ABSTRACT

Septimiriawati, Yenny, Trisakti University, July 2009 “The effect of the perceived
service quality, customer trust and customer satisfaction toward customer loyalty
a cases study on PT. Jamsostek (Persero) Jakarta”.

Major Advisor : Prof. Dr. Syamsir Abduh

The background of the research was the highly competition and expectation
customer for product and services with the high quality cause many companies
must have a specialty and made the different with the other. Therefore, this
research tried to explore the effect of the perceived service quality, customer
trust, and customer satisfaction toward customer loyalty as a cases study on
PT. Jamsostek (Persero) Jakarta.

The objectives of this research to know whether there were the effect between
perceived service quality and customer satisfaction; the effect between perceived
service quality and customer loyalty; the effect between perceived service quality
and customer trust, the effect between customer satisfaction and customer loyalty
and the effect between customer trust and customer loyalty.

The design of this research attempt to test the effect of perceived service quality,
customer satisfaction, customer trust and customer loyalty as case study on
PT. Jamsostek (Persero Jakarta.

Data analysis for this research were collected through questioner, used variables
were measured from the instrument making by Darsono (2008) and used a Scale
Likert model. Then, these data were analyzed using Structural Equation Modeling
(SEM) analysis.

The result of this research concluded that perceived service quality, customer
trust, customer satisfaction were directly effect toward customer loyalty at
PT. Jamsostek (Persero) Jakarta.