A STUDY ON CUSTOMER PREFERENCE TOWARDS INNOVA CAR WITH

SPECIAL REFERENCE TO ERODE CITY

A Project Report submitted to the Bharathiar University, Coimbatore in the partial fulfillment of
the requirements for the award of the degree of

BACHELOR OF COMMERCE WITH INFORMATION TECHNOLOGY

Submitted By

S.VIKRAM

(Reg.No.212AJ0106)

Under the Guidance of

Mr. P.K .KESAWARAJ., M.Com., PGDCA.,

(Assistant Professor)

DEPARTMENT OF COMMERCE PA AND IT

KAAMADHENU ARTS AND SCIENCE COLLEGE

(Affiliated to Bharathiar University)

SATHYAMANGALAM – 638503.

MARCH – 2024

1
 CERTIFICATE

This is to certify that this project entitled, “A STUDY ON CUSTOMER PREFERENCE

TOWARDS INNOVA CAR WITH SPECIAL REFERENCE ERODE CITY” submitted to
Bharathiar University in partial fulfillment of the requirements for the award of the Degree of
Bachelor of Commerce with Information Technology a record of project work done by
S.VIKRAM(Reg.No.212AJ0106), during the period 2021 - 2024 of his study in the Department
of Commerce PA and IT, Kaamadhenu Arts and Science College, Sathyamangalam, under my
supervision and guidance, and the project report has not formed the basis for the award of any
Degree/Associate/Fellowship or similar title to any candidate of any university.

Signature of the Guide Head of the Department

Principal

Viva-Voce Examination held on ___________________

Internal Examiner External Examiner

2
 DECLARATION

I hereby declare that this project entitled “A STUDY ON CUSTOMER PREFERENCE

TOWARDS INNOVA CAR WITH SPECIAL REFERENCE ERODE CITY” submitted to
the Bharathiar University in partial fulfillment of the requirements for the award of the degree of
Bachelor of Commerce with Professional Accounting is a record of original project work done by
me under the Supervision and Guidance of Mr.P.K. KESAWARAJ M.COM.,PGDCA.,
Assistant Professor Commerce PA and IT, Kaamadhenu Arts And Science College,
Sathyamangalam and the project not formed the basis for the award of any
Degree/Diploma/Associateship/Fellowship or similar title to any candidate of any university.

Place: Sathyamangalam Signature of the Candidate

Date: S.VIKRAM

3
 ACKNOWLEDGEMENT

First I am expressing my sincere and heartfelt thanks to the Goal mighty for his
unlimited blessing throughout my project work and in the preparation of the project report.

I wish to express grateful to Dr. A. GURUMOORTHI, M.Com., M.Phil., PGDCA.,Ph.D.,

Principal for providing me an opportunity to platform this project.

I record my sincere and heartfelt thanks to my guide Mr .P K . K E S A W A R A J , M.Com.,

PGDCA., Assistant Professor PA and IT ,for his valuable advice , suggestions throughout
the project.

My whole – hearted and profound thanks to all the Faculty Members and Non- teaching
Staff Members of Kaamadhenu Arts and Science college for providing necessary facilities
to enter the project and also complete it successfully.

(S.VIKRAM)

4
 CONTENT
Chapter
Tittles Page No
No

Certificate

Declaration

Acknowledgement

Content

List of Tables

List of Charts

Abstract

I Introduction and Design of the study

II Review of Literature

III Company Profile

IV Data Analysis and Interpretation

V Findings, Suggestions and Conclusion

Bibliography

Appendix

5
 LIST OF TABLES

Table No. Particulars Page N

1 AGE OF THE RESPONDENTS 27

2 TYPE OF RESPONDENTS 29

3 MARITAL STATUS 31

4 FAMILY INCOME 33

5 FAMILY TYPE 5

6 AWARENESS OF THE RESPONDENT TOWARDS 37

INNOVA CAR
7 RESPONDENTS USING MODELS 39

8 PREFERENCE OF THE RESPONDENTS 41

9 PURPOSE OF USING INNOVA CAR 43

10 OPINION ABOUT RATE OF INNOVA CAR 45

11 OPINION ABOUT MILEAGE OF INNOVA CAR 47

12 OPINION ABOUT MAINTENANCE COST 49

13 OPINION TOWARDS PRICE METHOD OF INNOVA CAR 51

14 OPINION TOWARDS AVAIABILITY OF INNOVA CAR 53

15 OPINION ABOUT RESALE VALUE OF INNOVA CAR 55

16 57
OPINION ABOUT RECOMMENDATION OF INNOVA CAR

17 OPINION ABOUTSELF START OF INNOVA CAR 59

18 SATISFACTION LEVEL TOWARDS DISC BREAK 61

6
 SATISFACTION LEVEL TOWARDS PICKUP INNOVA CAR
19 63

SATISFACTION TOWARD FUEL EFFICIENCY OF INNOVA

20 65
CAR
SATISFACTION LEVEL OF PAINT QUALITY OF INNOVA
21 67
CAR
SATISFACTION LEVEL OF TYRE QUALITY OF INNOVA
22 69
CAR

SATISFACTION LEVEL OF SEATING POSITION OF

23 71
INNOVA CAR

SATISFACTION LEVEL OF SHOCK ABSORBERS OF

24 73
INNOVA CAR
SATISFACTION LEVEL HEADLIGHT/INDICATOR FOR
25 75
INNOVA CAR

7
 LIST OF CHARTS

Table No. Particulars Page

No.
1 AGE OF THE RESPONDENTS 28

2 TYPE OF RESPONDENTS 30

3 MARITAL STATUS 32

4 FAMILY INCOME 34

5 FAMILY TYPE 36

6 AWARENESS OF THE RESPONDENT TOWARDS 38

INNOVA CAR
7 RESPONDENTS USING MODELS 40

8 PREFERENCE OF THE RESPONDENTS 42

9 PURPOSE OF USING INNOVA CAR 44

10 OPINION ABOUT RATE OF INNOVA CAR 46

11 OPINION ABOUT MILEAGE OF INNOVA CAR 48

12 OPINION ABOUT MAINTENANCE COST 50

13 OPINION TOWARDS PRICE METHOD OF INNOVA CAR 52

14 OPINION TOWARDS AVAIABILITY OF INNOVA CAR 54

15 OPINION ABOUT RESALE VALUE OF INNOVA CAR 56

16 58
OPINION ABOUT RECOMMENDATION OF INNOVA CAR

17 OPINION ABOUTSELF START OF INNOVA CAR 60

8
18 SATISFACTION LEVEL TOWARDS DISC BREAK 62
SATISFACTION LEVEL TOWARDS PICKUP INNOVA CAR
19 64

SATISFACTION TOWARD FUEL EFFICIENCY OF INNOVA

20 66
CAR
SATISFACTION LEVEL OF PAINT QUALITY OF INNOVA
21 68
CAR
SATISFACTION LEVEL OF TYRE QUALITY OF INNOVA
22 70
CAR

SATISFACTION LEVEL OF SEATING POSITION OF

23 72
INNOVA CAR

SATISFACTION LEVEL OF SHOCK ABSORBERS OF

24 74
INNOVA CAR
SATISFACTION LEVEL HEADLIGHT/INDICATOR FOR
25 76
INNOVA CAR

9
 ABSTRACT

This study delves into the intricacies of customer preferences towards the Innova car, a
popular multi-purpose vehicle (MPV) produced by Toyota. With the automotive market
witnessing dynamic shifts in consumer behavior and technological advancements, understanding
the factors influencing customers' choices is paramount for manufacturers and marketers alike.
Employing a mixed-methods approach, this research amalgamates quantitative surveys and
qualitative interviews to provide a nuanced understanding of consumer perceptions, motivations,
and decision-making processes regarding the Innova. The quantitative segment of the study
employs surveys administered to a diverse sample of current and prospective Innova customers,
elucidating demographic trends, purchase motivations, satisfaction levels, and brand loyalty.
Through statistical analysis, key drivers influencing purchase intentions and preferences are
identified, shedding light on the significance of factors such as price, performance, safety features,
brand reputation, and after-sales service.

