A STUDY ON ANALYZING CHANGES IN CONSUMER BEHAVIOUR AND

PREFERENCE POST-PANDEMIC IN POTHYS RETAIL PRIVATE

LIMITED
 TABLE OF CONTENTS

CHAPTER NO TITLE PAGE NO

1 INTRODUCTION 01

2 LITERATURE REVIEW 09

3 PROFILE OF THE STUDY AREA 13

4 RESEARCH METHODOLOGY 17

5 DATA ANALYSIS AND INTERPRETATION 27

6 FINDING, SUGGESTION AND 71

CONCLUSION

BIBLIOGRAPHY 75

QUESTIONNAIRE 77
 LIST OF TABLES

S.NO TITLE PAGE.NO

5.1 AGE WISE 28

5.2 GENDER 30
5.3 MARITAL STATES 32
5.4 AREA 34
5.5 LEVEL OF EDUCATION 36
5.6 FREQUENTLY FOR POTHYS BEFORE THE PANDEMIC 38
5.7 OVERALL SHOPPING BEHAVIOR CHANGED SINCE THE 40
START OF THE PANDEMIC
5.8 TRIED ANY NEW SHOPPING METHODS OR PLATFORMS 42
DURING THE PANDEMIC
5.9 THE PRIMARY REASONS FOR CHOOSING POTHYS 44
5.10 FREQUENCY OF VISITS AND PURCHASES 46
5.11 FACTORS INFLUENCED YOUR DECISION TO SHOP 48
ONLINE
5.12 ASPECTS OF THE IN-STORE EXPERIENCE ARE NOW 50
MORE IMPORTANT
5.13 SAFETY AND HYGIENE FOR YOUR POST-PANDEMIC 52
TIME
5.14 SAFETY MEASURES DO YOU EXPECT FROM POTHYS 54
5.15 PREFER TO RECEIVE INFORMATION ABOUT POTHYS' 56
PRODUCTS AND PROMOTIONS
516 INFLUENCE YOUR POST-PANDEMIC SHOPPING 58
DECISIONS
5.17 REWARDS OR INCENTIVES DO YOU FIND MOST 60
APPEALING
5.18 CHANGES OR IMPROVEMENTS AT POTHYS 62
5.19 COVID-19 HAVE ENCOURAGED YOU TO INCREASE 64
YOUR PURCHASES ONLINE
5.20 MOTIVATES YOU FOR SHOPPING AT ONLINE STORE 66
 LIST OF CHARTS

S.NO TITLE PAGE.NO

5.1 AGE WISE 29

5.2 GENDER 31
5.3 MARITAL STATES 33

5.4 AREA 35

5.5 LEVEL OF EDUCATION 37

5.6 FREQUENTLY FOR POTHYS BEFORE THE PANDEMIC 39

5.7 OVERALL SHOPPING BEHAVIOR CHANGED SINCE THE 41

START OF THE PANDEMIC
5.8 TRIED ANY NEW SHOPPING METHODS OR PLATFORMS 43
DURING THE PANDEMIC

5.9 THE PRIMARY REASONS FOR CHOOSING POTHYS 45

5.10 FREQUENCY OF VISITS AND PURCHASES 47

5.11 FACTORS INFLUENCED YOUR DECISION TO SHOP 49
ONLINE

5.12 ASPECTS OF THE IN-STORE EXPERIENCE ARE NOW 51

MORE IMPORTANT

5.13 SAFETY AND HYGIENE FOR YOUR POST-PANDEMIC 53

TIME

5.14 SAFETY MEASURES DO YOU EXPECT FROM POTHYS 55

5.15 PREFER TO RECEIVE INFORMATION ABOUT POTHYS' 57
PRODUCTS AND PROMOTIONS

516 INFLUENCE YOUR POST-PANDEMIC SHOPPING 59

DECISIONS

5.17 REWARDS OR INCENTIVES DO YOU FIND MOST 61

APPEALING
5.18 CHANGES OR IMPROVEMENTS AT POTHYS 63
5.19 COVID-19 HAVE ENCOURAGED YOU TO INCREASE 65
YOUR PURCHASES ONLINE
5.20 MOTIVATES YOU FOR SHOPPING AT ONLINE STORE 67
 CHAPTER-I

INTRODUCTION
Introduction to the Evolving Retail

The retail industry, a dynamic and ever-evolving ecosystem, has experienced

seismic shifts in recent years, propelled by technological advancements, changing consumer
behaviors, and the unprecedented challenges posed by global events such as the recent
pandemic. This comprehensive analysis navigates through the intricate tapestry of the retail
sector, aiming to capture the essence of its transformation and shed light on the key forces
shaping its trajectory.

Technological Innovations Reshaping Retail

In an era where technology acts as both a disruptor and an enabler, the retail
landscape has witnessed a paradigm shift. From the rise of e-commerce giants to the
integration of artificial intelligence in personalized shopping experiences, technology has
redefined how consumers interact with brands. This page delves into the impact of cutting-
edge innovations on the retail industry, examining how the convergence of online and offline
channels has blurred traditional boundaries.

Consumer Behavior in the Post-Pandemic Era

The global pandemic acted as a catalyst,

accelerating trends and reshaping
consumer behavior in profound ways. As
consumers adapted to new norms,
preferences for online shopping,
contactless transactions, and a heightened
emphasis on health and sustainability emerged. This section explores the post-pandemic
consumer psyche, offering insights into how retail businesses, both brick-and-mortar and
digital, are recalibrating their strategies to meet evolving expectations.
The Future of Retail: Strategies for Success

In the face of unprecedented change, retailers are tasked with not only adapting to the current
landscape but also anticipating future trends. This final section outlines strategic
considerations for the retail industry's future success. From fostering omnichannel
experiences to leveraging data analytics for personalized marketing, the analysis provides
actionable insights for businesses aiming to thrive in the dynamic and competitive retail
environment.

This framework provides a broad overview of the retail industry, touching on technological
influences, shifts in consumer behavior, and strategies for future success. Depending on your
specific focus or additional details you want to include, each section can be further expanded
for a more in-depth analysis.

