INTRODUCTION TO STUDY

Customer satisfaction is a marketing term that measures how products or services supplied by a
company meet or surpass a customer’s expectation.

Customer satisfaction is important because it provides marketers and business owners with a
metric that they can use to manage and improve their businesses.

Here are the top six reasons why customer satisfaction is so important:

1. It’s a leading indicator of consumer repurchase intentions and loyalty

2. It’s a point of differentiation
3. It reduces customer churn
4. It increases customer lifetime value
5. It reduces negative word of mouth
6. It’s cheaper to retain customers than acquire new ones

1. it’s a leading indicator of consumer repurchase intentions and loyalty

Customer satisfaction is the best indicator of how likely a customer will make a purchase in the
future. Asking customers to rate their satisfaction on a scale of 1-10 is a good way to see if they
will become repeat customers or even advocates.

Any customers that give you a rating of 7 and above, can be considered satisfied, and you can
safely expect them to come back and make repeat purchases. Customers who give you a rating of
9 or 10 are your potential customer advocates who you can leverage to become evangelists for
your company.

Scores of 6 and below are warning signs that a customer is unhappy and at risk of leaving. These
customers need to be put on a customer watch list and followed up so you can determine why
their satisfaction is low.

See how satisfaction provides so much insight into your customers?

That’s why it’s one of the leading metrics businesses use to measure consumer repurchase and
customer loyalty.
2. it’s a point of differentiation

In a competitive marketplace where businesses compete for customers; customer satisfaction is

seen as a key differentiator. Businesses who succeed in these cut-throat environments are the
ones that make customer satisfaction a key element of their business strategy.

Picture two businesses that offer the exact same product. What will make you choose one over
the other?

If you had a recommendation for one business would that sway your opinion? Probably. So how
does that recommendation originally start? More than likely it’s on the back of a good customer
experience. Companies who offer amazing customer experiences create environments where
satisfaction is high and customer advocates are plenty.

This is an example of where customer satisfaction goes full circle. Not only can customer
satisfaction help you keep a finger on the pulse of your existing customers, it can also act as a
point of differentiation for new customers.

3. It reduces customer churn

An Accenture global customer satisfaction report (2008) found that price is not the main reason
for customer churn; it is actually due to the overall poor quality of customer service.

Customer satisfaction is the metric you can use to reduce customer churn. By measuring and
tracking customer satisfaction you can put new processes in place to increase the overall quality
of your customer service.

I recommend you put an emphasis on exceeding customer expectations and ‘wowing’ customers
at every opportunity. Do that for six months, than measure customer satisfaction again. See
whether your new initiatives have had a positive or negative impact on satisfaction.

4. It increases customer lifetime value

A study by InfoQuest found that a ‘totally satisfied customer’ contributes 2.6 times more revenue
than a ‘somewhat satisfied customer’. Furthermore, a ‘totally satisfied customer’ contributes 14
times more revenue than a ‘somewhat dissatisfied customer’.

Satisfaction plays a significant role in how much revenue a customer generates for your business.
Successful businesses understand the importance of customer lifetime value (CLV). If you
increase CLV, you increase the returns on your marketing dollar.

For example, you might have a cost per acquisition of $500 dollars and a CLV of $750. That’s a
50% ROI from the marketing efforts. Now imagine if CLV was $1,000. That’s a 100% ROI!

Customer lifetime value is a beneficiary of high customer satisfaction and good customer
retention. What are you doing to keep customers coming back and spending more?

5. It reduces negative word of mouth

McKinsey found that an unhappy customer tells between 9-15 people about their experience. In
fact, 13% of unhappy customers tell over 20 people about their experience.

That’s a lot of negative word of mouth.

How much will that affect your business and its reputation in your industry?

Customer satisfaction is tightly linked to revenue and repeat purchases. What often gets forgotten
is how customer satisfaction negatively impacts your business. It’s one thing to lose a customer
because they were unhappy. It’s another thing completely to lose 20 customers because of some
bad word of mouth.

To eliminate bad word of mouth you need to measure customer satisfaction on an ongoing basis.
Tracking changes in satisfaction will help you identify if customers are actually happy with your
product or service.

6. it’s cheaper to retain customers than acquire new ones

This is probably the most publicized customer satisfaction statistic out there. It costs six to seven
times more to acquire new customers than it does to retain existing customers.

If that stat does not strike accord with you then there’s not much else I can do to demonstrate
why customer satisfaction is important.

Customers cost a lot of money to acquire. You and your marketing team spend thousands of
dollars getting the attention of prospects, nurturing them into leads and closing them into sales.

Why is it that you then spend little or no money on customer retention?

Imagine if you allocated one sixth of your marketing budget towards customer retention. How do
you think that will help you with improving customer satisfaction and retaining customers?

Here are some customer retention strategies to get you thinking:

 Use blogs to educate customers

 Use email to send special promotions
 Use customer satisfaction surveys to listen
 Delight customers by offering personalized experiences
 Measure satisfaction to see how happy your customers really are

Lee Resource Inc. found that for every customer complaint there are 26 other unhappy customers
who have remained silent.

That is an alarming statistic. Most companies think they are the best and they have no unhappy
customers. The reality is, 96% of unhappy customers don’t complain. In fact, 1Financial
Training Services found that most simply just leave and never come back.

What are you doing to measure customer satisfaction and identify unhappy customers?

Customer satisfaction plays an important role within your business. Not only is it the leading
indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase
revenue; it is also a key point of differentiation that helps you to attract new customers in
competitive business environments.

