4.0 Recommendation:Dell, Inc. is an American multinational
information technology corporation based in 1 Dell Way, Round Rock,
Texas, United States that develops, sells and supports computers
and related products and services. A lot of people of Dhaka City
like the Dell-laptop for it high status, durability, high price and
high memory. But Dell-laptop has some limitations which should be
fixed to attract more consumers, to increase market share, and to
build loyal customers. Dell-laptop has to do the following
marketing strategies.
Advertising:Dell laptop should increase advertisement. Dell
should introduce informative adds in the technology related
magazine and daily newspaper. Dell should also focus on Billboard
advertisement. Sometimes Dell can launch TV commercial.
Improvement of Features: According to customers opinion, it
should improve its features. Otherwise it will not survive in the
competitive market and lose the young customer segment.
Should be affordable: DELL Laptop price should be more
affordable. Many people cannot purchase their laptop because of
high price.
Increase in product line: They should introducelaptops in its
store. They have to expand their product line, have to bring new
products.
Convenience:Baskin-Robbins is not availableto the customers. It
has only twoauthorized delear in Dhaka which is located at IDB
Vhabon. It has to contract with more delear in Dhaka city for the
convenience of customers. As its target market is Upper middle
class and Middle class people, it can launch delearship in Gulshan,
Uttara, Baridharaetc to catch the target market.
5.0 Conclusion:Dell, Inc. is an American multinational
information technology corporation. Though it has lots of
limitations, it is liked by many customers due to high status and
durability.
6.0 BIBLIOGRAPHYBooks: Consumer Behavior, Del I Hawkins, Rojer
J. Best, Kenneth A. Coney, Ninth Edition. Principles of Marketing,
Philip Kotler, Gray Armstrong, Eleventh Edition. Marketing
Management, Philip Kotler, Millennium Edition.
Website:1. www.dell.com2. http://www.naaptol.com3.
www.aponalo.com4. www.wikipedia.org
1. Introduction1.1 OriginsEast West University is afoundation
that upholds eastern cultures and values, and evocativelyfusions
eastern and western thought and innovation. To do this it offers
undergraduate degree on different major subjects like Marketing,
Finance, HRM, Economics etc. Consumer behavior (MKT 410) is one of
the courses of Marketing major. Precisely it teachesus how
individuals feel, think and act in the market place.While doing the
course we have learned the factors of persuading a buyers
decisions, learning, attitude, memory, self-concept and so many
other vital things. To implement all of those or in other way to
practically experience those issues Mr. FarhanFaruqui, course
teacher of Consumer Behavior has given us this term paper on Dell
Laptop.1.2 ObjectivesBy doing the report, we will be able to know
the target markets profile of Dell Laptop, their buying purposes
and preference. We will also be able to know the current market
situation of the laptop products. We will be exploring the facts
how individuals get influenced towards laptops, what they feel
about different laptops and what are the comparisons.This report
will also let us know the possible commendations for Dell
Laptop.1.3 ScopeThe report is prepared concentrating on Dell
Laptop. The area of the survey was only in Dhaka city. So, all the
estimationshave been made based on the city area. It is a
comprehensive report based on structured questionnaire survey, data
calculation, peoples opinion, our perception and knowledge, and
books of Consumer Behavior.1.4 LimitationWhile preparing the report
we had to face some problems. 1. For the sake of official secrecy,
the concerned officials did not provide enough information. 2. Time
shortage was one of the major problems.3. Then lacking of
information among customer were another major problems. In many
case we found some people who do not have any idea about Dell
Laptop. Many people did not cooperate because they were not
interested.4. As because the questionnaire was in English many
people could not understand the questions and thus could not answer
well.1.5 MethodologyNature of the study: ExploratorySource of
information: Both primary and secondary.Primary Source: Primary
source were random entities. The following factors were considered
to collect information: Sampling method: Convenient Sampling
Information Collection instrument: Structured questionnaire for the
respondents. Sample Size: 60 individuals.Secondary Sources:
Secondary information was collected from the internet.Analysis of
information: Statistical technique through MS Excel was used to
analyze the collected data. Sum, Countif, Average, weighted average
were used here.Presentation of Information: Collected and
calculated information are presented in graphical forms.
Gender: Usually marketers target their products towards a
specific portion of the market based on several analyses. Here we
tried to find out the sensitivity and the variation between the
male and female respondents. For that we have divided our total
sample in two groups- male and female.We conducted our survey based
on 60 peoples opinion. Among these people, 60% were male and 40%
were female.
