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Item Determinants of Switching Behavior of Mobile Service Users: With Reference to Students of the State Universities in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Kumarasiri, C.J.; Perera, G.N.R.Mobile phones have evolved as important devises for human daily lives with many user friendly applications. The new era of the Smart Phones made telecommunication industry highly competitive. In Sri Lanka, Mobile telecommunication industry is one of the competitive industry consisting of five major service providers. In Sri Lanka, Mobile penetration has historically been relatively low compared with other more developed Asian markets but recently it has reached up with penetration level 105% by 2015 (Budde, Telecommunication research site,2015). Liberalization undoubtedly benefited the telecommunication market and since it’s reaching the mature stage, five service providers may face a bigger challenge in maintaining their profitability. This could be result in consolidation in mobile telecommunication market. Knowing about this uncertain future, all five operators are very much keen on sustaining their existing customers while acquiring new ones. The main objective of this research is to find the factors that influence the consumers in switching their service provider. The research will be descriptive research and will go with stratified probability sampling technique. For this study, researcher selected Sri Lankan state university students as the population. Out of 15 universities 3 have been selected using random sampling and data have been collected randomly from the selected three universities. Data collection was done through an online questionnaire. Questionnaire link was sent via mail and face book links to the selected sample. In case of not having mail or Facebook facility, members was given a printed questioner. Analysis of data, found that price, Inconvenience situations, Core service failure, Development of technology have significant impact on consumer switching behavior in mobile service Sector in Sri Lanka. And Switching cost also has an impact on switching behavior. Failed service encounter, competition and Response to failure service do not have an impact on consumer switching behavior.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.