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Jurnal Internasional : Consumer Behaviour of Luxury Automobiles: A Comparative Study between Thai and UK Customers’ Perceptions

Consumer Behaviour of Luxury Automobiles:
A Comparative Study between Thai and UK Customers’ Perceptions

JAKRAPAN ANURIT
KARIN NEWMAN
BAL CHANSARKAR

Total worldwide sales of premium luxury and entry luxury saloons and sports cars are of the order of
1.5 million units a year (Scheele, 1995: 190). The major luxury markets today are the USA, Germany, UK and Japan. The £21.1 billion UK new car market competes with France and Italy, to be the second biggest in Europe behind Germany (Harbour, 1997: 7,22). The new registration of luxury marques’ cars in 1997 in UK alone was 154,506 units (MAVEL, 1997: 59). In other markets, especially in South East Asia there are, of course, significant sales of luxury cars. However, these are limited to total volume either by the overall industry size or by local market conditions and preferences. Accordingly, the luxury car market overall is currently undertaking a social change with luxury brands seeming less remote, less different, and less exclusive with the quality of life improving. As a result, increasing competition between makes has intensified the importance of brand identity. As product standards continue to rise, the perceived image of a car make plays a key role in the buying decision. The premium marques such as BMW, Lexus, and Mercedes-Benz must develop attributes and values that reflect changing social values which influence buyers emotionally, in order to maintain their positions in different regions of the global market.
RESEARCH INTO LUXURY AUTOMOBILES In the last seven years the research into customer perception and behaviour in the automobile has been driven by American researchers (Haubl, 1996; Iacobucci, et al. 1996; McCarthy et al., 1992; Purohit, 1992; Sullivan, 1998; Rosecky and King, 1996). Very few authors and writings have investigated customer perceptions of luxury cars (Rosecky and King, 1996) and much of this work is focused on consumer loyalty and brand switching ((Iacobucci, et al. 1996; Lapersonne et al., 1995; McCarthy et al., 1992; Purohit, 1992). The major research focus has been on low priced segment car ranges rather than the luxury segment in which choice between brand concept image and individual choice of potential buyers play a great role. Therefore, they have neglected customers’ individual differences (especially ‘attitudes’ and ‘specificity’) that provide different perceptions towards the automobiles or their marquees, which are important in purchase decision making (Jahoda, 1966; Festinger, 1964; Rosecky and King, 1996; Markin, 1969). These research carry the beliefs that automobiles’ customers ‘merely’ strive for ‘product-related attributes’ (Keller, 1993), in other words, ‘functional, tangible, visible characteristics’ (Kapferer,1997), or ‘utilitarian needs’ (Havlena and Holbrook, 1986; McClelland, 1951). This agrees in line with Lancaster’s theory (1966) that demanders buy groups of features rather than products, their opinions regarding the similarity of products must also be determined by features. Research into purchasing patterns, however, indicates that it is not the objective features (tangible or technical attributes) themselves, but rather the subjective perception of these that determines consumer choice (Bauer and Herrmann, 1995; McFadden, 1986; Urban and Hauser; 1980).
There are differences between business-to-business (fleet) buyers and retail (non-fleet or private) car buyers. Business-to-business buyers are professionals and experts in terms of ‘functional benefits’ (Keller, 1993) of cars bought for employees. Thus, their consumption is ‘routine’ and ‘functional’. This may explain why Table 1 shows that significantly more Lexus GS300 are purchased as fleet cars (company cars) than BMW 728i from 1994 to 1997. While 728i and GS300 have equal insurance cost, GS300’s price is lower and it possesses more powerful technical features: a larger engine, higher horse power, quicker acceleration, and higher maximum speed (JATO Carspecs1), and therefore is perceived to offer better value for money in the workplace. In contrast, preferences of retail customers for BMW 728i exceed Lexus GS300’s and enable 728i to achieve higher sales in total from 1993 to 1997, despite the better offer and technical characteristics of GS300. This is because retail customers are amateur purchasers who spend their own money for non-routine consumption. Thus, they seek to gain ‘experiential’ or ‘symbolic’ (Keller, 1993) benefits from the car brand instead. This demonstrates that there exist differences in specificity among individual customers.
Specificity may depend largely on how buyers discriminate, between ‘essential’ and ‘special need’ (Oliver, 1997: 54) in importance: in other words needs and wants. If some buyers regard importance as meaning essential, then all requisite features of the cars, such as maximum speed, acceleration rate, horse power, and engine size become very important. On the other hand, if buyers perceive importance as a special need, then some features may not be anticipated. For example, if the luxury car buyer is only interested in the country-of-origin of the brand (German in this case), then the technical characteristics will be unimportant. When customers seek to purchase a product, they pay attention to whether the product will satisfy basic needs and desires in their lives. Here, the fleet-car customers have the basic needs (to choose a cost-effective car), and desires (to possess a luxury car). The most reasonable choice is Lexus GS300 SE. However, most retail customers have a more preferable attitude towards BMW 728i. When having to select among alternatives, customers are interested in differences across brands in the same product segment and even models.
Most luxury cars hold their marques as a flagship. In other words, the brand’s power acts as a significant entry barrier. To enhance the brand’s power, most luxury car marques have stretched their brand upward or downward into a ‘new’ segment. Most marques who usually have strong position of their car models on mid-size and large luxury saloon segments will stretch their brand downward. For example, Mercedes-Benz introduces A-Class, a small family car, and M-Class, a sport utility vehicle following the successful S-Class and E-Class introduction. Rover constantly emphasize their Rover Mini along with their mid-size 800 range. On the other hand, car manufacturers who are not usually perceived to be in the luxury segment will attempt to stretch their brand upward. The strategy is the diversification into a sub-brand. The most notable examples are the introductions of Lexus under Toyota and Infiniti under Nissan which have been successful globally, especially in the US. At this point, the essential features become unimportant because all brands are perceived to have these features to equivalent degrees. This phenomena insists that signifying product-related attributes alone can only partially explain the sophistication of buying behaviour of luxury automobiles’ customers.
