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Customer Behavior (Buyer decision process (Evaluation/Choice, Purchase,…
Customer Behavior
Buyer decision process
Evaluation/Choice
Purchase
Search
Need recognition
Post-purchase behavior
Characteristics affecting customer behavior
Personal influences
Lifestyle: pattern of living
Occupation
Personality & self-concept
Age & life-circle stage: change in buying behavior during lifetime
Social factors
Family: 1st important customer buying org
Role & status: activities expected to perform due to one's role in specific situation
Group/Opinion leader: the influentials of a group
Psychological factors
Perception: process to interpret information
Learning: changes in behavior after experiences
Motives: needs that is sufficiently pressing to direct people to satisfy those needs
Attitudes: consistent evaluations, feelings & tendencies towards objects
Cultural factors
Subculture: people with shared values based on experiences & situations
Social class: permanent & ordered divisions in society based on similar values, interests
Culture: 1st basic cause of a person's wants & behavior
Types of buying decision behavior
Dissonance-reducing
Variety-seeking
Habitual
Complex
Model of consumer behavior