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 has a positive impact on the external service quality. The
research model was developed and tested empirically through three main stages.
The first stage was based on the extensive review of the literature in order to identity the
concepts and measures of the internal and external service quality. In this stage, the
research objectives were identified. The second stage was concerned with the building of
the internal–external service quality model which proposed that the internal service quality
dimensions have a significant positive impact on external service quality. To identify
causal indicators for this relationship, some control variables were used and a set of
empirically testable hypotheses were developed. [Continues.]
A Doctoral Thesis. Submitted in partial fulfillment of the requirements for the award of Doctor of Philosophy of Loughborough University.