Consumer behaviour in banking sector ppt

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consumer behaviour in banking sector ppt

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consumer behaviour in banking sector ppt

The Food Stamp Program. Chapter 3: Consumer Behavior. Slide Introduction to Consumer Behavior - human beings.To browse Academia. Skip to main content. Log In Sign Up. Consumer Buying Behaviour in Financial Services. Jiahao Xu. This article aims to examine the current status of buyer behaviour literature, so that some of this work can be synthesized with the generic literature on services marketing, as well as specific literature on financial services, in order to consider the nature of buying Consumer behaviour for personal and corporatefinancialservices.

The second section reviews briefly the recent development of services marketing and describes the Buying distinguishing characteristics of services in general and financial services in particular. The next section reviews and appraises the main comprehensive models of consumer and organizational buying behaviour, and considers their applicability tofinancialservices.

In the Behaviour fourth section the importance of understanding both sides of the buyer-seller interaction process for financial services transactions is examined, along with the implications this has for relationship marketing.

Finally, conclusions are in Financial drawn from this overview of consumer buying behaviour in thefinancialservices and recommendations are made for further research. Services: Characteristics of Services and their Implications for Buyer Behaviour An Overview The academic literature on services marketing has developed from a number of sources e.

Services are typically distinguished from goods on the grounds of intangibility, inseparability, heterogeneity and perishability, and while goods and services are not polar extremes, these characteristics tend to dominate Over the last decade there has been a growing interest in services and create problems for services marketing.

Much of the literature to date characteristics of services, including financial services, will has been concerned either with the extent to which also have an important impact on buyer behaviour. Thus services marketing requires a separate approach from the any attempt to understand the purchase decision-making marketing of physical goods or with identifying specific process must recognize the ways in which buyer behaviour marketing strategies to deal with the problems posed by can be affected by these characteristics.


In effect, most of the current studies of services marketing approach the Intangibility is the main distinguishing feature, since problem from the perspective of the seller. By contrast, services are processes or experiences rather than physical the issue of consumer behaviour has been relatively under- objects and therefore cannot be possessed Bowen and researched.

Although a number of empirical studies have Schneider, ; Lovelock, ; Shostack, Con- understood. Before evaluation will be low in search qualities, which are tangible any financial resources change hands consumers must have attributes and can be considered in advance.

Conversely, confidence and trust not only in thefinancialinstitution services are high in experience qualities, which refer to concerned but also in its personnel. Apart from relying attributes which can only be assessed after purchase or more on information from personal sources, consumers during consumption.

Furthermore, many professional or are likely to consider factors such as the size, longevity specialist services will also be high in credence qualities, and image of the financial services organization as which are attributes which cannot even be assessed after indicators of whether any promises made are sound and purchase and consumption Zeithaml, Thus for likely to be fulfilled.

The establishment of trust can also many consumers, for example, any evaluation of financial bring about a degree of inertia in buyer-seller relationships.

The changing drivers that influence consumer behaviour

As a consequence by an individual in order to acquire the necessary of intangibility, the ways in which services are evaluated, experience and information on which to assess an particularly at the pre-purchase stage, are likely to differ institution's reliability, it is usually the case that once from goods, and this area needs further consideration in satisfied, a consumer is more likely to remain with that understanding buyer behaviour for services.

The second factor distinguishing services from goods is inseparability. The fact that services are processes or As far as two-way information flows are concerned, what experiences means that essentially they must be produced is unique aboutfinancialservices, is that rather than being and consumed simultaneously. This leads to a third concerned with one-off purchases, they involve a series distinctive feature, namely perishability: services cannot of regular two-way transactions between buyer and seller be stored for some future time period, hence the need usually over an extended period of time for example for short distribution channels so that they can be through the issue of account statements or customer visits produced on demand Bateson, The inseparability to branches or ATM usage.

As a by-product of the normal of production and consumption in services make operation of these transactions a great deal of up-to-date production and marketing interactive processes Gronroos, private and confidential customer information is captured, The front-line service employees play an important which can subsequently be used to maintain and develop "boundary spanning role" in the production of services, relationships with existing customers as well as attracting as do the consumers themselves in their capacity as "partial employees" Bowen and Schneider, Therefore in understanding buyer behaviour it will be important to consider the interaction between buyer and supplier.