Complementing the quantitative findings, the qualitative segment involves in-depth

interviews with select participants, allowing for a deeper exploration of underlying emotions,
aspirations, and experiential aspects driving customer preferences towards the Innova. Thematic
analysis of interview transcripts uncovers insights into the role of social influence, lifestyle
compatibility, perceived value, and emotional attachment in shaping consumers' perceptions and
choices.

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 CHAPTER –I

INTRODUCTION

1.1 INTRODUCTION ABOUT CUSTOMER PREFERENCE

Preference is an important element in the evaluation stage. Preference refers to the buyers
state of being adequately rewarded in a buying situation for the sacrifice he has made one the
customer purchase and use the product they may then become either satisfy or dissatisfied.The
result of preference to the consumer from the purchase of the product or service is that more
favorable post-purchase attitude, higher purchase intentions and brand loyalty are likely to be
exhibited that the same behavior is likely to be exhibited in a similar purchasing situation. The
term ‘Customer’ is a typically used to refer to someone who regularly purchase from a particular
store or company. Customers are people who are happy with the product and service and are
willing to come back and pay for it again.

Today the firms aim to give preferences to the customer through marketing concepts. The
firm tries to help the buyers in solving the problem than competitors. The marketers must see that
consumers with purchasing power constitute a potential buyers are identified. It is essential for the
marketer to carry out the business in such a way that they give preference to carry out the business
in such a way that they give preference to consumers needed.

ORGANIZATIONS FOCUS ON CUSTOMER PREFERENCE

Businesses monitor customer preference in order to determine how to increase their

customer base, customer loyalty, revenue, profits, market share and survival. Although greater
profit is the primary driver, exemplary businesses focus on the customer and his/her experience
with the organization. They work to make their customers happy and see customer preference as
the key to survival and profit. Customer preference in turn hinges on the quality and effects of their
experiences and the goods or services they receive.

11
CONCEPT AND NEED FOR STUDYING CUSTOMER PREFERENCE

Customer behavior can be said to be the study of how individual make decision on how to
spend their available resource (time, money, effort) on various consumption related items. This
simple definition of tells the marketers to resolve every activity around the ultimate customers and
gauge their behavior b specifically focusing on.

Customer preference is the customer’s response to the evaluation of the perceived

discrepancy between prior expectation and the actual performance of the product as perceived after
its consumption.

These questions will help in understanding better what factors influence the decision
making process of the customers. The decision making process identifies the number of people
who are involved in this process and describes a role to them like the uses, decides, influence and
buyers.

CUSTOMER PREFERENCE

All business firms have realized that marketing is a core element of management
philosophy and key to its success lies in focusing more and more in the customer. That is, it will
be the customer who will decide where the firm is heading. Thus the challenge before the marketer
is to ensure that they should satisfy every customer.

TO MEASURE CUSTOMER PREFERENCE

In today’s competitive environment, every organization is trying to attract the customers

by assuring highest degree of preference. Satisfied customers are the main determinants of success
or failure of the business of an organization. Customer preference is measured in subjective as well
as objective terms, to know that up to what extent the organization’s business processes and
products are able to satisfy the customers.

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 CUSTOMER PREFERENCE MEASUREMENT HELPS THE ORGANIZATION
TO KNOW

 How well are the products and services able to meet customer needs and expressions?

 How well is the business process working?

 Where to make the changes to improve the performance of product or process?

 What is the effect of the changes made for improvements?

Customers', who are satisfied, come and continue to buy the products and services of the
organization. They also recommend the products to other buyers.Acute measurement of customer
preference helps in identification of the gap between the customer expectations and real
performance of the product supplied by the organization.

If the customers are not satisfied with the products and services of the organization, the
reasons for preference are identified and timely corrective and preventive action is taken to meet
the customer expectations.

EXPECTATION

Consumer expectations though may look realistic is very often build upon very high
platform. Then the quality of the product or service may not match the expectations. This again
will affect the consumer preference level.So as to reduce the level of preference among the
customers, the marketing decision maker could adopt an approach wherein he can classify market
in relation to the degree of opportunity to deliver customer preference customer service, internal
consumer preference is a Service Promptness.

13
1.2. STATEMENT OF PROBLEM

This research pertain to analyze the customer preference towards Innova car in to Erode district
with 125 respondents only .The study of customer preference helps to know about the customer
view towards the Innova car. In our study an attempt is made to evaluate the preference of the
Innova car. Hence, the researchers are interested to know the Customer preference towards Innova
car. The study is confined to Erode district for reason of academic viability as well as a purposive
consideration in Erode.

1.3. OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE:

To study the customer preference of Innova car.

SECONDARY OBJECTIVES:

1. To study the factors that influences the purchase of Innova car.

2. To know the preference of respondent towards the purchase of Innova car.

3. To analyze the various problem faced by the customer by using Innova car.

4. To find out the customer preference towards the service rendered by the Innova car.

5. To render the valuable suggestion for the improvement of Innova car.

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 1.4. SCOPE OF THE STUDY

The scope of the study is to identify and analyze the customer preference towards price, sales,
services, spares etc., of Innova car. The study was conducted among the Innova car users .The
geographical area covered was Erode city. The theoretical scope of the study includes the
popularity of Innova car. The study is used to find out the factors that customers expect more in
Innova car. The study highlights the opinion and preferences of Innova car. The study is useful to
find out the Innova car which are preferred by the customers.

1.5. RESEARCH METHODOLOGY

RESEARCH METHODOLOGY:

Research Methodology is a way to systematically solve the research problem it may

be understood as a science of studying how research is done scientifically. It is necessary
for the researcher to know, not only the research methods / techniques but also the methods.
In it we study the various steps that are generally adopted in the research problem along
with the logic behind them.

RESEARCH DESIGN:

Research design is descriptive as well as analytical the main Characteristics of

descriptive research is that the researcher has no control over the variable has reported only
it’s happening in analytical research, the researcher has to use facts / information which is
already available.

SAMPLING TECHNIQUE:

Non probability convenience sampling method was used to collect the pertinent
data from the respondent. The samples for the study selected are users of Innova car.

15
SAMPLE SIZE:

Sample size refers to the number of items to be selected from the universe to
constitute a sample, 125 respondents are taken as sample for this study.