I hope this blog post has shed light on why customer satisfaction is so important to the success of
your business. Written by Ross Beard.
Is an Indian consumer ready for more?
Which is the driving motive behind the effective demand of the car?
Is the introduction of new models, going to effect the buying decision of consumer?
In other words, from the spread of choices offered by various manufacturers under various
segments, which one, of the customer will finally turn the ignition on and drive.
Customer satisfaction index: some of the most advance thinking in the business world
recognizes that customer relationships are best treated as assets, and that methodical
analysis of these relationships can provide a road map for improving them.
“If you cannot measure it, you cannot improve it.” – Lord William Thomson Kelvin (1824-
1907) “
The fact that word of mouth sales are a big deal in this industry has also helped. Industry
players and market surveys reveal that 20-30 percent of sales are through word of mouth”.
For the purpose of the project has undergone through:
• Surveying the relevant consumer base through exhaustive questionnaire.
• Understanding the elements underplaying in premium segment.
• Deducing an analytical overview through different statistical methods.
The research objective is a statement, in as precise terminology as possible, of what
information is needed. The research objective should be framed so that obtaining the
information will ensure that the research purpose is satisfied.
Research objective have three components.
RESEARCH QUESTION
The research question specifies the information the decision making needs. The responsibility
of the researcher is to make the research questions as specific and precise as possible. The
research question asks what specific information is required to achieve the research purpose,
or answer the research problem. If the research questions are answered by the research, then
the information should aid the decision maker.
DEVELOPMENT OF HYPOTHESES
A hypotheses is a possible answer to a question. Development of hypotheses implies
generating basically alternative answers to research questions. The research determines
which of these alternative answers is correct. It is not always possible to develop hypotheses,
but efforts should be made.
SCOPE OR BOUNDARIES OF THE RESEARCH
Defining the scope of the research or the research boundaries ensures the desired precision
or accuracy of the result.
7Objectives of Study
The researcher’s responsibility is to restate the initial variables associated with the decision
problem, that is convert the research problem, in the form of one or more key question
formats
How • What • Where • When • Why
The study has been undertaken to analyze the customer satisfaction towards Premium
segment cars in India in Gurgaon (Haryana) with a special reference to the Honda motors, the
other objectives are:
To gather information about customer satisfaction toward premium segment for inter
brand comparison in Gurgaon (Haryana).
To know the customer perception about features, maintenance cost and looks of cars.
To know the customer satisfaction level of car owners of premium segment.
To do comparative analysis of four similar products from four different brands.
To know which brand reached the customer expectation in premium segment.

SCOPE OF THE STUDY

It is aimed to study the car market and buying behavior of the customer. The project is
analyzed by the demographic, psychographic and buying characteristics of thecustomers in
buying the premium segment car. It includes the detailed study of customers focusing on the
various parameters that lead to identifying and understanding the perception of the customer in
buying the car brands.

SIGNIFICANCE OF THE STUDY

A brand is a set of expectations and associations evoked from company or product. A
brand is how key constituents- customers, employees etc. experiences what you do. Some brands
are of such great importance to people, that we speak of them as a part of one’s life and identity,
being used to express one. Some would say that these brands have their own personality, the
brand perception, which can be defined as the set of human characteristics associated with a
given brand.
Because many people interact with brand as though they were other people, it is important to
understand what a brand perception consists of, and how its characteristics can be used to affect
the relationship between the brands and its users.
9
Knowing and understanding the brand perception gives a good insight into this relationship, and
into peoples’ attitudes towards the brand, and is also an important guide to communicating the
brand.
Like apparel and lifestyles brands, a car is extension of one’s perception. People buy cars which
either matches their personalities or those which provide them opportunities of being perceived
as somebody they aspire to be. This becomes significant as consumers move up the value chain
from small compact cars to midsize and upwards.
OBJECTIVE OF STATEMENT

PRIMARY OBJECTIVE

 To know the customer satisfaction of LANSON TOYOTA

SECONDARY OBJECTIVE

 To know the customer satisfaction of product.

 To know the customer satisfaction of price.

 To know the customer satisfaction of place.

 To know the customer satisfaction of promotion.

 To know the customer satisfaction about futures maintenancen cost and looks of cost.

 To know the customer satisfaction level of car owners of premium segment.

SCOPE OF STUDY
 To study the car market and buying behaviour of the customer.
 The project is analysed by the demographic, psychographic and buying characteristics of the
customer in buying the primium segment cars.
 It includes the detailed study of customers focusing on the various parameters that lead to
identifing and understanding the perception of the customer in buying the car brands.

NEED OF THE STUDY

 To know the customer satisfaction on TOYOTA.
 To understand the needs of the customers.
 To identify the TOYOTA strength and weakness.

LIMITATION OF THE STUDY

 Time limitations for compeling the project
 The data obtained in some cases may be biased.
 CHAPTER 2
BACKGROUND OF STUDY
2.1 AUTOMOBILE INDUSTRY PROFILE

introduction
India became the fourth largest auto market in 2018 with sales increasing 8.3 per cent year-on-
year to 3.99 million units. It was the seventh largest manufacturer of commercial vehicles in
2018.
The four Wheelers segment dominates the market in terms of volume owing to a growing middle
class and a young population. Moreover, the growing interest of the companies in exploring the
rural markets further aided the growth of the sector.
India is also a prominent auto exporter and has strong export growth expectations for the near
future. Automobile exports grew 14.50 per cent during FY19. It is expected to grow at a CAGR
of 3.05 per cent during 2016-2026. In addition, several initiatives by the Government of India
and the major automobile players in the Indian market are expected to make India a leader in the
two-wheeler and four-wheeler market in the world by 2020.
Market Size
Overall domestic automobiles sales increased at 6.71 per cent CAGR between FY13-19 with
26.27 million vehicles getting sold in FY19. Domestic automobile production increased at 6.96
per cent CAGR between FY13-19 with 30.92 million vehicles manufactured in the country in
FY19.
In FY19, year-on-year growth in domestic sales among all the categories was recorded in
commercial vehicles at 17.55 per cent followed by 10.27 per cent year-on-year growth in the
sales of three-wheelers.
Premium motorbike sales in India crossed one million units in FY18. During January-September
2018, BMW registered a growth of 11 per cent year-on-year in its sales in India at 7,915 units.
Mercedes Benz ranked first in sales satisfaction in the luxury vehicles segment according to J D
Power 2018 India sales satisfaction index (luxury).
Sales of electric two-wheelers are estimated to have crossed 55,000 vehicles in 2017-18.
Investments
In order to keep up with the growing demand, several auto makers have started investing heavily
in various segments of the industry during the last few months. The industry has attracted
Foreign Direct Investment (FDI) worth US$ 22.35 billion during the period April 2000 to June
2019, according to data released by Department for Promotion of Industry and Internal Trade
(DPIIT).
Some of the recent/planned investments and developments in the automobile sector in India are
as follows:

