TUTORIAL/ASSIGNMENT(NMBA MK01: CONSUMER

BEHAVIOUR AND CUSTOMER LOYALTY)

UNIT-1
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What do you understand by the term Consumer Behavior?

Differentiate between Consumer and Customer
Explain the different Models in Consumer Behavior
What is meant by the Concept of Consumer Decision?
Explain the various Levels of Consumer Decision Making.
Explain the Consumer Decision Making Model.
7. What is meant by Rural Consumer Behavior?
8. Explain New Consumption Patterns
9. What is meant by Organisational Buying Behaviour?
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What are the various Changing Consumer Trends?
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What are the various Drivers of Change

UNIT-2
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What are the different Factors Influencing Consumer Buying Decision?

How the Culture Influence the Consumer Behavior?
What is meant by Culture? How we can measure the Culture?
What are the different Cultural aspects of emerging markets?
What is meant by Values, Lifestyles, and Psychographics?
What is the Impact of Values, Lifestyles and Psychographics on buying behavior?
How Group Influence on Consumption? What is the Role of reference groups?
What is the Effect of reference groups on consumer decision making?
What is meant by Celebrity endorsements?
What is Group Influence on Consumption?

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What is meant by Customer Loyalty?

Explain Significance of Customer Loyalty.
Explain Customer Loyalty Ladder.
What are Loyalty Principles?
Explain benefits of Customer Loyalty.
Explain Customer Loyalty and its relationship with customer satisfaction.
What is meant by Customer retention and Brand Loyalty?
Explain the Factors affecting customer loyalty formation.
Explain the Rai-Srivastava model of customer loyalty formation.
Explain the different Drivers of Customer Loyalty.

UNIT-3

UNIT-4
1. What are the Features of Behavioral Loyalty?
2. What is meant by Attitudinal Loyalty?
3. What is meant by Cognitive Loyalty?
4. What are the Role of Customer Loyalty outcomes in business decisions?
5. What is the Significance of Customer Loyalty for Marketers?
6. Explain the Relationship Influencers of Customer Loyalty including factors mediating customer
loyalty relationship with other relationship influencers.
7. Explain the term Customer Affinity & Customer Engagement.
8. Explain the Drivers of Customer Loyalty
9. What is meant by Customer retention?

10. What is meant by Brand Loyalty?

UNIT-5
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Explain Customer Loyalty Measurement.

Explain Application of Measuring Customer Loyalty.
What is Service Quality?
Explain Customer Loyalty measurement models.
Explain Customer Loyalty measurement scales.
What is the Influence of Service Quality on Customer Loyalty?
Explain the concept of Customer Loyalty in Retail Industry.
Explain the concept of Customer Loyalty in Banking and Insurance Industry.
Explain Customer Loyalty Application in Aviation Industry.
What are the influences of Customer Loyalty on different industries?