A Study On Customer Purchasing Behaviour in Online Shopping During Pandemic (Covid-19)

CUSTOMER PURCHASING BEHAVIOUR IN
ONLINE SHOPPING DURING PANDEMIC

(COVID-19)
Darren Joel Severinus 08DPI18F1067

Zeti Balqis Binti Faisal 08DPI18F1052
Aiman Daniel Bin Rumaizi 08DPI18F1059
DIPLOMA IN INTERNATIONAL BUSINESS

DEPARTMENT OF COMMERCE
NOVERMBER 2020
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DECLARATION OF ORIGINALITY
TITLE : CUSTOMER PURCHASING BEHAVIOUR IN ONLINE

SHOPPING DURING PANDEMIC (COVID-19)
SESSION : June 2018
1. We, 1. DARREN JOEL SEVERINUS (08DPI18F1067)
2. ZETI BALQIS BINTI FAISAL (08DPI18F1052)
3. AIMAN DANIEL BIN RUMAIZI (08DPI18F1059)
are the final year students of Diploma in International Business, Commerce

Department, Politeknik Sultan Salahuddin Abdul Aziz Shah, located at
Persiaran Usahawan, 40150 Shah Alam, Selangor.
2. We acknowledge that “A Study on Customer Purchasing Behaviour in Online

Shopping During Pandemic (Covid-19)” and the intellectual property
contained therein the work of our original works, without imitating any other
parties’ intellectual property.
3. We agree to release the project’s intellectual properties to the above said

polytechnic in order to fulfil the requirement of awarded Diploma in
International Business.
ii
Prepared by
a) DARREN JOEL SEVERINUS ) ……….…………………….
DARREN JOEL SEVERINUS
b) ZETI BALQIS BINTI FAISAL ) ………………………………

ZETI BALQIS BINTI FAISAL
c) AIMAN DANIEL BIN RUMAIZI ) ……………………………….

AIMAN DANIEL BIN RUMAIZI
In the presence of RAHIMAWATI BINTI MUHAMMAD YUSOFF

As the project supervisor on: ……………… (date)
Verified by:
……………………….
(RAHIMAWATI BINTI MUHAMMAD YUSOFF)
DEPARTMENT OF COMMERCE
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ACKNOWLEDGEMENT
The success and outcome of this assignment require a lot of guidance and assistance
from many people and we are extremely fortunate to have got this all along the
completion of our assignment work. Whatever we have done is only due to such
guidance and assistance and we would not forget to thank them.
We humbly put our respect and thank to our excellent supervisor, Puan Rahimawati
binti Muhammad Yusoff for giving us an opportunity to do this assignment work and
providing us all with support and guidance throughout our research. We have
achieved and adapt the level of our Diploma to her expense and we thank her for that.
We would also like to express our deep and sincere gratitude to our Business Project
and Academic Advisor, Dr. Aziam Mustafa for giving us the opportunity to do
research and providing invaluable guidance throughout this research and the whole
semester. Her dynamism, vision, sincerity, and motivation have deeply inspired us to
go for that extra mile. We are extremely and indebted to her for all of the valuable
support and encouragement and for that we are forever grateful.
In addition, we would like to take this opportunity to thank our family members and
friends, who have given us moral and physical support alongside with advices and
encouragements to finish this project with the pandemic issue we have been impacted
throughout the year. We place our absolute gratitude all, who have lent their helping
hands throughout this journey.
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ABSTRACT
COVID-19 is the infectious disease caused by the most recently discovered

coronavirus. This new virus and disease were unknown and discovered somewhere
around December 2019. COVID-19 is now a pandemic affecting many countries
globally. Thus, it has affected all around the world especially economically, along
with current events of staying at home, this shows the decreasing effects of going
outside for traditional shopping. Hence, the community look towards online shopping
and the rates of online shoppers has increase drastically. With different worries and
opinions, many topics appears such as how the pandemic would affect the customers
purchasing behaviour. Therefore, this study has two objectives. One is to determine
the impact of factors, (e.g., trust, time, price, privacy, safety and security) on the
intention of purchasing behaviour in online shopping platform. And the second one is
to compare the customers purchasing behaviour in online shopping during pandemic
based on gender. The study will be conducted in Politeknik Sultan Salahuddin Abdul
Aziz Shah. The target population are students and staff of Politeknik Sultan
Salahuddin Abdul Aziz Shah. The total of staffs is 426 people and a total of 4,730
students. The study will be carried out on 200 respondents. The method of collecting
data is through quantitative method. With the lockdown and movement control order
it has been stricter for any face-to-face activities. Therefore, the collection method
used is “Google Form”. The findings of this study will contribute to bridging the gap
in knowledge on the potential of using online shopping and where it might lead in the
future.
Keywords: Customer Purchasing Behaviour, Online Shopping, Pandemic, Covid-19,

Genders, Trust, Time, Price, Privacy, Safety & Security
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ABSTRAK
COVID-19 adalah penyakit berjangkit yang disebabkan oleh coronavirus yang baru
ditemui. Virus dan penyakit baru ini tidak diketahui dan dijumpai di suatu tempat
sekitar Disember 2019. COVID-19 kini menjadi wabak yang menyerang banyak
negara di seluruh dunia. Oleh itu, ia telah mempengaruhi seluruh dunia terutamanya
dari segi ekonomi, bersama dengan kejadian semasa tinggal di rumah, ini
menunjukkan kesan penurunan dari pergi ke luar untuk membeli-belah tradisional.
Oleh itu, masyarakat memandang ke arah membeli-belah dalam talian dan kadar
pembeli dalam talian meningkat secara drastik. Dengan kebimbangan dan pendapat
yang berlainan, banyak topik muncul seperti bagaimana wabak itu mempengaruhi
tingkah laku pembelian pelanggan. Oleh itu, kajian ini mempunyai dua objektif. Salah
satunya adalah untuk menentukan kesan faktor, (seperti kepercayaan, masa, harga,
privasi, keselamatan dan keselamatan) terhadap niat tingkah laku pembelian di
platform membeli-belah dalam talian. Dan yang kedua adalah membandingkan
tingkah laku pembelian pelanggan dalam membeli-belah dalam talian semasa
pandemik berdasarkan jantina. Kajian akan dilakukan di Politeknik Sultan Salahuddin
Abdul Aziz Shah. Populasi sasaran adalah pelajar dan kakitangan Politeknik Sultan
Salahuddin Abdul Aziz Shah. Jumlah kakitangan adalah 426 orang dan seramai 4,730
pelajar. Kajian akan dilakukan terhadap 200 orang responden. Kaedah pengumpulan
data adalah melalui kaedah kuantitatif. Dengan perintah penguncian dan kawalan
pergerakan, lebih ketat bagi sebarang aktiviti tatap muka. Oleh itu, kaedah
pengumpulan yang digunakan adalah "Google Form". Penemuan kajian ini akan
menyumbang untuk merapatkan jurang pengetahuan mengenai potensi menggunakan
membeli-belah dalam talian dan di mana ia mungkin membawa masa depan.
Kata kunci: Tingkah Laku Pembelian Pelanggan, Belanja Dalam Talian, Pandemik,
Covid-19, Jantina, Kepercayaan, Masa, Harga, Privasi, Keselamatan & Keselamatan
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TABLE OF CONTENTS
DECLARATION OF ORIGINALITY .......................................................................... ii
ACKNOWLEDGEMENT ............................................................................................ iv
ABSTRACT ................................................................................................................... v
ABSTRAK .................................................................................................................... vi
TABLE OF CONTENTS ............................................................................................. vii
LIST OF TABLES ......................................................................................................... x
LIST OF FIGURES ...................................................................................................... xi
CHAPTER 1 .................................................................................................................. 1
INTRODUCTION ......................................................................................................... 1
1.1 INTRODUCTION/PREAMBLE .................................................................... 1
1.2 BACKGROUND OF STUDY ........................................................................ 3
1.3 PROBLEM STATEMENT ............................................................................. 4
1.4 RESEARCH OBJECTIVES ........................................................................... 5
1.5 RESEARCH QUESTIONS ............................................................................. 5
1.6 SCOPE OF STUDY ........................................................................................ 5
1.7 SIGNIFICIANT OF STUDY .......................................................................... 5
1.8 OPERATIONALIZED DEFINITIONS .......................................................... 6
1.9 SUMMARY CHAPTER ................................................................................. 7
CHAPTER 2 .................................................................................................................. 8
LITERATURE REVIEW .............................................................................................. 8
2.1 INTRODUCTION ............................................................................................... 8
2.2 THEORY ............................................................................................................. 8
2.3 ONLINE SHOPPING AND COVID-19 ........................................................... 10
2.4 PURCHASING BEHAVIOUR ......................................................................... 11
2.5 SAFETY & SECURITY .................................................................................... 12
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2.6 TIME .................................................................................................................. 12
2.7 GENDER ........................................................................................................... 13
2.8 TRUST ............................................................................................................... 14
2.9 CHAPTER SUMMARY .................................................................................... 15
CHAPTER 3 ................................................................................................................ 16
RESEARCH METHODOLOGY ................................................................................. 16
3.1 INTRODUCTION ............................................................................................. 16
3.2 RESEARCH DESIGN ....................................................................................... 16
3.3 DATA COLLECTION METHOD .................................................................... 16
3.4 RESEARCH INSTRUMENTS .......................................................................... 17
3.4.1 SECTION A .................................................................................................... 17
3.4.2 SECTION B .................................................................................................... 17
3.4.3 SECTION C .................................................................................................... 17
3.4.4 SECTION D .................................................................................................... 17
3.5 SAMPLING TECHNIQUE ............................................................................... 18
3.6 PILOT TEST ...................................................................................................... 18
3.7 DATA ANALYSIS METHOD.......................................................................... 19
3.8 CHAPTER SUMMARY .................................................................................... 19
CHAPTER 4 ................................................................................................................ 20
DATA ANALYSIS AND FINDINGS ........................................................................ 20
4.1 INTRODUCTION ............................................................................................. 20
4.2 CRONBACH ALPHA ....................................................................................... 20
4.3 DESCRIPTIVE ANALYSIS ............................................................................. 21
4.3.1 RESPONDENT DEMOGRAPHIC PROFILE ............................................... 21
4.3.2 CENTRAL TENDENCIES MEASUREMENT OF CONSTRUCTS ............ 24
4.4 INFERENTIAL ANALYSIS ............................................................................. 26
4.4.1 PEARSON’S CORRELATION COEFFICIENT ........................................... 26
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4.4.2 MULTIPLE REGRESSION ........................................................................... 33
4.4.2.1 MULTIPLE REGRESSION OVERALL..................................................... 33
4.4.2.2 MULTIPLE REGRESSION MALE PERSEPECTIVE .............................. 36
4.4.2.3 MULTIPLE REGRESSION FEMALE PERSEPECTIVE .......................... 38
4.5 OVERALL TEST OF SIGNIFICANT .............................................................. 41
4.6 CHAPTER SUMMARY .................................................................................... 43
CHAPTER 5 ................................................................................................................ 44
CONCLUSION AND RECOMMENDATIONS ........................................................ 44
5.1 INTRODUCTION ............................................................................................. 44
5.2 DISCUSSION .................................................................................................... 44
5.3 CONCLUSION .................................................................................................. 44
5.4 LIMITATIONS .................................................................................................. 45
5.5 RECOMMENDATION ..................................................................................... 46
5.6 CHAPTER SUMMARY .................................................................................... 46
REFERENCES ............................................................................................................ 47
Bibliography ................................................................................................................ 47
APPENDIX/APPENDICES ........................................................................................ 51
APPENDIX A: PROJECT GANTT CHART .......................................................... 51
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LIST OF TABLES
Table 3. 1. Reliability Test for Pilot Test ................................................................. 18
Table 4. 1 Reliability Test for actual questionnaire ................................................ 20

