Consumer Behavior,Ninth Edition

Schiffman & KanukMKT 344 CHAPTER 2

CONSUMER RESEARCHFACULTY NNA

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CHAPTER OUTLINE

Introduction to Quantitative and Qualitative Research

Overview of the Consumer Decision Process Quantitative Research Qualitative Research

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QUANTITATIVE RESEARCH Enables marketers to “predict” consumer

behavior (positivism). Research methods include experiments,

survey techniques, and observation. Findings are descriptive, empirical, and can

be generalized to larger populations.

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QUALITATIVE RESEARCH

Consists of depth interviews, focus groups, metaphor analysis, collage research, and projective techniques.

Administered by highly trained interviewer-analysts.

Findings tend to be subjective. Small sample sizes.

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llTHE CONSUMER RESEARCH PROCESSFIGURE 2.1

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llSTEP 1: DEVELOPING RESEARCH OBJECTIVES Defining purposes and objectives helps

ensure an appropriate research design. A statement of objectives helps to define the

type and level of information needed.

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DISCUSSION QUESTIONS

Assume you are planning to open a new pizza restaurant near your campus.

What might be three objectives of a research plan for your new business?

How could you gather these data?

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STEP 2: COLLECTING AND EVALUATING SECONDARY DATA

Secondary data: Data that has been collected for reasons other

than the specific research project at hand Includes internal and external data

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TYPES OF SECONDARY DATA

Internal Data Data generated in-

house May include analysis of

customer files Useful for calculating

customer lifetime value

External Data Data collected by an

outside organization Includes federal

government, periodicals, newspapers, books, search engines

Commercial data is also available from market research firms

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U.S. CENSUS DATA

weblink

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llDISCUSSION QUESTIONPERSONAL PRIVACYMany people do not like the fact that their

personal data are used for marketing. How can marketer’s justify their need for

data? How can they acquire data and maintain

customer privacy?

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STEP 3: DESIGNING PRIMARY RESEARCH STUDY

Quantitative Research Designs Include research design, data collection

methods, instruments to be used, and the sample design

Qualitative Research Designs Include depth interviews, focus groups,

projective techniques, and metaphor analysis

Copyright 2007 by Prentice Hall

Qualitative ResearchQuantitative

Research

Study Purpose

• Provide insights about ideas

• Exploratory research before quantitative study

• Describe target market

• Results for strategic marketing decisions

Types of Questions

• Open-ended• Unstructured

• Close-ended• Attitude scales

Data Collection Methods

• Projective techniques

• Depth interviews• Focus groups

• Observation• Experimentation• Questionnaires

Table 2-1

Copyright 2007 by Prentice Hall

Qualitative ResearchQuantitative

Research

Sampling Methods

• Small• Nonprobability

samples

• Large• Probability samples

Data Analysis

• Analyzed by researchers who collected data

• Look for “key words”

• Subjective

• Coded, tabulated, and entered into database

• Use of statistical methods

Table 2-1 (continued)

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llSTEP 4: COLLECTING PRIMARY DATADATA COLLECTION METHODSOBSERVATIONAL RESEARCH Helps marketers gain an in-depth

understanding of the relationship between people and products by watching them buying and using products

Helps researchers gain a better understanding of what the product symbolizes

Copyright 2007 by Prentice Hall

Observational research is

often used to design

products to meet needs.

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DATA COLLECTION METHODS MECHANICAL OBSERVATIONAL RESEARCH

Uses mechanical or electronic device to record consumer behavior or response

Consumers’ increased use of highly convenient technologies will create more records for marketers

Product audits which monitor sales are heavily used by companies

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FOXWOODS CASINO USES MECHANICAL OBSERVATIONAL RESEARCH - FIGURE 2-2

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llARBITRON MECHANICAL OBSERVATION

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llDATA COLLECTION METHODS EXPERIMENTATION Can be used to test the relative sales appeal

of many types of variables An experiment is usually controlled with only

some variables manipulated at a time while the others are constant

Can be conducted in laboratories or in the field

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DISCUSSION QUESTION

Experimentation is critical for direct marketers What might direct marketers test in

experiments? How can they use the results?

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DATA COLLECTION METHODS SURVEYS

Personal Interview

Mail

Telephone

Online

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llONLINE SURVEYS ARE GROWING IN POPULARITY

weblink

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llTABLE 2.2 COMPARATIVE ADVANTAGES

MAIL TELEPHONEPERSONAL

INTERVIEWONLINE

Cost Low Moderate High LowSpeed Slow Immediate Slow FastResponse rate

Low Moderate HighSelf-

selectionGeographic flexibility

Excellent Good Difficult Excellent

Interviewer bias

N/A Moderate Problematic N/A

Interviewer supervision

N/A Easy Difficult N/A

Quality of response

Limited Limited Excellent Excellent

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VALIDITY AND RELIABILITY

If a study has validity it collects the appropriate data for the study.

A study has reliability if the same questions, asked of a similar sample, produce the same findings.

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ATTITUDE SCALES

Likert scales: easy for researchers to prepare and interpret, and simple for consumers to answer

Semantic differential scales: relatively easy to construct and administer

Behavior intention scales: also easy to construct and administer

Rank-order scales: subjects rank items in order of preference in terms of some criteria

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QUALITATIVE COLLECTION METHODDEPTH INTERVIEW Usually 30 minutes to 1 hour Nonstructured Interpreted by trained researcher Listen to words as well as “body language”

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llQUALITATIVE COLLECTION METHOD FOCUS GROUP 8-10 participants Lasts about 2 hours Always taped or videotaped to assist analysis Often held in front of two-way mirrors

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llONLINE FOCUS GROUPS ARE GAINING IN POPULARITY

Copyright 2007 by Prentice Hall

FIGURE 2.4FOCUS GROUP DISCUSSION GUIDE

1. Why did you decide to use your current cellular company? 2. How long have you used your current cellular company? 3. Have you ever switched services? When? What caused the change? 4. What do you think of the overall quality of your current service? 5. What are the important criteria in selecting a cellular service?

Examples of Probe questions:a. Tell me more about that . . .b. Share your thinking on this . . .c. Does anyone see it differently . . .

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QUALITATIVE COLLECTION METHOD PROJECTIVE TECHNIQUES

Research procedures designed to identify consumers’ subconscious feelings and motivations

Consist of a variety of disguised “tests” Consists of sentence completion,

picture/cartoon completion etc

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QUALITATIVE COLLECTION METHOD METAPHOR ANALYSIS

Based on belief that metaphors are the most basic method of thought and communication

Zaltman Metaphor Elicitation Technique (ZMET) combines collage research and metaphor analysis to bring to the surface the mental models and the major themes or constructs that drive consumer thinking and behavior.

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SAMPLING AND DATA COLLECTION Samples are a subset of the population used

to estimate characteristics of the entire population.

A sampling plan addresses: Whom to survey How many to survey How to select them

Researcher must choose probability or nonprobabililty sample.

Table 2.4 Probability Sampling Designs

Simple random sample

Every member of the population has a known and equal chance of being selected.

Systematic random sample

A member of the population is selected at random and then every “nth” person is selected.

Cluster (area) sample

The population is divided into mutually exclusive groups (such as blocks), and the researcher draws a sample of the groups to interview.

Stratified random sample

The population is divided into mutually exclusive groups (such as age groups), and random samples are drawn from each group.

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llSTEP 5: DATA ANALYSIS AND STEP 6: REPORTING FINDINGS Open-ended questions are coded and

quantified. All responses are tabulated and analyzed. Final report includes executive summary,

body, tables, and graphs.