10th Students' Research Symposium 2021

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The Impact of Risk Management on the Financial Performance of Listed Insurance Companies in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Nishan, K.S.; Fernando, J.M.B.R.
Introduction: Risk, if not adequately managed, can lead to the demise of most businesses, particularly those whose core business is risk management on a day-to-day basis. Risk management should therefore be at the heart of an organization's operations, with risk management techniques integrated throughout the whole organization's processes, systems, and culture. Thus, the goal of this research is to determine the impact of risk management strategies used by Sri Lankan insurance companies on their financial performance. Design/Methodology/Approach: The study employed an exploratory research design, with 28 registered insurance companies in Sri Lanka as the target population. Secondary data was employed in the study. 15 insurance companies were contacted for secondary data. Secondary data was gathered over a six-year period from 2015 to 2020 using published sources as well as data from IRCSL's financial statements. Panel regression analysis was used in the research. Underwriting risk, market risk, liquidity risk, and operational risk were used as proxies for risk management whereas the return on asset is the proxy for financial performance. The firm size was used as a moderating variable and the type of insurance as the control variable. Findings: Underwriting risk, market risk, operational risk showed a significant and positive relationship with the return on assets ratio and the moderating effect of firm size on the relationship between liquidity and financial performance also show a positive and significant impact. Liquidity risk showed a significant negative relationship with the return on assets. Conclusion: The study suggests that Sri Lanka's listed insurance companies should consider reducing their costs and claims through appropriate estimating pricing and valuation techniques. Furthermore, insurance companies should provide sufficient diversification of the insurance policy portfolio in order to earn higher premiums that can cover other losses when they occur. The findings imply that good management of a firm's operations results in lower operating expenses, which leads to an increase in the proportion of net premiums to total assets, which improves a firm's performance. To cut expenses and improve financial performance, insurance companies should employ efficient operations management procedures.
Impact of Corporate Governance on The Firm Performance: A Study of Listed Companies in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Peiris, M.A.P.K.; Gunasekara, H.M.A.L.
Introduction: The main objective of this study is to examine whether there is any relationship between corporate governance and the firm performance. Design/Methodology/Approach: This study uses data from 32 companies listed in the Colombo Stock Exchange (CSE) from 2019 to 2020. The Annual Reports of applicable companies in the corresponding year are used to collect data. Board Size, CEO duality and proportion of non-executive directors are considered as the independent variables The dependent variable is the firm performance (EPS, ROA and ROE). The control variables are firm size (SIZE), the number of years a given firm’s stock has been traded on CSE (AGE) and leverage (LEV) of the firm. The analysis is mainly carried out using Multiple Regression. Findings: Regression results show that Board Size is negatively associated with firm performance. Additionally, the attendance of outside directors has a negative impact on the performance. Further, there is a positive relationship between leadership structure and firm performance. Conclusion: Larger Board Size is unfavorable for a company and CEO duality enhances the firm performance.
Value Relevance of Accounting Information and Stock Price Reaction of the Listed Companies in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Premathilaka, P.H.G.D.L.; Weerasinghe, W.D.J.D.
Introduction: This research study examines the impact of accounting information on stock prices and find out the relationship between value relevance of accounting information (earning per share, dividend per share, net asset value per share, return on equity) and the share price. Design/Methodology/Approach: The Sample of the study consist with Ninety (90) listed companies from Colombo Stock Exchange and these 90 companies are comprised Finance, Banking, Insurance, Manufacturing and Hotel sector companies. Also, the data was collected over the period of 2011 to 2020 to determine the relationship between the accounting information and share price. Share price is the dependent variable of this study. And mainly used four independent variables. These are Earnings per share, Dividend per share, Net Asset Value per share and Return on Equity. Descriptive Analysis, Correlation Analysis and Regression Analysis methods are used for data analysis. finally, E-Views 11 version software was equipped in this study. Findings: Based on the result of the study among selected variables for the study Earnings per share, Dividend per share, Net asset value per share were shown a significant positive relationship with share price. Return on equity shown negative relationship with share price. Further, all independent variables (EPS, DPS, NAVPS, ROE) are statistically significant with share price. Conclusion: The final result emphasizes that the overall model is statistically significant of all independent variables, and findings support for the shareholders, people who are expect in the companies and the study provided the value of the using of accounting information for a company. Therefore, the study recommended that keep up the consistency of the financial stability of an organization.
Perceived Risk Factors Affecting Consumers’ Online Insurance Policy Purchase Behavior
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Weerasiri, R.A.U.I.; Chathurika, H.L.D.J.
