Browsing by Author "Cooray, N.H.K."

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Determinants of customer satisfaction level in tourist hotel industry with a special reference to the north of Colombo
(The International Institute of Knowledge Management, Colombo, Sri Lanka, 2015) Herath, H.M.R.P.; Cooray, N.H.K.; Perera, H.S.P.
Tourism industry today is one of the world’s fastest growing industries. Sri Lanka with its glorious past has ensured that the present and subsequent generations that have plenty of historical and cultural heritages to be proud of. Tourism Industry is playing a vital role in the GDP of Sri Lankan Economy. In today’s context the tourism industry is growing rapidly after the war in Sri Lanka. Therefore tourist hotels and Sri Lankan government are responsible to attract the tourists to the country so they must precisely identify what their needs and wants are, particularly with what they are unsatisfied. Therefore identifying determinants of customer satisfaction level in tourist hotel industry is very crucial to increase the customer satisfaction in Tourist Hotels. The main objectives of the study is to find out the determinants of customer satisfaction level of tourist hotel industry in the North of Colombo and measure the relationship between the identified determinants on customer satisfaction level of tourist hotel industry in the North of Colombo. The data were collected from 100 tourists based on convenience sampling technique. These 100 tourists were boarded in the North of Colombo Hotels. The data were collected through a structured questionnaire and the hypotheses were tested using correlation analysis which clearly identifies the relationship between the dependent and the independent variables. This data was further analyzed on different factors and researcher tried to find out the impact of various factors on overall tourist satisfaction. The satisfaction was also analyzed gender wise, which gave an idea that in overall women are more satisfied than men. The recommendations were also then made for the Sri Lanka tourist hotels to enhance their level of customer satisfaction.
Organizational Structure Influence on the Technological Adaptation by the SMEs in Sri Lanka: With Special Reference to Automobile Industry
(Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Herath, H.M.R.P.; Cooray, N.H.K.
In most of the developing countries the development in the Small and Medium Enterprises (SMEs) is a critical factor in the economic development in the country. However, SMEs have disadvantages related to the lack of technological and financial resources which can lead not only to problems in their ability to source technology but also in their capability to absorb it into their organization and diffuse it into their industrial sector (Jones-Evans, 1998). In this context the adopting the new technology is an important factor in the development in the SMEs. According to the Mirmahdi Darbanhosseiniamirkhiz et al (2012) the mostly the SMEs in non-adapting the technology due to the internal organizational factors. The objective of this study is to assess the level of influence by the organizational structure in the adapting the new technologies in the Small and Medium Enterprises (SMEs) in the Sri Lankan context. The objective of the paper provides better understanding to the SMEs to organize their organizational structure to achieve the desired goals and objectives by utilizing the hard technologies in the organizational context. In this context the research problem is to identify the relationship between the organization structure and the technological adaptation by the SMEs in Sri Lanka. This study consists with the comprehensive literature review and also with the primary data gathering based on the questionnaire. This paper is a theoretical construction that synthesizes previous studies, and centers on the internal organizational structure which influence adoption of hard technologies. According with the research finding of close relationship between the organizational structure and the technology adaptation by the SMEs. This model can provide managers with practical solutions through granting in-depth understanding of whole internal environment, and awarding empirical insight into overcoming barriers to the adoption and implementation of hard technologies and other process innovations in automobile sector SMEs in Sri Lanka.
A Study on Sales Performance of Liquefied Petroleum Gas Dealers in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Ubayachandra, E.G.; Cooray, N.H.K.
This study is an empirical investigation into the extent to which LPG dealers are market oriented and the degree of their sales performance. For the convenience of analysis, study was restricted to seven provinces namely Central, North Central, Eastern, Southern, Western, Sabaragamuwa and Uva Provinces. With the aid of nonrandom convenience judgment sampling technique which helped to get sample on comparable basis 198 LPG dealers were selected. For collecting data, 198 questionnaires which were received back without rejection were administered among the selected respondents. In reviewing the scores obtained by LPG dealers over five year time period ranging from 2004 to 2008 it seems that the scores obtained by LPG dealers above 100% and between 100%- 80% are less than marks scored between 80%-70% and below 60% as revealed by the annual dealer scorecard evaluation process, 2004-2008. Further it was noted from preliminary data survey that customer expectation has not been satisfactorily fulfilled by the LPG dealers. (A.C. Nelson’s Report, 2008). Thus, the central problem of this study was why such poor situation has taken place in this sector? The key objective of this study was to examine the extent to which LPG dealers are market oriented. Specific objectives were to identify the marketing practices of dealers to retain existing customers, to identify the endeavor made by the LPG dealers to attract new customers, to identify how often LPG dealers share customer feed-back and competitor information with staff and to provide a better set of suggestions to get LPG dealer market oriented and to get their sales performance higher. Consistent with these objectives research questions were raised. They are; what is the degree of market orientation? What is the attempt made to retain existing customers? What is the endeavor made to attract new customers? How often do LPG dealers share customer feed-back and disseminate competitor information with staff? In addition to descriptive statistical tools which were used to present data, correlation analysis was employed to test the respective hypotheses. For more clarification SPSS computing software version was associated. Based on the results of discussion it was able to make a conclusion that intelligence collection, intelligent dissemination and response to intelligence highly affect the sales performance subject to the moderation made by market orientation.