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Hemant Kombrabail
ATTITUDE MEASUREMENT
MEANING OF ATTITUDE
Attitude means "settled behaviour indicating opinion." Attitude is a subjective and
personal matter. Opinion of a person is the verbal expression of attitude. Attitude is also
readiness to response. Many researchers admit that attitude involves some acceptance or
rejection of an issue or subject matter under study. When an individual responds to a
social or business issue, it indicates an attempt to provide evaluation, which may be in
favour or against.
DEFINITION OF ATTITUDE
Attitude has been defined by Gene F. Summers as a predisposition to respond to an idea
or object.
In marketing, this refers to the consumers’ predisposition about the product or . If it is
favorable, then the consumer is likely to purchase the product or service
Attitudes about products or services are composed of three elements
Beliefs such as the products strength or the economy of the product or service
Emotional feelings such as likes or dislikes
Readiness to respond to the product or service i.e. to buy it
These three elements combine together to form an image of the product or service in the
mind of the consumer. When the car manufacturer, the movie producer or the insurance
company refers to the company's image, they are referring to some genera! averages of
many individuals’ attitudes towards the company
MEANING OF MEASUREMENT
Measurement is "the assignment of numbers to characteristics of objects, persons, states
or events, according to rules." What is measured is not the object, person, state or event
but some characteristic of it. People are not measured, only their age, height, weight, etc.
are measured. The term number given in the definition of measurement are used as
symbols to represent certain characteristics of the object and it does not mean addition,
subtraction, division or multiplication.
One important aspect of measurement is the creation of the rules. These rules specify how
the numbers are to be assigned to the characteristics to be measured e.g., "Bata increased
its market share by three percentage points during the last year" is understood by those
who know the measurement rule that is being applied. Those who are not familiar with
the rule will not understand what has been measured. The market share can be based on
units sold or sales turnover in rupees or any other rules.
Measurement in physical sciences like physics, chemistry and biology is easy because
they have physical reality to measure. Behavioural scientists like marketing researchers
cannot see or feel attitudes, perceptions, brand loyalty etc. Hence they must attach
numbers in the measurement process. A chemist can exactly know the chemical content
in an antibiotic capsule whereas the market researcher can only obtain a good measure of
intention to purchase.
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TYBMS Prof. Hemant Kombrabail
PROCESS OF MEASUREMENT
(1) Determine the constructs of interest: Constructs refer to constructions. Constructs
do not have tangible reality e.g. we cannot see consumer satisfaction but we can
indirectly observe it asking a series of questions. Other constructs are: brand loyalty,
heavy users, competition etc.
(2) Establish the constructs areas: A construct must identify its conceptual boundaries
e.g., marketing orientation identifies and satisfies customer needs. It concentrates on
the means by which an organisation can achieve its goals while satisfying those
needs.
(3) Setting operational definitions: An operational definition indicates what observable
attributes of the construct will be measured and the process that will be used to
attach numbers to those attributes. An example of operational definitions in a bank
can be constructed as: customer satisfaction, operational efficiency, marketing
information systems, marketing efforts etc.
(4) Collect data to test measures: At this stage data is collected from the target
population. Collecting relevant and dependable data will ensure that the researcher is
on the right track with operational measures.
(5) Retain relevant data: Having collected the data the researcher has to decide which
data to keep and which one to reject. It is a relative exercise. Data thus retained will
be of use only now. If any delay is caused, data can become obsolete.
(6) Establish validity of data: An important exercise for the researcher would be to
determine validity of data. Marketing research is a financial proposition. In order to
succeed in correctly measuring attitude it is important that the data are valid and
reliable.
(7) Prepare research report: When the researcher has successfully developed measures
that are reliable and valid, he is now ready to prepare research report which will help
to achieve the objectives of research study. The researcher has to check cause and
effect relationship, test hypothesis, answer research questions and describe the extent
to which a population behaves in a specific manner. In this way the research report
will highlight the results of the research.
