The banking industry of Ethiopia plays a crucial role for the economy of the country. As thernfinancial institution and service sector the activities of the commercial banks mainly dependrnon customers. By delivering quality service customer satisfaction has become the issue ofrnsuccess for the banking industry. This research has considered critical literature reviews ofrnstudies which were done with related to customer satisfaction with the objective of examiningrnquality service delivery factors and the impact on customer satisfaction. Since there is stiffrncompetition in the banking industry of Ethiopia; customer satisfaction is the means of gainingrncompetitive advantage within the industry. And this study used a quantitative researchrnapproach with purposive sampling technique to select two private and one public bank out ofrneighteen banks in the industry. Primary data source (questionnaire) was used with a totalrnsample size of 400 respondents. For this study the dependent variable is customer satisfactionrnwhereas the independent variables are; technology, bank accessibility, employee competency,rninternal processes and office layout. And the questionnaire data which was collected by usingrnlikert scale was analyzed by using descriptive and inferential statistics (ANOVA, correlationrnand multiple linear regression models). ANOVA was used to test the relationship betweenrndemographic characteristics and customer satisfaction and the result showed that there is arnrelationship between (age and level of education) and customer satisfaction. And based onrnthe regression analysis, there is insignificant (weak) relationship between technology andrncustomer satisfaction. On the other hand, there is significant impact between fourrnexplanatory variables (bank accessibility, employee competency, internal processes andrnoffice layout) and customer satisfaction in service quality of both public and private banks.rnThus to excel the service quality and to satisfy the customers the commercial banks shouldrnimprove the service. Network and power interruption, lack of competent employees and gapsrnin awareness creation for the banking service to the customers in easy and understandablernmanner are the causes for poor service quality. Therefore, to achieve the objectives and goalsrnthe commercial banks should give appropriate solutions for the identified problems tornovercome customer dissatisfaction in service quality.