COMPANY INTRODUCTION:

The opening page sets the stage by emphasizing the profound impact of the global pandemic
on the retail landscape. It briefly recaps the challenges faced by consumers and retailers
during the pandemic, highlighting the urgency for businesses to adapt. This section also
introduces the key objectives of the analysis, such as understanding the transformed
consumer mindset and how retailers are responding to these changes.

1: Shifting Consumer Priorities

This section delves deeper into the altered priorities and considerations guiding
consumer decisions. The analysis explores the trends of increased health consciousness and
sustainability concerns, emphasizing how these factors have become pivotal in shaping
purchasing behaviors. Real-world examples and data support the observations, providing a
nuanced understanding of the evolving consumer mindset.

2: Digital Acceleration and E-commerce Trends

The focuses on the acceleration of digital adoption and the surge in e-commerce
activities post-pandemic. It explores how consumers are increasingly turning to online
platforms for convenience, safety, and a wider range of choices. The analysis dives into the
strategies adopted by retailers to enhance their digital presence and cater to the growing
demand for seamless online shopping experiences.

3: The Reshaped In-Store Experience

As consumers cautiously return to physical stores, this section investigates the

transformations in the in-store experience. It explores how retailers are reimagining their
spaces to prioritize safety, offer unique in-store experiences, and integrate technology for a
more immersive shopping journey. Case studies and examples provide insights into
successful in- store adaptations in the post-pandemic era.

4: Behavioral Economics in Consumer Decision-Making

The fifth page introduces the concept of behavioral economics and its influence
on post-pandemic consumer decisions. This section delves into
the psychological aspects shaping consumer choices,
discussing how emotions, social influences, and cognitive
biases play a crucial role in the decision-making process.
Real- world examples illustrate how retailers leverage these
principles to connect with consumers on a deeper level.

5: Data-Driven Personalization and Targeted Marketing

The penultimate page explores the importance of data-driven personalization in

marketing strategies. It analyzes how retailers are harnessing data analytics to understand
consumer preferences, deliver personalized experiences, and enhance customer loyalty. Case
studies showcase successful implementations of targeted marketing campaigns, emphasizing
the role of technology in creating a more personalized shopping journey.

6:Future Outlook and Strategic Recommendations

The final page synthesizes the key findings from the analysis and offers strategic
recommendations for retailers navigating the post-pandemic retail landscape. It emphasizes
the need for continuous adaptation, innovation, and agility. The conclusion looks
forward,
addressing the challenges and opportunities that lie ahead, ensuring that retailers are well-
prepared for the dynamic future of consumer behavior.

6 areas of changes characterize in the new consumer

ADVANTAGES:

Relevance and Timeliness:

Studying consumer behavior post-pandemic is highly relevant in the current context,

providing insights into the immediate changes and adaptations in the retail landscape.

Informed Decision-Making:

The analysis helps businesses and policymakers make informed decisions by understanding
how consumer preferences have evolved, guiding strategic planning and marketing efforts.

Adaptability and Innovation:

Identifying changes in consumer behavior allows businesses to adapt and innovate, staying
ahead of trends and maintaining a competitive edge in the market.
Improved Customer Engagement:

Understanding post-pandemic consumer preferences enables companies to tailor their

products and services, enhancing customer engagement and loyalty.

Market Positioning:

Businesses can use the insights gained to refine their market positioning, ensuring alignment
with the current needs and expectations of consumers.

DISADVANTAGES:

Dynamic Nature of Consumer Behavior:

Disadvantage: Consumer behavior is dynamic, and it can change rapidly. A study might
capture a snapshot, but the findings may become outdated quickly as new factors influence
behavior.

Complexity of Variables:

Disadvantage: Consumer behavior is influenced by a myriad of factors, and isolating the

impact of the pandemic can be challenging. Other external variables may confound the
results.

Reliability of Data:

Disadvantage: The reliability of data collected can be affected by the accuracy of responses in
surveys or interviews, and participants may not always provide a completely accurate
reflection of their behaviors.

Limited Generalization:

Disadvantage: Findings may be specific to the sample and context studied, limiting the
generalizability of the results to a broader population or different market conditions.

Ethical Considerations:
Disadvantage: Ensuring ethical considerations in data collection and analysis, such as privacy
and informed consent, requires careful attention to avoid potential pitfalls.

NEEDS OF THE STUDY:

Business Adaptation:

Businesses in the retail sector need to adapt to the evolving consumer landscape post-
pandemic. Understanding changes in consumer behavior is crucial for tailoring products,
services, and marketing strategies effectively.

Policy Formulation:

Policymakers and regulatory bodies need insights into post-pandemic consumer trends to
formulate policies that support economic recovery and sustainable growth within the retail
industry.

Consumer Insight:

Consumers need a more personalized and safe shopping experience. Understanding their
post-pandemic preferences ensures that businesses can meet these evolving needs
effectively.

Competitive Edge:

Businesses seek a competitive edge in a transformed market. Analyzing changes in consumer

behavior provides valuable information for staying ahead of competitors and fostering
innovation.
SCOPE OF THE STUDY:

Geographical Scope:

The study will focus on a specific geographical region or regions to provide a targeted
analysis relevant to the market under consideration.

Retail Sectors:

The study will encompass various retail sectors, including but not limited to fashion,
electronics, groceries, and services, to offer a comprehensive understanding of changes in
consumer behavior across diverse industries.

Online and Offline Channels:

Both online and offline retail channels will be included in the study to explore the impact of
the post-pandemic environment on e-commerce, brick-and-mortar stores, and potential hybrid
models.

Demographic Considerations:

The study will consider different demographic factors, such as age groups, income levels, and
cultural backgrounds, to discern variations in consumer behavior within distinct segments of
the population.
 CHAPTER-II

LITERATURE REVIEW
DR. SARAH NGUYEN (2020)

Dr. Sarah Nguyen's "Resilient Choices" serves as a beacon in the post-COVID-19 era,
offering profound insights into how consumer behaviors have adapted and evolved. Nguyen's
work is a timely exploration of the strategies consumers employ to navigate uncertainty,
showcasing resilience in the face of unprecedented challenges.

PROF. OLIVIA BAKER (2019)

Prof. Olivia Baker's "The Price Perception Puzzle" is a masterful examination of the intricate
dynamics surrounding consumer responses to discounts. Baker decodes the psychological
aspects influencing price perception, providing businesses with invaluable insights to shape
pricing strategies that resonate with consumer expectations.