Figure: Gender of overall laptop market&Dell laptopFrom the
survey result we found that among these 60% of male, 68% are the
customers of DELL Laptop and among the 40% of female, 32% are the
users of DELL Laptop.According to our findings it is very clear
that the majority customers of DELL Laptop are male.Probable
Strategy: They should focus more on female customers, because most
of the consumers of DELL Laptop are male. DELL Laptop should
associate its product more with female consumers by using renowned
female personalities in its marketing activities. DELL Laptop
should advertise its product more to their target market. They can
make Television Commercials or Radio advertisements and play it in
between the programs which are made for young people specially
females. They should introduce more vibrant colors. Example-
Orange, green and purple. They can use Iconic Rote. For example,
they can us e key-board by proposing female ergonomic key-board.
They can also use Vicarious Learning by showing in the ads
corporate women are using DELL Laptop, for targeting corporate
women.
Age:Age is one of the most important factors to identify the
consumers behavior towards DELL Laptop. Age carries with it
culturally defined behavioral and attitudinal norms. It affects our
self-concepts and lifestyles. To find out the responsiveness about
the DELL Laptop, we asked questions to different age group of our
sample to find out the variation of consumer behavior in different
age.We have surveyed people of different age groups. Among our
surveyed people, 55% of people are within the 16-25 age groups. It
is clear that 16-25 age group people are majority in number.
Figure:Age of overall laptop market&Dell laptopFrom our
survey we also found that 48% of people who are the consumers of
DELL Laptop are within the age group of 16-25. The age group of
both 26-35 and 36-45 age groups should also be considerable in
number as the pie chart shows 28% and 16% of these groups people
useDELL Laptop. From this survey we can say that most of the
consumers of DELL Laptop are young teenagers, university students
and young professionals. Probable Strategy They should focus on
consumers who are under 16 years old. They can associate DELL
Laptop with child celebrities like Justin Bieber, Henna Montana.
They can introduce special featured Laptop by using cartoon
characters image on the case of Laptop. They can arrange quiz
competition on information of DELL Laptop in schools for creating
depth and awareness of DELL Laptop with a view to persuading to buy
DELL Laptop. They can offer discounts to whoever can show valid
student ID Card. They can offer preloaded games in the Laptop. They
can also provide free school bag with DELL Laptop. They can arrange
special fairs in schools. They can make special school packages
with schools who like to offer DELL Laptops to their students for
educational purposes. They should also extensively focus on their
big market that is 16-25 age group because a large portion of this
market hasnt captured. They can offer a special type of Laptop for
different type of target customer in the age group of 16-25 like
gaming laptop for who like to play game, studio laptop with high
multimedia feature for who like to listen music. High configuration
laptop for who are studying engineering section like CSC, EEE,
ETE.
Education: Education has a strong influence on ones tastes and
preferences. It also influences how one thinks, makes decisions,
and relates to others. However, education seldom provides a
complete explanation for consumption patterns. Those with a limited
education are generally at disadvantage not only in earning money
but in spending it wisely.According to our survey results, most of
our surveyed people (49%) are Masters/MBA.
Figure:Education of overall laptop market&Dell laptop
From the pie chart above, we can see that 56% of DELL Laptop
customers level of education is Masters/MBA and 32% customers level
of education is UnderGraduate. So we can say that educated people
mostly prefer DELL Laptops.
Probable Strategy: As most of the customers are educated so DELL
Laptops should use green materials to manufacture its products.
They should safely dispose off laptop batteries so that is causes
least harm to the environment for the well aware and
environmentally concerned consumers of DELL Laptops. Advertisement
should be more informative and should focus on the features and the
configurations of DELL Laptops They should offer licensed version
anti-virus and essential office tools software They should practice
social marketingwhich is the most preferable criteria for educated
people.Occupation:
Most of the occupation predetermines the individuals income
level. Ones occupation provides status and income. In addition, the
type of work one does and the types of individuals one works with
over time also directly influence ones values, lifestyle, and all
aspects of the consumption process. In our questionnaire we have
asked question to identify which professions respondents are
appropriate target customer of DELL Laptops.Among our surveyed
people, the largest portions (54%) of participants are
students.
Figure:occupation of overall laptop market&Dell laptop
From our survey result we found that 40% of people who usesDELL
Laptops are students, 32% are private employees, and 16% are
Government employees in occupation. So, the company should focus on
students more as they are biggest market and has biggest portion
that has been not covered.
Strategy: As most of the customers are students, DELL Laptops
should increase the number of laptop models with different design
and casing and should offer student discount. Have to focus on
offering special packages for schools, colleges and universities.
Colorful advertisement and association with young generation
celebrities will help to attract the students and increase the
sales. They can sponsor events in schools, colleges and
universities like talent competition and game tournaments to
attract the attention of the students who are the largest segment.
