The Effect of Service Quality And Transaction Specific Customer Satisfaction On Customer Satisfaction At Telogorejo Private Hospital In Semarang

Nowadays service sector plays a significant role in economics. One of the business sectors which have significantly growth is Hospital. Competition in health industry especially hospital becomes more competitive. Like the other business industry, hospital should have a strategic to survive in this competition. One of the strategic that they can apply is differentiation. Differentiation can be converted in many forms such as pricing, branding, and or convenience. Hospitals may focus on service quality which is offered by them to consumer as means of differentiation to achieve customer satisfaction. The effect of service quality and transaction specific satisfaction to customer satisfaction would be discussed in this research. Boshof and Gray model which uses service quality and transactional specific customer satisfaction, is adopted and modified in this research to analyze the effect of those two variables to customer satisfaction. Further by adopting models from Boshoff and Gray (2004) effect from each dimension of service quality and transactional specific satisfaction to customer satisfaction is also analyzed. 285 questionnaires are distributed at Telogorejo Private Hospital in Semarang based on the percentages of room capacity for each class of services. Result of the research shows that service quality and transactional specific customer satisfaction have positive and significant influence to customer satisfaction