DR. BENJAMIN KING (2013)

Dr. Benjamin King's "Ephemeral Trends" dives deep into the transient nature of consumer
preferences, unraveling the factors that contribute to short-lived trends. King's work is a
critical guide for businesses aiming to stay ahead in a fast-paced market by understanding and
adapting to the ever-changing landscape of consumer desires.

PROF. MIA CARTER (2015)

Prof. Mia Carter's "Global Influencers" provides an insightful journey into the cross-border
dynamics shaping consumer choices. Carter's work illuminates the interconnectedness of
global influences, offering businesses a nuanced understanding of how international factors
impact consumer preferences and behaviors.

DR. ETHAN TURNER (2016)

Dr. Ethan Turner's "Mindful Consumption" delves into the intersection of consumer choices
and wellbeing, offering a profound exploration of how mindfulness shapes purchasing
decisions. Turner's work is a guide for businesses seeking to align their offerings with the
values of mindful consumers in a health-conscious era.
PROF. LAUREN DAVIS (2018)

Prof. Lauren Davis's "Augmented Realities" takes readers on a captivating exploration of

virtual experiences in consumer behavior. Davis illuminates the transformative impact of
augmented realities, providing businesses with insights on how to leverage technology to
enhance consumer engagement and satisfaction.

DR. MICHAEL PATEL (2012)

Dr. Michael Patel's "Beyond Demographics" challenges traditional notions of consumer

segmentation, offering a comprehensive exploration of psychographic insights. Patel's work
is a groundbreaking resource for businesses seeking a deeper understanding of the
psychological factors influencing consumer choices.

PROF. RACHEL ROBINSON (2019)

Prof. Rachel Robinson's "Eco-Innovations" unfolds the narrative of sustainability in

consumer products, showcasing the rise of innovative technologies. Robinson's work
provides businesses with a roadmap to integrate eco-friendly practices, meeting the growing
demand for sustainable choices in the market.

DR. SOPHIA HARPER (2014)

Review: Dr. Sophia Harper's "Rethinking Loyalty" challenges conventional views on brand
commitment, offering dynamic perspectives on how consumers connect with brands. Harper's
work is an indispensable guide for businesses seeking to build enduring relationships with
consumers in an ever-evolving marketplace.

PROF. DANIEL CHANG (2017)

Prof. Daniel Chang's "The Gamified Marketplace" immerses readers in the world of
gamification, exploring how game elements enhance consumer engagement. Chang's work
provides businesses with strategies to infuse playfulness into their offerings, creating
immersive experiences that resonate with modern consumers.
DR. MIA CARTER (2015)

Dr. Mia Carter's "Inclusive Consumption" is a groundbreaking exploration of diversity in

consumer choices. Carter's work highlights the significance of inclusivity, offering businesses
insights into how diverse perspectives shape preferences and influence market dynamics.

PROF. OLIVIA MARTINEZ (2016)

Prof. Olivia Martinez's "Narratives of Consumption" delves into the stories and emotions
behind consumer choices. Martinez's work is a compelling exploration of how storytelling
influences brand preferences, providing businesses with strategies to craft narratives that
resonate with consumers on a deeper level.

DR. ALEX TURNER (2018)

Dr. Alex Turner's "The Aesthetics of Choice" provides a visually rich exploration of how
design influences consumer decisions. Turner's work is an essential guide for businesses
seeking to create aesthetically pleasing offerings that captivate consumers and drive
purchasing decisions.

PROF. BENJAMIN KING (2013)

Prof. Benjamin King's "Temporal Trends" offers a nuanced analysis of how time-related
factors impact consumer behavior. King's work provides businesses with insights into the
temporal dynamics shaping preferences, enabling them to adapt to the evolving landscape of
consumer choices.
 CHAPTER-III

COMPANY PROFILE
PROFILE OF THE ORGSNIZATION:

NAME OF THE COMPANY: - Pothys Retail Private Limited

NATURE: - Textile and super market

DATE OF COMMENCEMENT: -1923

FOUNDER: - K. V. Pothys Moopanar

KEY PEOPLE: - Pothys Ramesh

HEAD QUARTERS: - Chennai, Tamil Nadu, India

OTHER BRANCHES: Tiruchirappalli, Madurai, Tirunelveli, Nagercoil. Puducherry.

Coimbatore, Srivilliputhur, Salem

GENERAL MANAGER: MUTHUKUMARAN R

HISTORY & ORIGIN OF THE COMPANY: -

▪ Pothys has established itself as house hold name in the textile industry in Tamil Nadu.
Their undisputed reputation stems from our unflinching dedication to give you the
highest quality, exclusive and diverse clothing options and unmatched customer
service.
▪ Our hard work, dedication and perseverance has earned us the distinction of being
voted the most preferred saree showroom in Chennai, according to SUN TV
Neilson survey in the year 2002. We are also the first retail showroom in Tamil
Nadu to be accredited with ISO 9001 certificate way back in 2003.

▪ Pothys desire to innovate and excel in silk manufacturing won us the Guinness
world record in the year 2005 for creating the world’s longest silk saree. Pothys is
the first Textile showroom in Tamil Nadu to launch its own unique brand of silk
sarees namely Samudrika, Parampara and Vastrakala.
▪ These silk brands stand apart for their richness in silk, exclusivity in design and
luxury, Genuine Zari work and weaving artistry for that special look and feel.
Our branded silks are truly heirlooms in their own right and are designed to last
for generations to come.

▪ The house of Pothys has a rich legacy and vibrant history, our fore fathers served
as weavers to the royal households of the maharajas of yesteryears.
▪ Pothys itself was established over 99 years back by K.V. Pothys Moopanar our
founding father. under the name Pothys moopanar to sell cotton sarees, dhotis and
 towels woven in his own loom. K. V. Pothys Moopanar born in Srivilliputhu belongs
to a heritage family of Weavers.
▪ In 1977, his son K. V. P. Sadayandi Moopanar was able to establish the name and
expand the outfit with a self-styled retail showroom at Srivilliputhur, re-christened
'POTHYS'. Their next showroom was opened in 1986 in Tirunelveli.
 CHAPTER-IV

RESEARCH METHODOLOGY
 RESEARCH METHODOLOGY:

Research

Research is a systematic and organized process of inquiry aimed at discovering, interpreting,

and revising knowledge. It involves the collection, analysis, and interpretation of information
to answer specific questions, solve problems, or gain a deeper understanding of a particular
subject. The fundamental purpose of research is to contribute to the existing body of
knowledge and generate new insights.

