A STUDY ON THE PERCEPTION OF CUSTOMERS FOR REMEDIAL ACTION IN QSR TO SUSTAIN IN THE HOSPITALITY SECTOR POST COVID-19 IN PUNE REGION

Abstract

The outbreak of COVID-19 pandemic has got the whole hospitality sector to a pause this has tremendously impacted the countrys economy. The sector is shouldering heavy overheads hence a small recess can also lead to total shutdown if not been provided with financial support and sector friendly policies. QSR are been permitted to commence their operation during the unlocking process but they are facing resistance for survival due to the fear in the mind of customers about socializing, lack of trust, backlog debt, high overheads, staffing issues, unfriendly government policies, lack of training and certification from competent authorities. The revival of QSR majorly depends on the most important stakeholder that is customers. Customers have become more digital literate and expect more of automated processes apart for the hygiene and safety. So QSR outlets need to follow all new normal norms and need to design technological strategies that will attract customers. The researcher tends to study and analyse their perception of customers about QSR post COVID-19. This will lead to identifying the significant factors that influences their decision patterns, further resulting in finding strategies and remedial actions. Application of the remedial actions will help many of QSR owners to stand up, rise like a phoenix and will sustain their business in a longer term.