ANALYZING CUSTOMER SATISFACTION OF WASTE BANK IN MANADO

Abstract

One of the problems faced by urban managers throughout Indonesia especially in Manado city is waste management. Data from the Manado City Environment Agency even records that the volume of waste in Manado city has reached 828,812 cubic meters, or has continued to increase significantly since 2012. The waste bank is a campaign for handling waste by buying back waste in terms of deposit Factors that are considered important and that have not provided satisfaction must be improved and factors that are considered important and that have provided satisfactory services must be maintained. The performance and services of the waste bank to customers need to be assessed through customer satisfaction. This study aims to find out whether Responsiveness, Availability, Hospitality, Atmosphere simultaneously and partially affect Customer Satisfaction. This research uses a Quantitative method with Multiple Linear Regression. The Population in this research refers to waste Bank Customer in Manado and the number of samples is 70 respondents. The result showed that every variable simultaneously and partially does not affect customer satisfaction. The researcher suggests waste banks have to pay attention to customer satisfaction with improving Responsiveness, Availability, Hospitality, Atmosphere.

Keyword: service quality, responsiveness, availability, hospitality, atmosphere, customer satisfaction