Abstract:
Recently higher institutions are widely expanding in Ethiopia to contribute towards the holistic
development of the country. Office of the registrar of higher institution is the initial entrance to
the services provided by the institution in the teaching-learning processes. The services that the
office of registrar provides to the students and the employees need to be to the standard
acceptable to service takers. The main purpose of the study is to investigate the effect of service
quality on customer satisfaction in Jimma University the case of registrar services. Hence, cross
sectional study was conducted and a stratified simple random sampling technique was employed
to enable select the respondents from the eight strata (College) of Jimma University. Close
ended questionnaire were used to collect data from respondents selected from students, and from
academic staffs. Three hundred and fifty nine 359, participants were selected through
convenience sampling technique. The SPSS statistical packages were used to analyze data.
Multiple linear regression models were used to determine how well the service quality,
dimensions such as the tangibility, reliability, responsiveness, assurance and empathy
significantly predict the variance in the CSa of the registrar. The assumptions for linear
regression model analysis were met. The finding of this study also indicates that customers were
most satisfied with the assurance dimensions of service quality. On the contrary, customers were
less satisfied with tangibility dimensions of service quality. The study concluded that, the
correlation between the CSa and the dimensions were positive and statistically significant. Based
on the results of this study, it is recommended that the Office of the Registrar should prioritize
the SQ dimensions to provide quality service on customer satisfaction
