Berhanu, Elias (PhD)Ouga, Geremew2018-07-112023-11-042018-07-112023-11-042016-05http://etd.aau.edu.et/handle/123456789/7908This study was conducted to assess the health service delivery and customer satisfaction of the service offered to outpatients in Menelik II Hospital in Addis Abeba. A cross sectional, descriptive study was conducted on a sample of 102 service users of the indicated hospital using convenience samples of non- random sampling technique. Data were collected using structured questionnaire and analyzed by SPSS windows version 20.0. Logistic regression model was also used to examine the effect of selected variables on patients’ satisfaction with hospital services. Among the 102 outpatients, 65.7% were satisfied with pre- medical services while 34.30% were dissatisfied. Besides, 70.62% of the outpatients were satisfied with the overall health service deliveries. Furthermore, 82.35% of the outpatients were also relatively satisfied with the ability of the doctor to answer patient’s questions while 40.2% were relatively highly dissatisfied with the information provided about the hospital services and flow. On the other hand, the overall patients’ satisfaction towards health service deliveries has also showed statistically significant association with the availability of drugs and laboratory test as well as with the hospital management to solving their problems. Moreover, this study also showed that the overall satisfaction of patients towards pre-medical services was significantly associated with that of the satisfaction of patients towards health service deliveries. Therefore, those patients who were dissatisfied with pre-medical services have a high tendency to be dissatisfied with hospital services. Key words: satisfaction, customer satisfaction, service delivery, service qualityen-USSatisfactionCustomer satisfactionService deliveryService qualityThesis