Organizations existence is depending up on their customers' existence with them. Customers' require quality service from the service provider. So that service quality is pivotal for satisfying customers, retaining them and crating loyalty amongst customers. To insure this, companies should understand their customers' needs and preference and serve accordingly. So this study will give insights for Ethiopian Revenues and Customs Authority (ERCA), different organization marketing managers and further research scholars to dig more on Service quality and customer satisfaction.