Roles of Generic Requirements and Flexibility towards Customer Satisfaction of Internet Service Providers in Indonesia

Abstract

The study is designed to explore the roles of generic requirements and flexibility towards customer satisfaction of internet service providers in high-growth market like Jakarta, Indonesia. The construct flexibility was considered as a new determinant for customer satisfaction. 200 data were collected using a Five-Likert scale of questionnaires. The study finds that generic requirements flexibility plays important roles towards customer satisfaction of the internet service providers. The current research has taken into account two new variables which are generic requirements and flexibility in measuring customer satisfaction in a high-growth market such as Jakarta.