ATTITUDE MEASUREMENT
Attitude measurement is also commonly referred to as scaling. The measurement
techniques can be divided into
1. Non-Disguised, Non-Structured Techniques
2. Non-Disguised, Structured Techniques
3. Disguised, Non-Structured Techniques
4. Disguised, Structured Techniques
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TYBMS Prof. Hemant Kombrabail
The following diagram will illustrate the different methods and techniques of measuring
attitude
Attitude Measurement
Focused Nominal
Scale Word
Group Association
Discussion
Ordinal Story
Scale Completion
Interval Sentence
Depth Scale Completion
Interview
Thematic
Ratio Scale
Appreciation
Tests
Constant
Cartoon /
Sum
Bubble
Mini- Scale
Method
groups Thurstone
Scale
Third Person
Techniques
Likert Scale
Fantasy
Semantic Scenario
Differential
Scale Personification
Multi-
dimensional
Scale Role-playing
NON-DISGUISED, NON-STRUCTURED TECHNIQUES
The essence of these methods is that the purpose of the interview is not a secret and that
there is no fixed structure for conducting the interview.
Qualitative Research
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TYBMS Prof. Hemant Kombrabail
The most common method of obtaining information about the behavior, attitudes and
other characteristics of people is to ask them. However it is not always possible or
desirable to use direct questioning to obtain information. People may be either unwilling
or unable to give answers to questions they consider to be an invasion of their privacy,
that adversely affect their self-perception or prestige, that are embarrassing that concern
motivations that they do not fully understand or cannot verbalize, or for other reasons.
Therefore additional approaches to obtaining such information may be necessary,
Marketing researchers frequently use depth interviews, Focused Group Interviews, Mini-
group Interviews and Projective techniques when direct questioning is impractical, more
costly, or less accurate. These techniques generally referred to as Qualitative research.
A. Depth interviews
Individual depth interviews typically require 30-45 minutes. The interviewer does not
have a specific set of pre-specified questions that must be asked according to the order
imposed by a questionnaire. Instead, there is freedom to create questions, to probe those
responses that appear relevant and generally to try to develop the best set of data in any
way practical. However the interviewer must follow one rule; one must not consciously
try to affect the content of the answers given by the respondents. The respondent. The
respondent must feel free to reply to the various questions, probes, and other, subtler,
ways of encouraging responses in the manner deemed most appropriate.
Subject of interest is discussed in detail.
There is no fixed pattern for eliciting information from the respondents.
Generally conducted by highly trained interviewers. They must be thorough in
probing the respondents.
The interviewee is asked about the subject of his choice, coffee, for example. and an
attempt is made to explore the respondents' attitudes in depth by probing extensively
into any other areas which may come up.
Interviewers have a general series of topics that they will introduce - perhaps such
topics as coffee or sleep, and will introduce them from time to time if the respondent
does not bring them up.
Tone of the interview is permissive and the respondent's allowed to talk as much as he
likes.
The interviewer must not influence the answers of the respondent.
The interpretation of the answers is very subjective and knowledge of human
behavior is required to analyze the information received.
Individual depth interviews uses three questioning techniques namely:
1. Laddering involves having respondents identify attributes that distinguish brands by
asking questions. Each distinguishing attribute is then probed to determine why it is
important or meaningful. These reasons are then probed to determine why it is
important, and so forth. The purpose is to uncover the “network of meanings”
associated with the product, brand, or concept.
2. Hidden-issue questioning focuses on individual respondents feelings about sensitive
issues. Analysis on focus on common underlying themes across respondents. These
themes can then be used to guide advertising development
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TYBMS Prof. Hemant Kombrabail
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TYBMS Prof. Hemant Kombrabail
1. Each individual is able to expand and refine their opinions in the interaction with the
other members. This process provides more detailed and accurate information than
could be derived from each separately.
2. A group interview situation is generally more exciting and offers more stimulation to
the participants than the standard depth interviews
3. The security of being in a crowd encourages some members to speak out when they
otherwise would not.
4. As the questions raised by the moderator are addressed to the entire group rather than
an individual the answer contains a degree of spontaneity that is not produced by other
techniques.
5. Focus groups can be used successfully with children over five. They are also very
useful with adults in developing countries where literacy rates are low and survey
research is difficult.
6. A final major advantage of focus groups is that executives often observe the interview
(from behind mirrors) or watch films of the interview.
Disadvantages
1. Since focus group interviews last 1.5 to 3 hours and take place at a central location,
securing cooperation from a random sample is difficult.
