SlideShare a Scribd company logo
Analyze the consumer decision-making and brand switching
behaviours
Analyze the impacts of social and environmental factors on the
consumer purchasing decisions
Discussed the concept of consumer diversity and individual difference
Recommendations to prevent brand switching in the case company
one of the leading mobile network companies
in the world
currently 313 million customers
market share of around £75 billion
functioning in 25 countries
Have partnership network in 42 countries
Products and services
 Devices Android, Tablets, and iPhone
 Plans Add-ons, SIM Only Plans, and Plans with Qantas Points
 Prepaid Recharge Now, Prepaid Plans, Add-ons, and more
 Services Upgrade, Student Offers, Families, Insurance, and more
Australian Mobile Market
Mobile broadband market & Fibre-to-the-Node is forcing the market
Profits require to adopt services like LTE technology and mobile data
Rivalry amid service providers is posing a braking impact on ARPU
Pricing rivalry & market infiltration is grinding down the voice revenue
Competitors Service Comparison
Optus Cheaper rates , Better data allowance, Clear pricing
Vodafone Cheaper rates , Larger data allowance, More calls integrated with plans
Telstra Improved network coverage, Improved connection, Larger data allowance
Reasons of Brand Switching:
Customers have many options to choices products and service providers
Consumers decide to switch present brand due to convenience services or
dissatisfaction
The most widespread reasons:
 price
 network coverage
 data inclusions
 Students
 Young Executives
 Brand switchers
 Previous customers
 Local businesses
 Community People
Students
Young
Executives
Brand
switchers
Past
customers
Local
businesses
Social factors:
Family
Social Status
Role in society
Reference groups
Environmental factors:
Mood of consumer
Seasons
Pressure of time
Social influences:
Culture that composed of values, customs, and beliefs
Subcultures that make different one person from another
Reference groups that impact on the consumer to pursue their
decisions
social class that is related to wealth or success in life
Environmental contexts:
Time; people make purchase decisions depend on time
Season pursues the buying decision of consumers
Mood impacts on consumer’s decision-making and brand switching
1. Product: The key strengths of the product mix of Vodafone includes
high quality connections for domestic and international calls, inter
provincial roaming plus international roaming.
2. Price: The pricing strategies of Vodafone include different types of
regular and special discount offers to stimulate the business.
3. Place: The placement strategies include a range of easy and error
free options for product and service ordering.
4. Promotion: Vodafone uses using both pull and push promotional
strategies
 Perception - it relates to the factors that influence Vodafone’s consumers to make
purchase decisions.
 Learning - it is known as a psychological variable that affect the purchase decision
process.
 Belief and Attitude - it influences consumers about the individualities of Vodafone product
or service
 Lifestyle – it influence consumer to choose the brand as per their activities, values, and
demographic characteristics
 Personality – it determines the way an individual interpret the world and behave
subsequently
 Planning to decrease the prices of their products and services to be
more competitive.
 Improving the overall customer supports to win the trust of different
types of customers.
 Educating the related personnel on different social and environment
factors and their impacts.
 Taking pricing strategies to gain more business from competitors in
the industry.
 Focusing on changing demands of customers to maintain a strong
position in the industry.
 Offering different convenient products and services ordering options
to customers.
 Applying different promotional plans, including pull and push
promotional strategies.
 Providing more attention towards social media networks and run
personalized advertising throughout the media.
Drolet, A., Jiang, L., Pour Mohammad, A., & Davis, C. (2018). The influence of aging on consumer
decision‐making. Consumer Psychology Review. doi: 10.1002/arcp.1046
Durmaz, Y., Mücahit, C. & Reyhan, O. (2011). The Impact of Cultural Factors on the Consumer Buying Behaviors Examined
through An Impirical Study. International Journal of Business and Social Science, 2.
Kotler, P, Armstrong, G, & Cunningham, H 2005, Principles of Marketing, pp. 67-70, Pearson Education, Toronto, Canada.
Kim, R. (2013). Factors influencing Chinese consumer behavior when buying innovative food products. Agricultural
Economics (Zemědělská Ekonomika), 55(No. 9), 436-445. doi: 10.17221/2404-agricecon
Novotný, J., & Duspiva, P. (2014). Factors influencing consumers' buying behavior and their importance for enterprises. E+M
Ekonomie A Management, 17(1). doi: 10.15240/tul/001/2014-1-012
Saha, N., Islam, M., & Hoque, A. (2016). Factors Affecting Customers’ Satisfaction of Mobile Phone Subscribers: An
Empirical Study on Mobile Telecommunication Industry in Bangladesh. International Journal Of Business And
Management, 11(6), 252. doi: 10.5539/ijbm.v11n6p252
Toni, D, Milan, G, Sacilito, E & Larentis, F 2017, ‘Pricing strategies and levels and their impact on corporate profitability’,
Revista de Administração, vol. 52, iss. 2, pp. 120-133.
Vodafone. (2018). Vodafone Group Plc Annual Report 2018. Vodafone. Retrieved from
https://www.vodafone.com/content/annualreport/annual_report18/downloads/Vodafone-full-annual-report-2018.pdf
Vodafone Australia. (2018). Mobile Phone, Tablet and Mobile Broadband Plans. Retrieved from
https://www.vodafone.com.au/

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Consumer Behaviour Case Report of Vodafone Australia

  • 1.
