This research examines the impact of social media strategies on relationship marketing and customer satisfaction in the hospitality sector, specifically focusing on Zemzen Cafe. The aim is to understand the effects of social media strategy on relationship marketing and customer satisfaction, and the objectives include evaluating customer satisfaction and relationship marketing, analyzing methods for addressing these areas, identifying the impact of social media strategy, and providing recommendations. The study utilizes a qualitative research design, with data collected through primary methods such as questionnaires. The analysis reveals that there is awareness of social media strategy and its impact on relationship marketing and customer satisfaction. The use of social media strategies is found to create a positive impact on customer satisfaction. The study concludes with recommendations for the cafe, including making the process more user-friendly, regularly interacting with customers, and offering quality pricing policies.
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