The Effect Of Service Quality, Product Quality, And Chatime Product Promotion On Customer Satisfaction

This study aims to determine the ef fect of service quality, product quality, and promotion of Chatime products on customer satisfaction (case study of Chatime customers in the Central Jakarta Region). The population in this study were all consumers who made direct purchases at Chatime outlets in the Central Jakarta area during the Covid -19 pandemic. The population in this study is unknown or can be said to be in the inf inite category. The sample in this study was taken by non-probability sampling method with purposive sampling technique as many as 185 respondents. The sampling criteria are consumers who have made direct purchases at Chatime outlets at least once in the last 6 months, female and male consumers who are at least 17 years old, respondents who are in the Central Jakarta area aged > 17 years, have purchased and consumed Chatime for a minimum of 3 time. The method of data collection in this study was through an online questionnaire using google form. Data processing using Multiple Regression Analysis. Validity and reliability tests were carried out before distributing the f inal questionnaire. The results of this study indicate: (1) service quality has a positive and signif icant ef fect on customer satisfaction; (2) product quality has a positive and signif icant ef fect on customer satisfaction; (3) promotion has a positive and signif icant ef fect on customer satisfaction; (4) service quality, product quality, and promotion have a positive and signif icant ef fect simultaneously on Chatime customer satisfaction in the Central Jakarta area; (5) the variable that has a dominant inf luence on Chatime customer satisfaction in the Central Jakarta area is the promotion variable.


Introduction
2020 is the year when the Covid -19 pandemic is currently sweeping the world, and Indonesia is no exception. The number of cases of the Covid -19 virus is increasing every day, both in healing and death. Indonesian President Joko Wid odo announced on March 2, 2020, that Indonesia was af f ected by the Covid -19 virus and called ita non-natural disaster. The Indonesian government has taken various steps to contain the spread of the virus through various anticipatory measures, All activities must be carried out with physical distancing, mass and social distancing. This policy was issued to reduce the spread of Covid - 19, which impacts all f ields throughout Indonesia.
During the Covid-19 pandemic, this resulted in various zones, especially in the economic sector of the culinary industry, resulting in a drastic decrease in purchases [1] [2]. Many companies experienced a decline in assets, so that several companies were f inally f orced to close their businesses. In this situation, the government f inally implemented a "New Normal" to carry out activities usually. Still, it carried out health protocols to prevent transmission of the virus, such as using masks, washing hands, maintaining social distance [3].
Many beverage companies in Indonesia are increasingly competitive during this pandemic, such as Kokumi, Tiger Sugar, and Hop -Hop. As in the type of drink that will be explicitly discussed, namely Chatime. Chatime is a tea beverage supp lier f rom Taiwan that of f ers more than 50 f lavors of tea products. Chatime, which is located in Indonesia, is one of the units under the Kawan Lama Group company, which has been established since 2011 [4]. Chatime has the concept of "Good Tea, Good Time," that the taste of the drinks produced by Chatime can be adjusted to the likes of all age groups f rom teenagers to adults.
The quality of service in business plays an essential role in maintaining customer satisf action. If the quality of service provided to consumers is by their dreams, customers will be more satisf ied and will carry out repurchases [5]. During this pandemic, the quality of service has changed a lot, such as always maintaining cleanliness when serving customers, using masks, using gloves, and always f ollowing health protocols. The emergence of a variety of new procedures throughout this pandemic will af f ect the services provided to consumers, so companies are obliged to improve ef f icient and ef f icient services to support customer satisf action.Previous research by [6]stated that the service quality variable has a positive and signif icant ef f ect on Grab customer satisf action in Denpasar City.
The next thing that has signif icant meaning in a company is the product. With good product quality, it can f ulf ill customer desires so that it will create customer satisf action. Companies that carry out product innovation will increase satisf action and repurchase the product. In addition, the Chatime products offered are required to maintain the cleanliness and saf ety of their products, so that product quality is maintained. Especially during this pandemic, with all the limitations that exist, Chatime must still innovate in its products. With the company developing its latest innovations and keeping the product clean, customers will f eel satisf ied. Based research conducted by [7] shows that there is a signif icant and positive ef f ect between product quality and customer satisf action the old champ.
In addition to service quality and product quality, promotion is also an aspect that af f ects customer satisf action [8]. Promotional activities carried out by the company are said to be an ef fort to communicate a product to customers so that promotions carried out by the company can affect customer satisf action. In the current pandemic, companies must seriously inf orm product promotions by using digital technology to market products and use social media to attract consumers. The current condition is that customers will have more time to access promotions f rom online media [9]. Of course, in this pandemic, promotion on social media is a way for companies to be still able to introduce their products today.As in [10], promotions positively and signif icantly af fect customer satisf action at PT Stainlessindo Anugrah Karya.
According to [11], the Chatime promotion at a low price created long queues during a pandemic. Chatime f rom 9 to 16 February 2021 makes a drink promotion f or IDR 5,000. This has drawn criticism f rom various social media because the promo causes long queues, which are prohibited in a pandemic situation. Hence, customers regret the policies implemented because they are very negligent of health protocols.Customers regret that the queue is very crowded without any anticipation f rom the promo organizers because it has caused a dangerous impact on the community [12]. According to [13], there was a decline in the purchase of Chatime beverage products during the Covid-19 pandemic. The decrease in the purchase of Chatime drinks was due to the pandemic period, limiting people's mobilization and the government's recommendation to consume beverages produced at home.
Theref ore, the importance of service quality, product quality, and promotion can positively impact and increase consumer satisf action during the covid -19 pandemic, so Chatime seeks to f ind ways to create good perf ormance in increasing customer satisf action. The purpose of this study was to determine the inf luence of customers who buy Chatime related to service quality, product quality, and promotion to create customer satisf action. .