 Audi India plans to launch nine all-new models including Sedans and SUVs along with
futuristic e-tron electric vehicle (EV) by the end to 2019.
 MG Motor India to launch MG ZS EV electric SUV in early 2020 and plans to launch
affordable EV in next 3-4 years.
 BYD-Olectra, Tata Motors, Ashok Leyland to supply 5,500 electric buses for different
state departments.
 Premium motorbike sales in India recorded seven-fold jump in domestic sales reaching
13,982 units during April-September 2019. The sale of luxury cars stood between 15,000
to 17,000 in first six months of 2019.
 In H1 2019, automobile manufacturers invested US$ 501 million in India’s auto-tech
companies start-ups, according to Venture intelligence.
 For self-driving and robotic technology start-ups, Toyota plans to invest US$100 million.
 In India, 7 Series face lift launched by BMW and the new X7 SUV has been introduced
at Rs 98.90 lakh (US$ 0.14 million).
 Ashok Leyland has planned a capital expenditure of Rs 1,000 crore (US$ 155.20 million)
to launch 20-25 new models across various commercial vehicle categories in 2018-19.
 Hyundai is planning to invest US$ 1 billion in India by 2020. SAIC Motor has also
announced to invest US$ 310 million in India.
 Mercedes Benz has increased the manufacturing capacity of its Chakan Plant to 20,000
units per year, highest for any luxury car manufacturing in India.
 As of October 2018, Honda Motors Company is planning to set up its third factory in
India for launching hybrid and electric vehicles with the cost of Rs 9,200 crore (US$ 1.31
billion), its largest investment in India so far.
 In November 2018, Mahindra Electric Mobility opened its electric technology
manufacturing hub in Bangalore with an investment of Rs 100 crore (US$ 14.25 million)
which will increase its annual manufacturing capacity to 25,000 units.
Government Initiatives
The Government of India encourages foreign investment in the automobile sector and allows 100
per cent FDI under the automatic route.
Some of the recent initiatives taken by the Government of India are -

 Under Union Budget 2019-20, government announced to provide additional income tax
deduction of Rs 1.5 lakh (US$ 2,146) on the interest paid on the loans taken to purchase
EVs.
 The government aims to develop India as a global manufacturing centre and an R&D
hub.
 Under NATRiP, the Government of India is planning to set up R&D centres at a total
cost of US$ 388.5 million to enable the industry to be on par with global standards.
 The Ministry of Heavy Industries, Government of India has shortlisted 11 cities in the
country for introduction of electric vehicles (EVs) in their public transport systems under
the FAME (Faster Adoption and Manufacturing of (Hybrid) and Electric Vehicles in
India) scheme. The government will also set up incubation centre for start-ups working in
electric vehicles space.
 In February 2019, the Government of India approved the FAME-II scheme with a fund
requirement of Rs 10,000 crore (US$ 1.39 billion) for FY20-22.
2.1 COMPANY PROFILE

LANSON TOYOTA

The History Of Toyota - At A Glance

Toyota is one of the biggest vehicle manufacturers, and one of the most widely known
companies, in the world today.

Weaving History

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.
Toyota's Founder Mr. Sakichi1950 Toyota Corolla
MODELS

 Etios Liva
 Platinum Etios
 Etios Cross
 Innova Touring Sport
 Innova Crysta
 Corolla Altis
 Fortuner
 Camry Hybrid
 Prius
 Land Cruiser Prado
 Land Crusier

EXPRESS MAINTENANCE

EM60 provides High Quality Express Maintenance in just 60 minutes. Three specially trained
technicians work simultaneously to reduce time. Quality check is an inherent part of each
process. Specially designed Express Maintenance tools and techniques ensure quality job in just
60 minutes.
QUICK ROAD SIDE ASSISTANCE

Quick Support Anywhere & Anytime with 24X7 Road Side Assistance. Call Toll Free 1800 102
5001 or with Toll 01242355001 / Download Toyota Assistance India App from Google Play
store or Apple i-store. Toyota Road Side Assistance is Free up to 3 years & it can be availed up
to 8 years at nominal cost at your Nearest Toyota Dealer.

THE SERVICE SUPER MARKET

Toyota Dealership is One Stop Shop for all vehicle service needs! Experience all services under
one roof at our world class dealerships with world class infrastructure. Our 250+ Dealer Network
offers range of products, services to cater to all service needs including Tyre, Battery, Car Spa &
Beautification, Insurance through the best associates in the industry. Body & Paint Services as
well as used car sales services at the same facility make your vehicle ownership pleasant &
totally hassle free.

BEST IN CLASS WARRANTY

Toyota ensure to provide complete peace of mind by providing assurance of repair / replacement
within the period of 100,000km / 3years, whichever is earlier . The date as mentioned in the
delivery note given during first sale to be considered for Warranty related enquiries. Items not
covered under warranty are explained in “Owner’s manual”.
VEHICLE PICK UP & DROP

Toyota like taking the customers hassles of picking / dropping the car for service from / at their
convenient location. We value your time & your trust on Toyota Quality Service.
QUALIFIED MANPOWER
Toyota Service Showroom ensure the best of personnel are taking care of the customer’s Toyota
vehicle to get the repairs right in First time. The labours and employees are recruited from the
best technical institutes supported by Toyota & constantly improved through various Skill
contests. The labours are trained through Toyota Global Training Service System & is equipped
to use hi-tech tools & equipment. The manpower, be assured, Gets it right, “First time...Every
time”.

