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

This research aims to examine the customer behaviour change during the COVID-19 pandemic, specifically the rise of online shopping and delivery options. It explores the factors impacting online shopping and its impacts on the retail industry. The research includes a literature review, research methodology, findings analysis, and conclusion with recommendations.

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.

Factors impacting the rise in online shopping and delivery options.
In view of Sakovich (2021), it is stated that e-commerce is rising and experiencing a very
significant surge in its dealings as customer base is increasing online and their decisions related
to their purchase is more favourable towards online shopping. The author has explored and
discussed some of the major aspects which have impacted on increasing the likeliness of online
shopping by showing the influence over the customer behaviours. The author has discussed
briefly the development of electronic commerce that is e-commerce. The discussion shows that
e-commerce has evolved and matured from an inconspicuous invention to a global industry
earning dollars and having multinational status. The industry is very common and likely used by
several individuals around the globe with concentration on making the products available to all
in the very best manner and with ease.
As per the author that is Sakovich (2021) there are numerous important factors which
contribute to the success and development of e-commerce and influencing the rise in online
shopping and deliveries. These factors are elaborated in the article beginning with Digital
Transformation Era. With changing and evolution taking place the emergence of technology
and its increasing traction over the last decade the digital transformation is becoming the
pervasive and penetrates every business amongst different industries and separate economies.
Not just businesses the digital transformation have evolved and brought betterment in day to day
lives of people. This has changed their routines imposing direct impacts over their decisions in
making purchase and leading to rise in online shopping and deliveries which is another factor
that caused rise in online shopping and deliveries trend to grow.
Another aspect is of Mobility which is introduced through smartphone and smart
technologies. The development and invention of smartphones, tables, smart laptops and many
other gadgets and devices were also significant triggering points for e-commerce and evolution
of online shopping. Smart devices like mobiles, tablets and laptops have certain shopping
applications which they can install in their systems. These shopping applications are developed
and results in obvious benefits for all users and customer’s. All the industries have their access to
online portals and have developed their applications which are then becomes an easy and
informed source for customers to make purchases and fulfil their needs as per their requirements
and agendas to accomplish. Thus, these application brought mobility and several obvious

benefits to buyers along with an opportunity to search for the best offerings available in market,
make comparisons and place orders as per their ease and comfort zone.
Moving along the next factor, which attracts customers and made them comfortable with
e-commerce and online shopping is Advanced Customer Experience. The internet and use of
social platforms for making purchases have earned huge respect and trust of people. On top of it
the consumers also have the opportunity to make their purchase flexibly when they want it, with
easy repayment options, returns and cancellation. The customer care service providers of
different applications are very well trained and are always present to support all the buyers and
users. The availability of services of internet and shopping applications for 24*7 and for 365
days, add value to the customer experience. This presents the outcomes which leads to rise in e-
commerce and online shopping with increased revenues and popularity of e-business. The time
saving factor also adds up to the customer experience and seal future purchases as well with the
client by making them long term purchaser.
Impacts of online shopping on the retail industry.
According to the views of Righini (2020), retail sector is one of the biggest supporting
sector of different economies around the world having wide access to all the different sub-
segments of businesses. The retail industry is part of fashionable goods, consumer goods,
pharmaceuticals and many other areas of offerings which are necessary by the people and which
they need. The retail sector is being divided and expanded to few clicks from big malls and
shops. The industry is impacted and influenced through its online presence and by involvement
of it with technology and internet. With the change of technology, the retail industry and
business owners doing business in the sector has to make changes too and it involves significant
amount of money that is accounted as cost. This is because of the changing and influencing
consumer trend and development took place in the sector. It is determined that organisations in
the retail sector needs to change for growth and enjoyment of the industry in order to being able
to earn the expected profits and customer base for the longer profitability.
Thus, to be specific there are some negatively impactful aspects like digital resources,
provided to retail through e-commerce and involvements of technology in the system. Retail is a
wide area of work which involves and concerns with all the activities that revolves around the
sale and purchase of different needed goods and services to customers through physical means
and resources. Thus, the digitalization and digital transformation first impacted on the meaning