Since services depend on input from both service Understanding Consumer Buying Behaviour employees and consumers for their production, the quality Understanding the nature of consumer buying behaviour of the service output very much depends on the nature has been a key component of research in marketing for of the personal interactions of these parties.

This makes some considerable time.It refers to the actions of the consumers in the marketplace and the underlying motives for those actions. Problem Recognition- Put simply, before a purchase can ever take place, the customer must have a reason to believe that what they want, where they want to be or how they perceive themselves or a situation is different from where they actually are 2. Information Search- Once a problem is recognized, the customer search process begins.

Purchase Decision Somewhat surprisingly, the purchase decision falls near the middle of the six stages of the consumer buying process.

Consumer Behavior

At this point, the customer has explored multiple options, they understand pricing and payment options and they are deciding whether to move forward with the purchase or not.

Purchase A need has been created, research has been completed and the customer has decided to make a purchase. All the stages that lead to a conversion have been finished. A consumer could still be lost 6.

Post-Purchase Evaluation Just because a purchase has been made, the process has not ended.

What is Consumer Behaviour - Meaning and Important Concepts

In fact, revenues and customer loyalty can be easily lost. They evaluate. Learn more about Scribd Membership Home. Read Free For 30 Days.

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Ashish Agrawal Rateria. Rashmi Kr. April Marie Abadilla Cedilla. Shweta Kalamkar. Fatina Shamsdin. Khiladi Sidharth Raj. Sagar Gadekar. Karan Dedhia. Abhigyan Pal.The changing drivers that influence consumer behaviour has been added to Bookmarks. The changing drivers that influence consumer behaviour has been removed from Bookmarks. An Article Titled The changing drivers that influence consumer behaviour already exists in Bookmark library.

Press releases. The US-based study states that the growing importance of these evolving drivers is evident across region, age and income, and Deloitte Africa discerns these same trends in Africa across the region. In general, consumers are becoming aware of brands that emphasise elements such as being eco-friendly, organic and responsibly sourced. The Economist Intelligence Unit reports that in South Africa, overall spending on food, beverages and tobacco is expected to grow by an average of The South African Food and Beverage industry should focus on sustainable value chain development and production.

If developed correctly, the country could maintain and grow its competitive edge in both the local and the international markets. Further local and global opportunity could be unlocked by finding ways to connect with, and capitalise on, the shifts in evolving shopping behaviour.

Armed with smartphones and internet access, consumers now have reams of information at their fingertips — and the ability to share and explore this information among their trusted online networks and peers. It should be noted that consumers who place more value on the Evolving drivers in their purchase decisions appear more likely to use social media, mobile applications, and digital sources to acquire information about products or brands on the path to purchase.

This is an opportunity to create a competitive advantage and to be a leader. Indeed, major brands are taking concrete steps toward becoming more responsible corporate citizens in the food and beverage sphere. Tiger Brands, for example, has implemented the Eat Well, Live Well programme to help consumers make better choices about food.

The impending SA sugar tax anticipated for April is an example of Government leading this concern around impacts on consumer health and wellness. How food and beverage manufacturers react locally, and the actual impact on consumers remain to be seen.

Editorial Contact. Please enable JavaScript to view the site. My Deloitte. Undo My Deloitte. The changing drivers that influence consumer behaviour.

consumer behaviour in banking sector ppt

Save for later. The Value Equation Indeed, major brands are taking concrete steps toward becoming more responsible corporate citizens in the food and beverage sphere. Contact us Submit RFP. Did you find this useful? Yes No. Business model innovation in consumer goods How companies are configuring their businesses to deliver exceptional performance. Consumer value trends in the food industry How consumer-led disruptions represent an opportunity for manufacturers and retailers. Related topics Africa Consumer Business.

Welcome back. Still not a member? Join My Deloitte. Keep me logged in. Forgot password. Link your accounts. You previously joined My Deloitte using the same email. Log in here with your My Deloitte password to link accounts. You've previously logged into My Deloitte with a different account.Here are a few highlights from this analysisand some ideas on how to put these insights to work at your financial institution. Money is very personal. And how someone relates to it shifts dramatically over their lifetime, right along with their health and family responsibilities.