Introduction: This paper examines the relationship between four factors of consumers’ perceived risk and consumers’ online life insurance policy purchase intentions. Design/Methodology/Approach: A questionnaire was used to collect data, and regression analysis was used to test the hypotheses. A total of 110 respondents have contributed to the survey, and data were quantitatively analysed via IBM SPSS Statistics 23. Findings: The findings suggest that consumers perceived risks when purchasing a life insurance policy online. All the four perceived risk factors have a significant negative influence on consumer online life insurance policy purchase intention. Conclusion: This research gives useful information to insurance companies in online activities and hopes that the findings of this study can help insurance companies to formulate strategies to reduce risks in online purchasing. The development of online shopping has led to some challenges. This issue appears because many insurance companies who do online activities do not understand the main factors contributing to consumers’ perceived risk. Studies on consumers’ perceived risks toward online life insurance policy purchase intentions are still inconclusive. Thus, this paper fills the gap in the research area.
Factors Affecting Clothing Sector Small Scale Business Performance Under Covid 19: Evidence from Colombo District Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Mohamed, M.U.; Gunasekara, H.M.A.L.
Introduction: This study examines factors affecting the small-scale clothing business performance under COVID 19. Design/Methodology/Approach: This study used small clothing business performance as the dependent variable. The price, quality, openness economy and presence of the branded store are used as the independent variables. The Simple and Multiple Linear Regression models were used to analyze the data. Findings: The findings of the study show that the clothing sector small business performance has a negative significant impact on price. The quality has a positive significant impact on the clothing sector small business performance. The Openness economy and the presence of branded store has a negative significant impact on the clothing sector small business performance. Conclusion: The findings of this study show that during COVID 19, the demand for clothing SMEs is elastic. Further, clothing SMEs are threatened by international competition.
The Impact of Free Cash Flow on Capital Expenditure of Listed Companies un CSE (With Special Reference to the Capital Goods Sector)
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Kahandawala, K.A.D.B.H.; Ranjani, R.P.C.
Introduction: Free Cash flow can be considered as one of the major implications of the financial strength of a company. Companies in their introductory stage allocate a higher portion from their funds into capital expenses because they are in the infant stage and need growth. Therefore, they have to increase their capacity level more and more by investing funds in profitable projects. Even though, there are large number of studies have been conducted in developed and developing countries on this topic, no research study conducted in capital goods sector in Sri Lanka. Therefore, this study attempts to examine the impact of free cash flow on capital expenditure of listed companies in the capital goods sector in CSE. Design/Methodology/Approach: The sample of the study consist with 25 companies from capital goods sector in Colombo Stock Exchange and the data was collected over the period of 2011 to 2020. Capital expenditure was taken as dependent variable and free cash flow was taken as the main independent variable and dividends, depreciation, and total assets were considered as control variables. The study used panel data regression and descriptive statistic to analyse the data. Findings: The study revealed that the free cash flow has a significant negative impact on capital expenditure in companies listed in the capital goods sector in Colombo Stock Exchange. In contrast, Dividend, depreciation and total assets have a significant positive impact on capital expenditure in companies listed in the capital goods sector in Colombo Stock Exchange. Conclusion: The final result emphasizes that there is a significant negative impact of free cash flow on capital expenditure in listed companies in Capital Goods sector in Sri Lankan context.
Macroeconomic Variables & Dividend Policy: Evidence from Colombo Stock Exchange
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Heshani, H.W.S.M.; Weerasinghe, W.D.J.D.
Introduction: This research study determines the Macroeconomic variables and dividend policy; Evidence from Colombo Stock Exchange. Design/Methodology/Approach: The study based on a quantitative approach used secondary data for the descriptive statistics and the multiple regression techniques Radiance factors that influence dividend pay-out and dividend per share has been one of the most difficult experiments facing financial economists. The study sought to understand and test the relationship between dividend pay-out and dividend per share of firms listed at the Colombo Stock Exchange and macroeconomic variables that included inflation, exchange rates, money supply, GDP Growth. The objective of this study was to identify the effects of these macroeconomic variables and their influence the dividend policy and to estimation relationship between them. The data was analyzed using a regression on the dividend paid out as the dependent variable against independent variables which were inflation rates, GDP Growth rates, exchange rates and money supply. Findings: The results indicate that there are both short and long-run fundamental relationships between dividend policy and macroeconomic variables. These ﬁndings contest the validity of the semi-strong version of the efﬁcient market hypothesis for the Sri Lankan share market and have ideas for investors, both domestic and international. Conclusion: The study objective was to establish effects of macroeconomic variables on the dividend policy of firms listed at the Colombo Stock exchange. Accordingly, the study analyzed 10-year variations of the macroeconomic variables in the listed companies on the CSE and made several conclusions.
