Muslim consumer behaviour when facing fear of COVID-19

Usman, Hardius; Projo, Nucke Widowati Kusumo; Wulansari, Ika Yuni; Chairy, N.A.

doi:10.1504/ijimb.2021.117592

Cited by 2 publications

(4 citation statements)

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“…Studies have established direct relationships between employee-customer interactive behaviour and customer satisfaction (Bitner et al, 1994;Coye, 2004;S€ oderlund, 2018). However, the threat of the COVID-19 infection makes consumers more susceptible, directly affecting their happiness during in-store interaction (Milakovi c and Miocevic, 2022; Usman et al, 2022). Customers are apprehensive and influenced by risk perceptions associated with diseases, which usually result in change and development of behaviour (Tavitiyaman and Qu, 2013;Foroudi et al, 2021).…”

Section: The Direct Effects Of Icp and Customer Satisfactionmentioning

confidence: 99%

“…Customers are apprehensive and influenced by risk perceptions associated with diseases, which usually result in change and development of behaviour (Tavitiyaman and Qu, 2013;Foroudi et al, 2021). It has been established that perceived risk affects social behaviour and actions (Usman et al, 2022). High risk perception about a situation leads to higher chances of reacting to threats, while manageable risk is less concerning (Ding et al, 2021;Xie et al, 2020).…”

Section: The Direct Effects Of Icp and Customer Satisfactionmentioning

confidence: 99%

“…High risk perception about a situation leads to higher chances of reacting to threats, while manageable risk is less concerning (Ding et al, 2021;Xie et al, 2020). Therefore, since the transmission of COVID-19 is known as a human-to-human transmission through interactions among others (Usman et al, 2022), in situations where customers perceive that the implementation of COVID-19 protocols will lessen the likelihood of COVID-19 infection, these perceptions will moderate the relationship between in-store interactions and customer satisfaction. On this basis, it is hypothesised:…”

Section: The Direct Effects Of Icp and Customer Satisfactionmentioning

confidence: 99%

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Buyer–seller interactions and customer satisfaction – the moderating role of COVID-19 protocols: a study of small apparel fashion enterprises in the regional shopping malls in Ghana

Yeboah,

Haider,

Amoako

2023

AJEMS

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PurposeThe study explored the relationship between buyer–seller interactions and customer satisfaction in the small apparel fashion enterprises in the emerging markets. The moderating role of COVID-19 protocols implementations on buyer–seller interactions and customer satisfaction was further examined.Design/methodology/approachBuyer–seller interactions affecting customer satisfaction were divided into three constructs, namely, interactions relating to the overall customers shopping experience, smooth payment process and in-store interactions, and the COVID-19 protocols implementations were used as a moderator. A convenient sampling strategy was adopted to survey 450 customers of apparel fashion enterprises within the four regions in Ghana, of which 397 were validly used for the analysis. Existing questionnaires were adapted to collect data from the respondents. The data collected was therefore analysed using SPSS and SmartPLS programme to ascertain the nature of the relationships among the variables.FindingsThe study found that, in-store interactions, shopping experience and smooth payment processes directly influence customer satisfaction. However, the implementation of COVID-19 protocols failed to moderate the relationship between buyer–seller interactions and customer satisfaction.Research limitations/implicationsThe limitations of the study involve its context-specific, focusing on the small apparel and fashion market. Also, future researchers can re-examine the model in other geographical jurisdictions, focusing on small apparel owners’ competencies and other variables that position buyer–seller interactions as precursors of customer satisfaction in the small apparel fashion industry. The theoretical and managerial relevance of the findings are also discussed.Originality/valueThe paper extends the domain of buyer–seller interactions and customer satisfaction phenomena within the apparel fashion industry. Its examination of the impact of COVID-19 protocols’ implementation on customer satisfaction provides an insight into managers regarding how the applications can affect customers in a typical shopping environment.

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Section: The Direct Effects Of Icp and Customer Satisfactionmentioning

confidence: 99%

Section: The Direct Effects Of Icp and Customer Satisfactionmentioning

confidence: 99%

Section: The Direct Effects Of Icp and Customer Satisfactionmentioning

confidence: 99%

See 1 more Smart Citation

Buyer–seller interactions and customer satisfaction – the moderating role of COVID-19 protocols: a study of small apparel fashion enterprises in the regional shopping malls in Ghana

Yeboah,

Haider,

Amoako

2023

AJEMS

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“…From the perspective of this outbreak, several studies have discussed its possible effects on consumers’ religiosity (Boguszewski et al , 2020; Lucchetti et al , 2021; Rostiani et al , 2021; Wildman et al , 2020; Yıldırım et al , 2021). However, surveys investigating the impact of negative emotions such as Covid-19 fear on the IR of Muslims concerning their consumption behaviour are lacking (Usman et al , 2021).…”

Section: Introductionmentioning

confidence: 99%

Do fear and perceived knowledge of Covid-19 drive sustainable consumption behaviour in Muslims? The mediating role of religiosity

Batool

Shabbir

Abrar

et al. 2022

JIMA

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Purpose This research aims to investigate the impact of fear and perceived knowledge (PK) of Covid-19 on the sustainable consumption behaviour (SCB) of Muslim consumers and to test the mediating role of (intrinsic) religiosity. Design/methodology/approach A total of 417 responses were collected during Covid-19 lockdown through an online structured survey using the snowball technique. A two-step research approach was adopted. In Study 1, an exploratory factor analysis was performed on the SCB measurement scale through SPSS. In Study 2, hypothesised associations were analysed using SmartPLS-SEM. Findings PK of Covid-19 pandemic directly motivates SCB in Muslim consumers, whereas fear has no direct effect on any factor of SCB. Religiosity is found to be a significant driver of SCB. Indirect effects also depict that religiosity positively mediates the association between fear and SCB as well as PK and SCB. Practical implications The study may guide policymakers and marketers in using the current pandemic as a tool to inspire sustainable consumption. Religious values, teachings and knowledge about the pandemics can be publicised to create awareness and induce desired behaviour to cope with adverse events and adopt sustainable consumption patterns and lifestyles among Muslim consumers. Originality/value The article is the pioneer of its kind to present survey research about Covid-19 fear and PK’s impact on SCB through religiosity. It adds to the Islamic marketing literature about religiosity, coping theory, PK and fear of pandemics and their role in transitioning Muslim consumers towards SCB. Moreover, the use of partial least squares structural equation modelling in the context of Covid-19 research was extended.

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Muslim consumer behaviour when facing fear of COVID-19

Cited by 2 publications

References 0 publications

Buyer–seller interactions and customer satisfaction – the moderating role of COVID-19 protocols: a study of small apparel fashion enterprises in the regional shopping malls in Ghana

Buyer–seller interactions and customer satisfaction – the moderating role of COVID-19 protocols: a study of small apparel fashion enterprises in the regional shopping malls in Ghana

Do fear and perceived knowledge of Covid-19 drive sustainable consumption behaviour in Muslims? The mediating role of religiosity

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