Measuring Switch Intention In The Push Pull Mooring Framework For Self Service Technology Products: Kios Matic Bright Gas


  • Roby Chairon Djasmy Universitas Indonesia, Indonesia
  • Nurdin Sobari Universitas Indonesia, Indonesia



Pertamina; technology products; self service


This study examines the factors that influence the intention to switch customers in purchasing LPG Bright Gas products from the conventional way to purchasing through Kios Matic (self-service kiosk) using the Push-Pull Mooring model. The method used is a quantitative measurement of online survey questionnaires on 203 respondents in Jakarta with experience using Kios Matic at least 1 time. The measurement uses the SEM method to analyze research acquisition data. The results showed that the Push, Pull and Mooring factors had an influence on switching intention of the Bright Gas customers. Validation of the factors that most influence customer switching intentions can be a reference for self service providers, so that companies can formulate marketing strategies to anticipate customer switching intentions