SAMPLE FRAME:

Sample frame refers to the list of items from which the sample is to be drawn for
the purpose of this study, customer who are using Innova car.

NATURE OF DATA:

Both primary and secondary data has been calculated for the purpose of this study.

PRIMARY DATA:

The Primary data are collected through questionnaire from 125 respondent user of
Innova car within Erode city.

SECONDARY DATA
In this survey, we have also collected some secondary data such as website,
journals, articles and magazines were referred for this purpose to enable proper
understanding of the study.
TOOLS USED FOR DATA COLLECTION
Questionnaire was the main and important tool for collecting data. Hence, an effort
has been questions to ensure the objective of these study.
DATA COLLECTION
The questionnaire was used to collect the data from the selected sample respondent
(primary source).
DATA ANALYSIS
The data collected were analyzed using, the statistical tools such as percentage
analysis, and chi square test.

16
STATISTICAL TOOLS
The collected data can be analyzed and interpreted by the statistical tools which
coincide with the views and ideas of the researcher. Moreover the use of statistical tool
may differ from investigator to investigator in the context of money, time and availability
of data.
The following statistical tools are used.

 Simple Percentage method

SIMPLE PERCENTAGE METHOD

The ratio are very often expressed as percentage in the calculation of percentage,
one figure is taken as base and is represented by 125. The other figure is expressed as ratio
of this base.
No. of. Respondents
Simple Percentage Method = ……………………………………×100
Total No. of. Respondents

1.6. LIMITATIONS OF THE STUDY

 The area of the study is restricted to Erode city only so, the result of the study may not be
generalized to other places because we have followed convenient sampling method.

 The sample for the study comprised of 125 users of Innova car. This sample is only very small
proportion of the entire population of Innova car in the country.

 Time and resource constraint are other limitation too.

 Some respondent finds difficulty in understanding the questionnaire format.

17
1. 1.7. CHAPTER SCHEME

Chapter-I: Introduction and Design of the Study

The first chapter deals with introduction, scope, statement of the problem, objectives,
research methodology and limitations of the study.

Chapter-II: Review of Literature

The second chapter deals with review of literature.

Chapter-III: Profile of the Company

This chapter presents the company profile.

Chapter-IV: Data Analysis and Interpretation

Based on the objectives of the study of the presentation of the data and analysis done.

Chapter-V: Findings, Suggestions and Conclusion

This chapter deals with findings, suggestions and conclusion of the study have been
summarized and present along with conclusion improving the customer preference of Innova car.

18
 CHAPTER-II

REVIEW OF LITERATURE

Parmod Pathak, Saumya Singh investigated about” What Does A purchase need to
purchase a car” dubey J and Partier evaluated about “A portion of Advertisement : in acquiring
decision of cars ” Auto India and Overdrive gives by an extensive measure of information about
the diverse segments gave by various power car. Customer preference has been a surely understood
subject in showcasing practice and educational investigation since Cardozo’s (1965) starting
examination of customer effort, cravings and preference. Disregarding various tries to gage and
clear up buyer unwaveringness, there still does not appear, all in all, to be an understanding as to
its definition (Giese and Cote, 2000). Purchaser devotion is regularly described as a post use
evaluative judgment concerning a specific thing or organization

(Gunderson, Hide and Olsson, 1996). It is the result of an evaluative methodology that
emerges pre purchase wants from impression of execution in the midst of and after the usage
experience (Oliver, 1980). The most extensively recognized conceptualization of the buyer
dedication thought is the trust disconfirmation The theory was given by MC Quitty, Finn and
Wiley in 2000 made by Oliver, who suggested that preference level is a result of the differentiation
amidst expected and saw execution.

Preference (positive disconfirmation) happens when thing or organization is better than

anything foreseen. Of course, an execution more loathsome than foreseen results is frustration
(negative disconfirmation). Ponders show that purchaser reliability may have quick and
underhanded impact on business results. Leo and Homburg (2007) contemplated that purchaser
devotion firmly impacts business advantage. The lion\’s offer of studies have inspected the
relationship with customer conduct plans (Dimitriades, 2006; Olorunniwo et al., 2076; Chi and qu,
2008; Faull ant et al., 2000. As demonstrated by these disclosures, shopper dependability
constructs customer immovability, sways repurchase desires and prompts positive verbal.

19
 Given the urgent piece of purchaser dependability, it is not stunning that a grouping of
investigation has been committed to looking at the determinants of preference. Preference can be
managed by subjective (e.g. customer needs, sentiments) and target components (e. g. thing and
organization highlights). Applying to the vehicles business, there have been different studies that
take a gander at attributes that voyagers may find basic with respect to customer steadfastness.

Atkinson (1988) found that cleanliness, security, regard for money and thoughtfulness of
staff choose shopper unwaveringness. Knutson (1988) revealed that room cleanliness and comfort,
solace of range, brief organization, wellbeing and security, and agreeableness of specialists are
imperative. Barky and Lagash (1992) communicated that agent perspective, region and rooms are
obligated to effect pioneers’ preference. A study drove by Akin (1995) showed that the essential
determinants of cabin guest preference are the behavior of agents, cleanliness and accommodation.
Chui and Chu (2001) assumed that staff quality, room qualities and worth are the fundamental
three variables that choose customers\’ preference.

Shopper dedication is portrayed as the irregularity amidst prior expectation and the bona
fide execution of the thing” (The and Wilton, 1988, Oliver 1999).Preference of customers with
things and organizations of an association is considered as most important factor heading toward
forcefulness and accomplishment (Hennig-Thurau and Klee, 1997). Customer preference is
altogether customer surveys the constant execution (Gustafson, Johnson and Roost, 2005).
According to Kim, Park and Jeong (200c7) customer reality is customer reaction to the state of
preference, and customer’s judgment of preference level. Shopper devotion is very important in
today’s business world as demonstrated by Deng et al., (2009) the limit of an organization provide
to make abnormal state of preferences to the customers is dire for thing division and making strong
relationship with customers.

Purchaser dedication makes the customers loyal to vehicles industry. Previous researchers
have found the preferences r can helps the brand of the customer of the customer of the customer
of the customer of the customer of the customer of the customer of the customer of the customer
creativity to purchase create long and profitable relationship with their customers (Eshghi,
Haughton and Tope, 2007). Regardless of the way that it is over the top to generate satisfied and
steadfast customers however that would exhibit beneficial in a long continue running for a firm

20
(Anderson, Formal and Mazvancheryl, 2004). Thusly a firm should concentrate on the
improvement of organization quality and accuse suitable sensible expense of a particular finished
objective to satisfy their customers which would ultimately help the firm to hold its customers
(Gustafson, Johnson and Roost, 2005).

It is an average wonder that the organizations a brand offers and the worth it charges we
have to determine the levels of preference among its customers, than some other measure (Turel
et al. 2006).Customer\’s consideration is in like manner fundamental as when buyer consider the
thing basic and invests time to search for information then it finally overhauls the preference level
(Russell-Bennett, McColl-Kennedy and Coot, 2007). This preference may affect the concerned
association by repurchase, purchase of more things, positive verbal trade and preparation of
customer to pay more for the particular brand of the car. Any business is inclined to lose bit of the
general business, customers and monetary pros in case it misses the mark to satisfy customers as
effectively and profitably as its opponents is doing (Anderson, Formal, and Mazvancheryl, 2004).