The Impact of Microfinance on Poverty Alleviation (With Special Reference to Kaluthara District)
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Hansani, R.A.M.; Abeysekera, R.
Introduction: The purpose of this study is to analyse the impact of microfinance on poverty alleviation in the Kalutara district. The study focussed on how loan facility, Saving Facility, Member’s ability and training affect poverty alleviation. Design/Methodology/Approach: To achieve the research objectives, the researcher collected data from 150 customers of microfinance institutes in the Kalutara district. This study used the stratified random sampling technique. Questionnaires were used as the main source of the data collection method in this study. Descriptive Statistics, independent sample T-Test, and ANOVA test were used for data analysis and SPSS was used as statistical software to analyse the survey data. Findings: The findings revealed that factors including loan facility, Saving facility, and Training affect poverty alleviation. Conclusion: This study fills empirical and practical gaps. Microfinance institutions must concentrate on loan facilities, saving facilities, and training to alleviate poverty.
Effect Of Financial Performance on Share Prices During the Covid-19 Pandemic: Special Reference to The Listed Bank, Financial, And Insurance Sector in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Apasinghe, N.V.N.N.; Fernando, J.M.B.R.
Introduction: COVID-19 is a major health emergency recognized around the world. The investors invest in various types of investment avenues such as shares, treasury bonds, treasury bills, debentures etc. Among these instruments, investment in company shares is an attractive way of profitable investment as far as the capital market is concerned. Most of the stakeholders are mainly concerned about the share price of the entity in the process of resource allocation. Hence this study examines the effect of financial performance on share prices during the COVID 19 pandemic. Design/Methodology/Approach: This study used panel data consisting of 20 listed banks, financial and insurance sector in Sri Lanka covering the period from 2018 to 2020 at the Colombo Stock Exchange. Return on assets, return on equity, return on investment, earnings per share were used as financial performance measures and used two control variables: Board size and Firm Size. The study employed Ganger Causality test to find the effect of financial performances on the selected companies share prices. Findings: The study reveals that financial performance variables are Granger-cause average share price at its levels of significance during the COVID 19 pandemic consistent with the literature. Conclusion: This study can assist the banking, finance, and insurance sector in Sri Lanka to get a better understanding of financial performance on the share price during a pandemic. Stakeholders and bank managers will be able to use the results and findings from the results of this study and they can make more reliable and effective decisions during a pandemic.
Determinants of Financial Performance of listed Insurance Companies in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Dilrukshi, M.A.A.P.; Chathurika, H.L.D.J.
Introduction: Due to the intangible nature of insurance products and the lack of transparency in the market, the criteria that affect the financial performance of an insurance company are complex. As a result, the financial performance of insurance companies is important to various stakeholders, such as insurers, insurance intermediaries, and policymakers. The purpose of this study is to investigate the factors that determine the financial performance of insurance companies in Sri Lanka. Design/Methodology/Approach: The sample consists of 5 listed insurance companies, including both of life and non-life insurance companies in Sri Lanka, over 2015-2020. The analyses include five variables which internal factors are liquidity ratio, leverage ratio, asset turnover, and external factors are the growth of the economy and interest rate. The financial performance is measured using return on asset (ROA) and return on equity (ROE). Descriptive statistics and regression models were used to analyze the data set through Stata-13 Software. Findings: This study's findings emphasize that there is a significant negative relationship between the liquidity, leverage, and interest rate on return on equity (ROE) of the listed insurance companies in Sri Lanka. In addition to that, asset turnover and growth of the economy have a significant positive relationship between the return on equity (ROE) of the listed insurance companies in Sri Lanka. Conclusion: The managers need to monitor liquidity and leverage internally to achieve higher financial performance while facing external shocks
Impact of Ownership Structure of Companies on Firm Financial Performance: A Comparative Study of Food Beverages and Tobacco Firms Listed in Colombo Stock Exchange in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Jayaranga, A.A.; Chathurika, H.L.D.J.
