International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
Study of Consumer Behaviour while Purchasing Laptops in
Chandigarh & Mohali
Mr.Rahul kanwar
A.Professor
M.B.A. Dept.
IIPM-Mohali
The era of highly differentiated laptops in the consumer industry is over. No longer does
one vendor dominate the market, enjoying their product being seen as exceedingly
superior to its competition. What once served to distinguish a laptop provider has now
been equalized across the field; every vendor offers the same microprocessors, the
same RAM capacity, the same graphics cards, the same networking and wireless
functionality. The commoditization of the market has diminished a vendor's ability to
strongly differentiate themselves among consumers.
With all things virtually equal within the box, what is it that makes a consumer choose
one brand over another? Is it still within the box or outside of it that drives the decision?
While the evaluative buying criteria consumers use when purchasing these products
may be known, what was not known was the impact each of them have in contributing
to that decision.
Objectives of the study
Primary objective:
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
To study the consumer behavior while purchasing laptops in Chandigarh and Mohali.
Secondary objective:
To study the influence of various variables like sex, educational background ,
family annual income ,work experience etc. on the choice of laptop brands.
To map the profile of customers in terms of lifestyle, attitude and perception.
Identifying if a consumer tendency existed toward the use of tangible product
attributes, (i.e. "speeds and feeds") versus less tangible criteria (i.e. brand
awareness, or "I like Dell's
Commercials ") helped determine the appropriate course of action to influence
them throughout their purchase journey.
Target population
Students ( age group of 15yrs and more)
Professionals
Sample size -
100 respondents
Source
The information required for our project was collect mainly from the primary sources
and even
from secondary sources. The primary source consists of the data analyzed from
questionnaire
and interaction with the user at that time only. And internet is used as secondary
source.
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
Data is collected through questionnaire schedule method
Limitations- There are some limitations to this study.
Study is conducted with in short period of time
Error due to small sample size as it may not represent the population.
Lack of interest and busy life of the customers may have influenced the
responses.
Possibility of Error in data collection.
Analysis of data collected
In the first part of the questionnaire, the consumers were asked whether they had a
laptop or not, and those who had a laptop were allowed to continue to rest of the
survey. The brand name of their laptop was also asked to the consumers.
Demographic Profile of the Respondents
Out the 100 respondents, approximately 22% were female whereas 78% were
male; in fact this result reflected the general status of PC usage in tri-city .Additionally,
almost 85% of all respondents were under the age of 35. The age structure of the
participants of this survey was as follows: 31.5% of the consumers was between 18-25
year old, 53.2% was between 26-35, 11.6% was between 36-45, and finally 3.7% was
46 and above. The education level of the respondents was high as expected; 4.8 % of
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229
2229-6166
Volume 3 Issue 2 May 2012
the respondents were high school
chool graduates, 86% were university or school of applied
disciplines graduates or students, and 9.2% had a MA or Ph.D. degree.
Gender ratio
22%
male
female
78%
Brand Usage Profile of the Respondents
The participants were asked to choose the laptop brand that they were using at the time
of the survey.
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229
2229-6166
Volume 3 Issue 2 May 2012
Brands usage of comsumers
10.00%
8%
4%
16%
LENNOVO
18%
7.00%
HP
SONY
HCL
DELL
TOSHIBA
ACER
12%
OTHERS
25%
The above pie chart clearly states that in tri
tri-city
city region maximum no. of respondents out
of 100% i.e 25% are using dell and 18% of respondents are using Toshiba ,12% use
HCL and less no. of people are suing Sony ,HP and Lenovo .
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229
2229-6166
Volume 3 Issue 2 May 2012
Main purpose of using or purchasing the laptop
Purpose of buying laptop
8%
2%
Personal
12%
38%
40.00%
Official
Education
al
Entertain
ment
Others
In the above pie chart the reasons why consumers purchase laptops are shown. While
conducting the survey in tri-city
city iitt comes into picture that most of the people buy laptops
for educational purposes and for official purposes. As most of the respondents of this
study were below the age of 35 so they are wither involved in studies or business .