Customer organization is a game plan of activities that includes customer candidly strong
systems, complaint processing, rate of protest taking care of, straightforwardness of reporting
grievance and warmth when we have to report complaint (Kim, Park and Jeong, 2004). Customer
organizations are the open entryways for service providers that are added to adaptable framework
other than voice organizations in which substance are either self-produced by organization supplier
or outfitted through key consistence with organization supplier (Kio, Wu and Deng, 2009). The
upgraded customer organizations are the purpose of union of the organization providers for social
and what\’s more for budgetary reasons. From a social point of view, organization should open for
the customers on sensible terms. To the degree monetary component is concerned, organizations
should satisfy the needs of the customers (Tureen and Serrano, 2006; Melody, 1997).

For making preference among customers, the telecom organization suppliers ought to be
extra careful for the customer organizations they give. Preference of customer is controlled by his
evaluation of organization gave by a brand (Gustafson, Johnson and Roost, 2005).

An, Han and Lee (2006) shows that when the customers, don\’t get their grumblings considered
properly, they start looking for changed brand. It happen in the light of the way that either the

21
customer organization centers don\’t handle the complaints or the customers are not prepared to
address them genuinely. Once in a while, telecom service providers take fundamentally more
opportunity to decide the issues like framework degree or call quality, the customers don\’t sit tight
for long and from this time forward they lose preference with that particular brand (An, Han and
Lee, 2006).

Besides, the neighborly mindset and friendly direct of the organization masters at service
firms leaves a positive effect on the customer which lead towards customer preference (Sunderland
and Rosengren, 2008). On the other hand, if a telecom organization supplier needs in provide in
the services to its customers for his experiences customer beat. Kim, Park and Jeong (2004)argued
that organization supplier should give customer masterminded organizations remembering the
finished objective to increment up customer preference. It was excessively found that the
customers get satisfied to a brand progressively if they get all the required organizations amassed
in that very check (Ann, Han and Lee, 2006).

Kotler and Armstrong (2010) expense is the measure of money which is charged charged
for a thing or service, or the total of the qualities that customers exchange for the upsides products
of having product or using the product or organization while Stanton, Michael and Bruce (1994)
portrayed expense as the measure of money or goods anticipated that would secure some blend of
another stock and its companying organizations. Yet, the marketing composing showed
researchers\’ inclination towards esteem sensibility regarding customer preference (Hermann et
al., 207; Kukar-Kinney, Xia and Monroe, 2008; Martin-Consuegra, Molina and Esteban, 2007).
Esteem respectability insinuates clients\’ assessments of whether a merchant\’s cost is reasonable,
commendable or sensible (Xia et al., 2005; Kukar&Kinney, Xia – Monroe, 2008). Price fairness
of the product is a basic issue that leads toward preference. Charging sensible worth serves to
develop customer preference and unwavering quality. Research has shown that customer\’s
decision to recognize particular price has a prompt bearing at preference level and dependability
and round a bounty (Martin-Consuegra, Molina and Esteban, 2007).

22
 CHAPTER- III

COMPANY PROFILE

The Toyota Innova is a compact MPV or MUV manufactured the Japanese automaker Toyota. It
is produced in Indonesia under supervision by Toyota Astra Motor since 2004. As with Kijang,
which it replaced, the Innova is produced and first marketed in 2004 in Indonesia. The Innova is
part of Toyota's IMV program together with the Hiluxpickup truck and the Fortuner SUV. Its
official name in Indonesia is Toyota Kijang Innova, while for other countries it is Innova.

The Innova is also sold in India (replacing the Qualis), Malaysia(replacing the Unser),
the Philippines (replacing the Revo), Taiwan(replacing the Zace Surf), Vietnam (replacing
Zace), Jamaica and Thailand. Unlike some of its competitors, such as the TATA Sumo
Grande, Chevrolet Tavera, or the Mahindra Xylo, but like the newly launched Tata Aria, the
Innova looks more like a minivan. The Innova is also available in Brunei, Saudi Arabia, South
Africa, Qatar, Oman, Kuwait and the UAE. The name "Innova" comes from the English
word innovation.

On 1 September 2004, Toyota launched the AN40 series Innova, badged Kijang Innova in
Indonesia. This came after the 2003 introduction of the new Avanza—the replacement for low-
spec versions of the Kijang. Thus, Innova is more luxurious and expensive than the Kijang. The
Kijang Innova has a body-on-frame chassis constructed from the Toyota IMV platform, as shared
with the Hilux pickup truck and Fortuner SUV.

The Innova MPV sold in large numbers in India (where it's known as an MUV)- primarily
serving the tourist taxi market and fleet operations of large technology business process
outsourcing companies. It also enjoyed large markets in Malaysia, East Timorand Philippines. In
the Philippines, it replaced the Revo, the name of Kijang in that market.

23
ENGINES

The Innova is powered by either a gasoline 2.0-liter 136 PS (100 kW) 1TR-FE VVT-i, a
2.7-liter (2TR-FE) version of the same, or a 2.5-liter 102 PS (75 kW) 2KD-FTV D-4D common
railturbocharged diesel engine. Trim levels are J, E, G, and V. The 2.7-liter unit is only for the V,
with automatic transmission.

The 2.7-liter gasoline engine was dropped from the Indonesian market due to low demand.
The diesel variants use turbocharged 2KD-FTV engine which produces 102 hp (76 kW) and
260 N⋅m (190 lb⋅ft) of torque when mated to the four-speed automatic transmission and 200 N⋅m
(150 lb⋅ft) when mated to the five-speed manual. Gasoline versions are also available in five-speed
manual or four-speed automatic versions. All variants utilise the rear-wheel drive configuration.

This generation, has been face lifted three times:

 2008: Changed front bumper and grille design, rear lamps and bumpers, and redesigned the
wheels (V only, G use the wheels from old V). Two-tone interior color (grey and beige) is now
a standard.
 2011: Changed front and rear fascia (such as lamps, bumpers & grille) and redesigned the
wheels (V only, G use the wheels from old V). E grade now received alloy wheels (shared the
same design with G, J grade received center caps) and double blower AC. The steering wheel
design is now changed. Center dashboard fascia is now have freshened design and add more
features such as sat-nav, cameras, etc. A rear wiper was now a standard.
 2013: Redesigned the front bumper, rear bumper and grille (is now larger, similar to Toyota
Alphard) and added rear ornaments (not available for J). G, V and Luxury variants got two-
tone wheel color and new aero kit. Interior color changed to black and grey. ABS, four-spoke
steering wheel, rear blower and dual SRS airbags is now a standard.

24
 CHAPTER –IV

DATA ANALYSIS AND INTERPRETATION

TABLE NO. 1

AGE OF THE RESPONDENTS

NO. OF. PERCENTAGE

S. NO AGE
RESPONDENTS (%)
1 20-30 yrs 83 66

2 30-40 yrs 25 20

3 40-50 yrs 10 8

4 >50 yrs 7 6

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 66%of the respondent’s age group is 20-30
years, 20% of the respondents’ age group is 30 to 40 years, 8% of the respondents age
group is 40 to 50 years, 6% of the respondents age group is above 50 years.