Table 4. 2 D1. GENDER ............................................................................................ 21
Table 4. 3 D2. STATUS OF RESPONDENT .......................................................... 22
Table 4. 4 D3. AGE RANGE ..................................................................................... 22
Table 4. 5 D4. PERSONAL INCOME ..................................................................... 23
Table 4. 6 Statistical Summary Overall ................................................................... 24
Table 4. 7 Pearson’s Correlation Coefficient Overall ............................................. 27
Table 4. 8 Correlation Coefficient Men Perspective ............................................... 29
Table 4. 9 Correlation Coefficient Women Perspective ......................................... 31
Table 4. 10 Model Summary Overall ...................................................................... 33
Table 4. 11 ANOVA ................................................................................................... 33
Table 4. 12 Coefficients .............................................................................................. 34
Table 4. 13 Model Summary Male Perspective ....................................................... 36
Table 4. 14 ANOVA Male Perspective ..................................................................... 36
Table 4. 15 Coefficients Male Perspective ............................................................... 37
Table 4. 16 Model Summary Female Perspective ................................................... 38
Table 4. 17 ANOVA Female Perspective ................................................................. 39
Table 4. 18 Coefficients Female Perspective ............................................................ 39
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LIST OF FIGURES
Figure 2. 1 Dr Rizwana et al, 2015 Theoretical Model of the Study ....................... 9

Figure 2. 2 N Ramya et al. Model of Buyer Behaviour .......................................... 10
Figure 2. 3 MBA Consumer Buying Behaviour Process ........................................ 11
Figure 3. 1 Cronbach’s Alpha rule-of-thumb (Tavakol and Dennick,2011) ........ 19
Figure 4. 1 Size of Correlation Coefficient .............................................................. 27
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CHAPTER 1
INTRODUCTION
1.1 INTRODUCTION/PREAMBLE
This chapter was explored of the recent outbreak of COVID-19 related to purchasing
behaviour in online shopping during the pandemic. It is the infectious disease caused
by the most recently discovered coronavirus. This new virus and disease were
unknown before the outbreak began in Wuhan, China, in December 2019. COVID-19
is now a pandemic affecting many countries globally (WHO, 2020). Thus, it has
affected all around the world especially economically, with the creation of Movement
Control Order (MCO) here in Malaysia, it had increased the difficulty of movement
from one place to another, for instance purchasing essential items such as foods
products, water supplies, hygiene items and raw materials for companies to run
manufacturing factories. Therefore, consumers have alternated to online shopping.
Online shopping is one of the commonly used mediums for convenient shopping. It is,
in fact, a popular means of shopping among the Internet community (Bourlakis et
al,2008, as cited in Rizwana, Irsa, Waqas, 2015). With up-and-coming e-commerce
development, there is constant upgrade, and it causes change towards customer
purchasing behaviour. There are many variables that can lead a customer’s purchasing
behaviour into buying or not towards a product. These factors can conclude to what
can be affected towards purchasing behaviour, but which do impact the most? The
constant change of impact of each variables plays a role into customer purchasing
behaviour as it led customer into buying a product or not.
Consumer characteristics are driven by various types of features. Consumer

shopping orientations, demographic variables, computer, internet knowledge and
usage, consumer innovativeness and psychological variables (Lakshmi, 2016) This
means that variables such as gender can be very impactful or the quite opposite and
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any factors whether it be as small as an internet problem or as big as a world
pandemic, it is a certain that there is an impact occurs.
As a citizen and a community, it increases the fear of going outside due to

virus and the additional fear of “panic-purchasing” in the earlier stages of the
pandemic. The Movement Control Order (MCO) was implemented as a preventive
measure by the federal government of Malaysia in response to the Covid-19 pandemic
in the country on 18 March 2020. The MCO is a general prohibition of mass
movement and public gathering across the county for instance religious, sports, social
and cultural activities. To enforce this prohibition, all business premises would be
closed except for supermarket, public markets, groceries stores and convenience stores
selling everyday necessities. Due to this, all members in the community are made to
abide to follow order from the government. Before Malaysia announced the
movement control order, supermarkets across the country began to see a surge in
panic buying, and the supply of surgical masks everywhere was out of stock, causing
prices to skyrocket.
With this, it led to customers to use more of online shopping platform as it is

convenient and safe during this pandemic. Online shopping has been off the chart ever
since the pandemic hits, On Sunday, 22 March 2020, The Star reported that only the
head of the family is allowed to go out to buy daily necessities and medication as was
announced by Senior Minister Datuk Seri Fadillah Yusof. With the new guidelines to
prevent the spread of COVID-19, the rates of the brick-and-mortar shopping method
had decreased, and this had affected the customer’s desire to shop and therefore they
had alternate towards online shopping.
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1.2 BACKGROUND OF STUDY
In the coming years, it is expected that growth of e-commerce will increase like
never before with all the current technologies. The rate of online shopping is
increasing beyond measure rate and this is driving e-commerce owner’s crazy to keep
their solid place in the online race (Haniska Roy,2020). That being said, this shows
how determined e-commerce owners to understand online shopping even more. This
cause e-commerce owner to raise their brows of what can be a factor for a customer to
purchase a certain product, to understand their purchasing behaviour.
In March 2020, The Star reported that during the pandemic there was a lot of
activities such as sports events, gatherings, religious, social, and cultural activities
such as going out shopping were prohibited. Prime Minister Tan Sri Muhyiddin
Yassin explain how all places of worship and business premises must be closed and
that affected the whole dynamic of traditional consumer market. With the
community’s movement was restricted, their desire to traditional shop was limited as
well, therefore many consumers and business owners alternate towards online
shopping platform but this does raise a question of how the pandemic still would
affect their behaviour towards online shopping.
Even when E-Commerce is already growing at an unprecedented rate it shows that

