Nama Pelajar No. MatrikNurul Aishah Bte Nyordim 173411Majidah Binti daman Nuri 177886Chew Ya Wen 180955Siti Nur Aqilah 180988

Mohamad Fameer Fikri B. Mohd Rodzi 180914

PSP 3001 PENGENALAN SAINS PENGGUNA“PENDAYAUPAYAAN PENGGUNA MALAYSIA”

( CONSUMER EMPOWERMENT )

Pensyarah : Prof. Madya Sarifah Azizah Binti Haron

What is Consumer

Empowerment?

Can be seen from several aspects such as:

• Culture model• Discursive model• Consumer sovereignty• Field of ICT

Interest Of Consumer Empowerment

1. Responsibility to know about

their right

2. Responsiveness to change in the

marketplace.

3. Increased service

inovation

4. As the ehancement of quality of care

5. Customer Satisfaction

RESPONSIBILITY & KNOW ABOUT THEIR RIGHT

1.The right to choose2.The right to safety3.The right to be

informed4.The right to be

heard and the right to voice

5.The right to redress or remedy

6.The right to environmental health

7.The right to service8.The right to

consumer education

RESPONSIVENESS TO CHANGEIN THE MARKETPLACE

Consumer choices are driven by prices. As price goes up, the quantity that consumers demand goes down. This correlation between the price of goods and the willingness to make purchases is represented clearly by the generation of a demand curve

The causes of consumer

dis-empowerment

They can be summed up which is:

1. Imperfect knowledge

Consumer ‘imperfect knowledge’ is driven by the many hurdles and obstaclesconsumers face when attempting to find, sift, understand and use the informationthey need to make better decisions.

- The factors drive imperfect knowledge :a) Information accessb) Trustc) ‘Predictable irrationalities’d) Cognitive overload

2. InertiaOften, consumers fail to take actions which could benefit them. Key factorsdriving inertia include:

a) Competition for time, energy and attentionb) Learned helplessnessc) Confidence and competence

3. Impotence

Successful impotence busting initiatives therefore need to:

-Explicitly engender a sense of confidence and empowerment;

Evolution of Consumer

Empowerment

TECNOLOGY

-new proposals to ensure are given richer more relevant information about the good and services.-enabling consumer to access an use data held about them by businesses “my data”

The Role of Enabling Environment That

Enhances The Consumer Empowerment

1.Government3.Governemnt

Policy on Consumer Protection

2.Legislation and Law Enforcement

ConclusionThe consumer empowerment landscape is changing.Traditional approaches to consumer empowerment, with their focus on consumerrights, consumers’ understanding of these rights, and consumer education has hadlimited effect. This is for two reasons.

1) They have been based on flawed assumptions about the drivers ofconsumer behaviour and behaviour change. For example, policies based onthe assumption that consumers are or should be ‘rational economic men’provide no room for the often over-riding power of inertia in day-to-dayconsumer behaviours.

2) The tools and services needed to enable effective consumer empowermentdid not exist.