Thus the majority of the respondents are belongs to the Age group of 20-30 years.

25
 CHART NO: 1

AGE OF THE RESPONDENTS

70 66
P
e 60
r
50
c
e 40
n
30
t
20
a 20
g
8
e 10 6
%
0
20-30 yrs 30-40 yrs 40-50 yrs >50 yrs
Age of the Respondents

26
 TABLE NO.2

TYPE OF RESPONDENTS

RESPONDENTS NO.OF. PERCENTAGE

S. NO
TYPE RESPONDENTS (%)

1 Government employee 15 12

2 Private employee 63 50

3 Agriculturist 6 5

4 Students 32 26

5 Others 9 7

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table it is inferred that 12% of the respondents are Government
employee, 50%of the respondents are Private Employee,5% of the respondents are
Agriculturist,26% of the respondents are Students, and only 7% of the respondents are
coming under other category.

Thus the majority of the respondents are Private Employee.

27
 CHART NO: 2

TYPE OF RESPONDENTS

60
P 50
e 50
r
c 40
e
n 30 26
t
20
a 12
g 10 7
5
e
% 0
Government Private Agriculturist Students Others
employee employee
Types of Respondents

28
 TABLE NO. 3
MARITAL STATUS

NO. OF. PERCENTAGE

S. NO MARITAL STATUS
RESPONDENTS (%)

1 Married 35 25

2 Single 90 75

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION
From the above table it is inferred that 25% of the respondents are married remaining
75% of the respondents are single.

Thus the Majority of the respondents are single.

29
 CHART NO : 3

MARITAL STATUS OF THE RESPONDENTS

80 75
P 70
e
r 60
c
50
e
n 40
t
30 25
a
g 20
e
10
%
0
MARRIED SINGLE
Marital status

30
 TABLE NO. 4.

FAMILY INCOME

FAMILY INCOME NO. OF. PERCENTAGE

S. NO
(Rs) RESPONDENTS
(%)

1 Below 20,000 30 24

2 20,000-30,000 37 30

3 30,000-40,000 19 15

4 40,000-50,000 21 17

5 Above 50,000 18 14

Total 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table it is inferred that 24% of the respondents family income is
below Rs 20,000, 30% of the respondents family income is Rs 20,000 to Rs 30,000, 15%
of the respondents is Rs 30,000 to Rs 40,000, 17% of the respondents is Rs 40,000 to Rs
50,000, 14% of the respondents is above Rs 50,000.

Thus the majority of the respondents family income is below Rs 20,000 to Rs 30,000.

31
 CHART NO: 4

FAMILY INCOME OF THE RESPONDENTS

35

30
30
P
e 25 24
r
c
e 20
17
n 15
t 14
15
a
g
10
e
%
5

0
Below ₹20,000 ₹20,000-30,000 ₹30,000-40,000 ₹40,000-50,000 Above ₹50,000
Family income

32
 TABLE NO.5
FAMILY TYPE

TYPE OF NO. OF.

S. No TOTAL
FAMILY RESPONDENTS

1 Joint family 56 45

2 Nuclear family 69 55

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 45% of the respondents are in Joint Family, 55%
of the respondents are in Nuclear Family

Thus the majority of the respondents are in Nuclear family.

33
 CHART: 5

FAMILY TYPE

60
55

50
P 45
e
r 40
c
e
n 30
t
a
20
g
e
% 10

0
Joint family Nuclear family
Type of family

34
 TABLE NO. 6

AWARENESS OF THE RESPONDENT TOWARDS INNOVA CAR

NO. OF. PERCENTAGE

S. NO AWARNESS
RESPONDENTS
(%)

1 Television 11 9

2 Newspaper/Magazine 10 8

3 Internet 18 14

4 Friends/Relatives 65 52

5 Showroom 16 13
6 Others 5 4
Total 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 9% of the respondents are known through Television,8%
of the respondents are known through Newspaper/Magazine,14% of the respondents are
known through Internet,52% of the respondents are known through Friends /relatives,13%
of the respondents are known through Showroom, and only 4% respondent are coming under
Other category.

Thus, the majority of the respondents are known through their Friends/Relatives.

35
 CHART NO: 6

AWARENESS OF THE RESPONDENT TOWARDS INNOVA CAR

60
52
P 50
e
r
40
c
e
n 30
t
a 20
g 14
13
e 9
10 8
%
4

Awareness

36
 TABLE NO: 7

RESPONDENTS USING MODEL

NO. OF PERCENTAGE
S. NO MODEL
RESPONDENTS (%)

1 G-SLF 8 STR 44 44%

2 GX 7 STR 34 34%

3 GX 8 STR 15 15%

4 VX2.4 7 STR 5 5%

5 Others 2 2%

Total 100 100%

SOURCE: PRIMARY DATA

INTERPRETATION

The above table shows that, 44% of the respondents are using G-SLF 8 STR, 34% of the
respondents are using GX 7 STR, 15% of the respondents are using GX 8 STR, 5% of the
respondents are using VX2.4 7 STR and 2% of the respondents are using other model.

Table showing the respondents using model

37
 CHART NO: 7

RESPONDENTS USING MODEL

50%

45% 44%

40%

35% 34%
PERCENTAGE

30%

25%

20%
15%
15%

10%
5%
5%
2%
0%
G-SLF 8 STR GX 7 STR GX 8 STR VX2.4 7 STR Others
MODEL

38
 TABLE NO.8

PERFERANCE OF THE RESPONDENTS TOWARDS INNOVA CAR

NO. OF. PERCENTAGE

S. NO PREFERENCE
RESPONDENTS
(%)
1 Brand Name 23 18

2 Brand Value 18 14

3 Family 56 45

4 Durability 15 12

5 Status Quo 8 6

6 Others 5 4
TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 18% of the respondents are preferring
because of Brand Name, 14% of the respondents are preferring because of Brand Value,
45% of the respondents are preferring because of Style, 12% of the respondents are
preferring because of Durability, 6% of the respondents are preferring because of Status
Quo, and only 4% of the respondents are belongs to Other category.

Thus the majority of the respondents prefer because of Style.

39
 CHART NO: 8

PERFERANCE OF THE RESPONDENTS TOWARDS INNOVA CAR

50
45
45
P
e 40
r 35
c
30
e
n 25
t 20 18
a 14
g 15 12
e 10
6
% 4
5
0
Brand Name Brand Value Family Durability Status Quo Others
Preference

40
 TABLE NO.9
PURPOSE OF USING INNOVA CAR

PERCENTAGE
S. NO PURPOSE NO. OF. RESPONDENTS (%)
1 Office 39 31

2 Trips 17 14

3 Family outing 17 14
4 Luggage carries 3 2
5 College 46 37
6 Military 3 2
TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 31% of the respondents are using for their
Office purpose, 14%of the respondents are using for their Trips, 14%of the respondents
are using for their family outing, 2%of the respondents where using for luggage carries,
37%of the respondents were using for their college and only 2% of the respondents are
using for their military purpose.

Thus the majority of the respondents are using for their College purpose.

