The man purpose of the research is assessment of the factors that affect customer satisfaction on service\nquality in Ethio Telecom Dawro zone. To meet this objective both primarily and secondary data were collected.\nOf 300 respondents were employed. The primary data were collected to study customer satisfaction and using\nSERVQUAL model to measures customer satisfaction through service quality dimensions namely: reliability,\ntangibles, responsiveness, empathy and assurance. Data analysis was done using descriptive statistical tools,\ntabular, frequency and percentage. The studies were identified that factors affects customer satisfaction on service\nquality and the relationship between service quality and customer satisfaction. From the results obtained, the\nconsumers perceive service quality was good but it not more attractive in most variables and dimensions. So service\nquality has an impact on customer satisfaction and that shows there is a positive relationship between customer\nsatisfaction and service quality.
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