Research Article
The Impact of Sensory Perception, Emotional Response, Cognitive Processing, Behavioral Response, and Interpersonal Relationships on Customer Satisfaction: A Mediation Analysis of Service Quality in the Inspiring Schools of the Muhammadiyah Gresik Region
@INPROCEEDINGS{10.4108/eai.1-8-2024.2355190, author={Dodik Priyambada and Rahmat Santoso and Sukaris Sukaris}, title={The Impact of Sensory Perception, Emotional Response, Cognitive Processing, Behavioral Response, and Interpersonal Relationships on Customer Satisfaction: A Mediation Analysis of Service Quality in the Inspiring Schools of the Muhammadiyah Gresik Region}, proceedings={Proceedings of the 1st International Conference on Business Economics, Entrepreneurship, and Social Sciences, ICBEESS 2024, 1st August 2024, Gresik, East Java, Indonesia}, publisher={EAI}, proceedings_a={ICBEESS}, year={2026}, month={2}, keywords={customer satisfaction sense feel think act relate service quality}, doi={10.4108/eai.1-8-2024.2355190} }- Dodik Priyambada
Rahmat Santoso
Sukaris Sukaris
Year: 2026
The Impact of Sensory Perception, Emotional Response, Cognitive Processing, Behavioral Response, and Interpersonal Relationships on Customer Satisfaction: A Mediation Analysis of Service Quality in the Inspiring Schools of the Muhammadiyah Gresik Region
ICBEESS
EAI
DOI: 10.4108/eai.1-8-2024.2355190
Abstract
This study investigates the impact of experiential factors (sensory perception, emotional response, cognitive processing, behavioral response, and interpersonal relationships) on customer satisfaction. Additionally, we explore how service quality moderates this relationship. Using a quantitative approach, we collected data from parents of students in five Muhammadiyah Inspiring Schools. Our findings indicate that emotional response, cognitive processing, behavioral response, and interpersonal relationships significantly influence service quality. Cognitive processing and interpersonal relationships also impact customer satisfaction. However, sensory perception does not significantly affect service quality. Surprisingly, service quality does not significantly influence customer satisfaction. Furthermore, our study suggests that service quality does not moderate the relationship between these experiential factors and customer satisfaction.
