Tariku, Atomsa (PhD)Amanuel, Berhane2019-01-242023-11-192019-01-242023-11-192018-12http://etd.aau.edu.et/handle/12345678/16039A thesis submitted to the department of business administration in partial fulfillment of the requirements for the degree of Masters of business administrationCustomers evaluate a product or service in terms of whether that product or service has met their needs and expectations. Customer satisfaction is derived largely from the quality and reliability of products and services. Commercial banks encounter similar problems in meeting customer’s expectation of services and customer satisfaction. The general purpose of this paper was to assess the effect of service quality on customer satisfaction in Wegagen Bank S.C. The sample was 136 customers from five branches of Wegagen Bank Share Company operating in Addis Ababa city. Convenience sampling was used to select a sample. Data was collected using questionnaires and analyzed and presented using descriptive as well as inferential statistical tools including the use of frequency, tables and Pearson Correlation Coefficient and linear regressions with the help of Statistical Package for Social Sciences (SPSS) version 20. Research findings revealed that most of the customers who use Wegagen bank services are satisfied or find these services 'average'. The responsiveness and assurance dimensions of service quality found to be the significant contributors customer satisfaction. The determinant factors; responsiveness for customer’s need and assurance of the bank have been found to have a statistically positive effect on customer satisfaction hence there is need for Wegagen bank to improve on these determinant factors.en-USCustomerSatisfactionService qualityThesis