Factors Influencing Consumer Behaviour

*A. Amudha and **S. Sumathi

Abstract
The study of consumers helps firms and organizations improve their marketing strategies by
understanding issues such as how the consumers think, feel, reason, and select between different
alternatives (e.g., brands, products); How the consumer is influenced by his or her environment (e.g.,
culture, family, signs, media); The behavior of consumers while shopping or making other marketing
decisions; Limitations in consumer knowledge or information processing abilities influence decisions
and marketing outcome; How consumer motivation and decision strategies differ between products
that differ in their level of importance or interest that they entail for the consumer; and How marketers
can adapt and improve their marketing campaigns and marketing strategies to more effectively reach
the consumer.
INTRODUCTION
One Official definition of consumer behavior is The study of individuals, groups, or
organizations and the processes they use to select, secure, use, and dispose of products,
services, experiences, or ideas to satisfy needs and the impacts that these processes have on
the consumer and society. Although it is not necessary to memorize this definition, it brings
up some useful points:
Behavior occurs either for the individual, or in the context of a group (e.g., friends
influence what kinds of clothes a person wears) or an organization (people on the job make
decisions as to which products the firm should use).
Consumer behavior involves the use and disposal of products as well as the study of how
they are purchased. Consumer behavior involves services and ideas as well as tangible
products.
Main Applications of Consumer Behavior
The most obvious is for marketing strategyi.e., for making better marketing campaigns.
For example, by understanding that consumers are more receptive to food advertising when
they are hungry, we learn to schedule snack advertisements late in the afternoon. By
understanding that new products are usually initially adopted by a few consumers and only
spread later, and then only gradually, to the rest of the population, we learn that (1) Companies
* Assistant professor, KSR College of Arts & Science, Tiruchengode.
**Assistant professor, KSR College of Arts & Science, Tiruchengode.
The 21
st
Century Consumers
A Behavioural Perspective
Edited by
M. Ganesh Babu, G. Vani
and Dr. N. Panchanatham
Publish by Global Vision Publishing House
30 A. Amudha and S. Sumathi
that introduce new products must be well financed so that they can stay afloat until their
products become a commercial success; and (2) It is important to please initial customers,
since they will in turn influence many subsequent customers brand choices.
There are several units in the market that can be analyzed. Our main thrust in this course
is the consumer. However, we will also need to analyze our own firms strengths and
weaknesses and those of competing firms. Suppose, for example, that we make a product
aimed at older consumers, a growing segment. A competing firm that targets babies, a
shrinking market, is likely to consider repositioning toward our market. To assess a competing
firms potential threat, we need to examine its assets (e.g., technology, patents, market
knowledge, and awareness of its brands) against pressures it faces from the market. Finally,
we need to assess conditions (the marketing environment). For example, although we may
have developed a product that offers great appeal for consumers, a recession may cut demand
dramatically.
Research Methods
Market research is often needed to ensure that we produce what customers really want
and not what we think they want.
Primary Vs. Secondary Research Methods
There are two main approaches to marketing. Secondary research involves using
information that others have already put together. Research will often help us reduce risks
associated with a new product, but it cannot take the risk away entirely. It is also important
to ascertain whether the research has been complete.
Focus Groups
Focus groups are well suited for some purposes, but poorly suited for others. In general,
focus groups are very good for getting breadthi.e., finding out what kinds of issues are
important for consumers in a given product category. Here, it is helpful that focus groups
are completely open-ended: The consumer mentions his or her preferences and opinions,
and the focus group moderator can ask the consumer to elaborate. In a questionnaire, if one
did not think to ask about something, chances are that few consumers would take the time
to write out an elaborate answer.
Personal Interviews
Personal interviews involve in-depth questioning of an individual about his or her interest
in or experiences with a product. The benefit here is that we can get really into depth (when
the respondent says something interesting, we can ask him or her to elaborate), but this
method of research is costly and can be extremely vulnerable to interviewer bias.
Projective Techniques
Projective techniques are used when a consumer may feel embarrassed to admit to certain
opinions, feelings, or preferences. For example, many older executives may not be comfortable
admitting to being intimidated by computers. It has been found that in such cases, people
will tend to respond more openly about someone else. Thus, we may ask them to explain
reasons why a friend has not yet bought a computer, or to tell a story about a person in a
picture who is or is not using a product. The main problem with this method is that it is
difficult to analyze responses.
Factors Influencing Consumer Behaviour 31
Observation of Consumers
Observation of consumers is often a powerful tool. Looking at how consumers select
products may yield insights into how they make decisions and what they look for.
Observation may help us determine how much time consumers spend comparing prices, or
whether nutritional labels are being consulted.
Online Research Methods
The Internet now reaches the great majority of households in the U.S., and thus, online
research provides new opportunity and has increased in use. There are certain drawbacks to
online surveys. Some consumers may be more comfortable with online activities than others
and not all households will have access. Today, however, this type of response bias is
probably not significantly greater than that associated with other types of research methods.