INSTANT SERVICE STATUS INFORMATION

Toyota ensure to the customers to stay updated about their vehicle, no matter where they are!
Our evolutionary customer relationship building tool (CRB)constantly updates live status while
the customers wait for their vehicle at customer lounge at all Toyota Dealerships.When outside,
receive prompt updates through SMS on Repair Estimation, Estimated Delivery time, Repair
Completion, Delivery & Invoice.

WORLD CLASS SERVICE NETWORK

World Class facilities and infrastructure designed for your comfort & convenience are available
at 250+ locations in India. The Toyota Service Dealerships are the best place for all service
needs e.g. Tyre& Battery Replacements, Insurance renewal, Car spa treatments etc. Also Toyota
presenting in addition to Toyota’s Standard Manufacturer Vehicle Warranty of 3 Years /
1,00,000 kms.
Lanson Motors Pvt Ltd in neelakarai,Chennai

An authorized sales and service dealership , Lanson Motors Pvt Ltd in Chennai has been
in the business ever since the year 2007.Tn a short span of time, the place made a name for itself
as well as increased its patrons base tremendously.Ever since its inception, the showroom has
always ensured that it maintains a high standard when it comes to servicing its guests.The
establishment endeavours to achieve the highest level of customer satisfaction and improving the
buying experience for its customers. During its time in the business, the company has constantly
made evident effort to keep abreast with the needs of the customers alongside the growing
market. Understanding that options are galore , this showroom makes the reasearching,buying
and selling as well as post sales engagements easy and uncomplicated. Undoubtedly this is one
of the best Car Dealers at Neelankarai, Chennai.

Lanson Motors Pvt Ltd at Neelankarai meets all the requirements that one can possibly
have in terms of Four-Wheeler Vehicles. Apart from ensuring the sales of these vehicles ,the
outlet also offers post sale services. The sales staff employed here pays keen attention to the
requirements of the potential buyers and makes appropriate suggestions by explaining the
features , specifications and pricing of the vehicles. Those looking to change or replace parts of
their cars can approach the center as they also deal with various authentic car accessories .
2.3 PRODUCTS PROFILE

Models and Types of Car :

Toyota offers 10 new car models in India. Innova Crysta, Fortuner and Platinum Etios are among
the popular cars from Toyota. Toyota Etios Liva is the lowest priced model at Rs. 5.54 lakh and
Toyota Land Cruiser is the highest priced model at Rs. 1.37 crore.

Toyota Cars Prices in India

1. Toyota Innova Crysta

MODELS PRICE(in FUEL TANSMISSION POWER TORQUE

lakhs) TYPE
GX 7S AT Rs.16.45L Diesel Automatic 171.5bhp@3400rpm 360Nm@1200rpm
G 7S Rs.13.52L Diesel Manual 147.8bhp@3400rpm 343Nm@1400-
2800rpm
G 8S Rs.13.56L Diesel Manual 147.8bhp@3400rpm 343Nm@1400-
2800rpm
2.7 GX 7S Rs.14.06L Petrol Manual 163.7bhp@5200rpm 245Nm@4000rpm
2.7 GX 8S Rs.14.11L Petrol Manual 163.7bhp@5200rpm 245Nm@4000rpm
 2.Toyota Fortuner

MODELS PRICE(in ENGINE POWER TORQUE TOP

lakhs) DISPLAY SPEED
(KMPH)
2.7 4x2 MT Rs.26.20 L 2694 cc 163.7bhp@5200rpm 245NM@1600- NA
2400rpm
2.8 4x2 MT Rs.27.80L 2755 cc 174.5bhp@3400rpm 420Nm@1600- NA
2400
2.7 4x2 AT Rs.27.89L 2694 cc 163.7bhp@5200rpm 245Nm@4000rpm NA
2.8 4x2 AT Rs.30.12L 2755 cc 174.5bhp@3400rpm 450Nm@1600- NA
2400rpm
2.8 4x4 MT Rs.30.23L 2755 cc 174.5bhp@3400rpm 450Nm@1600- NA
2400rpm
TRD Rs.31.61L 2755 cc 174.5bhp@3400rpm 450Nm@1600- NA
Sportivo 2400
2.8 2WD
AT
2.8 4x4 AT Rs.31.99L 275 cc 174.5bhp@3400rpm 450Nm@1600- NA
2400 rpm

3.Toyota Platinum Etios

MODELS PRICE(in MILEAGE ENGINE TRANSMISSION FUEL

lakhs) DISPLAY TYPE
V Rs.7.09L 16.78kmpl 1496 cc Manual Petrol
G Rs.6.80L 16.78kmpl 1496 cc Manual Petrol
VX Rs.7.69L 16.78kmpl 1496 cc Manual Petrol
GD Rs.7.90L 23.59kmpl 1364 cc Manual Diesel
VD Rs.8.19L 23.59kmpl 1364 cc Manual Diesel
VXD Rs.8.79L 23.59kmpl 1364 cc Manual Diesel
 4.Toyota Etios Liva

