الفهرس 
قائمة المحتوياتيوجد فقط 14 صفحة متاحة للعرض العام
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المستخلص
This research aimed to study the role of internal service quality in achieving customer satisfaction, and it was applied to Telecom Egypt in Mansoura, and the researcher relied on a comprehensive survey of 350 employees of Telecom Egypt in Mansoura, as well as 350 individual customers of Telecom Egypt, as they represent the correct retrieved lists where the target was 384 single because the number of the company’s clients in Mansoura exceeds ten thousand clients, and the researcher used 2 survey lists that were prepared for the purpose of collecting data on the search variables, which represent the quality of internal service (as an independent variable) and customer satisfaction (as a dependent variable), the statistical packages program (SPSS) and the AMOS program were used in conducting the statistical analysis of the field study data, and the researcher also used the Cronbach Alpha coefficient to calculate the reliability and validity coefficients, and the researcher reached several results represented in the presence of a direct significant effect. The quality of internal service on employee satisfaction, there is a direct moral impact of the quality of internal service on employee satisfaction, there is an indirect moral effect of the quality of internal service on the quality of service There is an indirect moral impact of the quality of the internal service on customer satisfaction, there is a direct moral effect of employee satisfaction on the quality of service, there is an indirect moral effect of employee satisfaction on customer satisfaction, there is a direct moral effect of service quality on customer satisfaction, the moral impact of internal service quality on customer satisfaction when mediating both employee satisfaction and service quality.