This research aims to enrich the literature related to the emerging topic of omni-channel. The purpose of this paper is to empirically investigate the relationship between omni-channel integration quality (IQ), omni-channel perceived value (PV), customer satisfaction and loyalty in the banking context.,A quantitative study was conducted to collect data. A web-based questionnaire was sent by an e-mail to a sample of 395 bank customers. Exploratory factor analysis and structural equation modelling were used for the statistical analysis of the data.,The results reveal that a high quality of omni-channel banking integration increases the PV of the omni-channel by the customer. There is also a positive relationship between PV and customer satisfaction, as well as customer loyalty, in the omni-channel banking context. A positive relationship between omni-channel IQ and customer satisfaction was also highlighted. Furthermore, customer loyalty can be increased through enhancing customer satisfaction within omni-channel banking.,Bank managers should provide a consistent omni-channel integration of their omni-channels, as it leads to a higher level of customers’ perception of value and it increases their satisfaction. A high IQ and PV of omni-channel could also be an efficient tool to promote customers’ long-term relationships, as it enhances satisfaction and loyalty towards the bank.,After being studied in a multi-channel context, this study extends the use of the concepts of IQ and PV on omni-channel. This research is among the few studies that empirically test nearly all the relationships of the research model in an omni-channel environment, in general, and in omni-channel banking, in particular. Furthermore, this research offers a comprehension of the omni-channel system from customer’s point of view, which is an insufficiently explored topic.

中文翻译：

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全渠道银行集成质量和感知价值是消费者满意度和忠诚度的驱动力

这项研究旨在丰富与全渠道新兴主题相关的文献。本文的目的是实证研究银行环境下全渠道整合质量（IQ），全渠道感知价值（PV），客户满意度和忠诚度之间的关系。进行了定量研究以收集数据。通过电子邮件将基于Web的调查表发送给395个银行客户的样本。利用探索性因子分析和结构方程模型对数据进行统计分析。结果表明，优质的全渠道银行业务整合提高了客户的全渠道PV。在全渠道银行业务环境中，PV与客户满意度以及客户忠诚度之间也存在积极关系。还强调了全渠道智商与客户满意度之间的积极关系。此外，可以通过增强全渠道银行内部的客户满意度来提高客户忠诚度。银行经理应提供其全渠道的一致全渠道集成，因为这会导致更高层次的客户对价值的感知并因此而提高他们的满意。全渠道的高IQ和PV也可能是促进客户长期关系的有效工具，因为它提高了对银行的满意度和忠诚度。在多渠道背景下进行研究后，本研究扩展了应用范围全渠道上的IQ和PV概念。这项研究是为数不多的可以在全渠道环境中对研究模型的几乎所有关系进行经验检验的研究之一，尤其是全渠道银行业务。此外，该研究从客户的角度提供了对全渠道系统的理解，这是一个探索不足的话题。