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

Priyambada, Dodik (2024) 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. International Conference on Business Economics, Entrepreneurships, and Social Sciences The Rising of Halal Industry, Sustainability, and Green Economy Faculty of Business and Economics, 1 (1).

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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..

Item Type: Article
Uncontrolled Keywords: customer satisfaction, sense, feel, think, act, relate, service quality
Subjects: Economic And Business
Management
Divisions: Postgraduate Programs > Master Program in Management
Depositing User: Dodik Priyambada
Date Deposited: 14 Nov 2025 10:08
Last Modified: 14 Nov 2025 10:08
URI: http://eprints.umg.ac.id/id/eprint/15153

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