MODELS PRICE(in MILEAGE ENGINE TRANSMISSIO FUEL

lakhs) DISPLAY N TYPE
V Rs.5.72L 1771kmpl 1197 cc Manual Petrol
G Rs.5.49L 1771kmpl 1197 cc Manual Petrol
1.2 V Dual Rs.5.82L 1771kmpl 1197 cc Manual Petrol
Tone
VX Rs.6.21L 1771kmpl 1197 cc Manual Petrol
1.2 VX Dual Rs.6.26L 1771kmpl 1197 cc Manual Petrol
Tone
GD Rs.6.77L 23.59kmpl 1364 cc Manual Diesel
VD Rs.6.95L 23.59kmpl 1364 cc Manual Diesel
1.4 VD Dual Rs.7.02L 23.59kmpl 1364 cc Manual Diesel
Tone
VXD Rs.7.36L 23.59kmpl 1364 cc Manual Diesel
1.4 VXD Rs.7.38L 23.59kmpl 1364 cc Manual Diesel
Dual Tone
5.Toyota Corolla Altis
MODELS PRICE(in FUEL TRANSMISSION POWER TORQUE
lakhs)
TYPE
1.8 G Rs.15.70L Petrol Manual 138.03bhp@6400rpm 173Nm@4000rpm
1.4 DG Rs.17.16L Diesel Manual 87.2bhp@3800rpm 205Nm@1800-
2800rpm
1.8 G CVT Rs.17.31L Petrol Automatic 138.03bhp@6400rpm 173Nm@4000rpm
1.8 GL Rs.18.07L Petrol Manual 138.03bhp@6400rpm 173Nm@4000rpm
1.4 DGL Rs.18.81L Diesel Manual 87.2bhp@3800rpm 205Nm@1800-
2800rpm
1.8 VL Rs.19.64L Petrol Automatic 138.03bhp@6400rpm 173Nm@4000rpm
CVT

6.Toyota Camry
MODELS PRICE(in ENGINE POWER TORQUE TOP
lakhs) DISPLAY SPEED
(KMPH)
2.5 Hybrid Rs.37.22L 2494 cc 157.7bhp@5700rpm 213Nm@4500rpm 200
2.5L AT Rs.29.75L 2494 cc 178.4bhp@6000rpm 233Nm@4100rpm 210
7.Toyota Prius

MODELS PRICE(in MILEAGE TRANSMISSION ENGINE FUEL

lakhs) DISPLAY TYPE
Z8 Rs.44.07L 26.27kmpl Automatic 1798 cc Petrol
NEW* (yet to be 23.91kmpl Automatic 1798 cc Petrol
Announced)
 8.Toyota Etios Cross

MODELS PRICE(in MILEAGE ENGINE TRANSMISSIO FUEL

lakhs) DISPLAY N TYPE
V Rs.7.93L 16.78kmpl 1496 cc Manual Petrol
G Rs.6.41L 17.71kmpl 1197 cc Manual Petrol
1.2GX Rs.6.60L 17.71kmpl 1197 cc Manual Petrol
Edition
GD Rs.7.57L 23.59kmpl 1364 cc Manual Diesel
VD Rs.7.88L 23.59kmpl 1364 cc Manual Diesel
1.4 VD X Rs.8.16L 23.59kmpl 1364 cc Manual Diesel
Edition
 9.Toyota Land Cruiser Prado

MODEL VX L
PRICE (in lakhs) Rs.88.86L
ENGINE DISPLAY 2982 cc
TORQUE 410Nm@1600-2800rpm
SUNROOF NA
POWER 170.30@3400rpm
TOP SPEED (KMPH) 180
ADJUSTABLE DRIVER SEAT Yes
 10.Toyota Land Cruiser

MODEL VX
PRICE (in crores) Rs.1.35 crore*
ENGINE DISPLAY 4461 cc
TORQUE 650Nm@1600-2600rpm
SUNROOF NA
POWER 261.49bhp@3400rpm
TOP SPEED (KMPH) 175
ADJUSTABLE DRIVER SEAT Yes

2.3 Theories related to the topic

From the beginning of the “customer service revolution” almost 20 years ago, business
consultants, corporations and others have worked to identify the characteristics of
organisations that consistently please their customers. As a result, more than 15,000
academics and trade articles have been published on the topic of customer satisfaction
since the past two decades (Peterson and Wilson, 1992).

In today’s business world where most firms are adopting a market oriented strategy, there
have been several conferences and extensive literature reviews devoted to the subject
matter to develop tools for monitoring customer satisfaction, and to build continuous, quality
improvement systems that respond to consumer feedback (Oriola, 2007; Shelton, 2000;
White, 1999). As a matter of fact, this has led to the development of five distinct theories of
customer satisfaction. Most of these theories are based on cognitive approach; some with
less benchmark importance, while other theories have been introduced without any
empirical research. The five theories include:

(1) Paradigm of disconfirmation expectations,

(2) The theory of comparative level

(3) Equity theory,

(4) Norms as a benchmark standard,

(5) Theory of perceptual disparity value (Natalisa Diah, 2000: 63).

What is customer satisfaction?

Customer satisfaction is about assessing customer attitudes about products, services and
brands. While it’s always been smart to keep customers happy (Kotler 2003), the term
“customer satisfaction” became popularized in the 1980’s with the total quality movement.
Therefore customer satisfaction postulate as one of the main indicators of business
performance. It results to repurchase behavior (Bolton, 1998; Fornell, 1992), positive word-
of-mouth referrals (Oh, 1999), fewer complaints (Bearden and Teel, 1983; Fornell et al.,
1996), and a smaller set of alternative offers considered in purchase decisions (Lapersonne
et al., 1995). These influences on consumer behavior cause customer satisfaction to reduce
marketing costs (Reichheld and Sasser, 1990), warranty costs (Garvin, 1988), and the
business risk (Fornell et al., 2006) and contribute to enhance sales (Gómez et al., 2004),
profitability (Anderson et al., 1994; Ittner and Larcker, 1998), stock value (Anderson et al.,
2004; Ikeshoji and Enkawa, 2004), and the overall corporate image (Anderson and Sullivan,
1993; Johnson et al., 2001).
Therefore, accurate measurement of customer satisfaction through reliable consumer
feedback is vital for developing effective management strategies coupled with allowing
managers to implement satisfaction improvement programs. As a result, there has been the
development of five distinct theories (Natalisa Diah, 2000: 63) to explain the concept of
customer satisfaction, with strong support for the expectancy disconfirmation theory,
developed by Richard Oliver (1980), as it is the most widely adopted model by firms in
today’s business world.

Adapted EDT (R)

Figure 3- EDT Schematic adapted from Nevo (Nevo, 2005).

