Commerce and Management
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Item A Review on E-Banking Adoption in the Context of E-Service Quality(Department of Marketing Management, University of Kelaniya, Sri Lanka., 2019) Gayan Nayanajith, D. A.; Weerasiri, R. A. S.; Damunupola, K. A.Fast-paced expansion of information and communication technology (ICT) revolutionizes different facets of contemporary human life and global economic landscape to a greater extent. Within technological transformation arena, retail financial services which includes retail banking activities performs a pivotal role. Technological advancement and internet facilities have demanded rapid changes radically in the financial services sector service delivery. E-banking facilitates bank customers to engage in an array of banking services via banks’ official websites. Amidst these changes e-banking adoption has gained limelight as a researchable notion owing to challenges attributed in different markets and country contexts. This article review founded on the concept of e-banking adaption in line with theoretic and empirical discussions. Hence, literature review was exploited as the main research tool. Research paper attempted to introduce practice related insights by discussing cases that were found within the domain of e-banking adoption. Article is organized as a concept paper to emphasize some of the case evidences with special reference to consumer electronic banking whilst arguments have been supported empirically. Importance of customer awareness, innovativeness, service quality, trust and security aspects related to e-services and prioritizing of marketing to motivate adoption of e-banking solutions has been unveiled by the discussions. In conclusion, paper postulates directions for the future researches in line with empirical justifications.Item Factors Affecting Customer Satisfaction towards Gold Loan Services Provided by Specialized Banks: Evidence from Gampaha District in Sri Lanka(Department of Finance, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Ananda, L. H. A. P. J.; Herath, H. M. N. P.Introduction: Gold loans are a popular loan facility in South Asian countries. Pawning is a highly competitive product of the banking sector. This study addressed the research problem of customer satisfaction with gold loan services in Sri Lanka. The main objective of this study is to identify factors that influence customer satisfaction with the gold loan services offered by specialized banks in the Gampaha District in Sri Lanka. Methodology: Service quality, loan process, and communications are independent variables used in this study and the dependent variable is customer satisfaction. The data sample of the study is the gold loan customers of specialized banks, and the sample size was 354 customers. Data is collected by distributing questionnaires. A regression model is developed to achieve the objective using the SPSS software and further, reliability and validity of the data is investigated using the goodness of fit tests. Findings: According to the results, there is a high level of customer satisfaction towards gold loan services provided by the Gampaha District in Sri Lanka. Bank customers' most influential factor in customer satisfaction towards gold loans is service quality in specialized banks; a significant proportion of the participants express confidence while availing themselves of gold loans. Additionally, customer satisfaction of specialized bank customers availing themselves of the loan process and communication has a significant impact. Conclusion: The study contributes to the understanding of customer satisfaction in the context of gold loan services offered by specialized banks in the Gampaha District of Sri Lanka. Future research should include commercial banks and the need to investigate digital banking adoption, customer satisfaction over time, and factors affecting customer satisfaction in the gold loan industry.Item Impact of E Service Quality on Customer Satisfaction with Special Reference to Banking Sector in Sri Lanka(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Deshani, A.A.D.K.; Fernando, P.M.P.In the last few years we have witnessed a substantial growth of internet based services, both from pure internet businesses and from traditional companies that are developing online services. One of key challenges of the internet as a service delivery channel is how they manage service quality, which holds a significant importance to customer satisfaction. The purpose of this research was to gain a better understanding of the e service quality dimensions that affect customer satisfaction in online banking sector from a consumer perspective. Based on a detailed literature review, six service quality dimensions were identified, i.e. Efficiency, Responsiveness, Reliability, Fulfillment, Privacy and Corporate Image to be tested in the online banking sector against customer satisfaction. A sample of 150 respondents was selected through convenience sampling procedure. The results indicate that the Privacy and Efficiency dimensions have a strong impact on customer satisfaction, Reliability and Fulfillment have a moderate impact on customer satisfaction while Responsiveness and Corporate image showing a weak