Tinjauan Pustaka Covid-19 pandemic
According to [14], coronavirus is an inf ectious disease caused by a newly discovered virus. The coronavirus mainly spreads through saliva or nasal secretions when the person has coughs, runny noses, and sneezes.According to [3], the coronavirus can cause indications of respiratory disorders, f ever above 38°C, cough with phlegm, shortness of breath, and lethargy. Service quality is a determining aspect of making a purchase. The company views consumers as kings, so consumers must be served well to bring prof it to the industry to survive. According to [15], service quality results f rom customer evaluation of the level of dif f erence between what is expected and the perceived reality of the services that consumers receive f rom the industry. And according to [16], service quality is a f orm of activity carried out by organizations in delivering services that are in line with what consumers want, meaning services such as speed, convenience, relationships, f riendliness, attitudes and abilities through the nature of providing satisf actory service to customers. According to [17], service quality indicators are as f ollows: (1) Physical f orm (Tangible), (2) Reliability, (3) Responsiveness, (4) Assurance, and (5) Empathy (empathy).

Product quality
Customers highly observe a quality product [18]. If the product is judged to meet or exceed, the customer will be satisf ied with their desires and expectations. For [19], Product quality is product expertise to provide results and perf ormance that match or exceed customer expectations. Furthermore, according to [20], product quality is a measure used to see the extent to which the products obtained can meet consumer desires and provide satisf action to consumers. If the company succeeds in delivering products that meet consumer expectations, it will impact the industry's competitive advantage so that sales increase. [21]set product quality indicators as f ollows: (1) Perf ormance quality, (2) Reliability, (3) Features, (4) Durability, and (5) Conf ormance Quality

Promotion
According to [10], Promotion is an organizational marketing mix element used to invite, inf orm and remind an organization's products. Promotion is an essential activity f or companies. The aim is to introduce and educate consumers about the benef its of new products to persuade consumers to buy products to occur between buyers and sellers [22]. The purpose of introducing the production of goods is so that consumers can buy their products so that sales increase and increase company prof its. The indicators in promotion, acco rding to [23], are: 1. Advertising (advertising) 2. Sales promotion (sales promotion) 3. Personal selling (individual sales)

Customer satisfaction
In the business world, the ability to create and retain customers is essential to create customer satisf action [24]. According to [19], satisf action is a f eeling of pleasure or disappointment in humans by equating the capabilities or results experienced f rom a product or service with dreams. Meanwhile, according to [25] consumer satisf action is comparing perceptions or impressions of the perf ormance of a company and its expectations which will result in f eelings of liking or disappointment f rom consumers when they are satisf ied with the product or service ordered or used by consumers who want to continue using the product or service that has been ordered provided. According to [26], the dimensions of consumer satisf action are as f ollows: 1. Feeling satisf ied. 2. Always buying products.
3. I will recommend it to others. 4. Fulf illment of consumer expectations.