For private employees and business people they can emphasize more
on the quality and high features and configured DELL Laptops as
they can afford high price laptops also.
3.1.2. Social Factors:Social factors denote the social status of
the target market by considering social class and other
factors.Social Class:Income is highly influential in determining
social class. To identify the respondents social class we asked
them about their individual income to find their actual position in
the society. The survey represents that most of the participants
are in the family income range of 40,001-50,000 or
30,001-40,000.
Figure:Income of overall laptop market&Dell laptop
From our survey we found out that 40% of people who purchase and
useDELL Laptops, their family income are in between
TK.30,001-40,000 and 20% users of DELL Laptops their family income
are in betweenTK.40,001-50,000. So we can see that the consumers of
DELL Laptops are middle class and upper middle class.
Probable Strategy: Primarily they should focus more on middle
class and upper middle class people as they prefer DELL Laptops.
They can use price skimming pricing strategy to capture all layer
of middle class. They can go to the cost leadership strategyby
reducing augmented features as the countrys economic factors are
little bit vulnerable. Can offer installment method to grab lower
middle class customer. Secondarily, upper class of the society is
the big portion of the laptop market. Marketer can also attract
upper class of the society by proposing high quality and numbers of
feature by charging extra price. They can charge high price compare
to competitors by proposing same features to provide message
towards the upper class customers that purchasing DELL is part of
status.
3.1.3. Other Findings:
We have found some other information like source of information,
influential factors, and ranks based on consumer perceptions which
are described below: Most influencing factor at the time of
purchase Laptop
From our survey we found out that most of our participants are
influenced by friends (32%) at the time of purchasing Laptops.
Figure: Influencing factors of laptop market
The pie chart above has shown that 32% of our participants are
influenced by their friends to purchase the laptop productsand 24%
people are influenced by themself and 15% by marketing
activities.
Probable Strategy: DELL should maintain the level of quality to
satisfy their existing customers as they are the reference people
for them to the new potential consumers. DELL can launch special
package in the Friends Day. For example, if two friends buy two
laptops they will be provided PENDRIVE and SPECIAL SOFTWARE. They
can arrange case competition whereby the participant will be
provided special gifts if they suggest their friends. For creating
loyal customers DELL Laptops should focus on after sales service as
they can work as reference people if they become satisfied. As most
customers are spontaneously involved in purchasing DELL Laptops,
marketer can use classical conditioning by using the image of
expertise personality like MostofaJobbar associating DELL Laptops
in advertisement. They can also use Iconic Rote by proposing that,
We offer high processing ram. Dell can provide special training
program to sales personals for selling DELL Laptops. The highest
seller of the month will get a trip.
Source of knowing about DELL Laptop
From our survey result, we came to know that 33% of people heard
about DELL Laptops from their Friends/ Relatives and Associate, 20%
of the people got information from Websites and 17% from
Magazines.
Figure:Source of laptop market
Probable Strategy: DELL should maintain the level of quality to
satisfy their existing customers as they are the source of
information for new potential consumers which will work as the word
of mouth. DELL can offer special discount for siblings. They should
target different social networking sites and blog for their online
advertisement to grab online customer. DELL can develop their own
website which will be improved, informative and easily
understandable. They should regularly update their website. DELL
should target life style and technology related magazine for their
advertisement. They can buy full page magazine to isolate their
print ad. Their ad should contain more color as color is more
important than size. TV commercials can transmit very clear
information to people due to its movement and exposure.
Baskin-Robbins has to apply its classical conditioning ads more on
different TV channels.Rank based on Consumers Perception
Figure:Rank of favorite laptop
This chart has been developed based on consumers perception
about DELL Laptop. In developing this chart we have used a 5 Space
Ranking Tool. According to this chart, DELL has the highest
probability of being ranked no.1 which is strongly supported by the
consumers who favored it as their second choice.Probable Strategy:
As HP/Compaq is close to be Rank-1 according to consumers
perception, DELL should doSWOT analysis of HP/Compaq. DELL should
increase the life time of battery and after sales service in which
HP/Compaq is stronger than DELL. DELL should arrange seminar where
they will ask for advice about customization of DELL by providing
gift to the respondent.
3.1.4. Self-Concept:
PersonalityPersonality is the totality of the individuals
thought having reference to him as an object. This analysis shows
that the personal characteristics of those people who have taken
part in this survey.
Figure:personality of respondent.
