consumer decision making process
TRANSCRIPT
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CONSUMER DECISION MAKING PROCESS
PRESENTED BY KHALIL AHMAD
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CONTENTS
•INTRODUCTION•FIVE FACTORS INFLUENCING DECISION•LEVELS OF CONSUMER DECISION MAKING
•TYPES OF CONSUMER BUYING DECISIONS
•CONSUMER DECISION-MAKING PROCESS
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INTRODUCTION• The purchase is only the visible part of a more complex
decision process created by the consumer for each buying decision he makes.
• But what happens before and after this purchase? • What are the factors influencing the choice of product
purchased by the consumer?• Let’s focus on the Consumer Buying Decision Process and the
stages that lead to purchase a new product.
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Five Factors Influencing Decisions1. Level of consumer involvement
2. Length of time to make decision
3. Cost of good or service
4. Degree of information search
5. Number of alternatives considered
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LEVELS OF CONSUMER DECISION MAKING• Not all consumer decisions receive or require the same
amount of effort in the information search.• Researchers have identified three specific levels of
consumer decision making: i. extensive problem solving, ii. limited problem solving, and iii. routinized response behavior.
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Types of Consumer Buying Decisions
More Involvement
LessInvolvement
RoutineResponseBehavior
LimitedDecisionMaking
ExtensiveDecisionMaking
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Extensive Problem Solving• When consumers have no established criteria for
evaluating a product, or have not narrowed their choices, then they are in extensive problem solving.
• At this level, the consumer needs a great deal of information to establish a set of criteria on which to judge specific brands and a correspondingly large amount of information concerning each of the brands to be considered.
• Example- Used while buying expensive, important or technically complicated product or services.
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Limited Problem Solving• At this level consumers have already established the
basic criteria for evaluating the product category but haven’t established preferred categories.
• Their search for additional information is more like “fine-tuning;” they must gather additional brand information to discriminate among the various brands.
• Example- Usually used when purchasing a new, updated version of something. Replacing something old with something new.
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Routinized Response Behavior• At this level, consumers have some experience with the
product category and a well-established set of criteria with which to evaluate the brands they are considering.
• They may search for a small amount of additional information.• Routinized response behavior implies little need for
additional information.• Example- Day to day decisions.
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Consumer Decision-Making Process
Postpurchase Behavior
Purchase
Evaluation of Alternatives
Information Search
Need Recognition
Cultural, Social, Individual and Psychological
Factors affect
all steps
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Consumer Profile• Middle aged man• Lives in Delhi • Expected monthly income 35000• Been Driving Tata Indigo Diesel for 4 years • Daily drives atleast 25 kms. • Faces parking problem at workplace.
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Need Recognition
• Recognition of a need occurs when a consumer is faced with a problem.
• Among consumers there seem to be two different problem recognition styles.
• Actual state types —consumers who perceive that they have a problem when a product fails to perform satisfactorily.
• Desired state types —the desire for something new may trigger the decision process.
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Need Recognition• Fuel Efficient • Less maintenance• Good After Sales Service • More Space Internally • Price range 4,00,000-5,00,000• Convenience for servicing • Safety • Comfort
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Prepurchase Information SearchInternal Information Search
Recall information in memory
External Information search
Seek information in outside environment
Non-marketing controlled Marketing controlled
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- Advertising- Salespeople
- Infomercials
- Websites
- Point-of-sales materials
Sources of Information Marketer Dominated
- Friends- Family
- Opinion leaders
- Media
Non-Marketer Dominated Stimuli
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Factors that are likely to increase pre purchase search1. Product factors2. Situational factors• Experience• Social acceptability • Value-related considerations3. Consumer factors• Demographic characteristics• Personality
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Information SearchInternal : Memory and ExperienceFriends and Family, Magazines and MediaRespective Company sitesZig wheels Carwale.com Autos. Max about.com Auto Car India.comTest Drives
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Evaluating Alternatives
Determine criteria to be used for evaluation of products
Assess the relative importance of the each criteria
Evaluate each alternative based on the identified criteria
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Evoked Set
Purchase!
Evaluation of Products
Analyze product attributes
Use cutoff criteria
Rank attributes by importance
Evaluation of Alternatives
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Evaluation of Alternatives• When evaluating potential alternatives, consumers tend to use
two types of information: • A “list” of brands (the evoked set).• The criteria they will use to evaluate each brand.
The evoked set refers to the specific brands the consumer considers in making a purchase in a particular product category.The inept set consists of brands the consumer excludes from purchase consideration as unacceptable.The inert set is those brands to which the consumer is indifferent because they are perceived as having no advantage.
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Evaluation of Alternatives• Based on different parameters Many Cars were
evaluated some are:• Ford Figo • Chevrolet Beat • Maruti A-Star, Ritz, Swift, Wagon-R • Fiat Punto• Hyundai i 10
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: A Star ZXI Ritz Vxi Bs 4 i-10 Figo 1.2 ZXI Beat Wagon R
Fuel Economy 15km/ltr 16km/ltr 16.8km/ltr 15.6km/ltr 14.5km/ltr 18.9km/ltr
Engine type K10B K12M drive by wire technology
Irde 1.1 In line engine S-TEC II 16V K Series
Power steering
yes yes no yes yes yes
Ground clearence 170 mm 170 165mm 168mm 165mm 165mm
Price(Ex- show room)
4,18,000 4,35,616 4,23,000 4,08,600 4,75,000 4.,18,765
Dual Air-Bags Yes No yes No No yes
Turning radius (mtrs)
4.7 4.7 4.7 4.9 4.8 4.6
anti lock braking system
yes yes yes no no yes
Evaluation of Alternatives
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Evaluation A Star Ritz Vxi Bs 4 i-10 Figo 1.2
Duratec ZXIBeat Wagon R
Central locking
Yes Yes Yes Yes Yes Yes
Child Safety Lock
Yes Yes Yes No No Yes
Power Window
yes yes no yes yes Yes
Rear Defogger Yes No No Yes Yes Yes
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PurchaseTo buy or not to buy...
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Types of Purchases
Consumers make three types of purchases:
TrialPurchases
Repeat Purchases
Long-TermCommitmentPurchases
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• Total set : All Cars
• Awareness set : Maruti, Tata, Hyundai, Honda,
volksvagon etc.
• Consideration set : Ford Figo, Chevrolet Beat, Maruti A-
Star, Ritz, Swift, Wagon-R, Fiat Punto,Hyundai i 10
• Decision set : Wagon-R
• Purchase set : Wagon-R
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Why Wagon-R Vx i• Excellent Safety and Security Features• Highest Fuel Efficiency • Good After Sales service as this car is been in the market for a very
long time. • Largest number of service stations and dealers. 30 dealers in Delhi • Low turning radius- best suited for metropolitan cities (4.6 mtr)
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Postpurchase BehaviorCognitive Dissonance
?Did I make a good decision?
Did I buy the right product?
Did I get a good value?
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• As consumers use a product, they evaluate its performance in light of their own expectations.
• There are three possible outcomes of such evaluation.
• Actual performance matches the standard, leading to a neutral feeling.
• Positive disconfirmation when the performance exceeds the standard.
• Negative disconfirmation when the performance is below the standard.
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Outcomes of Postpurchase Evaluation• Actual Performance Matches
Expectations• Actual Performance Exceeds
Expectations• Positive Disconfirmation of Expectations
• Performance is Below Expectations• Negative Disconfirmation of Expectations
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THANK YOU