Hypothesis Development
The influence of service quality on customer satisfaction Service quality has an important f unction in customer satisf action, because good service quality in an industry will produce joy f or its consumers. In previous research conducted by [27], it was stated that there was a positive and signif icant ef f ect of service quality on consumer satisf action. This means that quality service will be an attraction f or consumers and will result in repeated purchases which will increase sales. The quality of service by the wishes or expectations of customers will increase customer satisf action. Furthermore, [25]research argues that the service quality variable positively and signif icantly af fects customer satisf action. This means that the competence of employees in providing prof essional services to consumers is excellent so that the quality of services of f ered can f urther increase customer satisf action. This means that the presence of physical evidence, reliability, capture ability, assurance, and appropriate empathy in service quality can bring happiness to customers. H1: There is an inf luence of service quality on customer satisf action

Effect of product quality on customer satisfaction
The quality of a product has a very signif icant role in shaping customer satisf action [28]. In previous research by [29], that states product quality has a signif icant and positive ef f ect on consumer satisf action, so it means that the quality of a product is considered to be very closely related to customer satisf action. Quality products can have a good inf luence on the company if consumers f eel happy using the product to lead to customer satisf action. Product quality can determine whether or not a company is good because by having good product quality, consumers will be interested in trying the product and will af f ect customer satisf action. Furthermore, [30]proved that product quality positively and significantly af fects consumer satisf action, meaning that if the products provided by the industry are of good quality and meet consumer expectations, consumers are satisf ied with the product, resulting in customer satisf action. This result states that the higher the quality of a product provided by the company, the higher customer sati sf action will be. H2: There is an ef f ect of product quality on customer satisf action.

Effect of promotion on customer satisfaction
Promotion in a business is essential; without a business promotion, it is impossible to develop appropriately [31]. According to [21], the rise aims to encourage purchase f requency and demonstrations against potential consumers to f eel satisf ied and use the brand. In [32], it is explained that the promotion variable proves that there is a signif icant positive relationship effect on consumer satisf action, stating that the more attractive the promotional activities of an industry, the more consumers will understand the products f rom the industry so that customers will f eel satisf ied in purchasing products. Furthermore, [33]research explains that the promotion variable signif icantly af fects customer satisfaction. The results of his research explain that promotion with the internet, television, advertising media, and other media by the company will arouse consumer attention to the products of f ered to encourage customer satisf action. The results of the study stated that the promotion had a positive or signif icant ef f ect for customer satisf action. H3: There is a promotion ef f ect on customer satisfaction.

The effect of service quality, product quality, and promotion on customer satisfaction
Exogenous variables, namely service quality, product quality, and promotion, simultaneously af f ect customer satisf action. In a previous study conducted by [20], it was stated that together the variables of service quality, product quality, and promotion can have a signif icant and positive inf luance on customer satisf action. Conculuding that the better the quality of service, product quality, and promotion, the more customer satisf action will be. That the quality of service, product quality and promotion have a very close relationship with customer satisf action because the quality of service, product quality, as well as good promotions and as expected can encourage customers to continue to buy products so that it will create a sense of customer satisf action and have a positive inf luence on company perf ormance. While research by [34]that this study shows service quality, product quality, and promotion simultaneously have a signif icant and positive ef f ect on consumer satisf action. H4: There is an inf luence of service quality, product quality, and promotion on customer satisf action.

