International Conference on Applied Social Statistics (ICASS)

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    A Study of the Factors Affecting on Customer Satisfaction in Tourism Industry in Sri Lanka
    (International Conference on Applied Social Statistics (ICASS) - 2019, Department of Social Statistics, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2019) Kosgoda, T.M.; Kitsiri, V.D.
    Consumer loyalty is a business logic, which watches out for the making of significant worth for clients, envisioning and dealing with their desires, and exhibiting capacity and duty to fulfill their needs. The nature of administration and consumer loyalty are basic components for the accomplishment of any business (Parasuraman et al., 1988, Gronoos, 1990). Be that as it may, achieving consumer loyalty is known to be the most critical and the most contemporary test looked by the administration business (Marković and Janković, 2013). Llach et al (2016) has expressed that the cordiality business faces a great deal difficulty. These difficulties incorporate monetary issues, increment in rivalry and client requests. Kandampully and Suhartanto (2000) contends that the developing volume and rivalry has opened entry ways for clients with more options, more prominent incentive for cash and increased dimensions of administration. Picking up an upper hand is the way to confront this test. Subsequently, accomplishing consumer loyalty is key for the accomplishment of the neighborliness business because of its administration direction. According to the pilot study done in February in the year 2019, taking 20 tourists, identified that tourists are in opinions that they visit Sri Lanka not for the first time but for the second or third time. This indicates they prefer to be here in Sri Lanka rather than other destinations. Some tourists convey; “Ever since October 2015 we have been coming here,” said Jameel and Tanya from Palestine and Ukraine respectively. “We don’t care about bombs or other issues. We love Sri Lanka and will continue to come here.” This shows that repeat purchase intention is always there. Then the questions come, because of what reasons they visit Sri Lanka more than one time. However, many arguments come into effect to decide what factors come as variables influencing consumer loyalty in the friendliness business of Sri Lanka and its effect to keep up Sri Lanka's upper hand as a much looked for after vacationer goal
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    Impact of External Factors on Service Quality of Travel Agency (With special reference to Green Holiday Centre (Pvt) Ltd)
    (International Conference on Applied Social Statistics (ICASS) - 2019, Department of Social Statistics, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2019) Idroos, A. A.; Ranaweera, R. A. A. K.; Madhusankha, W. A. I.
    Green Holiday Centre is a medium scale travel agency operating its services on the inbound tour operations in Sri Lanka. They mainly consist with four markets such as Indian, Eastern Europe, China and other markets. Out of the markets recently the china market has a drop in the company, according to the SLTDA statistics during these period china arrivals has been rapidly increasing. Though the company Chinese market has been declined still the factors from the side of the organization kept constant. Hence researcher assumes that this decline would be due to the external factors. Therefore, this research mainly focuses on identifying the guest satisfactory level of the external factors and to find the relationship between external factors and the service quality of the travel Agency