ICAM-2017

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

Browse

Start date: 2017Subject: search.filters.subject.Sri Lanka

Search Results

Now showing 1 - 6 of 6
  • No Thumbnail Available
    Item
    DIMENSIONALITY OF SERVQUAL: A CASE STUDY IN SRI LANKAN VETERINARY HOSPITAL
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Weerasiri, R.A.S.; Dassanayake, P.S.
    Sri Lanka is a gifted country with precious natural resources and strong cultural heritage which nurtured mainly by Buddhist philosophy. However, globalization by technology, liberalization of economy associated with economic growth and rapid urbanization made greater demand for veterinary healthcare which leads to high competition among veterinary healthcare providers. The most important competitive edge associates with delighting customers by offering an unimaginable service quality. Furthermore, there’s a vacuumed space in literature regarding measuring service quality and relationship between service quality and customer satisfaction in Sri Lankan veterinary healthcare. Therefore, purpose of this study was threefold. They were to examine dimensionality of SERVQUAL, confirm service quality model and determine relationship between service quality dimensions and customer satisfaction. This study carried out at Out Patient Department (OPD), of Sri Lankan Veterinary Hospital. The sampling technique was systematic random sampling and selected sample size was two hundred respondents. Data collection done by administering questionnaire just after experiencing service delivery. Data analysis done by Exploratory Factor Analysis, reliability test, tests for convergent and discriminant validity, unidimensionality, followed by Confirmatory Factor Analysis. From the results of earlier tests, researchers were able to confirm model with goodness- of-fit with only four dimensions. Namely, empathy, assurance, reliability and assurance. According to confirmed model, researchers were able to formulate hypotheses and further analysis by multiple regression analysis revealed all four hypotheses were acceptable. Finally, researchers conclude, empathy, reliability, assurance and tangible dimensions of SERVQUAL has positive impact on customer satisfaction in Sri Lankan Veterinary Hospital. The most important dimension for customer satisfaction was empathy and followed by assurance.
  • No Thumbnail Available
    Item
    THE MODERATING EFFECT OF FIRM SIZE ON THE RELATIONSHIP BETWEEN ENTREPRENEURIAL ORIENTATION AND MARKET ORIENTATION: EVIDENCES FROM SRI LANKA.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Tennakoon, W.D.N.S.M.
    The entrepreneurial orientation and marketing orientation can be viewed as two interrelated strategic responses those address the environmental uncertainty. These two are found to be highly related, yet carrying both a combined effect and a specific bearing on organizational performances. Nevertheless the size of the business appeared to be governing this relationship. Thus, the focus of this study is to test the moderating effect of the firm size on the association between entrepreneurial orientation and market orientation. A quantitative study was conducted with the participation of 128 conveniently selected business entities. The unit of analysis is a firm where the data was collected from the/a founder or a top management representative from each firm. The survey instrument was adopted from existing literature after ensuring the reliability of the scale. The results of Ttest and partial correlation analysis indicate a strong positive relationship between entrepreneurial orientation and market orientation provided that the firm size is high. The strength of the relationship appeared to be lessened for smaller firm sizes. The theoretical implication claims the necessity of accounting the firm size when assessing the relationship between entrepreneurial orientation and market orientation while practical implication suggests small firms to pay much attention to employ remedial strategies to strengthen the above relationship.
  • No Thumbnail Available
    Item
    A RELIGIOUS BASED PERSPECTIVE OF CROSS CULTURAL STUDY ON ATTITUDES TOWARDS ADVERTISMENTS.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Shameem, A.