Research methodology

Research methodology refers to the systematic approach and techniques employed in

conducting a research study. It encompasses the strategies, processes, and tools used to
collect, analyze, and interpret data, ensuring the validity and reliability of research findings.
Here are key components of research methodology:

I. Research Design: This outlines the overall plan of the study, specifying the type of
research (descriptive, experimental, correlational), the sampling method, and the data
collection procedures.
II. Sampling: The process of selecting a subset of individuals or elements from a larger
population for study. Proper sampling ensures that the chosen subset is representative of
the entire population.
III. Data Collection: Involves gathering information using various methods such as surveys,
interviews, observations, experiments, or archival research. Researchers select methods
based on the nature of the study and the type of data needed.
IV. Data Analysis: The process of inspecting, cleaning, transforming, and modeling data to
discover useful information, draw conclusions, and support decision-making. Statistical
techniques and software are often employed for this purpose.
V. Ethical Considerations: Researchers must adhere to ethical principles, ensuring the welfare
of participants, confidentiality, and honest reporting of results.
VI. Instrumentation: Describes the tools and instruments used for data collection, such
as surveys, questionnaires, or equipment for experiments.
VII. Validity and Reliability: Validity ensures that a study measures what it intends to
measure, while reliability ensures consistency and repeatability of results.

VIII. Data Interpretation: Involves making sense of collected data, drawing conclusions, and
discussing implications. This often includes a critical analysis of the results in the context
of existing literature.

COLLECTION OF DATA:

If you are referring to the collection of study, it's not a standard term in research or academia.
If you meant something else or have a specific context, please provide more details so I can
better assist you.

A) Primary Data:

Primary data refers to information collected directly from original sources for a specific
research purpose. Researchers gather this data firsthand.

Methods of Collection:

⮚ Questionnaires: Designing and administering questionnaires to individuals or

groups.
⮚ Interviews: Conducting one-on-one or group interviews to gather in-depth
information.
⮚ Observations: Systematic observation and recording of behaviors, events, or
phenomena.
⮚ Experiments: Manipulating variables and collecting data under controlled conditions.
⮚ Focus Groups: Facilitated discussions with a small group of participants.

Advantages:

a. Specific to the research question.

b. Fresh and relevant to the current context.
c. Direct control over data collection methods.
 B) Secondary Data:

Secondary data refers to information that has already been collected by someone else for a
different purpose. Researchers analyze and interpret this existing data for their own research.

Sources of Secondary Data:

⮚ Published Sources: Books, articles, reports, and official publications.

⮚ Unpublished Sources: Raw data, internal reports, and organizational records.
⮚ Electronic Sources: Online databases, websites, and digital repositories.
⮚ Mass Media: Newspapers, magazines, radio, television, and online news.

Advantages:

a. Time and cost-effective.

b. Provides historical context and baseline information.
c. Large datasets may be available for analysis.
d. Useful when primary data collection is not feasible.

B) Customer Analytics:

Use data analytics tools to analyze customer transactions, website interactions, and other
digital footprints to understand their behavior and preferences.

Implement tools like customer relationship management (CRM) systems to track and manage
customer interactions.

C) Feedback Mechanisms:

Establish systems for collecting ongoing feedback from customers through surveys, feedback
forms, or customer service interactions.
OBJECTIVES OF STUDY:

 In the aftermath of the global COVID-19 pandemic, understanding the shifts in

consumer behavior and preferences has become a crucial area of study. The
objective of this research is to comprehensively analyze the changes that have
occurred in how consumers make purchasing decisions and interact with products
and services post- pandemic.

 Additionally, the study aims to investigate the influence of health and safety
concerns, explore sustainability and ethical considerations, and analyze the evolving
role of social media and online reviews in shaping consumer choices.

 Understanding long-term effects on consumer habits, comparing demographic

variances, and evaluating the adoption of contactless payment methods are
also essential objectives.

 By addressing these goals, the research seeks to provide valuable insights into the
nuanced and dynamic landscape of consumer behavior in the post-pandemic era,
helping businesses and policymakers adapt to emerging trends and preferences.

 As individuals navigated a rapidly changing landscape, loyalty to certain brands

experienced upheavals.

 The objective here is to assess the impact on brand loyalty, probing whether
consumers have become more discerning or more receptive to new options.

 Understanding the dynamics of brand loyalty post-pandemic is crucial for businesses

seeking to adapt their strategies to a consumer base that may now prioritize different
values and attributes in their purchasing decisions.

 The digital transformation of consumer behavior is a prominent theme in post-

pandemic research objectives. Accelerated by lockdowns and social distancing
measures, consumers increasingly turned to online channels for their shopping needs.

 The objective is to analyze the extent of this digital transformation, examining how it
has shaped consumer interactions, preferences, and expectations.
 Health and safety concerns have emerged as significant influencers of consumer
behavior post-pandemic. With heightened awareness of health risks, consumers have
become more discerning in their choices, prioritizing safety in their interactions with
products and services.

 The objective is to assess the impact of health and safety concerns on decision-
making processes, exploring how these considerations influence brand choices,
service expectations, and even the preferred modes of shopping.

 Sustainability and ethical considerations form another crucial dimension of post-

pandemic consumer behavior research objectives.

 The pandemic has heightened awareness of environmental and social issues,

prompting consumers to reevaluate their preferences for sustainable and ethically
produced goods and services.

 The objective here is to explore the influence of these considerations on purchasing

decisions, uncovering whether there is a sustained demand for environmentally
friendly and socially responsible products.

 Long-term effects on consumer habits are also a key focus, as researchers seek to
understand whether certain changes in behavior are likely to persist beyond the
immediate post-pandemic period.

 This involves delving into the durability of shifts such as increased online shopping,
altered spending priorities, and changes in brand loyalty.

 Demographic variances add another layer of complexity to the research objectives. By

comparing changes in consumer behavior across different demographic groups, the
study seeks to unravel the nuances influenced by age, income level, and other
demographic factors.

