Assefa, Teklegiorgis (Assistant Professor)Habte, Elsa2021-06-082023-11-042021-06-082023-11-042014-05http://etd.aau.edu.et/handle/123456789/26755In today’s world business environment satisfying a customer is the ultimate goal and objective of all businesses. Customer satisfaction is a fundamental marketing construct especially for service producing companies and they have adopted it as a high priority operational goal. The main purpose of this study was to assess service quality and examine the impact of SERVPERF dimensions on the customer satisfaction at Wegagen Bank. The researcher employed questionnaire survey approach to see the attitude of the customers of Wegagen Bank and in this case SERVPERF instruments originally proposed by Gronroos (1990) and more developed by Cronin and Taylor (1992) applied the dimensions in designing questionnaire. In depth Interview was employed to collect data from the organization marketing manager. The researcher took 250 sample respondents from five branches; the sampling method applied was convenience and purposive sampling. The data analysis was conducted through statistical techniques such as descriptive statistics, Bivariate correlations and multiple linear regressions by using SPSS and Microsoft Excel. The finding indicates that the service quality of the organization is good based on the result of those dimensions. From this, the highest perceived service quality is observed in responsiveness and assurance. The regression result shows empathy has highest impact on customer satisfactions followed by assurance and responsiveness. From the data collected and result of the analysis, the study indicate that the five dimensions of service quality are positively correlated with the bank customer satisfaction, For this, the bank is advised to give strong emphasis to all the service quality dimension in maintaining and improving the service quality the bank providesen-USService qualitycustomer satisfactionSERVPERF dimensionsThesis