| This research is designed to identify the influence of service quality and the impact of customer satisfaction and customer trust in the development of customer loyalty, especially on training provider’s customers at Jakarta, Indonesia. The research conducted by Yap et al (2012) is the reference research for this research with six conceptual hypothesis derived from the formed research framework. The population of this research are the training participants held by Make Sense Knowledge, a training provider, located at the five region of Jakarta. The sampling technique used in this research is purposive sampling. The sample frame was derived from a database of training participants provided by Make Sense Knowledge for the past 6 (six) months. From the research sample, this research determined the sample size of 200 training participants. A high confidence from the trainer when dealing with the audience, along with convenient operational hours is the main contributor in developing a perception about service quality (MS = 4.49). The company’s ability in fulfilling existing expectation from the training participants is the main contributor in developing a perception about customer satisfaction (MS = 4.44). Prioritizing attention on what is important to the training participants is the main contributor in developing customer trust (MS = 4.53). Overall, the responders are loyal customers and would choose MakeSense Knowledge over any other training provider in the region (MS = 4.51). The research shows that service quality has significant impact on customer satisfaction, customer trust, and customer loyalty. The research also report that customer satisfaction has significant impact on customer trust and customer loyalty. Similar result also occur on the impact of customer trust on customer loyalty. |