Purpose: This study examines the degree and the extent to which the satisfaction/delight of cellular network customers in Botswana is affected by the service delivery skills of network employees, the value received from offerings of the network and the trust that they have within a service...

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...