Tjahjono Djatmiko, Lili Adi Wibowo, Ratih Hurriyati
Customer service of a company is strongly influenced by the quality of its products. Product simplicity is one of the factors in product quality. Nowadays, simple and straightforward telecommunication service is rare. There is widespread complaint about poor quality of service of telecommunications service providers. This is a study of mobile telecommunications services in Jakarta and West Java. A descriptive and quantitative research method was used by employing Simplicity Reduction (X1), Simplicity of Organisation (X2), and Simplicity of Integration (X3) as independent variables, and Quality of Service (Y) as a dependent variable. A non-probability purposive sampling technique and Likert scale were used to measure the results which indicate that the most important variable related to quality of service is Simplicity Organisation, while the least is Reduction of Simplicity. Therefore, the telecommunication service operators should simplify the operation of their organisations to ensure better service for customers. The study shows simplicity accounts for 54.1% of all the variables that influence quality of service while the rest are variables not discussed in this study. © Universiti Putra Malaysia Press.
Management Doctorate Program, School of Postgraduate, Indonesian University of Education, Jl. Dr. Setiabudhi No. 229, Bandung, 40154, Jawa Barat, Indonesia; School of Postgraduate, Indonesian University of Education, Jl. Dr. Setiabudhi No. 229, Bandung, 40154, Jawa Barat, Indonesia
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