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All Journal Jurnal Computech & Bisnis (e-Journal) Kontigensi: Jurnal Ilmiah Manajemen Acman: Accounting and Management Journal Majalah Bisnis & IPTEK Jurnal Ekonomi, Bisnis & Entrepreneurship (e-Journal)
Dwiyanisa, Ashila
STIE Pasundan, Bandung
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Library & Information Science Social Sciences

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Journal : Kontigensi: Jurnal Ilmiah Manajemen

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Prequal: Analyzing The Forming Factors Of Telkomsel's Prepaid Customer Service Quality In Bandung Irena Larashati; Ashila Dwiyanisa; Imelda Megawati
Kontigensi : Jurnal Ilmiah Manajemen Vol 7 No 2 (2019): Kontigensi: Jurnal Ilmiah Manajemen
Publisher : Program Doktor Ilmu Manajemen, Universitas Pasundan, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (372.632 KB) | DOI: 10.56457/jimk.v7i2.69

Abstract

The development of communication technology has pushed fierce competition between each telecommunications service provider company in Indonesia. Therefore every company needs to understand services that can satisfy consumers to maintain it so that it does not move to compete for products. This research conducted to validate the scale of service quality measurement that can satisfy Telkomsel pre-consumer consumers in the city of Bandung. The study conducted using the EFA method with the Principle Axis Factoring (PAF) technique. Testing in this study conducted using Telkomsel prepaid consumers in Bandung as many as 237 respondents. The results showed that eight factors formed service quality, namely empathy, facilities, customer reliability and independence, employee attractiveness and facilities, employee competence, assurance, communication skills, and information quality. These factors are called prequal, which is the development of a validated instrument.
Co-Authors Annita Jannah Asep Rochyadi Suherman Edi Supriadi Endri Adi Wibowo Febtryanti Yanelka Heryanto, Imam Imam Heryanto Irena Larashati Larashati, Irena Megawati, Imelda Octaviane Herawati Resawati, Retno Rika Wahyuni Yudi Pratama