of retail, where now it is defined as a concerning business option with sale of goods and services
by using physical and virtual shops. The concept of e-commerce introduced this change and
impacted in the positive manner by bringing up ease and higher revenue to the sector where work
is performed through telecommunication and information technologies. In present world of
business, the retailer do not need to have a physical presence to carry out their work, online
presence is enough for them for showcasing their existence and availability. Along with it,
saving huge costs and money of collecting resources for developing and maintaining a retail
store physically is another supporting element.
The remarkable growth and development of e-commerce in retail business is another
impact imposed and resulted in rise of online shopping in the retail industry. The economic
results of e-commerce growth, development and success are remarkable. The buyers are in
favour of it; consumer trends are evolving and have made online shopping their major source of
making purchases most specifically of fashion products and of consumable products. To being
with the remarkable growth is seen from an international context where the value of e-commerce
and the market have reached to 11% of growth in 2018 and 12% of growth in the next
consecutive year. Solely in Europe the market was enhanced or upgraded by 9% as compared to
the digits of 2017. This showcases the huge influence and growth offered by e-commerce to the
industry and separate economies around the globe.
These are the certain change and impactful aspects of e-commerce and online shopping
which are brought over the industry that is retail as well as the economies. It is said that the retail
sector is the key building block of a successful and balanced economy representing a major share
in it. Hence, online shopping and growth in the sector have brought up the success and profits to
the economies and to the industry as well. Moreover, the benefit of it to the sector, which
influences appropriate services and offering to buyers is more engagement of public and
potential buyers who are responsible for making purchases online and ultimately make the
purchase decisions related to the offerings and stick for longer term with the brand and the
organisation.

CHAPTER 3: RESEARCH METHODOLOGY
This is the next chapter of the research in which the process and the phenomena which
will be used of collecting data and presenting it for making more and more evident conclusions
at the end of the research work is determined. The research methodology is a framework for
doing so and for elaborating how the researcher will be conducting each activity and action to
come up with the most suited and appropriate process with the best use of resources available.
Research Onion
Research Methodology is a practical and actual procedure which elaborates the process
which will be used by the investigator for collecting data and conducting the work in the most
appreciative manner. The tool signifies the research structure and stages which will be followed
by the researcher and stages which will be crossed in favour or performing the given task in the
most suited ways. A tool known as research onion divides the whole process into stages which
are arranged step by step and as per the requirement of the investigator. Hence, the research
onion is presented below which will be showcasing the process used in the research for
completing it and offering the best results at the end.
 Research Philosophy- The first and foremost step is to identify the research philosophy.
It will be signifying the set of principles which will be effectively used for gathering a
wider view of all the different stances of the investigation which is being conducted by
the researcher. The stage is divided into two sub segments that is there are two form of
research philosophies Interpretivism and positivism. For this particular research most
suited research philosophy which will be used is positivism. The reason behind is the
more and in-depth scientific results can be collected and the testing phenomena enable to
get hold of more critical review and information with less biases.
 Research Approach- The next stage of the study is of research approach, there are again
two types of research approaches that are inductive and deductive. For the particular
research work deductive approach will be used. This is because it will enable in making
more conceptual and specific research and development in it based on the literatures
analysed and used for getting hold of respective data.
 Research Strategy- The next and the third component of the research work is the
strategy which will be used by the investigator for making presumptions and conducting

the complete evident research work. The research strategy is varied in number like
interviews, experimental research, action research and surveys form which the surveys
are used and which is most appropriate. There are several ground for investigators to
cover while conducting research and this is why survey is used as a strategy for doing so
and for covering up conclusion of the research with proper evidences.
 Research Choice- There are three forms of research choices which are suggested that
are mixed method, mono method and multi method. The research choice for the
respective case study for identifying the influence imposed by COVID-19 over the retail
sector and consumer trends is mixed method. By using this method the focus is placed
on both the form of research data that is qualitative where ideas and experiences of
others are considered for gaining knowledge and understanding the notion. On the
secondary note, quantitative concept will be examined by using the questionnaire and the
response of the respondents.
 Time Horizon- This factor of the research methodology elaborates the time frame or
period required for completing the research by the researcher. As per the research
methodology, time horizon is also of two types that are Longitudinal and Cross sectional.
From the both of them the most commonly used by researchers and which will be used
in this case is the Cross Sectional. The reason for it is the research observations which
will be made are for single point through survey. Hence, the cross sectional component
is the most suitable one for the research.
 Data Collection- The process is related to gathering of respective information and
analysing it in the best manner for making appropriate conclusions by providing
evidences for supporting them. There are two types of data collection methods that are
primary and secondary. For the research study the investigator will be using both form of
researching tools where the primary source will be the responses gathered through
questionnaire and the secondary source is the literature review conducted.
 Sampling- This is a fine method which is commonly used in making statistical analysis
for the collected numbers from the wide population. In regards to the present research
project the sample size is 40 and the questionnaire for the same is attached underneath.
Questionnaire
QUESTIONNAIRE

