Post on 10-Apr-2018
8/8/2019 PPT on COnsumer Behavior
1/20
PRESENTATION
ON
CONSUMER BEHAVIOR
Submitted by:Harshita jainShishir jain
Praveen mayar
8/8/2019 PPT on COnsumer Behavior
2/20
Restaurants
Consumption experience
It depends on the environment of the restaurant, food quality, service standards
etc.
How often is the service used
This service is consumed frequently.
Rush is more at the evening time.
Who uses it
This service is used by all the age of people but mostly teens and youth consume
this service frequently.
When?
when the person wants to change the taste, change of mood, getting bored,
hunger, dates, get together, parties, meetings, various occasions and celebrations
etc.
8/8/2019 PPT on COnsumer Behavior
3/20
Cont.
What feelings and opinions surround the consumption experience?
The feelings like to enjoy the sight, aroma, texture and taste of the food,
entertainment, leisure activities etc.
What Type of relationship does the customer have with the product or service?
over a period of time the relationship has been increased substantially.
Psychological relationshipwith customer .
Casual relationship
What Terms best describe the relationship
Loyal towards the restaurants, recommend others, comes regular etc.
8/8/2019 PPT on COnsumer Behavior
4/20
Cont
How long has the relationship been going on? How has
it evolved and changed over time?
The relationship with restaurant has been going on from past few decades as
we are slowly adopting the western culture. Previously we use restaurant for
the sake of change of taste Now
restaurant are the placew
here people can sitfor a long time, enjoy and relax and it is a part of social status.
What terms best describe the relationship: good, bad, mixed,
ambivalence, dependency, casual, partners, exploited, exploitative, good
friends ?
When the customer is loyal towards the restaurant and he comes over and
over again then the relationship is good. Sometimes the relationship is casual
also.
8/8/2019 PPT on COnsumer Behavior
5/20
Stock outs, unavailability of parts or service, inappropriate
communication, quality lapses, violations of norms or expectations or values?
stock outs are mostly prevailed in restaurants.
Wait for a long time.
Mostly in case of restaurant quality of food, service standards, expectations and
values are the main issue by which the customer gets upset soon.
Exceptional service, welcome communication, performance above
expectations, affirmation of values. Is the customer satisfied or dissatisfied
with the product or service?
Customer expectations are always high.
Delight your customer.
8/8/2019 PPT on COnsumer Behavior
6/20
What Factors influence the level of felt (dis) satisfaction?How were expectations
formed? Did the product exceed them or fall short? How?What is the meaning of
this product or service to the customer?
Dissatisfaction : If the customer expectations are not fulfilled.
The main factors which influence the level of dissatisfaction are the environment,
quality, service standards etc.
expectations are formed mostly by the referrals or recommendations.
when a person gets privacy along with the good quality, better attention and timely
services it is said to be exceeded.
How does the product fit into the consumers life?What role does it play?Whatrole does the brand play in all of this?
As the restaurant can be a part of human life.
Customer goes to restaurant for so many reasons like for change of taste, outing,
change of mood, celebrations, get together etc.
Sometimes it also becomes a part of his social status.
Brand : give promise, identity to the restaurant.
8/8/2019 PPT on COnsumer Behavior
7/20
TV Consumption experience
The consumption experience depends on technology. sound quality.
Entertainment product
How often is the product used
TV is used daily or regularly.
Who uses it
Family members.
It is used by all the age of people.
When?Where? How often?
when they are getting bored, females use it daily forwatching daily serials, children
usually watches cartoon network after coming from schools while adults and mens
prefer to watch news,sports,etc.
8/8/2019 PPT on COnsumer Behavior
8/20
Cont.
What feelings and opinions surround the consumption
experience?
The feelings like entertainment, leisure activities, knowledge,
Durability.
What Type of relationship does the customer have with the
product or service?
The relationship is very good with TV. Some customers are very much
emotionally attached with theirTV as it is an indication of their status.
What Terms best describe the relationship
Good consumption experience ,sometimes it is mixed due to picture
quality,picture tube is not of good quality and sound quality.
8/8/2019 PPT on COnsumer Behavior
9/20
Cont
How long has the relationship been going on? How has it evolved and
changed over time?
Last 20-25 years in India. Some customers are using since then only. But
after the lowering down of the prices of TV and introduction of new
technologies it became the general purpose item, and everybody started
using, buying TV. In a single family all the members are use to watch TV and
earlier necessity was only entertainment.
Is the customer satisfied or dissatisfied with the product ?
Variety of features, low price, after sales service due to which the customers
get delighted.
8/8/2019 PPT on COnsumer Behavior
10/20
Cont..
