Qualitative Research Methods

MBA Program

Course Facilitators: Ms. Syeda Tuba Javaid

Group Project: Research Project

Group Member 1
Student’s Name Mehreen
Father/Husband’s Name Munaf Mansoor
Registration Number 022-17-115281
Campus Gulshan Campus
Contact No. (Mobile) 0332-3309119
Email Address mehreen.15281@iqra.edu.pk

Group Member 2
Student’s Name Sehrish Anwer Ali Rupani
Father’s Name Anwer Ali Rupani
Registration Number 022-17-115269
Campus Gulshan Campus
Contact No. (Mobile) 0334-3294837
Email Address sehrish.15269@iqra.edu.pk

Group Member 3
Student’s Name Junaid Iqbal
Father’s Name Muhammad Iqbal
Registration Number 022-17-115268
Campus Gulshan Campus
Contact No. (Mobile) 0313-2282996
Email Address junaid.15281@iqra.edu.pk
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COVID-19 impact on a small-scale sole proprietor of travel and tourism in Pakistan

Mehreen Munaf, Sehrish Anwer, and Junaid Iqbal

Iqra University Gulshan Campus

Qualitative Research Methods

Ms. Syeda Tuba Javaid

May 20, 2021

COVID-19 impact on a small-scale sole proprietor of travel and tourism in Pakistan

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Abstract:

The outbreak of novel corona virus (COVID-19) from Wuhan city of China by the end of

2019 has turned the international economy up-side down and has become the most devasting

emergency of health care. To control the spread of COVID-19, many countries imposed strict

lockdowns and travel restrictions which directly affected travel and tourism industry. The

purpose of this research is to study how and to what extend novel corona virus (COVID-19)

pandemic has impacted on small sole proprietor business of tours and travel and to explore the

strategies used by the business to deal more closely with this impact. This paper studies a small-

scale sole proprietor travel and tour business of H & H Habib Group working in Karachi,

Pakistan.

The COVID-19 pandemic is different, however, and global recovery of the tourism

industry will take longer than the 10-month average recovery. The leadership and management

of tourism sector administrators must carefully evaluate the impact of pandemic on companies

and implement innovative approaches to manage the situation (Škare, M., Soriano, D. R., &

Porada-Rochoń, M. ,2021).

Introduction:

Background of research topic

The outbreak of COVID-19 had become a public health emergency and was of serious

international concern. It has affected the social, family, work, and personal lives of every

individual. As COVID-19 began to spread across the globe in March, Health care institutions and

governments were forced to take strict actions to control the spread of COVID-19 and imposed

restrictions in the different countries in order to monitor the spread of new corona viruses. Strict

lockdowns in cities and countries including the travel restrictions which impact of the world’s
 4

economy and taken it at the back. Small enterprises were ordered to close shops in the middle of

a lockout. Restaurants in fine dining changed to order deliveries and takeaways, schools,

colleges, and universities had online courses and many other small companies including clothing

band shoes brands have opened online websites for shopping and delivery (TRAC & NTCB,

2020). This crisis in public health led to a socio-economic crisis. The worldwide economy is in a

situation which is extremely difficult.

The earth is living in COVID-19’s shadow. Over 99 million confirmed COVID-19 case

reports have been submitted to the World Health Organization by late January 2021, including

more than 2 million deaths worldwide (https://covid19.who.int/). It is undoubtedly the most

serious public health problem faced by people (Van Bavel et al., 2020). Tourism and hospitality

industry were the foremost and the first one to be impacted from this lockdown. The pandemic's

impact on the tourism industry has been greatly underestimated since the start of the COVID-19

crisis in China.

Extended explanation of the topic

The effects of novel corona virus (COVID-19) have affected major economic activities as

they were either suspended or were very limited in owing to pandemic. Pakistan is also faced

restrictions and lockdowns in order to prevent the dissemination of under COVID-19. The

services market sectors are likely be more impacted including tourism, hospitality and transport.

Because of a lack of cash flow, millions of small and medium enterprises (SMEs) are incapable

of surviving over the long term, while SME revenues are more like to fall. Due to lockdown

many vulnerable jobs and layoffs are expected in every province of Pakistan (Javed, A., 2020).

The previous outbreaks of disease have impacted human and provincial economies in

particular and literature offers valuable information for evaluating the impact of COVID-19.
 5

Many studies have shown a positive relationship between the health of population and economic

welfare and development.