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229
2229-6166
Volume 3 Issue 2 May 2012
Factors that influe
influence
nce your buying decision the
most
Factors that influence your buying decision most
Price/coasting
12%
38%
Quality
25%
Advertisement
/brand
ambassador
Schemes/
offer
10.00%
15%
Service
/maintenance
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
The participants were asked to chose the factors that affect their buying for laptops ,it is
clear from above that 38% of respondents choice for buying a particular laptop is
affected by price and the payment methods and 15% by quality and also major part of
respondents choice is affected by different schemes and offers.
Importance of Laptop Features in Consumers
Purchase Decisions
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229
2229-6166
Volume 3 Issue 2 May 2012
15.00%
Importance of Laptop Features
5%
Very
important
40%
Not so
important
Less
important
Unimporta
nt
35%
As most of the respondents are below the age group of 35 yrs. So people are either
studying or working .so as per the above pie chat its is clearly stated that 40% of
respondents surveyed feels that the features of laptops are very important while
buying it and 35% of people think that its not so important to consider laptops
features while buying it and very less of people says that laptop features are not
important in influencing buying decision .
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
Distribution of Respondents According to 3 Consumer
Three Customer Groups
Frequency
Percent ()
31
Stayers
62.
Satisfied Switchers
13
26
Dissatisfied Switchers
12
50
100.0
Total
Type of feature would you prefer most
It was seen in Table processor speed and type, memory and hard disk capacity,
technical support, guarantee and warranty conditions, and display resolution quality
became the top five features which had the following highest mean values respectively:
3.80, 3.66, 3.66, 3.62, 3.58. It was also noteworthy to mention that all the features listed
in the survey were considered important by the respondents since the lowest mean
value was 2.64 for the feature of wireless Internet.
Table 3. Importance of Laptop Features in Consumers Purchase Decisions
ITEMS
STD.
MEAN
Processor speed and type
50
3.80
0.413
Memory and hard disk capacity
50
3.66
0.524
Technical support
50
3.66
0.522
Guarantee and warranty
50
3.62
0.529
50
3.58
0.519
DEVIATION
conditions
Display resolution quality
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
Maintenance and repair
50
3.57
0.612
Price
50
3.53
0.615
Prevalence of technical service
50
3.51
0.645
Ease of usage
50
3.46
0.624
DVD-CD player
50
3.44
0.608
Speakers/Amplifiers
50
3.39
0.742
Weight and dimensions
50
3.38
0.672
Stand-by duration
50
3.37
0.684
Modem/Ethernet
50
3.35
0.651
Durability of chassis
50
3.28
0.695
Spill resistant keyboard
50
3.25
0.858
Number of USB ports
50
3.22
0.680
Payment conditions and
50
3.21
0.819
Bluetooth
50
3.11
0.829
Security solutions
50
3.11
0.797
Design and color
50
3.07
0.752
Brand image
50
2.99
0.865
Infrared technology
50
2.93
0.900
Variety of accessories
50
2.89
0.869
TV/Audio connection
50
2.65
0.938
Wireless Internet
50
2.64
0.946
network
campaigns
The mean importance scores for three groups of consumers with respect to
factors influencing laptop purchase decisions are presented in Table . According to this
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
table, dissatisfied switchers gave less importance to price and payment conditions
when compared to stayers and satisfied switchers. Furthermore, stayers found price
and payment conditions factor more important than satisfied switchers. In addition, it
has to be noted that connectivity & mobility feature has the lowest mean score
across all groups of consumers. On the other hand, core technical features has the
highest mean score for all consumer groups (stayers: 3.68, satisfied switchers: 3.66,
and dissatisfied switchers: 3.69) which means that stayers, satisfied switchers, and
dissatisfied switchers gave the highest importance to this factor among all factors, and
the three consumer groups did not show any difference with respect to core technical
features. On the other hand, the second most important factor was found to be post
purchase services for all three groups of consumers.