Scanner Data
Many consumers are members of supermarket clubs. In return for signing p for a card
and presenting this when making purchases, consumers are often eligible for considerable
discounts on selected products. Researchers use a more elaborate version of this type of
program in some communities. Here, a number of consumers receive small payments and/
or other incentives to sign up to be part of a research panel. They then receive a card that
they are asked to present any time they go shopping. Nearly all retailers in the area usually
cooperate. It is now possible to track what the consumer bought in all stores and to have a
historical record.
Research Sequence
In general, if more than one type of research is to be used, the more flexible and less
precise methodsuch as focus groups and/or individual interviewsshould generally are
used before the less flexible but more precise methods (e.g., surveys and scanner data) are
used. Focus groups and interviews are flexible and allow the researcher to follow up on
interesting issues raised by participants who can be probed.
Cautions. Some cautions should be heeded in marketing research. First, in general,
research should only be commissioned when it is worth the cost. Thus, research should
normally be useful in making specific decisions Secondly, marketing research can be, and
often is, abused. Managers frequently have their own agendas.
Culture and Subculture
Culture is part of the external influences that impact the consumer. That is, culture
represents influences that are imposed on the consumer by other individuals. The definition
of culture offered in one textbook is That complex whole which includes knowledge, belief,
art, morals, custom, and any other capabilities and habits acquired by man person as a
member of society.
Culture has Several Important Characteristics
(1) Culture is comprehensive. This means that all parts must fit together in some logical
fashion.
(2) Culture is learned rather than being something we are born with. We will consider
the mechanics of learning later in the course.
32 A. Amudha and S. Sumathi
(3) Culture is manifested within boundaries of acceptable behavior.
(4) Conscious awareness of cultural standards is limited
(5) Cultures fall somewhere on a continuum between static and dynamic depending on
how quickly they accept change.
Ethnocentrism and the Self-reference Criterion
The self-reference criterion refers to the tendency of individuals, often unconsciously, to
use the standards of ones own culture to evaluate. Ethnocentrism is the tendency to view
ones culture to be superior to others. The important thing here is to consider how these
biases may come in the way in dealing with members of other cultures.
Language Issues
Language is an important element of culture. It should be realized that regional differences
may be subtle. For example, one word may mean one thing in one Latin American country,
but something off-color in another. It should also be kept in mind that much information is
carried in non-verbal communication. In some cultures, we nod to signify yes and shake
our heads to signify no; in other cultures, the practice is reversed. Within the context of
language:
Demographics
Demographics are clearly tied to subculture and segmentation. Here, however, we shift
our focus from analyzing specific subcultures to trying to understand the implications for an
entire population of its makeup.
SEGMENTATION, TARGETING, AND POSITIONING
Segmentation, targeting, and positioning together comprise a three stage process. We first
(1) determine which kinds of customers exist, then (2) select which ones we are best off
trying to serve and, finally, (3) implement our segmentation by optimizing our products/
services for that segment and communicating that we have made the choice to distinguish
ourselves that way.
Segmentation involves finding out what kinds of consumers with different needs exist. In
the auto market, for example, some consumers demand speed and performance, while others
are much more concerned about roominess and safety. In general, it holds true that You cant
be all things to all people, and experience has demonstrated that firms that specialize in
meeting the needs of one group of consumers over another tend to be more profitable.
Target Our choice should generally depend on several factors. First, how well are existing
segments served by other manufacturers? It will be more difficult to appeal to a segment
that is already well served than to one whose needs are not currently being served well.
Positioning
Positioning involves implementing our targeting. Repositioning involves an attempt to
change consumer perceptions of a brand, usually because the existing position that the brand
holds has become less attractive. Sears, for example, attempted to reposition itself from a
place that offered great sales but unattractive prices the rest of the time to a store that
consistently offered everyday low prices. Repositioning in practice is very difficult to
Factors Influencing Consumer Behaviour 33
accomplish. A great deal of money is often needed for advertising and other promotional
efforts, and in many cases, the repositioning fails.
INFORMATION SEARCH AND DECISION MAKING
Problem Recognition
One model of consumer decision making involves several steps. The first one is problem
recognitionyou realize that something is not as it should be. Perhaps, for example, your
car is getting more difficult to start and is not accelerating well. The second step is
information searchwhat are some alternative ways of solving the problem? You might
buy a new car, buy a used car, take your car in for repair, ride the bus, ride a taxi, or ride a
skateboard to work. The third step involves evaluation of alternatives. A skateboard is
inexpensive, but may be ill-suited for long distances and for rainy days. Finally, we have
the purchase stage, and sometimes a post-purchase stage (e.g., you return a product to the
store because you did not find it satisfactory). In reality, people may go back and forth
between the stages. For example, a person may resume alternative identification during
while evaluating already known alternatives.
Fig,1
Information Search and Decision Making
Consumers engage in both internal and external information search. Internal search involves
the consumer identifying alternatives from his or her memory. For certain low involvement
products, it is very important that marketing programs achieve top of mind awareness.
For high involvement products, consumers are more likely to use an external search.
Before buying a car, for example, the consumer may ask friends opinions, read reviews in
Consumer Reports, consult several web sites, and visit several dealerships.
