Service Quality, Price Perception, and Attraction Image as Determinants of Customer Satisfaction: The Moderating Role of Gender

2026-05-21T08:21:56+00:00

Customer satisfaction has become an important factor in sustaining coffee shop businesses amid increasingly intense competition. Factors influencing customer satisfaction include Service Quality, Price Perception, and Attraction Image. Previous studies have generally examined these variables separately, while studies integrating these variables with Gender as a moderating variable remain limited. Therefore, this study aims to analyze the effects of Service Quality, Price Perception, and Attraction Image on Customer Satisfaction, with Gender serving as a moderating variable among customers of Kopi Bajawa Bekasi City. A quantitative approach was employed using a survey method through questionnaire distribution to 100 customers. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software. The results indicate that Service Quality, Price Perception, and Attraction Image have positive and significant effects on Customer Satisfaction. Gender moderates the relationship between Price Perception and Customer Satisfaction but does not moderate the relationships between Service Quality and Customer Satisfaction or between Attraction Image and Customer Satisfaction. These findings highlight the importance of improving service quality, pricing strategies, and attraction image to enhance customer satisfaction in the coffee shop industry.

The Effect of Organizational Culture and Job Satisfaction on Organizational Commitment and Employee Performance in Regionally-Owned Enterprises

2026-05-11T14:38:29+00:00

This study aims to analyze the influence of organizational culture and job satisfaction on employee performance and organizational commitment in Regionally-Owned Enterprises (BUMD) in Bogor City. The research was conducted at Perumda Pasar Pakuan Jaya and Perumda Air Minum Tirta Pakuan using a mixed-method sequential explanatory approach. A total of 212 permanent employees were selected through proportional stratified random sampling. Quantitative data were analyzed using path analysis with SmartPLS to examine direct and indirect relationships among variables, while qualitative analysis was conducted using the Delphi technique involving human resource experts to formulate strategic recommendations. The findings reveal that organizational culture has a positive and significant effect on job satisfaction, employee performance, and organizational commitment. Job satisfaction also significantly influences employee performance and organizational commitment. Furthermore, job satisfaction partially mediates the relationship between organizational culture and both employee performance and organizational commitment. These results indicate that strengthening organizational culture can enhance employee satisfaction, which subsequently improves organizational commitment and work performance.This study contributes to the development of organizational behavior literature in the public enterprise sector and offers practical implications for management in designing strategies to strengthen employee commitment and improve organizational performance through organizational culture and job satisfaction programs

International Journal of Social and Management Studies

Service Quality, Price Perception, and Attraction Image as Determinants of Customer Satisfaction: The Moderating Role of Gender

The Effect of Organizational Culture and Job Satisfaction on Organizational Commitment and Employee Performance in Regionally-Owned Enterprises