her family member. Then recognizes that his/her must have car
and needs to buy a new car.
Information Search
After the consumer has recognized the need, he / she will trying to find themeans to solve that need. First he will recall how he used to solve such kind of a
problem in the past, this is called nominal decision making. Secondly, a consumer will
try to solve the problem by asking a friend or goes to the market to seek advice for
which product will best serve his need, this is called limited decision making.
Sources of information include:
Personal sources
Commercial Sources Public sources Personal experience
The person after recognizing that his/her need, he/she will eventually try to
find out how he/she can purchase the car. If he/she cannot make a decision his/herself
then he/she will ask a friend to help out, if the friend do not have sufficient knowledge,
he/she would go to automobile showroom of a different company and try to get
adequate information regarding price, feature, performance and after sale service.
Alternatives evaluation
Consumers evaluates criteria refer to various dimension; features,
characteristics and benefits that a consumer desires to solve a certain problem. Product
features and its benefit is what influence consumer to prefer that particular product.
The consumer will decide which product to buy from a set of alternative products
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depending on each unique feature that the product offers and the benefit he / she can
get out of that feature.
Example:
When that user got enough information concerning the different brands of cars
available in the market, he/she will decide which kind of car and also which company
or brand he/she is going to buy depending upon his/her need.
Purchase Action
This stage involves selection of brand and the retail outlet to purchase such a
product. Retail outlet image and its location are important. Consumer usually prefers a
nearby retail outlet for minor shopping and they can willingly go to a far away store
when they purchase items which are of higher values and which involve higher
sensitive purchase decision. After selecting where to buy and what to buy, the
consumer completes the final step of transaction by either cash or credit.
Example:
After selecting company or brand of the car and model from different
alternatives of cars, he/she will make a final decision of where to buying that car and
make the final transaction procedures.
Post-purchase Actions
Consumer favorable post-purchase evaluation leads to satisfaction.
Satisfaction with the purchase is basically a function of the initial performance level
expectation and perceived performance relative to those expectations. Consumer tends
to evaluate their wisdom on the purchase of that particular product. This can result to
consumer experiencing post purchase dissatisfaction. If the consumers perceived
performance level is below expectation and fail to meet satisfaction this will eventually
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cause dissatisfaction, and so the brand and/or the outlet will not be considered by the
consumer in the future purchases. This might cause the consumer to initiate complaint
behaviour and spread negative word-of-mouth concerning that particular product.
Example:
If he/she decided to buy a car he/she will try to compare the performance,
speed, mileage and comfort of the particular car, whether they meet his/her
expectations. If he/she would find that his/her expectations are meet she will be
satisfied, if she found that there are more additional features that he/she did not
expect this car to have, she will be delighted, otherwise she will be dissatisfied.
THEORITICAL FRAME WORK
Definition of Buying Behavior:
Buying Behavior is the decision processes and acts of people involved in buying and
using products.
Need to understand:
Why consumers make the purchases that they make? What factors influence consumer purchases? The changing factors in our society.
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Consumer Buying Behavior refers to the buying behavior of the ultimate consumer.
A firm needs to analyze buying behavior for:
Buyers reactions to a firms marketing strategy has a great impact on the firms success. The marketing concept stresses that a firm should create a marketing mix(MM) that
satisfies (gives utility to) customers, therefore need to analyze that what, when and
how consumers buy.
Marketers can better predict how consumers will respond to marketing strategies.
Stages of the consumer Buying Process
Six stages to the consumer Buying Decision Process (For complex decision). Actual
purchasing is only one stage of the process. Not all decision processes lead to apurchase. All consumer decisions do not always include all 6 stages, determined by
the degree of complexitydiscussed next.
The 6 stages are:
1. Problems Recognition (awareness of need)difference between the desired state andthe actual condition. Deficit in assortment of products. HungerFood. Hunger
stimulates your need to eat. Can be stimulated by the marketer through product
informationdid not know you were deficient? I.E., see a commercial for a new pair
of shoes.