Q1. Is consumer behaviour important for businesses and industries growth and
development?
a) Yes
b) No
Q2. Is consumer behaviour an influencing factor in shifts takes place in demand and
supply curves of different commodities?
a) Yes
b) No
Q3. Do you think that COVID-19 have imposed certain influence on consumer
behaviours, their decisions and shopping styles?
a) Yes
b) No
Q4. What are the key factors which have contributed to rise in online shopping and e-
commerce during COVID-19 pandemic?
a) Convenience and Ease
b) Flexibility, Traceability and Availability
c) Security and Safety
Q5. What according to you are some of the factors which have promoted online shopping
and delivery options while COVID-19 period?
a) Mobility
b) Digitalization and Modernisations
c) Safe and better customer experience
Q6. As per your opinion, is the retail sector and consumers behaviours in the same are
affected by situation developed due to COVID-19?
a) Yes

b) No
Q7. What are the major impacts placed by COVID-19 over the retail sector and its online
sales and revenues?
a) Development and expansion of the sector
b) Growth and new opportunities
c) Innovation
Q8. What are the key sources which support the online industry that is e-commerce in
conducting operations online in the most competent manner?
a) Internet
b) Technologies
c) Online Marketing tools
Q9. What is the most important feature of Online retailing which attracts customers the
most?
a) Marketing offers
b) Variety of offerings
Q10. What are the key resources used for attracting customers and changing their
behaviours while using e-commerce or retailing?
a) Marketing offers
b) Combos and different packages

CHAPTER 4: FINDINGS, DISCUSSION & ANALYSIS
Frequency Distribution Analysis
QUESTIONS FREQUENCIES
Q1. Is consumer behaviour important for businesses and
industries growth and development?
Frequency
a) Yes 36
b) No 4
Q2. Is consumer behaviour an influencing factor in shifts takes
place in demand and supply curves of different commodities?
Frequency
a) Yes 30
b) No 10
Q3. Do you think that COVID-19 have imposed certain influence
on consumer behaviours, their decisions and shopping styles?
Frequency
a) Yes 40
b) No 0
Q4. What are the key factors which have contributed to rise in
online shopping and e-commerce during COVID-19 pandemic?
Frequency
a) Convenience and Ease 15
b) Flexibility, Traceability and Availability 10
c) Security and Safety 15
Q5. What according to you are some of the factors which have
promoted online shopping and delivery options while COVID-19
period?
Frequency
a) Mobility 14
b) Digitalization and Modernisations 14
c) Safe and better customer experience 12
Q6. As per your opinion, is the retail sector and consumers
behaviours in the same are affected by situation developed due to
COVID-19?
Frequency
a) Yes 28

b) No 12
Q7. What are the major impacts placed by COVID-19 over the
retail sector and its online sales and revenues?
Frequency
a) Development and expansion of the sector 13
b) Growth and new opportunities 12
c) Innovation 15
Q8. What are the key sources which support the online industry
that is e-commerce in conducting operations online in the most
competent manner?
Frequency
a) Internet 15
b) Technologies 20
c) Online Marketing tools 5
Q9. What is the most important feature of Online retailing which
attracts customers the most?
Frequency
a) Marketing offers 20
b) Variety of offerings 20
Q10. What are the key resources used for attracting customers
and changing their behaviours while using e-commerce or
retailing?
Frequency
a) Marketing offers 20
b) Combos and different packages 20
QUESTION 1:
Q1. Is consumer behaviour important for businesses and industries
growth and development?
Frequency
a) Yes 36
b) No 4

INTERPRETATION:
According to the present data and statistics in table and through graphical representation
it is interpreted that out of 40 respondents maximum that is 36 of them are in favour of the notion
that consumer behaviour plays an important role in growth and development of an organisation
different businesses and belonging to different industries. The remaining for respondent in
against the same and lacking information as well as knowledge in regards to the market trends
and consumer behaviour in retail industry.
QUESTION 2:
Q2. Is consumer behaviour an influencing factor in shifts takes
place in demand and supply curves of different commodities?
Frequency
a) Yes 30
b) No 10