Introduction: Foreign direct investment (FDI) is an investment in controlling ownership of a business in one country by a firm operating in another country. This research has been conducted to identify any relationship between foreign direct investments and the firm financial performance of Food Beverages and Tobacco industry firms listed in the Colombo Stock exchange in Sri Lanka. Design/ Methodology/ Approach: The study sample consists of nineteen Food, Beverages and Tobacco companies listed in the Colombo Stock Exchange from 2015 to 2020. Ownership structure measured through the percentage of Non-Resident shareholdings was considered the independent variable, whereas the firm performance measured through return on equity was considered the dependent variable. Firm size, Financial Leverage, Sales Growth, and current ratio were used as the control variables. Descriptive analysis, Correlation analysis, and panel data regression were used to analyze the data in the study. Findings: The results revealed that the ownership structure of firms has an insignificant impact on firm performance. However, results indicate that firm size has a significant negative impact on ROE. But sales growth and financial leverage show a significant positive impact on the performance of listed Food, Beverage and Tobacco firms in Colombo Stock Exchange in Sri Lanka. Conclusion: The results of the study indicate that ownership concentration does not have a significant effect on firm performance of listed firms in the F&B sector in Sri Lanka.
Impact of Covid 19 Crisis on Women Entrepreneurs in Kurunegala District Getting Benefited from Microfinance Institutions
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Thathsarani, E.A.T.; Liyanage, M.L.D.C.J.
Introduction: COVID 19 which spread all over the world as a global crisis became a threat to the global economy. From micro-entrepreneur to large-scale industrialists have to pivot their activities and lifestyle as per the pandemic. Thus, this article examines and summarizes the impact of the COVID 19 crisis on women entrepreneurs. The purpose of this study is to identify the real impact of COVID 19 along with the lockdown on women entrepreneurs who sought assistance from microfinance institutions. Design/Methodology/Approach - The study followed the thematic analysis in the qualitative approach. Primary data adopted from 20 interviews resulted in four themes regarding the study. The population of the study was the women microentrepreneurs in the Kurunegala district of Sri Lanka who was benefited from micro-financial services. Primary data was collected through 20 structured interviews from the same population. Findings: The result of this study indicate how women entrepreneurs deal with COVID 19 pandemic in running their business activities. Accordingly, four main themes have identified the impact on business performance, financial difficulties faced by the effect of micro-credit, and the impact due to support from the government. Conclusion: The study concluded that the majority of the women entrepreneurs believed that they were disadvantaged by the COVID 19 pandemic mainly due to lockdown and curfew in the country. However, entrepreneurs engage in online businesses found that they were usefully managed their operations during the lockdown and curfew period.
Impact of Firms Specific Factors & Macroeconomic Factors on Debt Financing: Evidence from Capital Goods, Consumer Service and Foods Beverage & Tobacco Sectors in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Pankaja, H.P.H.; Perera, L.A.S.
Introduction: The purpose of this study is to identify the impact of firms' specific factors and macroeconomic factors which determine the level of debt financing over equity financing of the capital goods, consumer service, and food, beverage, and tobacco sectors in Sri Lanka. Design/Methodology/Approach: Pecking order theory, agency theory, and trade off theory are taken to explain the relationship between debt financing. The population of the research is twenty sectors and two hundred and twenty-five non-financial companies listed on the Colombo stock exchange (CSE) in Sri Lanka. We are only focusing on 3 sectors, including 15 non-financial companies, selected for the sample, based on the market capitalization and using annual reports from the year 2011 to 2020 as the sample period of this research. A Panel Regression is performed using the E-Views 10 and Stata 13 software to analyses the calculated ratios for each factor. Findings: Based on the findings of a study involving a number of variables, the firm's leverage is negatively related to its performance and interest rates, but agency cost of debt, tangibility, liquidity, sales growth, non-debt tax shield, and inflation rate are all positively related to leverage. Furthermore, it found that firm performance and interest rate number have a negative significant effect on the dependent variable, liquidity, inflation rate have a positive significant effect on the dependent variable, while all other variables are insignificant to the model. Agency cost, tangibility, sales growth, non-debt tax shield, firm age, and size of the firm are not in line with the hypotheses developed. Conclusion: Evidence from past research is found to be proven with the results generated. This study contributes to enhancing the existing literature through analyzing the impact of factors on debt financing in non-financial companies listed in Sri Lanka.
Impact of Covid 19 Pandemic to the Working Capital Management Practices of Manufacturing Firms in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Kaushalya, M.K.K.; Piyananda, S.D.P.
