Case Study Of Toyota Coorporation

Case Study of Toyota Corporation

Karan Agrawal

BN190181

Westcliff University

BUS 510: Marketing Management

Professor: Krishna Khanal

Professor: Assaf

Feb17, 2020
Case Study Of Toyota Coorporation

Abstract

Customers are the backbone of every business and consumer loyalty comes with a

large significance to profitability.Quality service counts, customer retention and loyalty concerns

are becoming essential elements for companies to compete in the current era.Clients who seem to

be extremely pleased with the good or service can make a strong consumer commitment

prediction, faithfulness, customer care, next moment the item is purchased, etc.Providing

outstanding customer service can bring a great significance for the client's retention and

contentment.This is a type of survey directly involved with the contentment of the car buyers

with servicing the Toyota Company vehicles.Key information will be obtained while using a

survey to have the answers from either the car owners.19 Questions were tailored to the

survey.The concerns are about workers (customer), social and cultural-demographic, and vehicle

service.The queries contained numerous responses choices, multiple individual answer options

and Likert scale to address various satisfaction-related qualities such as size, price, brand, quality

of service, mileage, security, etc.The data and analysis gathered can be of use to the Toyota

Company in developing long term techniques to generate sales and gratify clients.

Keywords: customer, automobile, data, loyalty

Case Study Of Toyota Coorporation

Introduction

Toyota Motor Corporation manufactures various kinds of vehicles, and its headquarters is

in Aichi, Japan.Which is one of the world's leading automotive manufacturers which were

founded in 1926 by Sakichi Toyota. There are 207 established branches in the "Toyota

Companies"Net combined net revenue in 2018 amounted to 2.003.9 billion yen, that is 20 per

cent more than that in 2017.The automotive market is growing internationally in specific and in

addition in Europe and China.Toyota Industries has spent 216,048 million yen in different

features, facilities (Annual Report, 2018). Toyota's workers form a part of ethnicity, age, race,

religion and belief, which are an opportunity for success and growth and expansion. Over the

years, Toyota's management approach has evolved and developed to different levels. Toyota is

world famous and known for its high quality assembled cars. When Toyota works, suppliers and

loyal consumers in many places around the world, it performs well and expands quickly

worldwide.

A Survey of Customers’ Satisfaction

Customer feedback is important for the growth and progress of a business because

customers are the origin of data. Consumers are called emperor and are highly responsible for the

success of a company as a necessity for the potential customers (Schütte, H. and Ciarlante, D.,

2016). The cornerstone of every productive company rests in happy customers even though the

customer satisfaction leads to purchasing, branding, and reputation (Binninger, A.S., 2008).To

succeed in the market effectively; the issue of quality of service, customer retention and retention

is a significant factor for companies (Aaker, D.A. and Joachimsthaler, E., 2012). The increase of

service delivery has been known as an essential step in improving the loyalty of consumers and
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the clients ' purchasing strategy. Excellent customer service can be of great importance and

contentment for retention of customers (Sharma, S.K). Customer satisfaction can be

characterized as expected and is connected tightly to the expectations and preferences of the user

(Ibrahim, H. and Najjar, F., 2008)

When developing and enhancing the facilities of the company, customer service plays a key role.

We normally ask consumers by telephone, fax, and receive feedback by communications, main

informant polls, etc when analyzing customer service. In this paper we attempted to convey data

and analysis relevant to determine the value of the vehicle owners of the Toyota Corporation to

consumers.

Data Sources

Primary and secondary data frame sets will be used for this study. The major source is to

reach out to people specifically for details. The primary evidence was initial and recognizable

data immediately obtained from different sources by the investigator. Sources involve, based on

the researchers needs, online questionnaires, findings, testimonials, interviews, surveys

(Hancock, D.R. and Algozzine, B., 2017). The primary data are used where there are no

secondary data or only secondary data are not adequate to reach conclusions or to assess a person

or group of participants ' conducts and behavior. Secondary data are obtained by data that is not

associated with the results of this study by an analyst. The inseparable component of institutional

study is secondary data. If primary data is not collected despite the time and financial means, a

investigator may use secondary data. The secondary sources comprise public documents such as

government, semi-government, private and foreign institutions, journals, surveys and

repositories. Unpublished documents include archives of clinics, colleges, administration,

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Charities, research papers and student dissertations. Such secondary data helps to find details on

the past of car buyers and the fact the driver utilizes the vehicles that provide customers '

capacity. The alternative source of data may be consumer private information that can be

accessed from the company's business reports and past trips.