As a matter of fact, the expectancy disconfirmation paradigm (EDP) has become the
dominant stepping stone used by both the public and private sector, to assess customer
satisfaction (Brookes, 1995, p.10). The main components of this model are; Expectation,
Perceived Performance, Disconfirmation and, Satisfaction. It thus focuses on the gap
between performance and expectations. Expectation-confirmation framework is based on
the ideology that expectations, coupled with perceived performance, result in post purchase
satisfaction. Expectations reflect anticipated behavior (Churchill and Suprenant, 1982).
Expectations serve as the comparison standard in ECT , thereby making satisfaction a
function of the baseline effect of expectations’ (Devlin et al. 2002, p.119). Therefore the
disconfirmation judgment formed inevitably affect satisfaction, either positively or negatively.
In line with this, if a product/service surpasses expectations (positive disconfirmation) post-
purchase satisfaction will result, while if perceive performance is equal to expected
performance, this will create a neutral feeling know as confirmation. If on the other hand, a
product falls short of expectations (negative disconfirmation) the consumer is likely to be
dissatisfied (Oliver, 1997: 104).

Chapter - 3
RESEARCH METHODOLOGY
Research Methodology

Methodology is a way to systematically solve research problems. It explains the various steps
that are generally adopted by a researcher in studying the research problem with the logic behind
them.Using Essl software the no of employees absent in the organization will be identified.
Research Design

A research design is the detailed blue print used to guide a research study towards it’s objecti

ves. It helps to collect, measure and analysis of data. The present study seeks to findabout the
employee absenteeism in Fourrts India Pvt ltd. So this makes this study a descriptive research.

Sources of Data Collection

The collection of data is considered to be one of the most important aspects in the research
methodology. Both primary and secondary data is used in this study in order to meet the
requirements of the purpose.

Primary Data

Primary data are those data which are collected for the first time and are thus fresh in nature.
They are first-hand information. Under this study primary data was collected by using structured
questionnaire. The primary data has been collected through the questionnaire .The questionnaire
consists of number of questions printed in a definite order on a form. The primary data was
collected from hinduja tech pvt ltd.

Secondary Data

The secondary data are sourced from various website, magazines, books, periodical surveys.

Hypothesis

Hypothesis may be defined as a proposition or a set of propositions set forth as an explanation

for the occurrence of some specified group of phenomena either asserted merely as a provisional
conjecture to guide some investigation in the light of established facts (Kothari, 1988). A
research hypothesis is quite often a predictive statement, which is capable of being tested using
scientific methods that involve an independent and some dependent variables.

Hypothesis-Testing Research Design

Hypothesis-Testing Research Designs are those in which the researcher tests the hypothesis of
causal relationship between two or more variables. These studies require procedures that would
not only decrease bias and enhance reliability, but also facilitate deriving inferences about the
causality. Generally, experiments satisfy such requirements. Hence, when research design is
discussed in such studies, it often refers to the design of experiments.

Sampling Design

Sampling is a method of selecting experimental units from a population so that we can make
decision about the population. Sampling Design is design or a working plan, that specifies the
population frame, sample size, sample selection, and estimation method in detail. Objective of
the sampling design is to know the characteristic of the population.

Sampling Technique

Judgemental Sampling

Sample Size

A sample size of 110 has been taken into consideration.

Tools for Data Analysis

The data has been mainly analysed by using the following rudimentary methods and tests.

 One Way ANOVA

 Correlations
 Pearson Chi-Square Test

The entire test was done in SPSS Software version 20

One Way ANOVA

One way analysis of variance is a technique used to compare means of two or more samples
(using F distribution).The one-way analysis of variance (ANOVA) is used to determine whether
there are any significant differences between the means of two or more independent (unrelated)
groups (although you tend to only see it used when there are a minimum of three, rather than two
groups).
Correlations

Correlation coefficient formulas are used to find how strong a relationship is between data. The
formulas return a value between -1 and 1 A correlation coefficient of 1 means that for every
positive increase of 1 in one variable, there is a positive increase of 1 in the other. A correlation
coefficient of -1 means that for every positive increase of 1 in one variable, there is a negative
decrease of 1 in the other. Zero means that for every increase, there isn’t a positive or negative
increase. The two just aren’t related.

Chi-Square Test

The Chi-Square test is one of the simplest and most widely used non-parametric tests in
statistical works. This test was first used by Karl Pearson in the year 1990. The quantity
ChiSquare describes the magnitude of the discrepancy between theory and observation. Karl
Pearson developed a test for testing the significance of discrepancy between the experimental
values and the theoretical values obtained under some theory or hypothesis. The table value for
this degree of freedom is seen using 5% or 1% of significance level. If the calculated Chi-Square
value is less than the table value of Chi-Square, hypothesis is accepted or otherwise rejected.

Statistical tools: SPSS

CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
TABLE 4.1.1

Gender
Frequenc Percent Valid Cumulative
y Percent Percent
Vali Male 52 56.5 56.5 56.5
 d Female 40 43.5 43.5 100.0
Total 92 100.0 100.0

INFERENCE

From this table and chart it can be understood that the male form the majority of the respondents,
they constitute about 56.5% of the respondents. The female constitute 43.5% of the respondents.

TABLE 4.1.2

Age
Frequenc Percent Valid Cumulative
y Percent Percent
Vali 20- 74 80.4 80.4 80.4
d 30
30- 11 12.0 12.0 92.4
 40
40- 7 7.6 7.6 100.0
50
Total 92 100.0 100.0

INFERENCE

From the above table and chart it can be understood that majority of the respondents are in the
age group of 20-30, they constitute about 80.4% of the respondents and the age group of 30-40
constitute about 12% of the respondents. And age Above 40 constitute about 7.6% of the
respondents.