impact on customer satisfaction when it comes to the Sri Lankan context of online banking. It is expected that findings of this research study can be used by the relevant banks to do modifications to their prevailing online banking platforms.Item Study on Perceived Service Quality & Customer Satisfaction in Public Sector and Private Sector Banks in Sri Lanka(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Kalansuriya, P.V.; Fernando, P.M.P.The banking industry in Sri Lanka is currently facing dynamic challenges with the competition from industry players. The public and private sector players are trying to attract and retain a larger customer base which results in various strategies in service delivery. Service quality is a vital competitive strategy followed by banks to satisfy and retain its customers. This research used Attribute Service Model by Haywood-Farmer (1988) to measure the service quality of public and private sector banks and further it explored the customer satisfaction based on service quality in banks. For the research study, the sample was gathered from the Gampaha District and convenience sampling method was used to select the sample of 100 respondents. Both Pearson’s Correlation and Regression Analysis carried out showed that professional judgmental factors, physical facility judgmental factors and behavioral judgmental factors of service quality are leading to a positive relationship with customer satisfaction on public and private sector banks.Item How far Marketing Strategies followed by the Supermarkets will Impact on a Consumer to be loyal for a specific Super Market chain in Sri Lanka(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Jayasinghe, B.D.; Perera, G.N.R.The purpose of the research is to examine the effectiveness of marketing strategies of modern trade and their level of impact on customer loyalty towards supermarket chains in Sri Lanka. For the selected sample, which is from Colombo, Gampaha and Kelaniya areas, 100 questionnaires were distributed both in online and offline and the results gathered from responses were analysed in order to get a meaningful conclusion. To accomplish this, a conceptual framework was designed and relationships among its’ constructs (Above the line advertising, sales promotions, service quality and visual merchandizing) were hypothesized. The hypotheses were tested based on the identified marketing strategies which are above the line advertising, sales promotions, service quality and visual merchandizing in relation to the customer loyalty in supermarkets. Some of the variables are having moderate relationships while some are having strong relationships with customer loyalty. Hypotheses were tested using structural equation modelling and subgroup correlation analysis in SPSS.Item Factors Affecting Customer Satisfaction with Special Reference to Fast Food Restaurants in Sri Lanka.(Department of Marketing Management, University of Kelaniya, 2016) Shashikala, G.S.; Kumara, D.W.This study is focused on factors affecting customer satisfaction in fast food restaurant industry in Sri Lanka, where today various food companies offers many solutions to satisfy customer requirements, but yet no one was spoken and understood the affecting factors of those companies in connecting to the customer needs and wants.. The ultimate purpose of the marketer is to establish customer satisfaction within the fast food outlet through attracting them. Marketers use various tools to attract and satisfy customers. This study aims to identify major factors that customers are attracting and satisfying with fast food restaurants. The study uses quantitative research design method and analysis was done using 100 fast food outlet customers as a sample. The data was collected with standard questionnaire and customers were selected within the food outlets. Data analysis was done using descriptive statistics such as central tendency and dispersion. Correlation and regression analysis was used as inferential statistical techniques. From the analysis it was found that all four factors , namely product quality, service quality, physical design are influencing customer satisfaction of the fast food restaurants and out of four factors product quality is the most influencing factor.Item Impact of Service Quality on Customer Satisfaction: A Study of State Banks & Private Banks in Sri Lanka(Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Siriwardana, D.A.; Rathnasiri, U.A.H.A.Commercial banks play a major role in the economic development of the country. Customers prefer to get the maximum satisfaction; hence providing better service quality is the key to success and gives competitive advantage. This research is solely focused on service quality to determine the customer satisfaction. The aim of this study is to identify the impact of service quality on customer satisfaction using service quality dimensions by comparing government banks and private banks in Sri Lanka. Primary data were collected through a questionnaire and the stratified simple random sampling method used. Data were collected from respondents representing two state banks and two local private banks in Colombo district on SERVQUAL scale measure. Descriptive analysis, correlation analysis and regression analysis