it is already well established, but all had change when a global pandemic reached the
globe early 2020. At this point of time, many shop owner and business owners were
worried of the sudden change and see that e-commerce is the right alternative towards
shopping. But as that may the right alternative it might not be the best. There are
countless variables that can affect the customers’ purchasing behaviour and which
might be impactful towards it. Therefore, a study was conducted to bridge the gap.
3
1.3 PROBLEM STATEMENT
The Coronavirus had impacted the whole e-commerce of the world; it has changed
the nature of the nature of business. According to research 52% of consumers
avoiding going back brick and mortar shopping and crowded areas. Furthermore, 36%
avoiding brick and mortar shopping until they get coronavirus vaccine. Overall e-
commerce is growing rapidly because of the virus. (Anam Bhatti et al.,2020) This had
increase customer’s fear of going outside and contracted the virus.
Therefore, shoppers decide to move to a different alternative which is online

shopping. Even with their desire was fulfilling to do some shopping, the doubts were
still lurking around the online shoppers. Area that was worrying for online shoppers
such as the safety of the delivery service, shoppers asking themselves it is safe. Online
shoppers were worried that the shopping platform may be time-consuming, or even is
the price going to be different that traditional shopping. These are the few first
problem that came into the online shoppers’ minds.
Reported by The Star, Senior Minister Datuk Seri Fadillah Yusof said, “Only the
head of the family is allowed to go out to buy daily necessities and medication during
the 14-day movement control order (MCO)”. As a result, it increases the difficulty of
movement from their homes to the supermarket to buy the necessities. With restriction
of movement, this conclude that most consumer will turn their heads into online
shopping. This create a big gap as there are endless variables that can put an impact
towards purchasing behaviour such as safety of a platform to be used first time, the
trust to have towards a product, the probability of time to be consumed and many
more.
There are few studies conducted towards online purchasing behaviour, but they
were minimal studies that were conducted in a Malaysia setting. However, there were
none in particular was conducted on online purchasing behaviour during the COVID-
19 pandemic and in Shah Alam hence providing a big gap of knowledge for e-
commerce owners.
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1.4 RESEARCH OBJECTIVES
• To determine the impact of factors (trust, time, price, privacy, safety and security)
on the intention of purchasing behaviour in online shopping platform.
• To compare the customer purchasing behaviour in online shopping during
pandemic based on gender.
1.5 RESEARCH QUESTIONS
• What determine the impact of factors (trust, time, price, privacy, safety and
security) on the intention of purchasing behaviour in online shopping platform.
• What is the customer purchasing behaviour in online shopping during pandemic
based on gender?
1.6 SCOPE OF STUDY
This research studied the customer purchasing behaviour in online shopping during
the pandemic (COVID-19). It is observed among Politeknik Sultan Salahuddin Abdul
Aziz Shah staff and students located in Shah Alam.
1.7 SIGNIFICIANT OF STUDY
Online shopping has put itself on the digital world as it was widely use even much
during the pandemic. It has been a hotspot platform for customers usage due to the
risk of catching the virus from going outside. On an advantage, purchasing behaviour
plays a role thus put a lot of reduction on risks of buying outside and remain
quarantine for safety reasons. Although e-commerce has been around for a while, it
still plays a role in the future. With the pandemic outbreak, the charts will skyrocket,
and it will help the increase of e-commerce usage. Nonetheless, the factors that affects
the purchasing behaviour still poses a large gap of uncertain knowledge that can
changes the perspective of purchasing behaviours.
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1.8 OPERATIONALIZED DEFINITIONS
Customer is an individual or business that purchases another company's goods or

services. Customers are important because they drive revenues; without them,
businesses have nothing to offer. Most public-facing businesses compete with other
companies to attract customers, either by aggressively advertising their products or by
lowering prices to expand their customer bases. (Investopedia,2020)
Purchasing is the organized acquisition of goods and services on behalf of the buying
entity. Purchasing activities are needed to ensure that needed items are obtained in a
timely manner and at a reasonable cost. A purchasing department is especially
necessary in a manufacturing business, where large amounts of raw materials and
components must be obtained on a recurring basis. (AccountingTools,2019)
Behaviour is every action by a person that can be seen or heard. Behaviour must be
defined in a way that is both observable and measurable so that everyone working
with the child has a good understanding of what the behaviour looks like and sounds
like (Alberto & Troutman, 2003).
Purchasing Behaviour/Buying Behaviour refers to the actions taken (both on and

offline) by consumers before buying a product or service. This process may include
consulting search engines, engaging with social media posts, or a variety of other
actions. It is valuable for businesses to understand this process because it helps
businesses better tailor their marketing initiatives to the marketing efforts that have
successfully influenced consumers to buy in the past. (DemandJump Blog,2020)
Online shopping is becoming increasingly popular for variety of reasons. There are
certainly outside factors such as increasing gas prices, difficulty in getting to
traditional stores and hassles often associated with shopping malls and other
traditional stores to contribute to the increased interest in online shopping. (C.K.
Sunitha and Dr. M. Edwin Gnanadhas, 2014)
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1.9 SUMMARY CHAPTER
To summarize, with restriction of movement, this conclude that most consumer will
turn their heads into online shopping. Hence, the study was to identify the most
impacted factor towards customer purchasing behaviour and which factor impacted in
both male and female perspectives. If so, what level of purchasing behaviour is
applied in online shopping during the pandemic outbreak.
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CHAPTER 2
LITERATURE REVIEW
2.1 INTRODUCTION
This chapter was focused on the previous research regarding purchasing

behaviours before the pandemic, and after pandemic to see the understanding more in
purchasing behaviour especially in online shopping. Literature review helped
researchers to gain data from primary and secondary sources on related areas of the
topic.
2.2 THEORY
As Internet usage is increasing, so is online shopping particularly in those

countries whose marketing infrastructures are well developed. Customers can shop at
any time and have access to products not available in their geographic region
(Mehrdad Salehi, 2012). With the pandemic is the highlight of 2020, this shows that
the possibility of the rise of online shopping usage rather than brick-and-mortar
shopping. Quoted by Olga Andrienko, “Since 52% of consumers are trying to
implement social distancing, more people are now shopping online for a growing
number of new product categories.”
Lakshmi. S (2016) mention in his research that personal characteristic is also

one of a main factor that affect purchasing behaviour. Lakshmi S. quoted “Both
gender groups get familiar with using the Internet.”, Lakshmi S. continued “Men are
more familiar with using technology and their interest is bigger than women.” he
stated in his research. V. Vijaya et al. (2017) stated that Man and women do have
different set of characteristics. Each sex has a firmly entrenched characteristic with
women showing more sensitivity, warmth, and apprehension than men but change
depending on location, context and are influenced by a variety of social and cultural
factors.
8
Through Dr Rizwana et al. (2015) research mention that the customer
purchasing behaviour is determine by five factors: trust, convenience, time product
variety and privacy as shown in Figure 1.0
Figure 2. 1
Figure 2. 1 Dr Rizwana et al, 2015 Theoretical Model of the Study
In 2016, N Ramya and Dr. SA Mohamed Ali stated in their study that based on
the model they used, “stimuli in the form of both the external environment and the
elements of the marketing mix enter the buyer’s ‘black box’ and interact with the
buyer’s characteristic and decision processes to produce a series of outputs in the form
of purchasing behaviour.”
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Figure 2. 2
Figure 2. 2 N Ramya et al. Model of Buyer Behaviour
2.3 ONLINE SHOPPING AND COVID-19
Sunitha and Edwin (2014), quoted “Online shopping is a process whereby