2. Information search__ Internal search, memory. External search if you need more information. Friends and relatives (word of mouth).
Marketer dominated sources; comparision-shopping; public sources etc.
A successful information search leaves a buyer with possible alternatives, the evoked
set.
Hungry, want to go out and eat, evoked set is
o Chinese food.o Indian foodo Burger kingo Klondike kates etc
3. Evaluation of Alternativesneed to establish criteria for evaluation, features thebuyer wants or does not want. Rank/weight alternatives or resume search. May
decide that you want to eat something spicy, Indian gets highest rank etc.
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Information from different sources may be treated differently. marketers try to
influence by framing alternatives.
4. Purchase decisionmay differ from decision, time lapse between 4 & 5, productavailability.
5. Purchasechoose buying alternative, include product, package, store, method ofpurchase etc.
6. Post-purchase Evaluationoutcome: satisfaction or Dissatisfaction.Cognitive Dissonance, have you made the right decision. This can be reduced by
warranties, after sales communication etc.
After eating an Indian Meal, may think that really you wanted a Chinese meal instead.
Types of consumer Buying Behavior
Types of consumer buying behavior are determined by:
o Level of Involvement in purchase decision. Importance and intensity of interest in aproduct in a particular situation.
o Buyers level of involvement determines why he/she is motivated to seek informationabout a certain products and brands but virtually ignores others.
o High involvement purchasesHonda Motorbike, high priced goods, products visibleto others, and the higher the risk the higher the involvement. Types of risk.
Personal risk. Social risk. Economic risk.
The four type of consumer buying behavior are:
Routine Response/programmed Behaviorbuying low involvement frequentlypurchas4ed low cost items; need very little search and decision effort; purchased
almost automatically. Example includes soft drinks, snacks foods, milk etc.
Limited Decision Makingbuying product occasionally. When you need to obtaininformation about unfamiliar brand in a familiar, product category, perhaps. Requires
a moderate amount of time for information gathering. Examples include Clothes
know product class but not the brand.
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Extensive Decision Making/Complex high involvement, unfamiliar, expensive and/orinfrequently bought products. High degree of economic/performance0psycological
risk. Examples include cars, homes, computers, and education. Spend a lot of time
seeking information and deciding.
Information from the companies MM; friends and relatives, store personnel etc. Gothrough all six stages of the buying process.
Categories that Effect the Consumer Buying Decision Process
A consumer making a purchase decision will be affected by the following three
factors:
1. Personal2. Psychological3. Social
Personal
Unique to a particular person. Demographic Factors. Sex, Race, Age etc.
Who in the family is responsible for the decision-making?
Young people purchase things for different reasons than older people.
Psychological factors
Psychological factors includes:
Motives Perception Ability and knowledge
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Attitude Personality Lifestyle Social factors Roles and family Influences
Social Class
An open group of individuals who have similar social rank. US is not a classless
society. US criteria; occupation, education, income, wealth, race, ethnic groups and
possessions.
Social class influences many aspects of our lives. IE upper middle class Americans
prefers luxury cars Mercedes.
It determines to some extent, the types, quality, and quantity of products that a person
buys or uses
Lower class people to tend to stay close to home when shopping; do not engage in
much prepurchase information gathering.
Stores projects definite class images.
Family, reference groups and social classes are all social influences on consumer
behavior. All operate within a larger culture.
DATA COLLECTION METHOD
The following steps are involved in the data collection process:
1. Finding out the type of information required in the investigation process.
2. Establishing the facts that are available at present and the additional facts required.
3. Identification of the source from where they can be available.
4. Selection of appropriate information collection method.
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The data required from this study is collected from primary and secondary sources;
The data collected are both Quantitative and Qualitative.
PRIMARY SOURCES:
The primary source used for gathering data required for this survey is Survey
method.
In the survey method a Survey of the consumers behaviour towards Four-wheeler
is done. A planned effort is made using structured questionnaire to interview the
respondents. The respondents are the owner of the four-wheeler, who are interviewed,
are chosen using non-probability sampling method. The survey can be done through
personal interviews. In this study respondents are interviewed personally so that the
errors involved in gathering primary data are minimized.
