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Wenny Pebrianti
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Journal : MES Management Journal

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Pengaruh Ketidakpuasan Konsumen dan Harga terhadap Perpindahan Merek dengan Brand Image sebagai Variabel Mediasi: Studi Kasus Perpindahan dari Grab ke Gojek Afifa Safiera, Ratu; Pebrianti, Wenny; Listiana, Erna
MES Management Journal Vol. 5 No. 1 (2026): MES Management Journal
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v5i1.1067

Abstract

Competition in the Indonesian online transportation industry is dominated by two major brands, Grab and Gojek. The phenomenon of brands switching from Grab to Gojek demonstrates the importance of understanding the factors that influence consumer behavior in choosing a service. This study aims to develop a conceptual model that explains the influence of consumer dissatisfaction and price on brand switching decisions, with brand image as a mediating variable. The ,ethod used is a literature review with a descriptive analytical approach. The result of the study indicate that dissatisfaction and price perception have a significant impact on brand switching intentions. However, brand image can moderats this influence by shaping consumers’ perceptions of trust and tolerance for service imperfections. The proposed conceptual model can serve as a basis for further quantitative research, with a populations of online transportation users who have croo-platform experience. These findings provide strategic implication for digital brand managers in strengthening consumer loyalty amidst homogeneous service competition.
Co-Authors Afifa Safiera, Ratu Ahmad Salahuddin Ahmad Shalahuddin, Ahmad AHMADI Akbar, Muhammad Tareq Al Vayyed Shalatar Barqah Djus Alfiyyah Zalfa Salsabillah Almira , Andrea Marsha Ana Fitriana Anggriani, Yeni Annisa, Sitti Nabilah Anwar Azazi Aqsa, Daffa Fernanda Ardiansyah, Fito Arman Jaya Arweni, Arweni Aryanti, Ririn Astrella Callista Putri Raharjo Augusta Genta Buwana Aulia, Mujahida Baras, Theresa Putri Yunita Barkah Barkah Barkah Barkah, Barkah Bintoro Bagus Purmono Cahyadi, Muhammad Byan Farreldipo Daud, Ilzar Desi Nurhalita Deva, salsabilla Dewi Ediansyah, Ediansyah Erna Listiana Erna Listiana Fahruna, Yulyanti Fauzan, Rizky Fiola Okta Ningtias Fitriana , Ana Fitriandy, Rizki Fitriani, Adelia Fransiska, Helen Giriati Giriati, Giriati Gita, Leiya H, Heriyadi Hamsyi, Nur Fitriana Harry Setiawan Helma Malini, Helma Heriyadi Heriyadi, Heriyadi I. K, Maria Christiana Ikram Yakin Indra Safari Isnawati Isnawati Iwan Setiawan J, Junaidi Juniwati Juniwati Juniwati Kamaaluddin, Kamaaluddin Kamesywara, Saskia Farrasdita Kautsar, Gandhy Muhamad lestari, puput Levina, Widya Listyanti, Anindita Ayu Lonika, Tesa M. Irfani Hendri Maghribi, Rizqi Maria Christiana Iman Kalis, Maria Christiana Mazayatul Mufrihah B11212091 Mentari Rachmaniaz Rizki Meydiawati, Meydiawati Miranda, Fina Mochammad Imron Awalludin Muhammad Afif Muhammad Awal Muharani Mustarudin, Mustarudin Nabila, Amaninda Jihan Nur Afifah NUR AZIZAH MAULIDIA, NUR AZIZAH Nur Kholis Farhan Nurrahim, Muhammad Fakhri Pamungkas, Angga Suda Pardede, Kaleb El Nusa Priskila, Priskila Puput Lestari Purmono, Bintoro Bagus Purnomo, Bintoro Bagus Putra, Rafi Risya Putri, Laeli Rahayu, Ratna Bhanuwati Rahmadania Rahmadi, Nizar Rahmayanti, Ensi Ramadania Ramadania Ramadania, Ramadania Ratnawati Ratnawati Ricky Martin Rivelino, Nicholas Romanisti, Shemma Anggia Ryan Mawendy S, Syahbandi Saputra, Egi Sartika, Fiona Setiawan , Harry Sigit Ardi Saputra Suci Wulandari Suwandi, Della Syahbandi Syahbandi Syaifullah, Muhammad Hasan Syarif Riezieq Tiara Nur Salsabila Tiara Wati Titik Rosnani Tyas*, Heni Mulyaning Uray Ndaru Mustika Vanessa, Vivian Yuwinda, Risa