Factors Influencing on Customers Loyalty in Grocery Retail Market

The development of customer loyalty - one of the challenges that can stand in front of the company's management. In the conditions of high competition, limited budgets and resources, the development of customer loyalty is not profitable, and the actions of the company's management are not confirmed by consumer research, but built by analogy with competitors, without taking into account the factors influencing customer loyalty. The purpose of this work is to identify the factors that affect customer loyalty in the grocery retail in Moscow and the Moscow region. For the study were used both quantitative and qualitative methods. For the quantitative research an online questionnaire for customers who have experience in shopping in food retail stores and living in Moscow and the Moscow region was used. The qualitative method is implemented in the form of expert interviews and was used to obtain information about the main trends of the food retail market and the most common tools for attracting and retaining customers. According to the results of the study, customer loyalty is significantly influenced by: emotional perception, the distance from home to the store, the perception of prices.