The objective of this research is to find out the effects of retail service quality, especially the interaction quality, physical environment quality and outcome quality and marketing relationship to customer retention. This research uses the explanatory survey method and the primary data which is collected by using questionnaires. The Sample size which is required by Structural Equation Modeling (SEM) consists of 231 customers of Department Stores in Tangerang and Bekasi. The result shows that retail service quality towards relationship marketing is significant, the effect of relationship marketing to customer retention is significant, and the simultaneous effects of retail service quality and relationship marketing to customer retention is significant too.