Paper Title
Consumer Switching Intention, What Factors that affects it?
Abstract
This study proposes a conceptual framework to investigate the antecedents of switching intention. Using
purposive sampling, 152 small medium enterprises are involved as respondent. Structural equation modeling (SEM) analysis
is employed to analyze the hypothesis formulated. The antecedents of switching intention are satisfaction, switching
benefits, switching cost, and perceived switching value. The results indicate that switching benefits and perceived switching
value have significant and positive effect on switching intention. Meanwhile, switching cost has significant negative effect
on switching intention. Moreover, switching cost and switching benefit both have significant effect on switching intention,
but has a different direction of effect. In this study, satisfaction with the fuel used previously has no effect on the switching
intention.
Keywords - Perceived Switching Value, Satisfaction, Switching Benefits, Switching Cost, Switching intention.