HUMAN RESOURCE MANAGEMENT

NAME : AMBER CHIN CHIA ER

STUDENT NUMBER/IC NUMBER : 020329-13-0758

PROFESSIONAL DIPLOMA IN BUSINESS

COURSE :
MANAGEMENT

LECTURER NAME : DR ALEX TAN

DUE DATE : 13 April 2024

WORD COUNT : 7,284

Assignment
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Abstract

The purpose of this research is to study the impact of COVID-19 on Small and

Medium-Sized Enterprises (SMEs) in Johor Bahru. This involve in studying on how

government support and policies, digital transformation, operational adaptations, and

consumer behavior changes affect the Small and Medium-Sized Enterprises (SMEs)

performance or outcomes in Johor Bahru.

I distribute 100 sets of questionnaires to the owner of Small and Medium-

Sized Enterprises (SMEs) in Johor Bahru. All sets of questionnaires are completed

and usable. Collected data from questionnaires processed by computer program in

terms of frequency, mean, standard deviation and regression.

Results showed that government support and policies, digital transformation,

operational adaptations, and consumer behavior changes had a positive impact on

Small and Medium-Sized Enterprises (SMEs) performance or outcomes, and

customer satisfaction has a positive impact on customer loyalty. The owner of Small

and Medium-Sized Enterprises (SMEs) can use the result to optimize their strategy

so to succeed in higher performance or outcomes.

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Acknowledgements

I would like to express my gratitude to all those who helped me during the

writing of this thesis.

My deepest gratitude goes first and foremost to my thesis advisor Mr. Alex

Tan Wei Liang, for his constant encouragement and guidance, for his time, patient,

steady support, statistical proficient and direction throughout my thesis study.

Without his patient instruction, insightful criticism and expert guidance, the

completion of this thesis would not have been possible.

I would also like to state my heartfelt gratitude to my 100 respondents who

have spent their time to help me to complete the questionnaire. Their comment and

useful suggestions helped me during the research of this study.

Loves and thanks go to my dear family for their love, strongly support,

encouragement, understanding, great confidence and contribution all through these

years.

I also owe my sincere gratitude to all my friends in Johor Bahru and

Singapore who have contributed to the completeness of this thesis research. Thanks

for their time, support and assistance and for assisting for completing the thesis with

me.

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Table of Contents
Content Page
Chapter 1: Background of Study 7
1.1 Topic 7
1.2 Research Background 7
1.3 Problem Statement 9
1.4 Research Objective 10
1.5 Research Question 11
1.6 Scope of Study 11
Chapter 2: Literature Review 14
2.1 Economic Impact on SMEs 14
2.1.1 Policy Responses and Support Measures 15
2.2 Government Support Measures and Policies 16
2.2.1 The Prihatin Rakyat Economic Stimulus Package 16

2.2.2 The Penjana SME Financing Scheme 16

2.2.3 Tax relief measures 17

2.2.4 Digital Adoption Push 17

2.3 Digital Transformation 18

2.3.1 Challenges of Digital Transformation 19
2.3.2 Government Initiatives and Support 19
2.4 Resilience and Recovery 21
2.4.1 Strategic Planning and Diversification 21
2.4.2 Enhancing Online Presence 22
2.4.3 Government Support in Facilitating Resilience and Recovery 22
2.5 Conceptual Framework and Hypothesis 24
2.5.1 Conceptual Framework 24
2.5.2 Hypothesis 25

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Chapter 3: Methodology 28
3.1 Research Design 28
3.2 Sampling Design 30
3.3 Data Collection 32
3.4 Data Analysis 33
3.5 Measurement 36
Chapter 4: Data Analysis and Findings 39
4.1 Descriptive Data Analysis 40
4.1.1 Size 41
4.1.2 Ownership Structure 43
4.1.3 Annual Revenue 45
4.1.4 Location 47
4.2 Reliability Analysis 49
4.3 Central Tendencies Measurement of Constructs 51
Chapter 5: Conclusions and Recommendations 55
5.1 Conclusion 56
5.2 Recommendations 56
5.3 Limitation of Study 57
5.4 Self Reflection 58
References 60

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Chapter 1: Background of Study

1.1 Topic

The impact of COVID-19 on small and medium-sized enterprises (SMEs) in Johor Bahru

1.2 Research Background

The COVID-19 epidemic has definitely changed the global economic

environment, posing unprecedented problems, particularly for small and medium-

sized businesses (SMEs). In Johor Bahru, a city with a diverse industrial,

commercial, and tourism sectors, SMEs are critical to the local economy. The

resilience and sustainability of these businesses are critical to the region's economic

recovery and prosperity. The purpose of this study is to investigate the multiple

effects of the COVID-19 pandemic on SMEs in Johor Bahru, with a focus on financial

pressures, operational interruptions, changes in customer behavior, and the rapid

transition to digital platforms.

Johor Bahru, Malaysia's southern gateway, has a thriving economy built

around SMEs, which contribute significantly to employment and GDP. According to

the Department of Statistics Malaysia (2020), SMEs account for about 98.5% of total

business establishments, highlighting their importance to the Malaysian economy.

The diversity of these businesses in Johor Bahru, which range from manufacturing to

services, emphasizes the necessity for a thorough research to understand the

pandemic's impact across sectors.

The advent of the COVID-19 pandemic prompted strict lockdown measures,

which had a substantial impact on the activities of SMEs in Johor Bahru. Supply

chain interruptions, lower consumer spending, and the transition to remote

employment have all presented significant obstacles. The tourist and retail

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industries, in particular, suffered significant declines as a result of travel restrictions

and social distancing measures. Furthermore, SMEs encountered difficulties in

obtaining financial assistance and adopting to the digital economy, which worsened

during the epidemic.

The epidemic has expedited SMEs' digital transformation, with many

embracing e-commerce and online business strategies to continue operations and

reach consumers. The Malaysian government has created a number of assistance

initiatives to help SMEs throughout this transition, including financial aid, digital skills

training, and digital adoption incentives (Malaysia Economic Planning Unit, 2021).

While there is a growing literature on the impact of COVID-19 on enterprises

worldwide, there is a significant lack in studies concentrating on SMEs in Johor

Bahru. This study seeks to close this gap by providing empirical information on the

obstacles that SMEs confront, their resilience tactics, and the efficacy of government

assistance programs during the pandemic.