CONSUMER BEHAVIOUR OF LUXURY AUTOMOBILES’ CUSTOMERS Most current owners of luxury cars tend to have purchased a car previously, the customer has potentially developed an attitude toward it. Here, an attitude becomes an evaluating judgement (desire or not desire) based on prior or present experience such as previous satisfaction from dealers or products and services (after sales and warranty), driving experience, and socio-economic status of customers. It is also possible that an attitude can be developed based on prior information without experience, as when consumers develop preferences or biases for or against brands based on the brands’ images in the marketplace. This also depends largely on purchasing power of individual customers. Customers may have a favourable attitude towards some manufacturers’ luxury cars, but may lack the ability due to insufficient purchasing power or willingness to take buying action. On the other hand, luxury or lower luxury (lower-priced) manufacturers’ cars may be neglected by customers who have high purchasing power (or over-purchasing power in this sense). For example, most buyers (with high, medium, or low income) tend to have a preferable attitude towards some manufacturers’ luxury cars such as Aston Martin, Bentley, Ferrari, Porsche, and Rolls-Royce, though the majority of them might not even have had a test drive before. The difference is that customers with low to medium income may still also anticipate the quality of smaller sized cars of manufacturers from the lower segments such as Fiat, Ford, Peugeot, and Vauxhall, as these cars are affordable to them. In other words, cars from lower segments have the meaning of ‘reality’ to them. In contrast, the better-off buyers will only appreciate expensive cars from luxury marques and may disregard inexpensive cars from any marques (even from a luxury one e.g., the least expensive Audi A3 or BMW 3 Series Compact) as their choices. Accordingly, if one is interested in predicting buyer behaviour of luxury automobiles, an assessment of potential buyer attitude towards the car is needed.
To further specify the definition of customer attitude towards luxury cars, a set of attitude variables which potential buyers of luxury cars might hold was developed in discussion with luxury car dealers (Audi, Jaguar, Mercedes, Lexus, and Volvo) at the London Motor Show ’97 at Earl’s Court Exhibition. The following variables were identified: (1) reliability (2) quality (3) durability (4) safety (5) security (6) performance (7) efficiency (8) technology (9) handling (10) value (11) style
(12) comfort (13) prestige (14) status, and (15) visual impact. The first nine variables are in the ‘objective’ category. The last six variables are in the ‘subjective’ category.
These different attitudes are directly related to different types of customers because cognition, feelings, and ‘response dispositions’ of customers are organized into a set of ‘patterned emotional reactions’ (Markin, 1969). This may be due to differences described as demographic, geographic, psychographic, or lifestyle. Therefore, behaviour moves from personal buyer to different buyers in a given society. Like other products, luxury automobile marketers (manufacturers, companies, dealers) also need to focus on ‘who buys’ or ‘type of customers’ to segment their cars. A discussion of the segmentation of the consumers and the luxury automobiles follows.
HOW CAN LUXURY AUTOMOBILES’ CUSTOMERS BE SEGMENTED? Extensive literature on personality in psychology and other behavioural sciences has persuaded marketing researchers to theorize that personality characteristics should predict brand or store preference and other types of buyer activity (Engel et al., 1995: 437). Evans (cited in Engel et al., 1995: 437) was an early researcher who attempted to predict automobile brand ownership. He undertook this study using 12 objective variables, such as age of car, income, and other demographics, to test the assumption that ‘automobile buyers differ in personality structure’.
Although Evans was able to predict correctly a Ford or Chevrolet owner in 70 percent of the cases, he concluded that, ‘personality is of relatively little value in predicting automobile brand ownership’. Several other studies confirmed the lack of relationship between personality and product choice (Alpert, 1972; Kassarjian, 1971; Ziegler, 1987). Engel et al. (1995) explain that this is due to the fact that personality is “but” one variable in the process of consumer decision making. Even if personality traits were found to be valid predictors, they might not assist market segmentation.
Marketers need to respect the fact that people and society can change over time. In the early 1980s, consumer consumption is somewhat ‘conspicuous’. Many firms ignored consumer input or publicly confront consumer group (Evans and Berman, 1987). Consumers were not very knowledgeable about a number of products, especially industrial products such as automobiles of which many brands had not yet become a flagship marque. Thus, they did not know what they expected from the products. In automobile industry, under the jurisdiction of the National Highway Traffic Safety Administration of the US, had a number of motor vehicles recalled. For example: ‘250,000 1978-1986 Audi 5000s-after shifting gears, sudden acceleration could occur’. (Evans and Berman, 1987: 485).
In the 1990s, it is the era of ‘value driven’ customers and suppliers. The consumption can no longer be conspicuous. Consumers are exposed to more mass media. Commercial media become sources of useful information on the ever increasing number of products and brands. Personal sources of information diminish in importance. In addition, traditional consumers become more experienced and their ability to distinguish between brands is sharpened. Marketers today need to understand that ‘customer satisfaction is about ‘attitude’; and customer value is about ‘behavior’’ (Butz and Goodstein, 1996: 64). According to this, VALS2 has been introduced and also revised (referred to as VALS II). This typology then is a sound pursuit of the consumer behaviour approach suggested by Engel et al. (1990, 1995) as discussed in previous section.
