Hospitality Consumer Behaviour Insight

Hospitality Consumer
Behaviour Insight

Content
 Introduction
 Factors influencing customer behaviour an attitudes.
 Personal Factors
 Social Factors
 Psychological Factors
 Cultural Factors
 Digital technology
 Change in customer trends due to digital technology
 Change in factors influencing customer behaviour and attitudes
 Customer Trends
 Emerging trends in customer behaviour and attitudes
 Conclusion
 References

INTRODUCTION
Customer insight is crucial for am organization to
map customer's journey to buying a
commodity. UKHospitality is a London based
organization. They want to analyse purchasing
decisions of customers with respect to
substitute goods and services and ways to
personalize market campaigns to optimize
customer satisfaction.

Factors influencing consumer
behaviour and attitudes
Psychological Factors Social Factors
Motivation
Learning
PerceptionAttitude
Family
Reference
group
Role Status

Factors influencing consumer
behaviour and attitudes
Personal Factors Cultural Factors
Age
Lifestyle
OccupationPersonality Sub-culture Social class
Beliefs
Culture

Psychological Factors
 Motivation – Psychological trait powerful enough to influence
decision-making. A consumer is motivated by his needs.
 Perception – The approach a customer takes to evaluate
things around him, also termed as his 'vision' towards things.
 Learning – Teachings and believes that a customer have
gathered over a period of time.
 Attitude – It is the very extension of customer's character.
Refers to behavioural significance towards things.