"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors

Abstract

This article explores the applicability of a model of migration from the human geography literature as a unifying, theoretical framework for understanding consumers’ service provider switching behaviors. Survey data from approximately 700 consumers are used to examine the usefulness of the push, pull, and moorings (PPM) migration model. The PPM migration model performs better than an alternative model; all three categories of antecedents to switching (migration)—push, pull, and mooring variables—have significant direct, and some moderating, effects on switching intentions.

Pengaruh Persepsi Kualitas Pelayanan, Faktor Penambat Dan Kualitas Hubungan Relasional Terhadap Kepuasan Dan Loyalitas Pelanggan: Suatu Penelitian Pada Penyedia Jasa Telepon Selular Di Jawa Barat

“…Namun demikian, saat ini kepuasan pelanggan tidak lagi berperan dalam menjamin pola konsumsi jasa yang terus menerus (Ranaweera & Prabhu, 2003). Persepsi kualitas pelayanan, faktorfaktor penambat, dan kualitas hubungan relasional dapat memberikan beberapa keuntungan pada perusahaan, khususnya dalam memberikan pengaruh langsung terhadap terbentuknya kepuasan konsumen (Ranaweera & Prabhu, 2003;Bansal, Taylor, and Yannik, 2005).…”

“…Ini berarti persepsi kualitas pelayanan mempengaruhi pengalaman seseorang dan dapat memprediksi perilaku seseorang di masa yang akan datang. Unsur pengalaman dan perilaku seseorang dalam memilih tersebut merupakan bagian dari faktor-faktor penambat (Bansal, Taylor, and Yannik, 2005). Berdasarkan penjelasan tersebut, maka diajukan hipotesis 1 sebagai berikut: Sikap pelanggan terhadap suatu merek, sebagai salah satu unsur dalam faktor-faktor penambat, ditentukan olah pengalaman yang didapat sebelumnya (Bansal, Taylor, and Yannik, 2005).…”

“…Unsur pengalaman dan perilaku seseorang dalam memilih tersebut merupakan bagian dari faktor-faktor penambat (Bansal, Taylor, and Yannik, 2005). Berdasarkan penjelasan tersebut, maka diajukan hipotesis 1 sebagai berikut: Sikap pelanggan terhadap suatu merek, sebagai salah satu unsur dalam faktor-faktor penambat, ditentukan olah pengalaman yang didapat sebelumnya (Bansal, Taylor, and Yannik, 2005). Pengalaman tersebut selanjutnya akan menentukan apabila perusahaan masih tetap melakukan hubungan relasional yang baik dengan pelanggan, maka niat pelanggan untuk berganti pada jasa perusahaan lain akan terhambat.…”

Switching Factors In Mobile Service Providers: A Qualitative Study From An Arab Country

“…Holland (1984) in Bansal (1997) Brand changing Carpenter and Lehmann (1985) Movement of buyers from one product to another Kasper (1988) in Bansal (1997) Non-repeat purchase behavior Reichheld andSasser (1990) in Bansal (1997) Customer defections Yi (1990) Curtailing patronage Bucklin and Srinivasan (1991) Inter brand substitutability Morgan and Dev (1994) in Bansal (1997) Changes in brand choice Keaveney (1995) The loss of continuing service customer Sambandam and Lord (1995) Inconsistency of brand choice from purchase to purchase Yi and Zeithaml (1990);Sing 1990, in Colgate and Norris (2001) The voluntary termination of an exchange relationship Bansal et al (2004) ; Bansal et al (2005) A termination of the relationship between customer and the service provider Lopez et al (2006) Losing a customer (from the firm's point of view) Shin and Kim (2008) Customer switching refers to migrating of customers from one provider to another While many studies focused on switching behavior, few research have been done regarding the switching after the MNP was introduced, especially in the Middle East region. The study aims to contribute to the switching literature, by identifying critical failure factors of switching.…”

“…Following this, they developed an online survey and distributed to both switchers (n=800) or and stayers (n=800) prior 12 months to their study. The instrument was developed based on the push and pull model of Bansal et al, (2004;2005). The push factors that caused switching are three broad categories: expectation disconfirmation factors (network coverage, hidden changes, unexpected high costs, incorrect billing, customer service problem), utility maximization factors (expensive bills, overcharging, and looking for cheaper alternatives), and stochastic factors (ad-hoc decision).…”