Factors Influencing Customer Loyalty in Online Groceries after COVID-19 in Sri Lanka
The Internet is currently being utilized to enable faster business activities among businesses and consumers for such a variety of 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 there is 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 that was given 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 in investigating OGS adoption in Colombo District. Once the data collection is completed, the results will be analyzed using SPSS software and reading the multiple linear regression method.