30
10
Frequency
a) Yes
b) No
INTERPRETATION:
In relation to the data provided and the figures identified through graph it is stated that 38
of 40 respondents are in favour that the shift taking place in demand and supply curves of retail
industry is due to changing consumer behaviours. Along with the remaining 10 candidates
responded in against of the same which clearly signifies difference in opinion of people in
regards to the changes taking place in retail sector and the industry being affected by new
developments as well as changes being identified.
QUESTION 3:
Q3. Do you think that COVID-19 have imposed certain influence
on consumer behaviours, their decisions and shopping styles?
Frequency
a) Yes 40
b) No 0

40
Frequency
a) Yes
b) No
INTERPRETATION:
From the graph above it is shown that the whole sample size who were questioned in
relation to influence imposed by COVID-19 on consumer behaviour, their shopping styles and
that decisions are totally in influence of it and have changed entirely. The whole sample size of
40 individuals or respondents were in favour of the statement that consumer behaviour is entirely
disrupted and influenced due to COVID-19 of retail sector and will be making several changes as
per the new trends and data determined.
QUESTION 4:
Q4. What are the key factors which have contributed to rise in
online shopping and e-commerce during COVID-19 pandemic?
Frequency
a) Convenience and Ease 15
b) Flexibility, Traceability and Availability 10
c) Security and Safety 15

15
10
15
Frequency
a) Convenience and Ease
b) Flexibility, Traceability
and Availability
c) Security and Safety
INTERPRETATION:
From the graphical and statistical data collected from 40 respondents, are mixed and
varied as per the knowledge and learnings of individuals. Therefore, 15 out of 40 respondents
stated that safety and security is one of the key factor which attract customers towards online
shopping in COVID-19 period. The other 15 candidates replied that flexibility traceability and
availability is the key factor which attract customers towards online shopping rather than going
out physically buying products of their needs. The remaining 10 respondents voted for
convenience and ease showcasing as a key factor to attract customers towards online shopping in
retail industry.
QUESTION 5:
Q5. What according to you are some of the factors which have
promoted online shopping and delivery options while COVID-19
period?
Frequency
a) Mobility 14
b) Digitalization and Modernisations 14
c) Safe and better customer experience 12

14
14
12
Frequency
a) Mobility
b) Digitalization and
Modernisations
c) Safe and better
customer experience
INTERPRETATION:
As per the numbers extracted and graphical representation it is identified that 14 out of 40
respondents said that mobility is the key factor which have promoted online shopping and
attracted customers word it during coronavirus pandemic. On the other hand 12 of the respondent
stated that safe and better customer experience was the major factor which attract customers
towards retailing through internet. And lastly, the remaining 14 candidates placed their votes in
digitalization and modernization stating them be the key factors which were majorly involved in
promoting online shopping and consumers decision making towards it in recent lockdown period
due to coronavirus.
QUESTION 6:
Q6. As per your opinion, is the retail sector and consumers
behaviours in the same are affected by situation developed due to
COVID-19?
Frequency
a) Yes 28
b) No 12

28
12
Frequency
a) Yes
b) No
INTERPRETATION:
From the from the data and graphical representation of the same it is found out that 28
out of 40 respondents said that both retail sector and consumer behaviours are highly influence
due to coronavirus and the situation caused in the lockdown of pandemic. The other remaining
12 respondents said to the idea that the industry and people behaviour have changed when
COVID-19 took place and the world was suffering from it.
QUESTION 7:
Q7. What are the major impacts placed by COVID-19 over the
retail sector and its online sales and revenues?
Frequency
a) Development and expansion of the sector 13
b) Growth and new opportunities 12
c) Innovation 15

13
12
15
Frequency
a) Development and
expansion of the sector
b) Growth and new
opportunities
c) Innovation
INTERPRETATION:
The next inquiry made regarding the influence of COVID-19 over revenues and sales of
the retail industry. From the graphical image and statistical data it is seen that the respondents
give multiple and mixed replies and their opinions different from one another. Hence, 15 out of
40 respondents stated that innovation was the major influence which was seen in addition to
revenue and sales generation in retail industry. Moving along 13 out of them mentioned that
sales have developed more in the sector during COVID-19 and expansion have taken place. The
remaining 12 candidates from the sample size of 40 replied that during coronavirus pandemic
sales and revenue of the industry have seen growth and development of new opportunities.
QUESTION 8:
Q8. What are the key sources which support the online industry
that is e-commerce in conducting operations online in the most
competent manner?
Frequency
a) Internet 15
b) Technologies 20
c) Online Marketing tools 5