Travel and tourism are vulnerable to health and climate change, which is why travel and

tourism sector has suffered the most from the pandemics. After February 2020, the rapid

spreadcof the COVID-19 virus in Pakistan has almost stopped the economic activities. The

majority of the country was partly locked. The closing of the non-essential enterprises and the

disruption of the domestic supply chain has a considerable effect on the wholesale, retail and

shipping, storage and connectivity, the most important services sector subsectors. UNCTAD has

placed Pakistan among the countries most affected by the global corona virus pandemic, creating

a funding shortfall of $2-$3 trillion in 170 development countries during this and next year,

thereby requiring the need of a number of relief initiatives (Salik, A. N., & Rafique, N, 2020).

According to World Bank statistics, foreign tourism receipts for Pakistan were $ 818 in

2018, estimating that, in case the situation with COVID-19 and travel restrictions had continued

for a period of three months, Pakistan's tourism sector would be reduced by $ 163.6 million,

while revenue lost would increase to $ 372.2 million in six-month if the situation prevails.

Moreover, in areas which rely on tourism and provide employment for tour operators, tour

guides, drivers, hotel workers and travel agencies, the Tourism sector is also likely to lose 75,000

direct jobs. Pakistan's tourism has just begun to evolve based on constructive government

actions, though foreign bodies, including the British Backpackers Society, considered Pakistan

the third most possible destination for 2020. The magazine also claimed that Pakistan will be

among the leading destinations for adventure tourist in 2020, but Pakistan would not be able to

achieve its future benefits because of COVID-19 and travel restrictions Javed, A., 2020).

Research Problem
 6

The travel and tour companies were significantly affected by the travel restrictions

announced by the governments of almost all the countries around the globe as the measure to

control the spread of the current outbreak of novel coronavirus (COVID-19) pandemic, and all

international flights have been almost come to a complete standstill which resulted in the global

economic market being dampened. Economy of Pakistan have faced crisis due to this reason

which has significantly impacted on the small and medium enterprises working in Pakistan. A

small sole proprietor H & H Habib Group having head office in Pakistan and having main

business of travel and tours has not left behind, has also faced financial crisis and there was no

business for good 6-8 months. How they have survived and what kind of strategies and

interventions they used to face the crisis caused due to the COVID-19 pandemic. The kind of

challenges they have faced during the application of their strategies and how they have addressed

it. The researchers will also evaluate the results of the survival strategies used by group.

Research Questions

 How and to what extend COVID-19 has impacted the tours and travel business of

a small sole proprietor in Karachi, Pakistan?

 What strategies were used to face the impact of COVID-19 and what were the

results of those strategies?

Limitations

This research is limited to qualitative study. Due to scarcity of information and the

continuity of the COVID-19 pandemic, the financial repercussions on the company were not

addressed. This research captures only a small group of company having 10 workers. Due to

Govt. restrictions, the researchers interviewed only the business development head of the group
 7

on WhatsApp. As the interview was not possible, else the results would have come out more

accurate.

Literature review

The literature emphasizes on the understanding of the impact of covid-19 on travel and

hospitality business. This pandemic changes the nature of work in this particular industry. It

gives us the clear understanding of strategies and measures used to promote this industry post

covid. Literature review also analyze the impact of covid on economic situation of the business.

In the recent times, there are two factors that affect tourism industry that are climate

change and other is health emergencies. The recent outburst of this pandemic from Wuhan,

China traumatized all the world with its negative effects. All the business in the world stops

operating. One of the most important business that was badly hurt was travel and tourism

business. To control the spread of the virus many countries imposed ban on travel. Meanwhile

other business related to this industry stops operating which include hotels, transportation. It is

important for tourism industry to provide their clients safe and secure environment. Therefore

this industry is highly complex to the negative changes occurs in the environment. Because of

this pandemic tourist fear to travel thus results in reduction in country’s economy and due to the

pause of these activities, this pandemic brought uncertainty and crisis in this industry. Many

small and medium sized firms suffer from this crisis H&H is one of them. Due to imposed ban

on different countries no tours were held and ultimately no income generated however they

diversified their business by adding accountancy and taxation services to cover-up their cost and

to run their business. Thus this literature review tries to disclose the effects of pandemic on

tourist and future of this industry to combat this situation and resume their activities considering

health and safety measures.

