2nd-2017

Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/17332

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Subject: search.filters.subject.Customer satisfaction

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Now showing 1 - 5 of 5
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    The Significant Impact of CRM Practices on Customer Satisfaction: with Special Reference to Interior & Exterior Blinds Companies in Sri Lanka
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Perera, G.D.D.; Gayathree, D.A.G.P.K.
    This study examined the impact of customer relationship management (CRM) elements on customer satisfaction. CRM is one of the critical strategies that can be employed by organizations to improve competitive advantage. The organizational context of the study was Interior & Exterior blinds companies in Sri Lanka. It is necessary for the organization to build and maintain a strong relationship with the customers in order to achieve the ultimate goal of customer satisfaction. Four critical CRM elements are measured in this study, behavior of the employees, quality of customer services, complaint handling and Social interaction. The population of the present study is customers with high income who are purchasing blinds from western province, 150 respondents were selected through convenient sampling and data has been collected through questionnaire. Correlation and regression analysis are used to examine the relationship of the variables and effect of the independent variables on dependent variables. According to the study it is recommended initiation of loyalty programs and continuous improvement of CRM activities are essential for further development of industry.
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    Relationship between Customer Satisfaction and Service Quality in Banking Industry in Sri Lanka.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Fernando, P.R.S.; Wijenayake, S.I.
    The article involves the Gap Model in Service Quality as the theoretical criteria. The gap model is a model, which is covered under service quality. This model helps the organization to identify the difference between the service that the company gives and what the customer expectations are. The industry that chose to run the gap model is banking industry in Sri Lanka. The overall purpose of this article is to introduce and analyze the fifth gap which identifies the difference between the consumer expectations and the service provided. The article involves a critical examination of the satisfaction and service quality relationship. Customer satisfaction with a company’s products or services is often seen as the key to a company’s success and long-term competitiveness. In the context of a service industry, customer satisfaction is often viewed as a central determinant of customer retention through the development of relationships. This model is very helpful for the organization in order to identify what the customers are really expecting from bank. Banks are service oriented organizations, the GAP model is ideal for them to get the feedback from the customers as to whether they are satisfied by the service given to them or not.
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    Factors Impact on Brand Loyalty with Special Reference to the FMCG Sector in Sri Lanka
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Dulanthi, K.K.D.R.; Bandara, B.S.S.U.
    FMCG (Fast Moving Consumer Goods) industry currently has become one most emerging markets around the world. Over the past two decades FMCG industry has gradually developed from small scale business to multinational business increasing the awareness of the sector globally. FMCG products are generally perceived as faster, and safer increasing the attraction of many consumers over the world. However, Sri Lanka being one of the largest consumer in FMCG, understanding the potential and behavior of the consumers with regard to FMCG products is vital in order to enhance the industry. Current literature examines about consumer behavior towards FMCG Brand loyalty special reference to American, European and Asian (specifically China and India) contexts. Hence the aim of this study is to analyze and discuss the FMCG market and the brand loyalty in Sri Lankan context. This study was focused on recognizing the factors influencing brand loyalty reference to FMCG brands in Sri Lanka. Data were collected through a consumer survey conducted in western province deeming two major districts; Colombo and Gampaha using a stratified sampling method of 100 respondents. The findings firstly reveal that the focused on product safeness and the product trustworthiness should highly considered in developing brand trust. Secondly, setting the customer expectations correctly is more important in developing customer satisfaction. Thirdly, brand relationship shows a moderate impact due to the nature of the product. Finally the study highlights a positive impact of functionality and emotional benefits in brand evaluation.
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    Impact of E Service Quality on Customer Satisfaction with Special Reference to Banking Sector in Sri Lanka
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Deshani, A.A.D.K.; Fernando, P.M.P.
    In the last few years we have witnessed a substantial growth of internet based services, both from pure internet businesses and from traditional companies that are developing online services. One of key challenges of the internet as a service delivery channel is how they manage service quality, which holds a significant importance to customer satisfaction. The purpose of this research was to gain a better understanding of the e service quality dimensions that affect customer satisfaction in online banking sector from a consumer perspective. Based on a detailed literature review, six service quality dimensions were identified, i.e. Efficiency, Responsiveness, Reliability, Fulfillment, Privacy and Corporate Image to be tested in the online banking sector against customer satisfaction. A sample of 150 respondents was selected through convenience sampling procedure. The results indicate that the Privacy and Efficiency dimensions have a strong impact on customer satisfaction, Reliability and Fulfillment have a moderate impact on customer satisfaction while Responsiveness and Corporate image showing a weak impact on customer satisfaction when it comes to the Sri Lankan context of online banking. It is expected that findings of this research study can be used by the relevant banks to do modifications to their prevailing online banking platforms.
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    Study on Perceived Service Quality & Customer Satisfaction in Public Sector and Private Sector Banks in Sri Lanka
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Kalansuriya, P.V.; Fernando, P.M.P.
    The banking industry in Sri Lanka is currently facing dynamic challenges with the competition from industry players. The public and private sector players are trying to attract and retain a larger customer base which results in various strategies in service delivery. Service quality is a vital competitive strategy followed by banks to satisfy and retain its customers. This research used Attribute Service Model by Haywood-Farmer (1988) to measure the service quality of public and private sector banks and further it explored the customer satisfaction based on service quality in banks. For the research study, the sample was gathered from the Gampaha District and convenience sampling method was used to select the sample of 100 respondents. Both Pearson’s Correlation and Regression Analysis carried out showed that professional judgmental factors, physical facility judgmental factors and behavioral judgmental factors of service quality are leading to a positive relationship with customer satisfaction on public and private sector banks.