1) The document summarizes a research study on the effects of perceived service quality, customer trust, and customer satisfaction on customer loyalty, using PT. Jamsostek (Persero) Jakarta as a case study. 2) The study aimed to analyze the relationships between perceived service quality and customer satisfaction, perceived service quality and customer loyalty, perceived service quality and customer trust, customer satisfaction and customer loyalty, and customer trust and customer loyalty. 3) Data was collected through questionnaires measuring variables from an instrument by Darsono (2008) on a Likert scale, and analyzed using Structural Equation Modeling (SEM) to conclude that perceived service quality, customer trust, and customer satisfaction directly

1. 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.