consumers directly buy goods, service etc. from a web stores from the comfort of their
house and shop as by sitting in front of the computer.” After a few years later, the
landscape of Online Shopping has escalated into playing an important role in 2020
during the Covid-19 pandemic.
WHO (2020) stated that with the enforcement of social distancing, lockdown
and other safety measures led to consumers to ramp up online shopping, social media
use, etc. Later on, WHO also mention that with B2B (Business to Business) and B2C
(Business to Consumer) online sales of physical goods have experienced a surge of
demands in essential products such as medical supplies, household essentials and non-
perishable foodstuffs. Hence, resulted into a spike in the online purchases of some
products as well as increase demand for a wide range of digital services. This has
caused several brick-and mortar businesses shifted resources to e-commerce.
Internet business have created more competitive environment, understanding

features of online shoppers’ behaviours have been more important. Moreover, it
should be analysed by online sellers that ‘why some still prefer not to buy online.
(Lakshmi.S, 2016). Online Shopping has already been well-established since before
10
the pandemic hits early 2020. Andrienko, 2020, cited in Anam Bhatti, 2020, explains
that coronavirus has impacted the whole e-commerce of the world and it has changed
the nature of business. It is affected differently on different nature of products, means
the impact of COVID-19 on several product is very high and, on some product, less
impacted.
2.4 PURCHASING BEHAVIOUR
According to an article from MBA Skool, purchasing behaviour is an action

which is the result of the attitudes, preferences, intentions and decisions made by the
consumers in a marketplace before buying a product or a service. The study of
consumer buying behaviour is an interdisciplinary subject area drawing widely from
sociology, psychology, anthropology etc.
Figure 2. 3 MBA Consumer Buying Behaviour Process
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With online group buying system, individuals enable to purchase products or
services with a daily deal and for many different types (Erdogmus and Cicek,2011, as
cited in Mahjudin, Nurmawati, Indriana, 2019) The attitude and dynamic human
behaviour affect consumer purchasing intention and this intention affect the behaviour
of the consumers. Moreover, consumer purchase intention is a significant focus point
of online buying behaviour and researcher deliberates on the consumer purchase
intention and buying behaviour on online context (Vinay et al., 2020).
2.5 SAFETY & SECURITY
Consumers are always concerned and sensitive with payment or personal risk,
privacy and security when considering online shopping (Hung, 2004 and Santouridis
et al., 2012, cited in Chong, 2014). Online security concern varies over the product
category bought online (Cha, 2011, cited in Tajalli, 2019).
One of the impacted variables that is most worrying for online shoppers is
uncertainty risk or unwanted outcomes from online shopping. Consumers are less
likely to make purchases online if they perceive a higher risk. The perception of risk
associated with a company and their online presence can also affected by previous
encounters and also affect their decisions to complete purchases without sensory
perceptions available in traditional brick-and-mortar stores. (Mehrdad, 2012).
Consumer willingness to buy and patronize online store are affected by

consumer’s trust in giving personal information and security for payment through
credit card transactions (Whysall, 2000, Chayapa and Cheng, 2011). With knowing
the safety of a website or an online platform this decrease the risk of consumers to get
scammed. Therefore, according to Chen and He, 2003, cited in Chayapa and Cheng,
2011 explains that customers tend to buy product and service from the seller who they
trust, or brand that they are familiar with.
2.6 TIME
According to Berry, 2001, cited in George, 2012, retailers must offer their
customers with convenient transaction in four way. Access convenience, which ensure
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retail location and reliable operating hours. Search convenience, whereby products are
in place with good measure for consumers to locate and pick up their desired products
easily. Possession convenience, to have enough stock of products at any point in time
to avoid disappointment. Lastly, Transaction convenience, which to maintain enough
space for consumers to able to pay for their selected items without wasting much time.
One of the major issues people are dealing with is perceived time pressures. As
a degree to which an individual finds himself lacking time as relative to the daily tasks
of living. (Settle and Alreck,1991, cited in Dr Rizwana et al.,2015). As for individuals
who works, they do not have time to scroll for products and scanning through
shopping platforms. Therefore, with availability of a good website structure, it will be
efficient to attract customers and help understanding the purchasing behaviour.
Certain shoppers often use their time to find the right product, right price, or
even right brand. Since online stores offer customers with variety of products and
services, it gives customers more chances to compare prices from different websites
and find the products with lower prices than buying from local retail stores (Lim and
Dubinsky,2004, cited in Chayapa and Cheng, 2011)
2.7 GENDER
Lakshmi. S (2016) mention in his research that personal characteristic is also

one of a key factor that affect purchasing behaviour. Lakshmi S. quoted “Both gender
groups get familiar with using the Internet.”, It continued with “Men are more familiar
with using technology and their interest is bigger than women.” he stated in his
research. Vijaya, Aparanjini and Lahari (2017) stated that men and women do have
different set of characteristics. Each sex has a firmly entrenched characteristic with
women showing more sensitivity, warmth, and apprehension than men but change
depending on location, context and are influenced by a variety of social and cultural
factors.
According to Rodgers and Harris (2003), cited in Sharul (2019), While in
general women tend to dominate the shopping scene in offline establishments, but it is
not the same for online shopping intention. Such gender differences had been
highlighted in earlier research with the key conclusion that woman perceive online
13
purchasing as much riskier. The process of shopping is a mission for men. They do
not like the process of shopping, but they love having something to be bought. It is a
subtle difference but an important one. The biggest misconception is that men do not
like shopping. Women they love shopping even when they have a deadline.
Meanwhile, men shop and then they will leave. (Vijaya, Aparanjini, Lahari, 2017).
2.8 TRUST
The concept “trust’ is defined as the willingness of a party to be vulnerable to

the actions of another party based on the expectation that the other will perform a
particular action important to the trustor, irrespective of the ability to monitor or
control that other party. (Mayer, Davis, Schoorman,1995, cited in Rizwana, Irsa,
Waqas, 2015). The willingness of customers to buy from online store is greatly
affected by consumer’s trust in giving their personal particulars and security for
paying through credit card online. An easy way, an online seller can reduce concerns
customers have regarding risk is to carry own brand name. (Korgaonkar & Karson,
2007, cited in Rizwana, Irsa, Waqas, 2015)
According to a study from Lakshmi, 2016, consumers’ trust to a provider or

supplier results with becoming committed to the company. Trust issue is exceeding
with a few successful transactions, after individuals start feel safe and believe that this
supplier answers their needs and wants. On the other hand, provided information is
another issue in terms of online shopping. Their decision is based on the information
that provided by online retailer. Information issue not only important in terms of
availability but it is also important in convenience and personalization concept.
Website design, access to internet, access time and information also influence on
behaviours of consumers.
14
2.9 CHAPTER SUMMARY
This chapter broadly explains the various ideas and studies on purchasing
behaviour in online shopping before and during pandemic. It investigates the factors
that determine the impactful of a driving force to purchasing behaviour especially
during the pandemic. It is tricky for companies to understand the usage of online
shopping platform especially to local who are new to technologies and e-commerce.
However, the following factors explained the impact of the factors to understand
further in customer purchasing behaviour.
15
CHAPTER 3
RESEARCH METHODOLOGY
3.1 INTRODUCTION
This chapter was defined the method will use to conduct this study.
Researchers will explain how necessary data and information needed to address the
research objective and questions. In this chapter, researchers also described the
research design, data collection method, instrument study, followed by sampling
technique and pilot test.
3.2 RESEARCH DESIGN
This research was conducted using quantitative method. An analysis of

respondents’ feedback determines the results. Quantitative method measured the data
collected through polls, questionnaires, surveys or by manipulating pre-existing
statistical data. Descriptive analysis included frequencies, percentage and mean, used
to describe the factors that determine customers’ purchasing behaviour in online
shopping during the pandemic (Covid-19). This method focused on gathering
numerical data and generalizing it across groups of people.
3.3 DATA COLLECTION METHOD
Quantitative method was used to collect data for this research study, by using
questionnaire forms. For pilot test, it will be conducted with 30 respondents from
Politeknik Sultan Salahuddin Abdul Aziz Shah. Since the lockdown, there is a lot of
challenges for face-to-face distribution. Therefore, both pilot test and the
questionnaires will be conducted through “Google Form”. The structure of the
questionnaire will be design as a close-ended question and using Likert scale. The
questionnaire will be distributed to respondents online and face to face, at Politeknik
Sultan Salahuddin Abdul Aziz Shah, Persiaran Usahawan, 40150 Shah Alam,
Selangor. This questionnaire was distributed in October 2020.
16
3.4 RESEARCH INSTRUMENTS
The method that researchers was implemented in this study is quantitative

