E-lifestyle, Customer Satisfaction and Loyalty among Mobile Subscribers in Thailand

Siti Hasnah Hassan, T. Ramayah Thurasamy and Wai Yee Lo
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Siti Hasnah Hassan: School of Management, Universiti Sains Malaysia, Malaysia
T. Ramayah Thurasamy: School of Management, Universiti Sains Malaysia, Malaysia
Wai Yee Lo: School of Management, Universiti Sains Malaysia, Malaysia

International Review of Management and Marketing, 2017, vol. 7, issue 1, 354-362

Abstract: This paper aims at assessing the relationship between e-lifestyle, customer satisfaction (CS), and loyalty among mobile service subscribers in Thailand. The results reveal that e-lifestyle has a substantial effect on CS. Subsequently, CS affects strongly on consumer loyalty towards telecommunication service providers. Moreover, CS mediates the relationship between e-lifestyle and consumer loyalty. The study concludes that e-lifestyle has to be integrated into marketing strategies and customer relationship management in order to sustain consumer loyalty. From a practical point of view, the findings of this study could be used to inform businesses, particularly those in the telecommunication services industry in developing countries on the ways of enhancing CS and loyalty

Keywords: Customer Satisfaction; E-lifestyle; Loyalty (search for similar items in EconPapers)
JEL-codes: M30 M31 M37 (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (1)

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