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The aim of this study was to examine how the quality of service delivery impacts customer satisfaction in the Assosa city administration, Benishangul Gumuz region (BGR), Ethiopia. The study followed a descriptive and explanatory research design. A total of 264 households participated in the quantitative survey, while 10 households were involved in the qualitative data collection. The study utilized the SERVQUAL model as the basis and employed a survey questionnaire for quantitative data and semi-structured interviews for qualitative data collection. Descriptive, inferential statistics, and econometric models were used to analyze the quantitative data, while the qualitative data was analyzed using a narrative method. The study findings revealed that the overall service delivery of the city administration in all five dimensions had an average score of 2.47 with a standard deviation of 0.757. Similarly, the customer satisfaction score was 2.58 with a standard deviation of 0.74, which is considered average. Regression analysis demonstrated that the service delivery dimensions (reliability, responsiveness, empathy, tangibility, and assurance) had a positive and significant impact on customer satisfaction. These quantitative findings were supported by the qualitative results. The study recommends that the city administration address the concerns of unsatisfied customers in order to improve overall customer satisfaction and service delivery. Taking action based on the analysis can help the city administration enhance their services and meet the needs of their customers.
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