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All Journal Journal of the Community Development in Asia
Mohammad Hazaini, Ainun Adibah Binti
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Humanities

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Impact of Covid-19 Pandemic on Customer Satisfaction and Business Performance Yew, Lew Tek; Ling, Lim Hui; Mohd Fuad, Ahmad Azeedi Reza Bin; Akbal Khan, Afra Binti; Ismail, Aimi Aleeya Binti; Mohammad Hazaini, Ainun Adibah Binti; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 7, No 3 (2024): September 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v7i3.3502

Abstract

SARS-CoV-2 virus is the pathogenic virus leading to coronavirus illness, Covid-19. The Covid-19 pandemic has instigated significant global shifts, hence prompting considerable changes. As a result of this occurrence, restrictions were introduced to control the spread of the pandemic. Businesses that focus on digitalization instinctively contribute to higher demand for the purchase of products and services utilizing the Internet. The purpose of study is to examine the main impact of Covid-19 pandemic on customer satisfaction and business performance in Malaysia. In order to conduct the research, data collection will be used such as surveys and observational methods. A total of 150 customers and business owners responded to the survey. The results showed many businesses' continuance depend heavily toward customer behaviour, thus most businesses altered their approach especially towards the standards of product, price, promotion and place to fit in and adjust accordingly. Consequently, research for both aspects were done as there are interrelations between each other. Through this research, we view back measures taken by customers and businesses to navigate during tough times
The Impact of COVID-19 Pandemic on Customer Satisfaction and Business Performance Lew, Tek Yew; Ling, Lim Hui; Mohd Fuad, Ahmad Azeedi Reza Bin; Akbal Khan, Afra Binti; Ismail, Aimi Aleeya Binti; Mohammad Hazaini, Ainun Adibah Binti; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 7, No 3 (2024): September 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v7i3.3502

Abstract

The COVID-19 pandemic, caused by the SARS-CoV-2 virus, triggered significant global disruptions, leading to widespread restrictions aimed at controlling the virus's spread. These restrictions prompted businesses to rapidly adapt, with a strong focus on digitalization, to meet evolving consumer demands. This study examined the impact of the COVID-19 pandemic on customer satisfaction and business performance in Malaysia. Data were collected from 150 customers and business owners through surveys and observational methods. The findings revealed that perceived usefulness and business reaction were highly significant factors influencing customer satisfaction and business performance. Additionally, perceived overall performance played a crucial role in how businesses navigated the pandemic. However, perceived satisfaction was not a significant predictor, suggesting that while businesses successfully adapted, these changes did not necessarily lead to higher customer satisfaction. The study underscores the importance of agile and customer-centric strategies, emphasizing that businesses must continue to evolve their operational approaches to survive and thrive in an increasingly uncertain environment.
Co-Authors Akbal Khan, Afra Binti Ismail, Aimi Aleeya Binti Kee, Daisy Mui Hung Lew, Tek Yew Ling, Lim Hui Mohd Fuad, Ahmad Azeedi Reza Bin Yew, Lew Tek