The most dominant influence of service quality on customer satisfaction
Service quality has a very close relationship with customer satisf action. In previous research conducted by [6], service quality has a dominant inf luence on customer satisf action, meaning that if the service provided is good, it will dominate customers to continue to buy and create customer satisf action. Furthermore, according to [35] states that service quality have the greatest impact in providing customer satisf action, meaning that service is the most critical f actor and is expected by customers in delivering customer satisf action if the service provided is by customer expectations and desires, the service will continue to buy the product and will cause a f eeling of satisf action. Meanwhile, [36]explains that what has a more dominant inf luence on ATM e-ISSN: 2622-6804 p-ISSN: 2622-6812 ■ 46

The Effect Of Service Quality, Product Quality, And Chatime Product Promotion On Customer Satisfaction (Ulfania Eka Erlinda)
patient satisf action is the service quality variable, meaning that quality services dominate to increase customer satisf action. From various previous studies, service quality is the dominant inf luence of happiness and the desire to repurchase. H5: There is the most dominant inf luence of service quality on customer satisf action From the description above, the research model can be described as f ollows :

Research methodology
The population of this research is Chatime customers who make direct purchases at Chatime outlets in the Central Jakarta area. By the analysis tool used, namely multiple regression, the determination of the number of samples in the numerous regression provisions is 5-10 times the number of questionnaires [37]. The number of questionnaire questions in this study was 37, so the number of samples in this study (37x5) was 185 Chatime customers, provided that customers who had made direct purchases at Chatime outlets at least 1 time in the last 6 months, f emale and male consumers who were at least 17 years old and respondents residing in the Central Jakarta area. Furthermore, This research design uses quantitative research, and there are exogenous variables (service qualiity, product qualiity, promotions), endogenous variables (customer satisf action). Multiple regression analysis methods are used to see whether or not there is an inf luence between one or more exogenous variables and endogenous variables.
Measurements in the research f or service quality variables adopted f rom [19], product quality variables adopted f rom [21], then promotion measurements adopted f rom [19], and customer satisf action was measured by adopting in [26]. This study is data obtained a questionnaire using the Likert scale method.. Furthermore, the validity test was carried out on 30 respondents using Product Moment by comparing the correlation index if rcount> r table, with r table (0.316) showing good validity. Likewise, the reliability test of Cronbach's alpha value > 0.6 indicates good reliability.

Results and Analysis 3.1 Results Analysis with Multiple Regression
This study f ocuses on Chatime customers who make direct purchases at Chatime outlets in the Central Jakarta area as many as 185 samples as respondents. The results of multiple regression analysis with SPSS sof tware show that the f irst analysis is the measurement of the validity test in this study showing all variable indicators (service quality, product quality, and promotion) can be accepted provided that the T value is valid (>1.973) and the signif icant value (<0.05 ) at the 0.05 level of signif icance. The results of the reliability t est are eligible if Cronbach's alpha (> 0.6) and the results show all reliable variables with the value of Cronbach's alpha service quality (0.893), product quality (0.848), promotion (0.858), and customer satisf action (0.876).
The second analysis is the structural test by looking at the value of R square, showing how f ar the independent variable can explain the dependent variable, together with service quality, product quality, and promotion af f ect customer satisf action with an R square value of 0.502. means that 50.2% of the variance of customer satisf action can be interpreted by the variables of service qualilty, product quality, and promotion.
The third analysis, namely the F test analysis, basically aims to show whether all exogenous variables included in the model have a simultaneous inf luence on endogenous variables. The results state that F count 60.767 > f table 2.65 and signif icant <0.05 means H4 is accepted. It was concluded that the variables of service quality, product quality, and promotion had a simultaneous positive and signif icant ef f ect on the variable customer satisf action Chatime in the Central Jakarta area.
The f ourth analysis is seen f rom the t test by comparing t count with F table using a signif icant value of 0.05 and sig t < 0.05, indicating the service quality variable has a t count of 2.196 > t table of 1.973 with a signif icant level of 0.029 < 0.05 meaning H1 is accepted , it is concluded that the service quality variable has a positive and partially signif icant ef fect on customer satisfaction. The t test results on the product quality variable have a t count of 2.844 > t table of 1.973 with a signif icant level of 0.005 < 0.05, meaning H2 is accepted, which means that the product quality variable has a positive and partially signif icant ef f ect on customer satisf action. The t test results on the promotion variable have a t count of 6.160 > t table of 1.973 with a signif icant level of 0.000 <0.05, meaning H3 is accepted. It is stated that the promotion variable has a positive and partially signif icant ef f ect on customer satisf action. The results show that promotion has a dominant impact on customer satisf action with the most signif icant beta value of 0.429 and the smallest considerable value of 0.000, which means H3 is rejected that service quality is not proven to be the most dominant variable. Furthermore, the model f rom the research results can be seen as f ollows: Based on Figure 2, the results of this hypothesis can be seen in the f ollowing

