A conceptual framework for customer experience towards COVID-19 preventive measures of Malaysian retailers

Suib, Fatin Husna and Maulan, Suharni and Ahmad Suki, Amirah (2021) A conceptual framework for customer experience towards COVID-19 preventive measures of Malaysian retailers. International Journal of Academic Research in Business and Social Sciences, 11 (6). pp. 1279-1292. ISSN 2222-6990

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Abstract

This study develops a framework on customer experience towards COVID-19 preventive measures of Malaysian retailers. Specifically, it proposes a conceptual framework of In-Store Customer Experience (ISCX) and preventive measures within the implementation of the Maslow Hierarchy of Needs concept. Eventually, the upcoming focus is to investigate the ISCX towards the preventive measures in fulfilling the customers’ physiological and basic needs through the utilisation of this framework. This study used a qualitative descriptive approach utilising the thematic analysis to identify its customers’ experiences on the retailer’s preventive measures during COVID-19 pandemic. These measures were collected and analysed through Atlas.ti software. This study will provide insights for future researches to investigate further on how retailers’ preventive measures affect ISCX; as the new coronavirus, COVID-19 is not the first threatening disease that’s surged worldwide. It also will provide more suggestions to policymakers and businesses on preventive measures deemed to be suitable for future implementation of the guideline. This research will also support Sustainable Development Goal 3 for Good Health and Well-Being which helps end the COVID-19 pandemic as an infectious disease.

Item Type:	Article (Journal)
Additional Information:	8704/93578
Uncontrolled Keywords:	Preventive Measures, Consumer Experience, COVID-19, Retailers, Malaysia, SDG3
Subjects:	H Social Sciences > HF Commerce > HF5475.I74 Halal business, entrepreneur, marketing, management, and administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration Kulliyyah of Economics and Management Sciences
Depositing User:	Dr Fatin Husna Suib
Date Deposited:	09 Nov 2021 08:33
Last Modified:	09 Nov 2021 08:33
URI:	http://irep.iium.edu.my/id/eprint/93578

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