VALS typology and luxury automobile customers
VALS typology is divided into four major categories: ‘Need-Driven, Outer-Directed, Inner-Directed, and Integrated’. Included in these four categories is a total of nine lifestyles: ‘Survivors, Sustainers, Belongers, Emulators, Achievers, I-am-me, Experiential, and Societally-Conscious’ (Capelli, 1984; Engel, 1995). As expected, VALS data show that in US: ‘(1) the need-driven (11% of the population), purchase used cars; (2) the societally-conscience (11% of the population), under Inner-Directed category, purchase more gas savers; (3) Belongers (39% of the population), under the Outer-Directed category, tend toward ‘family-sized’ cars; (4) Achievers (a lifestyle which constitutes 20% of the population), under the Outer-Directed category, buy more large and luxury cars’ (Capelli, 1984: 45).
This data ends support views to an understanding of automobiles’ consumer segments. For example, need-driven customers are likely not to purchase brand-new and highly-consumption cars. It also allows marketers to communicate more effectively with core customers and lead to efforts to position new luxury cars in a lifestyle segments, than if the segment were described only by demographics. However, when referring to the term luxury car, there is still some confusion over the concepts of luxury cars and luxury car brands.
HOW CAN LUXURY AUTOMOBILES BE SEGMENTED?
Brand as luxury automobile segmentation
Goodyear (1996) suggests in the second stage (brand as reference) of her evolution of brand concepts and images3 that the marketers need the identification and differentiation of their products to reflect the consumer’s goal of making a good selection from among competing brands. Since there exist differences in attitudes and specificity, what is a luxury car to some groups may be ‘ordinary’ to others. Segmenting the luxury cars into physical categories regardless of ‘brand association (attributes, benefits, attitudes)’ (Keller, 1993) can be very difficult to refer to in luxury sense. This requires marketers to identify brands to distinguish between them (Hoyer and Brown, 1990). While many brands seem to be qualified as luxury brands (e.g., Audi, Bentley, BMW, Jaguar, Lexus, Mercedes, Porsche, Rolls-Royce) by one third of industrial opinion, only some major brands (e.g., Audi, BMW, Mercedes, Rolls-Royce) are considered luxury brands by the public majority. The luxury cars need to be part of its owner’ life. In other words, it needs to provide its owner the ‘practicability’ both in functional and perceptual point of view. That is why BMW and Mercedes-Benz have dominated the luxury markets globally. Everything is made to facilitate the user’s and also highlight the owner’s sense of prestige and status wherever it travels. The frequent use of the cars will stimulate the perception of a luxury life the owners gain from their possession. In this respect, Ferrari and Porsche may not be regarded as a luxury car since it is likely not to be driven on most of the working days, but regarded as a prestigious sport brands. Does this mean a luxury car is only an expensive saloon? Automobile’s price and characteristics as luxury automobile segmentation
The Society of Motor Manufacturers and Traders Limited (SMMT) classifies cars into nine segments: mini, supermini, lower medium, upper medium, executive, luxury saloon, specialist sports, dual purpose, and multi purpose vehicle (MPV). Amongst these, one can notice that there is the separate segment namely ‘luxury saloon’. However, this may not describe the whole aspects of luxury cars. Most luxury automobile manufacturers do not only produce saloons, but also dual purpose (touring or estate cars), MPV, and specialist sports in terms of passenger cars. In other words, a luxury car brand is a ‘multi-segment’ (Kapferer, 1995) brand that wants to cover all customer market segments. For example, BMW positions its products on various segments: lower medium (3 Series compact), upper medium (3 Series), executive (5 Series), dual purpose (5 Series touring), luxury saloon (7 Series), and specialist sports (8 Series) range. Thus, a luxury car may refer to an upper medium, executive, dual purpose, luxury saloon, or specialist sport car. These types of cars are the cars the owners may drive to the forecourt at a gala dinner and still highlight the owner’s sense of prestige and status. In this respect, a luxury car is ‘not’ limited to the ‘luxury saloon’ segment identified by SMMT. However, luxury cars may ‘not’ encompass ‘all’ passenger cars which are produced by prestigious luxury manufacturers.
For example, taking cars from the bottom range of a luxury car manufacturer, BMW 3 Series Compact. Its price starts from £14,670 in the UK. At this price, buyers may purchase cars from other manufacturers such as Ford Mondeo, Fiat Bravo/Brava, and Volkswagen Golf, which provides bigger space and better handling. In fact, BMW 3 Series Compact was only the fifth seller in 1997 from the bottom amongst the main sixteen marketers in UK4. In this respect, such prestigious luxury marque as BMW is not effective in this segment because the standard specifications of the cars in the lower segments (upper medium, lower medium, and lower) tend to include equivalent features5. This has directed the study to examine the upper prices and discover that cars with price from £34,001 and over, also include special equipment such as high-tech service/maintenance and multi-function information systems, safety, and security (e.g., immobilizers). However, cars with price starting from £65,000 may not be perceived as luxury cars in general but rather as prestigious specialist luxury or specialist sports6. This may be explained by the fact that the demands for these cars are very minimal because of their high price range (GB£65,000-£634,500). This price range is unaffordable to the majority of luxury car buyers, and therefore does not enter the practicable meaning of luxury cars (as discussed above).
THAI AND UK CUSTOMERS’ PERCEPTIONS OF LUXURY AUTOMOBILES
What directs the market performances?
For the purpose of a comparative study between Thai and UK luxury automobiles’ customer perceptions, comparable demands and supplies need to be drawn. Amongst the new registrations of cars in Thailand and the UK between 1995-1997, their sales performances show that Germany is the main country-of-origin. This accounts for the fact that a large number of German models are imported in Thailand and UK with a view of the luxury car markets. Audi, BMW, and Mercedes are the top luxury marques in both countries (see Figure 1a-1b). Mercedes cars are more expensive than BMW cars in every segment in both countries, yet BMW is more popular in the UK, while Mercedes is traditionally more popular in Thailand7. From an economic point of view, should not better-off customers in one of the richer UK be willing to buy Mercedes rather than customers in a poorer country like Thailand? The outperformance of Mercedes in a smaller and poorer market such as Thailand may be the result of cultural differences such as ‘susceptibility to social influence’ (Engel el al., 1995).
