title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ Ð² ÑÑÐµÑÐµ ÑÑÐ»ÑÐ³
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Development of consumer behavior research methods
Creators: name: ÐÐ¾Ð½ÐµÑ, Ð®Ð»Ð¸Ñ
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2020
Subjects: Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ðµ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ
Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³
ÑÑÑÐ°ÑÐµÐ³Ð¸Ñ
ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸
Â«ÐÐµÐ½ÑÐ°Â»
conduct of consumer
marketing
strategy
development of methodology
âLentaâ

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: Â«Â«Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ Ð² ÑÑÐµÑÐµ ÑÑÐ»ÑÐ³Â»Â».
ÐÑÐµÐ´Ð¼ÐµÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ â Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ðµ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ ÑÐµÑÐ¸ Ð¼Ð°Ð³Ð°Ð·Ð¸Ð½Ð¾Ð² Â«ÐÐµÐ½ÑÐ°Â».
ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ Ð² ÑÑÐµÑÐµ ÑÑÐ»ÑÐ³. ÐÐ°Ð´Ð°ÑÐ¸, ÐºÐ¾ÑÐ¾ÑÑÐµ ÑÐµÑÐ°Ð»Ð¸ÑÑ Ð² ÑÐ¾Ð´Ðµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ:
1. Ð¾Ð·Ð½Ð°ÐºÐ¾Ð¼Ð»ÐµÐ½Ð¸Ðµ Ñ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ð¼Ð¸ Ð°ÑÐ¿ÐµÐºÑÐ°Ð¼Ð¸ Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ;
2. Ð°Ð½Ð°Ð»Ð¸Ð· Ð¾ÑÑÐ°ÑÐ»Ð¸ ÑÐ¾Ð·Ð½Ð¸ÑÐ½Ð¾Ð¹ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸ Ð¿ÑÐ¾Ð´ÑÐºÑÐ°Ð¼Ð¸ Ð¿Ð¸ÑÐ°Ð½Ð¸Ñ;
3. ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ð¸ Ð¿Ð¾ ÑÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐ°ÑÐµÐ³Ð¸Ð¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Â«ÐÐµÐ½ÑÐ°Â»;
4. ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ Ð¸Ð·ÑÑÐµÐ½Ð¸Ñ Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ Ð² ÑÑÐµÑÐµ ÑÑÐ»ÑÐ³;
5. ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ°Ð½Ð¸Ð·Ð¼Ð° ÑÑÐµÑÐ° ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ð¾ÑÐµÐ½ÐºÐ¸ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Â«ÐÐµÐ½ÑÐ°Â»;
Ð Ð°Ð±Ð¾ÑÐ° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð¾ÑÑÐ°ÑÐ»Ð¸ ÑÐ¾Ð·Ð½Ð¸ÑÐ½Ð¾Ð¹ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸ Ð¿ÑÐ¾Ð´ÑÐºÑÐ°Ð¼Ð¸ Ð¿Ð¸ÑÐ°Ð½Ð¸Ñ Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÐÐÐ Â«ÐÐÐÐ¢ÐÂ», Ð³Ð´Ðµ ÑÐ¾Ð±Ð¸ÑÐ°Ð»Ð°ÑÑ Ð·Ð½Ð°ÑÐ¸ÑÐµÐ»ÑÐ½Ð°Ñ ÑÐ°ÑÑÑ ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð°: ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð¾ÑÑÐ°ÑÐ»Ð¸ ÑÐ¾Ð·Ð½Ð¸ÑÐ½Ð¾Ð¹ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸, Ð°Ð½Ð°Ð»Ð¸Ð· ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ½ÑÑ Ð¿ÑÐµÐ¸Ð¼ÑÑÐµÑÑÐ²Ð° ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Â«ÐÐµÐ½ÑÐ°Â», Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐµÐºÑÑÐµÐ¹ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐ°ÑÐµÐ³Ð¸Ð¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð½Ð¾Ð¹ ÑÑÑÐ°ÑÐµÐ³Ð¸Ð¸.
Ð ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ Ð±ÑÐ»Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð° Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ° Ð¾ÑÐµÐ½ÐºÐ¸ Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ Ð² ÑÑÐµÑÐµ ÑÑÐ»ÑÐ³ Ñ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸ÐµÐ¼ ÑÐµÑÑÑÑÑ Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÐ¾Ð²: Ð¼ÐµÑÐ¾Ð´ Ð°Ð½ÐºÐµÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ, Ð¼ÐµÑÐ¾Ð´ Ð¢Ð°Ð¹Ð½Ð¾Ð³Ð¾ ÐÐ»Ð¸ÐµÐ½ÑÐ°, Ð¼ÐµÑÐ¾Ð´ ÐºÐ½Ð¸Ð³Ð¸ Ð¾ÑÐ·ÑÐ²Ð¾Ð², Ð¼ÐµÑÐ¾Ð´ NPS. ÐÐ¾ÑÐ»Ðµ ÑÐµÐ³Ð¾ Ð±ÑÐ»Ð° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐ° Ð¿Ð¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ñ ÑÐµÑÐ¸ Ð¼Ð°Ð³Ð°Ð·Ð¸Ð½Ð¾Ð² Â«ÐÐµÐ½ÑÐ°Â». ÐÐ° Ð¾ÑÐ½Ð¾Ð²Ðµ Ð¿Ð¾Ð»ÑÑÐµÐ½Ð½Ð¾Ð¹ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸ Ð±ÑÐ» ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½ Ð¼ÐµÑÐ°Ð½Ð¸Ð·Ð¼ ÑÑÐµÑÐ° ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ð¾ÑÐµÐ½ÐºÐ¸ Ð² Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ.
description: Theme of the final qualification work: âDevelopment of a methodology for studying consumer behavior in the service sectorâ.
The subject of the study is the consumer behavior of the Â« Lenta Â» chain of stores.
This work is devoted to the development of methods for studying consumer behavior in the service sector. The study solved such tasks:
1. familiarization with the theoretical aspects of consumer behavior
2. analysis of the food retail industry;
3. development of a proposal to improve the economic strategy of the company "Lenta";
4. development of a methodology for studying consumer behavior in the service sector;
5.development of a mechanism for recording the results of evaluations at Lenta;
The work based on the analysis of the food retail industry on the example of the company "LENTA", where a significant part of the actual material was collected: the results of the analysis of the retail industry, the analysis of the competitive advantages of the company "Lenta", the analysis of the current economic strategy of the company, as well as the development of an improved strategy.
As a result, it was a methodology developed for assessing consumer behavior in the service sector using four tools: the questionnaire method, the Mystery Client method, the feedback book method, and the NPS method. Then an assessment was made of consumer behavior of the Â«LentaÂ» chain of stores. Based on the information received, a mechanism developed for taking into account the results of evaluations in the enterprise.