Research on the Game Relationship and Behavior Optimization between Banks and Customers in the Omni-Channel Environment

In an omni-channel environment of banks, the information transmission between banks and customers is the basis for decision-making on both sides. This dissertation analyzes the characteristics of signals sent between banks and customers at different stages and proposes a game model of bank-customer signals in an omni-channel environment. The model explores the types of banks and customers and the influence of six signals on both parties' action decisions. Building on this model, a genetic algorithm of the signaling game between banks and customers is developed. This algorithm improves the adaptability of customers to the bank's omni-channel environment through the selection-crossover-mutation process. The algorithm determines the signal that brings the greatest utility among multiple bank-customer combinations. This is carried out by calculating the choices made, resulting in the greatest total utility. Finally, a case study is carried out on the omni-channel transformation of Agricultural Bank of China, illustrating the validity of the research results of the game relationship and action optimization. Overall, this study provides a quantitative tool for the action decision-making of banks and customers and the optimization of the relationship between the two. It also provides a reference for how banks should manage customer relationships in an omni-channel environment.

Automated summary

This dissertation analyzes the characteristics of signals sent between banks and customers in an omni-channel environment and proposes a game model to explore its influence on both parties' action decisions. A genetic algorithm is developed to improve the adaptability of customers and determine the most effective signal. A case study on Agricultural Bank of China further validates the research results. Overall, this study provides a quantitative tool for decision-making and optimization in the bank-customer relationship in an omni-channel environment.