This type of phenomena is not new. Most published studies on country-of-origin discover that country stereotypes have some impact on product evaluations and purchase decisions (Haubl, 1996, p76). They are found to be influential to specific brands (Chao, 1993; Han and Terpstra, 1988; Tse and Gorn, 1993; Witt and Rao, 1992), to automobiles (Hankinson, 1989; Haubl, 1996; Newman et al., 1995), and to luxury automobiles (Rosecky and King, 1996). Accordingly, customers can place different significance to particular brand images and identities. This then leads to differences in customers’ individual differences (specificity, attitude), the decision process (the purchase decision), and service marketing strategy (7 Ps). In this context, emotional elements begin to play a major role in branding. Customers in both countries need to choose among brands, all of which provide functional excellence. Although technology has become a prerequisite in the markets; cultural differences such as social values could explain the luxury car sales positions and customers’ different attitudes towards BMW and Mercedes differently. This may be explained by Keller (1993) conceptualization of brand knowledge which has two components: brand awareness and brand image. The first component of brand knowledge is types of brand associations which consists of attributes [non-product-related including: price, packaging, user imagery, usage imagery; product-related], benefits [functional, experience, symbolic], and attitudes. The other two components are favourability of brand associations and uniqueness of brand associations.
How important are the luxury automobiles’ characteristics?
Since the first nine attitude variables (objective) are considered quantitative attributes, they can be assessed by comparing the standard specifications of BMW and Mercedes in terms of: economy (consumption: urban, country, combination), engine (capacity size, kW, horse power), performance (maximum speed, acceleration rate), security, safety, dimensions (interior and exterior), exterior, driver functions, and comfort (as equipment), provided by JATO CarNotes. Price, a non-related attribute, which may represent ‘value’ is also included. This reveals that, in both Thailand and UK, BMW cars offer lower prices, while having more powerful engine (e.g., more horse and toque power) leading to better performance (higher maximum speed and quicker acceleration rate) and efficiency (lower fuel consumption) than Mercedes in all segments (comparable ranges). Yet such functional characteristics has not enabled BMW to outperform Mercedes in Thailand. In other words, functional benefits may not be used as a strong brand association to persuade the luxury car customers to have preferable attitudes towards BMW brand image. The reason may be that BMW does not provide the favourability of brand associations in terms of user imagery, usage imagery, and symbolic benefits which are the most important requisite for the majority of luxury car customers in Thailand.
Referring to the 15 attitude variables identified in a pilot study of dealers at London Motor Show in 1997, Thai customers seek to obtain the attributes in symbolic sense. Whereas prestige and status are the strength of brand association, some of the rest of the variables may be almost neglected by the customers. For example, performance and handling are almost not necessary for the Thai customers (especially in Bangkok where the majority of luxury car customers in Thailand live), due to the ‘environment influences’ (Engel et al., 1995). Thailand has some of the world’s most congested road networks in and around Bangkok , which accounts for over 10% of the country’s population and is one of the most densely crowded cities in the world. Therefore, Thai customers have a lack of (frequent) experiential benefits of the performance and handling of BMW, even if they are proved to be superior (JATO CarSpecs). Such brand values of BMW as ‘quality, technology, exclusivity, and performance’ may not be considered as an important brand identity for the customers. At this point, BMW and Mercedes’ functional benefits (reliability, quality, durability, safety, security, comfort) are equivalent. Consequently, Thai customers pursue to acquire user imagery and usage imagery to gain symbolic benefits.
How important are the social influences?
‘Imagery is a process by which sensory information and experiences from long-term memory are represented in short-term memory’ (MacInnis and Linda, 1987 cited in Engel et al., 1995: 489). It is possible that user imagery and usage imagery may be related largely to the social class and status. The symbolic function of possessions can be explained by ‘social constructionism’ which regards possessions as ‘socially shared symbols of identity’ (Dittmar, 1992, p68 cited in McEnally and de Chernatony, 1998: 18). All individuals share in a process of transmitting, reproducing, and transforming the social meaning of objects. Thus, consumers receive the meaning of objects, transmitted by others and which they, in turn transmit to others, but they are also transformers of social meanings. The fact that BMW is the favoured brand in the UK and Mercedes is Thailand prestigious choice is then not surprising if one recalls the scenery of Thai Royal family, politicians, and millionaires sitting in Mercedes limousines, and those UK excellencies and billionaires sitting in Rolls-Royce. Enhancing this values, Mercedes’ advertising always promote Mercedes as a very expensive, luxury, and prestige car and also reputation for reliability (dependability: in terms of ease of maintenance and repair cost) and durability (BBC Top Gear, 1998). Customers’ imageries are then linked to a ‘cognitive elaboration mechanism’ according to which ‘used by’ information and would increase the general level of interest in the product under consideration (Hong and Wyer Jr., 1989). They will be regarded as successful persons living a luxury life in the society if they possess such cars.