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Research Methodology

As the COVID-19 case continues to evolve and the condition remains largely uncertain,

the analysis is inductive. The researchers conducted a case study of a single small registered sole

proprietor business named H & H Habib Group (Pvt.) Ltd. in the context of the impact of

COVID-19 pandemic on the small sole proprietor business focusing on tourism to understand

how and to what extend COVID-19 has impacted on this business of tourism and what strategies

were used for survival of business during this time.

The researchers interviewed the business development officer of the H & H Habib Group,

having 11-12 years of experience of working multi-national companies to get the reliable

answers. The researchers asked questions related to problems, solutions, and strategies used for

the survival of business in COVID-19 pandemic to study through active involvement of

participant and took permission from participant for recording of the interview which would be

helpful for referencing and identifying important comments for analysis.

Interview lasted for 30 to 40 mins and comprised of a 15-17 questions related to the

business, impact of COVID-19 outbreak on business, challenges faced, mitigation strategies,

results of the strategies and lessons learnt. Participating in the research was voluntary and no

financial compensation offered for completion of the research (refer Appendix B).

This research is limited to qualitative study. Because of the lack of information and the

continuity of the COVID-19 pandemic, the financial repercussions of COVID-19 on the

company were not addressed. This viewpoint single case study-based research paper captures

only a small group of company having 10 workers; half of them were working in other cities.

Due to Govt, restrictions, the researchers could only be able to interview the business

development head of the group. Also, due to the same reason physical interview was not possible
 9

so, it was conducted via social media i.e., WhatsApp and Zoom call, the case study research

results would have come out more accurate having interviewed at least 3-4 employees in a

physical setting.

Discussion - The Case, Phenomenon and Problem

In the late 2019s, COVID-19 outbreak in China caused unprecedented uncertainty and

altered the market environment significantly. In many countries business was adversely impacted

due to the lockdown imposed by government. The new measure of social distancing to control

the spread of the virus are projected to have a lasting impact of consumers’ preferences and

market activities.

The H & H Habib Group have two branches in Karachi and Islamabad, with two field

officers in Gilgit Baltistan and Chitral. The purpose for choosing tourism business was due to the

travel restrictions announced in many countries as the measure for controlling the spread of the

COVID-19, and all international flights have been almost come to a complete standstill, which

resulted in the global economic market being dampened. Tourism is the first and foremost

affected industry due to the travel bans, and the fear of travel among the public (Liew, V. K. S.

2020).

The March 2020 report of the OCED Economic Outlook states that that like other areas

of the world, Pakistan's tourism sector is significantly suffering from COVID-19. A minimum of

1.5 million jobs at risk, especially in tourism and hospitality sector (TRAC & NTCB, 2020).

According to the business development head of the H & H Habib Group:

“As soon as the first case tested positive of COVID-19 in Pakistan in February 2020, all

the tours for planned for schools, universities, and other corporate clients have been

cancelled immediately by the clients. Due to which we faced major loss and for a period
 10

of 6-8 months, there was no business due to the travel restrictions and lockdown by the

governments of many countries.”

The COVID-19 pandemic, though unwanted, has caused us to form a plan of contingency

to deal with similar kindly of crisis or disaster. The organizations should be mindful and consider

the implications of the crisis, such as the economic downturn.

Findings - Programme Response

No one had anticipated the exponential spread across the globe of the COVID-19 in late

2019, be deadly and turn upside down the global economy. In terms of the speed of spreading,

the number of deaths, the geographical region where it has spread and the negative consequences

around the world, COVID-19 has been one of the worst pandemics in the history (Ozbay, G.,

Sariisik, M., Ceylan, V., & Çakmak, M. 2021).

In March, as COVID-19 began to spread across the world, different restrictions were

imposed in various countries to control the spread of COVID-19, strict lockdown was

announced, most of the businesses changed their strategies and moved to online platforms to

meet both ends meet.

Due to the increased risk of contracting COVID-19 most travelers have cancelled their

travel plans, negatively affecting the business and financials of tourism, transport, hospitality,

and food and beverage industries. The situation of lockdown affected the business of the H & H

Habib Group dealing in travel and tours. For the survival of business, the management invested

their time on strategic planning for dealing with the crisis of COVID-19 around the world. The

plan to align the operational activities to achieve the set goals of the organization. The business

development head of the H & H Habib Group mentioned that

 11

“We were not aware and prepared for how and to what extend the spread of virus can

impact their business. In the 1st wave of COVID-19 their business declined drastically in

the couple of days. They were confident that the virus will end soon. But the virus stayed

longer than they have ever imagined. He shared few of the strategies the company did for

the survival of business and mainly focused on available alternatives” (see appendix C

for full transcript of interview).

