Customer Behaviour Change during COVID-19 Global Pandemic: Rise of Online Shopping and Delivery Options

Is customer behaviour change during
COVID-19 Global pandemic
prevailing a rise of online shopping
and delivery options

Table of Contents
TITLE:.............................................................................................................................................3
CHAPTER 1: INTRODUCTION AND RESEARCH BACKGROUND.......................................3
Introduction............................................................................................................................3
Background of the research....................................................................................................3
Rational of research................................................................................................................4
Research aims.........................................................................................................................4
Research objectives................................................................................................................4
Research question...................................................................................................................4
CHAPTER 2: LITERATURE REVIEW.........................................................................................5
Factors that impact the rise in online shopping and customer’s behaviour............................5
Factors impacting the rise in online shopping and delivery options......................................7
Impacts of online shopping on the retail industry..................................................................8
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................10
Research Onion....................................................................................................................10
Questionnaire........................................................................................................................12
CHAPTER 4: FINDINGS, DISCUSSION & ANALYSIS (1400)...............................................14
Frequency Distribution Analysis..........................................................................................14
CHAPTER 5: CONCLUSION & RECOMMENDATIONS (500)...............................................15
Conclusion............................................................................................................................15
Recommendations................................................................................................................15
REFERENCES..............................................................................................................................16
APPENDIX....................................................................................................................................18
Questionnaire........................................................................................................................18

TITLE:
“Is customer behaviour change during COVID-19 Global pandemic prevailing a
rise of online shopping and delivery options”
CHAPTER 1: INTRODUCTION AND RESEARCH BACKGROUND
Introduction
The aim of present research is “To examine the customer behaviour, change during
COVID-19 Global pandemic, prevailing a rise of online shopping and delivery options”. E-
commerce is a wider zone where numerous of businesses and different types of occupation exist.
The changing environment and business world have introduced huge improvements in market
and one of its result is e-commerce and online shopping. During the whole COVID-19 pandemic
the importance and need of the same have changed and reached to an another level with
upscaling graph of revenues. E-commerce have brought varied types of updates and upgrades in
separate sectors and areas of an administration. One of its product is online shopping by which
anything and everything can be bought online with the help of internet and appropriate
technological support. During present situation of global pandemic of COVID-19, online
shopping and e-commerce have provided explicit support to different sectors, one of them is
retail sector. The consumer behaviour is impacted around the world due to COVID-19 and
people now feel more safe to stay at home rather than going out and choose to shop online of all
the goods and services they need in their day to day lives for leading a safe life.
Background of the research
The work conducted and performed below will be covering several areas to identify and
explore about the chances took place amongst the consumer behaviour in the present COVID-19
situation as it has become a concerning aspect for businesses today. The research will be
beginning with collection of secondary data and information from wide sources about the
evolution took place in the retail industry and operations during COVID-19. As well as,
concentration was placed on the behaviours of consumers have evolved and moved towards
online shopping and e-commerce options to make purchases. Moving along primary research
methods will be used in the research project by using questionnaire as a mean to gather the
opinions of individuals and their preferences. The use of research methodology is made for
taking appropriate and useful approaches and completing the investigative work effectively.

Once the data is collected then analysis will be made by comparison of primary and secondary
research options for studying the results effectively and efficiently. At last, in the end of the
project a conclusion and certain recommendations will be provided too.
Rational of research
The research revolves around the topic of changes and evolution brought in by the global
pandemic of COVID-19 in the consumer behaviours and its impacts imposed and increasing
online shopping with evolving trend. The research will be a huge help in determining and
identifying the most influencing factor which led the public towards e-commerce and rapid
increase took place in online shopping orders and revenues. Along with it the research will be
helpful in understanding the market and the development or the change been taking place in it
related to trends of demand and supply of goods, likeliness of purchasing goods and services and
many more. Moving along there are several options to make research which is available to the
researcher for taking appropriate steps and make the best outcomes of their investigation and
present it with enough evidences.
Research aims
“The aim of present investigation is “To examine the customer behaviour, change during
COVID-19 Global pandemic, prevailing a rise of online shopping and delivery options.”
Research objectives
 To analyse the factors that impact the rise in online shopping and customer’s behaviour.
 To identify the factors impacting the rise in online shopping and delivery options.
 To analyse the impacts of online shopping on the retail industry.
Research question
“Is customer behaviour change during COVID-19 Global pandemic, prevailing a rise of
online shopping and delivery options?”