41
 CHART: 9

PURPOSE OF USING INNOVA CAR

40
37
35
p 31
e 30
r
c 25
e
n 20
t
15 14 14
a
g
10
e
% 5 2 2

0
Office Trips Family outing Luggage College Military
carries
Purpose

42
 TABLE NO.10

OPINION ABOUT RATE OF INNOVA CAR

PERCENTAGE
NO. OF.
S. NO OPINION
RESPONDENTS
(%)

1 Excellent 55 44

2 Good 58 46

3 Average 8 6

4 Poor 4 3

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 44% of the respondents rate it as excellent,
46% of the respondents rare it as Good, 6% of the respondents rate it as Average, and only
3% of the respondents rate it as Poor

Thus the majority of the respondents rate it as Good.

43
 CHART NO: 10

OPINION ABOUT RATE OF INNOVA CAR

50
46
44
45

p 40
e
35
r
c 30
e
n 25
t
20
a
g 15
e
% 10
6
5 3

0
Excellent Good Average Poor
Opinion

44
 TABLE NO.11

OPINION ABOUT MILEAGE OF INNOVA CAR

NO. OF.
S. NO OPINION PERCENTAGE
RESPONDENTS

1 Yes 60 48

2 No 65 52

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 48% of the respondents were satisfied with
the Mileage, 52% of the respondents were not satisfied with their Mileage.

Thus the majority of the respondents were not satisfied with their Mileage.

45
 CHART: 11

OPINION ABOUT MILEAGE OF INNOVA CAR

53
P 52
52
e
r 51
c
e 50
n
t 49
a 48
48
g
e 47
%
46
yes no
Opinion

46
 TABLE NO.12

OPINION ABOUT MAINTENANCE COST OF INNOVA CAR

NO. OF. PERCENTAGE

S. NO OPINION
RESPONDENTS
(%)

1 Expensive 59 47

2 Affordable 63 50

3 Cheap 3 2

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 47% of the respondents feels that the
Maintenance cost was Expensive, 50% of the respondents feels that the Maintenance cost
was Affordable and only 2% of the respondents feel that the Maintenance cost was Cheap.

Thus the majority of the respondents feel that the Maintenance cost was Affordable.

47
 CHART: 12

OPINION ABOUT MAINTENANCE COST OF INNOVA CAR

60

50
P 50 47
e
r
40
c
e
n 30
t
a 20
g
e
% 10
2
0
Expensive Affordable Cheap
Opinion

48
 TABLE NO.13

OPINION TOWARDS PRICE METHOD OF INNOVA CAR

NO. OF. PERCENTAGE

S. NO OPINION
RESPONDENTS
(%)

1 Premium Price 38 30

2 Standard price 77 62

3 Economical price 10 8

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 30% of the respondents feels that price of
the car is Premium, and 62%of the respondents feels that the price of the is Standard and
only 8% of the respondents feels that it is economically priced.

Thus the majority of the respondents feel that the price of the car is Standard.

49
 CHART NO: 13

SATISFACTION LEVEL TOWARDS PRICE INNOVA CAR

70
62
P 60
e
r 50
c
e 40
n 30
t 30
a
g 20
e 8
% 10

0
Premium Price Standard price Economical price
Opinion

50
 TABLE NO.14

OPINION TOWARDS AVAILABILITY OF INNOVA CAR

PERCENTAGE

NO. OF.
S. NO AVAILABILITY (%)
RESPONDENTS

1 Readily Available 63 50
Inadequate spare
2 supply 62 50

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 50% of the respondents feels that
Availability of the Spare parts are readily Available, 50% of the respondents feels that
Inadequate Spare supply.

Thus the majority of the respondents feel that Spare parts are readily available.

51
 CHART NO: 14

SATISFACTION LEVEL TOWARD AVAILABILITY INNOVA CAR

60
P 50 50
e 50
r
c 40
e
n 30
t
a 20
g
e 10
%
0
Readily Available Indequate spare supply
Availability

52
 TABLE NO.15

OPINION ABOUT RESALE VALUE OF INNOVA CAR

S. NO PERCENTAGE
NO.OF.
OPINION
RESPONDENTS
(%)

1 Excellent 30 24

2 Good 74 59

3 Average 14 11

4 Poor 7 6

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 24% of the respondents feels that Resale
value of the car is excellent,59% of the respondents feels that Resale value was Good, 11%
of the respondents feels that the Resale value was Average, 6%and only seven respondent
Resale value was Poor.

Thus the majority of the respondents feels that Resale value of the car are Good.

53
 CHART NO: 15

OPINION ABOUT RESALALE VALUE OF INNOVA CAR

70

59
P 60
e
r 50
c
e 40
n
t 30
24
a
g 20
e 11
% 10 6

0
Excellent Good Average Poor
Opinion

54
 TABLE NO.16

OPINION TOWARDS RECOMMEND INNOVA CAR TO OTHERS

NO. OF.
S. NO OPINION
RESPONDENTS PERCENTAGE
(%)

1 Yes 110 88

2 No 15 12

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 88% of the respondents will recommend
this to others, 12% of the respondents will not recommend this car to others.

Thus the majority of the respondents will recommend this car to others.

55
 CHART NO: 16
SATISFACTION LEVEL TOWARD RECOMMEND INNOVA CAR

100
88
P 90
e 80
r
70
c
60
e
n 50
t 40
a
30
g
e 20 12
% 10
0
Yes No
Opinion

56
 TABLE NO.17

SATISFACTIONLEVEL TOWARDS SELF START OF INNOVA CAR

LEVEL OF NO. OF.

S. NO PERCENTAGE
SATISFACTION RESPONDENTS
(%)

1 Highly satisfied 65 52

2 Satisfied 41 33

3 Neutral 13 10

4 Dissatisfied 3 2

5 Highly dissatisfied 3 2

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 54% of the respondents Highly Satisfied
with the Self-start, 33% of the respondents Satisfied with the Self-start, 10% of the
respondents Neutrally Satisfied with the Self-start, 2% of the respondents are dissatisfied
with the Self start. 2% of the respondents are highly dissatisfied
Thus the majority of the respondents highly satisfied with the Self start.

57
 CHART NO: 17
SATISFACTION LEVEL TOWARDS SELF START INNOVA CAR

60
P 52
e 50
r
c 40
33
e
30
n
t
20
a
10
g 10
e 2 2
% 0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
Level of satisfaction

58
 TABLE NO.18

SATISFACTION LEVEL TOWARDS DISC BREAK OF INNOVA CAR

LEVEL OF NO. OF. PERCENTAGE

S. NO
SATISFACTION RESPONDENTS
(%)

1 Highly Satisfied 39 31

2 Satisfied 61 49

3 Neutral 21 17

4 Dissatisfied 1 1

5 Highly dissatisfied 3 2

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 31% of the respondents Highly Satisfied
with the Disc brake, 49% of the respondents Satisfied with the Disc brake, 17% of the
respondents neutrally Satisfied with the Disc brake, and only 1% of the respondent
Dissatisfied with the Disc brake, 2% of the respondents Highly dissatisfied with the Disc
break.

Thus the majority of the respondents satisfied with the Disc break.

