This study examined the influence of employee motivation on service delivery in commercial banks, with a specific focus on Centenary Bank Kabale Branch. The objectives of the study were to identify the key intrinsic and extrinsic motivational factors influencing employee performance, to assess the level of service delivery as perceived by both employees and customers, and to determine the relationship between employee motivation and service delivery outcomes. A cross-sectional research design was employed, and data were collected from both employees and customers through questionnaires and interviews. Multiple linear regression analysis was conducted to determine the statistical relationship between the variables. The results revealed that intrinsic factors such as recognition, career growth, and sense of responsibility had a significant and positive effect on employee performance, while extrinsic factors including salary, incentives, and working conditions also showed strong predictive power on motivation. Service delivery was found to be significantly influenced by employee motivation, particularly in areas of service timeliness, customer satisfaction, and employee courtesy. The findings further showed that recognition (β = 0.512, p < 0.01), salary and incentives (β = 0.463, p < 0.01), and service timeliness (β = 0.476, p < 0.01) were the strongest predictors of enhanced service delivery outcomes at Centenary Bank Kabale Branch. It was concluded that employee motivation was a critical determinant of service delivery effectiveness within the branch. Both intrinsic and extrinsic motivators played complementary roles in shaping employee performance and customer experiences. Banks that invested in both recognition and career development, alongside fair compensation and conducive work environments, recorded improved levels of service delivery, customer satisfaction, and overall organizational performance. The study recommended that Centenary Bank Kabale Branch should strengthen employee recognition systems, improve salary and incentive structures, and provide continuous training and career development opportunities to sustain motivation. Furthermore, management should adopt a customer-centric approach by promoting service timeliness, courtesy, and reliability while embracing supportive leadership practices that encourage employee participation and engagement. Continuous monitoring and evaluation of motivation and service delivery strategies were also recommended to ensure responsiveness to changing employee and customer expectations.