This research will provide important insights into the resilience and flexibility of

SMEs in Johor Bahru during the COVID-19 epidemic. This study intends to help the

creation of more tailored support measures for SMEs throughout the post-pandemic

recovery period by identifying difficulties, adaption options, and policy intervention

areas.

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1.3 Problem Statement

The COVID-19 epidemic has caused unprecedented global economic instability,

severely hurting small and medium-sized businesses (SMEs) globally. Government-

imposed lockdowns, changes in customer behavior, and supply chain disruptions have all

had a substantial impact on SMEs in Johor Bahru, Malaysia's important economic center.

SMEs are critical to Johor Bahru's economy, since they contribute to employment,

innovation, and regional growth. Despite their importance, small businesses are more

vulnerable to the pandemic's negative consequences since they have fewer financial

resources, less market access, and a weaker ability to absorb shocks than bigger

organizations.

The scenario in Johor Bahru matches the issues encountered by SMEs worldwide,

according to the Department of Statistics Malaysia (2020), which emphasized the critical

significance of SMEs in the Malaysian economy, accounting for about 98.5% of total

company establishments. Furthermore, studies like as those conducted by the World Bank

(2020) have highlighted the pandemic's enormous impact on companies, prompting a

targeted research of SMEs' resilience plans and support systems during and after the

epidemic. However, there is a notable lack in empirical research focusing on the impact of

COVID-19 on SMEs in Johor Bahru, particularly in terms of comprehending the various

issues they confront and identifying the elements that contribute to resilience and

recovery. This study intends to address that vacuum by investigating the magnitude of

COVID-19's impact on SMEs in Johor Bahru, evaluating the efficiency of government

assistance programs, and identifying SMEs' adaptive methods for navigating the

pandemic's hurdles.

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1.4 Research Objective

In view of the problem statement, the objectives of this study are:

1.4.1 To Investigate the Financial Impact of COVID-19 on SMEs in Johor Bahru

1.4.2 To Examine Operational Challenges Faced by SMEs due to COVID-19

1.4.3 To Analyze Changes in Consumer Behavior Affecting SMEs

1.4.4 To Evaluate the Effectiveness of Government Support Programs for SMEs

1.4.5 To Identify Strategies for Resilience and Recovery Among SMEs

1.4.6 To Provide Recommendations for SMEs and Policy Makers

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1.5 Research Question

Below are several questions that will serve as the engine of the entire study:

1.5.1 What are the primary financial challenges faced by SMEs in Johor Bahru due

to the COVID-19 pandemic?

1.5.2 How have operational disruptions due to COVID-19 affected SMEs in Johor

Bahru?

1.5.3 In what ways have consumer behaviors changed during the COVID-19

pandemic, and how have these changes impacted SMEs in Johor Bahru?

1.5.4 How effective have government support programs been in assisting SMEs in

Johor Bahru during the COVID-19 crisis?

1.5.5 What strategies have SMEs in Johor Bahru employed to adapt and survive

during the COVID-19 pandemic?

1.5.6 What are the long-term implications of the COVID-19 pandemic for SMEs in

Johor Bahru?

1.6 Scope of Study

The objective of this research is to investigate the various effects of the COVID-19

pandemic on small and medium-sized enterprises (SMEs) in Johor Bahru. The study will

specifically examine sectors such as retail, services, and manufacturing that have had

major impacts. The study will encompass the timeframe from the onset of the pandemic in

early 2020 until the present, examining the several phases of movement control orders

and their impact on the operational, financial, and strategic aspects of small and medium-

sized enterprises (SMEs) in Johor Bahru.

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The study will primarily concentrate on small and medium-sized enterprises (SMEs)

situated in Johor Bahru, a prominent urban center and economic nucleus in the southern

region of Malaysia. The city's distinctive location as a border city with Singapore, along

with its varied industrial and service sectors, renders it a significant subject of research for

comprehending the effects of the pandemic on small and medium-sized enterprises

(SMEs).

This study aims to categorize small and medium-sized enterprises (SMEs) in Johor

Bahru according to their operational sectors, which include retail, services (such as

tourism and hospitality), and manufacturing. The objective is to assess the individual

issues, solutions, and recovery trends within each sector.

The study will investigate the financial ramifications of the pandemic on small and

medium-sized enterprises (SMEs), encompassing reductions in revenue, challenges in

obtaining financing, and concerns related to liquidity. Furthermore, the study will

investigate operational obstacles such as interruptions in the supply chain, management

of the workforce, and changes in business models that have been required due to the

epidemic.

A crucial component of the study will involve assessing the efficacy of government

support programs designed to aid small and medium-sized enterprises (SMEs) during the

epidemic. These encompass financial assistance, tax alleviation measures, and initiatives

for digital modernization. The study will additionally ascertain the resilience methods

implemented by SMEs, including the adoption of online sales, implementation of cost

reduction initiatives, and the utilization of novel service delivery models.

The study will utilize a mixed-methods methodology, incorporating the gathering of

quantitative data through surveys and the acquisition of qualitative insights through

interviews with small and medium-sized enterprise (SME) owners and managers. This

methodology will provide a thorough examination of the repercussions of the pandemic

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and the efficacy of the implemented measures.

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Chapter 2: Literature Review

2.1 Economic Impact on SMEs

The susceptibility of small and medium-sized enterprises (SMEs) to

economic downturns is extensively established. Ayyagari, Demirguc-Kunt, and

Maksimovic (2011) contend that small and medium-sized enterprises (SMEs)

frequently encounter limited access to financial resources in comparison to larger

organizations, which poses challenges for them in enduring extended periods of

decreased commercial activity. The OECD (2020) also acknowledges that small and

medium-sized organizations (SMEs) generally have lesser financial resilience

compared to larger companies. This is mainly because SMEs heavily depend on their

day-to-day operations and client traffic to generate revenue. This attribute rendered

them especially vulnerable to the economic upheaval triggered by the COVID-19

epidemic.

In Johor Bahru, like in other regions of Malaysia and globally, the

pandemic resulted in a substantial decline in consumer expenditure. According to Bank

Negara Malaysia (2020), the strict measures put in place to contain the virus, such as

lockdowns and movement control orders, directly led to reduced consumer activity and

sales for small and medium-sized enterprises (SMEs). The tourism industry, upon

which numerous small and medium-sized enterprises in Johor Bahru rely, suffered a

nearly complete collapse due to restrictions on both international and domestic travel.

This worsened the economic difficulties experienced by small and medium-sized

enterprises (SMEs) in the region.