What Factors influence the level of felt (dis) satisfaction?
services received less than the expectation and also if sound and picture
quality is not up to the expectation
How were expectations formed?
Expectations are formed by looking at the ads displayed on television,
friends recommendation, personal expectation etc. usually the product is
according to the expectation only.
How does the product fit into the consumers life?What role does it
play?
As it helps to overcome from boredom and provide with various
information and knowledge
8/8/2019 PPT on COnsumer Behavior
11/20
Cont..
What role does the brand play in all of this?
Mostly customers have the brand name in their mind before going
to a TV store or showroom and they purchase the TV of that brand
only because of their previous good experience or friends
recommendation, durability and faith on that brand.
8/8/2019 PPT on COnsumer Behavior
12/20
Coat
Q. How would you describe the consumption experience?
Ans-1) lifestyle related product
2) Quality and the taste
3)Good consumption experience.Q. How often is the product used or consumed?
Ans- 1) Occasions
2) Daily routine
Q.Who uses it?When?Where? How often?Ans-1) corporate houses
2) common man
8/8/2019 PPT on COnsumer Behavior
13/20
Cont..
Q.What Feelings and opinions surround the consumption experience?
Ans-1) looking good
2) value for money
3) good experience
Q.What Type of relationship does the customer have with the product or
service?
Ans - Deep and sustain.
Q.What Terms best describe the relationship: good, bad, mixed,
ambivalence, dependency, casual, partners, exploited, exploitative,good friends?What Kinds of things have gone wrong in the
relationship?
Ans-1)Good consumption experience
2) depended
3) casual
8/8/2019 PPT on COnsumer Behavior
14/20
Cont..
Q. Stock outs, unavailability of parts or service, inappropriate communication,
quality lapses, violations of norms or expectations or values? What Positive
surprises have occurred?
rarely stock out condition
Not available
Q. Exceptional service, welcome communication, performance above
expectations, affirmation of values. Is the customer satisfied or dissatisfied withthe product or service?
Consumption experience
value addition
Past experience
8/8/2019 PPT on COnsumer Behavior
15/20
Cont..
Q.What Factors influence the level of felt (dis) satisfaction? How were
expectations formed? Did the product exceed them or fall short? How?What is
the meaning of this product or service to the customer?
Satisfaction level- Taste,fabric and comfort level
Dissatisfaction level- Experience ,comfort level
Q.How does the product fit into the consumers life?What role does it play?
What role does the brand play in all of this?
Executive class-meetings etc.
Common man-parties etc
Style,comfort,satisfaction level
8/8/2019 PPT on COnsumer Behavior
16/20
DEO Consumption experience?
It depends on person to person. Each and every person can differ in their
choices.
customer delight.
How often is the product used or consumed?
Regularly as deo basically Obstruct the bad order.
What feelings and opinions surround the consumption experience
purpose of fashion, lifestyle product, for showing how trendy you are.
This product should be anti persistent, good order .
Who uses it
Deo is used by all age group but is mostly consumed by youth.
8/8/2019 PPT on COnsumer Behavior
17/20
Cont
When?Where?
when ever the need arise.
Customer can buy this product from malls, super bazaar, retail stores
What type of relationship does the customer have with the product
or service?
The relationship changes with person to person.
Casual relationship.
What Terms best describe the relationship: good, bad, mixed,
ambivalence, dependency, casual, partners, exploited, exploitative,good friends?What Kinds of things have gone wrong in the
relationship?
Customer loyalty.
Sometimes it is casual because of group influence.
Quality, long lasting fragrance etc.
8/8/2019 PPT on COnsumer Behavior
18/20
Cont.. Stock outs, unavailability of parts or service, inappropriate communication,
quality lapses, violations of norms or expectations or values?What Positive
surprises have occurred?
New products/brands are not available easily.
Value, quality and fragrance are attached.
A consumer can switch to another brand if he doesnt find his brand performing
well.
Exceptional service, welcome communication, performance above
expectations, affirmation of values. Is the customer satisfied or dissatisfied
with the product or service? very good odourwhich attracts customer to buy again and again.
value added things
some complimentary gifts like key chain provided then customer get delighted
8/8/2019 PPT on COnsumer Behavior
19/20
Cont..
What Factors influence the level of felt (dis) satisfaction?How wereexpectations formed?
bad odour, not long lasting, bad quality etc.
Expectations are formed by using the product over and over again
How does the product fit into the consumers life?What role does itplay?What role does the brand play in all of this?
lifestyle product
Basic necessity in order to feel good. females mostly go for the deo which are long lasting, non alcoholic and
having a good fragrance
role of brand is very important because most of the peoples go for thebranded deo for eg axe, wildstone, temptation, denever etc
8/8/2019 PPT on COnsumer Behavior
20/20
ThanX