Dampak Promosi Online dan Kualitas Layanan pada Tingkat Kepuasan Pelanggan: Kasus Menowo Ngopi

Abstract

Menowo Ngopi is a beverage business with a mobile but permanent coffee concept, using a motorbike with a box in the back seat, Menowo Ngopi brings the concept of wherever you can drink coffee. The aim of this research is to determine the effect of online promotions and service quality on customer satisfaction at Menowo Ngopi. The object of this research is people who drink coffee, and the subjects of this research are customers who drink coffee. In this research, the type of research used is quantitative with survey methods. The data collection technique used was a questionnaire, with a sample size of 130 respondents. The validity test used in this research uses SPSS 23 software with the criteria that if rcount > rtable then the question is declared valid. Reliability test uses the alpha formula. Hypothesis testing tests the t test and f test. The results of the research that has been carried out show that all data from the questionnaires tested are valid and reliable. Then the online promotion variable does not influence customer satisfaction, while the service quality variable influences customer satisfaction.