From the table we can see that people who stand on average. They
tend to be more delicate, excitable, dominating, youthful and
formal. First, DELLhas to give persuasive advertisement by
highlighting all the features.This graph has been developed based
on consumers perception about themselves. We used a 5 space ranking
tool o measure those perception. In this graph, the more close the
rankings are towards rank 5 the more the surveyors are tend to be
Delicate, Calm, Submissive, Adult, and Informal. On the other hand,
the more close the ranks toward rank 1 states that the people are
tend to be more Rugged, Excitable, Dominating, Youthful, and
Formal. The ranks show the extremism of individual attributes.
Probable Strategy: As most of the customers of laptops are
Delicate, DELL can introduce persuasive ad in the Magazine as well
as Newspaper which is considered important media source for
delicate people. In the same time, delicate people are looking for
source reliability of advertisement. DELL can use reliable and
expertise celebrity endorsement for their advertisement like Saied
Akbar. Excitable people love colorful ads, excitable offering,
exciting events like sports. So DELL can introduce colorful ad,
exciting offering like buy one laptop get one Speaker free. DELL
can also sponsor the T20 game. As youth people love to follow
opinion leader, DELL can use the image of opinion leader like Dr.
Muhammad ZafarIqbal. As youth people fond of stylish and
fashionable case, DELL can offer stylish and fashionable case by
conducting research and development. As youth people are interested
in buying gaming and studio laptop, so DELL can offer those. DELL
can also arrange laptop fare by targeting youth people. Dell can
arrange seminar on IT revolution which can promote DELL. As formal
people are quality concerned rather than price, DELL can offer
quality features like durability, high configuration, and friendly
licensed operating system.
3.1.5. Psychological Factors:
Conditioning:Conditioning refers to learning based on
association of a stimulus (information) and response (behavior or
feeling). There are two basic forms of conditioned
learning-classical and operant.
Classical Conditioning: The process of using an established
relationship between a stimulus and response to bring about
learning of the same response to a different stimulus is called
classical conditioning.
UCR (Positive response/Emotion)UCS(Image of Dr. Muhammad
ZafarIqbal)
CS (DELL)CR (Conditioned Response)
UCS= Unconditional StimulusUCR= Unconditional ResponseCS=
Conditional stimulusCR= Conditioned ResponseFigure: Classical
Conditioning of DELL Laptop
Operant Conditioning: A response that is given reinforcement is
more likely to be repeated when the same situation arises in the
future. Reinforcement plays a much larger role in operant
conditioning than it does in classical conditioning. Since no
automatic stimulus-response relationship is involved, the subject
must first be induced to engage in the desired behavior. Then this
behavior must be reinforced. Operant conditioning often involves
the actual usage of the product.
DELL Laptop(special discount)Desired
Response(Consumption)Reinforcement(augmented features)Increases
Probability of Response to Stimulus
Figure: Operant Conditioning of DELL Laptop
Through operant condition DELL Laptop can grab more customers.
For example, they can introducespecial discount program in special
occasions. After purchasing DELL Laptop at special discount
consumer start liking for its augmented features. Then consumer
tend to buy DELL Laptop at full price whenever they demand for
laptop.3.2. MemoryMemory is the total accumulation of prior
learning experiences. It consists of two inter related components:
Short-Term Memory Long-Term MemoryShort-Term Memory:Short term
memory is that portion of total memory that is currently activated
or in use. It is often referred to as working memory. It is an
active, dynamic process not a static structure.Maintenance
Rehearsal:This is the application of short term memory. Maintenance
Rehearsal is the continual repetition of a piece of information in
order to hold it in current memory for use in problem solving or
transferable to long term memory.Strategy DELL can launch TV
commercial specially before IT related program and they can hire
space in front of IDB building, Manik Mia Avenue, Mohakhali
Flyover, in front of Ruposi Bangla to create repeated rehearsal in
their memory which will help to increase the likings of DELL
Laptop.Long-Term MemoryLong-Term Memory is viewed as an unlimited,
permanent storage. Long-Term Memory carries numerous types of
information such as concepts, decision, rules, process, affective
states and so forth. In case of long term memory product stays for
a long term and consumer can recall after a certain period of
time.Semantic Memory:Semantic Memory is the basic knowledge or
feelings about a concept. It represents the persons understanding
of an object or event at its simplest level.After hearing DELL
Laptop, the attributes come in the mind of the peopleareHigh
Status, Durability, High Price, High Memory. These attributes work
as semantic memory to the peoples mind. (According to our survey we
found 29% people saidHigh Status, 21% said Durability, 15% said
High Price, and 13% said High Memory come in their mind after
hearing the name DELL Laptop).