SECONDARY SOURCES:
The secondary sources used for collecting data are:
1. Internal Sources Companys Reports. Companys Publications. Companys Employees.
2. External Sources
Information was gathered from Magazines likeAuto Expo, Car Bazaar, and Business
World & Business Today.Business dailies likeThe Economic Times, The Business Line etc.
News Paper likeThe Hindustan Times, Business Standard & The Corporate Times.
Apart from this some information was also taken from internet.
SAMPLING PROCESS:
Taking into account the practical considerations (such as time limit, cost, etc) thestudy a sample survey as the means of gathering primary information. A sample survey
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allows a reason to concentrate his attention upon a relatively small number of people
and hence, to devote more time and energy to ensure that the information collected
from them is more accurate.
DEFINING THE POPULATION:
The first thing that a sample plan must include is the definition of the
population to be investigated. The population should be defined as clearly as possible.
The population chosen for the study, taking into consideration the objective of the
study is defined as, all the customer of four-wheeler.
SAMPLE DESIGN:
Sample design is the heart of the sample planning process. A sample design
involves specifications of the type of sample used, the appropriate sampling unit, and
the sample size.
TYPE OF SAMPLE:
The study use non-probability sampling. Most of the sampling in marketing
research is non-probability in nature. Of the various non probability methods,
convenience sampling method is used in this study rather than using a table of random
number as in probability sampling. Convenience sampling means that the sampling
units are accessible, convenient and easy to measure.
The advantage of choosing a non-probability sampling methods is that the
sampling error will be lesser when compared to probability sampling.
SAMPLING UNIT:
The sampling unit forms the basis of the entire sampling procedure. It is that
which is actually chosen by the sampling process. The sampling unit may contain oneor more population elements. The sampling units in the study consist of the private
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employees, government employees, business people and others.
SAMPLE SIZE:
The sample consist of 100 customer selected from the Hyderabad using convenience
sampling method. Out of the customers selected for the study, some did not own four -
wheeler and some had not responded well. Hence they had to be replaced by other
customers.
4: Due to the limitation of span of time and limited resources survey was conducted
for a period of 8 weeks.
5: Improper response from customers and buyers, but it was minimal.
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Data Analysis
QUESTIONNAIRE
QUESTION NO1
1. Customers needs towards Toyota Cars.
PARTICULAR NO. OF RESPONDENT PERCENTAGE
(%)
BIG/FAMILY CAR 40 40%
LOOKS 21 21%
ECONOMICAL 24 24%
LUXARY/ COMFORT 15 15%
TOTAL 100 100%
Customers needs towards Toyota Cars. Table
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Pie chart of Interpretation1:
Figure :- Customers needs towards Toyota Cars.
From the Interpretation it is concluded that the major needs of the
customer towards Toyota
INTERPRETATION:-
40% customers had to buy a big or family car. 21% customers had to buy a new look or new model of the car. 24% customers had to buy an economical/reasonable car. 15% customer had to buy luxary and comfortable car.
40%
21%
24%
15%
BIG/FAMILY CAR
LOOKS
ECONOMICAL
LUXARY/COMFORTABLE
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QUESTION NO2
2.Value Perception of the Customers towards Toyota Cars
PARTICULAR NO.OF RESPONDENT PERCENTAGE
HIGH VALUE 36 36%
TOTAL VALUE 43 43%
SOMEWHAT VALUE 18 18%
NO VALUE 03 3%
TOTAL 100 100%
Table :-Value Perception of the Customers towards Toyota Cars
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Pie chart of Interpretation2:
Figure :- Value Perception of the Customers towards Toyota Cars
INTERPRETATION:-
From the Interpretation 2 it is concluded that.....
