The master thesis explores consumer behaviour of young women on the hairdressing services market. It focuses on purchase motivation, perceived risks associated with this type of service and determines factors that influence the choice of a hairdressing salon. It also examines satisfaction of the research target group with hairdressing services. The first part of the thesis covers the specifics of service marketing and consumer behaviour in service context. That is followed by chapter summarizing the results of research on the topic from secondary sources. Practical part of the thesis is introduced with a chapter dedicated to the conducted individual interviews. Hypotheses are defined based on secondary data and the individual interviews. The last part of the thesis analyses the results of the questionnaire survey, verifies hypotheses defined in the previous chapter and summarizes the findings to make recommendations that can primarily serve hairdressers and hairdressing salons.

La presente investigación tiene como finalidad identificar la relación del marketing experiencial en el proceso de decisión de comprala lealtad de consumo de cines en millennials del NSE AB de la zona 7 de Lima Metropolitana. Para ello, se implementó una metodologís mixta, en la que la en primera instancia es basada en una investigación cualitativa, dentro de la cual se realizaron entrevistas; seguido de una investigación cuantitativa en la que se realizaron 261 encuestas, logrando obtener hallazgos de dicha herramienta, tales como correlaciones positivas entre la lealtad y la experiencia a través de producto, punto de venta y consumo. Los hallazgos sobre el marketing experiencial en la lealtad de los millennials son relevantes para sector cinematográfico; puesto que ayuda a entender cuáles son las dimensiones del marketing experiencial que tienen un mayor impacto sobre los jóvenes y cómo es que la lealtad de marca se puede medir en base a una serie de indicadores que todas las empresas del rubro deberían tener en consideración para su estrategia de marketing. Finalmente, las palabras clave de la presente investigación son: marketing experiencial, proceso de decisión de compra, millennials y lealtad. / The objective of this research is to identify the relationship of marketing experience in the consumer loyalty purchase decision process of cinemas in millennia of NSE AB in zone 7 of Metropolitan Lima. For this, a mixed methodology is implemented, in the first instance it is based on a qualitative research, within which interviews are found; 261 surveys, obtaining findings from this tool, stories as positive correlations between loyalty and experience through the product, point of sale and consumption. The findings on experiential marketing in millennial loyalty are relevant to the film industry; since it helps to understand what are the dimensions of experiential marketing that have a greater impact on young people and how brand loyalty can be measured based on a series of indicators that all companies in the field should take into account for their marketing strategy. Finally, the keywords of this research are: experiential marketing, purchasing decision process, millennials and loyalty. / Trabajo de investigación

En omfattande digitalisering har under den senaste tiden pågått i samhället där många företag väljer att till viss del eller helt flytta sin verksamhet till internet. För vissa branscher har det varit mer optimalt att skifta försäljningskanal, medan andra har stött på hinder. Livsmedelsbranschen är den bransch som dominerar totalmarknaden men den halkar efter i digitaliseringen. Denna studie har som syfte att ta reda på vilka faktorer som påverkar konsumenter att handla livsmedel på nätet. För att tillgodose studiens syfte användes en enkätstudie. Detta skapade möjlighet att få en djupare förståelse för konsumenternas beteenden. Enkätstudien bidrog också till att få en så bred bild om ämnet som möjligt inom den givna tidsramen för uppsatsskrivandet. Det empiriska materialet användes sedan som diskussionsunderlag till att jämföra med vad tidigare forskning har kunnat dra för slutsatser kring ämnet. Slutsatsen av studien är att det fortfarande är många konsumenter som inte handlar livsmedel på nätet. Respondenterna i denna studie ansåg att den främsta faktorn som påverkar att de hellre köper livsmedel i fysisk butik är att de vill kunna se och känna på varorna först. Priset på varor och fraktkostnad är även de faktorer som hade stor påverkan på varför konsumenter väljer bort att handla livsmedel på nätet. De faktorer som visade sig ha störst påverkan på hur ofta respondenterna handlade livsmedel på nätet var ålder, hushållsstorlek, varupris, fraktkostnad, krånglig retur/reklamation av varor samt trygga betalningsalternativ. / In recent times, an extensive digitalization has taken place in society where many companies choose to move their business to the Internet to some extent or completely. For some industries, it has been more optimal to change sales channels, while others have encountered obstacles. The food industry is the industry that dominates the total market, but it has fallen behind in the digitalization. The purpose of this study is to find out which factors that influence consumers to buy groceries online. In order to meet the purpose of the study, a survey study was used. This created the opportunity to gain a deeper understanding of consumer behaviour. The survey also helped to get as broad a picture of the topic as possible within the given time frame for the writing of the essay. The empirical material was then used as a discussion basis to compare with what previous research has concluded about the topic. The conclusion of the study is that there are still a lot of consumers who do not buy groceries online. The respondents in this study considered that the main factor that influences the fact that they prefer to buy groceries in a physical store is that they want to be able to see and feel the products first. The price of the products and shipping costs are also factors that had a major impact on consumers opinions. The factors that were found to have the greatest impact on how often the respondents buy groceries online were age, size of household, product price, shipping cost, difficult return/reclaim of products and secure payment options.