You see younger consumers primarily concerned with saving. But even among Millennials 18 to 35 year oldsbehaviors are already changing. Older Millennials show less concern with saving. By age 30, many people are on an established career path and their financial concerns are already beginning to shift. From 35 on up, you see people showing increased concern with protecting their assets. Generation X is building their wealth, while Baby Boomers are concerned with protecting it, and both groups want their financial partner to help them.

Now this can be a little tricky. Much has been made about how Millennials prefer online and mobile banking, and this was reflected in the PeopleMetrics research as well.

As you can see in the chart, an upward tick in branch usage occurs beginning with customers at age Cam Marston, a generational expert, brings up some similar considerations:. That means bankers may want to be wary of jumping to conclusions based on the current behavior of Millennials. In fact, the younger generation may turn out to have a lot more in common with older generations as they transition through the next stages of their lives.

As with all generations, when you have little money, you tend to cherish what you have, manage it closely, and safeguard it. And, when you have more money… you do the same. The bottom line? As Millennials take on increasingly complex financial lives, the ways in which they interact with their banking providers will change as well.

Just because they prefer self-service and digital technologies today does not mean they will have the same preferences and priorities in the future.Mohammad Naim Chaker, You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ejn:ejbmjr:vyip See general information about how to correct material in RePEc.

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FRED data. Considering the importance of understanding, analyzing and studying consumer behavior and behavior model, it was deemed necessary to conduct a research on this issue.

As part of this research, consumer behavior models in the banking system of Kosovo were studied and analyzed. The first part of the study is characterized by a review of various literature, publications and scientific journals related to understanding the role and importance of consumer behavior in enterprises. Whereas the second part of the study includes a survey questionnaire, with a individual client sample base, randomly selected from commercial banks in Kosovo.

This survey was done with the purpose to collect data to determine behavior models of existing consumers in the banking sector and analyze various internal and external factors which influence such behaviors.

Secret Formula of Sales and Marketing - Consumer Behaviour - Dr Vivek Bindra

Finally, data obtained from questionnaire surveys were used to draw conclusions on issues central to this research and issue recommendations which may be useful to commercial banks currently operating in Kosovo, as well as other financial institutions interested in this field.

Handle: RePEc:ejn:ejbmjr:vyip as. Corrections All material on this site has been provided by the respective publishers and authors. Louis Fed.To browse Academia. Skip to main content. Log In Sign Up. Consumer Behaviour of Online Banking.

It has been using world wide as a delivery channel to nxeet, acquire new customers and retain existing custonxers.

This wind of change is also blowing over Bangladesh. Now apart from 3 foreign banks, 23 out of j7 local comntercial banks are online and l0 banks are in process to become online. But success ofart online bank or e-bank does not solely depend on Providing online Services; they have to understand the " existittg and potential clients"their demography and behavior. This study attenxpts to understand the behavior of consumers of online banks.

For this purpose online bank' consumers involved only in personal banking were it"tterviewed with a structured questionnaire. In addition to that bank persorutel were interviewed to get information on what online services they offer. This study finds that the "existing and potential clients" ages frorn 21 to 35 years where an overwhelming maiority 84Vo uses online services and.

This paper is expected to help the existing and upcoming online banks itt understanding the behavior of the "existing and potential clients" and suggest dffirent strategies to better manage the online services. Decemb er models. Along with other sectors the financial sector is also metamorphosing under the impact of competitive, regulatory, and technological forces Jeevan, As a result financial institutions especially the banking sector is currently in a transition phase all over the world Cronin, The latest development in marketing financial services by banks is online banking, where banks have now put themselves in the World Wide Web to take advantage of the internet's power and access to cope with the accelerating pace of change of business environment.

Online Banking variously known as PC banking, home banking, electronic banking, online banking or Internet banking means web-based banking Hertzum et al. In Bangladesh a mixture of all those generations can be seen. But adopting online banking does not ensure a bank competitive edge over its competitor. They have to understand the consumer behavior of online banking in deciding the right marketing strategy and developing new services.

Thus this study concentrates on finding out who the users of online banking how they use it, are, and service they prefer most of online banking. The first section of this study contains a guideline as what to expect from the paper. The second section depicts a literature review.