2. Those who attend group interviews and actively participate in them are likely to be
different in many respects from those who do not.
3. There are chances that participants may go along with the popular opinion (group
think) instead of expressing their own which may be contrary to the popular opinions
4. The presence of a one-way mirror and / or an observer has been found to distort
participant's responses.
5. The moderator can introduce serious biases in the interview by shifting topics too
rapidly verbally or nonverbally encouraging certain answers, failing to cover specific
areas and so forth
6. Focus groups are expensive on a per respondent basis.
C. Mini-groups
Mini-groups consist of a moderator and 4 - 5 respondents rather than the 8 to 12 used in
most focus groups. They are used when the issue being investigated requires more
extensive probing than is possible in a larger group. Mini-groups do not allow the
collection of a confidential or highly sensitive data as might be possible in an individual
depth interview. However, they do allow the researcher to obtain substantially depth of
response on the topics that are covered. Further the intimacy of the small group often
allows discussion of quite sensitive issues.
The advantages and disadvantages of mini-groups are similar to those of standard focus
groups, but on a smaller scale
In principle these interviews are the same as the previous ones, excepting that they
are conducted in groups rather than for individuals
This method is therefore less expensive and less time consuming than the depth
interviews
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TYBMS Prof. Hemant Kombrabail
These tests are not difficult to administer because they are like games played with the
respondents Generally, respondents seem to enjoy the exercise
Projective Techniques
Projective technique is based on the theory that the description of vague objects requires
interpretation and this can only be based on the individuals own background, attitudes,
and values The more vague or ambiguous the object to be described the more one must
reveal of oneself in order to complete the description
The following general categories of projective techniques are described - association,
completion, construction and expression
I. Word Association Techniques
Association techniques require the subject to respond to the presentation of a stimulus
with the first things that come to mind. The word association technique requires the
respondent to give the first word or thought that comes to mind after researcher presents a
word or phrase. In free association only the first word or thought is required. In
successive word association, the respondent is asked to give a series of words or thoughts
that occur after hearing a given word The respondent is generally read a number of
relatively neutral terms to establish the technique Then the words of interest to the
researcher are presented, each separated by several neutral terms The order of
presentation of the key words is randomized to prevent any position or order bias from
affecting the results The most common approach to analyzing the resulting data is to
analyze the frequency with a particular word or category of words given in the response
to the word of interest to the researcher.
Word association techniques are used in testing potential brand names and occasionally
for measuring attitudes about particular products, product attributes, brands, packages or
advertisements.
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TYBMS Prof. Hemant Kombrabail
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TYBMS Prof. Hemant Kombrabail
Here the respondent is shown about 20-30 ambiguous pictures and he is asked to spin
stones about them.
The interviewer may ask questions to help the respondent to think For example "what
is happening here?” makes the answer focused towards an action Or which one is the
aggressor makes the respondent think about the picture as one of aggression The
reason that respondents must be asked such prompting questions is that the pictures
are very abstract and general and as such are open to very broad and irreverent
interpretations So some amount of focus is needed to channel respondents thinking.
Each subject in the picture is a medium through which the respondent projects his/her
feelings, ideas, emotions and attitudes The respondent attributes these feelings to the
characters because he sees in the picture something related to himself.
Responses differ widely and analysis depends upon the ambiguity of the picture, the
extent to which the respondent is able to guess the conclusions and the vagueness of
the support questions asked by the interviewer
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TYBMS Prof. Hemant Kombrabail
D. Fantasy Scenario It requires the respondent to make up a fantasy about the products
or brands
E. Personification The respondent is asked to create a personality for the brands or the
products
Limitations
As projective techniques generally require personal interviews with highly trained
interviewers and interpreters to evaluate the responses, they tend to be very
expensive.
Small sample sizes can increase the probability of substantial sampling error. The
reliance on small samples often has been accompanied by non-profitability selection
procedures.
Some of the projective techniques require the respondents to engage in behavior that
may well be strange to them; this is particularly true for techniques such as role-plays.
Thus there is reason enough to believe that there might be an error in the findings.
Measurement is also a serious issue with respect to projective techniques. The
possibility of interpreter bias is obvious.