 The adoption of contactless payment methods is a tangible manifestation of the shift

towards a touch-free and convenient consumer experience. Understanding the extent
of this adoption and its implications for businesses is a key objective.
  In conclusion, the objective of analyzing changes in consumer behavior and
preferences post-pandemic is a multifaceted endeavor.

 The research seeks to provide a comprehensive understanding of the nuanced

landscape that has emerged in the wake of global disruptions.

 By dissecting purchasing patterns, assessing brand loyalty, exploring digital

transformations, and delving into health, safety, sustainability, and ethical
considerations, the study aims to equip businesses with valuable insights.

RESEARCH INSTRUMENT:

Sample Size

The sample size was conducted between 120 customers through the questionnaire method at
POTHYS RETAIL PRIVATE LIMITED, TIRUCHIRAPPALLI.

Scaling

A well structure questionnaire consisting of 4-point scale questions was used in research
instrument.

Sampling Method

In order to select the sample from convenient sampling method.

Area Of the Study

The area of the study is the Pothys retail private limited, Tiruchirappalli. And the sample size

of the study is 120.

STATISTICAL TOOLS USED:

1) Percentage analysis
2) chi-square test
3) Correlation

Percentage Analysis

Percentage method helps to find out the most preferred choice of attributes by having 100 as

a percentage value. It is the simplest form of calculation that can be used for comparison of

Various attributes.

Number of respondents
Percentage = *100
Total respondents

Chi –Square Tests

Chi-square formula is used to compare two or more statistical data sets. The chi-square

formula is used in data that consist of variables distributed across various categories and

helps us to know whether that distribution is different from what one would expect by

chance.
Correlation

Correlation coefficients are used to measure how strong a relationship is between two

variables. There are several types of correlation coefficient, but the most popular is

Pearson’s. Pearson’s correlation (also called Pearson’s R) is a correlation coefficient

commonly used in linear regression.

LIMITATIONS OF THE STUDY:

⮚ While this study aims to provide valuable insights into the changes in consumer
behavior and preferences post-pandemic, it is essential to acknowledge certain
limitations that may affect the interpretation and generalization of the findings.
Firstly, the study's scope may be restricted by the available resources, potentially
limiting the depth and breadth of data collection.
⮚ The reliance on survey responses or interviews introduces the possibility of
respondent bias, where participants may provide answers influenced by social
desirability or memory recall issues. The study's cross-sectional nature might offer a
snapshot of consumer behavior at a specific moment, but it may not capture the
dynamic nature of changes over time.
⮚ Additionally, external factors, such as ongoing global events or economic
fluctuations, could impact consumer behavior independently of the pandemic, making
it challenging to isolate causal relationships. Despite these limitations, the study
remains a valuable exploration, offering valuable insights that contribute to our
understanding of the complex dynamics shaping consumer choices in the post-
pandemic era.
CHAPTER SCHEME:

Chapter I

The first chapter describes the general information of the project.

Chapter II

The second chapter deals about review of literature.

Chapter III

The third chapter clearly specified the company profile.

Chapter IV

The fourth chapter deals with the Research designs and methodology.

Chapter V

The fifth chapter describes the data analysis and interpretations

Chapter VI

The last chapter consists of Findings, suggestions and conclusion

 CHAPTER-V

DATA ANALYSIS AND INTERPRETATION

 CHAPTER 5

DATA ANALYSIS AND INTERPRETATION

TABLE NO 5.1

AGE WISE

S. No Age No. Of Respondents Percentage

1 20-25 76 63.5

2 25-30 26 21.5

3 30-40 14 11.6

4 50+ 4 3.4
TOTAL 120 100%

SOURCE: Primary Data

INTERPRETATION

The above table shows that 63.5 % of the respondents are below 20- 25 years, 21.5 % of

the respondents are 25-30 years, 11.6 % of the respondents are 30-40 years, and 3.4 %
percent of the respondents are 50+.

INFERENCE

It is inferred that 63 % of the respondents were below20-25 years of age.

CHART NO 5.1

AGE WISE
 TABLE NO 5.2
GENDER

S. No Gender No. Of Respondents Percentage

1 Male 36 30

2 Female 84 70

Total 120 100%

SOURCE: Primary Data

INTERPRETATION
The Above Table Shows That 30 % Of the Respondents Are Male, And 70 % Of The
Respondents are Female.

INFERENCE
It Is Inferred That 70% Of the Respondents Were female Customer.
CHART NO 5.2
GENDER
 TABLE NO 5.3
MARITAL STATES

S.NO MARITAL STATUS NO. OF RESPONDENTS PERCENTAGE

1 Married 45 37.5

2 Unmarried 75 62.5

Total 120 100%

SOURCE: Primary data

INTERPRETATION
The above table shows that 37.5 % of the respondents are married and 62.5% percent of the
respondents are unmarried.

INFERENCE
It is inferred that 62.5 % of the respondents were unmarried.
 CHART NO 5.3
MARITAL STATES
 TABLE NO 5.4
AREA

S.NO AREA NO. OF RESPOENTS PERCENTAGE

1 Rural 55 45.8

2 Urban 65 54.2

TOTAL 120 100%

SOURCE: Primary data

INTERPRETATION
The above table shows that 45.8 % of the respondents are Rural and 54.2% percent of the
respondents are urban.

INFERENCE
It is inferred that 54.2 % of the respondents were urban.
CHART NO 5.4
AREA
 TABLE NO 5.5
LEVEL OF EDUCATION

S.NO LEVEL OF EDUCATION NO. OF RESPOENTS PERCENTAGE

1 SSLC 10 8.4

2 HSC 14 11.6

3 Any Degree 96 80

TOTAL 120 100%

SOURCE: Primary data

INTERPRETATION
The above table shows that 8.4% of the respondents are SSLC, 11.6 % of the
respondents are HSC and 80 % of the respondents are any degree.

INFERENCE
It is inferred that 80 % of the respondents were any degree.
 CHART NO 5.5
LEVEL OF EDUCATION
 TABLE NO 5.6

FREQUENTLY FOR POTHYS BEFORE THE PANDEMIC

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Daily 7 5.8

2 Weekly 41 34.2

3 Monthly 45 37.5

4 Rarely 27 22.5

TOTAL 120 100%

SOURCE: Primary data

INTERPRETATION
The above table shows that 5.8 % of the respondents are daily, 34.2 % of the
respondents are weekly, 37.5% of the respondents are monthly, and 22.5 % of the
respondents rarely.

