Symposia & Conferences
Permanent URI for this communityhttp://repository.kln.ac.lk/handle/123456789/10216
Browse
3 results
Search Results
Item The Role of Service Quality on Customer Repurchase Intention of Fast Foods by Examining the Mediation of Customer Satisfaction(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Anuradha, P. A.; Gunawardane, W. A. D. N. R.The fast-food industry in Sri Lanka, particularly in the Western Province, has experienced remarkable growth over recent years. Franchised fast-food restaurants are becoming a dominant segment in this rapidly evolving market. This competitive environment necessitates that businesses prioritize exceptional service quality to ensure customer satisfaction and increase repurchase intentions. The primary objective of this study is to examine the role of service quality in influencing consumer repurchase intentions, with a particular focus on franchised fast food restaurants in the Western Province of Sri Lanka. This study was conducted using a quantitative research design and relied on collecting primary data through survey administration of a pre-set questionnaire to 400 respondents through a convenience sampling method. Data analysis was performed by IBM SPSS Statistics and involved describing the demographics of respondents along with key variables. The study’s findings underscore the significant and positive impact of all five dimensions of the DINESERV model on customer satisfaction. Among these, tangibility and reliability emerged as the most critical dimensions influencing customer perceptions of service quality. Additionally, customer satisfaction was found to strongly mediate the relationship between service quality and repurchase intentions. These results align with previous studies while also offering new insights specific to the Sri Lankan fast-food context, particularly in the franchised restaurant segment.Item The Impact of Loyalty Programs on Customer Retention of Retail Fashion Industry in Sri Lanka with the Mediating Effect of Customer Satisfaction(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Ranaweera, H. M. T. N.; Weerasiri, R. A. S.The main purpose of this study was to investigate which Loyalty Program has a greater impact on Customer Retention in the retail fashion industry Sri Lanka. Customer Satisfaction has been used as a Mediator between Loyalty Programs and Customer Retention. In this study, under Loyalty Programs which is the Independent Variable, four Sub Variables have been identified. That is Discounts, Gift Items, Gift Vouchers and Loyalty Cards. This research, which was conducted based on the western province of Sri Lanka, has been conducted using positivist philosophy and deductive (quantitative) approach. Accordingly, a questionnaire was used to collect data and 472 responses were received. Also, data was collected using the convenience sampling technique and after removing the incomplete response from the received responses, the analysis was done using 387 responses. The analysis done using descriptive analysis and inferential analysis enabled the researcher to get important findings. From the findings, confirmed that Loyalty Programs have a positive impact on customer retention and that customer satisfaction plays a mediator role. But the two hypotheses built regarding Discounts and Gift Items were rejected. That is, the findings confirmed that Discounts and Gift Items do not have a significant positive impact on customer retention and only Gift Vouchers and Loyalty cards have a significant positive impact on customer retention. And among these, Loyalty Cards were found to have a greater impact on customer retention. While conducting this study, the researcher faced various limitations. One of the main limitations faced by the researcher is the selection of the geographical location. Due to the difficulty in collecting data and the non-existence of certain loyalty programs in some areas, researcher had to limit himself to the western province. And time is another limitation faced in doing this research. The retail fashion industry is an industry where competition is growing day by day. Therefore, it is very useful for retailers to study the effect of loyalty programs to create customer satisfaction and customer retention. Retaining existing customers is more cost-effective than attracting new customers. Accordingly, retailers can invest more in identifying which loyalty programs have the most impact on customer retention. Also, from the findings, the retailers can understand the importance of Loyalty Cards because of the finding that they have a greater impact on Customer Retention. And gift vouchers help retailers increase sales. The reason is that customers tend to spend more than the amount mentioned in the gift voucher. Those interested in studying Loyalty Programs can conduct future research using a different industry or a different mediator. And this study was limited only to the western province of Sri Lanka. Because of this, research can be done to cover Sri Lanka in future research. Also, future research can be done using different measurement indicators of variables.Item The Impact of Cloud Kitchens on Customer Satisfaction: A Comparative Study with Traditional Restaurants in Sri Lanka(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Madhushani, A. H. L. H. H.; Karunanayake, R. K. T. D.The food and beverage industry is undergoing a transformative shift, driven by technological advancements and evolving consumer preferences. One of the most significant developments in this sector is the rise of cloud kitchen delivery-only food service models that operate without physical dining spaces. These virtual kitchens prioritize operational efficiency, affordability, and digital adaptability, providing a modern alternative to traditional dine-in restaurants. This study examines the impact of the absence of physical dining spaces in standalone cloud kitchens on customer satisfaction, compared to traditional restaurants in Sri Lanka. Using a quantitative research approach, data were collected through structured questionnaires from 386 respondents who had prior experience with cloud kitchens. The study analyzed key factors influencing customer satisfaction, including price advantage, accessibility and convenience, and digital adaptability. Descriptive and inferential statistical methods, including regression analysis, were used to evaluate these relationships. Findings indicate that price advantage plays a pivotal role in customer satisfaction, primarily due to lower overhead costs. Accessibility and convenience, facilitated by user-friendly digital platforms, emerged as significant contributors to positive consumer experiences. Additionally, digital adaptability, such as seamless online ordering and payment systems, further enhanced customer satisfaction. The results suggest that cloud kitchens outperform traditional restaurants in meeting modern consumers’ expectations for affordability and convenience. The regression model explained 66.6% of the variance in customer satisfaction, reinforcing the competitive advantages of cloud kitchens. However, the study’s geographic focus on urban Sri Lanka and the exclusion of factors such as food quality and third-party delivery services present opportunities for future research. From a theoretical perspective, this study extends the understanding of digital-first business models and their impact on consumer behavior. From a practical standpoint, the findings offer valuable insights for restaurateurs and policymakers to optimize cloud kitchen operations, integrate digital technologies, and develop regulatory frameworks that support sustainable growth in this sector. As cloud kitchens continue to disrupt traditional dining paradigms, these insights provide a foundation for innovation, adaptation, and long-term industry transformation.