View
215
Download
2
Tags:
Embed Size (px)
Citation preview
Postpurchase Process Pertemuan 24
Matakuliah : J0384 – Perilaku KonsumenTahun : Ganjil 2007/2008
Bina Nusantara
BUYING DECISION PROCESS
Bina Nusantara
SOURCES OF INFORMATION - Most effective source - Family, friends, neighbors
Personal
Commercial
Public
- Advertising, salespeople - Receives the most information from these sources
- Mass Media - Consumer-rating groups
Experiential
- Handling the product - Examining the product - Using the product
Bina Nusantara
PURCHASE DECISION PROCESSPURCHASE DECISION PROCESS
Post-purchase behavior: Value in consumption of user
Post-purchase behavior: Value in consumption of user
Purchase decision: Buying value
Purchase decision: Buying value
Alternative evaluation:Assessing value
Alternative evaluation:Assessing value
Information search:Seeking value
Information search:Seeking value
Problem recognition:Perceiving need
Problem recognition:Perceiving need
Bina Nusantara
HIGH VERSUS LOW INVOLVEMENT
High Involvement purchase occasions can be expensive, have serious personal
consequences,and/or reflect one’s social image.
Bina Nusantara
HIGH VERSUS LOW INVOLVEMENT
These occasions typically involve extensive information search, consideration of several product attributes and brands, the formation of attitudes, and word-of-mouth communication.An example would be the purchase of an automobile or stereo system.
Bina Nusantara
HIGH VERSUS LOW INVOLVEMENT
Low Involvement purchase occasions typically involve little information search or consideration of various brands, except on the basis of price.
Bina Nusantara
HIGH VERSUS LOW INVOLVEMENT
They usually don’t involve any personal consequences. They tend to be privately consumed. An example would be the purchase of soap or toothpaste.
Bina Nusantara
Marketing mix influencesMarketing mix influences• ProductProduct• PricePrice• PromotionPromotion• PlacePlace
Promotion InfluencesPromotion Influences• Purchase taskPurchase task• Social surroundingsSocial surroundings• Physical surroundingsPhysical surroundings• Temporal effectsTemporal effects• Antecedent statesAntecedent states
Problem recognition
Information search
Alternative evaluation
Purchase decision
Postpurchase behavior
Consumer Decision ProcessConsumer Decision ProcessPsychologicalPsychological
InfluencesInfluences• MotivationMotivation• PersonalityPersonality• PerceptionPerception• LearningLearning• Values, beliefsValues, beliefs
and attitudeand attitude• LifestyleLifestyle
SocioculturalSocioculturalInfluencesInfluences
• PersonalPersonalinfluenceinfluence
• Reference groupsReference groups• FamilyFamily• Social classSocial class• CultureCulture• SubcultureSubculture
Influence in Cons. Decision ProcessInfluence in Cons. Decision Process
Bina Nusantara
THE CONSUMER DECISION PROCESS
SearchSearch
Alternative Alternative EvaluationEvaluation
Purchase Purchase DecisionDecision
Purchase Purchase ActAct
Problem Problem Opportunity Opportunity RecognitionRecognition
• Selection of What and Where
Bina Nusantara
THE CONSUMER DECISION PROCESS
SearchSearch
Alternative Alternative EvaluationEvaluation
Purchase Purchase DecisionDecision
Purchase Purchase ActAct
Post-Post-purchase purchase EvaluationEvaluation
Problem Problem Opportunity Opportunity RecognitionRecognition
• After the purchase, consumers are either satisfied or experience post-purchase anxiety
• Post-purchase anxiety that results from an imbalance among an individual’s knowledge, beliefs, and attitudes is called cognitive dissonance
• Marketers must try to reduce this anxiety
Bina Nusantara
CONSUMER INVOLVEMENT, KNOWLEDGE, AND PROBLEM-SOLVING VARIATIONS
Routine problem solving(e.g., milk and bread)
Routine problem solving(e.g., milk and bread)
Limited problem solving(e.g., small appliances)
Limited problem solving(e.g., small appliances)
Extended problem solving(e.g., stocks and bonds)
Extended problem solving(e.g., stocks and bonds)
Con
sum
er in
volv
emen
t
Consumer knowledge
High
High Low
Low