General Management

Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/4235

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Subject: search.filters.subject.Service Quality

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    The Impact of Automated Teller Machines (ATMs) Service on Customer Satisfaction: A Studv Based on State Banks in Sri Lanka
    (Sabaragamuwa University of Si Lanka, 2016) Weerasiri, R.A.S.; Koththagoda, K.C.
    The aim of this paper is to understand the impact of the ATM service quality towards the customer satisfaction in Sri Lankan state banking sector. This research bridges the gap that exists in the current body of knowledge by investigating the ATM service qualities and their impact on customer satisfaction. It also examines the impact of demographic factors for the relationship between the ATM service quality and the customer satisfaction. Given these gaps in the literature, the research problem in this research is: the factors which influence on customer satisfaction in relation to the ATM service. To investigate the research problem, a pilot study.involving 30 state bank customers was used to check the initial reliability and validity of the constructs in the questionnaire. The fpctor analysis was employed to refine the measurement items and test the reliability and validity. The study has used the primary data of customer satisfaction survey (N:385). The data were collected using a structured questionnaire designed to ascertain the satisfaction levels. Regression, ANOVA and T-test were used to identifu the significant factors and frequency analysis was used to analyze the customer satisfaction. The ATM service qualities have a positive impact on the customer satisfaction and the demographic factors like age and educational qualification show a moderate the relationship between the ATM service quality and the customer satisfaction. This paper identified the significant factors which the banks may take care to enhance the customer satisfaction.
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    Understanding Significant Relationships between Organizational Citizenship Behavior (OCB) and Marketing Function
    (2011) Bambale, A.J.
    This is a literature based paper that attempts to make contribution in to organizational citizenship behaviors (OCB) and Marketing literatures by providing up to date literature on the relationship between the two important research areas. Organizational citizenship behavior (OCB) has contributed tremendously to the marketing field through enhancing service quality, customer satisfaction and organizational effectiveness. Many well-understood forces, such as globalization, technology, fierce competition and increasing complexity in customer demand have compelled marketing organizations to become more innovative in their marketing activities and more sensitive to their marketing employees for them to survive and thrive. OCB is a recent development in the marketing profession and has positively affected service delivery and organizational effectiveness. This paper reviews relevant OCB and marketing literatures and has provided useful insights on the current development on the marketing-OCB relationships as well as research update in the two areas. Subsequently this paper has discussed important implications for future research and professional practice regarding the OCB-marketing relationships.