Servqual Model Analysis Essay

Kotler (1977 and 2001) believed that consumer buying behavior is the means by which people, gatherings and associations to choose, buy, utilize and transfer of items, administrations, thoughts or experience to take care of the buyers' demand. Purchasing conduct is the choice procedures and acts individuals required in purchasing and utilizing items which incorporates social and mental process.

Product: It is the physical product or service offered to a customer. Product decisions include aspects like packaging, appearance, service, warranty etc.

Batra, S. K., Kazmi, S. H. H. and Batra, S. K. (2009). Consumer Behaviour-2nd. New Delhi: Excel Books India.

Consumer behavior is the behavior that consumers in searching for, purchasing, using, evaluating, and disposing of product and services that they expect will satisfy their needs. It also defined as how they make decisions to use their available resources (time,

The consumer decision making process consists of five steps: need recognition, information search, evaluation of alternatives, purchase and post

Consumption can be illustrated in different ways, but is usually best defined as the final purchase of goods and services by individuals. Consumer behavior is the study of how people make decisions which they

Consumer behaviour is defined as the behaviour that consumers undertake in seeking, purchasing, using, evaluating and disposing of products and services that they expect will satisfy their personal needs (Nayeem 2012). Different consumer may have different choices in purchase that is dependent on various influences. High involvement purchase sets the best example of engaging in consumer behaviour in various aspects as complex buying behaviour occurs when the consumer is highly involved with the purchase and when there are significant differences between brands. This behaviour can be associated with the purchase of a something significant in value and meaning to consumer which could be risky (Tanner 2012). High

Consumer behavior is the most important factor which we need to concentrate. The more we understand this factor the more success for our business. In our case, we focus on the following elements:

Understanding consumer buying behavior entails marketing, relationships, and consumer behavior. Consumer behavior comprises all the consumer decisions and activities connected with the choosing, buying, using and disposing of goods and services. Marketers must pay very close attention to consumer behavior that occurs before the purchase and after the particular product has been used. Studying consumer habits is one of the steps in marketing search and analysis. In addition to other basic principles of consumer buying habits, marketers also need to study the decision and actions of real people. Until recent history the study of consumer behavior was focused on generalized consumer decisions. With

Consumer behaviour is the study of how individuals, groups and organizations select, buy, use and dispose of goods, services, ideas or experiences to satisfy their needs and wants. The emerging costumer trends play an important role in analysing the marketing opportunities. A consumer buying behaviour is influenced by cultural, social and personal factors. The consumer passes through five stages of the buying decision process: Problem Recognition, Information Search, evaluation of alternatives, purchase decision and post purchase behaviour. This model is important for anyone making marketing decision and customer pass through all stages in every purchase.

Service quality has become a main idea for student academic to study in many industries especially in hospitality industry. In Wilson et al (2008), service can be discussed in the terms of below four characteristics:

The field of consumer behavior studies how consumers (individuals and groups) select, buy, use, and dispose of goods, services, ideas to satisfy their needs.

My personal view of point, the 3 factors which mentioned by the researchers as above consists of advantages and disadvantages. According to Kivela (1996) she claimed that customer are likely view the service as bundle of attributes which affect their decision to select a brand. This point showed that hotel must maintain a high service in their property in order to have a long term business relationship with the guest. Service is the main element which differentiate an individual property compare to other property around the world. In order to ensure the employees satisfy and happy working in the hotel, the management should treat the employees as how they treat the guests in the property. As

Consumer behavior is the behavior that consumers display in searching for, purchasing, using, evaluating, and disposing of, products and services. The study of consumer behavior as a separate marketing discipline all started when marketers realized that consumers did not always react as marketing theory suggested they would. Many consumers rebel at using the identical products that everyone else used, instead they prefer differentiated products that they feel reflect their own special needs, personality and lifestyles.

Consumer Behaviour: the study of the processes involved when individuals or groups select, purchase, use, or dispose of products, services, ideas, or experiences to satisfy needs and desires.