1. Conducting Marketing Research and Forecasting Demand 03

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 © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-2

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

4. Step 1: Define the Problem Define the problem Specify decision alternatives State research objectives Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-4

5. Step 2: Develop the Research Plan Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-5 Data Sources Contact Methods Research Instruments Sampling Plan Research Approach

6. Data Sources Internal External Secondary Data (Already Exists) Primary Data (Freshly Gathered For A Specific Purpose) Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-6

7. Research Approaches Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-7 Observation Focus Group Survey Behavioral Data Experimentation Ethnographic

8. Focus Group in Session Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-8

9. Research Instruments Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-9  Questionnaires  Qualitative Measures  Technological Devices

10. Question Types—Dichotomous Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-10 In arranging this trip, did you contact American Airlines?  Yes  No

11. Question Types—Multiple Choice Copyright © 2009 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 © 2009 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 © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-13 American Airlines Large ………………………………...…….Small Experienced………………….….Inexperienced Modern……………………….…..Old-fashioned

14. Question Types—Importance Scale Copyright © 2009 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 © 2009 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 © 2009 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—Completely Unstructured Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-17 What is your opinion of American Airlines?

18. Question Types—Word Association Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-18 What is the first word that comes to your mind when you hear the following? Airline ________________________ American _____________________ Travel ________________________

19. Question Types— Sentence Completion Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-19 When I choose an airline, the most important consideration in my decision is: _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ __________________.

20. Question Types—Story Completion Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-20 “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. _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________

21. 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 © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-21

22. Types of Samples Probability Samples Simple random Stratified random Cluster Nonprobability Samples Convenience Judgment Quota Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-22

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

24. What is Marketing Metrics? Marketing metrics is the set of measures that helps marketers quantify, compare, and interpret marketing performance. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-24

25. 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 Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-25

26. The Measures of Market Demand Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-26 Potential Market Penetrated Market Target Market Available Market

27. Product Penetration Percentage Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-27

28. Estimating Future Demand Survey of Buyers’ Intentions Composite of Sales Force Opinions Expert Opinion Past-Sales Analysis Market-Test Method Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-28