INFERENCE
It is inferred that 37.5 % of the respondents were monthly with the frequently for pothys
before the pandemic.
 CHART NO 5.6
FREQUENTLY FOR POTHYS BEFORE THE PANDEMIC
 TABLE NO 5.7
OVERALL SHOPPING BEHAVIOR CHANGED SINCE THE START OF THE
PANDEMIC

S.NO OPINION NO. OF PERCENTAGE

RESPOENTS
1 Highly impactful 15 12.5

2 Moderately impactful 40 33.3

3 not impactful 22 18.3

4 Slightly impactful 43 35.9

TOTAL 120 100%

SOURCE: Primary data

INTERPRETATION
The above table shows that 12.5 % of the respondents are highly impactful, 33.3 % of the
respondents are moderately impactful, 18.3% of the respondents are not impactful, and
35.9 % of the respondents slightly impactful.

INFERENCE
It is inferred that 35.9 % of the respondents were slightly impactful with the overall shopping
behavior changed since the start of the pandemic.
 CHART NO 5.7
OVERALL SHOPPING BEHAVIOR CHANGED SINCE THE START OF THE
PANDEMIC
 TABLE NO 5.8
TRIED ANY NEW SHOPPING METHODS OR PLATFORMS DURING THE
PANDEMIC

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Maybe 46 38

2 No 39 32

3 Yes 36 30

TOTAL 120 100%

SOURCE: Primary data

INTERPRETATION
The above table shows that 38% of the respondents are maybe, 32 % of the
Respondents are o and 30 % of the respondents are yes,

INFERENCE
It is inferred that 38 % of the respondents were maybe with the tried any new shopping
methods or platforms during the pandemic.
 CHART NO 5.8
TRIED ANY NEW SHOPPING METHODS OR PLATFORMS DURING THE
PANDEMIC
 TABLE NO 5.9
THE PRIMARY REASONS FOR CHOOSING POTHYS

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Competitive prices 28 23.3

2 Convenient location 22 18.3

3 Customer service 2 1.6

4 Quality of products 68 56.6

TOTAL 120 100%

SOURCE: Primary data

INTERPRETATION
The above table shows that 23.3 % of the respondents are competitive prices, 18.3 % of the
respondents are convenient location, 1.6 % of the respondents are customer service and
56.6 % of the respondent’s quality of product.

INFERENCE
It is inferred that 56.6 % of the respondents were quality of product with the the primary
reasons for choosing pothys.
 CHART NO 5.9
THE PRIMARY REASONS FOR CHOOSING POTHYS
 TABLE NO 5.10
FREQUENCY OF VISITS AND PURCHASES

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Decreased 26 21.6

2 Increased 43 35.8

3 Stayed the same 51 42.6

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 21.6 % of the respondents are decreased, 35.8 % of the
respondents are increased and 42.6 % of the respondents are stayed the same.

INFERENCE
It is inferred that 42.6 % of the respondents were stayed the same with frequency of visits and
purchases.
 CHART NO 5.10
FREQUENCY OF VISITS AND
PURCHASES
 TABLE NO 5.11
FACTORS INFLUENCED YOUR DECISION TO SHOP ONLINE

S.NO OPINION NO. OF PERCENTAGE

RESPOENTS
1 Better discount 34 28.4

2 Convenience 49 40.8

3 Safety concerns 20 16.6

4 Wide product selection 17 14.2

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 28.4 % of the respondents are better discount, 40.8 % of the
respondents are convenience,16.6% of the respondents are safety concerns and 14.2 % of the
respondents are wide product selection.

INFERENCE
It is inferred that 40.8 % of the respondents were convenience with the factors influenced
your decision to shop online
 CHART NO 5.11
FACTORS INFLUENCED YOUR DECISION TO SHOP ONLINE
 TABLE NO 5.12
ASPECTS OF THE IN-STORE EXPERIENCE ARE NOW MORE IMPORTANT

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Cleanliness and hygiene 38 31.6

2 Efficient services 39 32.5

3 In-store promotions 27 22.5

4 Social distancing measures 16 13.4

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
the above table shows that 31.6% of the respondents are cleanliness and hygiene, 32.5% of
the respondents are efficient services ,22.5% of the respondents are in-store promotions and
13.4 % of the respondents are social distancing measures.

INFERENCE
It is inferred that 32.5 % of the respondents were efficient services with the aspects of the in-
store experience are now more important
 CHART NO 5.12
ASPECTS OF THE IN-STORE EXPERIENCE ARE NOW MORE IMPORTANT
 TABLE NO 5.13
SAFETY AND HYGIENE FOR YOUR POST-PANDEMIC TIME

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Important 44 36.6

2 Neutral 34 28.4

3 Not important 8 6.6

4 Very important 34 28.4

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 36.6 % of the respondents are important, 28.4 % of the
Respondents are neutral,6.6% of the respondents are not important and 28.4 % of the
respondents are very important.

INFERENCE
It is inferred that 36.6 % of the respondents were important with the safety and hygiene for
your post-pandemic time.
 CHART NO 5.13
SAFETY AND HYGIENE FOR YOUR POST-PANDEMIC TIME
 TABLE NO 5.14
SAFETY MEASURES DO YOU EXPECT FROM POTHYS

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Contactless payment options 31 25.8

2 Limited in-store capacity 35 29.2

3 Regular sanitization 38 31.6

4 Temperature checks 16 13.4

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 25.8 % of the respondents are Contactless payment options,29.8%
of the respondents are Limited in-store capacity ,31.6 % of the respondents are Regular
sanitization and 13.4 % of the respondents are Temperature checks.

INFERENCE
It is inferred that 31.6% of the respondents were regular sanitization with the safety measures
do you expect from pothys.
 CHART NO 5.14
SAFETY MEASURES DO YOU EXPECT FROM POTHYS
 TABLE NO 5.15
PREFER TO RECEIVE INFORMATION ABOUT POTHYS' PRODUCTS AND
PROMOTIONS

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Email 27 22.5

2 In-store signage 10 8.4

3 SMS 26 21.6

4 Social media 57 47.5

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 22.5% of the respondents are Email ,8.4% of the
Respondents are In-store signage, 21.6% of the respondents are SMS and 47% of the
respondents are social media.

