M.B.A. DEGREE EXAMINATION, NOVEMBER 2017
Business Analytics
CONSUMER BEHAVIOUR
(2016 onwards)
Time 3 Hours Maximum 75 Marks
Part A (10 x 2 20)
Answer all questions.
1. Define customer.
2. Write short notes on organizational buying behaviour.
3. What is core value?
4. What do you mean by consumption?
5. What is customer loyalty?
6. What do you mean by customer retention?
7. What is customer engagement?
8. What is consumer life style?
9. Define consumer diversity.
10. What you mean by celebrity endorsement?
Part B x 5 25)
Answer all questions.
11. Enumerate the rural consumer behaviour.
Or
Explain the changing Indian consumer behaviour.
Sub. Code
27
CP-8256
2
Ws 4
12. Explain the consumer decision making process.
Or
Enumerate the cultural aspects of emerging
markets.
13. Briefly explain the customer brand loyalty.
Or
Enumerate the principles of loyalty.
14. Briefly explain the Role of customer loyalty
outcomes in business decision.
Or
Discuss the influence of personnel to buying
behaviour.
15. Discuss about customer loyalty in banks and
insurance industry.
Or
Briefly explain the customer loyalty in retail
industry.
Part C x 10 30)
Answer all questions.
16. Explain the levels of consumer decision making.
Or
Explain the influence of service quality on customer
loyalty.
17. Enumerate the concepts of consumer decision
making.
Or
Explain the new consumption pattern.
CP-8256
3
Ws 4
18. Explain the Rai srivastava model of customer
loyalty formation.
Or
Discuss the customer loyalty application in aviation
industry.
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