Amanuel Gebru (PhD)Getachew Bekele2024-05-302024-05-302022-12https://etd.aau.edu.et/handle/123456789/3048This research aimed to investigate the effect of organizational culture on customer satisfaction in Kazanchis Service Center. The study essentially employed mixed method research approach which means quantitative and qualitative approach. Italso employed descriptiveandexplanatory research design to answer the research questions. The primary data was collected through self-administrated questionnaire and structured interview. The target population of this research was 22,000 customers of the service center. The sample size of this research was393 customers. The sample size was determined based on Yeman’s 1967 sampling formula and it used stratified random sampling techniques. After the validity and reliability test of the research instrument was conducted through pilot study.The researchquestioners were distributed to 393respondents among these 373 (95%) of respondents fill and returned the questioners. Additionally, structured interview was conducted with selected key informants.The descriptive and inferential statistics was done by using statistical tools like mean, standard deviation, correlation and multiple liner regressions. Statistical package for the social science (SPSS) version 20was used to analyze the collected data. The final result was presented by using different tools like bar graph, table and pie charts. The study explored that all independent variableshave significant effect on customer satisfaction except stability subculture. There was positive and strong relationship between the dependent and independent variables according to the correlation analysis of the study. The regression analysisindicated that organizational culture was able to predict customer satisfactionby 81.4% the remaining 18.6% wasexplained by other exclude variables which have not been addressed in the study. The research finding indicated that customersatisfactionhighly affected by organizational cultureand 67% customers were dissatisfied by the service provision of the service center.It is also indicated that all organizational culture dimensions were not practiced in the right way for this reason, the satisfaction level of customers negatively affected by the culture of the service center.Therefore the researcher recommended the service center should give due attention for organizational culture to enhance its customer satisfaction. Key Words: Organizational Culture, Customer Satisfaction, Result Orientation and Team Orientation.en-USOrganizational CultureCustomer SatisfactionResult Orientation and Team Orientation.Thesis