Description:
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<jats:title content-type="abstract-subheading">Purpose</jats:title>
<jats:p>This study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty.</jats:p>
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<jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title>
<jats:p>The quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between variables were tested using partial least squares structural equation modeling.</jats:p>
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<jats:title content-type="abstract-subheading">Findings</jats:title>
<jats:p>The results confirm that local food quality, e-grocery service quality and the relationship quality elements of a sense of community and attitudinal attachment, are all loyalty drivers. Next, mediation tests reveal that local food quality and e-grocery service quality influence customer loyalty through customers’ attitudinal attachment and a sense of community.</jats:p>
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<jats:title content-type="abstract-subheading">Practical implications</jats:title>
<jats:p>This study recommends that managers of e-grocery services of local food businesses could benefit from the development of attachment and a sense of community among their young clients. Furthermore, to develop loyalty among young customers, offering high-quality local food as well as e-grocery services is suggested.</jats:p>
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<jats:title content-type="abstract-subheading">Originality/value</jats:title>
<jats:p>To the best of the author’s knowledge, this is the first examination of the e-grocery service loyalty in the context of local food.</jats:p>
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