Nevertheless, there is a small segment of Thai customers who are attracted to BMW in terms of its sportiness (performance, handling, appearance/visual impact) despite the traffic congestion indicating a role for attitudes towards brand image and identity. Although the customers have a lack of frequent opportunities to gain functional and experiential benefits of performance and handling of BMW cars in Thailand, they can still gain these benefits from technology and sporty appearance of the cars. This can be explained by psychometrics (Haubl, 1996: 90) which has proved that foreign (German) production of automobiles is likely to have an impact not only on car buyers’ overall evaluation of a vehicle, but also on their perception of specific product attributes, e.g., various technical features or the appearance of the car. UK customers, more fortunate than the Thais, have higher purchasing power and opportunities (full ranges of products and better infrastructures) to more fully experience the functional and experiential benefits from BMW. It is possible to merely metaphorically describe that, at the equivalent degree of enjoyment, ‘UK luxury car customers drive the cars’ but ‘Thai luxury car customers let the cars drive them’. Thai and UK customers may share the same degree of willingness to involve in such a stereotype because they represent different types of customers.
How can VALS explain Thai and UK luxury automobile customers?
Referring to VALS typology, the BMW brand image and personality seem to match two customer lifestyles: under Inner-Directed category; Experiential and Societally. Whereas Mercedes’ may be more compatible with Belongers, Emulators, and Achievers under Outer-Directed category. Apparently, Experiential and Societally, the UK majority, seek direct experience thus make a careful decision in favour of product-related attributes which could provide them with both functional and experiential benefits. In this respect, BMW delivers such uniqueness of brand associations (individualistic needs) and has become the ‘brand as icon’ (Goodyear, 1996) of ‘quality, technology, exclusivity, and performance’ which self expresses the symbolic properties of ‘luxury’ in UK society.
In contrast, the majority in Thailand, Belongers, Emulator, and Achievers are more oriented to fame and success and to preserve the status quo. Thus, they seek non-product-related attributes (price, user and usage imagery) to ascribe symbolic benefits in order to display their social position, prestige, and status in Thai society. Only a radically improved or revolution changed product would entice such a conservative segment to alter their purchase intention. In this respect, Mercedes highlights the uniqueness of association in social-material terms and has become the brand as icon of ‘luxury, quality, and status’ which self expresses the symbolic properties of ‘luxury’ in Thai society.
RECOMMENDATION Further to the evolution of brand concepts and images suggested by Goodyear (1996), BMW and Mercedes-Benz have both successfully reached the brand as icon stage at the global level. On the demand side, their customers are now far more knowledgeable and marketing literate. Brands are now perceived as part of their life, a representative of needs and wants in customer constellation. Thus, marketers do not intensify their market communication but present only specific communications. Prestigious luxury brands like BMW and Mercedes do not need to expose customers to frequent advertisements. In current practise, the necessary occasions take place only when new models are introduced. Such top luxury car manufacturers are now attempting to level up their brand with the post-modern approach namely ‘brand as company’ and ‘brand as policy’. At this stage, marketers are aware of consumer cynicism and cautious about their actions which could affect customer and public values positively or negatively. For example, BMW’s acquisition of Rover in 1992 and proposal to take over Rolls-Royce in 1998 drew public cynicism (Beavis et al., 1994: 14; Guardian, 1998: 22; Done, 1994: 23; Marquardt, 1994: 23; Steinmetz and Mitchener, 1998; Wall Street Journal, 1998: 12). Rover cars are now perceived as of higher quality and BMW have a bigger umbrella. The merger between Mercedes-Benz and Chrysler in 1998 have created a new utopia in US. The controversial failure test of Mercedes A-Class in 1997 has not decreased customer demand for any of their car ranges.
On the supply side, BMW and Mercedes need to reconceive their physical products as products and services (luxury cars, aftersales services and warranty) and reassure their dealers to create, maintain, and create customer values. While all things being equal, it is the era of the service industry at which companies can gain a competitive edge by focusing on customer value-building an actual ‘emotional bond’ with the customers (Butz and Goodstein, 1996: 63). This will lead the customer to purchase repeatedly, or moreover, to recommend that dealer to friends and family, and to withstand the marketing effectiveness of other manufacturers. Marketers have to bear in mind that, over time, customers may have to change their behaviour even though their initial attitude constellation still remains. Such involuntary changes are compelled by ‘situational influences’ (Engel et al., 1995; Lapersonne et al., 1995). For example, an older customer who used to own an executive or luxury saloon may now have a family and needs to acquire an estate or sport utility. In such circumstance, he may or may not purchase those types of cars from his favourite brand. The customer will potentially shift back to the stage where he perceives brand as reference (as discussed earlier), giving priority to product-related attributes to acquire functional benefits for his family wellbeing and may see no longer needs to take experiential and symbolic benefits from a specific brand into consideration. For example, Audi may outperform BMW in terms of dual purpose car sales. Japanese manufacturers such as Nissan and Toyota are demonstrating the growing success of their sport utility vehicles (off-road cars) over Land Rover. Lexus and Infiniti may steal BMW and Mercedes (private) customers by this opportunity. All the attitude variables (both quantitative and perceptual) will be interrelated referred as ‘relational variables’ (Morris and Holman, 1988) and come into play with service loyalty. The manufacturers need to prevent such backward direction because it costs time and money to develop and provide offerings that satisfy new and unfamiliar customer needs, wants, and expectations that ruled by their perceptions (Zeithaml and Bitner, 1996). Satisfaction will then be a major influence on the customer’s ‘revised’ attitude, which is also influenced by the prior attitude (Oliver, 1997). This may be achieved by the effective service marketing strategies.



