The decline of loyalty in some industries and impact on high competition. Each bank continuously improves its service quality in various aspects. Many things are very important to the decline of customer loyalty such as customer satisfaction, customer engagement, customer relationship management, customer trust, etc. One of them is by improving customer relationship management. Relationship marketing is a way how companies establish good relationships with their customers so that customers make repeat purchases in a sustainable manner. The dimension of customer relationship management is bonding, trust, communication, commitment, and satisfaction. The research method is descriptive and verifikatif research. By using data analysis technique of structural expression model
