Abstract: With the booming e-commerce and online merchant alliances, the traditional retail industry is reemerging with a new model. In order to analyze the customer retention effect of domestic large supermarkets in the new retail background, this paper proposes a dual channel service quality integration model (DC-SQ-IM) consisted of offline service quality, online service quality and channel collaborative quality. Through the questionnaire of three large domestic supermarkets, the DC-SQ-IM was tested empirically. It is found that DC-SQ-IM has a high predictive power for customer value perception, and has a certain predictive power for the primary recall of customer consumption experience;loyal customers have praise difference between supermarkets,especially in the two indicators of store customer service and online store responsiveness are relatively prominent. Therefore, supermarkets need to provide better customer response services to ensure the retention of loyal customers rather than switching or even losing.

Key words: channel integration, top mind, customer response, customer retention