The article examines how customer relationship marketing affects customer loyalty in the coal industry's ship agency services. The researchers surveyed 100 people and used a statistical analysis method called Partial Least Square. They found that customer relationship marketing positively influences customer trust, satisfaction, and loyalty. Additionally, customer trust and satisfaction play a role in mediating the impact of customer relationship marketing on customer loyalty. In simple terms, building good relationships with customers leads to trust, satisfaction, and loyalty in the coal industry's ship agency services.