This paper is published in Volume 3, Issue 12, 2018
Area
Consumer Behaviour
Author
Nandhita Balaji
Co-authors
Dr. U. Suma Rao
Org/Univ
Sri Sathya Sai Institute of Higher Learning, Anantapur, Andhra Pradesh, India
Pub. Date
17 December, 2018
Paper ID
V3I12-1150
Publisher
Keywords
Consumer decision journey, Digitization, Digital behaviour, Digital platforms, Touchpoints

Citationsacebook

IEEE
Nandhita Balaji, Dr. U. Suma Rao. Digital touchpoints and consumer decision journey with reference to two-wheelers, International Journal of Advance Research, Ideas and Innovations in Technology, www.IJARnD.com.

APA
Nandhita Balaji, Dr. U. Suma Rao (2018). Digital touchpoints and consumer decision journey with reference to two-wheelers. International Journal of Advance Research, Ideas and Innovations in Technology, 3(12) www.IJARnD.com.

MLA
Nandhita Balaji, Dr. U. Suma Rao. "Digital touchpoints and consumer decision journey with reference to two-wheelers." International Journal of Advance Research, Ideas and Innovations in Technology 3.12 (2018). www.IJARnD.com.

Abstract

Digitization has brought about a sense of urgency in a majority of companies to adapt to the emerging digital platforms and devices. As consumers take the drivers’ seat, they are offered a multitude of choices and information is targeted at them from proliferating online sources. This empowerment of consumers has left businesses to wonder about the volatility of the consumers’ preferences. With this rapid change comes the need for studying touch points most used by consumers at each stage of the purchasing journey. Understanding which online platform consumers visit at pre-purchase, purchase and post-purchase stages is of utmost importance. This study reports the findings of a survey conducted on a sample of 181 respondents over a period of two months, April and May 2018 to understand why consumers own two-wheelers, the digital platforms they frequent at each stage and the online activities that consumers generally indulge in. Further, an analysis is done to understand the different types of digital consumers for two-wheelers based on their interactions with online platforms. The study identifies the need to understand the deeper variables that consumers are looking to purchase a two-wheeler. This led to the analysis of content in the pre-purchase stage to get insights. It is observed that blogs rank the highest at pre-purchase and so data is sourced from the customer and expert reviews for a period of three months, March, April and May 2018. The most mentioned two-wheeler blogs are analyzed through qualitative methods to understand the numerous variables that customers look for in two-wheelers. Thus, the study sheds light on the different touch points consumers visit through the journey, the types of consumers who indulge in online activities and the variables that contribute to their satisfaction in the buying of a two-wheeler.
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