Symposia & Conferences
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Item CAN THE TRANS CASPIAN INTERNATIONAL TRANSPORTATION ROUTE (TITR) REALLY LINK ASIA TO EUROPE? AN ASSESSMENT OF PORT SERVICE QUALITY (PSQ) IN SEAPORTS WITH ROPMIS MODEL(Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Jeyhun, H.; Chang, C.T.Ports play a crucial role in the economy of many countries and regions. Failure or unreliability of port services can significantly influence port customers—shipping lines and cargo owners—and result in their dissatisfaction. TITR is an emerging trend competing to be the most effective, secure, and time-efficient transportation route, which runs through China, Kazakhstan, Azerbaijan, Georgia, Turkey and Ukraine and goes to Europe. It reduces time of shipments almost twice and promises high-level security. TITR is believed to highly contribute to the growth of the economies located on the route and neighborhood. However, no any prior academic study has been published assessing service quality of the seaports by comparing 5 countries, which can help to evaluate how competitive TITR will be in international transportation. The primary aim of the study is to utilize ROPMIS model proposed by Thai (2008) and employed by very few studies, particularly in Southeast Asia region. By using 257 logistics professionals with purposive sampling technique, the SEM results revealed that PSQ is five-factor construct, and resources, management, image and social responsibility, and outcomes significantly and positively affect customer satisfaction. In addition, it was found that PSQ’s indirect effect on attitudinal and behavioral loyalty of logistics firms on seaport service providers is more significant than direct effect. The major theoretical contribution of the study is that it validated ROPMIS model in broader geographical context rather than in one country, by further incorporating attitudinal and behavioral loyalty. The results would also be equally significant for countries and policy-makers to enhance the service quality in their sea-ports.Item Impact of E-Banking Functionality on Customer Satisfaction(Department of Finance, Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Wijerathne, N.S.Y.M.This study examines the significance of factors which contributes and enhances the adoption of E-banking and the impact of E-banking functionality on customer satisfaction in Sri Lankan context using primary data collected from questionnaire of customers at Kiribathgoda. Descriptive analysis provides evidences to state that even though considerable people are aware about internet banking, most of them are resistance to adopt internet banking. Correlation analysis examines the relationship between E-banking functionality and customer satisfaction. Accessibility, convenience, security, privacy and speed functionality has a moderate positive relationship and content and design functionality has a weak positive relationship. The result of the study concludes that accessibility, convenience, security, privacy and speed functionality has a positive significant influence of customer satisfaction. But content and design functionality not much important for adoption of E-banking on customer satisfaction.