Videos 2026-27

Videos for Better Comprehension

Module 1: Introdution to Consumer Behaviour

Meaning, definition, and need for Consumer Behaviour, consumer and customer, Buyers and users, Industrial buyers v/s organization buyers and consumer (features only), Consumer Behaviour Models – Economic, Psychological, Input-process-output, Howard-Sheth and Industrial buying Behaviour Models. Consumer research process-Understanding consumer through Research process.

1. What is Consumer Behavior? (With Real World Examples) | From A Business Professor

2. Consumer Behaviour Explained in 10 Min! | Definition, Importance, Types, Methods

3. Organizational Buyer Behaviour (1)

4. Consumer Decision-Making Process (With Examples) | From A Business Professor

5. Comparison Between Organizational Buying & Consumer Buying, Buying Roles

6. Models of consumer behaviourI Economic,psychological,pavlovian Model with examples(car,clothing,dog) (with Hindi now and then)

7. Consumer Behaviour Models with detailed Examples - Simplest explanation ever - very good

8. Economic Model of Consumer Behaviour

Module No.2: Consumer Behaviour Determinants 

The use of Maslow's Hierarchy of Needs in Business - Simplest explanation

Module No. 3: Consumer Decision-Making Process 

1. Consumer Decision-Making Process (With Examples) | From A Business Professor

2. The Consumer Decision Making Process explained! | Marketing Theories

3. Consumer Decision Making Process Explained | Consumer Buying Process

4. Consumer Behaviour Models with different company examples

5. Consumer Behaviour Models with detailed Examples - Simplest explanation ever

6. Factors Influencing Organisational Buying Behaviour||Environmental||Organisation||Group||UNIT-1

Module 4: Customer Relationship Management (CRM)

1. What is CRM? | Customer Relationship Management | Types, Software, Factors, Benefits #crm

2. What Is CRM? | Introduction To CRM Software| CRM Projects For Beginners | CRM 2022 | Simplilearn

3. Customer Relationship Management : EXPLAINED

Timetable 2026-27: Matter Discussed

Timetable 2026-27

Consumer Behaviour for  III BBA - Classes - Matters Discussed

Class hours: 

Monday: 10.15-11.10 AM
Tuesday: 11.15 AM to 12.10 PM
Wednesday: 10.15-11.10 AM
Thursday: 10.15-11.10 AM

Class Rep: Preksha Gowda, 918756 1751
                    Manu Pratap:       

Classes taken - Course plan

Module No. 1: Introduction to Consumer Behaviour 

Class         Date                                         Topic

1. 21 July 2026       General Introduction to Consumer Behaviour

2. 23 July 2026        Meaning, definition,  importance, consumer, buyer, seller, user       

3. 24 July 2026

4. 25 July 2026        Consumer behaviour models, meaning, Economic Model of Consumer Behaviour  

5. 27 July 2026        Psychological Model of Consumer Behaviour, Input–Process–Output Model 

6. 28 July 2026        Howard–Sheth Model, Industrial Buying Behaviour Model 

7. 29 July 2026        Consumer Research Process, Understanding consumer through Research process

Module No.2: Consumer Behaviour Determinants 

8. 30 July 2026        Factors influencing Consumer Behaviour-Internal factors-Needs & Motivations 

9. 03 August 2026    Perception, Personality, Lifestyle 

10. 04 August 2026    Values, Learning, Memory 

11. 05 August 2026    Beliefs and Attitudes, External Factors Influencing Consumer Behaviour, Culture,                                         sub-culture, social class, reference groups 

12. 06 August 2026  Opinion Leadership, Dynamics of Opinion Leadership Process, 1. Motivation Behind                                     Opinion Leadership

13. 10 August 2026    Family, Person’s Age, Life cycle stage 

14. 11 August 2026    Occupational and economic circumstances.

