Members: Xu Chen-Jie, Ben Chen, Sam Chan, Henry Low
1
E-KioskE-Kiosk
2
Consumer Behaviour Model
Problem
Recognition
Information
Search
Evaluation of
Alternatives
Purchase
Post-Purchase
Evalua...
3
The Key to Consumer Behaviour
• Consumer satisfaction will lead to future
habitual purchase out of inertia.
• Repeated p...
4
Travel still predominantly via traditional
channels
The Internet may be ubiquitous, but it still isn’t everything:
Under...
5
Transforming consumers into online buyers
Try this !Long Q ?
5
6
Pros and Cons vs. traditional TA
• Pros
– Less staff
– Low cost / no cost
– Handles larger volume
– Always available (24...
7
Pros and Cons vs. online TA
• Pros
– More secure (TA)
– Continue your deal upon
counter
– No hacker/bandwidth
concern
– ...
e-Kiosk Demonstration
e-Kiosk Demonstration
17
Key features
– Great way to market and cross-sell products and services
– Secure as it is located onsite in agency offi...
Abacus Hack Day Singapore - Winning hack
Abacus Hack Day Singapore - Winning hack
Abacus Hack Day Singapore - Winning hack
Abacus Hack Day Singapore - Winning hack
Abacus Hack Day Singapore - Winning hack
Abacus Hack Day Singapore - Winning hack
Abacus Hack Day Singapore - Winning hack
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Abacus Hack Day Singapore - Winning hack

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e-Kiosk won the Abacus Hack Day in Singapore on the 19 October 2010. Here are the details of the project.

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Abacus Hack Day Singapore - Winning hack

  1. 1. Members: Xu Chen-Jie, Ben Chen, Sam Chan, Henry Low 1 E-KioskE-Kiosk
  2. 2. 2 Consumer Behaviour Model Problem Recognition Information Search Evaluation of Alternatives Purchase Post-Purchase Evaluation Internal Search Memory External Search Exposure Attention Comprehension Acceptance Retention Stimuli: Marketer Dominated & Other Dissatisfaction Satisfaction Environmental Influences • Culture • Social Class • Personal • Family • Situation Individual Differences • Resources • Motivation & Involvement • Knowledge • Attitudes • Personality, Values & Lifestyle INPUT INFORMATION PROCESSING DECISION PROCESS INFLUENCES From: Consumer Behavior (1994). James F. Engel, Roger D. Blackwell & Paul W. Miniard. 7th. Edition. Dryden Press. 2
  3. 3. 3 The Key to Consumer Behaviour • Consumer satisfaction will lead to future habitual purchase out of inertia. • Repeated purchasing reinforces tendency for habitual decision-making • Satisfaction  Repeat Purchase  Habit Our objective is to change consumer behaviour by ensuring satisfaction with the purchase process 3
  4. 4. 4 Travel still predominantly via traditional channels The Internet may be ubiquitous, but it still isn’t everything: Under a quarter (23%) of respondents do all their travel shopping on websites. From: PhoCusWright’s Traveller Technology Survey 2010 4
  5. 5. 5 Transforming consumers into online buyers Try this !Long Q ? 5
  6. 6. 6 Pros and Cons vs. traditional TA • Pros – Less staff – Low cost / no cost – Handles larger volume – Always available (24x7) – Faster transaction deal – Auto user profile management • Cons – Less human talk – No bargain – System downtime 6
  7. 7. 7 Pros and Cons vs. online TA • Pros – More secure (TA) – Continue your deal upon counter – No hacker/bandwidth concern – Membership card • Cons – Less volume handled 7
  8. 8. e-Kiosk Demonstration
  9. 9. e-Kiosk Demonstration
  10. 10. 17 Key features – Great way to market and cross-sell products and services – Secure as it is located onsite in agency office – Provide a transitional experience to agency online website – Support mixed service model (kiosk-to-counter) – Provide value-add service (e.g., hotel pic, traveller photos) – Self-help – e.g. re-schedule appointment with specific agent – Experience and knowledge of senior staff in-a-box (passport reminders, context-sensitive) 17

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