Abstract
As informal workers struggle to survive the current crisis, there is reason to believe that more strain would also be exerted on the already fragile sector in the post-crisis era. The implications of the COVID-19 outbreak for the informal economy will continue. Faced with a long crisis, the global economy would likely shrink demand for informal goods and services. The primary goal of this paper is to study consumer behavior during the pandemic, investigate government-implemented Standard Operating Procedures (SOPs) for the unorganized retail sector, and determine if consumers prefer to have goods delivered to their homes rather than visit retail stores. This paper collected information from a number of Indian customers who made unorganized retail transactions in New Delhi and NCR Region. The sample was taken from 700 citizens of New Delhi, India. The study found that product variety, digital payment, scheduling, free delivery and lower speed have a significant effect on customer behavior. In addition, SOPs do not influence consumer behavior. The main reasons for choosing a specific channel are simple availability, security, less hassle, and compliance with all laws. The pandemic led to a renewed trust in the local Kirana shop, with new clients visiting metro and non-metro shops locally. The system in Kirana has changed from physical sales to digital aviation because of the pandemic.
Highlights
COVID-19 has become the largest disruptor of human life and business (Krishna, 2020)
While people are afraid of the virus contracted, the national lockdown declared on March 24, 2020 by Premier Narendra Modi has led to serious disturbances and widespread confusion
As can be for the unorganized retail sector, and determine if seen in Table 1, a maximum number of respondconsumers prefer to have goods delivered to their ents were females (54.28%) followed by males homes rather than visit retail stores
Summary
COVID-19 has become the largest disruptor of human life and business (Krishna, 2020). The pandemic of coronavirus stormed the world. While people are afraid of the virus contracted, the national lockdown declared on March 24, 2020 by Premier Narendra Modi has led to serious disturbances and widespread confusion. Every state government declares that all necessary steps and measures will be taken. In the middle of this lock-out, consumer behavior has rapidly changed in India and around the world since the crisis. Due to the panic lock-out, people picked up vital things such as rice, wheat, frozen food, home care, etc. This paper examines the change in consumer platform preferences to essential goods. This study will illustrate the changing behavior of customers when choosing a place where important items can be purchased and why a certain retailer must be selected when shopping
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