Detailed Information on Publication Record

We can consider the COVID-19 pandemic to be the latest and most significant situational factor influencing customers’ behaviour when purchasing grocery online. The question is how this factor influenced these customers. Therefore, the paper aims to determine the impact of the COVID-19 pandemic on customers’ shopping behaviour and perceptions of online grocery satisfaction. Comparative research using an online questionnaire was chosen to obtain relevant data. One of the main results of the research is the finding that every second respondent has changed the shopping behaviour in connection with the pandemic directly. A total of 16% of customers began to prefer OGS as a way to avoid the risk of infection they felt offline. It was found that the trend of grocery stockpiling was also reflected in the online environment, where 5% of customers started buying much more grocery than they were used to. Based on the results it is evident that OGS will become new-normal, because "after pandemic’ customers" decide to continue shopping even after the pandemic mitigation. It can be estimated that up to 63% of individuals in the Czechia will buy grocery online in 2020, which shows a much faster acceptance of this shopping channel than predicted. The identified structural changes suggest that another stage of development - digitalization, has already taken place in grocery retail.