Designing a Diversion Model for Natural Gas Consumers (case study: Gas Company of Mazandaran Province)

The aim of this study was to design a model for </em>Churn from </em>natural gas consumers in Mazandaran province. The research method was applied and descriptive which was done with a mixed exploratory approach. The statistical population was 10 experts in the qualitative stage and natural gas consumers in the quantitative stage. The sample size was 384 people and simple random sampling was used. The Delphi method was used to identify the factors and the structural equation method with Smart PLS3 software was used to design the model. The results showed that the effective factors on turning away natural gas consumers include 11 components in 7 dimensions (social and cultural, economic, technology, environmental, political, internal and legal factors). The results also showed social and cultural (0.698), economic (0.855), technology (0.756), environmental (0.762), political (0.872), internal factors (0.831) and Legal (0.755) have a significant effect on turning away natural gas consumers.</em>