36% customers are getting high value from the Toyota 43% customers are getting total value from the Toyota 18% customers are getting little value from the Toyota only 3% customers are not getting value from the Toyota
36%
43%
18%
3%
HIGH VALUE
TOTAL VALUE
SOMEWHAT VALUE
NO VALUE
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QUESTION NO -3
3.Price of the Toyota Products:
PARTICULARS NO.OF RESPONDENT PERCENTAGE
VERY COSTLY 0 0%
COSTLY 25 25%
REASONABLE 75 75%
TOTAL 100 100%
Table :- Price of the Toyota Products
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Pie chart of Interpretation3:
Figure :- Price of the Toyota Products
INTERPRETATION:-
FROM THE INTERPRETATION 3 IT IS CONCLUDED THAT...
0% customers are not recognized Toyota as a very costly car. 25% customers are recognized it as a only costly car. 75% customers are very comfortable with the pr ice of the Toyota, and recognized it as
a reasonable car.
25%
75%
0
VERY COSTLY
COSTLY
RESONABLE
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QUESTION NO -4
4.Customers want Extra Facilities in Toyota cars
PARTICULER NO.OF RESPONDENT PERCENTAGE
MUSIC SYSTEM 21 21%
LUGGAGE SPACE 29 29%
SMALL REFRIGRETOR 18 18%
ULTRA POWER STEER. 14 14%
ABS 18 18%
TOTAL 100 100%
Table :- Customers wants Extra Facilities in Toyota cars
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Pie chart of Interpretation4:
Figure :- Customers wants Extra Facilities in Toyota cars
INTERPRETATION:-
From the Interpretation 4, it is concluded that...
21% customers want music system in Toyota Cars 29% customers want luggage space in Toyota Cars 18% customers having a unique demand, they want a small friz in the Toyota Cars 14% customers believe in comfortable driving and they want ultra power steering in
Toyota Cars
18% customers really believe in technology, they want abs in their Toyota Cars.
21%
29%
18%
14%
18%MUSIC SYSTEM
LUGGAGE SPACE
REFRIGRETOR
ULTRA POWER STEERING
ABS
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QUESTION NO -5
5. How customer got to know about Toyota
PARTICULAR NO. OF RESPONDENT NO. OF RESPONDENT
T.V ADVERTIESMENT 36 36%
FRIENDS 10 10%
NEWS PAPER 16 16%
MAGAZINES 16 16%
OTHERS 22 22%
TOTAL 100 100%
Table :- how customer got to know about Toyota
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Pie Chart of Interpretation - 5
Figure :- How customer got to know about Toyota
INTERPRETATION:-
From the Interpretation 5, it is concluded that...
36% customers got to know about Toyota through advertisement. 10% customers bought the Toyota through friends. 16% customers got to know about Toyota through newspaper. 16% customers go through the magazines. 22% customers got to know about the Toyota through other sources.
36%10%16%16%
22
T.V ADVERTIESMENT
FRIENDS
NEWSPAPER
MAGAZINES
OTHER
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QUESTION NO6
7.Mode of Purchase?
PARTICULAR NO. OF RESPONDENT PERCENTAGE
FINANCE 71 71%
CASH 29 29%
TOTAL 100 100%
Table :- Mode of Purchase...
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Pie chart of Interpretation - 6
Figure :- Mode of Purchase...
INTERPRETATION:-
From the Interpretation 6, it is concluded that...
71% of the Toyota customers have gone through the finance. 21% of the Toyota customers have gone through the cash.
71%
29%
FINANCE
CASH
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QUESTION NO7
7. Customer Satisfaction towards Toyota ?
PARTICULARS NO. OF RESPONDENT PERCENTAGE
HIGHLY SATISFIED 54 54%
SATISFIED 32 32%
DISSATISFIED 07 7%
HIGHLY DISSATISFIED 07 7%
TOTAL 100 100%
Table :- Customer Satisfaction towards Toyota
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Pie chart of Interpretation7
Customer Satisfaction towards ToyotaFigure
INTERPRETATION:-
From the Interpretation 7, it is concluded that...