Benfits
They can uncover information not available through direct questioning or
observation.
They are particularly useful in the exploratory stages of research
They can generate hypotheses for further testing and provide attribute lists and terms
for more structured techniques such as the semantic differential.
The results of projective techniques can be used directly for decision- making
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TYBMS Prof. Hemant Kombrabail
to reveal their attitudes on the subject. Individuals tend to gather information that
supports their supports their attitudes and therefore the kind and extent of information
individuals possess on a given subject indicate something of their attitude. e.g. Do
cornflakes cost more or less per bowl than cereals? Or How much do you think it costs
for hot cereal alone in an bowl of cereal served for breakfast?
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TYBMS Prof. Hemant Kombrabail
If the executive with the highest income is given No. 1 and the next to it as No. 2 and so
on, the following order will be determined
The above example is numerical that dealt with the annual income of executives. Ordinal
scale can also be used to find out attributes of a certain product e.g., coffee. Respondents
can be asked questions on attributes like color, flavor, aroma, appearance etc. on a five-
point scale:
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TYBMS Prof. Hemant Kombrabail
They separate individuals or items by rank order but measure the distance between
rank positions in equal units.
Such a scale permits the researcher to say that the position 4 is above position 3 on
the scale, and also the distance from position 5 to 4 is same as from 4 to 3.
Such a scale however does not permit conclusions that position 6 is twice as strong as
position 3 because no zero position has been established
An interval scale is a scale of measurement where the distance between any two adjacent
units of measurement (or intervals) is the same but the zero point is arbitrary. Scores on
an interval scale can be added or subtracted but cannot be meaningfully multiplied or
divided e.g. the time interval between the starts of years 2001 and 2002 is the same as
that between 2003 and 2004, namely 365 days The zero point year 1 AD, is arbitrary as
time did not begin then. Other examples of Interval series include the heights of tides,
and the measurement of longitude.
When rank order / ordinal data is used the researcher has no way of knowing the
characteristic which is of overwhelming importance or of knowing a characteristic which
is not of much importance compared to other characteristic. This can be explained with
the following example: Suppose a sample of respondents from the target market is
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TYBMS Prof. Hemant Kombrabail
requested to rank order several automobile characteristics with 1 being more important.
Assume the individual ranks are similar and produce the following median ranks for each
attribute:
Price 1
Economy 2
Dependability 3
Safety 4
Comfort 5
Style 6
A constant sum measure of the importance of the same attributes could be obtained from
the following procedure - Divide 100 points among the characteristics listed so that the
division will reflect how important each characteristic is to your selection of a new
automobile.
Price
Economy
Dependability
Safety
Comfort
Style
Total 100
All the responses to the constant sum scale would be consistent with the rank order
results just described.
A disadvantage could be that occassionally individuals may misassign poibts such that
the total is more than or less than 100. This can be adhusted by dividing each point
allocation by the actual taotal and multiplying it by 100.
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TYBMS Prof. Hemant Kombrabail
The advantage of this method is that it is easier to identify the neutral position since there
are odd number pf parameters.
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TYBMS Prof. Hemant Kombrabail
o The unique dharateristic of semantic differential scale is the use of bipolar scales to
rate any product company or concept of interest.
o Facilitates comaprison of competitive items
o Each scale consists of two opposing adjectives separated by a continuum of seven
segments, as seen above
o Respondents are given a group of these scales and asked to check the segment that
represents the degree of their opinion of the subject in question
o It is best used for image descriptive purposes and is not recommended for overall
attitude studies
o The method is easy and fast to administer, but it is also sensitive to small differences in
attitude, highly versatile, reliable and generally valid
o The advantage of this method is its simplicity while producing results comparable with
those of the more complex scaling methods
Consider for instance that a student seeking admission in medicine offered by some
universities has to consider two dimensions viz., prestigious course and practical content,
which can be shown as:
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TYBMS Prof. Hemant Kombrabail
The student has compared the medical course in ten different universities A to J. Vertical
dimension shows practical content of the medical course whereas horizontal dimension
indicates relative prestige of the course. The points that are close to one another show
similarity and the points that are wide apart indicate that the student has seen medical
courses offered by various universities differently on the basis of two dimensions viz./
prestigious course and practical content.
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