1.2. FACTORS AFFECTING CONSUMER BEHAVIOR
- Group of factors about products and services
- Group of cultural factors
- Group of social factors
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- Group of personal factors
- Group of psychological factors
1.3. CLASSIFICATION OF TOURISM CONSUMER BEHAVIOR
1.3.1. BASED ON THE LEVEL OF EXPRESSION OF NEED
OF THE GUEST
1.3.2. BASED ON CUSTOMER'S ATTITUDE TOWARDS SERVERS
1.3.3. BASED ON ABILITY TO PAY AND SPENDING HABITS
1.3.1. BASED ON THE LEVEL OF EXPRESSION OF CUSTOMER NEEDS
Tourist groups with aspirational needs (ready to act)
Characteristic:
- Words, actions, and gestures are easy to understand, showing specificity and purpose.
- Has necessary information about the product
tourism
- Register firmly and in detail, presenting product requirements thoroughly (type, brand, price...)
- Less change of decision
Tourist groups with needs at the desire level (in the process of selection)
Characteristic:
- Ready to consume but do not have enough necessary information about the product
- Or are in the process of choosing which type of product will suit your purpose, motivation, interests and payment ability.
Tourists have needs at the level
Intentional (not ready for consumption)
Characteristic:
- Still hesitating, thinking
- They are in a state of "information hunger".
- Gestures, awkward expressions, questions
exploratory
- Enjoy hearing or touching the product but the decision to buy is very fragile
1.3.2. BASED ON CUSTOMER'S ATTITUDE TOWARDS SERVERS
- Difficult customers cause irritation and discomfort:
+ Impulsive, hasty customers
+ Skeptical, troublesome customers
+ Stubborn, prejudiced customers
- A group of difficult customers but does not cause irritation and discomfort to the waiter:
+ Emotional guests
+ The type of customer who is hesitant and indecisive
+ The type of bragging guests
+ Silent guests
- The group of guests creates comfortable service
+ Present your requirements and preferences clearly and openly
+ They answer the waiter's questions accurately.
+ Behavior showing respect and courtesy
+ They are very sensitive to the attitude of the waiter and the quality of the product.