o 54% customers are highly satisfied with the Toyota performance.o 32% customers are only satisfied with the Toyotao 7% customers are dissatisfied with the Toyotao 7% customers are really not happy with the Toyota product and they are highly
dissatisfied with the Toyota
54%32%
7%
7%
HIGHLY SATISFIED
SATISFIED
DIS SATISFIED
HIGHLY DIS SATISFIED
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QUESTION NO8
8. Influence to Purchase Toyota ?
PARTICULARS NO. OF RESPONDENTS PERCENTAGE
SELF DECISION 46 46%
KIDS 18 18%
FRIENDS 18 18%
OTHER FAMILY MEMBERS 18 18%
TOTAL 100 100%
Table :-Influence to Purchase Toyota
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Pie chart of Interpretation - 8
Figure :-Influence to Purchase Toyota
INTERPRETATION:-
from the interpretation 8, it is concluded that...
46% customers have taken self decision 18% customers decision was influenced by kids 18% customers decision was influenced by friends 18% customers were influenced by other family members including kids 54% customers are influenced by their family
46%
18%
18%
18%
SELF DECISION
KIDS
FRIENDS
OTHER FAMILY MEMBER
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QUESTION NO9
9. Role of Advertisements in Decision Making ?
PARTICULARS NO. OF RESPONDENTS PERCENTAGE
REALLY HELPFUL 54 54%
SOMETIME IT IS HELPFUL 36 36%
NOT HELPFUL 10 10%
TOTAL 100 100%
Table 6.1.9 Role of Advertisements in Decision Making
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Pie chart of Interpretation - 9
Figure :- Role of Advertisements in Decision Making
INTERPRETATION:-
From the Interpretation 9, it is concluded that...
54% customers believe that TV advertisement is really helpful in decision making. 36% customers said that, it is sometime helpful in decision making. Only 10% customers do not believe that, TV advertisement is not helpful in decision
making.
54%36%
10%
0
REALLY HELPFULL
SOMETIME IT IS HELPFUL
NOT HELPFULL
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QUESTION NO10
10. Availability of Spare Parts of Toyota ?
PARTICULAR NO. OF RESPONDENT PERCENTAGE
HARDLY AVAILABLE 32 32%
AVAILABLE 22 22%
EASILY AVAILABLE 46 45%
Total 100 100%
Availability of Spare Parts of ToyotaTable
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Pie chart Interpretation - 10
Availability of Spare Parts of ToyotaFigure
INTERPRETATION:-
From the Interpretation 10, it is concluded that...
32% customers are not happy with the availability of spare parts of Toyota 22% customers said that, spare parts of Toyota are available in the market. 46% customers are really happy with the availably of Toyota spare parts, they are
easily available in the market.
32%
22%
46%
0
HARDLY AVAILABLE
AVAILABLE
EASILY AVAILABLE
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QUESTION NO11
11. Customers Recommendation to others ?
PARTICULAR NO. OF RESPONDENT PERCENTAGE
INNOVA 64 64%
SCORPIO 11 11%
SAFARI 14 14%
XYLO 11 11%
TOTAL 100 100%
Table :- Customers Recommendation to others
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Pie chart of interpretation - 11
Figure :- Customers Recommendation to others
INTERPRETATION:-
From the Interpretation 11, it is concluded that...
64% customers would like to prefer Toyota Innova to their friends and familymembers.
11% customers would prefer Mahindra Scorpio to their friends and family members. 14% customer would prefer Tata Safari 11% customers would like to prefer Xylo to their friends and family members.
64%11%
14%
11%
TOYOTA INNOVA
MAHINDRA SCORPIO
TATA SAFARI
MAHINDRA XYLO
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QUESTION NO12
12. Customer Satisfaction with after Sales and Service ?
PARTICULAR NO. OF RESPONDENT PERCENTAGE
HIGHLY SATISFIED 21 21%
SATISFIED 57 57%
DISSATISFIED 11 11%
HIGHLY DISSATISFIED 11 11%
TOTAL 100 100%
Table 6.1.12 Customer Satisfaction with after Sales and Service
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Pie chart of Interpretation - 12
Figure :- Customer Satisfaction with after Sales and Service
INTERPRETATION:-
From the Interpretation 12, it is concluded that...
o 21% customers are highly satisfied with the after sale service of Toyota.o 57% customers are only satisfied with the after sale service of Toyota.o 11% customers are not satisfied with the after sale service of Toyota.o 11% customers are highly dissatisfied with the after sale service of Toyota.
