Staff perceptions of service quality in Egyptian commercial banks: an internal and external perspective

The main objective of this research is to examine the relationship between the internal and external service quality dimensions in Egyptian commercial banks. To achieve this objective, the thesis introduced the internal–external service quality model which proposes that the internal service quality...

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Bibliographic Details

Main Author:	Hossam E.M. Abou Elanain
Format:	Default Thesis
Published:	2003
Subjects:	Other commerce, management, tourism and services not elsewhere classified Internal marketing Service quality Customer service Banking Service marketing Employee attitudes Service encounter Service climate Egypt Customer-Contact Service Employees Model Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/7577
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