Global Journal of Management and Business Research, E: Marketing, Volume 22 Issue 2

H1: There is a significant impact on customer trust and customer loyalty. H2: There is a significant impact on customer satisfaction and customer loyalty. H3: There is a significant impact on customer confidence and customer loyalty. H4: There is a significant impact on product quality and customer loyalty. H5: There is a significant impact on technology adoption and customer loyalty. H6: There is a significant impact on age; as a moderator and customer loyalty. Figure 1: Conceptual Framework d) Customer Loyalty Customer satisfaction and other variables that will eventually essentially enhance consumers' loyalty intents mostly are essential to the success of online purchasing in a subtle way. Understanding; customer loyalty is essential for a business, definitely contrary to popular belief (Abu-Alhaija et al., 2018). In; addition positive relationships that consumers have towards the companies they visit. It; can also apply to clients who come back regularly. Customer; happiness is directly influenced by the perceived quality, and customer complaint levels and loyalty are affected indirectly by perceived quality. The term loyalty can specifically be defined as something that consumers express to a particular brand, product, service, or activity, or so they mainly thought. (Balabanis, Reynolds and Simintiras, 2006). Acquisition of new customers might support in the short run business, and this can only be sustained for the long term when the acquired customers are appropriately maintained and generated repetitively (Gomez, Arranz, and Cillan, 2006). Therefore; many companies have made great efforts to improve customer loyalty as one of the major concerns in their objective setting and designing the core strategies of their marketing plan. Customer loyalty is the dependent variable of this study, and it plays a crucial role in any organization, growing to sustain in the long run. As; a percentage, increasing client retention at 5 percent can result in a 25- 95 percent boost in earnings (Gallo, 2014). Customer; loyalty is critical for any business, regardless of its size. Because; they are unfamiliar with the operations or items a company supplies, first-time clients are more challenging to persuade. An evaluation between the expectations of the customers and post-sales opinions is used to determine customer satisfaction (Kotler & Keller, 2012). The; other factor that will affect customer loyalty is trust. Positive; perspectives and consumer loyalty result from estabilishing trust (Moreira & Silva, 2015). The; client will be more involved in creating value and joint business as a result of the trust between the firm and the buyer, which leads to a long-term connection (Lepojevic, Dordjevic and, Dukic, 2018). In addition, Product and service quality plays a huge part in loyalty. Because; service quality and customer satisfaction are linked and typically traceable, this effect can be achieved through the degree of satisfaction. Also; there is a belief that service quality is not the main factor of customer happiness, despite the fact that it is frequently critical (Moreira and silva 2015). As we mentioned above, there are some factors that affect customer loyalty, and they are customer satisfaction, customer confidence, customer trust, product quality. In; addition, since we are mainly talking Factors Influencing Customer Loyalty in Online Groceries after COVID-19 in Sri Lanka 42 Global Journal of Management and Business Research Volume XXII Issue II Version I Year 2022 ( )E © 2022 Global Journals