Eliminating COVID-19 pandemic may not be viable as it was once believed, it will stay,

and we should focus on prevention of its transmission. (Jabbari, P., & Rezaei, N. 2020

Virtual Tours

the company has arranged virtual tours which people can attend from home on their screens and

enjoy the world keeping them safe as well. The business development head of H&H Habib

Group mentioned that

“Due to the lockdown in Pakistan, offices were closed and people were working from

home having time to spend on entertainment, we avail the opportunity by offering them

Virtual Tours like Safaris of South Africa, Under Water and Museums of United States

and Europe, and tour of galleries and buildings. In collaboration, we also offered free of

cost tours on our Facebook page and YouTube channel, to build customers preference for

our travel group. We have received an overwhelming response from the public, they

appreciated our efforts, as this was a unique entertainment as well as learning experience

altogether for them, without compromising their safety and staying at home” (see

appendix C for full transcript of interview).

Concentrating on Second business

 12

Along with the travel and tours business, H & H Habib Group also offer services of taxation and

accountings to national and international clients. Their major business was of travel and tours

generating high cashflows. As COVID-19 hit Pakistan, their business of travel business started

declining drastically, to the point that it was generating no income, they started to focus more on

their taxation and accountancy business. As per the business development head of the H &H

Habib Groups

“As our major business of travel and tours was not generating any business, the company

started focusing more on taxation and accountancy business. The taxation and

accountancy services business has scope in Pakistan because it is a hub of quality

accountants all over the globe including Europe and British markets. We started offering

services for taxation and accountancy for our clients from around the globe. They find the

services in Middle East very cheap. Out this business has now in a stable position and

have good number of corporate clients such as companies, and educational institutes”

(see appendix C for full transcript of interview).

Focusing individuals and family

To control the spread of COVID-19, corporate clients of H &H Habib Group refrained from

planning any trips for students, members of the clubs, and for employees of the companies. Ease

in lockdown by the Govt. of Pakistan, H & H Habib group focused on promoting small

individual and family groups trips ensuring the no compromise on safety protocols. The business

development head shared that

“Pakistan was comparatively less effected by COVID-19, and within the span of 5-6

months the lockdown was eased, and people started moving freely around the country.

We received good response from individuals and family clients for small trips. Prior to
 13

COVID-19, we were more focused on corporate sector clients but during the COVID-19,

to generate business we focused more on individual and family clients” (see appendix C

for full transcript of interview).

Collaboration with travel agencies

H &H Habib Group started to collaborate with travel agencies who were not concentrating on

domestic tours. They offered different services and received positive response from few of the

agencies due to the good reputation in the market. They facilitated tours of the Pakistanis having

dual nationality as they started to plan their trips to Pakistan after ease in lockdown. Pre-COVID,

they were working on business to consumer (B2C) market, collaboration with travel agencies

they started working on business to business (B2B).

Over 99 million confirmed COVID-19 case reports and more than 2 million deaths

worldwide have been reported to World Health Organization by January 2021.

(https://covid19.who.int/) This led to a socio-economic crisis. The global economy is in an

extremely difficult situation. People have witnessed an unpredictable downsizing in companies,

millions of employees have lost their jobs as thousands of organizations are forced to downsize

for survival of business in this crisis.

H &H Habib Group did not downsize their employees, all the employees remain onboard

and were receiving their salaries. The company also offered lump sum amount to the sales team

who were earning on commission basis and they were highly affected by no business of travel

and tour. As a result, they continued to work hard for the survival of and come out more

developed.
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Results and Outcomes

COVID-19 outbreak has drastically crash tourism related businesses as the virus emerged

and spread all over the world disturbing human life and their activities. Because of this change of

environment, government and other institutions imposed ban on travel and tourism. Many small

and medium sized businesses affects by this decision. Furthermore, as COVID-19 is transmitted

from person to person in various ways, people were afraid to travel from one place to another.

