PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PROMOSI TERHADAP KEPUASAN PELANGGAN PADA WARKOP NASTAIN DALAM SITUASI PANDEMI COVID-19

Nastain coffee stall is one of the coffee stall at Keputih Surabaya that serve various coffee
for its lovers, yet the stall also server other beverages such as milk and various sachet drinks, and
it also sells various food for completing the beverafes. This study aims to find out the impact of
the product quality, the service quality, and the promotion of Nastain coffee stall toward the
customers statisfaction during the Pandemi Covid-19 at Keputih, Surabaya. In this study collects
100 respondents as the samples, the study is chosen by the non-probability sampling technique
and the purposive sampling with questionnaires for collecting the data. The data analysis of this
study is the multiple linier regressio. Based on the result of the data analysis and the hypothesis
test, it concludes: 1) the product quality significantly impacts the customer’s statisfaction. 2) the
service quality significantly impacts the customers satisfaction. 3) the promotion significantly
impacts the customers satidfaction.