1. 4 Conducting Marketing Research 1

2. What is Marketing Research? Marketing research is the systematic design, collection, analysis, and reporting of data and findings relevant to a specific marketing situation facing the company. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-2

3. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-3 The Marketing Research Process Define the problem Develop research plan Collect information Analyze information Present findings Make decision

4. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-4 Step 1: Define the Problem  Define the problem  Specify decision alternatives  State research objectives

5. 4-5 Data Sources Internal External Secondary Data (Already Exists) Primary Data (Freshly Gathered For A Specific Purpose)

6. Types of Research Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-6 Exploratory Descriptive Causal

7. 4-7 Step 2: Develop the Research Plan Data Sources Contact Methods Research Instruments Sampling Plan Research Approach

8. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-8 Research Approaches Observation Focus Group Survey Behavioral Data Experimentation Ethnographic

9. Focus Groups Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-9

10. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-10 Question Types - Dichotomous In arranging this trip, did you contact American Airlines?  Yes  No

11. Question Types – Multiple Choice Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-11 With whom are you traveling on this trip?  No one  Spouse  Spouse and children  Children only  Business associates/friends/relatives  An organized tour group

12. Question Types – Likert Scale Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-12 Indicate your level of agreement with the following statement: Small airlines generally give better service than large ones.  Strongly disagree  Disagree  Neither agree nor disagree  Agree  Strongly agree

13. Question Types – Semantic Differential Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-13 American Airlines Large ………………………………...…….Small Experienced………………….….Inexperienced Modern……………………….…..Old-fashioned

14. Question Types – Importance Scale Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-14 Airline food service is _____ to me.  Extremely important  Very important  Somewhat important  Not very important  Not at all important

15. Question Types – Rating Scale Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-15 American Airlines’ food service is _____.  Excellent  Very good  Good  Fair  Poor

16. Question Types – Intention to Buy Scale Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-16 How likely are you to purchase tickets on American Airlines if in-flight Internet access were available?  Definitely buy  Probably buy  Not sure  Probably not buy  Definitely not buy

17. Question Types – Intention to Buy Scale Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-17 How likely are you to purchase tickets on American Airlines if in-flight Internet access were available?  Definitely buy  Probably buy  Not sure  Probably not buy  Definitely not buy

18. Question Types – Completely Unstructured Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-18 What is your opinion of American Airlines?

19. Question Types – Word Association Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-19 What is the first word that comes to your mind when you hear the following? Airline ________________________ American _____________________ Travel ________________________

20. Question Types – Sentence Completion Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-20 When I choose an airline, the most important consideration in my decision is: _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ __________________.

21. Question Types – Story Completion Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-21 “I flew American a few days ago. I noticed that the exterior and interior of the plane had very bright colors. This aroused in me the following thoughts and feelings.” Now complete the story. ___________________________________ ___________________________________ ___________________________________ ___________________________________ ___________________________________

22. Sampling Plan  Sampling unit: Who is to be surveyed?  Sample size: How many people should be surveyed?  Sampling procedure: How should the respondents be chosen? Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-22

23. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-23 Contact Methods Mail Questionnaire Telephone Interview Personal Interview Online Interview

24. Pros and Cons of Online Research Advantages  Inexpensive  Fast  Accuracy of data  Versatility Disadvantages  Skewed samples  Technological problems  Inconsistencies Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-24

25. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-25 What are Marketing Metrics? Marketing metrics are the set of measures that helps marketers quantify, compare, and interpret marketing performance.

26. Copyright © 2011 Pearson Education, Inc. Publishing as Prentice Hall 4-26 Table 4.4 Marketing Metrics External  Awareness  Market share  Relative price  Number of complaints  Customer satisfaction  Distribution  Total number of customers  Loyalty Internal  Awareness of goals  Commitment to goals  Active support  Resource adequacy  Staffing levels  Desire to learn  Willingness to change  Freedom to fail  Autonomy

27. 4-27 Figure 4.3 Example of a Marketing Dashboard