21%
57%
11%
11%
HIGHLY SATISFIED
SATISFIED
DIS SATISFIED
HIGHLY DISSATISFIED
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QUESTION NO13
13. Company Contact & Communication after Sale ?
PARTICULAR NO. OF RESPONDENT PERCENTAGE
ONCE IN A MONTH 25 25%
ONCE IN A QUARTER 14 14%
ON EVERY OCCASION 14 14%
NEVER 46 46%
TOTAL 100 100%
Table :- Company Contact & Communication after Sale
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Pie chart of Interpretation - 13
Figure :- Company Contact & Communication after Sale
INTERPRETATION:-
From the interpretation 13, it is concluded that...
According to 25% customers, company contacts the customer once in a month.
According to 14% customers, company contacts the customer only once in a quarter.
According to 14% customers, company contacted the customer on every occasion.
According to 46% customers, company did not contact the customer till now.
25%
14%
14%
46%ONCE IN A MONTH
ONCE IN A QUARTER
ON EVERY OCCASION
NEVER
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LIMITATIONS
Taking the market conditions into consideration the survey, which includes a sample of100, was a respective one.
Due to the limitation of span of time and limited resources survey was conducted for aperiod of 8 weeks.
The geographic region covered for the survey was limited to the boundaries ofHyderabad City
Improper response from customers and buyers, but it was minimal.
The survey was conducted at the residential localities and the person who owns theToyota.
Minimal possible bias in administrating the questions at the survey conducted areas.
The reaction and attitude are subjected to changes according to the needs and time.
Some locations in the Hyderabad city were very difficult to find out, so to cover thoseareas I took telephonic interview.
Especially in telephone, customers were not responding properly. But it was
minimal.
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FINDINGS
Basing on the data gathered from the customers, which was analyzed, the following
observations are made.
Toyota is providing quality products to the customers.
By findingToyota as a family car, majority of the customers preferred it.
Toyota has an ability to give total value to the customers. Majority of the customers are really satisfied with the XYLOs price. The XYLOs
price is very reasonable when compared to the TATA SAFARI and TOYOTA
INNOVA.
Toyota Most of the customers are really satisfied with
Now days family members are playing a major role in buying pattern and especiallykids are playing a vital role in deciding the color of the car. Apart from that, majority
of the customers are taking their own decision in buying Toyota
Most of the customers are attracted to purchase Toyota through the TVBadvertisements. Also print media like magazines and newspapers Played a major role
Toyota in the sale of
79% customers have gone through the finance. Now it could be a great opportunity forthose banks, which are providing auto finance to the customers.
Large amount of customers believe that TV advertisements are really helpful indecision making. But some customers thought that, TV advertisement is not so much
helpful in decision making.
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Almost 78% customers are satisfied with the after sale services.
The spare parts of the Toyota are easily available in the market
Customers are really satisfied with Toyota and the majority of the customers wouldToyota suggest to their friends or family members to buy in future.
46% customers said that, Company did not contacted them even a single time afterthey bought the Toyota
Most of the customers wants music system and luggage space in the Toyota
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RECOMMENDATIONS
After analyzing the findings, the following recommendations have been
prepared. Great care has been taken in making these recommendation for improvement
of customer satisfaction:
A constant urge to upgrade and keep pace with the changing times gives organization
the competitive advantages or cutting edge over the competition.
The service centre must be ready with all type of spare parts all over the time.
The after sale service has to be improved and make availability at service centre evenin rural areas so as to face the competition existing in the MPV segments.
Introduce new multicolor graphics, which would be attracting more people, especiallykids.
There is very less advertising for Toyota. The advertising has to be done repeatedly sothat the brand awareness could be maintained and new customers are attracted, which
helps in improving the market share.
