Factors Causing Panic Purchasing Behavior in the COVID-19 Pandemic and Customer Satisfaction With Government Intervention as Moderating Variable

Keywords: panic buying behavior, perceived severity, perceived scarcity, government intervention, customer satisfaction

Abstract

The phenomenon of panic buying is essential to observe during the pandemic of COVID-19. Additionally, research on panic buying spans multiple studies fields and deserves more consistent scientific attention. This study examines the factors of panic buying behavior using the Theory of Maslow's Hierarchy of Needs to scrutinize panic buying behavior regarding consumer needs. Subsequently, this study investigates the moderating variables of government intervention to fill the research gap. Furthermore, this study looks for the effect that resulted from the phenomenon of panic buying behavior on customer satisfaction. The data were collected from 456 grocery and drug store consumers in Indonesia who shopped throughout the pandemic of COVID-19. The PLS-SEM was used to analyze the data. The outcomes indicate that control, social media, perceived severity, and perceived scarcity significantly affect panic buying behavior. In contrast, the government intervention only moderated the effect of social media on panic buying. Finally, the phenomenon of panic buying significantly affects customer satisfaction.

Author Biographies

Desy Bariyyatul Qibtiyah, Universitas Nurul Jadid

Qibtiyah, Desy B, holds the position of Lecturer at Universitas Nurul Jadid. She earned her M.Sc in management in 2022 from Universitas Gadjah Mada and her Bachelor of Management in 2019 from Universitas Negeri Malang. Her research interests include Consumer Behavior, Marketing and Entrepreneurship. She has a publication in national journal.

Author’s contact detail: Address: Universitas Nurul Jadid, Probolinggo, Jawa Timur; phone number: +681299947797; Email: desyqibtiyah@unuja.ac.id

Basu Swastha Dharmmesta, Universitas Gadjah Mada

Dharmmesta, Basu S., holds the position of Professor (Emeritus) of Marketing in the Faculty of Economics, Universitas Gadjah Mada. He earned his PhD in Marketing in
1992 from The University of Strathclyde, Glasgow, Scotland, United Kingdom. His research interests include consumer behavior in service industry, health care; syariah marketing; advertising, and social marketing. He has publications in national and international journals such as Journal of Islamic Marketing, Journal of Service Science, International Journal of Business and Management Studies, International Journal of Economics and Business Administration, International Journal of Management and Marketing Research, Mediterranean Journal of Social Sciences, Academy of Strategic Management Journal, Organizations and Markets in Emerging Economies, Management Science Letter, and Journal of Applied Management.

Author’s contact detail: Address: Faculty of Economics and Business, Universitas Gadjah Mada, Yogyakarta, Indonesia; phone number: +62811292203; Email:
dharmmesta@ugm.ac.id

References

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Published
2024-09-02
How to Cite
Qibtiyah, D. B., & Dharmmesta, B. S. (2024). Factors Causing Panic Purchasing Behavior in the COVID-19 Pandemic and Customer Satisfaction With Government Intervention as Moderating Variable. Gadjah Mada International Journal of Business, 26(3), 313-342. Retrieved from https://journal.ugm.ac.id/v3/gamaijb/article/view/16181