Background: in order to have an established long-term relationship between customer and bank, a lot is  required, including trust, satisfaction and other things. This study will therefore aim to provide factors that can affect the relationship between bank and customer Purpose:​  This study aims to study factors that can affect the relationship between banks and customers. which should further increase understanding of how this can have an impact on customers. The study will focus on factors that can prevent and worsen the relationship Method:​ To address the purpose of this study, qualitative methods were applied, specifically focusing on interviews that were conducted in two individual groups. Conclusion: Growth in banking has had a significant impact on operations and risk management. Compliance with Nurturing relationships with customers is important to increase satisfaction and trust. Banks must adapt to the digital environment while preserving customer integrity. the factors examined in the study have a significant role in how the relationship may develop