<p><strong><em>Various companies face problems in handling business during a pandemic, so they must carry out the right strategy in handling it. However, the economic impact that is felt directly by the general public is micro, small, and medium enterprises (MSME). This study aims to see how MSME can understand customer needs about providing quality social media that can increase brand image and brand awareness. The survey was conducted on 145 respondents who already had online shopping experience using social media. This study shows the results that social media quality can increase brand awareness and brand image as well as social media marketing activities. So that marketers who use social media can focus on its constituent indicators, namely content quality, design quality, information quality, interaction quality, contact availability, and contact relevance. Other results show that social media marketing activities do not affect brand image and brand awareness; these results reflect inconsistencies in the results of understanding social media marketing activities carried out in online businesses.</em></strong></p>