SMEs have been greatly concerned about the increased economic

uncertainties caused by the outbreak. Due of the uncertain timeline for controlling the

epidemic and resuming normal economic activity, numerous small and medium-sized
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enterprises (SMEs) encountered challenges in forecasting for the future. The lack of

confidence posed a significant obstacle for firms in making well-informed decisions

regarding their workforce, inventory control, and expansion investments.

2.1.1 Policy Responses and Support Measures

To address these problems, governments around the world, including

Malaysia, have introduced a range of assistance measures designed to minimize the

economic impact on small and medium-sized enterprises (SMEs). The measures

encompassed financial assistance programs, wage subsidies, and moratoriums on

loan repayments (IMF, 2020). The Malaysian government implemented various

economic stimulus packages with a specific focus on supporting small and medium-

sized enterprises (SMEs) amidst the pandemic. These programs were designed to

offer urgent financial assistance to firms facing cash flow difficulties and to assist

them in retaining their personnel during periods of reduced or nonexistent

commercial activity.

The COVID-19 epidemic has had a significant economic impact on small

and medium-sized enterprises (SMEs) in Johor Bahru. These firms are facing

challenges in staying afloat due to reduced consumer spending, disruptions in the

supply chain, and increased economic uncertainty. The government's support

measures have played a significant role in assisting certain SMEs in navigating the

difficulties of the current times. The future economic prospects for small and

medium-sized enterprises (SMEs) in Johor Bahru will be determined by the

worldwide and local development of the pandemic, the efficacy of vaccination

initiatives, and the capacity of businesses to adjust to the altered economic

environment after the pandemic.

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2.2 Government Support Measures and Policies

Governments around the world have undertaken a range of support measures in

response to the epidemic, with the goal of reducing the economic impact on small and

medium-sized enterprises (SMEs). The measures encompass financial assistance,

suspension of loan repayments, and subsidies aimed at retaining personnel (IMF,

2020). The Prihatin Rakyat Economic Stimulus Package and the Penjana SME

Financing program were implemented in Malaysia to offer financial assistance and

ensure the sustainability of small and medium enterprises (SMEs) (Ministry of Finance

Malaysia, 2020).

2.2.1 The Prihatin Rakyat Economic Stimulus Package

An important measure taken by the Malaysian government in March 2020 was the

implementation of the Prihatin Rakyat Economic Stimulus Package. This all-

encompassing bundle is designed to safeguard the well-being of individuals, bolster

enterprises, and enhance the economy. The package provided to SMEs consisted of

wage subsidies, special grants, and business loan moratoriums in order to alleviate

urgent financial difficulties (Ministry of Finance Malaysia, 2020). The wage subsidy

program was remarkable, since it offered financial aid to firms in order to maintain their

personnel despite the decline in business.

2.2.2 The Penjana SME Financing Scheme

In addition to the stimulus package, the government also implemented the Penjana

SME Financing initiative. This program provided small and medium-sized enterprises

(SMEs) with the opportunity to get loans for their day-to-day operations under

advantageous conditions. The focus was on industries that were significantly affected by

the epidemic, including as tourism and retail. The objective of the scheme was to enable
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small and medium-sized enterprises (SMEs) to meet their operational expenses,

including as rent, utilities, and employee salaries, even when their revenue was

decreased or nonexistent (Ministry of Finance Malaysia, 2020).

2.2.3 Tax relief measures

The government's support for SMEs included implementing tax relief measures,

which were crucial. These initiatives encompassed deferments, exemptions, and

rebates on specific taxes to enhance the liquidity for firms facing difficulties as a result of

the epidemic. As an illustration, small and medium-sized enterprises (SMEs) were

granted extensions on their income tax payments and exemptions on some human

resources costs in order to incentivize the retention of staff (Ministry of Finance

Malaysia, 2020).

2.2.4 Digital Adoption Push

In response to the epidemic, the Malaysian government encouraged small and

medium-sized enterprises (SMEs) to embrace digital platforms as a vital means of

survival. They provided incentives to promote the adoption of digital technologies. This

encompassed providing grants and financial aid to small and medium-sized enterprises

(SMEs) in order to facilitate the adoption of e-commerce technologies, improve their

online visibility, and automate their business operations. The objective was to assist

small and medium-sized enterprises (SMEs) in expanding their online presence and

offsetting the decline in face-to-face consumer interactions (Malaysia Digital Economy

Corporation, 2020).

The Malaysian government's response to the COVID-19 epidemic, through the

implementation of various support measures and regulations, played a vital role in giving

essential assistance to small and medium-sized enterprises (SMEs), especially in

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economically important regions like Johor Bahru. The immediate respite and support

provided by these measures have been beneficial. However, the long-term recovery and

resilience of SMEs will depend on continued government support, the trajectory of the

epidemic, and firms' capacity to adjust to market conditions after the pandemic.

2.3 Digital Transformation

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The abrupt commencement of the COVID-19 pandemic required swift

adaptations in company operations, with digital transformation emerging as a crucial

approach for ensuring survival and uninterrupted operations. According to the United

Nations Conference on Trade and Development (UNCTAD, 2020), the pandemic

greatly sped up the transition to e-commerce and digital platforms. This was due to

traditional physical enterprises being forced to close and experiencing a major

decrease in customer visits. In Johor Bahru, small and medium-sized enterprises

(SMEs) that formerly depended on face-to-face encounters with clients have started

to explore online sales channels, digital marketing, and social media in order to

connect with their customers and maintain their revenue streams.

2.3.1 Challenges of Digital Transformation

Although SMEs faced major hurdles, the switch to digital operations offered

evident advantages. Kumar et al. (2020) emphasize that digital literacy and access to

digital infrastructure are the main obstacles to achieving successful digital

transformation. A significant challenge faced by numerous small and medium-sized

enterprises (SMEs), particularly those located in developing regions or less

urbanized areas such as specific portions of Johor Bahru, is the lack of proficient

digital skills among their employees and the restricted availability of dependable

internet connectivity and digital resources. Furthermore, the expenses linked to the

adoption of digital solutions, such as e-commerce platforms, digital payment

systems, and cybersecurity measures, present additional challenges for businesses

already experiencing financial difficulties as a result of the epidemic.

