Since the beginning of “customer service revolution” about 20 years ago, a considerable number of business research efforts is focused on customer satisfaction, customer loyalty and market–oriented organizations. An extensive number of corporations have been working continuously to identify the characteristics that satisfy customers; they have developed methods that aim the monitoring of customer satisfaction and quality improvement systems that rely on customer feedback. In Albania, the businesses paying considerable attention to customer–related issues are the financial system for–profit organizations (banks), as well as chain retailers. This research paper is an attempt to assess customer satisfaction and customer loyalty in several for–profit financial institutions operating in Albania.The main objective of this paper is measuring customer loyalty in Albanian commercial banks. It should be noticed that the research is focused on Elbasan alone (a city located in central Albania). The paper is subject to an empirical study completed by interviewing over 142 customers (individuals and legal entities) using hard copy and e–mail questionnaires, in order to identify factors that impact customer loyalty and to recognize any sources of dissatisfaction. In short, this exploratory research is a modest attempt to provide answers for some important questions concerning financial institutions in Albania today, such as: Which is the most preferred commercial bank in the city of Elbasan? What is the correlation between customer loyalty and factors impacting customer loyalty? Which are the most important factors to be considered for future research in related fields? Arrangement and findings of collected data from questionnaires is completed using SPSS.