Kontigensi: Jurnal Ilmiah Manajemen
Vol 7 No 2 (2019): Kontigensi: Jurnal Ilmiah Manajemen

Prequal: Analyzing The Forming Factors Of Telkomsel's Prepaid Customer Service Quality In Bandung

Irena Larashati (Sekolah Tinggi Ilmu Ekonomi Pasundan, Bandung)
Ashila Dwiyanisa (Sekolah Tinggi Ilmu Ekonomi Pasundan, Bandung)
Imelda Megawati (Sekolah Tinggi Ilmu Ekonomi Pasundan, Bandung)

Article Info

Publish Date
15 Nov 2019

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.

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Journal Info
Kontigensi: Jurnal Ilmiah Manajemen
Website

Abbrev

JIMK

Publisher

Universitas Pasundan

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Social Sciences

Description

The scope of Kontigensi: Jurnal Ilmiah Manajemen journal covering the field Business and Management. Topic related to these fields can be Business and Management, entrepreneurship, finance, and financial services, human resource management, marketing, industrial relations, insurance, intellectual ...