STRATEGI PENINGKATAN KUALITAS LAYANAN DAN KEPRIBADIANSEBAGAI VARIABEL INTERVENING PENGARUH KUALITAS LAYANAN PADA INTENSI BERPERILAKU PASCA PEMBELIAN

Abstract

This study aims to test and analyzethe influence of service quality on intentions
behavepost purchasewith a service quality improvement strategyand personality
as intervening variable.The sample used in this study amounted to 100
customers of Branch Office of BCA Solo Veteran. Sampling technique using
accidental sampling technique,customers who are sampled are customers who
make transactions during research.Methods of data analysis using validity test,
reliability test, classical assumption test, and path analysis.Based on the results
of data analysis obtained:(1) service quality significantly influences
postpurchase behavior intention, the direct effect is 0,303 and t value 2,680.(2)
service quality significantly influence service quality improvement strategy,
with direct influenceis 0,625 and t value is 7,924.(3) service quality
significantly influence on personality, the direct effect is 0.582and t value is
7,084,(4) service quality significantly influences post-purchase behavior
intentions through service quality improvement strategies,with direct influence
of 0.303 and indirect influence of 0.157,and (5) service quality significantly
influence intention to behave after purchasing through personality with direct
influence equal to 0,303 and indirect influence 0,152.
Keywords:  Quality of service, The intentions of post-purchase behavior,
Strategy to improve service quality, Personality.