Abstract abstract of final paper submitted of the examination committee in partial fulfillment of the requirements for the degree of master of management on graduated program of syiah kuala university the effect of of service quality and customer relationship management of satisfaction and its impact on customer loyalty pt.bank aceh branch kuala simpang by: zulfikar z sn: 1009200020157 concentration : general management supervisor : dr. mukhlis yunus, se, ms co-supervisor : dr. syafruddin chan se, mba consumer satisfaction is an important factor in the creation of a loyalty, to feel satisfied with a product consumers will then automatically go back again to buy and consume the product. customer satisfaction is the customer response to the discrepancy between the level of interest prior to the actual performance he felt after use (kotler, 2004). customer satisfaction is determined by the quality of goods or services desired customers. so that