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, Entrepreneurship, and Social Sciences (ICBEESS) 2026 Open access

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Authors: Dodik Priyambada, Rahmat Santoso, Sukaris Sukaris
DOI: 10.4108/eai.1-8-2024.2355190
Cited by: 0
References: 21

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 app

Fields of Study & Subjects

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Healthcare Quality and Satisfaction

Publication details

Journal / source
International Conference on Business Economics, Entrepreneurship, and Social Sciences (ICBEESS)
Publication date
1 January 2026
Language
EN