A STUDY ON SHIFT IN CUSTOMER PREFERENCE WITH REFERENCE TO ONLINE GROCERY SHOPPING DURING COVID-19 PANDEMIC

As the world was on a shutdown due to the COVID-19 Pandemic in the year 2020 people were concerned about meeting their basic necessities like groceries, cleaning supplies and various other household products. At the time of this adversity various online delivery applications took initiative to meet these basic requirements of people. A majority of the Mumbai residents were dependent on purchasing their groceries online which opened a new business opportunity to various non-grocery selling online retailers like amazon, flipkart, swiggy, zomato and many others. It was however difficult initially to meet the growing customer demand as the delivery teams were short-staffed and the entire work culture was shifted from offices to homes which also included the customer service representatives. In spite of limitations various offline giants too made their online debut during the pandemic.
With the help of this research let us highlight the customer response towards using online services for grocery and household shopping.