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- W3191126875 abstract "Modern trade outlets have made a wider range of offers and larger varieties available under one roof by implementing planned and methodical methods to the distribution chain. As well modern trade, as opposed to general trade, is distinguished by the multiple aspects aiming to enhance availability, and its processes had to initiate significant change in the COVID-19 epidemic to increase customer satisfaction. It triggered a global outbreak, resulting in a total shutdown to prevent the illness from spreading. As a result, retailers have found it increasingly difficult to please their customers. Considering the issue, the research was conducted with two goals in mind to investigate the elements that affect consumer satisfaction during COVID-19 from the perspective of retailers and to investigate the impact of new trade retailing practices on consumer satisfaction during the pandemic situation. By using the qualitative method, data was gathered from in-depth interviews with middle-level managers of large-scale modern trade retailers in Sri Lanka. The results demonstrate that the traditional parameters that determine consumer satisfaction in a non-pandemic context had changed in the pandemic environment according to the modern trade retailers. As a result, modern trade retailers have placed a greater emphasis on consumer safety and perceived risk than on loyalty service quality and trust. Furthermore, during the COVID epidemic, this research demonstrates the strategies that modern trade retailers employed to delight their customers. The insights will be critical in identifying the factors that impact consumer satisfaction during COVID-19, as well as identifying future hazards associated to COVID-19 that will influence the industry." @default.
- W3191126875 created "2021-08-16" @default.
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- W3191126875 date "2021-07-21" @default.
- W3191126875 modified "2023-09-26" @default.
- W3191126875 title "Assessing the Viability of Modern Trade Retailer Practices to Satisfy Customers Amidst the COVID-19 Pandemic" @default.
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