2.3.2 Government Initiatives and Support

The Malaysian government, through agencies such as the Malaysia Digital

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Economy Corporation (MDEC), has implemented initiatives to assist small and

medium-sized enterprises (SMEs) in their transition to digital technologies,

acknowledging the significance of digital adoption for their survival and expansion

(Malaysia Digital Economy Corporation, 2020). The measures encompassed

financial aid, educational programs in digital proficiencies, and inducements for small

and medium enterprises to embrace digital technologies. Providing such assistance

is vital for small and medium enterprises (SMEs) in Johor Bahru, as it helps them

overcome the difficulties of digital transformation and utilize online platforms to

ensure the resilience of their businesses.

The COVID-19 pandemic has compelled small and medium-sized enterprises

(SMEs) in Johor Bahru to rapidly adopt digital transformation, leading to the

emergence of fresh opportunities for conducting company operations and engaging

with customers. Despite ongoing hurdles, such as limited digital literacy and

infrastructure, government assistance and activities are crucial in aiding this shift. In

the post-pandemic era, the long-term viability and sustainability of small and

medium-sized enterprises (SMEs) will heavily depend on their digital readiness, as

the global economy continues to transform.

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2.4 Resilience and Recovery

Adaptability and innovation have been recognized as crucial factors that

contribute to the ability of small and medium-sized enterprises (SMEs) to withstand

economic downturns. According to Herbane (2019), the capacity to rapidly adapt to

shifting market conditions and innovate in the face of adversities is essential for firms

aiming to overcome crises effectively. SMEs in Johor Bahru have been actively

pursuing new markets, expanding their range of products, and utilizing technology to

improve operational efficiency and connect with clients via digital platforms. SMEs

have demonstrated innovation by swiftly transitioning to e-commerce and embracing

remote working technology to ensure operational continuity.

2.4.1 Strategic Planning and Diversification

Strategic planning has been crucial in the ability of small and medium-sized

enterprises (SMEs) to withstand and bounce back from challenges. Lim and Kim

(2020) emphasize the significance of small and medium-sized enterprises (SMEs)

reevaluating their business models and engaging in strategic long-term planning.

This encompasses not only immediate tactics for managing crises but also factors to

be taken into account for growth and sustainability beyond the pandemic. In Johor

Bahru, several small and medium-sized enterprises (SMEs) have included

diversifying their supply chains to decrease reliance on a single supplier and

investigating alternative business models, such as subscription services or online

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marketplaces, as part of their strategic planning. These steps are intended to reduce

risks and establish more reliable sources of income.

2.4.2 Enhancing Online Presence

Developing a strong online presence is now an essential component of

ensuring business sustainability. Given the significant shift in customer habits

towards online buying and digital interactions, small and medium-sized enterprises

(SMEs) in Johor Bahru have acknowledged the importance of enhancing their online

presence. This encompasses the process of enhancing their websites for online

business, actively interacting with clients via social media, and employing digital

marketing tactics to enhance exposure and expand their audience (UNCTAD, 2020).

By adopting digital transformation, small and medium-sized enterprises (SMEs) can

access larger markets and decrease their need on in-person customer visits.

2.4.3 Government Support in Facilitating Resilience and Recovery

Government efforts and assistance programs have played a crucial role in

helping small and medium-sized enterprises (SMEs) to develop strategies that

enhance their ability to withstand and recover from challenges. The provision of

financial aid, subsidies, and training programs targeting digital adoption has offered

the essential support for small and medium-sized enterprises (SMEs) to navigate

through the crisis. The Malaysian government's initiatives, such as the Prihatin

Rakyat Economic Stimulus Package and the Penjana SME Financing program, have

played a vital role in offering assistance and promoting the adoption of digital

transformation among small and medium-sized enterprises (SMEs) (Ministry of

Finance Malaysia, 2020).

The capacity of small and medium-sized enterprises (SMEs) in Johor Bahru to

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bounce back from the COVID-19 pandemic is a clear demonstration of the

significance of their adaptability, innovation, strategic planning, and government

assistance. As small and medium-sized enterprises (SMEs) continue to confront the

difficulties presented by the epidemic, these tactics will continue to be crucial in

guaranteeing their long-term viability and expansion.

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2.5 Conceptual Framework and Hypothesis

2.5.1 Conceptual Framework

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The conceptual framework was conducted based on the literature review to

study about “The impact of COVID-19 on Small and Medium-Sized Enterprises

(SMEs) in Johor Bahru, Malaysia” which illustrates below (Figure 2.8.1). The aim of

this study is to probe and illustrate the two independent variables on government

support and policies, digital transformation, operational adaptations, and consumer

behavior changes in influencing the dependent variable (SMEs’ performance or

outcomes).

2.5.2 Hypothesis

H1: There is a positive relationship between the extent of government

support and policies and the performance of SMEs during the

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COVID-19 pandemic.

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H2: There is a positive relationship between the level of digital

transformation within SMEs and their performance during the

COVID-19 pandemic.

H3: There is a positive relationship between operational adaptations

(e.g., supply chain adjustments, pivot to online services) and

SME performance during the COVID-19 pandemic.

H4: Changes in consumer behavior due to the COVID-19 pandemic

have a significant impact on SME performance.

H5: The relationship between the independent variables (government

support, digital transformation, operational adaptations, changes

in consumer behavior) and SME performance is mediated by the

resilience strategies employed by SMEs.

H6: Market conditions moderate the relationship between the

independent variables and SME performance, with the impact being

stronger in more favorable market conditions.

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Chapter 3: Methodology

This chapter outlines the research methods used to investigate the effects of COVID-19

on Small and Medium-Sized Enterprises (SMEs) in Johor Bahru. The pandemic's

unparalleled worldwide economic upheaval required a thorough examination of how small

and medium-sized enterprises (SMEs) in this thriving economic center have managed

problems, adjusted to shifting market dynamics, and identified the variables that have

bolstered their ability to bounce back and regain strength. Utilizing a mixed-methods

approach, this study seeks to provide a thorough analysis by integrating quantitative data

obtained from surveys with qualitative insights gathered from interviews. This technique

attempts to provide a holistic comprehension of the impact of the epidemic.

3.1 Research Design

The research on the effects of COVID-19 on small and medium-sized enterprises (SMEs)

in Johor Bahru employs a mixed-methodologies approach, combining quantitative and

qualitative methods to provide a thorough understanding of the difficulties and

adjustments that SMEs have encountered throughout the epidemic. This design facilitates

a more comprehensive comprehension of the numerical data by means of thorough

qualitative investigation.

