Factors Influencing Customer Loyalty in Online Groceries after COVID-19 in Sri Lanka

Udanee Samarasinghe; Wijesinghe A.G.L; Jayawardhana G.H.H; Siriwardhana J.P.R; M.D.M.M Ijas

Authors

Udanee Samarasinghe
Wijesinghe A.G.L
Jayawardhana G.H.H
Siriwardhana J.P.R
M.D.M.M Ijas

Keywords:

online grocery, online shopping, sri lanka, COVID-19, customer loyalty, customer satisfaction, customer confidence,

Abstract

The; Internet is currently being utilized to enable faster business activities among businesses and consumers for various goods and services. However; Online Grocery Shopping (OGS) is not popular in Sri Lanka. But; nowadays, people will struggle to go to shops physically during this Covid-19 pandemic. Therefore; many customers have turned to online platforms to meet their needs. This; study investigates a significant impact on the dependent variable is customer loyalty, and independent variables are customer satisfaction, customer confidence, customer trust, and technology adoption, and age; as a moderator in the COVID-19 period. The; Technology Acceptance Model (TAM) is used to impart the theoretical foundation for this research. The; data was gathered through the questionnaire distributed online to 384 people, and the sampling method is the purposive sampling technique. Derived; from the results of a survey's; statistical studies, the TAM's; studies reveal the ability to investigate OGS adoption in the Colombo District. Once; the data collection is completed, the results will be analyzed using SPSS software and reading the multiple linear regression method.

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How to Cite

Factors Influencing Customer Loyalty in Online Groceries after COVID-19 in Sri Lanka. (2022). Global Journal of Management and Business Research, 22(E2), 39-52. https://journalofbusiness.org/index.php/GJMBR/article/view/102730

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