Other businesses associated to the travel and tourism industry like insurance, financial service

providers, currency exchange were also poorly influenced by this pandemic. Thus, supply and

demand in this region is completely collapsed resulting high adversarial effect on sub sectors

including hotels, transportation, entertainment, and other linking operators. The countries which

are based on tourism working hard to finance wide range of policies to ease the impact on travel

and tourism. Regarding this situation H&H Habib Group formulated different strategies to be

able to sustain their business in this crucial time. They formulated the strategy which they have

used during the second wave of COVID-19 and since then they have used till now. This

diversification in the business not only helps them to be able to survive during the pandemic but

also gives them an opportunity to use their skills. However nowadays firm endorses new ways to

support the industry, including revenue sharing mechanism amongst the companies that compete

for the same market segments. The time has come to shift the tourism industry and change the

nature of tourism. To review the processes at least in part after coronavirus pandemic from mass

tourism, which we previously knew. COVID-19 pandemic changes the standards of routine

operations and tourism industry of no exception.

 15

Challenges and Lesson Learned

Since the company is small in size it is not possible to take interview from many people.

Whatever the information we received is totally based on one experience. Due to Govt,

restrictions, the researchers could only be able to conduct an online interview via social media

i.e., WhatsApp and Zoom call. The case study results would have come out more accurate

having interviewed at least 3-4 employees in a physical setting.

This pandemic taught us a lesson that we should have other alternate business plans as a

source of income for sustainability and not rely on one business as said do not put all your eggs

in one basket. In this case, company had other skills like taxation and accountancy which helped

them in survival. Their main customers were corporate clients pre covid but post covid they

started entertaining individual customers to cover their cost and run their business. COVID-19

made us learn is to adopt technology and use digital world of virtual reality. Eventually COVID-

19 may be cured, but the new normal is just that, and we can’t go back to where we were.

We also learned that health is the most important factor of human life. Mass tourism

cannot take place at the risk of human lives moreover COVID-19 reduced travel volumes for a

long period of time while small scale travel comes with high prices. Cash is king and we need to

save as much as possible for the future. Crisis planning is also an important lesson. Preparing for

uncertainty requires alertness and assets. Not all travel companies can afford to hire full time risk

manager, but established vendors and consultants can bridge the gap between preparing to face

the crisis and the onset of the next one. Hence, it is important for tourism industry to use data and

innovation to prepare for a market that will be unfamiliar for sometimes before travelers return to

familiar pattern.
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Recommendations

In order to make sure the sustainability and improvement in travel and tourism industry

after covid, the following recommendations should be noted.

All the other business which are the part of the main tourism business including hotels,

transport, entertainment, food and beverages, and other operations should work together to

overcome the impact of COVID-19 pandemic on the industry. These sectors should work

collectively with financial institutions like banks for settling the industry again. Tourism industry

should reconsider their business planning from giving discounts to maintaining client’s health

safety. Marketing strategy should be used post covid to develop tourism. Industry should use

techniques to manage crisis situation by developing alternative plan which can be flexible

according to the situation. However, they can use crisis as an opportunity to train their

employees for the future. Government can play an important part in this situation by giving

adequate resources linked to COVID-19 in order to sustain public confidence on travel and tours.

They should also promote domestic tourism by creating awareness concerning precautionary

measures. Additionally, they should provide online workshops or seminars related to new

technology, hygiene and safety, clean and green marketing that is going to be used in the

industry. Moreover, the government should also provide financial aid to the small and medium

enterprises (SMEs) in the industry to combat in the market. On the other hand industry must

collect data on tourism related variable to make effective policies. Promoting flexible rates and

ease booking to a new date is also an important strategy to help hotel business. Using e-

marketing and electronic transactions strategies to avoid the spread of virus and safe the

customers. Finally, it is recommended to begin collective strategies among the public and private

sector.
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Appendix A

Company Details

Name: H & H Habib Group

Website: https://habibtourstravel.com/

NTN Number: 3734547-8

License Number: 4858 (Tentative)

Appendix B

Interview Consent Form

(via email attachment)

 21

Appendix C

Interview Transcript

Researcher: Hello, Sir! Hope you are doing good. Kindly give brief introduction of

yourself and your company

Respondent: My name is Kareem Habib Shivji, I am working in H&H Group as

Business Development guide for last 3 years. H&H Group is a group of companies working in

diversified Field. They have 3 major businesses. Main portfolio is travel & tourism. In side they

are also registered as tax consultant company and Transporters. The owner of this company is

very much passionate about travelling and Explore new locations countrywide. It is a sole

proprietorship business. H&H Group has licensed company for tourism.

Researcher: Give an overview of your business?

Respondent: H&H Group is offering all over Pakistan travel & tour services for not

only individuals and citizen of Pakistan, but they are good in arrangement of foreigners travelers.

