Environment
It is to be monitored that consumer satisfaction is one of the most important factors of marketing and advertising strategies that are to be taken up by an organization. In this regard it is to be mentioned that in order to meet the demands and needs of the customers organizations adopt multiple strategies that can enable them to come up with effective paths towards consumer satisfaction. It is also to be mentioned that in order to ensure long term sustenance and maintain the continuous growth of the organization, consumer satisfaction is to be regarded as highly important. Moreover, it has been monitored that the organizations that are not capable of maintaining customer satisfaction tends to fail in gaining competitive advantages. Hence, it is easily understandable that the process of consumer behavior and satisfaction is highly significant and crucial to the long term sustenance of an organization (Cohen, Prayag and Moital 2014). The report hence will focus on the difference of experiences that have been obtained after visiting the two different showrooms of these companies. In this regard, it is to be mentioned that Hitachi and Panasonic are two different organizations that have been selected in order to analyze the difference between the customer experiences that can be obtained while purchasing products.
Panasonic Corporation is one of the most renowned manufacturer of electronics goods that has its headquarters in Kadoma and Osaka, japan. The organization was established and started to operate in the year 1918. At present the organization is regarded as world’s fourth largest manufacturer of televisions. It can be noticed that the organization is one of the major organizations in the country (East et al. 2016). In order to analyze the present scenario of the organization and the strategies that the organization has taken up in order to meet the demand of the customers and obtain customer satisfaction is to be analyzed.
Another organization that is to be taken into consideration is Hitachi. It is to be noticed that similar to Panasonic, the organization has been started to operate in Japan. It is to be mentioned that the organization has started to operate in the year 1910. At preset the organization is operating as a multinational conglomerate that specializes in manufacturing and selling various electronics products. Presently the organization is ranked as the 38th in the report produced by Fortune Global 500 (Foxall 2014). The strategies that have been taken up by the organization are hence too be analyzed in order to obtain a clear view of the present scenario of customer satisfaction.
Hence, two stores of these two brands have been visited and the customer experiences of these two stores are to be analyzed. In this regard it is to be mentioned that the both these stores are located inside a mall. Moreover, both of these stores are visited with the aim of buying a 32” LED television set. Hence, in the following section the overall experiences of these two purchases are to be analyzed.
After entering into both of these stores the primary factor that has grabbed the attention is the environment of these two stores. In this regard it is to be mentioned that the store o Hitachi was located at an end of the floor. Hence, it is less visible to the customers. In contrast to it, the store of Panasonic is located in a favorable position. The store can be easily visible from a distance (Bamossy and Solomon 2016). Also it has been monitored that the Panasonic store was comparatively bigger than the Hitachi store. Moreover, after entering both of these stores it has been monitored that the store members of Panasonic were more welcoming and cordial towards the customers than that of the store of Hitachi. In addition to this it has been monitored that the Panasonic store has greater display of products. These factors are highly important as they tend to great impacts on the purchasing process of the customers.
Products
It is to be noticed that the organizations have taken up different strategies and practices regarding the display of the products in the stores. It has been noticed that while the store of Panasonic TV has greater display of products, the Hitachi store has displayed selected and best models. In this regard it is to be mentioned that greater display of products end to be favorable in order to gain customer satisfaction (Gunter and Furnham 2014). However, it can also be said that by applying the strategy of displaying the best models of the company is helpful in grabbing the attention towards the best features and advanced technologies that the company has implemented. In addition to this, it is to be mentioned that the advanced technologies that are used in the products are also to be analyzed. In order to analyze the factors that grab the attention of the customers to a great extent. In this regard, it is to be mentioned that by analyzing and reviewing the features of the products it can be understood that the products manufactured by Panasonic are more technologically advanced and have better features (Rani 2014). Hence, it can be understood that the products manufactured by Panasonic will grab more attention of the customers.
Another important factor that influence customer satisfaction to a great extent is the people or more specifically the employees of the organization. In order to analyze the customer service of Panasonic and Hitachi it can be said that a detailed analysis of employee behavior and efficiency are also to be analyzed (Schütte and Ciarlante 2016). It has been monitored that the store members of Panasonic are more cordial and welcoming than the members present at the Hitachi store. However, it has also been noticed that the store members have shown significant efficiency while explaining the features and different functions of the products. In addition to this it is to be mentioned that the employees were well aware of the technological advancements that are being adopted by the organizations. Moreover, it is to be mentioned that the process of explaining and analyzing the product features are highly important in order to achieve customer satisfaction (Gifford and Nilsson 2014). It has been noticed that the staff members of Hitachi were highly efficient in demonstrating the usage of the products along with the services that are available after purchasing the products. In this regard, it is to be mentioned that the staff members of Panasonic were reluctant to explain the aftercare and services that are available after purchasing the televisions from the store. It has been noticed that the staff members were keener in explaining the advanced features and technologies that can be obtained after purchasing the products.
Along with the analysis of the environment of the store and the efficiency of the staff members present in the stores, analyzing the psychological responses of the consumers that are aiming at purchasing television sets from any of these two stores. In order to understand the feedbacks and views of the potential consumers of these two stores, a survey has been performed in the mall. It has been noticed that the consumers are more willing to visit the stores that is situated at a favorable position and has bigger space (Spurling et al. 2013). In addition to this, it has been noticed that after visiting the Panasonic store the majority of the customers showed lack of understanding regarding the product specifications and after purchase services that they can obtain after buying Panasonic televisions. However, they were impressed with the greater display of products in the store. In contrast to it the customers who visited the television store of Hitachi have shown greater understanding of the product description, usage and after purchase services that can be obtained after purchasing the products. It has also been monitored that the customers have shown greater abilities of interpretation of the features and advanced technologies that have been analyzed to them by the staff members of Hitachi (Horner and Swarbrooke 2016). As a result of the greater understanding of the products, the customers who visited the Hitachi store were more willing to purchase the television sets from the Hitachi store. However, it is to be mentioned that the customers showed greater interest in observing more models of television. In this regard it is to be mentioned that the attitude of the customers depends significantly on their first impression regarding the stores play significant roles in deciding the consuming attitudes of the potential buyers (Steg et al 2014). As a result, it has been noticed from the survey that due to the greater reception and communication of the employees present in the Panasonic store, the customers were more willing to visit the shop and purchase. Another factor that has created a great impact on the process of grabbing the attention of the customers is the feedbacks that they obtained from the previous customers of both stores. Hence, it is easily understandable that the customers tend to visit the Panasonic store more than the store of Hitachi.
Conclusion
To conclude, it can be said that multiple factors play influential role achieving customer satisfaction. It is to be monitored that the better location, bigger space and product display have played influential role in grabbing more attention from the customers. In addition to this, better reception and communication played significant role in obtaining positive feedbacks form the customers.
Reference
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