15. 12 August 2026    Relationship Between Occupation and Economic Circumstances

16. 13 August 2026     Major Economic Factors Influencing Consumer Behaviour

Module No. 3: Consumer Decision-Making Process 

17. 17 August 2026    Introduction to Consumer Decision-Making Process, Steps in the consumer decision process

18. 18 August 2026    Purchase behaviour,

19. 19 August 2026    Step 5: Post-Purchase Behaviour, Importance of Post-Purchase Behaviour

20. 20 August 2026    Elements of the Diffusion Process

21. 24 August 2026     Consumer Categories in the Diffusion Process

22. 25 August 2026    Placement job drive    

23. 27 August 2026    Revision for the Internal assessment 

24. 31 August 2026     Internal Assessment Exams

25. 01 September 2026    Internal Assessment Exams

26. 02 September 2026    Internal Assessment Exams

27. 03 September 2026    Consumer Categories in the Diffusion Process

28.  07 September 2026  Elements of the Diffusion Process, Consumer Categories in the Diffusion Process

29. 09 September 2026    PART I – LEVELS OF CONSUMER DECISION-MAKING

30. 10 September 2026    2. Limited Problem Solving (LPS)

31. 15 September 2026    PART II – MODELS OF CONSUMER DECISION-MAKING

32. 16 September 2026    Relationship Between Levels and Models; Key Factors Determining the Level                                              of  Consumer Decision-Making 

Module III.I Industrial Buying

33. 17 September 2026     Industrial buyer decision-making process; Factors Influencing Industrial Buying

34. 21 September 2026 Factors Influencing Industrial Buying, environmental factors, organizational factors

35. 22 September 2026     Interpersonal factors, Individual factors, 

Module IV: Customer Relationship Management

35. 23 September 2026 CRM, meaning, objectives, elements, types of CRM, importance of CRM, customer satisfaction, factors affecting customer satisfaction, customer delight, 

36. 28 September 2026 Why Customer Delight is Important, Customer Satisfaction and Loyalty, Monitoring Customer Satisfaction, Methods of Monitoring Customer Satisfaction, measuring customer satisfaction,  Relationship Between CRM, Satisfaction and Delight

37. 29 September 2026    SERVQUAL & GAP model,  advantages, limitations 

38. 01 October 2026    GAP Model of Service Quality, introduction, model, concept, five dimensions, advantages, limitations 

39. 05 October 2026    Upskilling Sessions

40. 06 October 2026    Upskilling Sessions

41. 07 October 2026    Upskilling Sessions

42. 08 October 2026    Upskilling Sessions

43. 12 October 2026    Basic customer satisfaction survey tools - Customer Care and Customer Service Practices,  Importance of Customer Care and Customer Service, Customer Service Practices

44. 13 October 2026     Role of Frontline Employees in Customer Service, How Should Frontline Employees Handle Customer Queries? Essential Skills Required by Frontline Employees

45. 22 October 2026    Sources of Consumer Dissatisfaction; Dealing with Consumer Complaints. CRM process, Role of CRM in customer satisfaction, Conclusion

Module No. V: Consumerism

46. 27 October 2026: Concept of Consumerism; Consumerism in India; Reasons for the Growth of Consumerism in India.  

47. 28 October 2026: Consumer Responsibilities; Difference Between Consumer Rights and Consumer Responsibilities; Role of Government, NGOs and Consumer Organizations in promoting consumer awareness

48. 02 November 2026: Role of NGOs in Promoting Consumer Awareness; Role of Consumer Organizations in Promoting Consumer Awareness; Difference Between Government, NGOs and Consumer Organizations;

49. 03 November 2026: Consumer Protection Act, 1986; Consumer Protection Act, 2019; Consumer Dispute Redressal Agencies

50. 05 November 2026: Procedure for Filing Consumer Complaints; Overview of Consumer Protection in the Digital Era.

51. 09 November 2026: Role of Government in Digital Consumer Protection;  Challenges of Consumer Protection in the Digital Era

Syllabus: Consumer Behaviour

Name of the Program: Bachelor of Business Administration(BBA)

Course Code: MM1

Name of the Course: Consumer Behaviour

Course Credits: 4.  No. of Hours per Week: 4. Total No. of Teaching Hours: 56

Pedagogy: Classroom lectures, Case studies, Tutorial Classes, Group discussion, Seminar & field work

etc.,

Syllabus: Hours

Module No.1:Introduction to Consumer Behaviour 12 Hours

Meaning, definition, and need for Consumer Behaviour, consumer and customer, Buyers and users, Industrial buyers v/s organization buyers and consumer (features only), Consumer Behaviour Models – Economic, Psychological, Input-process-output, Howard-Sheth and Industrial buying Behaviour Models. Consumer research process-Understanding consumer through Research process.

