The impact of internal marketing on the perception of service quality in retail banking: A Ghanaian case

摘要: Although there is a large volume of literature on internal marketing, limited empirical evidence its impact the perception service quality in developing nations. A review marketing and has been completed. survey 32 top managers, 100 employees 200 external customers major bank Ghana was undertaken to assess quality. The results suggest that can have an influence Implications study are highlighted, limitations noted directions for future research outlined.