How brick-and-mortar retailers and grocery delivery platforms influence purchase intention?

PurposeConsumers worldwide are increasingly ordering groceries from grocery delivery platforms (GDPs). This study aimed to explore the role of brick-and-mortar (B & M) retailers and GDPs in online grocery shopping (OGS) experience, attitude and continuous purchase intention under the platform model of online grocery retailing.Design/methodology/approachThis study used a mixed method approach. A qualitative analysis was conducted based on 30 in-depth interviews and relevant literature to identify key attributes of the OGS experience. Then, data from 352 online grocery shoppers was used to examine the associations between service attributes, attitude and continuous purchase intention using a structural equation model.FindingsThe authors identified six key attributes of the OGS experience related to B & M retailers and GDPs. The quantitative study results showed that customer service, price value and instant delivery significantly impact attitude towards GDPs, while product quality, product assortment, customer service, price value and attitude toward GDPs positively impact online attitude toward B & M retailers. Online attitude toward B & M retailers significantly influences continuous purchase intention.Practical implicationsB & M retailers and GDPs should strengthen cooperation and joint oversight.Originality/valueThis study identified key attributes of the OGS experience associated with B & M retailers and GDPs under the platform model, giving a comprehensive understanding of the relationship between the OGS experience and behavioural intention when B & M retailers collaborate with GDPs.