ICAM-2017
Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/17521
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Item 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 perspectiveItem CAN THE TRANS CASPIAN INTERNATIONAL TRANSPORTATION ROUTE (TITR) REALLY LINK ASIA TO EUROPE? AN ASSESSMENT OF PORT SERVICE QUALITY (PSQ) IN SEAPORTS WITH ROPMIS MODEL(Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Jeyhun, H.; Chang, C.T.Ports play a crucial role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers—shipping lines and cargo owners—and result in their dissatisfaction. TITR is an emerging trend competing to be the most effective, secure, and time-efficient transportation route, which runs through China, Kazakhstan, Azerbaijan, Georgia, Turkey and Ukraine and goes to Europe. It reduces time of shipments almost twice and promises high-level security. TITR is believed to highly contribute to the growth of the economies located on the route and neighborhood. However, no any prior academic study has been published assessing service quality of the seaports by comparing 5 countries, which can help to evaluate how competitive TITR will be in international transportation. The primary aim of the study is to utilize ROPMIS model proposed by Thai (2008) and employed by very few studies, particularly in Southeast Asia region. By using 257 logistics professionals with purposive sampling technique, the SEM results revealed that PSQ is five-factor construct, and resources, management, image and social responsibility, and outcomes significantly and positively affect customer satisfaction. In addition, it was found that PSQ’s indirect effect on attitudinal and behavioral loyalty of logistics firms on seaport service providers is more significant than direct effect. The major theoretical contribution of the study is that it validated ROPMIS model in broader geographical context rather than in one country, by further incorporating attitudinal and behavioral loyalty. The results would also be equally significant for countries and policy-makers to enhance the service quality in their sea-ports.Item 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 satisfactionItem IMPACT OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY ON CUSTOMER DEMAND OF PRIVATE HOSPITALS: SPECIAL REFERENCE TO THE JAFFNA DISTRICT.(Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Randeni, R.K.D.; Ratnam. E.; Sivanenthira, S.Demand generation is the art and science of creating, nurturing, and managing purchase interest in your products and services through campaign management, lead management, marketing analysis, and data management. The idea of demand generation is to get most possible long term surveys from customer demand. Medical clinic would be able to decide which demand is high and which demand would be focused on in order to long term surveys. Nowadays the services of Private Hospital are important in the world. There are many Private Hospital provide services to the people. The Private Hospital are providing variety of services to the people. The Private Hospital use different strategies to attract the customers The Private Hospital Industry is a major service sector in the world economy. The industry encompasses an extensive variety of service industries that include 24 hours service, Ambulance Service, Free service. Private Hospital Industry suffers from fluctuations within an economy every year. In this study, based on the correlation and regression results, Hypotheses H1, H2and H3 were accepted. Cronbach’s alpha reliability analysis was conducted on the independent variables in order to determine the reliability of the instrument used. Afsar (2009) has suggested 0.60 as the acceptable level for reliability measure. Alpha values ranged from 0.689 to 0.756, thus indicating an acceptable level of reliability. This finding has confirmed a significant positive relationship among customer satisfaction, customer loyalty and demand of private hospitals in Jaffna district.