method, questionnaire, and Likert scale. Questionnaire is one of the main instruments
in this research, alongside with the respondents to get more information and records.
Questionnaire are circulated among the students and lecturers located in Politeknik
Sultan Salahuddin Abdul Aziz Shah, Persiaran Usahawan, Shah Alam. The questions
will ask the students and lecturers are related to their purchasing behaviour in online
shopping during the pandemic (Covid-19). There are four section in the survey
conducted with a name of section A (General Question), B (Dependent variable), C
(Independent variable) and D (Demographic Question).
3.4.1 SECTION A
Section A asked to answer few general questions to understand the

respondent’s knowledge on online shopping and understanding their customer
behaviours.
3.4.2 SECTION B
Section B asked question regarding purchasing behaviour in online

shopping among the online shoppers in Politeknik Sultan Salahuddin Abdul Aziz
Shah.
3.4.3 SECTION C
Section C asked question regarding the independent variables such as

time, trust, price, privacy, safety and security.
3.4.4 SECTION D
Section D asked demographic information of the respondents where

researchers asked question in terms of age, income, gender and lastly the status of the
respondent either the respondents were staff or students in Politeknik Sultan
Salahuddin Abdul Aziz Shah.
17
3.5 SAMPLING TECHNIQUE
There are two types of sampling technique which are probability and non-
probability. Probability sampling involves random selection, allowing to make
statistical inferences about the whole group. Non-probability sampling involves non-
random selection based on convenience or other criteria. This technique uses non-
random selection method to choose the subject of the research. Normally, in this
technique the researcher chooses the subject based on certain causes.
3.6 PILOT TEST
Test pilot study or case refers to the beginning or the first trial before the
actual review. A pilot test was conducted using a similar set of items to the set needed
to be done. Researchers conducted a pilot study to assess the suitability of the question
before distribution of actual questionnaire. The pilot test able to give a smooth and
effective review of the questionnaire before the actual review to be distributed.
To review the reliability of the questionnaire was evaluated through Cronbach

Alpha, it is the most common measure of internal consistency and to review if the
scale of the questionnaire were reliable (Tavakol and Dennick,2011). Researchers
distributed the questionnaire to 30 online shoppers consist of staff and students of
Politeknik Sultan Salahuddin Abdul Aziz Shah. After obtaining the response,
researchers evaluated the reliability of the survey using SPSS’s Cronbach Alpha
statistic.
Table 3. 1. Reliability Test for Pilot Test
Cronbach’s
Alpha N of Items Strength of
relation
.821 47 Good
18
In Figure 3.1 it shows the Cronbach’s Alpha rule-of-thumb internal
consistency from excellent to unacceptable.
Figure 3. 1 Cronbach’s Alpha rule-of-thumb (Tavakol and Dennick,2011)
3.7 DATA ANALYSIS METHOD
Analysed data was obtained using quantitative methods using questionnaires.

The data obtain by researchers will be process using the Statistical Package for Social
Sciences. (SPSS). The statistical method used is descriptive statistic which are the
frequency, percentage, and mean, that studies the customers’ purchasing behaviour in
online shopping during the pandemic (Covid-19).
3.8 CHAPTER SUMMARY
In conclusion, this chapter discussed the population, method, and technique

using for data collection and data analysis, procedure used to conduct the research.
Furthermore, researchers discuss to use non-probability technique method for
sampling and conducting a pilot test to assess the suitability of the questions. This
chapter states data analysis is done using quantitative method.
19
CHAPTER 4
DATA ANALYSIS AND FINDINGS

4.1 INTRODUCTION
In this chapter, results obtained from the distributed questionnaires was

analysed. A total of 200 questionnaire were distributed through Google Form to online
shoppers among staff and students of Politeknik Sultan Salahuddin Abdul Aziz Shah,
Shah Alam. The survey period ran for a week. The data collected from the
respondents were analysed using Statistical Package for Social Sciences (SPSS).
Results were obtained and presented in table from to understand easier and efficiently.
4.2 CRONBACH ALPHA
Cronbach’s Alpha is a pointer to determine the reliability of the questionnaire.

Cronbach Alpha ranges from 0 to 1.0. Following the rules of thumb (Tavakol and
Dennick,2011), it is considered that 0.8 to more than or the same as 0.7 is acceptable.
The most excellent strength of relation is if it achieved more than or same as 0.9.
Therefore, if it is less than 0.6 is considered poor.
Table 4. 1 Reliability Test for actual questionnaire
Cronbach’s
Alpha N of Items Strength of
relation
.865 47 Good
20
4.3 DESCRIPTIVE ANALYSIS
Descriptive statistic are brief description coefficients that summarize a given

data set, which can be either a representation of the entire or a sample of a population.
Descriptive statistics are broken down into measure of central tendency include the
mean, median and mode, while the measure of variability include standard deviation,
variance, minimum variables, kurtosis and skewness. The most recognized types of
descriptive statistics are measure of centre which is mean, median and mode, which
are used at almost all levels of math and statistics. Mean, or the average, is calculated
by adding all the figures within the data set and then dividing by the number of figures
within the set. Mode of a data set is the value appearing most often and the median is
the figure situated in the middle of the data set. (Will Kenton, 2019)
4.3.1 RESPONDENT DEMOGRAPHIC PROFILE
In this study, the demographic in Section D was broken into 4 question that
were asked under respondents’ personal detail such as gender, status, age and income.
Table 4. 2 D1. GENDER
FREQUENCY PERCENTAGE
MALE 81 40.5
FEMALE 119 59.5
The gender distribution of respondents in this research is shown in Table 4.2.

Majority of the respondents were females consisted of 59.5% or 119 respondents.
Meanwhile, the rest of the respondents were males with 40.5% or 81 respondents.
21
Table 4. 3 D2. STATUS OF RESPONDENT
POLITEKNIK SHAH 139 69.5
ALAM STUDENTS
POLITEKNIK SHAH 61 30.5
ALAM STAFF
The status distribution of respondent in this research is shown in Table 4.3.

Majority of the respondent were Politeknik Shah Alam students which consist 139
respondents (69.5%). Meanwhile, the remaining of the respondent were Politeknik
Shah Alam staff with 61 respondents (30.5%).
Table 4. 4 D3. AGE RANGE
19 to 24 years old 143 71.5
25 to 44 years old 23 11.5
45 to 64 years old 34 17.0
65 years and above 0 0
The age distribution of respondent in this research is shown in Table 4.4. The
highest amount of respondent is the age range of 19 to 24 years old with 143
respondents (71.5%). Followed by 45 to 64 years old with 34 respondents (17.0%).
Next was 25 to 44 years old with 23 respondents (11.5%) and lastly, no respondent
from 65 years and above.
22
Table 4. 5 D4. PERSONAL INCOME
FREQUENCY PRECENTAGE
RM200 – RM400 117 58.5
RM500 – RM700 14 7.0
RM800 – RM1000 5 2.5
ABOVE RM1000 64 32.0
Table 4.5 shows the distribution of personal income of each respondent per
month. The highest frequency was 117 respondents (58.5%) who was categorized in
the range between RM200-RM400. Next, followed by Above RM1000 with 64
respondents (32,0%). Continued with RM500-RM700 with 14 respondents (7.0%) and
last but not least, RM800-RM1000 with 5 respondents (2.5%).
23
4.3.2 CENTRAL TENDENCIES MEASUREMENT OF CONSTRUCTS
Table 4. 6 Statistical Summary Overall
Variables Items Mean Standard

