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

Gadjah Mada International Journal of Business (GamaIJB) · Vol. 26 No. 3 (2024) · pp. 313–342

DOI
10.22146/gamaijb.79834
ISSN
2338-7238, 1411-1128
Published
2024-09-02
Publisher
Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada
Language
eng
License
creativecommons.org/licenses/by-sa/4.0

Abstract

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

Keywords

Collaboration network of the authors

6 authors · 6 co-authorship links · 3 across different organisations

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Gadjah Mada
  • University of Palangka Raya
  • Universitas Airlangga
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
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Co-authorOrganisationJoint articles
Danes Jaya NegaraUniversity of Palangka Raya1
Dien MardhiyahUniversitas Airlangga1
Bernardinus Maria PurwantoUniversitas Gadjah Mada1
Asri Sekar Mawar FirdausiUniversitas Gadjah Mada1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.ugm.ac.id/gamaijb/oai, first harvested 28 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Factors Causing Panic Purchasing Behavior in the COVID-19 Pandemic and Customer Satisfaction With Government Intervention as Moderating Variable</dc:title>
	<dc:creator>Qibtiyah, Desy Bariyyatul</dc:creator>
	<dc:creator>Dharmmesta, Basu Swastha</dc:creator>
	<dc:subject xml:lang="en-US">Business; Management; Marketing; Consumer Behavior</dc:subject>
	<dc:subject xml:lang="en-US">panic buying behavior, perceived severity, perceived scarcity, government intervention, customer satisfaction.</dc:subject>
	<dc:subject xml:lang="en-US">C12, M31, M38</dc:subject>
	<dc:description xml:lang="en-US">The phenomenon of panic buying is essential to observe during the pandemic of COVID-19. Additionally, research on panic buying spans multiple studies fields and deserves more consistent scientific attention. This study examines the factors of panic buying behavior using the Theory of Maslow's Hierarchy of Needs to scrutinize panic buying behavior regarding consumer needs. Subsequently, this study investigates the moderating variables of government intervention to fill the research gap. Furthermore, this study looks for the effect that resulted from the phenomenon of panic buying behavior on customer satisfaction. The data were collected from 456 grocery and drug store consumers in Indonesia who shopped throughout the pandemic of COVID-19. The PLS-SEM was used to analyze the data. The outcomes indicate that control, social media, perceived severity, and perceived scarcity significantly affect panic buying behavior. In contrast, the government intervention only moderated the effect of social media on panic buying. Finally, the phenomenon of panic buying significantly affects customer satisfaction.</dc:description>
	<dc:publisher xml:lang="en-US">Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2024-09-02</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
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	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.ugm.ac.id/gamaijb/article/view/79834</dc:identifier>
	<dc:identifier>10.22146/gamaijb.79834</dc:identifier>
	<dc:source xml:lang="en-US">Gadjah Mada International Journal of Business; Vol 26, No 3 (2024): September-Desember; 313-342</dc:source>
	<dc:source>2338-7238</dc:source>
	<dc:source>1411-1128</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.ugm.ac.id/gamaijb/article/view/79834/40033</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2024 Gadjah Mada International Journal of Business</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
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