Module No.2: Consumer Behaviour Determinants 12 Hours

Factors influencing Consumer Behaviour-Internal factors-Needs & Motivations, Perception, Personality, Lifestyle, Values, Learning, Memory, Beliefs & Attitudes. External factors - Culture, Subculture, Social Class, Reference Groups, Opinion leadership, dynamics of opinion leadership process, The Motivation behind opinion leadership, Family, Person’s Age, Life cycle stage, Occupational and economic circumstances.

Module No. 3: Consumer Decision-Making Process 10 Hours 

Steps in Consumer Decision Process, The Diffusion Process-The adoption process-levels of consumer decision making-Models of consumer decision making. Industrial buyer decision-making process and factors influencing Industrial buying.  

Module No. 4: Customer Relationship Management 10 Hours 

Customer Satisfaction Vs Customer Delight - Monitoring and measuring customer satisfaction - SERVQUAL & GAP model, Basic customer satisfaction survey tools - Customer Care and Customer Service Practices – meaning, importance, and role of frontline employees in handling customer queries.  Sources of Consumer Dissatisfaction; Dealing with Consumer Complaints. CRM process, Role of CRM in customer satisfaction. 

Module No. 5: Consumerism 12 Hours 

Concept of Consumerism; Consumerism in India; Reasons for the Growth of Consumerism in India.  Consumer Rights and Responsibilities. Role of Government, NGOs and Consumer Organizations in promoting consumer awareness. 

Consumer Protection Act 1986 and 2019 – objectives and features. Consumer Dispute Redressal Agencies – District, State and National Commissions(Structure only); procedure for filing consumer complaints, 

Overview of Consumer Protection in the Digital Era. 

Skill Development Activities: 

1) Observe consumer behaviour in a retail store/ mall/ service outlet and record buying patterns and factors influencing purchase decisions.  

2) Identify buyers, users, and decision-makers for selected products or services (e.g., smartphones, family car, or household appliances). 

3) Analyze the influence of internal factors such as motivation, lifestyle, and attitudes on consumer buying behaviour for products like apparel, electronics, or food. 

4) Study the impact of external factors such as family, culture, and reference groups on consumer purchase decisions. 

5) Trace the stages of the consumer decision-making process for a high-involvement product or service 

(e.g., laptop, insurance, or higher education course). 

6) Design a simple customer satisfaction questionnaire and identify possible sources of customer 

dissatisfaction. 

7) Prepare a short presentation/ poster on consumer rights and responsibilities and discuss issues like 

misleading advertisements and unfair trade practices. 

Books for Reference: 

1. Leon. G. Schiff man & Leslve Lazer Kanuk; Consumer behaviour; 6th Edition; PHI, New Delhi, 2000. 
2. Suja.R.Nair, Consumer behavior in Indian perspective, First Edition, Himalaya Publishing House, Mumbai, 2003. 
3. David.L.Loudon &Albert J.Bitta; Consumer Behaviour; 4th Edition, Mcgraw Hill, Inc; New Delhi,1993. 
4. Ramaswamy and Namakumari, Marketing Management Global Perspective Indian Context, Chapter 12, Fifth Edition 
5. Assael Henry; Consumer behavior and marketing action; Asian Books (P) Ltd, Thomson learning, 6th Edition; 2001. 
6. JayD. Lindquist& M.Joseph Sirgy, Shopper, Buyer and Consumer Behaviour, 2003.  Blackwell; Consumer Behaviour, 2nd Edition. 
7. S. A. Chunawalla: Commentary on Consumer Behaviour, HPH. 
8. Sontakki; Consumer Behaviour, HPH. 
9. Schiffman; Consumer Behaviour, Pearson Education. 

 Note: Latest edition of reference books may be used. 

Course Objectives:

1) To introduce students to the basic concepts, importance, and applications of consumer behaviour in marketing.

2) To help students understand the internal and external factors influencing consumer buying behaviour.

3) To explain the consumer decision-making process and the role of opinion leaders and adoption patterns.

4) To develop understanding of customer satisfaction, service quality models, and complaint handling mechanisms.

5) To create awareness about consumerism, consumer rights, and ethical marketing practices in India.

Course Outcomes:

On successful completion of the course, the Students will be able to:

a) Explain the basic concepts and importance of consumer behaviour in marketing.

b) Identify and describe internal and external factors influencing consumer buying decisions.

c) Outline the stages of the consumer decision-making process and the role of opinion leaders.

d) Evaluate customer satisfaction using basic service quality and feedback tools.

e) Recognize consumer rights, consumerism, and ethical issues in marketing practices.