59
 CHART NO: 18

SATISFACTION LEVEL TOWARD DISC BREAK OF INNOVA CAR

60

P 49
50
e
r
c 40
e 31
n 30
t
a 20 17
g
e 10
%
1 2
0
Highly Satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
Level of satisfaction

60
 TABLE NO.19

SATISFACTION LEVEL TOWARDS PICKUP OF INNOVA CAR

LEVEL OF NO. OF. PERCENTAGE

S. NO
SATISFACTION RESPONDENTS
(%)
1 Highly satisfied 39 31

2 Satisfied 52 44

3 Neutral 28 22

4 Dissatisfied 3 2

5 Highly dissatisfied 3 2

TOTAL 125 100

SOURCE: PRIMARY DATA
INTERPRETATION

From the above table, it is inferred that 31% of the respondents Highly Satisfied
with the Pickup, 44% of the respondents Satisfied with the Pickup, 22% of the respondents
neutrally Satisfied with the Pickup, and only 2% of the respondent Dissatisfied with the
Pickup, 2% of the respondents Highly dissatisfied with the pick up.

Thus the majority of the respondents satisfied with the Pickup.

61
 CHART NO: 19

SATISFACTION LEVEL TOWARDS PICKUP OF INNOVA CAR

50
44
P 45
e 40
r
35 31
c
e 30
n 25 22
t 20
a 15
g
10
e
% 5 2 2
0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
Level of satisfaction

62
 TABLE No.20

SATISFACTION TOWARD FUEL EFFICIENCY OF INNOVA CAR

PERCENTAGE
LEVEL OF NO. OF.
S. NO (%)
SATISFACTION RESPONDENTS
1 Highly satisfied 50 40

2 Satisfied 40 32
3 Neutral 23 18

4 Dissatisfied 8 6

5 Highly dissatisfied 4 3
TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 40% of the respondents Highly Satisfied
with the Fuel Efficiency, 32% of the respondents Satisfied with the Fuel Efficiency, 18%
of the respondents neutrally Satisfied with the Fuel Efficiency, and only 6% of the
respondent Dissatisfied with the Fuel Efficiency and only 3% of the respondent are Highly
Dissatisfied.

Thus the majority of the respondents satisfied with the Fuel Efficiency.

63
 CHART NO: 20

SATISFACTION TOWARD FUEL EFFICIENCY OF INNOVA CAR

45
40
40
P
e 35 32
r
c 30
e 25
n
20 18
t
a 15
g
e 10
6
% 5 3

0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
Level of satisfaction

64
 TABLE NO.21

SATISFACTION LEVEL OF PAINT QUALITY OF INNOVA CAR

LEVEL OF NO. OF. PERCENTAGE

S. NO
SATISFACTION RESPONDENTS
(%)

1 Highly satisfied 63 50

2 Satisfied 38 30

3 Neutral 11 9

4 Dissatisfied 7 6

5 Highly dissatisfied 6 5

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 50% of the respondents Highly Satisfied
with the Paint quality, 30% of the respondents Satisfied with the Paint quality, 9% of the
respondents neutrally Satisfied with the Paint quality, % of the respondent Dissatisfied with
the Paint quality, and only H% of the respondents Highly Dissatisfied with Paint quality.

Thus the majority of the respondents highly satisfied with the Paint quality.

65
 CHART NO: 21

SATISFACTION LEVEL OF PAINT QUALITY OF INNOVA CAR

60

P 50
50
e
r
40
c
e 30
n 30
t
a 20
g
e 9
10 6
% 5

0
Highly satisfied Satisfied Neutral Dissatisfied Highly
dissatisfied
Level of satisfaction

66
 TABLE NO.22
SATISFACTION LEVEL OF TYRE QUALITY OF INNOVA CAR

LEVEL OF NO. OF. PERCENTAGE

S.NO
SATISFACTION RESPONDENTS
(%)

1 Highly satisfied 66 53

2 Satisfied 50 40

3 Neutral 5 4

4 Dissatisfied 2 2

5 Highly dissatisfied 2 2

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 53% of the respondents Highly Satisfied
with the Tyre quality, 40% of the respondents Satisfied with the Tyre quality, 4% of the
respondents neutrally Satisfied with the Tyre quality, 2% of the respondent are Dissatisfied
with the Tyre quality, and only 2% of the respondent Highly Dissatisfied with the Tyre
quality.
Thus the majority of the respondents highly satisfied with the Tyre quality.

67
 CHART NO: 22

SATISFACTION LEVEL OF TYRE QUALITY OF ROYALENFILELD

60
53
P
e 50
r 40
40
c
e 30
n
t 20
a
g 10
4
e 2 2
% 0
Highly satisfied Satisfied Neutral Dissatisfied Highly
dissatisfied
Level of satisfaction

68
 TABLE NO.23

SATISFACTION LEVEL OF SEATING POSITION OF INNOVA CAR

LEVEL OF NO. OF. PERCENTAGE

S.NO
SATISFACTION RESPONDENTS
(%)

1 Highly satisfied 59 50

2 Satisfied 48 38

3 Neutral 14 11

4 Dissatisfied 1 1

5 Highly dissatisfied 3 2

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 50% of the respondents Highly Satisfied
with the Seating position, 38% of the respondents Satisfied with the Seating position, 11%
of the respondents neutrally Satisfied with the Seating position, and only 1% of the
respondent Dissatisfied with the Seating position, and only 2% of the respondents Highly
dissatisfied.

Thus, the majority of the respondents satisfied with the Seating position.
69
 CHART NO: 23

SATISFACTION LEVEL OF SEATING POSITION OF INNOVA CAR

60

50
P 50
e
r
40 38
c
e
n 30
t
a 20
g
11
e
10
%
1 2
0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
Level of satisfaction

70
 TABLE NO: 24
SATISFACTION LEVEL OF SHOCK ABSORBERS OF INNOVA CAR

LEVEL OF NO. OF. PERCENTAGE

S.NO
SATISFACTION RESPONDENTS
(%)

1 Highly satisfied 52 42

2 Satisfied 41 33

3 Neutral 24 19

4 Dissatisfied 6 5

5 Highly dissatisfied 2 2

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 42% of the respondents Highly Satisfied
with the Shock Absorbers, 33% of the respondents Satisfied with the Shock Absorbers,
19% of the respondents neutrally Satisfied with the Shock Absorbers, 5% of the
respondents are dissatisfied with the Shock Absorbers and only 2% of the respondents are
Highly Dissatisfied with the Shock Absorbers.

Thus the majority of the respondents highly satisfied with the Shock Absorbers.

71
 CHART NO: 24

SATISFACTION LEVEL OF SHOCK ABSORBERS OF INNOVA CAR

45 42
P 40
e 33
35
r
30
c
e 25
19
n 20
t 15
a 10
g 5
5 2
e
0
%
Highly satisfied Satisfied Neutral Dissatisfied Highly
dissatisfied
Level of satisfaction

72
 TABLE NO.25

SATISFACTION LEVEL HEADLIGHT/INDICATOR OF INNOVA CAR

LEVEL OF NO. OF. PERCENTAGE

S.NO
SATISFACTION RESPONDENTS
(%)
1 Highly satisfied 62 50

2 Satisfied 35 28

3 Neutral 17 14

4 Dissatisfied 9 7

5 Highly dissatisfied 2 2

TOTAL 125 100

SOURCE: PRIMARY DATA

INTERPRETATION

From the above table, it is inferred that 50% of the respondents Highly Satisfied
with the Head light/Indicator, 28% of the respondents Satisfied with the Head
light/Indicator, 14% of the respondents neutrally Satisfied with the Head light/Indicator,
7%of the respondents are dissatisfied with Head light/Indicator and only 2% of the
respondent are Highly Dissatisfied with the Head light/Indicator.