Introduction: The Purpose of this study is to examine the Impact of the COVID 19 pandemic on the working capital management practices of manufacturing firms in Sri Lanka. Design/Methodology/Approach: The sample includes 49 companies out of 56 companies from the capital goods, materials, consumer durables, and apparel sectors that were listed in the Colombo Stock Exchange over the period of 2019 to 2022 to determine the impact of COVID 19 pandemic to the working capital management practices. The study is conducted as quantitative research with the deductive research approach. The sample has been selected using the solvin formula. The working capital management was measured using the cash conversion cycle, average collection period, average payable period, and the inventory conversion period, and the firm’s performance was measured using the return on asset. The Wilcoxon Sign Rank test is used to analyze the data. Findings: After analyzing the before and after pandemic situation, the average collection period and return on assets have a significant impact on the manufacturing companies in this pandemic period while the cash conversion cycle, average payable period, and inventory conversion cycle have no significant impact. Conclusion: According to the results, the average collection period and the return on assets has made a statistically significant impact because of this COVID 19 while cash conversion cycle, average payable period, and inventory conversion period shows no significant impact due to this pandemic situation in the manufacturing companies listed in CSE.
A Study on Service Quality and Its Effects on Customer Satisfaction in Online Banking in Kaduwela Region
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Nethmini, M.L.; Samarawickrama, A.J.P.
Introduction: The purpose of the study is to analyze the service quality and its effects on customer satisfaction in online banking in Kaduwela region. Service quality in online banking is most important to the banking sector because service quality highly contributes most to the customer satisfaction in online banking. Further, this study explores the level of customer satisfaction on online banking through the service quality in online banking and explores the influence of the service quality factors in E-SERVQUAL model on customer satisfaction in online banking. Design/Methodology/Approach: The chosen sample of 200 online banking users who live in Kaduwela region, were selected as research sample. Researcher has used primary data for the data collection. The collected quantitative data were analyzed using SPSS with descriptive analysis techniques. The final version after conducted data analysis of the E-SERVQUAL model for measuring online banking service quality dimensions (Efficiency, Reliability, Security & Privacy, Responsiveness and Empathy) with total of 34 questions. Findings: Findings show that the level of customer satisfaction was 88.67%, it states the high level in customer satisfaction. Results show that, according to the personal correlation analysis, all the dimensions have significant and positive relationship on customer satisfaction in online banking. According to regression estimates, two dimensions (Efficiency and Security & Privacy) were statistically significant with customer satisfaction while three dimensions (Reliability, Responsiveness and Empathy) were insignificant. Conclusion: Results show that service quality is significantly influence the customer satisfaction.
Analyzing The Impact of Customers’ Behavioural Intention to The Use of Mobile Banking in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Amarasinghe, I.P.; Piyananda, S.D.P.
Introduction: Providing of different types of facilities is an essential factor towards the attractiveness of the customers in banking industry in Sri Lanka. This study attempts to identify the factors that influence the customer’s behavioral intention to use mobile banking applications in Sri Lanka. Design/Methodology/Approach: This study observed s perceived risk, trust, ease of use, usefulness, and the relative advantage as independent variables with behavioral intention to use mobile banking applications as the dependent variable. This is a quantitative study, and the sample will select according to the convenient sampling technique and a self-administered questionnaire will use for the purpose of collecting data. Correlation analysis and regression analysis were used to analyze the collected data. Findings: According to the R-square value in regression analysis 42.90% of variation in customers’ behavioral intention the o use mobile banking is affected by the change in independent variables. According to moderator analysis, age has become a significant moderator on the relationships between perceived trust, perceived usefulness, and perceived ease of use with customers’ behavioral intention to use mobile banking in Sri Lanka. Conclusion: The result emphasizes that the overall model is statistically significant, the researcher concludes that perceived usefulness is the only variable, which reported a significant impact t customers’ behavioral intention to use mobile banking and age has no significant moderation impact on the relationships between perceived risk and relative advantages with the dependent variable.
The Impact of E-Banking on Customer Satisfaction in Sri Lankan Banking Industry
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Wijewardana, H.K.G.I.A.; Weerasinghe, W.D.J.D.
Introduction: E-banking concept came to the society in mid-1990 but Sri Lanka took more time to adept this concept and today it has become a trend. Therefore, banks should more consider customer satisfaction in e banking. Hence this study was conducted with main objective of examining the impact of e banking on customer satisfaction in Sri Lankan banking industry. Design/Methodology/Approach: A questionnaire was used to collect data from the customers and convenient sampling technique was used. Therefore, Customers are selected from the systemically important banks and 150 customers filled the questionnaire and 25 customers from each bank were selected randomly. Five service quality dimensions (Reliability, responsiveness, assurance, tangibility and empathy) are independent variables and customer’s satisfaction is the dependent variable. Findings: Reliability, assurance and tangibility are significant with customer satisfaction with e banking. But responsiveness and empathy are not significant with customer satisfaction with e banking. However, over all model significant at 1% level and there is a strong relationship between dependent and independent variables. Conclusion: It leads to conclude that customers are satisfied with the service provided in e banking. Banks should give more consideration on reliability assurance and empathy. As well, bankers should get another effort to improve that satisfaction and become they are loyal.
