KONSUMEN
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PERILAKU KONSUMEN
(CONSUMER BEHAVIOR)
“Studi tentang proses – proses yang terjadi
ketika individu – individu atau kelompok
memilih, membeli, menggunakan,atau
membuang produk untuk memuaskan NEEDS
dan/atau WANTS”
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NEED VS WANT
NEED WANT
• Tuntutan dasar manusia • Need yang diarahkan
pada sasaran yang
Contoh: spesifik
Makan= hidup
Tidak makan = mati Contoh:
Makan Salad
Makan Steak
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Cognitive/Thoughts
Affects/Feeling Behaviour
experience for
consumption
Environment
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Cognitive Affective
Thinking, belief about a product Feelings about stimuli & events
Consumer
Behaviour
Environment
Behaviour
Everything outside consumers
Consumer action which can be that influence what they think,
observed and measured feel and do
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• Perilaku konsumen yang dinamis, membuat organisasi
harus memiliki strategi marketing yang agile mengikuti
kebutuhan market
• Studi/ riset perilaku konsumen secara berkala menjadi
perlu agar strategi marketing dapat sesuai dengan
kebutuhan market
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Tujuan Riset Perilaku Konsumen
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The Role Consumer
Riset and Analysis
in Marketing Strategies
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Aplikasi Penerapan Hasil
Riset Perilaku Konsumen
1. Marketing 2. Non profit & Social
Management Marketing
- Menjawab kebutuhan isu
- Memenuhi needs &
sosial yang diperlukan
wants masyarakat
- Menentukan tujuan 3. Governmental Decision
perusahaan Making
- Menentukan - Penyusunan kebijakan
strategi (4P) pemerintah
- Misal: Penyediaan sarana
umum, kebutuhan
jaminan sosial 11
Relationship Among Action
Oriented Groups Interested in
Consumer Behaviour
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TYPES OF AFFECTIVE RESPONSES
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Karakteristik Affective Responses
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COGNITIVE RESPONSE
TUJUAN JENIS
• Understanding: Interpreting the meanings
• to interpret, make sense of, and of specific aspects of one’s environment
understand significant aspects of • Evaluating: Judging whether an aspect of
their personal experiences the environment, or one’s own behavior, is
• to process (think about) these good or bad, positive or negative,
interpretations or meanings in favorable or unfavorable
carrying out cognitive tasks such • Planning: Determining how to solve a
problem or reach a goal
as identifying goals and
objectives, developing and • Deciding: Comparing alternative solutions
to a problem in terms of their relevant
evaluating alternative,etc.
characteristics and selecting the best
alternative.
• Thinking:The cognitive activity that occurs
during all of these processes
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TYPES RESPONSE CREATED
BY COGNITIVE SYSTEM BASED ON STIMULI
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RELATIONSHIP BETWEEN COGNITIVE
AND AFFECTIVE SYSTEMS
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CONSUMER PROCES IN DECISION MAKING
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TYPES OF STORED KNOWLEDGE
• General Knowledges: concerns people’s interpretations of
relevant information in their environments
Contoh: IKEA adalah took furniture bergaya Skandinavian asal
SWISS. Desain furniture Skandinavian berkonsep minimalis
elegant dengan harga terjangkau
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Cognitive Learning
“ When people interpret information in the
environment and create new knowledge or
meaning. Often these new meanings modify their
existing knowledge structures in memory”
(Olson & Peter, 2010)
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TYPES OF COGNITIVE LEARNING
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PRODUCT KNOWLEDGE
Definisi
• Product knowledge is some information about product which
they can use to interpret new information and make purchase
choices
• Setiap konsumen memiliki Level Product knowledge yang berbeda
Level of
Product
Knowlegde
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TIPE PRODUK KNOWLEDGES
Attributes of Product
Value of Products
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JENIS BENEFIT/CONSEQUENCES
YANG DITERIMA KONSUMEN
Functional Benefits
• Efek yang diterima langsung oleh
konsumen produk, misal: makan Burger
merasa kenyang
Psychological Benefits
• Efek psikologi dan sosial yang didapat
konsumen setelah menggunakan produk,
missal: menggunakan mobil BMW
membuat konsumen diterima oleh
komunitas sosialita
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Value Satisfaction
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TAHAPAN PERILAKU MEMBELI
1. Pengenalan masalah
2. Pencarian informasi
3. Evaluasi alternatif
4. Keputusan pembelian
5. Perilaku pasca pembelian
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PENGENALAN MASALAH
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PENCARIAN INFORMASI
Sumber informasi:
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EVALUASI ALTERNATIF
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EVALUASI
ALTERNATIF
Keputusan pembelian
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PERILAKU PASCA PEMBELIAN
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Product Involvement
Definisi
• Consumers’ perceptions of importance or personal relevance for an
object, event, or activity.
• Konsumen yang memiliki product involvement merasa memiliki
hubungan personal dengan produk.
• Product involvement melibatkan afeksi dan kognitif konsumen
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Faktor yang Memengaruhi
Product Involvement
Intrinsic self relevance
• end product knowledge stored in consumers
memory through their past experiences with the
product
Situational self relevance
• aspects of the immediate physical and social
environment that activate important consequences
and values,thus making products and brands seem
self-relevant
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MODEL CONSUMER PRODUCT INVOLVEMENT
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MARKETING STRATEGY
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STRATEGI MARKETING
FAKTOR PENTING
JENIS IKLAN DALAM MENENTUKAN
STRATEGI MARKETING
• Iklan Cetak
• Target audience
(Poster/leaflet/spanduk/i
• Target level product
klan koran)
knowledge audience
• Iklan Audio • Target perilaku konsumen
(adlib,spot,podcast,dl) yang muncul
• Iklan Audio Visual • Media yang digunakan
(animation, video,dll) • Budget
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Contoh Iklan
Strategi
Marketing
dengan
Target
Produk
Knowledge
Attributes
informasi
(Kogntif)
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Contoh
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Terima Kasih
Pertanyaan?
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TUGAS MENCARI
IKLAN AUDIO VISUAL
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3. Mencari Contoh Iklan Audio Visual
• Mahasiswa diminta mencari 2 jenis iklan audio visual dengan
pendekatan strategi marketing yang berbeda
• 1 iklan dengan pendekatan Produk knowledge Attribut dan/atau
functional (cognitive approach), dan 1 iklan dengan pendekatan
Produk knowledge Value (emotional approach)
• Mahasiswa menganalisis kedua jenis iklan tersebut dari aspek
pendekatan yang digunakan (target audience iklan, tujuan
approach iklan, harapan pemilik produk atas iklan tsb, level dan
Tipe produk knowledge, ada/ tidaknya upaya mengajak ke
product involvement)- Format World dan PPT
• Mahasiswa akan mempresentasikan iklan tersebut
• File diupload di googledrive H-1 perkuliahan
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