15
20
5
Frequency
a) Internet
b) Technologies
c) Online Marketing tools
INTERPRETATION:
When it comes to business and conducting it in the most competent manner the most
important aspect which is reviewed are the resources used for the same. In relation to E-
Commerce and online industry in retail sector resources plays a key role. Therefore, from the
bunch of 40 people while the survey was conducted twenty of them replied that Technology e is
one of the important resource for online industry to flourish. Then again 15 of the candidates
replied that internet comprises to be an important resource for industry to perform business
online and to reach larger customer share. And the remaining 5 respondents said that online
marketing tools are the important resource for retail industry to grow and conduct their
businesses.
QUESTION 9:
Q9. What is the most important feature of Online retailing which
attracts customers the most?
Frequency
a) Marketing offers 20
b) Variety of offerings 20

2020
Frequency
a) Marketing offers
b) Variety of offerings
INTERPRETATION:
The data shown above shows equal results where 50% of the respondents that is 20
people stated that marketing offers are the key attracting features of online retailing which
attracts customers. On the other hand the graph clearly show cases that remaining 20 respondents
replied in favour of variety of offerings being the key attracting features of online retailing
industry.
QUESTION 10:
Q10. What are the key resources used for attracting customers
and changing their behaviours while using e-commerce or
retailing?
Frequency
a) Marketing offers 20
b) Combos and different packages 20

2020
Frequency
a) Marketing offers
b) Combos and different
packages
INTERPRETATION:
According to the graphical representation and statistical data again 50% of the population
replied and voted in the favour of marketing offers being the most attracting resources for
changing and influencing consumer behaviour towards online retail. On the other hand the
remaining 20 respondents voted that different packages and combos are the key attracting
resources which brings customers to shop online and changed their decisions as per those
officers and their needs.

CHAPTER 5: CONCLUSION & RECOMMENDATIONS
Conclusion
In respect to the above data and discussion that is being carried on in the report it is
clearly seen and concluded that consumer behaviour being one of the major factor which
influences the retail industry and addresses the trends is of the industry as well. In the report
discussion was carried by using two methods of research that are primary and secondary. While
using primary research methods the tool which is used is a questionnaire which help in
conducting the survey and determining is collecting separate opinions people relation to
consumers behaviour their decisions as well as its impact on retail sector during the covid-19
pandemic.
Another research option which was chosen and used in order to conduct appropriate
research and to identify different aspects of retail industry in consumer behaviour was literature
review a secondary resource. Through reviewing different literatures provided by experts and
extracted through research and knowledge number of buy separate individuals was gathered in
order to develop appropriate conclusions and for collecting enough evidence for supporting the
results.

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APPENDIX
Questionnaire
QUESTIONNAIRE
Q1. Is consumer behaviour important for businesses and industries growth and
development?
a) Yes
b) No
Q2. Is consumer behaviour an influencing factor in shifts takes place in demand and
supply curves of different commodities?
a) Yes
b) No
Q3. Do you think that COVID-19 have imposed certain influence on consumer
behaviours, their decisions and shopping styles?
a) Yes
b) No
Q4. What are the key factors which have contributed to rise in online shopping and e-
commerce during COVID-19 pandemic?
a) Convenience and Ease
b) Flexibility, Traceability and Availability
c) Security and Safety
Q5. What according to you are some of the factors which have promoted online shopping
and delivery options while COVID-19 period?
a) Mobility
b) Digitalization and Modernisations
c) Safe and better customer experience

Q6. As per your opinion, is the retail sector and consumers behaviours in the same are
affected by situation developed due to COVID-19?
a) Yes
b) No
Q7. What are the major impacts placed by COVID-19 over the retail sector and its online
sales and revenues?
a) Development and expansion of the sector
b) Growth and new opportunities
c) Innovation
Q8. What are the key sources which support the online industry that is e-commerce in
conducting operations online in the most competent manner?
a) Internet
b) Technologies
c) Online Marketing tools
Q9. What is the most important feature of Online retailing which attracts customers the
most?
a) Marketing offers
b) Variety of offerings
Q10. What are the key resources used for attracting customers and changing their
behaviours while using e-commerce or retailing?
a) Marketing offers
b) Combos and different packages