Cristal 3 AFM - C´ alculo del Espectro Fon´ onico

ESTADO DEL ARTE

4.8. C´ alculo del Espectro Fon´ onico

5.2.6. Cristal 3 AFM

The research being carried out on the organisations are important for the further development. At the end of the research, the researcher has spotted out light in few areas where further research should be carried out to improve customer satisfaction level. The gap between the customer expectation and perception was found to be high as there is high demand from

Toyota on quality front in Indian market. When this is carried out, the customer satisfaction level could reach next higher level that would aid in achieving the vision of the organisation.

6.5 Conclusion

The research has begun with the aim of investigating the impact of quality on customer satisfaction of Toyota in India. For this the literature related to analysing the quality process and the quality management systems that are implemented in the organisation were reviewed. Furthermore literatures were reviewed on the customer satisfaction and brief review is carried out on the performance of the organisation. Qualitative research methodology has been adapted to gather and analyse the data for the research. The result derived from the questionnaire method was presented in the graphical form and case study method was highlighted and discussed. Recommendation to refocus on quality, changes in areas required to improve quality and improve the customer satisfaction level to the new level were given. The future area of research on customer perception and expectation was also spotted by the research to continuously improve the customer satisfaction of Toyota.

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Appendix

The questions that was used to gather data for the research carried out quality impact on customer satisfaction of Toyota in India is mentioned below:

1. Quality is first and foremost aspect for Toyota Strongly agree

Agree