| In the process of development of 3 in1 Prudential account still has problems such as customers delaying premium payment, customers are not familiar with the policy and there is miscommunication with the agent. Based on these problems Prudential still has not paid attention to several factors causing the complaints to occur so that the required research using SEM method. Research is done by looking at the results of the hypothesis of each variable is whether accepted or rejected .. The purpose of this study is to see the effect of service quality and justice to customer satisfaction and influence customer satisfaction and service quality to trust. From the results of data processing and analysis of the four hypotheses accepted and no one rejected. Relationship of each positive and influencing variable. So this research proves that Prudential actually have perceived the variables affecting the agent but still needed for the improvement of service quality so that the consumer more loyal again to Prudential. Problems often faced by agents must be heard by the company so that in the future there will not be many complaints from customers or consumers. |