Consumer Behaviour

Consumer Behaviour - Personal and Organisational
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8-1 8-1 Dr S.L Gupta
Chapter
Consumer Behaviour Personal and Organisational
Consumer behaviour refers to the mental and emotional processes and the observable behaviour of consumers during searching, purchasing, and post consumption of a product or service. Satish K. Batra and S. H. H. Kazmi, Consumer Behaviour, Excel Books, 2004.
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Social Factors Culture and Subculture Roles and Family Social Class Reference Groups
Psychological Factors Motivation Perception Learning Attitudes Personality
Personal Factors Demographic Factors Lifestyle Situational factors Involvement Level
Consumer Decision-Making Process Problem Recognition Information Search Alternatives Evaluation Purchase Action Postpurchase Actions
Various Factors Influencing Consumer Behaviour
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Social Factors
Social factors refer to forces that other people exert and which affect consumers purchase behaviour. These include culture and subculture, roles and family, social class, and reference groups.
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Culture and Subculture

Culture influences consumers through the norms and values established by the society in which they live. Subcultures exist within a given dominant culture.
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Roles and Family
Initiator (Need recognition)
Gatekeeper (Information search)
Influencer (Evaluation of alternatives)
Decisionmaker (Decision to buy)
Buyer (Purchase)
User (Consumption) & evaluation
Joint Decision-Making Process
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Social Class
Social class defines the ranking of people in a society into a hierarchy of distinct
status classes; upper, middle and lower, so that the members of each class have relatively the same status based on their power and prestige.
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Reference Groups
A reference group refers to a group of people with whom an individual identifies herself/himself and the extent to which that person assumes many values, attitudes, or behaviours of group members.
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Psychological Factors
Psychological factors are internal to an individual and generate forces within that influence her/his purchase behaviour. The major forces include motives, perception, learning, attitude, and personality.
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Motivation
This refers to driving forces within an individual produced by a state of tension
caused by unfulfilled needs, wants, and desires.

Learning Unfulfilled Needs, Wants and Desires
Felt Tension
Drive
Appropriate Behaviour Cognitive Processes
Goal or Need Fulfilment
Tension Reduction
Motivation Process
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Motivation Research
Some of the methods used to probe the subconscious mind include: In-depth interviews Projective techniques Association tests Focus group
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Perception
Perception is the process by which an individual selects, organises, and interprets stimuli into a meaningful and coherent picture of the world. Perception includes three distinct processes: Sensation
Information selection
Interpreting the information
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Learning
Learning is viewed as a relatively permanent change in behaviour occurring as a result information or experience, both direct and indirect. There are two basic approaches to learning: (1) behavioural approach, and
(2) cognitive learning approach.
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Attitudes
An attitude is an enduring organisation of motivational, emotional, perceptual, and cognitive processes with respect to some aspect of our environment.
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Personality
Personality refers to a dynamic concept that describes the growth and development of an individuals whole psychological system, which looks at some aggregate whole that is greater than the sum of the parts.
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Marketers consider four main theories of personality as more relevant to their purpose and include (1) Self-concept theory: Self-concept describes the totality of an individuals thoughts and feelings having reference to herself/himself as an attitude object. (2) Psychoanalytic theory: Personality is the result of childhood conflicts
between three fundamental components of personality: Id, Ego, and

Superego. (3) Social-cultural theory: Social and cultural variables are more important than biological drives in the development of individual personality. (4) Trait theory: Personality is composed of a set of traits that are relatively stable and describe a general pattern of behaviour.
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Personal Factors
Personal factors include those aspects that are unique to a person and influence purchase behaviour. These include demographic factors, lifestyle, and situational factors.
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Demographic Factors
Demographic factors include individual customers age, gender, education, occupation, income, marital status, family size, etc. These characteristics affect the purchase and consumption behaviour of persons.
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Lifestyle
Lifestyle is an indicator of how people live and express themselves on the basis of their activities, interests, and opinions.
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Situational Factors
All those factors particular to a time and place that do not follow from a knowledge of personal (intra-individual) and stimulus (choice alternative) attributes and that have a demonstrable and systematic effect on current behaviour.
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Involvement Level
Consumer involvement is considered as an important variable that can help explain how consumers process the information and how this information might influence their purchase or consumption related behaviour. There are several broad types of involvement related to the product, the message, or the perceiver.
Product involvement
Advertising involvement Purchase situation involvement
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Consumer Decision Processes

There are various types of consumer-decision processes. Nominal decision-making Extended decision-making Limited decision-making
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High
Level of involvement
Low
Nominal
Limited
Extended
Types of Decision-making
Involvement Level and Types of Decision- Making

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Consumer Decision-making Process

Consumer decision-making generally involves five stages:
Problem or need recognition,

information search, alternatives evaluation,
purchase, and
post-purchase evaluation.
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Need Recognition Nisha is fed up with her now obsolete computer with CRT monitor. She needs a 15 laptop for easy mobility and comfort.
Stages in Consumer Decision Process
Information Search Nisha surfs the Internet to learn about laptops. Alternatives Evaluation Nisha considers several brands in terms of reputation, features service support, and price. Store Selection and Purchase
Post-purchase action
Nisha chooses one model of IBM laptop. It has features that appeal to her, dealer gives her Rs. 800 discount, and she buys it.
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Organisational Consumer
The decision-making process by which organisations establish the need for purchased products and services and identify, evaluate and choose among alternative brands and suppliers. Organisational buyer characteristics differ from final consumers in several
important aspects.
Group-based Decision-making Technical Knowledge Rational Motives Dominate
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Decision Approach and Purchase Patterns

Organisational purchases and buying patterns differ from final consumers in many ways. Formality Negotiations
Less Frequent Purchases

Reciprocity Service
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Types of Decision Situations

Straight Re-buy Modified Re-buy New Task
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Organisational Buyer Decision Process

The size of a decision-making unit (DMU) may vary according to how new, complex and important the purchase decision is; and how centralised, structured and specialised the organisation is.
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Problem Recognition
The first stage of organisational buying decision involves recognising a need or problem.
Product Specification
Participants involved in the decision-making process assess the problem or need and determine what is required to resolve or satisfy it.
Product and Vendor Search

The organisation tries searching for possible products to solve the problem, and also to locate firms who may qualify to be suitable suppliers for those products.
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Product and Vendor Evaluation

The buying centre makes an evaluation to determine which products meet the laid down specifications. Various vendors are also evaluated on criteria such as price, delivery, service, warranty, credit terms, etc.
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Product and Vendor Selection

Information gathered during evaluation stage is used to select finally the product to be purchased, as well as the vendor from which the purchase will be made.
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Performance Evaluation
The last stage in purchase decision process involves an evaluation of the product as well as vendor performance.
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Consumer Behaviour

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Consumer Behaviour - Personal and Organisational