My choice is main information in the scenario of this analysis. This is because the key

details are initial and abstract and are obtained below the supervision of the researcher either

himself or by enumerators. In that situation, we have to look at the disposition or behavior of car

owners, that is, to assess the degree that vehicle owners are pleased with the services offered by

the Toyota group. We could not make predictions from secondary sources and therefore main

data are necessary. The primary data gathered will help to clarify various research concerns and

lead to meeting research goals.

Questionnaire Preparation

The survey is a strong-rooted instrument of quantitative research to gather information on

both the social patterns and behavior, beliefs, and convictions of individuals, and to find reasons

for intervention on the subject under review (Bulmer, 2004). In order to ensure internal

efficiency, a questionnaire enables uniformity of data gathering for the analysis (Roopa & Satya,

2012). I will be using a survey for car owners to obtain information, including social data,

attitudes and actions on their satisfaction with Toyota's products. Questions of the Likert point

scale will be implemented to extract feedback details.

A. Personal Information

1. Client’s ID:

2. Name:
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3. Address and Phone Number: 

B. Socio-Demographic

4. Gender

a. Male      b. Female   c. Other

5. Ethnicity:

6. Age:

a. Below 20

b. 20 -30

c. 31-40

d. 41-5

e. 51 and above

7. Occupation/profession

a. Business

b. Social

c. Student

d. Academic (University/ College teaching & research)

e. Employee (in Government and Non-government)

f. Others

8. Annual Income

a. Below Rs 300,000
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b. Rs 300,000 to Rs 500,000

c. Rs 500,001 to Rs 800,000

d. Rs 800,001 to Rs 12, 00,000

e. Above Rs 12,00,000

C. Vehicle and Satisfaction

9. Which brand of car ever you used?

a.. Toyota b. Hyundai

c. Nissan d. General Motors

e. Others (specify)

10. Manufacturing Date and Your Car Model No.

a. Manufacturing Date:

b. Model No.:

11. Do you do off road drives?

Yes… No …………..

If yes, how often?

a. Once A Week

b. More than 4 times  a Month

c. Off road regularly

12. Do you have experience driving Toyota car?

a. Yes b. No

13. How much time did you use your car?

a. Less than 1 year
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b. 1 -3 years

c. 3-5 years 

d. More than 5 years

14. Did you know that trust and loyalty have been impaired after sales service?

a. Yes b. No

15. Was the product delivered on time?

a. Yes b. No

16. Please select the amount of the sentence below best represents your Toyota automobile

experience and comfort.

1 = Highly satisfied 2 = Moderately satisfied 3 = Neutral

4 = Unsatisfied 5 = Highly Unsatisfie

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17. Rate the purchasing decision with the above attributes (1 being the maximum, 5 are the

least / lowest)

Conclusion

The key details were obtained in this study to achieve the goals by handling a

questionnaire. The test includes the happiness of the buyers of Toyota cars with

different features and facilities. A total of 19 questions pertaining to political, socio-

demographic and automobile knowledge and its fulfillment have been set. The single

answer, multiple answers, rating and queries of Likert scale are numerous options.
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Toyota Company will help to further evaluate cars as a consequence of the review,

which will enable Toyota Company to take further action to address quality and

completely please its customers.

References

Aaker, D.A. and Joachimsthaler, E., 2012. Brand leadership. Simon and Schuster.

Binninger, A.S., 2008. Exploring the relationships between retail brands and consumer

store loyalty. International Journal of Retail & Distribution Management.

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Bulmer , M. (2004). Questionnaires (1st ed.). Thousand Oaks, California, United

States: SAGE Publications Inc.

Hancock, D.R. and Algozzine, B., 2017. Doing case study research: A practical guide

for beginning researchers. Teachers College Press.

Ibrahim, H. and Najjar, F., 2008. Assessing the effects of self ‐congruity, attitudes and

customer satisfaction on customer behavioural intentions in retail environment.

Marketing Intelligence & Planning.

Roopa, S., & Satya, R. M. (2012). Questionnaire Designing for a Survey. The Journal

of Indian Orthodontic Society, 46(4), 37-41.

Schütte, H. and Ciarlante, D., 2016. Consumer behaviour in Asia. Springer.

Sharma, S.K., Effectual Analysis on SERVQUAL Model For Customer Satisfaction

And Contentment.