Kontigensi : Scientific Journal of Management Vol 7, No. 1, Nopember 2019, pp. 64 - 71 ISSN 2088-4877 Prequal: Analyzing The Forming Factors Of Telkomsel's Prepaid Customer Service Quality In Bandung Irena Larashati1,Ashila Dwiyanisa2,Imelda Megawati3 Sekolah Tinggi Ilmu Ekonomi Pasundan, Bandung1,2,3 E-mail:
[email protected],
[email protected],
[email protected] 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. Keywords: service quality, prequal, prepaid consumers. INTRODUCTION conditions where competition becomes very tight as a result of the efforts of operators to attract Along with the development of the attention of consumers. The three largest telecommunications technology, competition cellular operators in Indonesia at the moment, conditions in the Indonesian telecommunications namely Telkomsel, Indosat Ooredoo, and XL market have also increased with the enactment Axiata, control 80% of the market share in of Law number 36 of 1999 concerning Indonesia based on the number of customers as Telecommunications, which makes the of December 31, 2017 (Telkom Annual Report, telecommunications market wide open for 2017).