H5
The service quality variable has the greatest impact on customer satisf action 0,161 0,029 Rejected

Discussion
The results of the f irst hypothesis test show that service quality variables af f ect Chatime customer satisf action. This indicates that the higher the quality of service provided by Chatime to customers, the greater the level of customer satisf action. Customers f eel that the courteous and f riendly service provided when interacting between sellers and customers is an attitude that customers need to encourage consumers to make purchases. By applyi ng applicable Standard Operating Procedures such as using masks and wearing gloves, customers are satisf ied to provide positive values. To the services of fered. Providing good service can f orm a perception in the minds of customers that the company has goo d credibility. However, if there is a f ailure in service quality, it will not af f ect customer satisf action if the loss is quickly repaired and resolved accurately and rapidly. According to previous research by [38], [39] and [40] it is argued that service quality has a major inf luence on customer satisf action.
The results of the second test explain that the product quality variable has an ef f ect on Chatime's customer satisf action. This indicates that the better the quality of the products of fered by Chatime to customers, the better the level of customer satisf action with Chatime products. Customers prioritize products that have been certif ied halal because they believe that the product is saf e f or consumption. Taste is also a critical aspect that customers pay attention to i n buying drinks. Chatime has many f lavor variants and is delicious and clean, so customers will f eel satisf ied to continue to buy without worrying about the products they drink.
Most importantly, during this pandemic, Chatime really maintains the cleanliness and saf ety of packaging according to health. If the product matches the expectations and expectations of the customer, the customer will give a good evaluation of the product. With this evaluation, the customer will f eel satisf ied and still want to buy the product. These results are f rom previous research by [41] and [42] that product quality has a signif icant and positive ef fect on satisfaction.
The results of the third test prove that promotions af f ect Chatime's customer satisf action. The more attractive the rise, the better the level of customer satisf action. By promoting products using advertisements, customers can f ind out about new events and products organized by Chatime to bring in new consumers or inf luence the repurchase of these products. Providing many discounts can benef it customers to create consumer satisf action, and customers will continue to buy these products. Especially in this pandemic period, with limited customer mobi lization, online media is one of the most ef f ective promotional events. Chatime also conducts online transactions so that it accepts payments via digital wallets. Digital wallets also provide many discounts. Online transactions also af f ect customer satisf action [31]. This shows that respondents prioritize promotion as a medium to inf orm and encourage consumers to buy products. These results support [43], [44] and [45] results which state that promotion is the most important f actor af fecting customer satisf action.
The results of the f ourth hypothesis state that service quality, product quality, and promotion simultaneously af f ect Chatime's customer satisf action. Customer satisf action is created if the quality of service, product quality, and advertisements provided is by consumer expectations. It can be interpreted that if the quality of service, product quality, and promotion increases, customer satisf action continues to increase. This states that impressive service quality can attract customers. This means that high-quality services will also af f ect the f eeling of satisf action f or customers and the occurrence of repeat purchases to increase sales.
Furthermore, suppose the product received by consumers has the desired reliability or advantage. In that case, consumers will value the development and continue to buy the products of f ered to create customer satisf action and engage in promotional activities by providing discounts that can increase customer satisf action and sales. These results are f rom previous research by [46] of [47] and [48] that service quality, product quality and promotion af f ect customer satisf action.
Furthermore, testing the f if th hypothesis concluded that promotion is the most dominant variable af f ecting consumer satisf action at Chatime. Promotion af f ects customer satisf action because consumers will be attracted by attractive of f ers and can f ulf ill the desire to repurchase the product. This invalidates the hypothesis (H5), which states that service quality has the most dominant and insignif icant ef f ect. The signif icant result is the most dominant promotion variable.