Introduce low installments and low down payment schemes to attract more people.
Satisfy existing customers by giving more values and offers.
Company has to contact the customers more and more frequently.
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CONCLUSION
1. The in depth analysis encompassing all most all aspects of the automobileindustry has reveled that customer satisfaction plays a very important role in
the success of products.
2. The analysis reveals that undoubtedly Toyota has good quality and competeswith other companies.
3. The information gathers from the respondents clearly support the view heldthat Toyota is first position in the automobile industry.
4. The analysis reveals that at the pioneering stage it maintain the sales of Toyotais first position and, introduced many new model with different price range.
5. Advertising also plays an important role for success of the product. Theinformation gather from respondents reveal that Toyota has more models when
compared with its competitors, and the price range of Toyota has less when
compared with its competitors. This is also one of the reason for good sales.
6. The sale of Toyota is more because it has created its own image and gain brandloyalty among customers.
7. The price range of Toyota is very high and the marketing of the product is notthat effective
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ANNEXTURE
A STUDY ON THE PERCEPTIONOF COSUMER BEHAVIOR
Questionnaire
PERSONAL INFORMATION
Dear sir/ Madam,I SUBBARAO.K conducting a survey on a study on the
perception of consumer behavior in Radha Krishna Toyota
This survey is a part of my partial fulfillment of MBA course.
Please provide relevant information by filling this questionnaire to make my
survey more comprehensive. All details from your part will be kept
confidential.
]
Name: ..
Sex: a) Male b) Female
Contact no:
ADRESS:
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Q1: Customers needs towards Toyota Cars.
(1)BIG/FAMILYCAR (2) LOOKS (3)ECONOMICAL (4) LUXARY/COMFORT
Q2: .Value Perception of the Customers towards Toyota Cars
(1)High Value (2) Total Value (3) Somewhat Value (4) Nothing
Q3: How is price of the TOYOTA?
(1)Very costly (2) Costly (3) reasonable
Q4: What do you want extra Facilities in TOYOTA?
(1) MUSIC SYSTEM(2) LUGGAGE SPACE (3) SMALL REFRIGRETOR
(4) ULTRA POWER STEER. (5) ABS
Q5: How do you got to know about TOYOTA?
(1)Advertisement (2) Friends (3) Newspaper (4) Magazines (5) Others
Q6: Mode of purchase?
(1)Finance (2) CashQ7: Who influence to purchase TOYOTA?
(1)Self Decision (2) Kids (3) Friends (4) Other Family MemberQ8: How much you are satisfied with TOYOTA
(1)Highly satisfied (2) Satisfied (3) Highly Dissatisfied (4) Dissatisfied
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Q9: Is advertisement is helpful for decision making?
(1)Really helpful (2) Sometime helpful (3) It is not helpful
Q10: Availability of TOYOTA Spare parts.
(1) Hardly Available (2) Available (3) Easily Available
Q11: Brand Preference?
(1) Xylo (2) Scorpio (3) Safari (4) Innova
Q12: Are you satisfied with the after sale service of TOYOTA
(1) Highly satisfied (2) Satisfied (3) Dissatisfied (4) Highly
Dissatisfied
Q13: How is your Company contact?
(1)Once in a month (2) once in quarter (3) On every Occasion (4) Never
Signature of the customer
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74
BIBLIOGRAPHY
BOOKS AUTHOR
MARKETING MANAGEMENT PHILLIP KOTLER, KOSHI & JHA
PRINCIPAL OF MARKETING PHILIP KOTLER AMSTRONG
RESEARCH METHODOLOGY R.C KOTHARI
CONSUMER BEHAVIOR LOUDON & DELLA BITTA
WEBSITES:
http://www.mahindra.com
http://www.carwale.com
http://www.google.com
http://www.Toyotabharat.com
PRINT MEDIA:
THE TIMES OF INDIA THE HINDU AUTO EXPO MAGAZINES AUTO CAR MAGAZINES BUSINESS WORLD MAGAZINES
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