The interrelationship between internal marketing, employee perceived quality and customer satisfaction – a conventional banking perspective

This study explores how internal marketing influences employees’ perceived ability to deliver service quality in the conventional banking industry in Oman. The influence of employee perceived service quality on customer satisfaction is also established. Data was obtained from retail banking branch e...

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Autores principales: Leigh de Bruin, Mornay Roberts-Lombard, Christine de Meyer-Heydenrych
Formato: article
Lenguaje:EN
Publicado: Taylor & Francis Group 2021
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Acceso en línea:https://doaj.org/article/8d3304b71b3b497f9528c75024e5106c
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