Brand ambassador play a major role in your
purchasing
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229
2229-6166
Volume 3 Issue 2 May 2012
Affect of brand ambassador
Strongly
agree
20%
25%
Agree
Cant say
Disagree
5%
15%
35.00%
Strongly
disagree
CONCLUSIONS
Year by year the number of people who are using and owning laptops
substantially increases in all over the world. Contrary to the introduction years of
computers, today they have been used by almost all age groups, and by both males
and females, and the gap between age groups and the gap between males and females
with respect to computer usage/ownership decreases. Furthermore, consumers
consum
desire
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
for portable and attractively designed PCs forces the companies to produce
laptops/notebooks. In addition, extended battery life, price cuts, prevalence of homeoffices, and integrated wireless networking also cause to the increased sales of laptops.
On the supply side of the market, the companies try to make profit and even survive in a
highly competitive environment. In addition, the customers who are acquired from
competitors can be either satisfied switchers or dissatisfied switchers. Hence, it is
equally crucial to learn about whether there is a difference among stayers, satisfied
switchers and dissatisfied switchers with respect to their laptop purchase decision
factors. This issue becomes exceptionally vital when the consumers decide to
upgrade/change their laptops.
In this study, it has been found that there are seven factors which influence
consumers laptop purchase decisions. These factors can be stated as follows: core
technical features, post purchase services, price and payment conditions, peripheral
specifications, physical appearance, value added features, and connectivity and
mobility. On the other hand, slayers, satisfied switchers and dissatisfied switchers
demonstrate a significant difference only in one factor: price and payment conditions.
From the managerial perspective, the findings of this study imply that when a
consumer of a company decides to buy a new laptop or in technical terms to upgrade
his laptop, the company should consider which customer base he belongs to. For
instance, if the consumer is a stayers, the company can offer price discounts when he
decides to upgrade his laptop. Likewise, the company can give special promotions to
stayers when they bring their former laptop and exchange it with a recent model of the
companys laptops.
This study recommends companies to invest in technology through R&D and
create differentiation at utmost level. This research has been limited to laptop/notebook
sector and the factors influencing consumers purchase decisions in this market, since
sectoral differences play a vital role, it is also recommended to replicate this study in
distinct sectors.
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
ANNEXURE
1. Do you have laptop?
Yes
No
2. In which gender group you are?
Male
Female
3. In which age group you fall?
16-25
25-35
35-46
46 and above
4. What is your level of education?
High school graduates
University or school of applied discipline graduates or students
MA or PhD. degree
5. Which brand do you have?
Lenovo
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
HP
Sony
HCL
Dell
Other
6. What is the main purpose of using or purchasing the laptop?
Personal
Official
Educational
Entertainment
Others
7. Importance of Laptop Features in Consumers Purchase Decisions?
Very important
Not so important
Less important
Unimportant
8. How much frequently you buy a laptop? In which category you fall?
Stayers
Satisfied Switchers
Dissatisfied switcher
9. Which type of feature would you prefer most?
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
PROCESSOR SPEED AND
TYPE
Memory and hard disk capacity
Technical support
Guarantee and warranty
conditions
Display resolution quality
Maintenance and repair
Price
Prevalence of technical service
network
Ease of usage
DVD-CD player
Speakers/Amplifiers
Weight and dimensions
Stand-by duration
Modem/Ethernet
Durability of chassis
Spill resistant keyboard
Number of USB ports
Payment conditions and
campaigns
Bluetooth
Security solutions
Design and color
Brand image
Infrared technology
Variety of accessories
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
TV/Audio connection
Wireless Internet
10. Which factor influence your buying decision the most?
Price/coasting
Quality
Advertisement/brand ambassador
Schemes/ offer
Service /maintenance
11. Brand ambassador play a major role in your purchasing?
Strongly agree
Agree
Cant say
Disagree
Strongly disagree
International Journal of Computing and Business Research (IJCBR)
ISSN (Online) : 2229-6166
Volume 3 Issue 2 May 2012
BIBILOGRAPHY
Books
Research methodology- C.R Kothari
Marketing research Tata Mcgraw Hill
Marketing research- Dawn and Tull
Differences between Switchers And Stayers, Journal of Marketing,
Magazines
Business world
Economics times
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