Abstract:
The main purpose of this study is to examine the effect of service quality on customer
satisfaction: a case study on solid waste collecting association, Gondar city, Fasil sub-city. The
study wasan explanatory and descriptive research design and used the quantitative research
approach. The structured Likert scale-based questionnaires were distributed and collected from
391 household’s respondents which was selected by non-probability sampling technique:
specifically, Purposive-sampling techniques of Fasil sub-city solid waste collecting service users.
The data was analyzed by undertaking the descriptive statistics, Pearson correlation and
multiple regression analysis. Results of the study revealed that among the five service quality
dimensions (reliability, responsiveness, assurance, empathy, and tangibility), the group mean
values for the level of tangibility, reliability, assurance was on average medium whereas
responsibility and empathy was low also the mean value of customer satisfaction below the
moderate which was low. Furthermore, the results generated by significant test was showed
service quality dimensionsreliability, assurance, responsibility, and empathyhas statistically
significant effect on customer satisfaction, but tangibility has not statistically significant on
customer satisfaction. As a result, the researcher concluded that, the higher the level of the
quality of the service from reliability, responsiveness, assurance, and empathy achieved, the
more the level of customer satisfaction would be achieved. In other words, the increased level of
reliability, responsiveness, assurance, and empathy also increases the level of customer
satisfaction in the study area.
