Internal Service Quality has become very imperative to a company as a whole. Earlier studiesrnshow that much concern have been shown for investigation of external e-banking service qualityrnand a number of propositions are forwarded by researchers to understand and explain thernrelationship on the factors that influence external customer satisfaction. However, less attentionrnhas been given to understanding and explaining the factors that contribute to the internal ebankingrnservices quality. Hence this research is undertaken to fill this gap. Therefore, this studyrnintended to explore the major factors available in CBEs internal e-banking services whichrnhinder the effective application of internal E-banking service quality.rnThe study utilized a single exploratory case study method; the input data are collected throughrninterview, observation and document analysis. For the primary data fifteen participants, selectedrnby purposive sampling were interviewed. To analyse the collected data open coding, axialrncoding and selective coding techniques of the ground theory analysis method is used. Finally,rnfinding is validated by expert judgment and cross-checking existing work.rnThe finding of the study identified determining factor for internal e-banking services quality suchrnus; product implementation process, management commitment, technological capability,rncommunication, strategic factors, teamwork and team composition, vendor management andrnknowledge gap.rnThe identified factors for internal E-banking services quality would, therefore, be an importantrnstep towards improvements in the internal E-banking services quality in the selected caserncompany. Hence, the finding provides first-time insights and will help management to betterrnunderstand factors for improving and delivering quality service.