This research is based on the requirement of QoS in financial institutions since there are many aspects that we consider to qualify good service, currently there are multiple factors of competitiveness and customer satisfaction, which is why This research was conducted to identify the determinants of service quality in the Central Agency Credit Bank of Peru in the city of Tarapoto. It has been prepared in the nonexperimental cross-sectional design and research method that was used in this project was inductive. This research has been prepared following the methodological guidelines of the SERVQUAL, where the operating aspect relates to the performance of the service, the physical aspect has to do with the appearance of facilities, new technologies include virtual media like the Internet and telephone banking, and human aspect comprises the attitudes and skills of employees in the service...