Traditional service quality and eservice quality have aroused wide attention, but in-depth exploration into the hybrid service quality based on human-human interactions and human-technology interactions is still inadequate. Based on the online-offline context in China, the influence model of hybrid service quality on double-line service loyalty is constructed. Empirical analysis shows that physical service quality, electronic service quality and integrated service quality have a positive impact on perceived value and online loyalty, while physical service quality and integrated service quality have a positive impact on relationship quality and offline loyalty. The perceived value and relationship quality have positive effects on online and offline loyalty. In addition, the perceived value and relationship quality play a mediating role between the three dimensions of mixed service quality and online and offline loyalty to a certain extent. Moreover, the inconsistent crosschannel quality negatively regulates the impact of electronic service quality and integrated service quality on perceived value, and negatively regulates the impact of physical service quality and integrated service quality on relationship quality; the channel-use mode negatively regulates the influence of electronic service quality and integrated service quality on perceived value and relationship quality. From the view of online-offline integration, this study deeply explores the customer psychological mechanism and multi-channel heterogeneity characteristics of hybrid service quality influencing service loyalty, providing enlightenment on the service quality and customer loyalty management of hybrid service providers.