Track: Service Systems and Service Management

Abstract

In recent times the community is facing an alarming threat from the repeated pandemic, which has changed our lifestyle in many ways. This study assesses the fact that how the mind set of customers buying decisions in supermarkets for their day-to-day consumables and essential products have changed because of this pandemic. This change in behavior is found by identifying some factors that are related to the consumers buying behaviour in supermarkets and then deeply related to the pandemic. The aim of this paper is to develop assessment framework for consumer purchase decision in supermarkets using multi-grade fuzzy approach. The framework is developed using four enablers, twelve criteria and twenty-four attributes. Important Performance Analysis (IPA) is conducted to find the gaps where the case-supermarket lagged which in turn could attract the customers to increase foot traffic and sales.