Abstract. Bank customer satisfaction is a hot topic of current scientific research for many reasons. In response to the negative impact of the recent financial crisis of 2008, the public has become very sensitive to all aspects of commercial bank activity. Banks are looking for ways to increase their financial performance. Researchers are trying to find the main determinants of bank customer satisfaction and examine these issues from different perspectives. The aim of our research was to investigate the relationship between gender and the major attributes of satisfaction and loyalty of the banking clients. In this context, we investigated at the same time whether there were statistically significant differences between the genders depending on age and education. Bank customer satisfaction research was conducted through a questionnaire survey on a sample of 459 respondents in the Czech Republic in 2014, of which 44% were men and 56% were women. We found that women relative to men prefer the following satisfaction factors: quality of banking products and services and convenient and friendly service in a branch. More women than men believe that the bank staff has a genuine interest in understanding their financial needs. In our research, women have more often reported that their bank's staff would explain to them the advantages and disadvantages of the bank products that were of interest to them. In addition, it was found that women are more loyal to their banks than men.Keywords: satisfaction of banking customers, loyalty, gender approach, factors of customer satisfaction, purchasing of other productsJEL classification: G21IntroductionCustomer satisfaction monitoring has become one of the priorities of current entrepreneurs regardless the sector they operate in. It is widely accepted that satisfied customers are the basis of a successful company. This issue is even more important in saturated markets with homogeneous products where clients can relatively easily change their provider in case they are not fully satisfied.Compliance with the consumers' needs and requirements (Bilan, 2013), comprehensive customer care, and bank customer satisfaction are currently at the centre of attention of re-10.14254/2071789X.2015/8-1/14 searchers and bankers, as they represent important marketing variables for most of the companies, especially those working in more competitive markets (Munari, Ielasi, Bajetta, 2013; De Matos, Henrique, and De Rosa, 2013).A satisfied customer is of great importance for the current and future performance of commercial banks (Belas and Gabcova, 2014). Koraus (2011) states that a satisfied customer remains loyal and to keep him a company requires five times less effort, time, and money than to get a new one. Such a client is willing to pay a higher price, and to get this customer to leave to a competitor would mean reducing the price of the product by 30% at equal product value. A satisfied customer represents a free form of advertisement and is inclined to purchase other products. This gives back to the bank employees a sense of satisfaction and pride in their work and business.This traditional approach is based on the assumption that satisfied customers are less likely to switch their bank and are more willing to purchase additional products or services. However, various studies (Fraering and Minor, 2013; Murugiah and Akgam, 2015; Cohon, 2007; Zamazalova, 2008) did not confirm this relations and showed that even satisfied customers switch their bank if another one offers them a better product. There are two ways to explain these findings. The first is loyalty. Loyal clients have a more intense, emotionally based connection to their bank. Thus they are more resistant to competitor banksoffers even though these offers are of better technical parameters. The second way to explain the quitting of satisfied customers is that not only objective factors, e.g. conditions of products, price or distribution channels reliability determine their satisfaction but subjective emotions and experience are getting more and more importantCurrent theoretical research on the satisfaction and loyalty of bank customers examines the various attributes of this process. …