ICAM-2017

Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/17521

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End date: 2017Subject: search.filters.subject.Service Quality

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    EXAMINING CRITERIA USED BY PARENTS WHILE SELECTING SCHOOLS FOR CHILDREN COMPARING SERVICE QUALITY MEASUREMENT APPROACHES: A DEVELOPING COUNTRY PERSPECTIVE.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Synthia, I.J.; Chowdhury, T.A.
    The study examines the diverse attributes used by the parents while selecting schools for their children in urban Bangladesh and proposes a statistically significant five dimensional 22-item school choice index. Methodology of the study is based on 1121 data collected randomly that demonstrate factors affecting parents to perceive the service quality of the educational institutions (private and public) before taking admissions for their children. Transparent admission policy was found to be the top ranked determinant of school selection followed by indicators such as performance of the teachers, school’s ability to build critical thinking skill among students, parents-teacher relation and sincerity of the school management. Even though academic achievement was considered to be a critical performance indicator of service quality, our results revealed that this is not the top most school selection criterion. Rather, parents accentuated more towards development of good skills, morality, self-discipline etc. Dimension wise results found that ‘responsiveness’ and ‘school’s image’ in the society were the most vital measure factors. Additionally, the paper compared the factors used with the sought-after service quality measurement frameworks (Gronroos Model, SERVQUAL, SERVPERF) which postulated that it is impractical to assume that generic models capture a detailed perspective of a complex sector like education and stressed to adopt a context specific view of service quality combining multiple theoretical approaches.
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    AN ASSESSMENT OF RETAIL SERVICE QUALITY: AN EMPIRICAL STUDY OF THE RSQS IN SRI LANKAN SUPERMARKETS
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Nihas, R.R.
    eterminants of customer satisfaction. It has also become the key to sustainable competitive advantage for mainly service dominant organizations as well as for the grocery retail sector. This study attempts to measure the consumers‟ perception on retail service quality and its impact on customers‟ satisfaction in supermarkets in Sri Lanka. In order to collect primary data,168 retail shoppers from major supermarket outlets in Colombo district were contacted. The Retail Service Quality Scale (RSQS), which comprised of 27 retail service quality items under five dimensions namely, physical aspects, reliability, personal interaction, problem solving and policy has been used as the data collection instrument. The results of the study were shown that the retail service quality has a positive correlation with customer satisfaction. Further, 80 percent of the variation has been found which is also in the significant level. It means that, customer satisfaction in the retail supermarket is determined or influenced by the retail service quality. Therefore, service quality is viewed as strategic formula in the marketing practices among retail outlets to enhance the customer satisfaction in both developed and developing countries. Before we come to the general conclusions in the Sri Lankan context, studies among retail service quality should be taken in the various service industries. Further, the concept like retail service quality should be connected with customer loyalty, customer retention and brand equity to get the more insights in the marketing practices of the retail supermarkets. Additionally, we suggested to the future researchers or scholars to carry the research on the factor analysis in order to find out the applicability of RSQS in the Sri Lankan perspective
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    HUMAN RESOURCE MANAGEMENT PRACTICES AND SERVICE QUALITY - REFERENCE TO PRIVATE HOSPITALS IN SRI LANKA
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Victor, L.D.; Kennedy, F.B.
    The human resource management practices, which play a central role in the exchange relationships between the organisation’s management and its employees, are connected to every stage of the employment circle, and through these engagements employees obtain valuable information about the organisation and the way it is managed. These activities show employees, in practice, what is valued in general, and how the organisation views them in particular. When employees deal with customers they bring to the interaction their perceptions of human resource management practices. This might have an effect on service quality. The marketing discipline defines quality as meeting or exceeding the expectations of customers and the customer satisfaction is driven through high service quality. Increased levels of competition have compelled many health care organisations to learn how to differentiate themselves and consequently, assessments of service quality have become critical for hospitals. This research undertaken from Patients’ and Human Resource Manager’s points of view to find out the impact of human resource management practices on service quality in the private hospitals. A survey was conducted with 75 Human Resource Managers of the private hospitals and their 745 customers. The researchers used SPSS 16.0 to analyses the data. The study concluded that the human resource management practices have impacted on service quality at a high level of human resource manager to the patients of private hospitals and resulted that the five human resource management practices accounted for 93.7% of the variation in service quality, while the 6.3% of variation was unexplained by these variables.
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    CAB SERVICE QUALITY IN SRI LANKA: A COMPARATIVE STUDY BETWEEN COMPANIES AND INDIVIDUAL CUSTOMERS
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Heruppage, K. S.; Aththanayake, A.M.A.S.; Samarasekara, P.G.S.T.
    Number of cab services has been organized to serve the travelling needs of individual and companies to gain smoothly driven day to day activities. Competitive and competent rivals are being attracted by the growing fleet management industry in Sri Lanka. Similarly doing research in this field is providing an great insight for the fleet management companies that how to organize their mobile services cape in efficient manner related to service quality dimensions. Even though it is an emergent industry, it’s reflects the less number of research data regarding the expected service quality and the perceived service quality of their customers. The objective of this research was to compare the customer satisfaction between the corporate and individual’s needs. The research has been carried out through a questionnaire survey among the 187 individual customers and 176 corporate clients. Quantitative types of data gathering and analysis tools drives to reveal the results from selected sample. The results have revealed that there has a significant difference of gap between the performance and expectation between individual and corporate clients. in relation to all dimensions of SERVQUAL model, which are tangibles, reliability, responsiveness, assurance and empathy. Finally, there was a significant difference only for the dimensions of reliability, tangibility and assurance.
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    SERVICE QUALITY AND CUSTOMER SATISFACTION: A STUDY OF RESTAURANTS IN VAVUNIYA DIVISIONAL SECRETARIAT.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Pushpanathan, A.
    Service quality is important to the service supplying organizations including the restaurants. The restaurateurs should consider more about quality of their services. Then, they can compete with their competitors successfully. The service quality is the key ingredient for every customer. That kind of importance for service quality should be given by the restaurateurs. Customer is the key person who describes the quality. Restaurateurs should give their services according to the customers’ requirements. If customers get quality services from the restaurants, they will come to those restaurants to get their services again and again. It will help to restaurateurs to improve their customer base and they can improve their position in the market. The main objective of this study is to identify the relationship and impact of service quality with customer satisfaction of the Restaurant industry in Vavuniya Divisional Secretariat. The five dimensions in SERVQUAL model identified by Parasuraman et al., was used as independent variables - Tangibility, reliability, responsiveness, assurance and empathy- and Customer satisfaction is considered as the dependent variable in this study. 100 customers are randomly selected from the 05 restaurants in Vavuniya Divisional Secretariat and the data were collected from the selected customers in the restaurants. The data were entered in SPSS 20 package. The correlation and regression analysis were used in the present study. The finding of the present study indicated that the service quality and customer satisfaction