Quantitative research will involve the collection of numerical data using questionnaires

that will be disseminated to a selected group of small and medium-sized enterprise (SME)

owners and managers in Johor Bahru. The poll will include inquiries on the financial

ramifications, operational obstacles, shifts in customer behavior, endeavors towards digital

transformation, and the efficacy of government assistance programs amidst the pandemic.

Qualitative research will be conducted by conducting semi-structured interviews with a

subset of survey respondents in order to get in-depth insights. The purpose of these

interviews is to thoroughly examine the experiences of small and medium-sized

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enterprises (SMEs), investigating the intricacies of their difficulties, approaches of

adjusting, and viewpoints on government assistance.

Triangulation: Both quantitative and qualitative data will be used together to validate

findings and ensure a thorough knowledge of the pandemic's impact on SMEs.

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3.2 Sampling Design

The study utilizes a stratified random sampling technique to ensure a representative

sample of small and medium enterprises (SMEs) from different sectors in Johor Bahru.

This methodology enables the study to comprehensively assess the COVID-19's effects

on certain sectors, recognizing the diverse impact of the pandemic on various types of

enterprises.

Stratification Criteria: The main criterion for stratification is determined by the industry

sector of the small and medium-sized enterprises (SMEs). The industries encompass,

among others, retail, manufacturing, services (including tourism and hospitality), and

technology. This stratification guarantees that the study encompasses a wide range of

experiences and difficulties encountered by small and medium-sized enterprises (SMEs)

in Johor Bahru amidst the pandemic.

Sample Size Determination: The sample size will be established based on the population

of subject matter experts (SMEs) in Johor Bahru, with the goal of obtaining a sample that

can yield statistically significant results. The sample size calculation will be informed by

preliminary data obtained from the Department of Statistics Malaysia and local business

registrations. This will ensure that each sector is adequately represented. A power

analysis will be performed to ascertain the minimal sample size necessary for detecting a

significant impact, taking into account a confidence level of 95% and a margin of error of

5%.

Sampling Technique: Random selection will be used to choose SMEs from each stratified

group to participate in the study. The process of selecting randomly will be made easier by
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utilizing business directories, official registries for small and medium-sized enterprises

(SMEs), and working together with local business associations. The random selection

procedure guarantees that every small and medium-sized enterprise (SME) in each sector

has an equitable opportunity to be included in the study, hence minimizing any potential

bias in the selection process.

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3.3 Data Collection

The collection of primary data for this research would involve the use of a well-organized

questionnaire designed to specifically gather information about the effects of COVID-19 on

small and medium-sized enterprises (SMEs) in Johor Bahru. The survey will have multiple

sections aimed at collecting quantitative data on the financial consequences, operational

difficulties, measures for adaption, and perceptions of government assistance during the

pandemic.

Survey Distribution: The survey will be disseminated online to a carefully selected sample

of small and medium-sized enterprise (SME) owners and managers in Johor Bahru. This

approach enables effective data gathering and the capacity to engage a broader audience

in a brief timeframe. The distribution channels will encompass email, social media

platforms, and business networks to guarantee an extensive outreach within the small and

medium-sized enterprise (SME) community.

Survey Design: Section A: firm Demographics - This section aims to gather data regarding

the nature of the firm, its scale, industry, and duration of operation. This information will be

used to categorize replies and conduct sector-specific analysis.

Section B: Financial Impact - The questions will mostly address changes in revenue,

availability of financial assistance, and difficulties in maintaining sufficient cash flow.

Section C: Operational Challenges - This section will discuss the difficulties encountered

in the day-to-day operations, including interruptions in the supply chain, adjustments in

managing the workforce, and the transition to digital operations.

Section D: Government Support - The questions will assess the level of knowledge and

impact of government assistance initiatives targeted at small and medium-sized

enterprises (SMEs).
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Section E: Adaptation and Resilience Strategies - This section will examine the measures

implemented by SMEs to minimize the effects of the pandemic, including as initiatives to

embrace digitalization and alterations in their business structures.

Data Collection Period: The data collection will take place for a duration of four weeks to

provide ample time for respondents to finish the survey. Periodic reminders will be given to

promote engagement and optimize the rate of response.

3.4 Data Analysis

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Statistical analysis of numerical data

Descriptive statistics will be used as the first step in the data analysis process

to provide a summary of the survey data. This analysis will encompass calculations

of central tendency, such as the mean and median, as well as measures of

dispersion, such as the standard deviation. These calculations will offer a

comprehensive understanding of the distribution of the data. The analysis will

examine the mean financial losses, fluctuations in employment rates, and alterations

in revenue sources among small and medium-sized enterprises (SMEs) in Johor

Bahru during the pandemic.

Correlation Analysis: Pearson's correlation analysis will be performed to

investigate the associations between the independent variables (such as the degree

of digital transformation, extent of operational adaptations, changes in consumer

behavior, and government support) and the dependent variable (SME

performance/outcomes). This investigation aims to elucidate the correlation between

each element and the resilience and recovery of small and medium-sized enterprises

(SMEs) amidst the COVID-19 epidemic.

Regression Analysis: Multiple regression analysis will be used to assess the

influence of the independent factors on the dependent variable. This study aims to

facilitate the discovery of crucial factors that can predict the performance of small

and medium-sized enterprises (SMEs) during the pandemic. It will consider the

relationships between the independent variables.

Analysis of qualitative data

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Thematic analysis will be conducted on the qualitative data obtained from

semi-structured interviews. This analysis aims to uncover recurring themes and

patterns that are associated with issues faced by SMEs, tactics employed for

adaption, and perspectives of government support. Coding will be conducted either

manually or with the use of qualitative data analysis software, such as NVivo,

depending on the amount of data.

The study will combine the results of both quantitative and qualitative studies

to offer a holistic perspective on the effects of COVID-19 on small and medium-sized

enterprises (SMEs) in Johor Bahru. This hybrid methodology will enhance the

comprehension of statistical correlations by including comprehensive perspectives

from small and medium-sized enterprise (SME) owners and managers.

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3.5 Measurement

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The measuring of variables in this study entails the operationalization of both the effects

of COVID-19 on small and medium-sized enterprises (SMEs) and the resilience tactics

they have implemented. The survey design and interview guidelines are carefully

organized to ensure that data collection is in line with the study objectives, enabling a

precise evaluation of the impact of the pandemic on SME performance and results.

Operationalization of Variables: Financial Impact: Assessed through inquiries regarding

alterations in revenue, availability of financial assistance, and challenges related to

liquidity. Participants will be requested to assess the level of financial influence using a

Likert scale ranging from 1 (no influence) to 5 (significant influence).

