Commerce and Management

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Start date: 2001End date: 2009

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Now showing 1 - 10 of 56
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    Determinants of Academic Performance of Accounting Undergraduates
    (University of Portsmouth, United Kingdom, 2007) Ranjani, R.P.C.; Karuanarathne, W.V.A.D.; Weligamage, S.S.
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    Relationship between Type of Residence and Undergraduates’ Academic Performance
    (University of Portsmouth, United Kingdom, 2007) Weligamage, S.S.
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    Seasonality Effect of Emerging Stock Markets: Evidence from Sri Lanka
    (University of Portsmouth, United Kingdom, 2007) Thilakerathne, P.M.C.; Amarasiri, K.P.M.M.; Abeywardhana, D.K.Y.
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    Investors Attitudes and Investment in Unit Trusts: A Case Study of Sri Lanka
    (University of Portsmouth, United Kingdom, 2007) Thilakerathne, P.M.C.; Abeywardhana, D.K.Y.
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    The Fit between National Culture, Organisational Culture and Management Practices and its Effect on Employee Satisfaction and Commitment
    (University of Portsmouth, United Kingdom, 2007) Ranjani, R.P.C.; Udagedara, R.M.U.S.
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    Software of Mind and Advertising Effectiveness: A Cross Cultural Study of Advertising Effectiveness
    (University of Portsmouth, United Kingdom, 2007) Udagedara, R.M.U.S.
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    Income Level of the Consumer and Service Quality
    (2009) Herath, H.M.R.P.; Ranjanee, S.
    The bankingsector in Sri feqtp recent years. Services sector accoLr attitudetowardscu eisatisfactionandoptimization ofservice quality. With this background this study is aimed at identifying the significance of the income level of the consumers' on the evaluation of service quality in the retail commercial banking industry of Sri Lanka. Further, to identify whether there is any difference based on the level of income of the consumers on evaluation of service quality of the banks of which they are dealing with. A sample of 150 consumers was selected tfuougli stratified random sampling technique. The scope of the study was retail consumers of private and public commercial banks situated in the Gampahadistrict, who have been dealing with those particular banks rnofe than two years. The 1. lntroduction Deregulation of the banking sector has speed up the competition between banks and expanded the industry to greater extent and also the entrance of foreign banks to Sri Lankan market intensify the competition since the competitive edge that they are having with their huge asset base and advanced technology. Therefore banks need themselves to differentiate from other institutes. But being differentiated is not that easy for banks since their core business is to sell a service. Products can be differentiated easily with its features where as it is difficult with services due to its intangible nature. The only way of differentiating services is tangiblizing the service through improving the quality of the service. Therefore, due to the undifferentiated nature of money and other financial services, banks are now heavily rely on improving qualityof service to getthe competitive edge. Across all service industries, the issue of service quality remains a critical one as businesses strive to maintain a . comparative advantage in the marketplace (Stafford, 1996); ' Because,financi.al services, particularly banks, compete in the marketplace with generally undi{ferentiated products, hence service quatrity becomes a primary competitive weapon (Stafford, 1996). Banks that excel in quality service can,have a data groups based on their income
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    Gender of the Consumer and Service Quality
    (2009) Herath, H.M.R.P.; Wanninayake, W.M.C.B.
    Banking and financial services are a demand,driven industry; which constitute an important part of the services iLn.MduwsotLrryJ.. tMfr@antLy! tr9e6g@ulLaqt.ovrrJy,, ns.ttrwuLctwtu,uraL l a@nr.dql iLg?ct htLnrLoUloLUgSiccLaqlL acthruatnLg5ec)s thaauvvce tLaukLeernL PpLliUcLev wyvLitLhtLiLnt, tLhItec wwuolrLlud Management, banking industry, in line with the trend towards a rfuire integrated global banking environment.The banking Faculty of commerce sector in Sri Lanka grew rapidly in the recent years. Services sector accounts 56.2Vo of Gross Domestic and. Management Product in Sri Lankan economy which is the highest in all sectors where as the financial services which ,, . studies' includes banking industry contribute 9.7vo to total Gross Domestic Producti Furthir in Sri tan*a, fi";";;"luniversiry "'rf:':::o:: system of the country mninly depends on banking system because banking sector represents o share of 70.8?o of total financial system of the economy. The rapidly changing and highly competitive environment which banks are forced to operate within are pushing them to rethink about their attitude towards customer satisfoction and optimization of service quality. Therefore identifying the significance of the gender of the consumers' on the evaluation of service quality in the retail commercial banking industry of Sri lnnka is significantly important. Further it is worth to identifu whether there is any dffirence based on the gender of the consumers on evaluation of service quality of the banks that they are dealing with. Based on the stratified sampling technique 150 consumers were selected as the sample. The scope of the study was retail consumers of private and public commercial banks situated in the Gampaha district, who have been dealing with those particular banlcs more than two years. Survey method used to gather primary data and it was developed on SERVQUAL model of sewice quality. The gathered data were analyzed using ANOVA andfindings showed that there is no any dffirence among the consumer groups based on their gender in terms of evaluation of service quality provided by the banks.
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    Application of six sigma in India and Sri Lanka. Review of Professional Management
    (New Delhi Institute of Management, 2009) Tannan, S.K.; Herath, H.M.R.P.
    India has been pogitioned as the most favored destination for outsourcing in the world. The nation has made significant progress and established itself as a preferred outsourcing destination owing to factors like availability of vast talent pool, good telecom infrastructure, conducive Government policies, and stable economic environment and, above all, cost arbitrage benefits. Thirty Six Indian firms have made it to the 2007 Global Services 100 list of the world,s best InfoTech and Business process Outsourcing (BpO) companies. The USA with 32 companies is the second largest contributor to the list-however, over a dozen of these US firms operate largely through BpO offices in India. Some of the most successful companies today have adopted Six Sigma as a mean to achieve the end of providing a value proposition to clients that encompasses superior quality and competitive pricing. Over the years, Six Sigma has added multiple billions of dollars to the financial bottom-line of numerous organizations and is used in many areas, including financial, healthcare, military and generJl manufacturing. Among the leading companies that emphas,ize,Six Sigma are GE, Motorola, American Express, 3M, and Sun Microsystems, and Dupont, Bank of America, Rolls Royce, Boeing and Wipro. For companies, which are contemplating to embark on the Six Sigma journey, it just takes five basic steps to maintain and improve their competitive position: (1) Define competitiveness for the business (2) What are your customer expectations? (3) How are your competitors peforming? (4) determine the gaps between your competitork pedormance and your own (5) Close the gaps. Companies which have not yet embraced Six Sigma argue that approaches like TeM, Benchmarking, and business excellence are the key to unlock the potential in the organizations.