were used to evaluate the level of service quality. The results indicated significant positive relationship between service quality and customer satisfaction in the banking sector. The research findings showed the offering of high quality service will increase the customer satisfaction level, which leads to high level of customer loyalty for successful performance of banks.Item The Impact of Internet Banking Service Quality on Customer Satisfaction in Sri Lanka(Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Saumya, K.G.P.; Thilakarathne, C.R.Banking Sector plays a vital role in economic and financial development of a country due to its impact on the financial activities. Internet banking has become one of the widely used banking services among Sri Lankan retail banking customers in recent years. Providing high quality service to the customers is the ultimate objective of any organization. The key objective of this study is to ascertain the relationship between internet banking service quality and customer satisfaction in Sri Lankan banking context. In this empirical study, the SERVQUAL model, originated by (Parasuraman, et al., 1988) has been applied to examine the five dimensions of service quality namely tangible, reliability, responsiveness, assurance and empathy on customer satisfaction of commercial banks in Sri Lanka. The data were gathered through a structured questionnaire with 188 banking customers from five selected banks in western province using simple random sampling method. A descriptive analysis and regression analysis used to explore the level of service quality of Sri Lankan commercial banks from the customer’s perspective. The results reveled that tangible, reliability, responsiveness and assurance have more contribution to satisfy the customers in online banking. The study also explored that empathy has no influence on customer satisfaction in Sri Lanka. Therefore these findings will help the banks to establish a customer oriented strategy to retain their customers in future.Item Service Quality and Its Impacts on Customer Satisfaction in Ceylon Electricity Board (Colombo South Area)(Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Eshwara, I.D.K.; Wijesinghe, K.D.G.N.Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive and survive in the business. Therefore it is vital for businesses to understand how to measure service quality from the consumers’ perspective. Delivering a quality service will leads to higher customer satisfaction and profitability, reduction cost, enhance customer loyalty and retention. The main purpose of this study is to identify Service Quality and Its Impacts on Customer Satisfaction in Colombo South Area of Ceylon Electricity Board. SERVQUAL model is used to measure the quality of the service offered by Ceylon Electricity Board. The model consists of five dimensions such as tangibility, reliability, responsiveness assurance and empathy. Data was collected from customers in Colombo South Area in order to assess their expectations and perceptions of services received through structured questionnaire. Findings indicate there are relationships between service quality and service quality dimensions, all the SERVQUAL dimensions have a significant relationship with service quality and customer satisfaction. Tangibility, Reliability, Responsiveness, Assurance and empathy are all equally important for customer satisfaction. The management should not only focus for achieving objectives of the government and making profits, but must also look into the needs of the customers as well. Management should take responsibilities for implementing service quality improvement programmes and such programmes to be strictly followed effectively.Item The influence of service quality on customer loyalty in telecommunication Industry Sri Lanka(Department of Accountancy, University of Kelaniya, 2015) Chathurika, H.A.M.The main objective for the study is to assess how the customer satisfaction influences the customer loyalty. Services are rapidly growing into a major contributor to the Sri Lankan as well as the world economy, providing an ever increasing proportion to their GDPs. In this no exaggeration, then to say, that will be the key to long term economic success. As such as, it is essential stage to study why customers switch service providers The purpose of this study is to find out why customers switch producers in telecommunication industry in Sri Lanka. The objective of this study is to find out how the variable service quality will leads on customers switching. Telecommunication industry is one of the fastest growing sectors in Sri Lankan Service industry. There are Five major industries available in targeted areas. Primary data will be hope to collected from the customers through well designed questionnaires. Also focus group discussion and some of interview take placed to justify the findings. Targeted area is Gampaha district and sample size is 300 questionnaires. Interview and focus group discussion have taken place to find out the influences on purchasing. Hypothesis has formed as perceived higher level of service quality negatively correlated switching behavior. Collected data will be analyzed by quantitative techniques and MS excel sheet used to interpretation.