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The history of society has many records of pandemic outbreaks in which fear of what is to come
evolves. In 2020, the ongoing pandemic has caused a huge impact on society, businesses and
governments. This demonstrated the need to undertake research on the main objective of this
dissertation, to identify the effects of COVID-19 on changes in consumer behaviour affecting
physical stores. To answer this, a combination of a questionnaire and previous research was
used. The questionnaire focused on millenials and genz, since these groups are already used to
purchasing products online. The research showed that the majority of consumers mention their
purchasing habits have changed due to COVID-19, with many consumers moving more towards
online shopping. Many consumers are avoiding to shop at physical stores due to fear of
contamination and are transitioning to online alternatives. However, the unique selling point
for physical stores remains, which is the experience, being able to see, touch and try products
you buy.
