Socio Demographic Data And The Means Of Travelling †Free Samples

Question: Discuss about the Socio Demographic Data And The Means Of Travelling. Answer: Introduction This chapter contains the empirical review, theoretical review as well as the conceptual framework. The empirical review gives detailed information on the study, which includes, assessing the relationship between socio-demographic data and the means of travelling to work, evaluate the difference in travel behavior between young adults and senior adult, and examine how level of access to transport mode influence mode share. The theories covered in the theoretical review include the Transaction Cost Theory, Concept of consumer behavior and the service quality theory, while the conceptual framework gives a description of the relationship between travel behavior and customer service delivery. Theoretical Framework Transaction Cost Theory This theory was propagated by Hicks and Niehans in 1983 The theory states that the existence of companies has been thriving since they can only administer transactions of a market place within themselves in an affordable way than they can with any other company externally. Transaction cost occurs when working with parties from the outside of the company. These costs include information cost, decision cost, outsourcing costs and enforcement cost. Information cost has been greatly reduced by emergence of new information technology which has enabled managers to pursue and carry out transactions in a resourceful way. Transaction cost can be classified into several categories namely; tangible and intangible costs, monetary cost, intellectual and labour costs which occur indirectly, hence they are termed as indirect costs. A firm will incur labour costs when they get someone to do something on their behalf (Williamson, 1989). A company structure and systems is a mojor concern in control ov er transaction cost and the management should make all transactions internal to avoid non production costs, risks and drawbacks. Transaction overheads have a valuable influence on customer service transmittal. The goal of the study is to check in thoroughly how customer service delivery can be made better using social media marketing. Social media as a platform will achieve this in lowering transactions costs. Concept of consumer behavior Consumer behavior research is the scientific study of how human beings will seek a study of how they use goods that satisfy their human wants. Consumer behaviors include the actions and decisions that lead to a customer's purchase of a good or services. It is studied by marketers, businesses and researchers to understand what influences an individuals preference and choice of a product of service. There are various factors that affect consumer behavior they include; beliefs and social values, age, education, culture, economic status and personality, The findings on consumer behavior are used to come up with strategies and products that will improve a companys performance and profits. Todays research on consumer behavior is increasingly vital for businesses because consumers are now more knowledgeable and powerful (Faison, 1977). Characteristics of consumers will comprise four key factors where the factors are responsible for the different sorts of behaviors portrayed by the consumers. These factors include: Cultural: Different people will have differing cultures where they are affected through socialization processes with family and other key organizations. Social: consumer behavior will also be affected by the kin of friends and age mate as well as the social class that one has. Personal: people have differing preferences and this will trigger their customer satisfaction. Group influence: the group in which a consumer associates with will be responsible for the consumer preference, perception and attitude towards a product or service. The purchasing power: consumers evaluate their ability to purchase before deciding to buy the product or service. Economic condition: the prevailing economic situation in the market plays a vital role in influencing consumer behavior and their choice of products. Advertisements; this helps to create awareness and remind the consumers about a product. This greatly influences the consumer decisions and behavior (Sirgy, 1982). Service quality theory This theory was propagated by It states that the satisfaction of a customer with the service delivered to them depends on their first experience of the same service or product; or on the expectations they had before in comparison with the actual performance they received. Thus, if the customers recent experience is better than their preceding anticipation, then the customers desires, needs, taste and preferences would have been met. This concept states that the quality of service shows the difference between the expectation of a customer from a provision and their perception of the service they receive. It is therefore important for customers perceptions and expectations to be known (Brown et al., 1993) Business organizations can use social media marketing to find out what customers say about their services and work on improving them. The information they get from social media sites can enable them to design ways of offering better service (Grnroos, 1984).Through social media, businesses get insights, ideas and thought on how to offer better customer service as well as new services or products that they can offer their customers. Empirical Review How organizations utilize socio-demographic data in customer service delivery Companies across variety of industries are exploring social demographic data to improve customer service delivery. Socio-demographic outlets help organizations to monitor their customers and acquire information about the customers preferences, taste and their opinion towards the organizations service delivery. This data allows enterprises to champion any changes that may arise due to customer service related and to effectively make appropriate adjustments to strategies, products or services (Bettencourt, 1997). The social demographic data report in 2012 showed that 83% of marketers view social demographic data as essential to businesses. It also gave the advantages of using social demographic data; which include better exposure. This means that through social demographic data, businesses are more exposed to their customers. They can offer customer service by meeting with the customers one on one and listening to their complains, suggestions and opinion about your products and service ( Hubbert et al. 1997). Trio Digital Company Ltd is characterized by its excellent operational online customer relations. This is due to its ability to incorporate cultures that motives the employees to act and respond swiftly on consumer needs. The organization carries out training and development to equip their staff with knowledge and skills on how to relate with customers and address their complains in time, this improves customer service delivery. Through social demographic data, the support staffs are abl e to answer customer questions and solve their problems How organizations examine level of access to transport mode influence mode share. A theory was first developed by Howard in 1963 then developed further by Howard and Sheth in 1969 to become Theory of Buyer Behavior. The theory explains four variables that influence consumer behavior which includes perception and learning constructs outputs, input and external variables. Input variables refer to the environmental stimuli a consumer is exposed to. The types of stimuli that the advertiser may provide are symbolic stimuli; which refers to an iconic presentation of a product that affects the buyer indirectly. significant stimuli which are actual elements of products that the consumer acts on and social stimuli which includes family, social class (Buehler, (2011). Perceptual or Learning Constructs refers to physiological variables such as motives, perceptions and attitudes that impact on consumers decision process. Outputs: the purchase choice is the output; when a consumer uses a product and is satisfied with it, this will build up a positive attitude and increase purc hase intent of the product or brand. Exogenous Variable: These are external variables that greatly impact consumer decisions. They include social class, culture, organization, financial status and personality. This theory attempts to show rationality of brand choice behavior by buyers under conditions of incomplete information and reduced processing ability. This model is based on the assumption that customers behave rationally when purchasing a product. Conceptual Framework References Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery.Journal of retailing,73(3), 383-406. Brown, T. J., Churchill, G. A., Peter, J. P. (1993). Improving the measurement of service quality.Journal of retailing,69(1), 127-139. Buehler, R. (2011). Determinants of transport mode choice: a comparison of Germany and the USA.Journal of Transport Geography,19(4), 644-657. Faison, E. W. (1977). The neglected variety drive: A useful concept for consumer behavior.Journal of Consumer Research, 172-175. Grnroos, C. (1984). A service quality model and its marketing implications.European Journal of marketing,18(4), 36-44. Jo Bitner, M., Faranda, W. T., Hubbert, A. R., Zeithaml, V. A. (1997). Customer contributions and roles in service delivery.International journal of service industry management,8(3), 193-205. Sirgy, M. J. (1982). Self-concept in consumer behavior: A critical review.Journal of consumer research,9(3), 287-300. Williamson, O. E. (1989). Transaction cost economics.Handbook of industrial organization,1, 135-182.