4
management of internal services that needed to develop the performance of
services quality.
Figure 1. Conceptual framework of thesis
The literature review is considered as a secondary data of this
dissertation
which aimed to ensure reliable sources, relevant theories and tacit
knowledge
to support the research developments and objectives, and to answer the
research questions theoretically? The third chapter discusses the research
methodology that relevant to collect data from mixed methods (quantitative and
qualitative) approaches which include sampling, questionnaires, and interviews.
In addition, this chapter explains how the variety of the data collection is
dissected in mixed methods and describe the reliability and validity of the
collected sources in depth.
1. Introduction
Background of the study.
Research objective, problems, and
questions
.
2. Litreture Review
•
External services management.
•
Internal services management.
•
SERVQUAL instrument .
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