<span><em>The background of this research was to prove the relationship marketing as approaches for attract, </em><span><em>maintain and enhance customer relationship and to build competitive advantages strategy. To pass </em><span><em>relationship marketing mainly concentrated on analysis of benefits (relational benefits). PT. Bank Negara</em><br /><span><em>Indonesia as financial service provider makes relationship with their partner, in there many problem in </em><span><em>those relationship.</em><br /><span><em>The objective of this research is know the influence of perceived relational benefits on relational outcomes </em><span><em>behavioral (word of mouth, trust&commitment) to pass satisfaction during in PT. Bank Negara Indonesia</em><br /><span><em>toward the reality act of the PT. Bank Negara Indonesia service. In the highly competitive service </em><span><em>industries such as bank, it is very essential to encourage the patterns of continuous the repurchase and </em><span><em>to retain customers. This may be achieved through the quality of the relationship that was established</em><br /><span><em>between the service provider and the customer’s.</em><br /><span><em>The design of this research applies a survey toward unit of analysis on PT.Bank Negara Indonesia to </em><span><em>interview the customers for testing hypothesis. Mean while the required data consist of eight variables;</em><br /><span><em>confidence benefits, social benefits, convenience benefits and employee’s social regard attribute as </em><span><em>independent variables, satisfaction as intervening variable and word of mouth, trust and commitment</em><br /><span><em>as dependent variable. The design of this research applies the Likert-scale for the 5 point measurement </em><span><em>which means strongly agree and 1 point is for strongly disagree</em><span><em>. </em><span><em>The aggregate numbers of customer </em><span><em>being respondent of the study are 170.</em><br /><span><em>The result of this research conclude that two variable of relational benefits which is confidence benefits </em><span><em>and employee’s social regard effecting to satisfaction. Meanwhile two variable, social benefits and </em><span><em>convenience benefits didn’t effecting to satisfaction. And then satisfaction effecting to word of mouth,</em><br /><span><em>trust and commitment.</em><br /><span><em>Keywords : </em><span><em>Service industries, Customer satisfaction, Individual perception, Customer relations</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span></span></span>