Relationship Between Customer Satisfaction and Services of Marketing 7 Ps: A Study Conducted on Sri Lanka Insurance Corporation
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Dias, T.V.K.B.Y.; Herath, H.N.M.P.
Introduction: This research has a main purpose of studying how the 7Ps of service marketing mix affect customer satisfaction focusing on examining this relationship in the context of Sri Lanka Insurance Corporation. Design/Methodology/Approach: The approach for the study was ‘quantitative’ and the author adopted the ‘survey strategy’ to collect primary data from the selected sample of 100 SLIC customers. A questionnaire that covered both demographic aspects and variable aspects was designed by the author. The questionnaire comprised 28 statements designed according to the five-point Likert scale method. According to the literature, seven elements of the service marketing mix namely, product, price, place, promotion, physical evidence, people, and process were identified as independent variables. Findings: According to the statistical analysis conducted, only product, place, people, and process have shown a significant relationship to customer satisfaction. Price, promotion, and physical evidence were rejected by the analysis. Therefore, at SLIC, customer satisfaction is mainly affected by product, place, people, and process elements. Conclusions: The customer satisfaction of SLIC customers are mainly influenced by the features of the products offered, branch network, employee attributes and operational procedures. Hence it is advisable to enhance the productivity and user-friendliness of those elements.
The Factors Affecting on Usage of Cash Deposit Machines: With Special Reference to Elpitiya Area
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Suduwella, T.S.; Premarathne, W.G.I.D.
Introduction: More recently, E-Banking or financial services via electronic systems spreaded more among customers due to information technology improvement & through competition between banks. This study aims to investigate the factors affecting on usage of cash deposit machines in Elpitiya area in Sri Lanka. The Technology Acceptance Model (TAM) was used to fulfill the intention of the research. Design/Methodology/Approach: The study used simple random sampling as the sampling technique and related data were collected using a questionnaire. A random sample of 250 respondents were selected and distributed the questionnaire both as hard copies and Google forms where yielded a 100 percent response rate. Dependent variable for the study was usage of cash deposit machines & there were three independent variables as perceived ease of use, perceived usefulness, security & privacy and Reliability. This study used correlation test, multicollinearity test, regression test, and descriptive statics for analysis. Findings: The findings show that all the independent variables; Perceived ease of use, perceived usefulness, security & privacy and reliability have a significant effect on usage of cash deposit machines. At the same time, perceived usefulness is the most influencing factor for the Cash Deposit Machine usage in Elpitiya city. Conclusion: The study findings make a guidance to future researchers to find out other variables that are related to Cash Deposit Machine usage. Thus, this study contributes both to the practice and knowledge domain.
Corporate Social Responsibility: Business Response to Covid-19 Pandemic in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2021) Samarasinghe, R.I.L.; Herath, H.N.M.P.
Introduction: This study attempts to explore business responses to the COVID-19 pandemic to support their vital stakeholders including internal (employees) as well as external (customers, and communities) stakeholders and society as a whole through CSR initiatives on a large scale. Design/Methodology/Approach: This is a qualitative research which based on secondary data. The study population include the all the listed companies in the CSE in Sri Lanka and top 25 companies selected as sample group using Judgmental sampling method. The present research on the contemporary phenomenon considered multi-items as authentic data sources such as press releases, newsletters, letters to shareholders and company annual report that retrieved from the company’s respective website in the research line up. Secondary data was extracted from multi-items using data collection sheet. In this study, Applying the manual content analysis method and qualitative data coding technique and research outcomes are presented in the figures and tables with adequate descriptions. Findings: The outcomes of this research report that sampled companies show respect to their stewardship relations between employees, customers and communities during the COVID-19 pandemic through CSR initiatives. Conclusion: The Corporations have contributed to several activities toward the stakeholders such as Employees, customers, Community and society during the pandemic period. Present study adds new knowledge on CSR concept on financial and productivity during a crisis situation and encourages to corporation’s response to the stakeholders and society during this kind of hardest situations.