TABLE 4.1.3

occupation
Frequenc Percent Valid Cumulative
y Percent Percent
 Valid employee 36 39.1 39.1 39.1
business 23 25.0 25.0 64.1
others 33 35.9 35.9 100.0
Total 92 100.0 100.0

INFERENCE

From the above table and chart it can be understood that majority of the respondents are
employees they constitute about 39.1% and respondent in business constitute about 25%. And
other respondent constitute around 35.9%.

TABLE 4.1.4

Whicch type of transmission you are currently using

Frequenc Percent Valid Cumulative
y Percent Percent
 Vali automatic 41 44.6 44.6 44.6
d manual 50 54.3 54.3 98.9
3.00 1 1.1 1.1 100.0
Total 92 100.0 100.0

INFERENCE

From the above table and chart it can be understood that majority of the respondents use manual
transmission they constitute about 44.6% of the respondents of 54.3% use automatic transmission.

TABLE 4.1.5

Which feature is the best one in toyota car

Frequenc Percent Valid Cumulative
y Percent Percent
 Vali price 11 12.0 12.0 12.0
d style 36 39.1 39.1 51.1
mileage 14 15.2 15.2 66.3
quality 31 33.7 33.7 100.0
Total 92 100.0 100.0

INFERENCE

Majority of the respondent of 39.1% agree with style and respondent of 33.7% agree with style
and respondent of 15.2% agree with the mileage.

TABLE 4.1.6

Will you recieve the vehicle on committed time

Frequenc Percent Valid Cumulative
y Percent Percent
Valid yes 77 83.7 83.7 83.7
 no 15 16.3 16.3 100.0
Tota 92 100.0 100.0
l

INFERENCE

Most of the repondent of 83.7% agree that they receive the vechile on committed time and
16.3% disagree with it.

Table 4.1.7

For how many years you are using the car

Frequenc Percent Valid Cumulative
y Percent Percent
 Valid 0-1 24 26.1 26.1 26.1
1-3 40 43.5 43.5 69.6
3-5 17 18.5 18.5 88.0
abov 11 12.0 12.0 100.0
e
Total 92 100.0 100.0

INFERENCE

Respendent of 43.5% are using car for 1-3 years and 26.1% constitute that they are using car for
0-1 and 18.5% of the respondent that they are using car for 3-5years.

Table 4.1.8

Do you prefer to buy next car from toyota

Frequenc Percent Valid Cumulative
y Percent Percent
 Valid yes 79 85.9 85.9 85.9
no 13 14.1 14.1 100.0
Tota 92 100.0 100.0
l

INFERENCE

Majority of the respondent 85.9% consitute Yes and agree that they prefer to buy toyota car and
14.1% disagree with it.

Table: 4
HO :There is no significance difference between gender and product
HI :There is a significance difference between gender & product
T-Test

Group Statistics
gender N Mean Std. Deviation Std. Error Mean
PRODUCT Male 52 19.6731 3.28825 .45600
Female 40 17.1750 4.80858 .76030

Independent Samples Test

Levene's t-test for Equality of Means
Test for
Equality
of
Variances
 F Si T df Sig. Mean Std. 95%
g. (2- Differe Error Confidence
tail nce Differe Interval of
ed) nce the
Difference
Low Uppe
er r
PROD Equal 6.4 . 2.9 90 . 2.4980 .84510 . 4.177
UCT varian 59 01 56 004 8 819 01
ces 3 15
assum
ed

Equal 2.8 65.6 . 2.4980 .88656 . 4.268

varian 18 12 006 8 727 35
ces 80
not
assum
ed

INTERPRETATION
Since the t-test is above 1.96, the alternative hypothesis is accepted at 95% confidence level. Thus,
there is a significance difference between Gender and products. The majority of male customers
constitute (mean value=19.6731) than the Female (mean value=17.1750)

Table: 4.2.1
HO :There is no significance difference between age and the received of the vehicle at
committed time
HI :There is a significance difference between age and the received of the vehicle at committed
time

Crosstabs
 Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
Age * Will you recieve 92 100.0% 0 0.0% 92 100.0%
the vehicle on
committed time

Age * Will you recieve the vehicle on committed time Crosstabulation

Will you recieve the vehicle Total
on committed time
yes no
Age 20- Count 65 9 74
Expected Count 61.9 12.1 74.0
30
% within Age 87.8% 12.2% 100.0%
% within Will you 84.4% 60.0% 80.4%
recieve the vehicle on
 committed time
% of Total 70.7% 9.8% 80.4%
30- Count 6 5 11
Expected Count 9.2 1.8 11.0
40
% within Age 54.5% 45.5% 100.0%
% within Will you 7.8% 33.3% 12.0%
recieve the vehicle on
committed time
% of Total 6.5% 5.4% 12.0%
40- Count 6 1 7
Expected Count 5.9 1.1 7.0
50
% within Age 85.7% 14.3% 100.0%
% within Will you 7.8% 6.7% 7.6%
recieve the vehicle on
committed time
% of Total 6.5% 1.1% 7.6%
Total Count 77 15 92
Expected Count 77.0 15.0 92.0
% within Age 83.7% 16.3% 100.0%
% within Will you 100.0% 100.0% 100.0%
recieve the vehicle on
committed time
% of Total 83.7% 16.3% 100.0%

Chi-Square Tests
Value df Asymptotic
Significance
(2-sided)
a
Pearson Chi-Square 7.801 2 .020
Likelihood Ratio 6.140 2 .046
Linear-by-Linear 1.924 1 .165
Association
N of Valid Cases 92
a. 2 cells (33.3%) have expected count less than 5. The minimum
expected count is 1.14.
INTERPRETATION

Since the asyptomic significance of Pearsons Chi-Square value is less than 0.05, there is a
significant relationship between Age and Vechile received by the respondents. Therefore the
alternative hypothesis is accepted. From the above table and chart it is understood that age 20-30
feel that they received vechile on commited time than the repondent above the Age of 31.
Table: 4.3.1
HO :There is no significance difference between age and product
HI :There is a significance difference between age & product

Oneway
ANOVA
PRODUCT
Sum of df Mean F Sig.
Squares Square
Between 464.685 2 232.343 18.306 .000
Groups
Within Groups 1129.619 89 12.692
Total 1594.304 91
Post Hoc Tests
Homogeneous Subsets
PRODUCT
Duncana,b
Age N Subset for alpha =
0.05
1 2
30- 11 13.1818
40
40- 7 15.7143
50
20- 74 19.6622
30
Sig. .083 1.000
Means for groups in homogeneous subsets
are displayed.
a. Uses Harmonic Mean Sample Size =
12.132.
b. The group sizes are unequal. The
harmonic mean of the group sizes is used.
Type I error levels are not guaranteed.