CONCLUSION

The logical extension of this hypothesis is that Mercedes will outsell BMW in countries with the same socio-economic and cultural profile. These countries may be grouped by the markets where BMW and Mercedes are best selling their products (see Figure 2).
The implication for marketing managers is that over time as these countries’ economy are developed, their market positions will change. BMW is proposed to reflect individualistic needs in terms of functional and experiential benefits of customers in the rich country such as: the UK, USA, Australia, and Switzerland. These mainly are the rich countries in Europe and America. Potentially, Mercedes’ luxury car market positions may be weaken or eventually defeated by BMW in the world car markets such as in Japan, South Africa, and Thailand, if their economies upwardly change and the societies uphold different values towards luxury.

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Jurnal : Pengaruh Analisis Bauran Pemasaran terhadap Keputusan Pembelian Keripik Pedas Maicih

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review jurnal internasional




Consumer Behaviour of Luxury Automobiles
JAKRAPAN ANURIT
KARIN NEWMAN
BAL CHANSARKAR

Total penjualan di seluruh dunia untuk mobil mewah dan masuk dan mobil sport adalah 1,5 juta unit per tahun (Scheele, 1995: 190). Pasar mewah utama saat ini adalah Amerika Serikat, Jerman, Inggris dan Jepang. Di pasar lain, khususnya di Asia Tenggar tentu saja ada penjualan yang signifikan dari mobil mewah. Namun, ini terbatas pada total volume baik oleh ukuran industri secara keseluruhan atau kondisi pasar lokal. Dengan demikian, pasar mobil mewah secara keseluruhan saat ini tengah melakukan perubahan sosial dari kehidupan biasa ke kualitas hidup yang membaik. Akibatnya, persaingan meningkat untuk  meningkatkan pentingnya identitas merek. Standar produk yang terus meningkat, dirasakan oleh produsen untuk  membuat mobil memainkan kunci peran dalam keputusan pembelian. Marques premium seperti BMW, Lexus, dan Mercedes-Benz harus mengembangkan sifat-sifat dan nilai-nilai yang mencerminkan perubahan nilai-nilai sosial yang mempengaruhi pembeli emosional, untuk mempertahankan posisi mereka di berbagai daerah dari pasar global.
Dalam tujuh tahun terakhir penelitian persepsi pelanggan dan perilaku dalam mobil telah didorong oleh peneliti Amerika (Haubl, 1996; Iacobucci, et al 1996;. Mccarthy et al, 1992.; Purohit, 1992; Sullivan, 1998; Rosecky dan King, 1996). Fokus penelitian utama pada mobil segmen harga rendah rentang daripada segmen mewah di mana pilihan antara citra merek konsep dan individu pilihan pembeli potensial memainkan peran besar. Pelanggan telah mengabaikan perbedaan (terutama 'sikap' dan 'kekhususan') yang memberikan persepsi yang berbeda terhadap mobil yang penting dalam membuat keputusan pembelian (Jahoda, 1966; Festinger, 1964; Rosecky dan King, 1996; Markin, 1969). Penelitian pola pembelian, bagaimanapun, menunjukkan bahwa itu bukan fitur tujuan (atribut berwujud atau teknis) sendiri, melainkan subjektif persepsi ini yang menentukan pilihan konsumen (Bauer dan Herrmann, 1995; mcfadden, 1986; Perkotaan dan Hauser, 1980).
Penelitian menunjukkan bahwa Lexus GS300 lebih signifikan dibeli sebagai mobil armada (Mobil perusahaan) BMW 728i dari 1994-1997. Sementara 728i dan GS300 memiliki asuransi sama biaya, harga GS300 adalah lebih rendah dan memiliki fitur teknis lebih kuat: mesin yang lebih besar, tenaga kuda yang lebih tinggi, akselerasi lebih cepat, dan lebih tinggi kecepatan maksimum (JATO Carspecs1), dan karena itu dianggap menawarkan nilai uang yang lebih baik. Sebaliknya, preferensi pelanggan ritel untuk BMW 728i Lexus GS300 melebihi dan memungkinkan 728i untuk mencapai penjualan yang lebih tinggi di total dari 1993 sampai 1997, meskipun tawaran yang lebih baik dan karakteristik teknis dari GS300. Hal ini karena pelanggan ritel pembeli amatir yang menghabiskan uang mereka sendiri untuk non-rutin konsumsi. Jadi, mereka berusaha untuk mendapatkan 'pengalaman' atau 'simbolis' (Keller, 1993) manfaat dari merek mobil sebagai gantinya. Hal ini menunjukkan bahwa terdapat perbedaan spesifisitas antara individu pelanggan. Spesifisitas dapat sangat tergantung pada bagaimana membedakan pembeli, antara 'penting' dan 'kebutuhan khusus' (Oliver, 1997: 54) dalam pentingnya: dengan kata lain kebutuhan dan keinginan.
Ketika harus memilih di antara alternatif, pelanggan tertarik pada perbedaan seluruh merek di segmen produk yang sama dan bahkan model. Dengan kata lain, kekuatan merek bertindak sebagai signifikan entry barrier. Pada titik ini, fitur penting menjadi tidak penting karena semua merek yang dianggap memiliki fitur ini sama. Fenomena ini menegaskan bahwa menandakan produk yang berhubungan dengan atribut saja bisa hanya sebagian menjelaskan kecanggihan membeli perilaku pelanggan mobil mewah.
jika ada yang tertarik dalam memprediksi pembeli perilaku mobil mewah, penilaian sikap pembeli potensial terhadap mobil diperlukan. Untuk lebih menentukan definisi sikap pelanggan terhadap mobil-mobil mewah, satu set sikap variabel yang pembeli potensial dari mobil mewah mungkin terus dikembangkan dalam diskusi dengan kemewahan dealer mobil (Audi, Jaguar, Mercedes, Lexus, dan Volvo) di Motor London Tampilkan '97 di rumah Earl Court Exhibition. Variabel-variabel berikut telah diidentifikasi: (1) kehandalan (2) kualitas (3) daya tahan (4)
keamanan (5) keamanan (6) kinerja (7) Efisiensi (8) teknologi (9) penanganan (10) Nilai (11) Gaya
(12) kenyamanan (13) prestise (14) status, dan (15) dampak visual. Sembilan pertama variabel dalam 'Obyektif' kategori. Keenam variabel terakhir berada di kategori 'subyektif'.
Ini sikap yang berbeda secara langsung berkaitan dengan berbagai jenis pelanggan karena kognisi,
perasaan, dan 'disposisi respon' dari pelanggan tersebut akan disusun dalam satu set 'emosional bermotif reaksi '(Markin, 1969). Hal ini mungkin karena perbedaan digambarkan sebagai demografis, geografis, psikografis, atau gaya hidup. Oleh karena itu, perilaku bergerak dari pembeli pribadi untuk pembeli yang berbeda dalam sebuah masyarakat. Seperti produk lainnya, pemasar mobil mewah (produsen, perusahaan, dealer) juga perlu fokus pada 'yang membeli' atau 'jenis pelanggan untuk segmen mobil mereka.

