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

Author

Listed:
  • 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)

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

Suggested Citation

  • Siti Hasnah Hassan & T. Ramayah Thurasamy & Wai Yee Lo, 2017. "E-lifestyle, Customer Satisfaction and Loyalty among Mobile Subscribers in Thailand," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 354-362.
    • Handle: RePEc:eco:journ3:2017-01-46
    as

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    References listed on IDEAS

    as
    1. Aksoy, Lerzan & Buoye, Alexander & Aksoy, Pelin & Larivière, Bart & Keiningham, Timothy L., 2013. "A Cross-national Investigation of the Satisfaction and Loyalty Linkage for Mobile Telecommunications Services across Eight Countries," Journal of Interactive Marketing, Elsevier, vol. 27(1), pages 74-82.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Customer Satisfaction; E-lifestyle; Loyalty;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising

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