Abstract:
The study employed explanatory and descriptive research design and used both primary and
secondary data sources. The populations in this study were passenger customers at Ethiopian
airlines at Gondar branch. Therefore, 100 (sample) passenger respondents at Ethiopian airlines
at Gondar branch Airport were selected for the purpose of this study. They were selected by
convenience sampling procedure and technique. The data were collected through questionnaire
and semi-structured interview. Descriptive statistics such as frequency mean and standard
deviation analysis techniques are applied to analyze respondents’ perception on service quality
dimensions and customers satisfaction. Besides, Pearson correlation and regression analysis
technique is applied to investigate the impacts of service quality dimensions on satisfaction and
to examine the level and test relationships and effects. The overall results of the study indicated
that in the correlation analysis of service quality dimensions (tangibility, assurance,
responsiveness, reliability and empathy) show, they all have positive and significant relation
with the level of customer satisfaction. The strongest relationship is observed on reliability and
assurance, while, empathy has relatively less relationship with the lowest mean value but it has a
big impact on customer satisfaction. The study also found that the regression model revealed
that, there were statistically significant relationship between quality service delivery dimensions
and customer satisfaction. The independent variables such as empathy, tangibility, reliability,
responsiveness and assurance together accounted for 78.1 % of variance in the dependent
variable of customer satisfaction. The study result identified that all service quality dimensions
have significant and positive impact on customer satisfaction. On the basis of the finding, it has
been recommended that Ethiopian Airlines Gondar branch should work hard to improve the
service quality in order to get satisfied customers. To increase the level of satisfaction more, it
should effectively manipulate the attributes by giving more training, by giving difference
incentives and rewarding good performer employees.
