International Journal of Applied Marketing and Management

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Buying Attributes for Automotive Products and Banking Services


Affiliations
1 School of Business, Alliance University, Karnataka, India
2 Management Science, School of Business, Alliance University, Karnataka, India
     

   Subscribe/Renew Journal


A buying decision depends upon certain attributes that a buyer considers before making a choice. The question arises as to whether these attributes are same or different for products and services. This paper examines the buying attributes for automobile two-wheelers and four-wheelers representing product category and banking service representing service sector, and compares them. The buying attributes considered were based on literature review, including quality of core product/service, product/service features, quality of basic customer service, brand name, price, availability, quality of supplementary service;for banking services, location and brand name were also considered.

The most important attribute found when buying an automotive was quality of the core product, followed by product features, quality of basic customer service, brand name, price, availability, and finally, quality of supplementary service. The most important attribute found when availing banking service was quality of the core service, followed by quality of basic customer service, location, quality of supplementary service, and finally, brand name. The paper will help management researchers and professionals in the consumer behaviour area to better understand the buying attributes of consumers for automotive products and banking services. The knowledge of decision-making attributes will benefit marketers who struggle to understand the consumer mind in competitive environment.


Keywords

Buying Attributes, Automotive Product, Banking Service, Core Service, Basic Service, Supplementary Service.
User
Subscription Login to verify subscription
Notifications
Font Size

  • Aregbeyen, O. (2011). The determinants of bank selection choices by customers: Recent and extensive evidence from Nigeria. International Journal of Business and Social Science, 2, 276-288.

  • Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing, 53, 92-98.

  • Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.

  • Chigamba, C., & Fatoki, O. (2011). Factors influencing the choice of commercial banks by university students in South Africa. International Journal of Business and Management, 6(6), 66-76. Retrieved from http://dx.doi.org/10.5539/ijbm.v6n6p66

  • Crosby, P. B. (1979). Quality is free: The art of making quality certain. American Library, New York, NY.

  • Danciu, V. (2003). Performance in service marketing from philosophy to customer relationship Management. Bucharest: The Academy for Economic Studies.

  • Dawkins, P., & Reichheld, F. (1990). Consumer as a competitive weapon. Directors and Boards 14, 42-47.

  • Dongyan, L., & Bai, X. (2008). Car purchasing behaviour in Beijing: An empirical investigation. Thesis, Umea University, Umea

  • Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? The Journal of Business & Industrial Marketing, 17(2/3), 107-118

  • Gravin, D. A. (1983). Quality on the line. Harvard Business Review, 61, 65-73.

  • Green, K. W., Chakrabarty, S., & Whitten, D. (2007). Organisational culture of customer care: Market orientation and service quality. International Journal of Services and Standards, 3(2), 137-153.

  • Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-45.

  • Harris, E. K. (2000). Customer service: A practical approach, Upper Saddle River, NJ: Prentice Hall.

  • Havaldar, K. K., Alexander, J., & Dash, M. (2014). Exploring a new dimension of customer service and its impact on sales growth and loyalty. International Journal on Customer Relations, 2(1), 14-22.

  • Isac, N. (2016). Consumer behaviour- Reference element for market trends of automobile in Romania. Scientific Bulletin-Economic Sciences, 15(2), 46-53.

  • Jones, T., Sasser, W., & Earl, W. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88-99.

  • Kate, N. & Handa, A. (2016). Empirical analysis of factors influencing the purchasing of luxury cars in Pune City. Indian Journal of Applied Research, 6(4), 624-626.

  • Lehtinen, J. R., & Lehtinen, U. (1982). Service quality: A study of quality dimensions. Working Paper, Service Management Institute, Helsinki.

  • Nam, J., Yuksel, E., & Georgina, W. (2011). Brand equity, brand loyalty and consumer satisfaction. Annals of Tourism Research, 38(3), 1009-1030.

  • Oliver, R. L. (1993). A conceptual model of service quality and service satisfaction: compatible goals, different concepts. In Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds.). Advances in Services Marketing and Management: Research and Practice 2, JAI Press, Greenwich, CT.

  • Oliver, R. L. (1999). Whence customer loyalty? Journal of Marketing, 63, 33-44.

  • Padhy, P. K., & Swar, B. N. (2009). Study on customer satisfaction and service gaps in selected private, public and foreign banks. Presented at the 3rd IIMA Conference, Marketing Paradigms for Emerging Economies, Indian Institute of Management, Ahmedabad, India.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing 49(4), 41-50.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

  • Parasuraman, A., Zheitmal, V. A., & Berry, L. L. (1998). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

  • Qualls, W. J., & Rosa, J. A. (1995). Assessing industrial buyers’ perceptions of quality and their effects on satisfaction. Industrial Marketing Management, 24, 359-68.

  • Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68, 105-113.

  • Sasser, W. E., Olsen, R. P., & Wyckoff, D. D. (1978). Management of service operations. Allyn and Bacon, Boston, MA.

  • Torres A.G., & Castells P.A. (2006). The choice of banking firm: Are the interest rates a significant criteria. IEB, 4 (nuevo), 1-29.

  • Vrkljan, B. H., & Anaby, D. (2011). What vehicle features are considered important when buying an automobile? An examination of driver preferences by age and gender. Journal of Safety Research, 42(1), 61-65.

  • Westbrook, R. & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18, 84-91.

  • Woodruff, R. B. (1997). Customer value: The next source of competitive advantage. Journal of the Academy of Marketing Science, 25, 139-153.

  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1990). Delivering service quality, New York: Free Press


Abstract Views: 285

PDF Views: 0




  • Buying Attributes for Automotive Products and Banking Services

Abstract Views: 285  |  PDF Views: 0

Authors

Krishna K. Havaldar
School of Business, Alliance University, Karnataka, India
Mihir Dash
Management Science, School of Business, Alliance University, Karnataka, India
Jacob Alexander
School of Business, Alliance University, Karnataka, India
Kshitiz Sharma
School of Business, Alliance University, Karnataka, India

Abstract


A buying decision depends upon certain attributes that a buyer considers before making a choice. The question arises as to whether these attributes are same or different for products and services. This paper examines the buying attributes for automobile two-wheelers and four-wheelers representing product category and banking service representing service sector, and compares them. The buying attributes considered were based on literature review, including quality of core product/service, product/service features, quality of basic customer service, brand name, price, availability, quality of supplementary service;for banking services, location and brand name were also considered.

The most important attribute found when buying an automotive was quality of the core product, followed by product features, quality of basic customer service, brand name, price, availability, and finally, quality of supplementary service. The most important attribute found when availing banking service was quality of the core service, followed by quality of basic customer service, location, quality of supplementary service, and finally, brand name. The paper will help management researchers and professionals in the consumer behaviour area to better understand the buying attributes of consumers for automotive products and banking services. The knowledge of decision-making attributes will benefit marketers who struggle to understand the consumer mind in competitive environment.


Keywords


Buying Attributes, Automotive Product, Banking Service, Core Service, Basic Service, Supplementary Service.

References