Operational challenges are assessed by examining supply chain disruptions, transitions

to remote work, and alterations in operational processes. This variable will utilize a

Likert scale to measure the magnitude of operational issues encountered by

respondents.

Government support is evaluated by assessing the level of awareness and utilization of

government relief programs among SME owners, as well as their perception of the

success of these programs. The questions will consist of multiple-choice alternatives

and a Likert scale rating to assess satisfaction with government support.

Digital transformation can be assessed by evaluating the extent to which digital

technology, e-commerce platforms, and online marketing techniques have been

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implemented. Participants will indicate their degree of digital assimilation prior to and

throughout the epidemic.

Consumer behavior changes are determined by analyzing the perspectives of small and

medium-sized enterprises (SMEs) regarding shifts in customer preferences, purchasing

habits, and the need for online services. The assessment will be conducted utilizing a

blend of multiple-choice and Likert scale inquiries.

Resilience strategies were assessed by open-ended questions in the survey and

explored in detail during interviews. The respondents will outline the solutions they have

employed to alleviate the effects of the epidemic, which will subsequently be classified

and examined thematically.

Methods for Analyzing Data:

Numerical data: Descriptive statistics provide a summary of the scales and multiple-

choice questions, while inferential statistics, such as regression analysis, investigate the

relationships between variables.

Qualitative data will be analyzed using thematic analysis on open-ended survey

responses and interview transcripts. This analysis will uncover recurring themes that are

relevant to resilience strategies and the qualitative aspects of issues faced by small and

medium-sized enterprises (SMEs).

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Chapter 4: Data Analysis and Findings

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The purpose of this chapter is to analyse and interpret the information

collected from the 100 sets of questionnaire in order to answer the research

purposes. The results of the data analysis consist of three parts, there are

descriptive data analysis, reliability analysis and inferential analysis. First part is to

analyze the demographic profile of the respondents, such as gender, age,

employment status and education level who stayed in budget hotel(s) before. The

second part is reliability analysis which is used to measure the reliability of the scale.

The third part is inferential analyses which is used for hypothesis testing and

measuring the correlation coefficient between the nine variables which are customer

perception towards marketing mix (7P’s), customer satisfaction and customer loyalty.

4.1 Descriptive Data Analysis

Descriptive data analysis is critical to the process of research as it is used to

interpret, summarize and present the basic sorts of the data in a concise manner in

order to describe the data with clearly (Gweyi, 2016). The data analyze in this part is

focusing on the respondents’ profile which including gender, age range, employment

status and education level. A well balance and mixture of the demographic profiles

will help in increasing the accuracy and reliability of the overall data that meant for

the objective in this research.

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4.1.1 Size

Employee Count Frequency Percent Valid Percent Cumulative Percent

Micro (1-10) 44 47.83 51.65 47.83
Small (11-50) 27 29.35 31.76 77.17
Medium (51-250) 29 31.52 16.59 100.00
Total 100 100.00 100.00 -

The table presents a descriptive analysis of business size based on employee

count, derived from a survey conducted within a specific industry sector. Three

categories are considered: Micro (1-10 employees), Small (11-50 employees), and

Medium (51-250 employees).

The data reveals that out of the 100 businesses surveyed, the majority fall into

the Micro category, with 44 businesses representing 47.83% of the total. Small

businesses, comprising 27 entities, account for 29.35% of the total. Medium-sized

businesses, with 29 respondents, make up 31.52% of the sample.

When considering valid percentages, which exclude any missing or invalid

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data, Micro businesses still represent the largest proportion at 51.65%, followed by

Small businesses at 31.76%, and Medium-sized businesses at 16.59%.

In terms of cumulative percent, the analysis shows that Micro and Small

businesses collectively make up approximately three-quarters (77.17%) of the total

businesses surveyed, while Medium-sized businesses represent the remaining

quarter (22.83%).

This summary underscores the prevalence of small-scale enterprises within

the surveyed industry sector, with Micro and Small businesses comprising the

majority of the sample. The analysis provides valuable insights into the distribution of

businesses based on their employee count, which can inform strategic planning and

resource allocation within the sector.

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4.1.2 Ownership Structure

Ownership Structure Frequency Percent Valid Percent Cumulative Percent

Sole Proprietorship 31 31.00 33.33 31.00
Partnership 29 29.00 31.18 60.00
Private Limited Company 20 20.00 21.51 80.00
Public Limited Company 20 20.00 21.51 100.00
Total 100 100.00 100.00 -

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The table provides a descriptive analysis of the ownership structure of businesses based

on data gathered from a survey conducted across various sectors. Four main categories

of ownership structures are considered: Sole Proprietorship, Partnership, Private Limited

Company (Sdn Bhd), and Public Limited Company (Bhd).

According to the data, Sole Proprietorship is the most common ownership structure

among the surveyed businesses, comprising 31% of the total sample. Partnership closely

follows, representing 29% of the businesses. Private Limited Companies and Public

Limited Companies each account for 20% of the businesses surveyed.

Valid percentages, which exclude any missing or invalid data, show a slightly different

distribution, with Sole Proprietorship and Partnership making up 33.33% and 31.18%,

respectively. Private Limited Companies and Public Limited Companies each represent

21.51% of the valid data.

Cumulative percent reveals that Sole Proprietorship and Partnership collectively represent

the majority (60%) of the ownership structures surveyed, while Private Limited Companies

and Public Limited Companies account for the remaining 40%.

This summary highlights the prevalence of Sole Proprietorship and Partnership as the

primary ownership structures among the surveyed businesses. The analysis provides

valuable insights into the distribution of ownership structures within the industry, which can

inform decision-making processes related to business management, legal structures, and

regulatory compliance.

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4.1.3 Annual Revenue

Annual Revenue Frequency Percent Valid Percent Cumulative Percent

Below RM 300,000 25 25.00 27.17 25.00
RM 300,000 - RM 1 million 25 25.00 27.17 50.00
RM 1 million - RM 5 million 30 30.00 32.61 80.00
Above RM 5 million 20 20.00 21.74 100.00
Total 100 100.00 100.00 -

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The table presents a descriptive analysis of the business's annual revenue in the last

financial year, derived from a survey conducted across various sectors. Four revenue

categories are considered: "Below RM 300,000," "RM 300,000 - RM 1 million," "RM 1

million - RM 5 million," and "Above RM 5 million."

