The Influence of Atmosphere and Responsiveness on Customer Satisfaction of Bank SulutGO

Abstract

The main problem is regarding the customer satisfaction that can affected by atmosphere and also responsiveness, in this particular case the bank industry which already considered as one of the busiest industries from them all. The purpose of this study is to see the influence of atmosphere and responsiveness toward customer satisfaction of Bank Sulut Go. This study is a quantitative study and uses a multiple linear regression method. The findings of this study shows that the independent variables which are atmosphere and responsiveness simultaneously and partially affect the customer satisfaction of Bank Sulut Go. Based on the result, the researcher provided several recommendations which are: maintaining the current atmosphere and do regular audit regarding the atmosphere. Next is to do training for the employees and having suggestion box that can be filled by the customers, the idea of training is to give insurance regarding the quality of the employees. While suggestion box can act as an extra for the companies, the suggestions from the customers can be the considerations for the company to add more trainings method and give better quality of employee in term of responsiveness.