General Introduction

Consumer Service Perception Consumer perception is an attempt to understand how a consumers perception of a product or service influences their behavior. Those who study consumer perception try to understand why consumers make the decision they do, and how to influence these decisions .Usually, consumer perception is used by marketers when designing a campaign for a product or brand. However, some people study consumer perception in order to understand psychology in a much more general sense. Customers perceive service in terms of the quality of the service of the service and how satisfied they are overall with their experiences. Companies today recognize that they can complete more effectively by distinguishing themselves with respect to service quality and improved customer satisfaction. Perception In general psychological terms, perception is our ability to make some kind of sense of reality from the external sensory stimuli, to which we are exposed. Several factors can influence our perception, causing it to change in certain ways. For example, repeated exposure to one kind of stimuli can either make us oversensitive or desensitized to it. Additionally, the amount of attention we focus on something can cause a change in our perception of it. Service quality

Statement of Problem Nandi Toyota wants to determine the customer perception regarding its service quality. The company would like to improve service quality and effective delivery. Objectives of the study Develop critical knowledge of service quality. To know the complaints about staff. To analyze the performance of service advisors. To know the customer perception about the service

Scope of the study This study highlighting product delivery, response time, availability of company products. The overall study was intended the effectiveness of the company by understanding the areas of improvement required, and taking corrective measures to satisfy the customers in a profitable way. This study knows the customer service perception.

Methodology Correlation When the relationship is of a quantitative nature the appropriate statistical tool for discovering and measuring the relationship and expressing it in a brief formula is known as correlation. The effect of correlation is to reduce the range of uncertainty of prediction.

Types of correlation: Positive correlation If the value of the variables deviated in the same direction.

Negative correlation If the variables deviated in opposite direction.

Types of Research This is a qualitative research and is purely based on the opinion of the respondents. Research Method Survey method and direct interview has been used to do this research. It is a Discrete method of research. Research Technique Questionnaires covering various parameters of customer expectation have been used to do this research. Interviews have been conducted with the loyal customers of Nandi Toyota. Face to face formal and informal conversations with the customers is another tool used in this research. Data Collection Sources Primary data has been collected for the purpose of the survey. Data Gathering Procedure Data has been gathered directly by interviewing the critical talent and respective customers. It has also been collected during formal and informal discussions with the customer of the Nandi Toyota and by observation. Population of the study The population under study is around 150 to 200 customer, which includes all kinds of customers in Nandi Toyota. Sample Size The number of people who can be considered as the sample survey is 100. Sampling Technique Stratified random sampling method is used to choose a representative sample. Sample Description The chosen sample is between the age group of 20-30, 31-40, 41-50 & above 50. Most of the respondents are from Bangalore.

Statistical Tools Tables and charts have been used to show the analysis of the statistical data. Limitations of the Study The opinion of the respondents might not be true. Few customers were not interested to have interview. The study was only limited to the existing customers only. The survey was conducted only in Bangalore region.