Thus the majority of the respondents highly satisfied with the Head light/Indicator.

73
 CHART NO: 25

SATISFACTION LEVEL HEADLIGHT/INDICATOR OF INNOVA CAR

60

50
P 50
e
r
40
c
e
n 30 28
t
a 20
g 14
e
10 7
%
2
0
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
Level of satisfaction

74
 CHAPTER-V

ANALYSIS OF FINDINGS, SUGGESTIONS AND CONCLUSION

5.1 FINDINGS

 Majority (75%) of the respondents are Single.

 Majority (50%) of the respondents are Private Employee.

 Majority (66%) of the respondents age group is below 20-30 years category of the age
group
 Most (30%) of the respondents family income is below ₹20,000 to ₹30,000

 Majority (55%) of the respondents are in Nuclear family

 Majority (52%) of the respondents are known through Friends/Relatives.

 Most (46%) of the respondents are using Bullet.

 Most (45%) of the respondents are preferring because of Style.

 Most (37%) of the respondents are using for their College.

 Most (46%) of the respondents rate it as Good

 Majority (52%) of the respondents are not satisfied with the Mileage
 Majority (50%) of the respondents feels that the Maintenance cost was Affordable

 Majority (62%) of the respondents feels that the price of the car is Standard.
 Majority (50%) of the respondents feels that Spare parts are readily available

 Majority (59%) of the respondents feels that Resale values of the car are good.
 Majority (88%) of the respondents will recommend this car to others.
 Majority (54%) of the respondents highly satisfied with the Self start.

 Majority (51%) of the respondents satisfied with the Disc brake.

 Most (44%) of the respondents satisfied with the Pickup

75
 Most (40%) of the respondents satisfied with the Fuel Efficiency.
 Majority (50%) of the respondents highly satisfied with the Paint quality.

 Majority (53%) of the respondents highly satisfied with the Tyre quality
 Majority (50%) of the respondents satisfied with the Seating position.

 Most (42%) of the respondents highly satisfied with the Shock Absorbers
 Majority (50%) of the respondents highly satisfied with the Head light/Indicator

 Most (44%) of the respondents Satisfied with the Wheel Base.

 Majority (52%) of the respondents are Highly Satisfied with the Build quality

 Majority (60%) of the respondents are Highly Satisfied with the Appearance.
 Majority (52%) of the respondents are Highly Satisfied with the Ride quality

 Majority (68%) of the respondents are Highly Satisfied with the Driving comfort.

76
5.2 SUGGESTIONS

 The company can come out with present model by uplifting the technology of present
available models
 The company can adhere its pricing strategies based on “value added pricing”.
 To capture customers’ attention the company can put up stalls in major exhibition, fairs
and sponsor events like fashion show, rock show, cricket match.
 The company can attract new customers by expanding dealership network.
 They can plan to export Innova car to other developing countries like Brazil, China and
Russia to capture the market there.
 The company can take initiative to reduce the lead-time and to enhance the prompt
delivery.
 The company can take initiative to improve the fuel efficiency which would delight his
customers.

77
5.3 CONCLUSION

By the Study entitled “A STUDY ON CUSTOMERS’ PREFERENCE TOWARDS

INNOVA CAR WITH SPECIAL REFERENCE IN ERODE CITY” was undertaken with the
objective of finding out customer’s preference level on Innova car. Here adopted suitable
methodology for data collection and analysis. It is clear from the study that the most customers of
Innova car are highly satisfied in almost all areas offered by Innova car. And most majorities
among the satisfied customers are delighted customers. This study reveals that by way of reducing
the lead-time, improving fuel efficiency, service and advertisement and by introducing new models
capable to compete with the fresher’s in the market, Innova car can easily make the whole
customers into highly delighted customers.

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BIBLIOGRAPHY

BOOKS REFERRED

 Marketing Management, 1st edition, publisher, philipkotler, New Delhi, 1983.

 P. A. Navanitham “Business mathematics and statistics, Jai publisher, trichy”2013.
 C.R. Kothari “Research methodology”, New age international (p) limited, Kalyani
publisher, New Delhi 2013

Magazines Refereed

 The Bullet-In, the magazines for all Innova car Bullet Enthusiasts.
 Innova car Magazines, The BEAT

WEBSITE

http://royalenfield.com/

https://en.wikipedia.org/wiki/Royal_Enfield

www.autoportal.com/Royal-Enfield/Bullet-Price

https://www.pricedekho.com/car/innova+cars-price-list.html

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 APPENDIX

A STUDY ON CUSTOMER PREFERENCE TOWARDS INNOVA CAR

WITH SPECIAL REFERENCE TO ERODE CITY.

QUESTIONNAIRE

Name

1. Age

a) 20-30 years b) 30-40 years c) 40-50 years d) >50 above

2. Marital status

a) Married b) Single

3. Types of respondents

a) Government employee b) Private employee c) Agriculturist

d) Students e) Others

4. Family income

a) Below Rs. 20,000 b) Rs. 20,000-30,000 c) Rs. 30,000-40,000

d) Rs. 40,000-50,000 e) Above Rs. 50,000

5. Type of family

a) Joint family b) Nuclear family

6. How did you come to know about “Innova car”?

a) Television b) Newspaper c) Internet

d) Friends/relatives e) Showroom f) Others

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7. Select the Innova car model you presently own?

a) G-SLF 8 STR b) GX 7 STR c) GX 8 STR

d) VX 2.4 7 STR e) Others

8. Why did you prefer Innova car?

a) Brand name b) Brand value c) Family d) Durability

e) Status Quo f)Others

9. What purpose you are using of the Innova car?

a) Office b)Trips c) Family outing

d) Luggage carries e) College f) Military

10. Give your opinion about rate of the Innova car?

a) Excellent b) Good c) Average d) Poor

11. Whether the mileage give preference?

a) Yes b) No

12. What is your opinion about maintenance cost of the Innova car?

a) Expensive b) Affordable c) Cheap

13. Give your opinion about the method of price of Innova car?

a) Premium price b) Standard price c) Economically price

14. What is your opinion about the availability of spare parts?

a) Readily available b) Inadequate spare supply

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15. Give your opinion about resale value of the Innova car?

a) Excellent b) Good c) Average d) Poor

16. Did you refer of Innova car to others?

a) Yes b) No

17. Are you satisfied the self start of Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

18. What is your opinion regarding disk break of the Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

19. Are you satisfied with pick up of the Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

20. Give your opinion about fuel efficiency of the Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

21. Are you satisfied with paint quality of the Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

22. What is your preference level of tyre quality of the Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

23. Do you satisfied with the seating position of the Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

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24. Are you satisfied with shock absorbers of the Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

25. Give your opinion about head light/indicator of the Innova car?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied

83