CHAPTER 2: LITERATURE REVIEW
Literature review is a source of collecting information and it belongs to the secondary
research category. A literature review is a secondary research option in which opinions of several
authors and researcher that has expertise in the field and hold appropriate knowledge of the topic
of the research. The use of literature review enables the investigator to collect data and sort them
according to their need and requirements. Alongside use the most relevant information for
making conclusions at the end of the research. Hence, for this research the first research sources
used is literature review as a secondary resource of data collection. It is helpful in gathering
enough amount of knowledge in regards to rise in e-commerce and online shopping in COVID-
19 period and the evolving consumer’s behaviours.
Factors that impact the rise in online shopping and customer’s behaviour.
According to the views of Relie (2021), behaviours and decisions of online shoppers that
is consumers buying good through internet and e-sources is speculative. This means and
represented that it is difficult to enter the mind of an online shopper and make predictions of
their behaviours as well as shopping decisions. The author has also defined that the online
consumer behaviour is a complicated phenomenon which is not easy to identify and analyse
easily by the researchers. The major element which makes it tough for investigators to make
presumptions and determine the aspects of online shoppers for attracting them is Psychological
state of consumers. The author has also made emphasis on other aspects which affects the
purchasing decisions and choice of products are demographics, channel knowledge and last
one is shopping orientations. But there are several other smaller factors too which imposes
influence over the customers and lead them towards making purchases through online portals
and means. Some of these factors are as follows which have cause the rise in e-commerce and
motivated its trend to flourish and ease out the buyers by fulfilling their needs and addressing
their preferences.
To beginning with the first and the foremost factor is of Convenience and Ease online
shopping option offer to the shopper. The best use of this service is buying goods through few
clicks and making purchases with the help of internet and local technological support. The
customers have seen the urge for staying home in difficult time of COVID-19 and the
seriousness of the pandemic. Thus, the ease and comfort of online shopping led towards making

it it their first choice to buy good online for being safe and fulfilling their day to day
requirements. Along with it, comfort of buying products and services anytime from anywhere for
anyone is also a major aspect of success of e-commerce and online shopping. Moving along
another additional factor which contributes to the favourableness of comfort option of online it
shopping is easy cancellation and returns of orders if the customers do not need the product or
ordered the products by mistake.
The next favourable component which suited the use of online shopping and makes it
popular in the market with influencing the consumer behaviours and shopping styles is Time.
The cost and time involved in making purchases online is very less and convenient. This is
another key aspect which drags the attention of buyers. During the COIVD-19 pandemic this
time factor was reduced as people do not need to wait in long queues for billing their purchase or
to make payments. This adds another aspect of social distancing and safeguarding people to
come in close contact. Thus, at the time of COVID-19 pandemic the public was inclined towards
making purchases through internet and this gave rise to the industry. When the other sectors like
hospitality were drowning and economies were leading towards recession the retail sector was
supported through online shopping and favourableness of customers to it.
The third favourable force which is supporting and influencing the growth of e-commerce
and online shopping is Flexibility, Availability and Tracking. The first component is flexibility
involved in making online purchases for the customers. People have all the access to all the
required information for making purchase decision. As well as they can even make comparison
of different products of same category without any hustle. Moreover, the availability factor
during COVID-19 due to hindrances in imports and exports was a major concern for shoppers.
Hence, with the help of online shopping and easy transactions of purchases the problem of
availability was resolved and turned it into a supporting factor for tuning the customer
behaviours towards it. The customer’s do not need to wait in long queues for products and leave
without making any purchase as well as break the social distancing norms as they can receive
proper notifications and updates related to products. Along with it, the tracking aspects changed
the scenario and decisions of buyers too. With easy follow up of delivery of their ordered goods
and materials for which they have paid or will be paying later on according to their preferred
payment options. The buyers can keep proper track of their parcel's delivery like the date, time
and by whom it is being delivered to their preferred location or the address.