Browsing by Author "Pathirana, B.P.S.V."

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    The Impact of E Service Quality on Customer Willingness to Adopt for Online Banking Services: With Special Reference to Private Banks Operates in Sri Lanka
    (Faculty of Graduate Studies, University of Kelaniya, Sri Lanka, 2016) Pathirana, B.P.S.V.
    This study examined the factors of E-service quality that affects adoption of Internet Banking among banking customers in Sri Lanka. Objectives of this study are to find out the relationship between electronic service quality and customer satisfaction for electronic-banking in Sri Lanka, to evaluate the influence of a banking service qualities on adoption of Internet banking among private bank customers, to explore the relationship between E Service Quality and customer satisfaction on internet banking customers in private banks, to understand customer prospects and their desire in e-banking sector, to help in assessing E service quality factors in the context of online banking. The methodology used in this study was quantitative. Survey questionnaires was developed based on the previous studies. Data was gathered through face to face interviews from 89 respondents. Total of 200 survey questioners distributed among Internet Banking Users of above three banks and received 89 with complete answers. Data was analysed using descriptive statistic and correlation analysis. Cronbach’s Alpha was used to measure the reliability of the data. This study identifies six factors of e service quality that affect Internet Banking adoption. Those are Responsiveness, Web usability, Personalization, Trust, Reliability and Privacy and Security. Results show that a greater variability in adoption of Internet Banking can be explained by Responsiveness, Web usability, Personalization, Trust, Reliability and Privacy and Security. The findings of this study help the bank management to strengthen the bond between the banks and their customers, thereby helping them to retain and/or expand their overall customer base.
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    Usage of Electronic Customer Relationship Management in Online Banking in Sri Lanka
    (4th International Conference on Social Sciences 2018, Research Centre for Social Sciences, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2018) Pathirana, B.P.S.V.
    Sri Lankan Banks and Finance companies are forced to provide online banking/internet banking their customers due to rapid advancement in the information communication technology and new technological adoptions in the banking and financial sector. Current advancements in the mobile data services and internet based services changed the consumer behavior and current banking and finance customers are more favorable to use remote banking channels and online banking apps. This has completely changed the banker customer relationship and reduced the physical relationship/contact with the customer and the bank. Due to lack of face to face interaction between bank and customer in online banking and remote banking create huge service gap for them how to serve and maintain effective customer relationships in online banking environment. This study investigated how Sri Lankan banks use “Electronic Customer Relationship Management” (E-CRM) tools to maintain profitable customer relations in online / remote banking. A qualitative study was conducted for three Sri Lankan Banks to find their E-CRM practices. Research methodology used is questionnaire and focus group interviews. The findings revelled that banks use E-CRM tools to profiling and assessing their customers, customer retention, cross selling, recognise the customer need for the trade-off between extracting and delivering customer value, and increase the profitability (for customer and bank) of transactions by reducing transaction cost.It was identified continuous staff training and customer feedback is critical for the successful implementation of E-CRM strategy in banks.