  • 2. Analyze the consumer decision-making and brand switching behaviours Analyze the impacts of social and environmental factors on the consumer purchasing decisions Discussed the concept of consumer diversity and individual difference Recommendations to prevent brand switching in the case company
  • 3. one of the leading mobile network companies in the world currently 313 million customers market share of around £75 billion functioning in 25 countries Have partnership network in 42 countries Products and services  Devices Android, Tablets, and iPhone  Plans Add-ons, SIM Only Plans, and Plans with Qantas Points  Prepaid Recharge Now, Prepaid Plans, Add-ons, and more  Services Upgrade, Student Offers, Families, Insurance, and more
  • 4. Australian Mobile Market Mobile broadband market & Fibre-to-the-Node is forcing the market Profits require to adopt services like LTE technology and mobile data Rivalry amid service providers is posing a braking impact on ARPU Pricing rivalry & market infiltration is grinding down the voice revenue Competitors Service Comparison Optus Cheaper rates , Better data allowance, Clear pricing Vodafone Cheaper rates , Larger data allowance, More calls integrated with plans Telstra Improved network coverage, Improved connection, Larger data allowance
  • 5. Reasons of Brand Switching: Customers have many options to choices products and service providers Consumers decide to switch present brand due to convenience services or dissatisfaction The most widespread reasons:  price  network coverage  data inclusions
  • 6.  Students  Young Executives  Brand switchers  Previous customers  Local businesses  Community People Students Young Executives Brand switchers Past customers Local businesses
  • 7. Social factors: Family Social Status Role in society Reference groups Environmental factors: Mood of consumer Seasons Pressure of time
  • 8. Social influences: Culture that composed of values, customs, and beliefs Subcultures that make different one person from another Reference groups that impact on the consumer to pursue their decisions social class that is related to wealth or success in life
  • 9. Environmental contexts: Time; people make purchase decisions depend on time Season pursues the buying decision of consumers Mood impacts on consumer’s decision-making and brand switching
  • 10. 1. Product: The key strengths of the product mix of Vodafone includes high quality connections for domestic and international calls, inter provincial roaming plus international roaming. 2. Price: The pricing strategies of Vodafone include different types of regular and special discount offers to stimulate the business. 3. Place: The placement strategies include a range of easy and error free options for product and service ordering. 4. Promotion: Vodafone uses using both pull and push promotional strategies
  • 11.  Perception - it relates to the factors that influence Vodafone’s consumers to make purchase decisions.  Learning - it is known as a psychological variable that affect the purchase decision process.  Belief and Attitude - it influences consumers about the individualities of Vodafone product or service  Lifestyle – it influence consumer to choose the brand as per their activities, values, and demographic characteristics  Personality – it determines the way an individual interpret the world and behave subsequently
  • 12.  Planning to decrease the prices of their products and services to be more competitive.  Improving the overall customer supports to win the trust of different types of customers.  Educating the related personnel on different social and environment factors and their impacts.  Taking pricing strategies to gain more business from competitors in the industry.
  • 13.  Focusing on changing demands of customers to maintain a strong position in the industry.  Offering different convenient products and services ordering options to customers.  Applying different promotional plans, including pull and push promotional strategies.  Providing more attention towards social media networks and run personalized advertising throughout the media.
  • 14. Drolet, A., Jiang, L., Pour Mohammad, A., & Davis, C. (2018). The influence of aging on consumer decision‐making. Consumer Psychology Review. doi: 10.1002/arcp.1046 Durmaz, Y., Mücahit, C. & Reyhan, O. (2011). The Impact of Cultural Factors on the Consumer Buying Behaviors Examined through An Impirical Study. International Journal of Business and Social Science, 2. Kotler, P, Armstrong, G, & Cunningham, H 2005, Principles of Marketing, pp. 67-70, Pearson Education, Toronto, Canada. Kim, R. (2013). Factors influencing Chinese consumer behavior when buying innovative food products. Agricultural Economics (Zemědělská Ekonomika), 55(No. 9), 436-445. doi: 10.17221/2404-agricecon Novotný, J., & Duspiva, P. (2014). Factors influencing consumers' buying behavior and their importance for enterprises. E+M Ekonomie A Management, 17(1). doi: 10.15240/tul/001/2014-1-012 Saha, N., Islam, M., & Hoque, A. (2016). Factors Affecting Customers’ Satisfaction of Mobile Phone Subscribers: An Empirical Study on Mobile Telecommunication Industry in Bangladesh. International Journal Of Business And Management, 11(6), 252. doi: 10.5539/ijbm.v11n6p252 Toni, D, Milan, G, Sacilito, E & Larentis, F 2017, ‘Pricing strategies and levels and their impact on corporate profitability’, Revista de Administração, vol. 52, iss. 2, pp. 120-133. Vodafone. (2018). Vodafone Group Plc Annual Report 2018. Vodafone. Retrieved from https://www.vodafone.com/content/annualreport/annual_report18/downloads/Vodafone-full-annual-report-2018.pdf Vodafone Australia. (2018). Mobile Phone, Tablet and Mobile Broadband Plans. Retrieved from https://www.vodafone.com.au/