Deviation
PB1 3.51 .972
PB2 3.78 .990
PB3 3.35 .985
PB4 3.98 .844
Purchasing Behaviour
PB5 3.40 .930
PB6 3.95 .947
PB7 4.07 .897
PB8 3.96 .832
PB9 4.29 .806
PB10 4.05 .852
T1 3.89 .778
T2 4.17 3.681
Trust T3 3.91 .842
T4 3.86 .914
T5 4.24 .785
TM1 4.02 .839
TM2 4.02 .940
Time TM3 4.25 .825
TM4 3.80 .947
TM5 3.74 .985
PR1 4.01 .883
PR2 4.17 .809
PR3 4.22 .835
Price
PR4 4.22 .876
PR5 3.67 1.024
PR6 3.43 .927
24
SS1 3.99 .730
SS2 3.46 .971
SS3 4.19 .726
Safety & Security
SS4 3.66 .928
SS5 3.64 .909
SS6 3.40 .977
P1 3.72 .846
P2 3.58 .888
P3 3.47 .982
Privacy
P4 3.67 .869
P5 3.62 .889
P6 3.92 .841
According to Will Keaton, 2019, measure of central tendency focus on the

average or middle values of data sets. Measure of central tendency describe the centre
position of a distribution for a data set. A person analyses the frequency of each data
point in the distribution and describes it using the mean, median or mode, which
measures the most common patterns of the analysed data set.
PB9 had the highest mean value at 4.29 with standard deviation of .806 while
PB3 shows the lowest mean value at 3.35 with standard deviation of .985
T5 appeared to have the highest mean score of 4.24 with standard deviation of
.785 meanwhile the lowest mean score achieved by T4 of 3.86 with the standard
deviation of .914.
TM3 recorded the highest mean value 4.25 with the standard deviation of .825
meanwhile TM5 shows the lowest mean value with 3.74 and appeared to have
standard deviation of .985
25
PR4 had the highest mean value at 4.22 with standard deviation of .876 while
PR6 shows the lowest mean value at 3.43 with standard deviation of .927
SS3 appeared to have the highest mean score of 4.19 with standard deviation
of .726 meanwhile the lowest mean score achieved by SS6 of 3.40 with the
P6 recorded the highest mean value 3.92 with the standard deviation of .841
meanwhile P3 shows the lowest mean value with 3.47 and appeared to have
4.4 INFERENTIAL ANALYSIS
Inferential statistics allows to make prediction from the descriptive statistics

data. With inferential statistics, the data was taken from the sample and make
generalization about a population. There are two main areas of inferential statistics
which are firstly, Estimating Parameters. It means the statistics from the sample data
and using it to review a population parameter. The other one is Hypothesis Tests. It is
used for sample data to answer research questions. (Stephanie, 2014)
4.4.1 PEARSON’S CORRELATION COEFFICIENT
Pearson’s correlation coefficient is represented by the Greek letter rho (ρ) for
the population parameter and r for a sample statistic. The correlation coefficient is a
single number that measures both the strength and direction of the linear relationship
between two continuous variables. Values can range from -1 to +1.
Figure 4.1 below shows the interpretation the strength of a correlation

coefficient. (Zakaria Jaadi,2019). Table 4.7 shows the correlation between
independent variables which include trust, time, price, safety & security and privacy
with dependent variable which is purchasing behaviour of online shopper among
students and staff of Politeknik Sultan Salahuddin Abdul Aziz Shah. Independent
variables have positive linear relationship to dependent variable at significant level
0.05.
26
Figure 4. 1 Size of Correlation Coefficient
Table 4. 7 Pearson’s Correlation Coefficient Overall
MEANT MEANTM MEANPR MEANSS MEANP MEANPB

MEAN Pearson
T Correlation 1
Sig. (2-tailed)
N 200
MEAN Pearson
TM Correlation .425** 1
Sig. (2-tailed) .000
N 200 200
MEAN Pearson
PR Correlation .326** .593** 1
Sig. (2-tailed) .000 .000
N 200 200 200
MEAN Pearson
SS Correlation .321** .487** .588** 1
Sig. (2-tailed) .000 .000 .000
N 200 200 200 200
MEAN Pearson
P Correlation .366** .377** .411** .639** 1
Sig. (2-tailed) .000 .000 .000 .000
N 200 200 200 200 200
27
MEAN Pearson
PB Correlation .461** .634** .535** .319** .321** 1
Sig. (2-tailed) .000 .000 .000 .000 .000
N 200 200 200 200 200 200
**. Correlation is significant at the 0.01 level (2-tailed)
There was a significant relationship between time and purchasing behaviour in online
shopping during pandemic among students and staff of Politeknik Sultan Salahuddin
Abdul Aziz Shah. The correlation between time and purchasing behaviour falls under
the positive moderate category which is in between .50 to .70. The correlation of time
and purchasing behaviour was (r=0.634).
There was a significant relationship between price and purchasing behaviour in online
shopping during the pandemic among students and staff of Politeknik Sultan
Salahuddin Abdul Aziz Shah. The correlation between price and purchasing behaviour
fall under positive moderate with (r=0.535).
There was a significant relationship between trust and purchasing behaviour in online
shopping during the pandemic. When it comes to trust and purchasing behaviour, it
had lower corelation than time and price which is (r=0.461). Trust and purchasing
behaviour fall under low positive correlation.
There was a significant relationship between safety & security and purchasing
behaviour in online shopping during the pandemic among students and staff in
Politeknik Sultan Salahuddin Abdul Aziz Shah. With safety & security and purchasing
behaviour it had a low positive correlation which is (r=0.319).
There was a significant relationship between privacy and purchasing behaviour in

online shopping during the pandemic. The correlation between privacy and purchasing
behaviour fall under the low positive correlation which is in between .30 to .50. The
correlation between privacy and purchasing behaviour was (r=0.321).
28
Table 4. 8 Correlation Coefficient Men Perspective
MEANT MEANTM MEANPR MEANSS MEANP MEANPB

MEAN Pearson
T Correlation 1
Sig. (2-tailed)
N 81
MEAN Pearson
N 81 81
MEAN Pearson
Sig. (2-tailed) .000 .000
N 81 81 81
MEAN Pearson
SS Correlation .271** .561** .619** 1
Sig. (2-tailed) .000 .000 .000
N 81 81 81 81
MEAN Pearson
P Correlation .343** .405** .481** .781** 1
Sig. (2-tailed) .000 .000 .000 .000
N 81 81 81 81 81
MEAN Pearson
PB Correlation .373** .646** .524** .344** .243** 1
Sig. (2-tailed) .000 .000 .000 .000 .000
N 81 81 81 81 81 81
29
had lower corelation than time and price which is (r=0.373). Trust and purchasing
behaviour fall under low positive correlation.
behaviour it had a low positive correlation which is (r=0.344).

30
Table 4. 9 Correlation Coefficient Women Perspective
MEAN T MEANTM MEANPR MEANSS MEANP MEANPB

MEAN Pearson
T Correlation 1
Sig. (2-tailed)
N 119
MEAN Pearson
N 119 119
MEAN Pearson
Sig. (2-tailed) .000 .000
N 119 119 119
MEAN Pearson
SS Correlation .455** .457** .569** 1
Sig. (2-tailed) .000 .000 .000
N 119 119 119 119
MEAN P Pearson
Correlation .477** .362** .361** .598** 1
Sig. (2-tailed) .000 .000 .000 .000
N 119 119 119 119 119
MEAN Pearson
PB Correlation .730** .630** .547** .316** .370** 1
Sig. (2-tailed) .000 .000 .000 .000 .000
N 119 119 119 119 119 119
31
was the highest correlation out of all which was (r=0.730). Trust and purchasing
behaviour fall under high positive correlation.
behaviour it had a low positive correlation which was (r=0.316).

32
4.4.2 MULTIPLE REGRESSION
Multiple linear regression (MLR), also known simple as multiple regression, is a

statistical technique that uses several explanatory variables to predict the outcome of a
response variable. The goal of multiple linear regression (MLR) is to model the linear
relationship between the explanatory (independent) variables and response
(dependent) variable.
4.4.2.1 MULTIPLE REGRESSION OVERALL
Table 4. 10 Model Summary Overall
Model R R Square Adjusted R Std. Error of Durbin-

Square the Estimate Watson
1 .698 .488 .475 .38944 1.980

a. Predictors: (Constant), MEANPRIVACY, MEANTRUST, MEANPRICE,
MEANTIME, MEANSAFETYSECURITY
b. Dependent Variable: MEANPB
Based on the table above, it shows that the value of correlation coefficient (R value)
was 0.488. Independent variable can explain that there was 48.8% of the variation in
dependent variable. However, it is still left with 51.2% unexplained in this study.
Table 4. 11 ANOVA
Sum of df Mean F Sig.