Semantic Memory/ Schema:It is what a consumer thinks and feels
when the brand name is mentioned. It is the source of personal
experiences and opinions through which customers can differentiate
DELL Laptop differently. DELL Laptop contains several
characteristics, usage situations, episodes and affective
reactions.While surveying the customers, we found several memory
events about DELL Laptop which are given below:
The Success of Dell, Inc.
a. Success Factor ProfileThe overall success of Dells usage of
information systems is apparent when an analysis of the companys
past and present performance is performed. The company has been
growing solidly since 1990. From 1992 to 1997, the company grew 30%
per year.
Over the last 13 years, Dell has grown from $389 million in net
sales to $35 billon[footnoteRef:1]. Net income rose from $149
million in 1990 to $2.12 billion in 2003. As the chart above
details, this growth has been almost uninterrupted. These figures
be attributed to many factors, yet the implementation of a clear
vision by senior and middle management, combined with an
IT-supported direct business model, are obvious reasons. [1: 1Jump
Company Research and Business Tool. World Market Watch, Inc.
http://www.1jump.com]
An analysis of Dells income over the last 13 years yields
similar conclusions. Growing from $5 million in net income to $2.2
billion proves the successful vision of the direct model. The only
drop in net income is largely due to aggressive price wars by every
vendor in the industry, combined with an economic turndown. Large
and small customers continue to buy PC Hardware direct from a
reputable vendor. An intense advertising campaign has increased
brand awareness. The top-rated support service by Dell and its
partners has given the company a positive view of the company.
As the link between an IT-enabled direct model and Dells company
success has been made, the major accomplishments by Dell can be
summarized:
Customer Integration: Allowing customers of all types to
customize the hardware and software on PCs purchased at Dell added
significant value to the purchasing experience. Creating an
interface for premiere customers to track purchases, create reports
based on purchase history, and access account support services made
Dell an attractive alternative for end users and corporations
alike.
Vendor Reduction and Integration: Cutting the number of
component vendors allowed a much more streamlined process of
contract negotiations between Dell and its suppliers. Allowing
suppliers to interact with Dell, check the going rate of component
bidding, and forecast Dells inventory needs made Dells relationship
with its suppliers far more interwoven.
Process Outsourcing: Dell wisely outsourced many of its
non-critical processes to outside vendors. It chose top-quality
partners in service and support, allowing customers to get
door-to-door customer support or product replacement.
Increased Product Line: Expansion into PC-related product lines
has allowed Dell to move into many of the emerging niche markets.
New products, including PDAs, digital audio players, and PC
peripherals has allowed Dell to maintain revenue growth, increase
brand awareness, and further exploit the cost advantages to selling
products directly.
Process reengineering: Dell redesigned the PCs they made in
order to increase the effectiveness of their fabrication personnel.
Ideas that made for shorter build time include: redesigning the
system so that only five different types of screw are used, using
shorter cable lengths for ease of assembly, using fiber optics for
PC software downloads, and reducing the number of PC touches by
humans 50%.
To conclude, many of the actions taken by management in the name
of building customer and supplier relationships, and increasing
production efficiencies, have yielded positive results. These
undertakings by senior management have enabled Dell to consistently
compete in one of the most competitive markets in the world.
b. Have the Above factors Properly Positioned Dell for the
Future?
Analysts estimate that 300 million PCs will be shipped, on an
annual basis, by 2010[footnoteRef:2]. While that number roughly
doubles the total market for computers in the year 2003, the
average revenue per unit will continue to fall. This fact, and a
continuation of aggressive price strategies by major worldwide PC
vendors, leaves the future uncertain for everyone in this market.
[2: Study: Future PC sales growth to be jagged
http://sanjose.bizjournals.com/sanjose/stories/2002/05/06/daily20.html]
While Dell has taken great strides in positioning themselves to
lead the PC industry in inventory velocity, production
efficiencies, and partner relationships, it can be counted on that
major competitors will take similar actions to even the playing
field. Dell has wisely moved into other PC-related product markets,
in an effort to maintain revenue growth and brand awareness. The
ability for Dell to acknowledge and compete in emerging niche PC
component markets is absolutely critical to their ability to
maintain the type of performance the company has enjoyed over the
last 13 years. However, any missteps by moving into unprofitable
market segments can seriously jeopardize the future sustainability
of the direct model. In conclusion, Dell has enjoyed a tremendously
positive trend in growth for the least 10+ years. Today the company
ranks as the #1 global vendor of PC systems. The future is bright
for Dell, so long as the company is able to focus on new profitable
markets that customers are willing to buy direct from a vendor.
The Role of Telecommunications in Supporting Information Flows
at Dell
Value to Customer Analysis: Dell, Inc.
Dell was convinced the internet and information systems could
make
Strategic Option Generator For Dell, Inc.