The Impact of Service Quality, Promotions and Customer Engagement in Determining Customer Loyalty in the Thai Mobile Network Industry

Past studies are still insufficient and have failed to fully explore the role of customer engagement in enhancing customer loyalty.  This paper addresses this problem, aiming to find a better understanding of the impacts of customer engagement in retaining current customers and gaining new ones in the telecommunication sector. Quota sampling was used, with a total sample of 798, collected among both prepaid and postpaid customers in Thailand....