According to the data, the distribution of businesses across revenue categories is

relatively balanced. Each category represents a significant portion of the surveyed

businesses: "Below RM 300,000" and "RM 300,000 - RM 1 million" both comprise 25% of

the total sample, "RM 1 million - RM 5 million" represents 30%, and "Above RM 5 million"

constitutes 20%.

Valid percentages, which exclude any missing or invalid data, show a similar distribution

pattern, with each revenue category accounting for slightly different proportions: 27.17%

for "Below RM 300,000" and "RM 300,000 - RM 1 million," 32.61% for "RM 1 million - RM

5 million," and 21.74% for "Above RM 5 million."

Cumulative percent demonstrates that the majority (80%) of businesses fall within the "RM

1 million - RM 5 million" revenue category or below, with the remaining 20% comprising

businesses generating revenue "Above RM 5 million."

This summary underscores the diverse revenue landscape among the surveyed

businesses, with a notable presence across all revenue categories. The analysis offers

insights into the financial performance of businesses within the industry, which can inform

strategic decision-making related to budgeting, investment, and growth planning.

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4.1.4 Location

Location Frequency Percent Valid Percent Cumulative Percent

Johor Bahru City Center 29 29.00 33.72 29.00
Suburban areas of Johor Bahru 30 30.00 34.88 59.00
Online only 41 41.00 47.67 100.00
Total 100 100.00 100.00 -

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The table presents a descriptive analysis of the primary locations where businesses are

based, derived from a survey conducted across various sectors. Three main location

categories are considered: "Johor Bahru City Center," "Suburban areas of Johor Bahru,"

and "Online only."

According to the data, the majority of businesses surveyed primarily operate online, with

41% exclusively conducting their activities in the digital realm. Following closely,

businesses based in suburban areas of Johor Bahru represent 30% of the total sample,

while those situated in Johor Bahru City Center account for 29%.

Valid percentages, which exclude any missing or invalid data, reveal a slightly different

distribution: 33.72% for "Johor Bahru City Center," 34.88% for "Suburban areas of Johor

Bahru," and 47.67% for "Online only."

Cumulative percent shows that nearly six in ten businesses (59%) have physical

operations either in Johor Bahru City Center or its suburban areas, while the remaining

41% operate solely online.

This summary underscores the notable presence of online-based businesses among the

surveyed sample, reflecting the increasing prevalence of digital commerce. Additionally, it

provides insights into the distribution of businesses across physical locations within Johor

Bahru, which can inform strategic decisions related to market targeting, logistics, and

infrastructure investment.

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4.2 Reliability Analysis

Cronbach’s Alpha N of Items

0.253 9

For your dataset, the Cronbach's Alpha computation yielded a value of roughly 0.253. The

following is an overview and analysis of this outcome:

Low Internal Consistency: The reliability and internal consistency of the items on a scale

are indicated by greater Cronbach's Alpha values, which range from 0 to 1. The low result

of 0.253 indicates that there may be variability in the way the statements or questions in

your survey measure the same underlying construct. If measuring just one characteristic

or factor—for example, the effect of COVID-19 on business operations—this could be a

problem.

Consequences for Survey Design: There are several possible reasons for the low alpha

value, including:

Diverse Content: The questions may address a range of topics related to the pandemic's

effects on business, some of which may not be directly related to one another.

Badly Worded Questions: Respondents may misinterpret or find certain questions unclear.

Scale Problems: The questions posed may not be suitable for the response options or

scale (such as the Likert scale).

Number of things: There are nine things in the survey. The alpha value can be influenced

by the number of items; in general, if the items are well-correlated, having more items can

result in a higher Cronbach's Alpha.

In summary, a low Cronbach's Alpha in this situation indicates that the survey design
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needs to be reviewed. Think about rewording items for clarity, narrowing the focus of the

questions to a single component of the COVID-19 impact, or determining if the response

scale being used is appropriate for the data type being gathered. The survey results'

validity and dependability may be improved by this procedure.

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4.3 Central Tendencies Measurement of Constructs

Item 1 2 3 4 5 Total Average

Mean
How has the 26 18 18 17 21 100
COVID-19
pandemic
impacted
your business
operations?
How 27 20 22 13 18 100
adequate has
the financial
support been
in addressing
your business
needs?
How would 18 21 18 21 22 100
you describe
the liquidity
position of
your business
since the
start of the
COVID-19
pandemic?
Overall, how 20 30 20 17 13 100
challenging
has it been to
adapt your
operations in
response to
the COVID-19
pandemic?
How effective 24 19 22 18 17 100
do you
believe the
government
support
programs
have been in
addressing
the
challenges
faced by your
business?
Overall, how 25 17 27 20 11 100
satisfied are
you with the
government’s
response to
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supporting
SMEs during
the COVID-19
pandemic?
How effective 21 17 18 15 29 100
have these
changes been
in sustaining
your business
during the
pandemic?
Overall, how 28 25 23 12 12 100
would you
rate your
business's
resilience in
response to
the COVID-19
pandemic?

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Chapter 5: Conclusions and Recommendations

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5.1 Conclusion

In summary, this study has effectively investigated how the COVID-19

pandemic has affected small and medium-sized businesses (SMEs) in Johor Bahru.

The owners of small and medium-sized businesses (SMEs) provided answers to 100

sets of questionnaires for this study.

The study also comes to the conclusion that Johor Bahru's Small and

Medium-Sized Enterprises (SMEs) performed better and achieved better results as a

result of changes in customer behaviour, operational adjustments, digital

transformation, and government assistance and policies.

Although this research has met its goals, there are still certain shortcomings

that have presented difficulties and should be addressed in future investigations.

5.2 Recommendations

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It is advised that future research concentrate on the different kinds of SMEs. This is
a result of the scarcity of resources and information while selecting particular SME
types.
In addition, as the scope of this study was limited to Johor Bahru, it might not
accurately reflect all SMEs in Malaysia. It is advised that the questionnaires be sent
to various regions of Malaysia in order to reduce the possibility of unexpected
outcomes and to increase the data's accuracy and dependability by employing a
bigger sample size of respondents.

5.3 Limitation of Study

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Several obstacles were encountered during the research procedure in this

work, which could potentially impact the precision of the findings. For example, just

100 respondents—the majority of whom resided in Johor—completed the

questionnaire survey. A larger pool of respondents is preferable for research to

reach higher levels of accuracy. Thirteen states and three federal territories make up

Malaysia (My Government, 2015). As a result, the findings from a single state (Johor)

did not accurately reflect the viewpoints of all SMEs in Malaysia. Thus, in order to

improve survey accuracy, a larger sample size and more questionnaires are

required.

