Omni-Channel Intensity and Shopping Value as Key Drivers of Customer Satisfaction and Loyalty

Omni-channel retailing consists of the complete alignment different channels and touchpoints that generate a seamless experience for consumers, allowing them to move freely through all channels. The consumer’s perception consistent omni-channel is called intensity. This study reveals this intensity in shopping can offer value also influence satisfaction loyalty. We propose relationship model had been tested quantitative with PLS, representative sample buyers who used Click Collect system. main contribution literature on analysis omni-channels from consumer perspective, an in-depth concepts value, as well their results revealed existence positive between these two variables