Evans (dikutip dalam Engel et al.,
1995: 437) adalah seorang peneliti awal yang mencoba untuk memprediksi kepemilikan mobil bermerek. ia menyimpulkan bahwa, "kepribadian adalah nilai yang relatif kecil dalam memprediksi kepemilikan mobil bermerek. Beberapa studi lainnya menegaskan kurangnya hubungan antara kepribadian dan pilihan produk (Alpert, 1972; Kassarjian, 1971; Ziegler, 1987). Engel et al. (1995) menjelaskan bahwa hal ini disebabkan fakta
kepribadian yang "tetapi" satu variabel dalam proses pengambilan keputusan konsumen. Bahkan jika kepribadian
ciri-ciri yang ditemukan menjadi prediktor yang valid, mereka tidak bisa membantu segmentasi pasar.

Merek sebagai segmentasi mobil mewah
Goodyear (1996) menyarankan dalam tahap kedua (merek sebagai referensi) evolusi nya konsep merek dan image bahwa pemasar membutuhkan identifikasi dan diferensiasi produk mereka untuk mencerminkan tujuan konsumen untuk membuat pilihan yang baik dari antara merek yang bersaing. Karena terdapat perbedaan dalam sikap dan spesifisitas, apa yang merupakan mobil mewah untuk beberapa kelompok mungkin 'biasa' untuk yang lain. Segmentasi mobil-mobil mewah ke dalam kategori fisik terlepas dari 'asosiasi merek (Atribut, manfaat, sikap) '(Keller, 1993) bisa sangat sulit untuk merujuk ke dalam pengertian kemewahan. Ini mengharuskan pemasar untuk mengidentifikasi merek untuk membedakan antara mereka (Hoyer dan Brown, 1990). Sementara banyak merek tampaknya akan memenuhi syarat sebagai merek mewah (misalnya, Audi, Bentley, BMW, Jaguar, Lexus,
Mercedes, Porsche, Rolls-Royce) dengan sepertiga pendapat industri, hanya beberapa merek utama (misalnya,
Audi, BMW, Mercedes, Rolls-Royce) dianggap merek-merek mewah oleh mayoritas publik. Para mobil mewah perlu menjadi bagian dari kehidupan pemiliknya. Dengan kata lain, perlu untuk memberikan pemiliknya yang 'Kepraktisan' baik di titik fungsional dan persepsi pandang. Itulah sebabnya BMW dan Mercedes- Benz telah mendominasi pasar global mewah. Semuanya dibuat untuk memfasilitasi pengguna dan juga menyoroti arti pemilik prestise dan status dimanapun perjalanannya. Penggunaan yang sering dari mobil akan merangsang persepsi kehidupan mewah para pemilik.
"Citra adalah proses dimana informasi sensorik dan pengalaman dari memori jangka panjang yang
direpresentasikan dalam memori jangka pendek '(macinnis dan Linda, 1987 dikutip dalam Engel et al, 1995:. 489). Hal ini mungkin bahwa pengguna citra dan citra penggunaan sebagian besar mungkin terkait dengan kelas sosial dan status. Fungsi simbolis dari harta dapat dijelaskan oleh 'konstruksionisme sosial' yang menganggap harta sebagai 'simbol identitas sosial bersama' (Dittmar, 1992, p68 dikutip dalam mcenally dan de Chernatony, 1998: 18). Semua individu berbagi dalam proses transmisi, reproduksi, dan mengubah makna sosial dari objek. Dengan demikian, konsumen menerima arti benda, ditularkan oleh orang lain dan yang mereka, pada gilirannya menularkan kepada orang lain, tetapi mereka juga transformer dari makna sosial.
Perpanjangan logis dari hipotesis ini adalah bahwa Mercedes akan menjual lebih banyak dr BMW di negara-negara dengan sama sosio-ekonomi dan budaya profil. Negara-negara ini dapat dikelompokkan oleh pasar di mana BMW dan Mercedes yang terbaik menjual produk mereka . Implikasi bagi manajer pemasaran adalah bahwa seiring waktu karena ekonomi negara-negara telah berkembang, posisi pasar mereka akan berubah. BMW diusulkan untuk mencerminkan kebutuhan individualistis dalam hal manfaat fungsional dan pengalaman pelanggan di negara kaya seperti: Inggris, Amerika Serikat, Australia, dan Swiss. Ini terutama adalah negara-negara kaya di Eropa dan Amerika. Berpotensi,
Pasar mobil mewah Mercedes posisi 'mungkin melemahkan atau akhirnya dikalahkan oleh BMW di dunia
mobil pasar seperti di Jepang, Afrika Selatan, dan Thailand, jika ekonomi mereka ke atas perubahan dan masyarakat menjunjung nilai-nilai yang berbeda terhadap mewah.

