ICAM-2017

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

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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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    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.