Abstract
M.Comm. (Business Management)
The overall goal of this short dissertation is to investigate the influence of Facebook on the consumer decision-making process of students at a comprehensive university. The five phases of the consumer decision-making process will be atthe core ofthis study; (1) Problem recognition, (2) Information search, (3) Evaluation of alternatives, (4) Purchase, (5) Post-purchase. Included inthe study is the profile of consumers who use Facebook, the general trends surfacing from the use of online activities, an investigation into each of the five phases mentioned that contribute to the influence Facebook exerts. And ultimately, indicating that Facebook has various degrees of influence ornoinfluence on the different phases inthe consumer-decision making process.
This study, through a self administered drop-off questionnaire whose valid respondents (total of 325 respondents), provided information about the respondents' demographic profile, online activities and behaviour along the five phase consumer decision-making process. As the topic of this study was about the usage of Facebook, the sample set qualifier was that having a Facebook profile was a prerequisite.
The statistical techniques used in the study were based on descriptive analysis which enabled the analysis of the data with regard to the relationship of the variables whereby the data was easily summarised and understood. The other statistical technique used was factor analysis whereby the reliability and validity of the data was verified and further relationships between the variables were examined.
The findings indicate that respondents exhibited actions influenced by Facebook in the first two phases of the decision making process (Problem recognition and Information search), than was evident in the remaining three phases. This framework provides the basis forfurther investigation into the influence of Facebook in the areas of problem recognition and information search and provides the opportunity for marketers to position themselves in a way that will address the two phases bybeing present on the Facebook platform.