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METODE RISET : BAB IV DAN BAB V

BAB IV  ANALISA DAN HASIL PENELITIAN

5.1 Analisis Deskriptif
Penelitian ini mengamati variable bebas (independent variabel) yaitu variable produk (X1), variable harga (X2), variable saluran distribusi (X3) dan variable promosi (X4) dan juga mengamati variable terikat (dependent variabel) yaitu variable Y, keputusan pembelian.

5.2 Pengujian Hipotesis
Pengaruh variable independen terhadap variable dependen diuji dengan tingkat kepercaraan (confidence interval) 95% atau α = 0,05. Criteria pengujian hipotesis untuk uji serempak adalah :
Ho :  B1, B2, B3, B4 = 0 (strategi bauran pemasaran yang terdiri dari produk, harga, saluran distribusi dan promosi secara serempak tidak berpengaruh terhadap keputusan pembelian keripik pedas Maicih oleh konsumen Universitas Gunadarma).
Ha : B1, B2, B3, B4 ≠ 0 (strategi bauran pemasaran yang terdiri dari produk, harga, saluran distribusi dan promosi secara serempak berpengaruh terhadap keputusan pembelian keripik pedas Maicih oleh konsumen Universitas Gunadarma)
Y = B0 + B1X1 + B2X2 + B3X3 + B4X4 + e
Berdasarkan table di atas, maka persamaan regresi linier berganda dalam penelitian ini sebagai berikut :
Koefisien regresi konstanta adalah 4,533 artinya bahwa tingkat kepuasan pembelian keripik pedas maicih oleh konsumen dipengaruhi oleh strategi bauran pemasaran sebesar 4,533. Sedang koefisien regresi semua variable bebas bertanda positif ini bearti bahwa factor strategi bauran pemasaran mempunyai hubungan yang positif dengan tingkat keputusan dalam membeli keripik pedas maicih, artinya mempunyai hubungan searah.

5.3  Uji Serempak (Uji F)
Untuk menguji hipotesis secara serempak digunakan statistic F (uji F). Rumus yang digunakan untuk statistic F (uji F) (Sugiyono, 2002), adalah:



Dimana:
R2  = Koefisien korelasi ganda
k   = Jumlah variable independen
n   = Jumlah anggota sample
Jika F hitung < F table, maka Ho diterima (Ha ditolak) dan jika F hitung > F table, maka Ho ditolak (Ha diterima) tolak pada α = 0,05
Dari table di atas diperoleh nilai F hitung sebesar 24,195, dengan signifikansi 0,000, sedangkan F table pada tingkat kepercayaan 95% atau α =0,05 adalah 2,46. Dengan membandingkan nilai F hitung dengan F table, maka F hitung (24,195) lebih besar dari F table (2,46), keputusannya adalah Ho ditolak dan Ha diterima, artinya secara serempak variable strategi bauran pemasaran berpengaruh sangat nyata terhadap keputusan pembelian keripik pedas maicih.

BAB V  KESIMPULAN DAN SARAN
5.1 Kesimpulan
Dari hasil penelitian dan pembahasan pada bab sebelumnya, maka dapat ditarik kesimpulan sebagai berikut:
Variable strategi bauran pemasaran yang terdiri dari: produk, harga, saluran distribusi dan promosi secara serempak berpengaruh sangat nyata terhadap keputusan pembelian keripik pedas maicih oleh mahasiswa universitas Gunadarma khususnya 3EA01. Makna high significant menunjukan bahwa keputusan pembelian keripik pedas maicih sangat dipengaruhi oleh strategi bauran pemasaran yang diterapkan oleh pemilik maicih, yang bearti semakin baik strategi pemasaran, maka akan semakin tinggi keputusan pembelian keripik pedas maicih.
5.2 Saran-saran
Dari kesimpulan yang telah diuraikan diatas, maka peneliti memberikan saran-saran sebagai berikut:
Sehubungan dengan variable strategi bauran pemasaran yang terdiri dari: produk, harga, saluran distribusi dan promosi secara serempak mempengaruhi keputusan pembelian keripik pedas maicih, maka disarankan agar maicih dapat lebih meningkatkan lagi strategi bauran pemasaran maka akan semakin tinggi keputusan pembelian keripik pedas maicih.

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