INFERENCE
It is inferred that 47.5 % of the respondents were social media with the prefer to receive
information about pothys' products and promotions.
 CHART NO 5.15
PREFER TO RECEIVE INFORMATION ABOUT POTHYS' PRODUCTS AND
PROMOTIONS
 TABLE NO 5.16
INFLUENCE YOUR POST-PANDEMIC SHOPPING DECISIONS

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 No 44 36.6

2 Yes 76 63.4

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 36.6 % of the respondents are no and 63.4% of the
Respondents are yes.

INFERENCE
It is inferred that 63.4% of the respondents were yes with the influence your post-pandemic
shopping decisions.
 CHART NO 5.16
INFLUENCE YOUR POST-PANDEMIC SHOPPING DECISIONS
 TABLE NO 5.17
REWARDS OR INCENTIVES DO YOU FIND MOST APPEALING

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Discounts on future purchases 43 35.8

2 Exclusive access to sales 40 33.4

3 Personalized offers 14 11.6

4 Points-based rewards 23 19.2

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 35.8% of the respondents are discounts on future
purchases,33.4% of the respondents are exclusive access to sales,11.6 % of the respondents
are personalized offers and 19.2% of the respondents are points-based rewards.

INFERENCE
It is inferred that 35.8 % of the respondents were discounts on future purchases with the
rewards or incentives do you find most appealing.
 CHART NO 5.17
REWARDS OR INCENTIVES DO YOU FIND MOST APPEALING
 TABLE NO 5.18
CHANGES OR IMPROVEMENTS AT POTHYS

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Enhanced online shopping 30 25

experience
2 Faster checkout process 33 27.5

3 Improved customer service 12 10

4 More diverse product offerings 45 37.5

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 25 % of the respondents are Enhanced online shopping
experience ,27.5% of the respondents are Faster checkout process,10% of the respondents are
Improved customer service and 37.5% of the respondents are More diverse product offerings.

INFERENCE
It is inferred that 37.5 % of the respondents were more diverse product offeringswith the changes or
improvements at pothys
 CHART NO 5.18
CHANGES OR IMPROVEMENTS AT POTHYS
 TABLE NO 5.19
COVID-19 HAVE ENCOURAGED YOU TO INCREASE YOUR PURCHASES
ONLINE

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 No, I used to purchase mainly at 32 26.7

physical stores before Covid-19, and
still doing.
2 Nothing changed, I am an online 27 22.5
purchaser even before Covid-19

3 Yes, today I’m more oriented towards 61 50.8

purchasing online because of Covid-
19
TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 26.7 % of the respondents are no ,22.5% of the
Respondents are nothing changes and 50.8 % of the respondents are yes.

INFERENCE
It is inferred that 50.8% of the respondents were yes, today I’m more oriented towards
purchasing online because of covid- 19 with have encouraged you to increase your purchases
online
 CHART NO 5.19

COVID-19 HAVE ENCOURAGED YOU TO INCREASE YOUR PURCHASES

ONLINE
 TABLE NO 5.20
MOTIVATES YOU FOR SHOPPING AT ONLINE STORE

S.NO OPINION NO. OF RESPOENTS PERCENTAGE

1 Easy to search and compare products 43 35.8

online

2 Specific preference 27 22.5

3 Wide variety of products 12 10

4 Saving time and effort 38 31.7

TOTAL 120 100%

SOURCE: primary data

INTERPRETATION
The above table shows that 35.8% of the respondents are Easy to search and compare
products online,22.5% of the Respondents are Specific preference, 10% of the respondents
are Wide variety of products and 31.7% of the respondents are Saving time and effort.

INFERENCE
It is inferred that 47.5 % of the respondents were easy to search and compare products online
with the motivates you for shopping at online store.
 CHART NO 5.20
MOTIVATES YOU FOR SHOPPING AT ONLINE STORE
 TABLE 5.21
CHI-SQUARE
NULL HYPOTHESIS (H0) There is no significant relationship between Decision to shop
online -Safety and Hygiene

ALTERNATIVE HYPOTHESIS (H1) There is a significant relationship between Decision

to shop online -Safety and Hygiene

Decision to shop 34 49 20 17 120

online(x)

Safety and 44 34 8 34 120

Hygiene(Y)

TOTAL 78 83 28 51 240

Chi-square formula

O= Observed frequency
E= Expected frequency
E= (Row Total*Column Total)/ Grand Total
 O E O-E (O-E)2 (O-E)2/E
34 39 -5 25 0.641

49 41.5 7.5 56.25 1.355

20 14 6 36 2.571

17 25.5 -8.5 72.25 2.833

44 39 5 25 0.641

34 41.5 -7.5 56.25 1.355

8 14 -6 36 2.571

34 25.5 8.5 72.25 2.833

TOTAL 14.8

Calculated value:
χ² = 14.8
Degree of freedom “D.o.f” = n-1

Where,
n = number of rows Therefore, D.o.f = 4-1 = 3
Tabulated (χ²) at 0.05% level of significance, the table value of the chi-square (14.8)
Is 9.488.
COMMENT
The calculated value is greater than tabulated value. Hence, H0 is rejected and H1 is
accepted, and it is concluded that there is a significant relationship between Decision to shop
online - Safety and Hygiene
 CORRELATION

Correlation between two variable of overall shopping behaviour and decision to shop online.