Darbo objektas yra prekės ženklo įtaka vartotojų sprendimui pirkti. Darbo tikslas – išanalizuoti ir įvertinti prekės ženklo įtaką vartotojų sprendimui pirkti farmacijoje. Siekiant užsibrėžto tikslo, keliami uždaviniai: apžvelgti ir susisteminti prekės ženklo sampratą, funkcijas, kuriamą vertę bei vartotojų sprendimo pirkti teorinius aspektus; išanalizuoti prekės ženklo ir vartotojo sprendimo priėmimo vietą vartotojų elgsenos modelyje; sukurti teorinį prekės ženklo įtakos vartotojo spendimui pirkti farmacijoje modelį; empiriškai patikrinti prekės ženklo įtakos vartotojo spendimui pirkti farmacijoje sukurtą modelį. Prekės ženklas yra vienas iš veiksnių, turinčių įtakos pirkėjo konkretaus produkto pirkimo sprendimui. Stiprūs prekės ženklai padeda rasti paskirstytojų, stiprinti klientų lojalumą ir suteikia teisinę apsaugą, skatina pardavimus, ir sumažina vartotojų jautrumą kainai. Ekspertai patikina, kad moterys atlieka apie 80% visų pirkimų. Kadangi vyrų ir moterų požiūriai, nuostatos bei vertybių skalė skiriasi, todėl produktai ar prekių ženklai turėtų būti orientuoti į konkrečius vartotojus. Nors daugiausia marketingo veiksmų šiuo metu yra nukreipta į moteriškąją lytį, nes jos atlieka daugiausia pirkimų, tačiau tokie išskirtinai vyriški produktai kaip automobiliai, kurie akcentuoja vyriškąją pusę, neturėtų atstumti ir moterų, nes tiek vyrai, tiek moterys gali daryti vienas kitam įtaką, todėl svarbus balanso išlaikymas. Šiuo metu Lietuvoje nėra jokių nereceptinių vaistų... [toliau žr. visą tekstą] / Work objective- the brand influence on consumers purchasing decision process. The aim of this work is to analyze and evaluate brand influence on consumer purchasing decision in pharmacy market. In order to achieve these goals following tasks are rised: to review and systematize brand conception, functions, created value and theoretical aspects of consumer purchasing decision; to analyze brand and consumer decision making place in consumer behaviour model; to create theoretical brand influence on consumer purchasing decision model in a pharmacy market; to check empirically, created brand influence on consumer purchasing decision model in pharmacy market. A brand is one of the factors which influence buyer‘s particular product purchasing decision. Strong brands help to find distributors, strengthen customer loyalty and provide legal protection, promote sales, and reduce consumer price sensitivity. Experts are assured that women do about 80% of all purchases. As the men's and women's views, attitudes and values are different, so the products or trademarks should be directed to specific users. While most marketing activities are currently focused on the female, mainly because they do most purchases, however, are exclusively men's products such as cars, which highlights the male side, not alienate and women because both men and women are likely to influence each otrhe, so it is important to maintain the balance. Currently in Lithuania there are no restrictions for non-prescription... [to full text]

The aim of this diploma thesis is to analyze a purchasing behavior of consumers in the market of biscuits and wafers, find specifics and map out the usage of sales channels. The first part focuses on the theoretical apparatus that helps to understand consumers' predispositions, lifestyle and purchasing decision process in general. The second part concentrates on biscuits and wafers and the current situation. The third practical part deals with the results of marketing research of consumers in biscuits and wafers category.

Today’s society is earmarked by developments in technology so drastic, that our lives are continuously changed, impacted and remolded. When thinking about how many impressions one goes through during a single day, the results will be uncountable. And at an increasing pace, many of these impressions are shifting to the digital realm. This thesis acknowledges these rapid changes in the modern world of marketing, particularly the digital aspects of it. Yet while a great amount of research has been conducted to more closely understand digital marketing and how to conduct it, a significantly little amount of research has been spent focusing on the customer. This while the path that a customer takes from need to purchase may have grown to be more complex than ever. Not all the impressions that a customer gains on a certain product or brand come solely from the company behind it. As such, we decided to focus on exploring this customer journey – a relatively nascent theme in the field of marketing research. More specifically, we aim to answer the following research question: How is the customer purchasing decision affected by the customer’s interaction with touch points throughout the customer journey? Our main purpose was to arrive at a model as an answer to the research question, that could be used as a foundation for future research studies. We were intensely curious at gaining a better understanding of the customer journey and what the customers experience as they are touched by different influential channels during their travel from need to purchase. Our study shows that it is possible to synthesize the state of current research on the topic of the customer journey and support it with empirical data gathered from interviews with a variety of customers. Central to our thesis are the following two definitions that we have constructed based on current literature: The customer journey is the individual experience that a customer has when interacting with touch points in the path from a pre-purchase to a post-purchase setting. Touch points are moments of contact between customer and company that individually and collectively influence customer experience. The third critical element is that of the customer experience, which we don’t explicitly define, but implicitly construe as a distinct construct with a powerful impact by serving as the catalyst between touch points and customer actions and perceptions.The result is a conceptual model of the customer journey that we feel could be a foundation for future research on the customer journey to build upon and perhaps one day could serve as an overarching model for marketing as a whole.

This study examines the effect of electronic Word-of-Mouth (eWOM) on consumers’ purchasing decision process, more specifically: How does consumer attitudes and purchasing intent toward companies and their products affected by negative eWOM on social media. The study is based on three-component model of attitudes which identifies attitude as the awareness, assessment and readiness to act. The purpose of this study was to examine how negative eWOM on social media affects the consumer’s purchasing decision process. The purpose was to improve understanding of eWOM’s role and influence on the consumer’s attitudes and purchasing intent towards the companies and their products.   The authors conducted semi-structured interviews with 13 individuals aged 18-20. Results indicate that negative customer reviews on social media have a negative influence on consumers attitudes and purchasing intent. The results also show that the effect varies between different product types. The effect may be stronger for expensive and important purchases than for cheap and routine purchases.