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@inproceedings{45107, author = {Bauerová, Radka and Zapletalová, Šárka}, address = {Zlín}, booktitle = {DOKBAT 2020 - 16th Annual International Bata Conference for Ph.D. Students and Young Researchers (Vol. 16)}, doi = {http://dx.doi.org/10.7441/dokbat.2020}, edition = {16th}, editor = {Ing. Pavel Ondra}, keywords = {online grocery shopping; customers; behaviour; customers’ satisfaction; service quality; stockpiling}, howpublished = {elektronická verze "online"}, language = {eng}, location = {Zlín}, isbn = {978-80-7454-935-9}, pages = {34-48}, publisher = {Tomas Bata University in Zlín, Faculty of Management and Economics}, title = {CUSTOMERS´ SHOPPING BEHAVIOUR IN OGS: CHENGES CAUSED BY COVID-19}, year = {2020} }
TY - JOUR ID - 45107 AU - Bauerová, Radka - Zapletalová, Šárka PY - 2020 TI - CUSTOMERS´ SHOPPING BEHAVIOUR IN OGS: CHENGES CAUSED BY COVID-19 PB - Tomas Bata University in Zlín, Faculty of Management and Economics CY - Zlín SN - 9788074549359 KW - online grocery shopping KW - customers KW - behaviour KW - customers’ satisfaction KW - service quality KW - stockpiling N2 - 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. ER -
BAUEROVÁ, Radka a Šárka ZAPLETALOVÁ. CUSTOMERS´ SHOPPING BEHAVIOUR IN OGS: CHENGES CAUSED BY COVID-19. Online. In Ing. Pavel Ondra. \textit{DOKBAT 2020 - 16th Annual International Bata Conference for Ph.D. Students and Young Researchers (Vol. 16)}. 16th. Zlín: Tomas Bata University in Zlín, Faculty of Management and Economics, 2020, s.~34-48. ISBN~978-80-7454-935-9. Dostupné z: https://dx.doi.org/10.7441/dokbat.2020.
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