Jatmiko, Lovia Vioni Putri (2026) Analisis Pengaruh Faktor Push, Pull Dan Mooring Terhadap Switching Intention, Switching Behavior Serta Continuance Intention (Studi Kasus Konsumen BBM Dari Pertamina Ke BP-AKR). Undergraduate thesis, Universitas Pembangunan Nasional "Veteran" Jawa Timur.
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Abstract
This study analyzes the behavior of consumers who switch from Pertamina gas stations to BP-AKR gas stations in Surabaya using the Push, Pull, and Mooring framework, specifically to examine how Push, Pull, and Mooring factors influence Switching Intention, Switching Behavior, and Continuance Intention. Based on hypothesis testing using Structural Equation Modeling (SEM), the results indicate that Push (X1) has a positive and significant effect on Switching Intention (Y1), while Pull (X2) and Mooring (X3) do not have a significant effect on Y1, although Pull shows a positive direction and Mooring shows a negative direction. The resulting simultaneous models are Y₁ = 0.814X₁ + 0.179X₂ − 0.057X₃, Y₂ = 0.770X₁ + 0.169X₂ − 0.054X₃, and Y₃ = 0.501X₁ + 0.110X₂ − 0.035X₃. These equations demonstrate that Push is the most dominant factor influencing Switching Intention, Switching Behavior, and Continuance Intention. The findings indicate that consumers’ decisions to switch and subsequently continue using BP-AKR are primarily driven by push factors in the form of dissatisfaction with the previous service rather than by the attractiveness of alternatives or switching barriers, suggesting that the switching process in this study is largely a reactive response to perceived shortcomings in the prior service provider.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Lovia Vioni Putri Jatmiko | ||||||||
| Date Deposited: | 28 Apr 2026 07:05 | ||||||||
| Last Modified: | 28 Apr 2026 07:05 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/51305 |
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