INTERPRETATION

The significance level is 0.000 which is less than 0.05 the alternative hypothesis is accepted at 95%
confidence level. Thus, there is a significance difference Product and Age of the Respondent. From
the post hoc analysis it is observed that the respondents Aged 20-30(mean value=13.1818) prefers
specific model than the respondents of Aged 31 and above(mean value=19.6622).

Table: 4.3.2
HO :There is no significance difference between age and price
HI :There is a significance difference between age & price

Oneway
ANOVA
PRICE
Sum of df Mean F Sig.
Squares Square
Between 223.583 2 111.791 11.370 .000
Groups
Within Groups 875.069 89 9.832
Total 1098.652 91

Post Hoc Tests

Homogeneous Subsets

PRICE
Duncana,b
Age N Subset for alpha =
0.05
1 2
30- 11 11.0909
40
40- 7 12.4286
50
20- 74 15.4730
30
Sig. .296 1.000
Means for groups in homogeneous subsets
are displayed.
a. Uses Harmonic Mean Sample Size =
12.132.
b. The group sizes are unequal. The
harmonic mean of the group sizes is used.
Type I error levels are not guaranteed.

INTERPRETATION

The significance level is 0.000 which is less than 0.05 the alternative hypothesis is accepted at 95%
confidence level. Thus, there is a significance difference Price and Age of the Respondent. From the
post hoc analysis it is observed that the respondents Aged 20-30(mean value=11.0909) take intrest
than the respondents of Aged 30 and above(mean value=15.4730).

Table: 4.3.3
HO :There is no significance difference between age and place
HI :There is a significance difference between age & place

Oneway
 ANOVA
PLACE
Sum of df Mean F Sig.
Squares Square
Between 467.038 2 233.519 10.311 .000
Groups
Within Groups 2015.690 89 22.648
Total 2482.728 91

Post Hoc Tests

Homogeneous Subsets
PROMOTION & ADVERTISING
Duncana,b
Age N Subset for alpha =
 0.05
1 2
30- 11 27.1818
40
40- 7 28.2857
50
20- 74 34.6622
30
Sig. .697 1.000
Means for groups in homogeneous subsets
are displayed.
a. Uses Harmonic Mean Sample Size =
12.132.
b. The group sizes are unequal. The
harmonic mean of the group sizes is used.
Type I error levels are not guaranteed.

INTERPRETATION

The significance level is 0.000 which is less than 0.05 the alternative hypothesis is accepted at 95%
confidence level. Thus, there is a significance difference Promotion and advertising and Age of the
Respondent. From the post hoc analysis it is observed that the respondents Aged 20-30(mean
value=34.6622) have better reach than the respondents of Aged 30 and above (mean
value=27.1818).

Table: 4.4.1
HO :There is no significance difference between product and price
HI :There is a significance difference between product & price

Correlations
Correlations
PRODUC PRICE
 T
PRODUC Pearson 1 .887**
T Correlation
Sig. (2-tailed) .000
N 92 92
PRICE Pearson .887** 1
Correlation
Sig. (2-tailed) .000
N 92 92
**. Correlation is significant at the 0.01 level (2-tailed).

INTERPRETATION
There exist a positive and moderate correlation (0.887) between product and price and the
correlation is significant at 1% from the above table the customer who are satisfied with the
product is also satisfied with the price

Table: 4.4.2
Correlations
HO :There is no significance difference between product and place
HI :There is a significance difference between product & place

Correlations
PRODUCT PLACE
PRODUCT Pearson 1 .859**
Correlation
Sig. (2-tailed) .000
N 92 92
PLACE Pearson .859** 1
Correlation
Sig. (2-tailed) .000
N 92 92
**. Correlation is significant at the 0.01 level (2-tailed).

INTERPRETATION
There exist a positive and moderate correlation (0.859) between product and place and the
correlation is significant at 1% from the above table the customer who are satisfied with the
product is also satisfied with the place
Table: 4.4.3
HO :There is no significance difference between place and price
HI :There is a significance difference between place & price

Correlations
Correlations
PLACE PRICE
PLACE Pearson 1 .885**
Correlation
Sig. (2-tailed) .000
N 92 92
PRICE Pearson .885** 1
Correlation
Sig. (2-tailed) .000
N 92 92
**. Correlation is significant at the 0.01 level (2-
tailed).

INTERPRETATION
There exist a positive and moderate correlation (0.885) between place and price and the
correlation is significant at 1% from the above table the customer who are satisfied with the
place is also satisfied with the price
Table: 4.4.4
HO :There is no significance difference between promotion & advertising and place
HI :There is a significance difference between promotion & advertisting and place

Correlations

Correlations
PROMOTIO PLACE
N&
ADVERTISI
NG
PROMOTION & Pearson 1 .823**
ADVERTISING Correlation
Sig. (2-tailed) .000
N 92 92
PLACE Pearson .823** 1
Correlation
Sig. (2-tailed) .000
N 92 92
**. Correlation is significant at the 0.01 level (2-tailed).

INTERPRETATION
There exist a positive and moderate correlation (0.823) between promotion& advertising and
place and the correlation is significant at 1% from the above table the customer who are satisfied
with the promotion &advertising is also satisfied with the place