Currently they are focusing more on tourism industry of Pakistan. Other business is taxation

consultancy which is the expert area of the owner. we have numbers of good corporate clients.

Our operations are performed in 3 main offices Karachi, Lahore & Islamabad and 2 regional

offices in Gilgit and Chitral operating by almost 10 staff. We have 1 regional office in Abu

Dhabi as well to cater business of middle east market. Recently we have started our operations in

Canada to cater business of European countries.

Researcher: How and in what way COVID 19 have impacted your business?

Respondent: The COVID-19, first wave was affected in Pakistan, 2nd and 3rd wave. All

3 wave that effected the most and major business which was firstly affected is travel & tourism
 22

and hospitality department. Which includes all the hotels, rent a car business and travel agencies.

In fact the 3rd wave which is ongoing is also badly effecting our business. I would add that in the

month of May we were planning a group from Canada and 1 group from US. But unfortunately,

the flights from Karachi or Pakistan are banned from US and Canada. That’s why our business is

also effected in all ways from the first wave till to date.

Researcher: What kind of major problem/s you have faced during COVID times? (it

could be lockdown, ban to tourism, change in behavior of people towards travel/tourism due to

COVID or any other thing)

Respondent: as I stated in my last answer that COVID effected badly the tourism and

travel industry and the change was that most of the people enjoying lockdown with their families

at home and they were spending times at their homes.

Researcher: How and to what level the business has impacted with this problem?

Respondent: We were not aware and prepared for how and to what extend the spread of

virus can impact their business. In the 1st wave of COVID-19 their business declined drastically

in the couple of days. They were confident that the virus will end soon. But the virus stayed

longer than they have ever imagined.) He shared few of the strategies the company did for the

survival of business and mainly focused on available alternatives”.

Researcher: What steps you have taken to address the problem? How business has

survived from the problem?

Respondent: Due to the lockdown in Pakistan, offices were closed, and people were

working from home having time to spend on entertainment, we avail the opportunity by offering

them Virtual Tours like Safaris of South Africa, Under Water and Museums of United States and

Europe, and tour of galleries and buildings. In collaboration, we also offered free of cost tours on
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our Facebook page and YouTube channel, to build customers preference for our travel group.

We have received an overwhelming response from the public, they appreciated our efforts, as

this was a unique entertainment as well as learning experience altogether for them, without

compromising their safety and staying at home

Researcher: What interventions or strategies you have used in response to the

problem?

Respondent: There was no business in pandemic, but we avail this time as opportunity

on planning how to survive during this lockdown than we started virtual trips. We focused on

different business. By the grace of god this disease not much impacted in Pakistan as other

countries.

Researcher: Who was responsible for implementing those interventions/strategies?

Respondent: All the team was very much committed and focusing with the new

challenge and all were very positive that the problem is the time being and will not stay for

longer period. We must focus and be strong. We did not eliminate or fire any of our staff.

Researcher: Have you faced any challenges in implementation of your

strategies? If yes, what kind of challenges and how you have faced it?

Respondent: The biggest challenge is to provide awareness to the clients for

virtual travelling because in Pakistan most population does not aware that how to use this

platform and get benefit from it.

Researcher: Any modifications done to the initial plan of action to face COVID crisis?

If yes, kindly share the modifications and why it was needed?

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Respondent: in initial plan, we were switch our resources to the other field of taxation

consultancy which was another portfolio of our company. The main reason of this switching is

our survival.

Researcher: What were the outcomes/results of the interventions/strategies used in

business?

Respondent: result in a positive way but obviously it will take time to evaluate financial

way but overall, it was a good response. We were working on taxation of international

shopkeepers and arrange short tours like domestic in 2nd phase and we received good response

and focusing on different diversified business which is resulting in a positive way.

Researcher: What are the lessons you have learned from the challenges you have faced

during this COVID pandemic times?

Respondent: I have learnt that do not put all of your eggs in one basket and focus on

diversified business and overall situation it is very difficult to approach in various business, but

we need to prepare to change in 180 degree side but obviously all the business will take time to

establish so it is necessary to work on parallel on substitutes as well.

Researcher: Any other details which you want to share.

Respondent: Thanks to you that you have selected our business for your project. One

surprise I want to give you that Ibra University are also one of our clients and we were planned

various trips in 2020 from all of their campuses but due to the pandemic, they also cancelled

their trips.

Researcher: Thank you for showing your interest in participation and giving us your time

and sharing the information, we are very grateful.

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