The Effect of Instagram on Kisah Kita Ngopi Sidoarjo Customer Retention


This research was conducted to examine the influence of social presence, media richness, self-presentation and self-disclosure on Kisah Kita Ngopi Sidoarjo customer retention. Social media is seen as being helpful for interacting with customers. Quantitative data collection was used. Primary data included information about sales, digital marketing and service quality. Secondary data was obtained from the literature and from the internal data of Kisah Kita Ngopi Sidoarjo. The sample was customers of Kisah Kita Ngopi and the purpose was to determine the effect of social media on customer retention.

Keywords: social presence, media richness, self-presentation, self-disclosure, customer retention

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