ICAM-2017

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

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Start date: 2017Subject: search.filters.subject.customer satisfaction

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    DEVELOPMENT AND EVAPORATION OF CUSTOMER LOYALTY: A NEW CONCEPTUAL MODEL.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Karunaratna, A.C.; Kumara P.A.P.S.
    Customer loyalty has become a strategic tool in the highly dynamic and competitive business context. Due to the magnitude of its impact, loyalty is treated as the new mantra for sustained growth and profitability of the business. Especially in the marketing context, customer loyalty has become the focal point of interest for marketing researchers and practitioners. Customer retention is vital for a firm because acquiring a new customer is far more expensive than keeping an existing one. In retaining customers, loyalty plays a vital role. Preserving a satisfied customer base is highly important for a company, because highly satisfied customers stay loyal longer, talks favourably about the company products and services, less pay attention on competing brands and especially less sensitive to prices and offers of competing brands. Customer loyalty has been addressed in different views in different contexts such as brand loyalty, vendor loyalty, service loyalty and store loyalty etc. Because of its higher weight, the concept of customer loyalty has drawn a greater attention in the modern marketing context. An extensive survey of literature was conducted to identify the major determinants of customer loyalty. Although scholars have examined the impact of the various determinants on customer loyalty, studies on how customer loyalty is developed and evaporated are limited. At the initial phase, it is studied how loyalty is developed and identified the factors of customer loyalty. In the second stage, it is studied how loyalty is evaporated and what factors will be affected on this behaviour.
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    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.
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    PSYCHOLOGICAL FACTORS AND CUSTOMER SATISFACTION AT RETAIL STORES IN JAFFNA MARKET
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Vaishanvai, S.; Vinothini, R.; Thadsaniya, I.; Vimalini, V.; Suvithika, S.; Keerthika, S.; Shivany, S.
    Marketing starts with the needs of the customer and ends with his satisfaction. Consumer is the one who consumes the goods and services produced. The psychological factors are the factors that about the psychological of on individual that drive. His actions to seek satisfaction. Some of the important psychological factors are perception, motivation, learning, attitude and beliefs. Customer satisfaction dissatisfied customer will probably cut their relationship with be engaged in negative word of mouth advertisement will directly affect a company’s maintenance and profitability. The satisfied customer will probably talk about their experiences with others who then will be engaged in positive verbal word of mouth (oral) advertisement. Customer satisfaction is the important phenomenon in the retail business; psychological factors have the major influence on customer satisfaction. This paper is probably the first to explore the link between psychological factors and customer satisfaction in Jaffna in retail store contexts. Convenience sample of Jaffna retail customers surveyed using a self administered questionnaire. Through the quantitative methodology, data were collected from 120 retail customers in Jaffna retail market. Descriptive and inferential statistical were used to analysis the data. Finding shows that psychological factors contributes to customer satisfaction at retail sector. Even thought motivation, perception, learning and attitude are contributing to customer satisfaction. Motivations at this retail stores are boosting in creation of customer satisfaction at retail stores. Therefore, this study has a practical implication for managing motivational factors in this retail sector.
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    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.