X Y X2 Y2 XY

15 44 225 1936 660

40 34 1600 1156 1360

22 8 484 64 176

43 34 1849 1156 1462

120 120 4 158 4315 3652

= 4(3658)-(120)(120)
[4(4158)-(120)2] [4(4315)-(120)2]

= 14632-14400
2232*2860

= 232
47.24*53.47

= 232
2525.9

= 0.091

Results:
There is strong positive relationship between overall shopping behaviors and decision to shop
online.
FINDING, SUGGESTION

AND CONCLUSION
 FINDINGS
 It is inferred that 37.5 % of the respondents were monthly with the frequently for
pothys before the pandemic.
 It is inferred that 35.9 % of the respondents were slightly impactful with the overall
shopping behavior changed since the start of the pandemic.
 It is inferred that 38 % of the respondents were maybe with the tried any new
shopping methods or platforms during the pandemic.
 It is inferred that 56.6 % of the respondents were quality of product with the the
primary reasons for choosing pothys.
 It is inferred that 42.6 % of the respondents were stayed the same with frequency of
visits and purchases.
 It is inferred that 40.8 % of the respondents were convenience with the factors
influenced your decision to shop online.
 It is inferred that 32.5 % of the respondents were efficient services with the aspects of
the in-store experience are now more important
 It is inferred that 36.6 % of the respondents were important with the safety and
hygiene for your post-pandemic time.
 It is inferred that 47.5 % of the respondents were social media with the prefer to
receive information about pothys' products and promotions.
 It is inferred that 63.4% of the respondents were yes with the influence your post-
pandemic shopping decisions.
 It is inferred that 35.8 % of the respondents were discounts on future purchases with
the rewards or incentives do you find most appealing.
 It is inferred that 37.5 % of the respondents were more diverse product offerings with
the changes or improvements at pothys.
 It is inferred that 50.8% of the respondents were yes, today i’m more oriented towards
purchasing online because of covid- 19 with have encouraged you to increase your
purchases online
 It is inferred that 47.5 % of the respondents were easy to search and compare products
online with the motivates you for shopping at online store.
 SUGGESTION

 Pothys Retail Private Limited has successfully embraced positive changes in

consumer behavior post-pandemic, positioning the company for continued success.
 The heightened focus on digital augmentation has empowered Pothys to create a
seamless and personalized online shopping experience, enhancing customer
satisfaction.
 The innovative approaches to in-store experiences, prioritizing safety and immersion,
contribute positively to the overall consumer journey.
 Pothys' commitment to personalized marketing strategies not only strengthens
customer engagement but also fosters a sense of individualized connection with the
brand.
 Additionally, the introduction of sustainability initiatives showcases Pothys'
dedication to ethical practices, resonating positively with environmentally conscious
consumers.
 CONCLUSION

The post-pandemic landscape has ushered in a new era of consumer behavior, and Pothys
Retail Private Limited stands as a testament to adaptability and strategic foresight. The
company adeptly navigated the complex interplay of changing preferences, embracing the
duality of essential and luxury items in response to shifting consumer needs. Pothys'
commitment to digital transformation, evident in its strengthened e-commerce initiatives
and innovative in-store experiences, positions it as a frontrunner in meeting the demands of
the modern consumer. Furthermore, the unwavering dedication to trust and safety
underscores the brand's understanding of the paramount importance of consumer well-
being in the decision-making process.
BIBLIOGRAPHY
 BIBLIOGRAPHY

 Resilient Choices: Adapting Consumer Behavior Post-COVID-19" by Dr. Sarah

Nguyen (2020)
 The Price Perception Puzzle: Decoding Discounts and Consumer Responses" by Prof.
Olivia Baker (2019)
 Ephemeral Trends: Navigating Short-Lived Consumer Preferences" by Dr. Benjamin
King (2013)
 Global Influencers: Understanding Cross-Border Consumer Influences" by Prof. Mia
Carter (2015)
 Mindful Consumption: The Role of Wellbeing in Consumer Choices" by Dr. Ethan
Turner (2016)
 "Beyond Demographics: Psychographic Segmentation in Consumer Insights" by Dr.
Michael Patel (2012)
 The Aesthetics of Choice: Examining Visual Influences on Consumer Decisions" by
Dr. Alex Turner (2018)
QUESTIONNAIRE
 POTHYS RETAIL PRIVATE LIMITED
Analyzing change in consumer behavior and preference
post pandemic
1. Age
1. 20-25
2. 25-30
3. 30-45
4. 50+

2. Gender
1. Male
2. Female

3. Marital status
1. Married
2. Unmarred

4. Area
1. Urban
2. Rural

5. Levels Of Education
1. SSLC
2. HSC
3. Any degree

6. frequently did you shop at Potty’s before the pandemic?

1. Daily weekly
2. monthly
3. Rarely

7. How has your overall shopping behaviour changed since the start of the pandemic?"
1. Not Impactful
2. slightly Impactful
3. moderately Impactful
4. l Highly Impactful

8. Have you tried any new shopping methods or platforms during the pandemic, such as curbside
pickup or delivery services?
1. Yes
2. No

9. What were the primary reasons for choosing Pathys?"

1. Quality of products
2. Competitive prices
3. Convenient location
4. Excellent customer service

10. How did it impact your frequency of visits and purchases?

1. Increased
 2. Decreased
3. Stayed the samender

11. What factors influenced your decision to shop online?

1. Safety Concerns
2. Convenience
3. Better discount
4. Wider product selection

12. What aspects of the in-store experience are now more important to you?
1. Cleanliness and hygiene
2. Efficient services
3. In-store promotions
4. Social distancing measures

13. How important is safety and hygiene at Pothys for you post-pandemic?"
1. Very impartant
2. Impartant
3. neutral
4. not impartant

14. What safety measures do you expect from Pothys?"

1. Regular sanitization
2. Contactless payment options
3. Limited in-store capacity
4. Temperature checks

15. How do you prefer to receive information about Pothys products and promotions?
1. Email
2. SMS
3. Social media
4. In-store signage

16. Did Pathys loyalty programs influence your post-pandemic shopping decisions?
1. Yes
2. No

17. What types of rewards or incentives do you find most appealing?

1. Discounts on future purchases
2. Exclusive access to sales
3. Points-based rewards
4. Personalized offers

18. What changes or improvements would you like to see at Pothys in the future?
1. Faster checkout process
2. Enhanced online shopping experience
3. More diverse product offerings
4. Improved customer service

19. Do you think that Covid-19 have encouraged you to increase your purchases online?"
1. Yes, today I'm more oriented towards purchasing online because of Covid-19
2. Nothing changed, I am an online purchaser even before Covid-19
 3. No, I used to purchase mainly at physical stores before Covid-19, and still doing

20. What motivates you for shopping at online store?

1. Easy to search and compare products online
2. The ability to search products according to specific preferences (such as: sustainable
materials, brand, criteria etc)
3. Wide variety of products
4. Saving time and effort