Commerce and Management
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Item The Variance in Service Quality & Its Impact on Customer Satisfaction in the Clothing Retail Industry of Sri Lanka(Department of Marketing Management, University of Kelaniya, 2017) Lalindra, M.V.S.; Lalindra, M.V.S.; Herath, H.M.R.P.The Textile Industry in Srilanka and even in the world is very competitive due to the large number of players with different strategies, innovations etc. so service quality is very much important in textile industry to compete with rivals. According to the Census and Statistics Department, Textile industry comes under wholesaler and retailer trade and therefore service quality of the textile industry is important for textile store in order to achieve sustainable growth via achieving customer satisfaction. When it comes to the service quality and customer satisfaction there can be a gap of positive, negative or neutral. Researcher measured those gaps by using Servqual model using selected textile stores such as Nolimit, House of Fashion, ODEL. Researcher has chosen 120 respondents in Gampaha district to collect data and used SPSS data analysing package to test the developed hypotheses. The findings indicated that Service quality of the Textile store is one of the important factor to achieve its long term vision, mission, goals and objective in sustainable manner.Item Determinants of customer satisfaction level in tourist hotel industry with a special reference to the north of Colombo(The International Institute of Knowledge Management, Colombo, Sri Lanka, 2015) Herath, H.M.R.P.; Cooray, N.H.K.; Perera, H.S.P.Tourism industry today is one of the world’s fastest growing industries. Sri Lanka with its glorious past has ensured that the present and subsequent generations that have plenty of historical and cultural heritages to be proud of. Tourism Industry is playing a vital role in the GDP of Sri Lankan Economy. In today’s context the tourism industry is growing rapidly after the war in Sri Lanka. Therefore tourist hotels and Sri Lankan government are responsible to attract the tourists to the country so they must precisely identify what their needs and wants are, particularly with what they are unsatisfied. Therefore identifying determinants of customer satisfaction level in tourist hotel industry is very crucial to increase the customer satisfaction in Tourist Hotels. The main objectives of the study is to find out the determinants of customer satisfaction level of tourist hotel industry in the North of Colombo and measure the relationship between the identified determinants on customer satisfaction level of tourist hotel industry in the North of Colombo. The data were collected from 100 tourists based on convenience sampling technique. These 100 tourists were boarded in the North of Colombo Hotels. The data were collected through a structured questionnaire and the hypotheses were tested using correlation analysis which clearly identifies the relationship between the dependent and the independent variables. This data was further analyzed on different factors and researcher tried to find out the impact of various factors on overall tourist satisfaction. The satisfaction was also analyzed gender wise, which gave an idea that in overall women are more satisfied than men. The recommendations were also then made for the Sri Lanka tourist hotels to enhance their level of customer satisfaction.