Model Square Square
1 Regression 28.029 5 5.606 36.963 .000b
Residual 29.422 194 .152
Total 57.452 199
a. Dependent Variable: MEANPB
b. Predictors: Constant, MEANPRIVACY, MEANTRUST, MEANPRICE,
33
Table 4.11 shows that p-value (Sig 0.000) was less than alpha value 0.05. The
alternative hypothesis as the five independent variables were significantly explained
the variance in customers’ level was supported by data and was accepted.
Table 4. 12 Coefficients
Unstandardized Standardized
Coefficients Coefficients
Std.
Model B Error Beta t Sig.
1(CONSTANT) 1.338 .221 6.049 .000

MEANTRUST .118 .034 .202 3.426 .001
MEANTIME .365 .056 .443 6.554 .000
MEANPRICE .240 .064 .226 3.750 .000

MEAN -1.65 .075 -1.68 -2.201 .029
SAFETYSECURITY
MEANPRIVACY 0.64 0.56 .078 1.146 .253
Based on table above, (Coefficients) shows that trust, time, price and safety &
security were significant to predict dependent variable (purchasing behaviour in
online shopping during the pandemic) this was because p-value is less than alpha
value 0.05. On the other hand, the only independent variable that was no
significant to predict the dependent variable was privacy. The p-value was equal to
0.253 which is more than 0.05.
The relationship can be denoted as the following equation from the analysis from
the table above:
Purchasing behaviour = 1.338 + 0.118 (Trust) + 0.365 (Time) + 0.240 (Price) –

1.65 (Safety & Security) + 0.640 (Privacy)
34
According to table 4.12, trust was found to exert a significant positive impact
towards purchasing behaviour in online shopping during the pandemic among
students and staff of Politeknik Sultan Salahuddin Abdul Aziz Shah (t = 3.426, p =
0.001, β = 0.118). When other variables were held constant, each one unit increase
in Trust would lead to increase in purchasing behaviour by 0.118 units.
Analysis from table 4.12, shows that time had significant positive impact towards
purchasing behaviour in online shopping during the pandemic among students and
staff of Politeknik Sultan Salahuddin Abdul Aziz Shah (t = 6.554, p = 0.000, β =
0.365) as the p-value is less than 0.05. It can be explained by each one unit increase
in Time that would lead to 0.365 units increased in purchasing behaviour.
From the table 4.12, also shows that price had significant positive impact towards
in price that would lead to 0.240 units increased in purchasing behaviour.
The analysis in table 4.12 shows that there was a significant positive impact on
safety & security with purchasing behaviour (t = -2.201, p = 0.029, β = -0.165) as it
shows that p-value is less than 0.05. but it explained that each unit decrease in safety
& security that led to -0.165 units decreased in purchasing behaviour.
On the other side, there was insignificant or no impact by privacy on purchasing

behaviour (t = 1.146, p = 0.253, β = 0.064) as the p-value is more than 0.05.
35
4.4.2.2 MULTIPLE REGRESSION MALE PERSEPECTIVE
Table 4. 13 Model Summary Male Perspective

1 .692 .478 .444 .34891 2.027

b. Predictors: (Constant), MEANPRIVACY, MEANTRUST, MEANPRICE,
c. Dependent Variable: MEANPB
was 0.478. Independent variable can be explained that 47.8% of the variation in
Table 4. 14 ANOVA Male Perspective

Model Square Square
1 Regression 8.375 5 1.675 13.759 .000b
Residual 9.130 75 .122
Total 17.505 80
alternative hypothesis as the five independent variables was significantly explained
the variance in customers’ level was supported by data and was accepted.
36
Table 4. 15 Coefficients Male Perspective
Std.
1(CONSTANT) 1.758 .308 5.706 .000

MEANTRUST .071 .033 .195 2.137 .036
MEANTIME .382 .088 .504 4.357 .000
MEANPRICE .194 .093 .248 2.082 .041

MEAN -.071 .115 -0.83 -.616 .540
SAFETYSECURITY
MEANPRIVACY -0.62 0.84 -.089 -.738 .463
Based on table above, (Coefficients) shows that trust, time and price was
significant to predict dependent variable (purchasing behaviour in online shopping
during the pandemic) this was because p-value was less than alpha value 0.05. On
the other hand, the two independent variable that is no significant to predict the
dependent variable was privacy and safety & security. The p-value of privacy was
0.463 and safety & security 0.540 which is more than 0.05.
the table above:

0.71 (Safety & Security) - 0.62 (Privacy)
in Trust will lead to increase in purchasing behaviour by 0.071 units.
37
in Time will lead to 0.382 units increased in purchasing behaviour.
From the table 4.15, also shows that price had significant positive impact towards
in price will lead to 0.194 units increased in purchasing behaviour.
On the other side, there was no significant impact towards safety & security with
purchasing behaviour (t = -0.616, p = 0.540, β = -0.071) as it shows that p-value
was more than 0.05.
Lastly, the analysis in table 4.15 shows there is insignificant or no impact by privacy
on purchasing behaviour (t = 1.146, p = 0.253, β = 0.064) as the p-value is more
than 0.05.
4.4.2.3 MULTIPLE REGRESSION FEMALE PERSEPECTIVE
Table 4. 16 Model Summary Female Perspective

1 .765 .585 .567 .38275 1.898

a. Predictors: (Constant), MEANPRIVACY, MEANTRUST, MEANPRICE,
b. Dependent Variable: MEANPB
was 0.488. Independent variable can be explained that 58.5% of the variation in
38
Table 4. 17 ANOVA Female Perspective

Model Square Square
1 Regression 23.383 5 4.677 31.922 .000b
Residual 16.555 113 .147
Total 39.37 118
alternative hypothesis as the five independent variables was significantly explains the
variance in customers’ level was supported by data and was accepted.
Table 4. 18 Coefficients Female Perspective
Std.
1(CONSTANT) .695 .296 2.226 .028

MEANTRUST .528 .100 .498 5.293 .000
MEANTIME .215 .074 .249 2.908 .004
MEANPRICE .153 .086 .156 1.781 .078

MEAN -.176 .093 -.164 -1.889 .061
SAFETYSECURITY
MEANPRIVACY .076 0.72 .085 1.062 .290
Based on table above, (Coefficients) shows that trust, time was significant to
predict dependent variable (purchasing behaviour in online shopping during the
pandemic) this was because p-value is less than alpha value 0.05. On the other
hand, the independent variables that had no significant to predict the dependent
39
variable were privacy, price and safety & security. The p-value of each variables
were privacy (p=0.290), price (p=0.078) and safety & security (p=0.061).
the table above:

0.176 (Safety & Security) + 0.076 (Privacy)
in Trust will lead to increase in purchasing behaviour by 0.528 units.
in Time will lead to 0.215 units increased in purchasing behaviour.
From the table 4.12, there was no significant impact towards price and purchasing
behaviour in online shopping during the pandemic among students and staff of
Politeknik Sultan Salahuddin Abdul Aziz Shah (t = 1.781, p = 0.078, β = 0.153) as
the p-value is more than 0.05.
The analysis in table 4.12 shows there was no significant impact on safety & security
with purchasing behaviour (t = -1.889, p = 0.061, β = -0.176) as it shows that p-
value is more than 0.05.
Lastly, there is insignificant nor impact by privacy on purchasing behaviour (t =

1.062, p = 0.061, β = 0.076) as the p-value is more than 0.05.
40
4.5 OVERALL TEST OF SIGNIFICANT
Hypothesis 1
H₀: Trust has significant impact relationship with Customer Purchasing Behavior in
Online Shopping during the Pandemic.
H₁: There was an impact from trust towards purchasing behavior in online shopping
during the pandemic.
Rejected H₀ if p<0.05
The p-value of trust according to the table 4.12 was 0.001 which is less than the
significant level of 0.05. Then, H₀, rejected, which means trust had an impact toward
purchasing behavior in online shopping during the pandemic.
Hypothesis 2
H₀: Time has significant impact relationship with Customer Purchasing Behavior in
The p-value of time according to the table 4.12 was 0.000 which is less than the
significant level of 0.05. Then, H₀, rejected, which means time had an impact toward
Hypothesis 3
H₀: Price has significant impact relationship with Customer Purchasing Behavior in
41
The p-value of price according to the table 4.12 was 0.000 which is less than the
significant level of 0.05. Then, H₀, rejected, which means price had an impact toward
Hypothesis 4
H₀: Safety & Security has significant impact relationship with Customer Purchasing
Behavior in Online Shopping during the Pandemic.
The p-value of safety & security according to the table 4.12 was 0.029 which is less
than the significant level of 0.05. Then, H₀, rejected, which means safety & security
had an impact toward purchasing behavior in online shopping during the pandemic.
Hypothesis 5
H₀: Privacy has significant impact relationship with Customer Purchasing Behavior in
H₁: There was no impact from trust towards purchasing behavior in online shopping
The p-value of privacy according to the table 4.12 was 0.253 which is more than the
significant level of 0.05. Then, H₀, accepted, which means privacy had no impact
toward purchasing behavior in online shopping during the pandemic.
42
4.6 CHAPTER SUMMARY
This chapter summarized that respondent’s demographic profile and general

information was analysed using descriptive analysis meanwhile correlation and
multiple regression was analysed using inferential analysis. Researcher also identify
the significant of each variable and the hypotheses for this research. The subsequent
chapter contains discussion on major findings as well as a conclusion to this research.
43
CHAPTER 5
CONCLUSION AND RECOMMENDATIONS

