BEHAILU BIRHANU2026-02-032024-02https://etd.hu.edu.et/handle/123456789/543The objectives of this study was to assess customer satisfaction by different variables like quality, price, service provision, after sales service and security then put clear recommendation and conclusion to the company accordingly. To attain this objective, the study utilized both interview and questionnaire survey. In depth personal interview was made with Ethio telecom management members to understand the service delivery mechanism and 290 questionnaires were distributed across residential and enterprise customers in shashemene. The survey questions were developed based on Likertscale questions and customers were asked to rate their satisfaction across the parameters identified. This paper used descriptive research design in order to obtain pertinent and precise information about the satisfaction level of customers being studied and qualitative methods were employed to describe the service delivery mechanism and narrate open ended questions in the questionnaire whereas quantitative methods were used to show the phenomenon in numbers. After data collection, the collected data was analyzed using SPSS 23.0 and Microsoft excel software packages. Then the data organized, tabulated, depicted, and described in a way that can attain the objective of the study. Finally, the finding shows that customers were not satisfied with the service provisioning, pricing, quality, and after sales support. Thus, Ethio telecom should learn a valuable lesson from this specific study since the study guides the higher official on which facet of customer satisfaction area should focus.Service provisioning issue was measured using five basic questions and the finding of the study shows that customers are not satisfied with the service provisioning/delivery mechanism. In addition, using four basic FBBI questions, assessment was taken among enterprise and residential customers. It was found that customers are dissatisfied with the current pricing scheme employed by Ethio Telecom. Price of the service was measured using five basic questions and the finding of the study shows that customers are not satisfied with the price mechanism. In addition, using four basic FBBI questions, assessment was taken among enterprise and residential customers was found that customers are dissatisfied with the current pricing scheme employed by Ethio Telecomen-USFixed broadbandcustomer satisfactionservice provisioningafter sales supportThesis