Moreover, diverse customer backgrounds represent additional constraints.

Some responders require more explanation in order to fully understand the

questionnaire, and others may not fully understand certain questions because they

are unfamiliar with certain vocabulary. This is because several of the respondents

had little formal education, which affected the accuracy of their responses and, in

turn, the results.

Furthermore, because there will be a large number of questions, respondents

will need to dedicate time to completing them. As a result, some time-pressed

respondents may have rushed through the questionnaires, providing answers that

may not accurately reflect their genuine views.

5.4 Self Reflection

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This is the first time I've finished a seven thousand words thesis in English. I learned from
this experience that there are a lot of problems that arise when moving forward. Even if my
English is not excellent, I make an effort to improve it for my thesis, so it wouldn't be a
barrier to finish.

I feel a lot of pressure during this procedure. My supervisor and family, nevertheless,
never stop encouraging me. As a result, I finish it on time and according to my timetable.
The sense of accomplishment I receive from finishing my thesis helps me forget about my
fatigue.

Finally, I reach the point of graduation and have no regrets about my time on university. I
also think the knowledge I gained from this course will help me in my future professional
endeavours.

(Word Count: 7,284 Words)

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Chapter 6: References

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DOSM.

Malaysia Economic Planning Unit. (2021). Economic Recovery Plan. Putrajaya: EPU.

World Bank. (2020). Malaysia Economic Monitor, June 2020. Washington, DC: World

Bank.

Ayyagari, M., Demirgüç-Kunt, A., & Maksimovic, V. (2011). Small vs. Young Firms

Across the World. Policy Research Working Paper, World Bank.

Bank Negara Malaysia. (2020). Economic and Financial Developments in Malaysia in

the First Quarter of 2020. Kuala Lumpur.

Department of Statistics Malaysia. (2020). SME Statistics.

European Commission. (2003). Recommendation 2003/361/EC: Definition of Micro,

Small and Medium-Sized Enterprises. Brussels.

Herbane, B. (2019). Small Business Research: Time for a Crisis-Based View.

International Small Business Journal, 37(1), 5-21.

International Monetary Fund (IMF). (2020). Policy Responses to COVID-19.

Kumar, A., Gupta, P., & Shankar, R. (2020). Digitalization and the COVID-19

Pandemic: A Study Exploring the Impact on SMEs. Sustainability, 12(10), 4244.

Lim, W. M., & Kim, H. J. (2020). Factors Influencing the Adoption of COVID-19

Response Measures Among SMEs: A Cross-Sectional Study. International Journal of

Environmental Research and Public Health, 17(23), 8623.

Ministry of Finance Malaysia. (2020). Economic Stimulus Packages.

Organisation for Economic Co-operation and Development (OECD). (2020).

Coronavirus (COVID-19): SME Policy Responses.

United Nations Conference on Trade and Development (UNCTAD). (2020). The

COVID-19 Crisis: Accentuating the Need to Bridge Digital Divides.

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World Health Organization. (2020). Coronavirus Disease (COVID-19) Pandemic.

Ministry of Finance Malaysia. (2020). Economic Stimulus Package 2020. Putrajaya:

Ministry of Finance Malaysia.

Malaysia Digital Economy Corporation. (2020). SME Digitalisation Initiative. Retrieved

from [MDEC website].

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Retrieved from [IMF website].

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and E-commerce: A Global Review. Geneva: UNCTAD.

Kumar, A., Gupta, P., & Shankar, R. (2020). Digitalization and the COVID-19

Pandemic: A Study Exploring the Impact on SMEs. Sustainability, 12(10), 4244.

Malaysia Digital Economy Corporation. (2020). SME Digitalisation Initiative. Retrieved

from https://www.mdec.my/.

Herbane, B. (2019). Small business research: Time for a crisis-based view.

International Small Business Journal, 37(1), 5-21.

Lim, W. M., & Kim, H. J. (2020). Factors influencing the adoption of COVID-19

response measures among SMEs: A cross-sectional study. International Journal of

Environmental Research and Public Health, 17(23), 8623.

Ministry of Finance Malaysia. (2020). Economic Stimulus Packages.

United Nations Conference on Trade and Development (UNCTAD). (2020). The

COVID-19 Crisis: Accentuating the Need to Bridge Digital Divides.

Creswell, J.W. (2014). Research Design: Qualitative, Quantitative, and Mixed Methods

Approaches. Thousand Oaks, CA: SAGE Publications.

Muijs, D. (2010). Doing Quantitative Research in Education with SPSS. London:

SAGE Publications.

Yin, R.K. (2018). Case Study Research and Applications: Design and Methods.

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Thousand Oaks, CA: SAGE Publications.

Bryman, A., & Bell, E. (2007). Business Research Methods. Oxford University Press:

This reference provides a comprehensive overview of research methods, including the

design and implementation of stratified random sampling.

Department of Statistics Malaysia. (2020). Economic Census 2020. Kuala Lumpur:

DOSM: The Economic Census provides data on the population of SMEs in Malaysia,

useful for sample size determination.

Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill Building

Approach. John Wiley & Sons: This book offers insights into the formulation of

research sampling strategies, including stratified random sampling.

Creswell, J.W. (2014). Research Design: Qualitative, Quantitative, and Mixed Methods

Approaches. Thousand Oaks, CA: SAGE Publications.

Muijs, D. (2010). Doing Quantitative Research in Education with SPSS. London:

SAGE Publications.

Creswell, J.W., & Plano Clark, V.L. (2017). Designing and Conducting Mixed Methods

Research. Thousand Oaks, CA: SAGE Publications.

Field, A. (2013). Discovering Statistics Using IBM SPSS Statistics. Sage.

Braun, V., & Clarke, V. (2012). Thematic analysis. In H. Cooper (Ed.), APA handbook

of research methods in psychology, Vol 2: Research designs (pp. 57-71). American

Psychological Association.

DeVellis, R.F. (2016). Scale Development: Theory and Applications. Sage

Publications: Provides guidelines for the development and validation of measurement

scales.

Flick, U. (2018). An Introduction to Qualitative Research. Sage Publications: Offers

comprehensive insights into collecting and analyzing qualitative data.

Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2019). Multivariate Data

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Analysis. Cengage Learning: Describes techniques for analyzing quantitative data,

including the use of Likert scales and regression analy

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