INTERESTING ISSUES IN DECISIONS
Variety seeking: Where consumers seek to try new brands not because these brands are
expected to be better in any way, but rather because the consumer wants a change of
34 A. Amudha and S. Sumathi
pace, and Impulse purchasesunplanned buys. This represents a somewhat fuzzy group.
For example, a shopper may plan to buy vegetables but only decide in the store to actually
buy broccoli and corn. Alternatively, a person may buy an item which is currently on sale,
or one that he or she remembers that is needed only once inside the store.
Families and Family Decision Making: Individuals and families tend to go through a life
cycle: For purposes of this discussion, a couple may either be married or merely involve
living together. The breakup of a non-marital relationship involving cohabitation is similarly
considered equivalent to a divorce. In real life, this situation is, of course, a bit more complicated.
Family Decision Making: Individual members of families often serve different roles in
decisions that ultimately draw on shared family resources. Some individuals are information
gatherers/holders, who seek out information about products of relevance. These individuals
often have a great deal of power because they may selectively pass on information that
favors their chosen alternatives. Influencers do not ultimately have the power decide between
alternatives, but they may make their wishes known by asking for specific products or causing
embarrassing situations if their demands are not met.
Group Influences: Humans are inherently social animals, and individuals greatly influence each
other. A useful framework of analysis of group influence on the individual is the so called reference
groupthe term comes about because an individual uses a relevant group as a standard of reference
against which oneself is compared. Reference groups come in several different forms.
The inspirational reference group refers to those others against whom one would like to
compare oneself. Associative reference groups include people who more realistically represent
the individuals current equals or near-equals. Finally, the dissociative reference group includes
people that the individual would not like to be like.
PERCEPTION
Our perception is an approximation of reality. Our brain attempts to make sense out of the
stimuli to which we are exposed.
Factors in perception: Several sequential factors influence our perception. Exposure involves
the extent to which we encounter a stimulus. Most of this exposure is randomwe dont
plan to seek it out. However, if we are shopping for a car, we may deliberately seek out
advertisements and tune in when dealer advertisements come on the radio.
LEARNING AND MEMORY
Learning involves a change in the content or organization of long term memory and/or
behavior. The first part of the definition focuses on what we know (and can thus put to use)
while the second focuses on concrete behavior.
Operant Conditioning
Instrumental, or operant, conditioning, involves a different series of events, and this
what we usually think of as learning. The general pattern is:
Factors Influencing Consumer Behaviour 35
Fig 2
There are three major forms of operant learning. In positive reinforcement, an individual
does something and is rewarded. He or she is then more likely to repeat the behavior. For
example, you eat a candy bar (behavior), it tastes good (consequence), and you are thus
more likely to eat a similar candy bar in the future (behavioral change).
Vicarious learning: The consumer does not always need to go through the learning process
himself or herself sometimes it is possible to learn from observing the consequences of others.
The Head n Shoulders advertisement, where a poor man is rejected by women until he
treats his dandruff with an effective cure, is a good example of vicarious learning.
DIFFUSION OF INNOVATION
Products tend to go through a life cycle. Initially, a product is introduced. Since the product is
not well known and is usually expensive (e.g., as microwave ovens were in the late 1970s),
sales are usually limited. Eventually, however, many products reach a growth phasesales
increase dramatically. More firms enter with their models of the product. Frequently,
unfortunately, the product will reach a maturity stage where little growth will be seen.
The bell shaped curve frequently illustrates the rate of adoption of a new product.
Cumulative adoptions are reflected by the S-shaped curve. The saturation point is the
maximum proportion of consumers likely to adopt a product. In the case of refrigerators in
the U.S., the saturation level is nearly one hundred percent of households; it well below that
for video games that, even when spread out to a large part of the population, will be of
interest to far from everyone.
Attitudes: Consumer attitudes are a composite of a consumers (1) beliefs about, (2) feelings
about, and (3) and behavioral intentions toward some objectwithin the context of marketing,
usually a brand or retail store. These components are viewed together since they are highly
interdependent and together represent forces that influence how the consumer will react to the
object.
Beliefs: The first component is beliefs. A consumer may hold both positive beliefs toward an
object (e.g., coffee tastes good) as well as negative beliefs (e.g., coffee is easily spilled and stains
papers
Affect: Consumers also hold certain feelings toward brands or other objects.
Behavioral Intention: The behavioral intention is what the consumer plans to do with respect
to the object (e.g., buy or not buy the brand).
36 A. Amudha and S. Sumathi
CONCLUSION
Consumer behavior involves the use and disposal of products as well as the study of how
they are purchased. Product use is often of great interest to the marketer, because this may
influence how a product is best positioned or how we can encourage increased consumption.
Since many environmental problems result from product disposal this is also an area of
interest. Consumer behavior involves services and ideas as well as tangible products. The
impact of consumer behavior on society is also of relevance. For example, aggressive marketing
of high fat foods, or aggressive marketing of easy credit, may have serious repercussions for
the national health and economy.
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