5.1 INTRODUCTION
This chapter provide an overall summary of this research. Researchers

discussed the summary from the major finding obtained during this research. Next this
chapter will discuss, give conclusion, explain the limitation and purpose few
recommendations for future researcher can make improvement of the research that has
been done.
5.2 DISCUSSION
In this research, a set of questionnaires was given to respondents with two

objectives of the study, to determine the impact (trust, time, price, privacy, safety &
security) on the intention of purchasing behaviour in online shopping platform and to
compare the customer purchasing behaviour in online shopping during pandemic
based on gender. The objective has shown reliability results proven by analysis
Statistical Package for Social Science (SPSS). The analysis of the result and findings
showed that Trust and Time is the most significant factor overall that impacted the
purchasing behaviour in online shopping during the pandemic. Majority of the
respondents strongly agreed that since online shopping is a big part of the pandemic as
it helps become the alternative to brick-and-mortar shopping.
5.3 CONCLUSION
Overall conclusion, the overall of correlation coefficient shows that price and
safety & security had moderate correlation with purchasing behaviour meanwhile
trust, time and privacy showed a low correlation with purchasing behaviour. Meaning,
price and safety & security had a stronger relation towards purchasing behaviour
rather than trust, time and privacy shows weaker relation towards purchasing
behaviour. Evidence from the findings also indicated that trust, time, price, and safety
& security significantly affected purchasing behaviour, followed by privacy that had
less affected purchasing behaviour in online shopping.
44
The study documented that the factors of purchasing behaviours is the most
dominant route to customers purchasing behaviour therefore, it is imperative for e-
commerce owners operating in Shah Alam to identify and improve in order to capture
a larger market share and develop a better online shopping platform for consumers.
Based on the correlation coefficient, in male perspective and female

perspective, researchers conclude that male perspective towards time and price had
moderate correlation with purchasing behaviour, whist, in female perspective, had a
higher correlation towards trust and purchasing behaviour rather than male. Therefore,
male is more moderately relate to time and price meanwhile female have higher
relation towards trust in purchasing behaviour
Evidence from multiple regression shows that both male and female trust, time
and price significantly affected purchasing behaviour towards both genders, followed
by safety & security and privacy that had least affected towards purchasing
behaviours. In male perspective, time is the most significant predictor, followed by
price, while female, trust is the most significant predictor, followed by time. In
conclusion, researchers understand that male is siding more towards time rather than
other variables and female holds trust the most out of all the other variables.
5.4 LIMITATIONS
This study had the limitation of sample size of 200 respondents. The survey
was only running in specific area of Shah Alam, Selangor which is, Politeknik Sultan
Salahuddin Abdul Aziz Shah. Due to lack of network, researchers were unable to
study customers purchasing behaviour in online shopping in other location. Other than
that, researchers were also unable to gather more different gender respondents from
other location other that Shah Alam.
This study was only concern towards purchasing behaviour in online shopping.
There are so many other knowledge gaps of purchasing behaviour that is yet to
discover. Lastly, due to time constraint, researchers were unable to stretch out to more
branches in purchasing behaviour in online shopping to obtain further information.
45
5.5 RECOMMENDATION
Based on this research, purchasing behaviour is one of the important factors

when it come to online shopping and there is yet a lot of gaps that still have not yet to
be discovered.
As this research studied the purchasing behaviour in online shopping during

the pandemic, this will allow future researchers to study on how important each
variable can impact the purchasing behaviour as well as obtain a wider factor
perspective.
With this study, it will allow future researchers to receive more information
and provide more information towards purchasing behaviour in online shopping in
other location. Lastly, future researchers can utilize this study as a start to further
study on purchasing behaviour in online shopping during the pandemic as this was the
first pandemic which impacted the whole world.
5.6 CHAPTER SUMMARY
This chapter presents the introduction, discussion, conclusion, limitation and

recommendations. This chapter can be used as a guideline (Salehi, 2012)for future
researchers and e-commerce owners to further improve and utilize this study.
46
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50
APPENDIX/APPENDICES
APPENDIX A: PROJECT GANTT CHART
**Final Year Presentation will be presented on week 14

*Proposal Presentation will be presented on week 6
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CUSTOMER PURCHASING BEHAVIOUR IN

ONLINE SHOPPING DURING PANDEMIC

Darren Joel Severinus 08DPI18F1067

DIPLOMA IN INTERNATIONAL BUSINESS

TITLE : CUSTOMER PURCHASING BEHAVIOUR IN ONLINE

are the final year students of Diploma in International Business, Commerce

2. We acknowledge that “A Study on Customer Purchasing Behaviour in Online

3. We agree to release the project’s intellectual properties to the above said

b) ZETI BALQIS BINTI FAISAL ) ………………………………

c) AIMAN DANIEL BIN RUMAIZI ) ……………………………….

In the presence of RAHIMAWATI BINTI MUHAMMAD YUSOFF

COVID-19 is the infectious disease caused by the most recently discovered

Keywords: Customer Purchasing Behaviour, Online Shopping, Pandemic, Covid-19,

DECLARATION OF ORIGINALITY .......................................................................... ii

TABLE OF CONTENTS ............................................................................................. vii

LIST OF TABLES ......................................................................................................... x

LIST OF FIGURES ...................................................................................................... xi

1.1 INTRODUCTION/PREAMBLE .................................................................... 1

1.2 BACKGROUND OF STUDY ........................................................................ 3

1.3 PROBLEM STATEMENT ............................................................................. 4

1.4 RESEARCH OBJECTIVES ........................................................................... 5

1.5 RESEARCH QUESTIONS ............................................................................. 5

1.6 SCOPE OF STUDY ........................................................................................ 5

1.7 SIGNIFICIANT OF STUDY .......................................................................... 5

1.8 OPERATIONALIZED DEFINITIONS .......................................................... 6

1.9 SUMMARY CHAPTER ................................................................................. 7

LITERATURE REVIEW .............................................................................................. 8

2.1 INTRODUCTION ............................................................................................... 8

2.2 THEORY ............................................................................................................. 8

2.3 ONLINE SHOPPING AND COVID-19 ........................................................... 10

2.4 PURCHASING BEHAVIOUR ......................................................................... 11

2.5 SAFETY & SECURITY .................................................................................... 12

2.7 GENDER ........................................................................................................... 13

2.8 TRUST ............................................................................................................... 14

2.9 CHAPTER SUMMARY .................................................................................... 15

RESEARCH METHODOLOGY ................................................................................. 16

3.1 INTRODUCTION ............................................................................................. 16

3.2 RESEARCH DESIGN ....................................................................................... 16

3.3 DATA COLLECTION METHOD .................................................................... 16

3.4 RESEARCH INSTRUMENTS .......................................................................... 17

3.4.1 SECTION A .................................................................................................... 17

3.4.2 SECTION B .................................................................................................... 17

3.4.3 SECTION C .................................................................................................... 17

3.4.4 SECTION D .................................................................................................... 17

3.5 SAMPLING TECHNIQUE ............................................................................... 18

3.6 PILOT TEST ...................................................................................................... 18

3.7 DATA ANALYSIS METHOD.......................................................................... 19

3.8 CHAPTER SUMMARY .................................................................................... 19

DATA ANALYSIS AND FINDINGS ........................................................................ 20

4.1 INTRODUCTION ............................................................................................. 20

4.2 CRONBACH ALPHA ....................................................................................... 20

4.3 DESCRIPTIVE ANALYSIS ............................................................................. 21

4.3.1 RESPONDENT DEMOGRAPHIC PROFILE ............................................... 21

4.3.2 CENTRAL TENDENCIES MEASUREMENT OF CONSTRUCTS ............ 24

4.4 INFERENTIAL ANALYSIS ............................................................................. 26

4.4.1 PEARSON’S CORRELATION COEFFICIENT ........................................... 26

4.4.2.1 MULTIPLE REGRESSION OVERALL..................................................... 33

4.4.2.2 MULTIPLE REGRESSION MALE PERSEPECTIVE .............................. 36

4.4.2.3 MULTIPLE REGRESSION FEMALE PERSEPECTIVE .......................... 38