A STUDY ON CUSTOMER SATISFACTION TOWARDS TOYOTA IN MADURAI

Special Issue - Innovative Commerce: Bridging Business and Computer Applications (ICBBCA-2026) |PG Department of Commerce with Computer Applications, Mannar Thirumalai Naicker College, Madurai – March 2026| International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

The findings reveal that the majority of customers are highly satisfied with Toyota vehicles, particularly in terms of reliability, durability, safety features, and resale value. However, some respondents expressed concerns regarding service costs and waiting time at service centres. Overall, the study concludes that Toyota enjoys strong brand loyalty and a positive reputation in Madurai. The research suggests that improving service efficiency and offering competitive service packages could further enhance customer satisfaction and long-term customer retention.

References

 

1. Below is a sample of references you can include in your study formatted in common academic styles (APA):
2. Baber, H. (2018). Service quality perception of customers: A study of Toyota Motors in India. Organizations and Markets in Emerging Economies, 9(2), 311–323. This research examines the gap between expected service quality and perceived service, and its impact on customer satisfaction in India.
3. International Journal of Management, IT & Engineering. (2022). Service quality and customer satisfaction in the Indian automotive sector. Provides comparative data on customer satisfaction across major automotive brands, including Toyota, based on service quality factors.
4. Saragih, D. A., & Mail, H. M. (2023). The impact of price, promotion, and service quality on customer satisfaction: The mediating role of brand image in Toyota car products. Journal of Social Studies, Arts and Humanities (JSSAH). Discusses how external marketing efforts interact with satisfaction levels.
5. Autocar India. (2025). 2022 India Sales Satisfaction Index (SSI) study. — Highlights Toyota’s standing in a national customer satisfaction survey relative to other manufacturers in India.
6. Unarat, A. (2021). The effects of customer satisfaction and its effects on advocacy of Toyota car users in Thailand. Journal of Management Science Nakhon Pathom Rajabhat

Keywords

Customer satisfaction, automobile industry, customer perception, product quality, service quality, after-sales service, brand loyalty, purchase decision, customer expectations, customer experience.