Chapter 2: Customer Knowledge & Consumer Behavior by athirahshahran https://padlet.com/Athirahshahran/9w6azullhcurpbr6 en-us 2021-04-20 07:00:48 UTC 2021-04-22 16:48:30 UTC hello@padlet.com https://padlet.net/icons/png/1f4b5.png Group members fathishahira https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1441656010 1) Nur Athirah binti Shahran Amrin 2020971855 HM2425Ba

2) Fathi Shahira binti Shamsul 'Anuar 2020982717 HM2425Ba

3) Nur Afini Syahirah binti Mohd Hasdi 2020989017 HM2425Ba]]> 2021-04-21 08:41:00 UTC https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1441656010 What is Consumer Decision Making? fathishahira https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1441668063 The CDM is the process by which consumers become aware of and identify their needs; collect information on how to best solve these needs; evaluate alternative available options; make a purchasing decision; and evaluate their purchase.]]> 2021-04-21 08:45:11 UTC https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1441668063 5 Stages of CDM fathishahira https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1441679096
  • Need recognition (awareness)
  • Alternative search (search for information)
  • Alternative evaluation (consideration)
  • Purchase decision (conversion)
  • Post-purchase evaluation (re-purchase)

    • ]]>     2021-04-21 08:49:07 UTC https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1441679096     1st stage - Need recognition fathishahira https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1441693624 The first and most important stage of the buying process, because every sale begins when a customer becomes aware that they have a need for a product or service. It can be through :
    • internal stimuli (normally a physiological or emotional needs, such as hunger, thirst, sickness, sleepiness, sadness, jealousy, etc)
    • external stimuli (like an advertisement, the smell of yummy food, etc)

    For example, in terms of food service industry, how diners choose their restaurant. At the first place, we can say they want to meet their needs which is eat. The purpose they want to go the restaurant is to eat. Then why do they want to eat? Because to satisfy their hunger. It could be that they want to experience dine-out rather than eat at home.
    ]]>     2021-04-21 08:54:29 UTC https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1441693624     2nd stage – Alternative research (Search for information) afinisyahirah8 https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1445974054 Next stage is alternative research or search for information. It is best to gather necessary information that is directly related to the product or service before making the buying process. The information can be obtained from the websites, social media, opinion of a reliable person or speak to experts and professionals as it will help produce a variety of solutions when considering all the options for the final decision.

    For example, before visiting a restaurant, customers can ask the opinion of a friend who has visited the restaurant, get feedback and reviews about the restaurant on the restaurant’s website or social media, and consult with the person in charge at the restaurant to getting more information .

    ]]>     2021-04-22 07:04:53 UTC https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1445974054     3rd stage - Alternative evaluation Athirahshahran https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1447797093 Third stage is alternative evolution which means the stage in the buying decision process in which the buyer uses information gathered to make a final choice between the products in the evoked set. Buyer can make evaluation criteria based on price, brand name and country of origin. But in terms of food service industry, buyers can evaluate through price, service and environment of the restaurant.

    As example, after get further information, customers can do comparison well which restaurant is the best. If there are three restaurants that in research, the customers make comparison between three restaurants to get better satisfaction. ]]>     2021-04-22 15:25:29 UTC https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1447797093     4th stage - Purchase decision Athirahshahran https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1448032407 Purchase decision is the thought process that leads a consumer from identifying a need, generating options, and choosing a specific product and brand. Buyers are confident after making recognition, research and evaluation that can decide to buyers what is the best to buy. 

    For instance, after making evaluation of three restaurants, the customer have decide the best restaurant and go there.]]>     2021-04-22 16:05:42 UTC https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1448032407     5th stage - Post-purchase evaluation Athirahshahran https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1448098263 Post-purchase behavior is the final stage in the consumer decision process when the customer assesses whether he is satisfied or dissatisfied with a purchase. A customer may also have a change of heart and decide that he no longer has a need for this particular product.

    As example, if the customer satisfied eating at the restaurant, he will come again and repeat to eat there, and if the customer feels the experience he dined in there did not reach the level of his satisfaction, he can stop coming to the restaurant again. ]]>     2021-04-22 16:17:16 UTC https://padlet.com/Athirahshahran/9w6azullhcurpbr6/wish/1448098263