Abstract
Excellent customer service quality is considered a key success factor for organisations
to be profitable and sustainable requiring strategies that drive internal service quality for
frontline managers, who interact with the external corporate customers. This research
was requested by a South African corporate bank (Bank X). The purpose was to explore
frontline managers’ perceptions of internal service quality to determine if it was
necessary to do further research to guide strategic internal service quality system
improvements. Descriptive research was conducted to collect data from frontline
managers via a self-administered, quantitative, online survey. The survey indicates that
managers perceive gaps in support staff responsiveness in terms of timing of information
communication. This study suggests that it would be worthwhile for the bank to further
explore the current situation to establish exactly where improvements in internal service
quality can be made.