    In the competitive environment, organizations use several marketing communication strategies to enhance their product awareness as a promotional tool. Telecasting mode of advertising is one of the leading and successful tooling which famous among the marketers and consumers. The aim of this study is to investigate the religious based cross cultural study on attitude towards advertisements. The objectives of this study were to identify the cross-cultural issues on attitudes towards controversial advertising, to identify the relationship between gender group on controversial advertising, to identify the relationship between religion and controversial advertising. The data were collected by questionnaire and interviews with undergraduates from four religions in Sri Lanka. This study was quantitative and qualitative in nature and used convenience sampling technique using self-administrated questionnaire and checklists. This was enhanced by several secondary data such as published materials. According to the analytical data, it indicated that religious based crosscultural identity has significant impact of controversial advertising. Also, surveyed data has proven that there is a significant impact in controversial advertising between gender groups and religion. This study will help to policy makers and managers of organizations.
  • No Thumbnail Available
    Item
    DIMENSIONALITY OF SERVQUAL: A CASE STUDY IN SRI LANKAN VETERINARY HOSPITAL.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Weerasiri R.A.S.; Dassanayake P. S.
    Sri Lanka is a gifted country with precious natural resources and strong cultural heri tage which nurtured mainly by Buddhist philosophy. However, globalization by technology, liberalization of economy associated with economic growth and rapid urbanization made greater demand for veterinary healthcare which leads to high competition among veterinary healthcare providers. The most important competitive edge associates with delighting customers by offering an unimaginable service quality. Furthermore, there’s a vacuumed space in literature regarding measuring service quality and relationship between service quality and customer satisfaction in Sri Lankan veterinary healthcare. Therefore, purpose of this study was threefold. They were to examine dimensionality of SERVQUAL, confirm service quality model and determine relationship between service quality dimensions and customer satisfaction. This study carried out at Out Patient Department (OPD), of Sri Lankan Veterinary Hospital. The sampling technique was systematic random sampling and selected sample size was two hundred respondents. Data collection done by administering questionnaire just after experiencing service delivery. Data analysis done by Exploratory Factor Analysis, reliability test, tests for convergent and discriminant validity, unidimensionality, followed by Confirmatory Factor Analysis. From the results of earlier tests, researchers were able to confirm model with goodness- of-fit with only four dimensions. Namely, empathy, assurance, reliability and assurance. According to confirmed model, researchers were able to formulate hypotheses and further analysis by multiple regression analysis revealed all four hypotheses were acceptable. Finally, researchers conclude, empathy, reliability, assurance and tangible dimensions of SERVQUAL has positive impact on customer satisfaction in Sri Lankan Veterinary Hospital. The most important dimension for customer satisfaction was empathy and followed by assurance.
  • No Thumbnail Available
    Item
    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.
  • No Thumbnail Available
    Item
    RELATIONSHIP BETWEEN THE DOMINANT SOCIAL PARADIGM AND ENVIRONMENTAL CONCERN IN SRI LANKAN ECONOMY.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Meegama, M.A.S.T.; Lakmal, H.M.A.
    The purpose of this research is to examine the relationship between the Dominant Social Paradigm and the Environmental Concern in Sri Lankan Economy. It identifies whether there is a significant relationship between these constructs or not .by considering a sample of 385 under the nonprobability sampling method which represents a mix of few religions including Buddhists, Islamists, Catholics and Hindus. It has been identified that there is a positive significant relationship between the Dominant Social Paradigm and the Environmental Concern in Sri Lanka Economy which implies that within the Sri Lankan Economy the consumption and the environment are intertwined. The Dominant Social Paradigm is a content of sub-dimensions of Private Property, Possessive Individualism, Technological Optimism and Economic Growth. Here the Dominant Social Paradigm is taken as a formative construct and the Environmental Concern is considered as a reflective construct. This research can be considered as one of the initial applications of the concept of Dominant Social Paradigm in the Sri Lankan Economy. And this reflects the contextual application of the Dominant Social Paradigm even though the relationships do differ to those of previously identified relationships specially in the Western countries and this research demonstrates that the relationship between the Dominant Social Paradigm and the Environmental Concern is generalizable in this particular context as well. The positive relationship between the Dominant Social Paradigm and the Environmental Concern expresses that Sri Lankan Economy seems to be in a process of making a connection between the consumption and its environmental impacts.