Determinants of Service Quality and Their Impact on Customer Satisfaction: The Case of Commercial Bank of Ethiopia Woldia District.

<strong><em>Abstract</em></strong> <em>All types of customers whether retail or corporate, are important to banks. Therefore,customer satisfaction is an important ingredient for this industry which is closely related with service quality (Spreng and MacKoy, 1996; Silvestri et al., 2017).The general objective of this study is to identify the determinants of service quality and their Impact on customer satisfaction. The outcome of study will enhance the Bank’s competitive Position in the banking industry and ensure its survival. Convenient sampling technique was Employed in the study with Statistical Package for Social Scientist (SPSS) used in the analysis. In this research, the SERVQUAL instrument developed by Parasuraman (1985), has been applied in designing the questionnaire by using five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. Questionnaires are distributed to 400 customers of the seven selected branches in woldia. The questionnaire aimed to determine the service quality on customer satisfaction of the bank. The findings showed that the dimensions of service quality such as tangibility, reliability, responsiveness, assurance, and empathy are positively correlated to customer satisfaction. Data collected from respondents are analyzed by using descriptive, correlation, and regression analysis. It can be concluded from the analysis that customers were satisfied with service delivery of CBE woldia district.</em>