Authors :
Abimata Anjaya Tirta; Mas Wahyu Wibowo
Volume/Issue :
Volume 8 - 2023, Issue 2 - February
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3k9uRgG
DOI :
https://doi.org/10.5281/zenodo.7655888
Abstract :
The Customer Retention Rate (CRR) which
continues to decline each year coupled with the Covid-19
pandemic in 2019 to 2021 is a problem that needs to be
addressed by PT Perusahaan Gas Negara Tbk. (PGN),
which, when combined with the government's mandate
to build a gas pipeline network and increase the number
of residential customers to as many as 4 million, is a
challenge for PGN. This study investigates and analyzes
the Push-Pull Mooring Effects on the intention to switch
gas pipe customers in the PGN Area Jakarta's
residential segment. The push factor is determined by
the variables of satisfaction and price perception, the
attractiveness of alternatives explains the pull factor,
and the subjective norm variable explains the mooring
factor. Structured Question Modeling (SEM) analysis
using the statistical software SmartPLS version 3.0 was
utilized to analyze the data for this study. On the basis of
research conducted on 357 pipe gas users in the
household segment by PGN in the Jakarta area
regarding the influence of Push-Pull Mooring Effects on
customer switching intentions, it can be concluded that
the push factors has a negative and significant influence
on customer switching intentions, such that as the push
factor increases, the intention to stop will decrease. The
pull factor has a positive and significant effect, so as the
pull factor increases, so does the intention to move. It is
known that the mooring factor moderates the effect of
the push factor on switching intentions. On the other
hand, there is no evidence that th
Keywords :
Push-pull mooring theory, satisfaction, price perception, alternative of attraction, subjective norm, switching intention, PT Perusahaan Gas Negara Tbk., household segment., SEM and PLS.
The Customer Retention Rate (CRR) which
continues to decline each year coupled with the Covid-19
pandemic in 2019 to 2021 is a problem that needs to be
addressed by PT Perusahaan Gas Negara Tbk. (PGN),
which, when combined with the government's mandate
to build a gas pipeline network and increase the number
of residential customers to as many as 4 million, is a
challenge for PGN. This study investigates and analyzes
the Push-Pull Mooring Effects on the intention to switch
gas pipe customers in the PGN Area Jakarta's
residential segment. The push factor is determined by
the variables of satisfaction and price perception, the
attractiveness of alternatives explains the pull factor,
and the subjective norm variable explains the mooring
factor. Structured Question Modeling (SEM) analysis
using the statistical software SmartPLS version 3.0 was
utilized to analyze the data for this study. On the basis of
research conducted on 357 pipe gas users in the
household segment by PGN in the Jakarta area
regarding the influence of Push-Pull Mooring Effects on
customer switching intentions, it can be concluded that
the push factors has a negative and significant influence
on customer switching intentions, such that as the push
factor increases, the intention to stop will decrease. The
pull factor has a positive and significant effect, so as the
pull factor increases, so does the intention to move. It is
known that the mooring factor moderates the effect of
the push factor on switching intentions. On the other
hand, there is no evidence that th
Keywords :
Push-pull mooring theory, satisfaction, price perception, alternative of attraction, subjective norm, switching intention, PT Perusahaan Gas Negara Tbk., household segment., SEM and PLS.