Symposia & Conferences

Permanent URI for this communityhttp://repository.kln.ac.lk/handle/123456789/10216

Browse

Subject: search.filters.subject.Service Quality

Search Results

Now showing 1 - 10 of 25
  • No Thumbnail Available
    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.
  • No Thumbnail Available
    Item
    The Impact of Customer Experience on E-Word of Mouth in the Local Cafe Industry in Sri Lanka
    (Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Dilshan, U. G. H.; Udara, S. W. I.
    This research examines the impact of customer experiences on electronic word-of-mouth (e-WOM) within the thriving cafe industry of Sri Lanka. In the scope of digital marketing, understanding and leveraging e-WOM is crucial for enhancing customer engagement and securing a competitive edge. However, with its growing importance, there is a notable lack of empirical study on how various aspects of the customer experience namely, the physical environment, aesthetic appeal, and service quality, affect e-WOM, particularly in Sri Lanka. A thorough review of existing literature highlights this shortage, indicating a significant opportunity for focused research to uncover the dynamics between customer experience facets and e-WOM. Grounded in a positivist research philosophy, the study embraces a deductive approach to test hypotheses derived from established theories. Utilising a cross-sectional survey design, the research captures data from 391 participants through a carefully constructed questionnaire, based on prior academic work. This questionnaire investigates various dimensions of customer experience that potentially influence e-WOM, ranging from environmental aesthetics to service responsiveness. The sampling strategy employed was convenience sampling, aimed at efficiently collecting data from respondents who frequent cafes, ensuring that the sample was representative of typical cafe consumers. Data collection was executed through online platforms and direct interactions to widen the research's scope and enhance the reliability of the findings. For data analysis, the study employed SPSS software, utilising regression analysis techniques to explore the strength and significance of the relationship between the studied variables. The results of the analysis reveal a strong positive correlation between the quality of customer experience and the likelihood of customers engaging in e-WOM. Each individual dimension of customer experience (environment, aesthetic experience, and service quality) independently demonstrated a significant positive impact on e-WOM. These findings underscore the critical importance of holistic customer experience management in cafes, suggesting that enhancing these aspects can significantly encourage positive e-WOM. Managerially, the findings of this study are invaluable, offering clear strategies for cafe owners and marketers to enhance customer experience and effectively promote e-WOM. The empirical results of this study contribute significantly to the limited scholarly resources on e-WOM within Sri Lanka's café industry. By providing these insights, the study lays a solid foundation for future research and offers practical approaches that can be employed immediately. These strategies are particularly crucial in the digital age, where online word-of-mouth can significantly influence public perception and consumer behaviour. Implementing the recommended changes could improve customer satisfaction, increase loyalty, and ultimately, bring greater business success to the competitive cafe market. However, the research recognises limitations in its design, primarily the study's cross-sectional nature, which may not capture evolving trends over time. To address these issues, future studies are encouraged to adopt a longitudinal approach. Such an approach would allow researchers to track the progressive impact of customer experience improvements on e-WOM over extended periods. This continuous study may give more precise insights, allowing café owners and marketers to successfully refine digital marketing efforts. Longitudinal data enables businesses to better understand the long-term effects of their customer experience strategies, respond to changes in consumer behaviour, and improve overall business success in the dynamic café industry.
  • Thumbnail Image
    Item
    Effect of Perceived Quality Assurance on Customer Loyalty in Automobile After-Sales Services: Investigating the Mediating Role of Customer Relationship Management
    (Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Perera, G. M. V. D.; Jayawardene, S. M.
    This research investigates the impact of perceived quality assurance (PQA) on customer loyalty (CL) in the automotive after-sales service sector in Sri Lanka, focusing on the mediating role of customer relationship management (CRM). Sri Lanka’s unique market dynamics, marked by high vehicle ownership costs and reliance on after-sales services, create a critical need for customer retention strategies. This study addresses the discrepancies in the literature regarding the mediating role of CRM in strengthening the relationship between service quality dimensions touch, reliability, responsiveness, assurance, and empathy and customer loyalty. Previous scholars have highlighted how integrating quality assurance practices and CRM contributes to sustainable customer engagement and loyalty. In developing countries such as Sri Lanka, the quality of after-sales service is critical for automobile customer loyalty because vehicles are often repaired and used for a long time due to the high purchase cost. Hence, the engagement of automobile customers with aftersales services is very high in countries such as Sri Lanka. However, there is a dearth of knowledge regarding how CRM activities mediate the relationship between perceived service quality and customer loyalty of automobile aftersales industry. Therefore, this research aims to examine the relationship between perceived quality assurance and customer loyalty in automobile aftersales services with special reference to Sri Lanka. A quantitative research approach was adopted using a structured survey distributed to a sample of 400 vehicle customers in Sri Lanka. Data collection targeted key dimensions of service quality, CRM practices, and loyalty indicators. Statistical analysis, including descriptive statistics, correlation, and regression analysis, was performed using SPSS software. Hypotheses were developed based on a conceptual framework integrating PQA, CRM, and CL and were tested to determine the strength and direction of relationships among the variables. The results confirm that all dimensions of perceived service quality significantly affect customer loyalty, with assurance and reliability showing the highest impact. CRM emerged as an important mediator, enhancing the impact of reliable quality assurance on loyalty. The findings are consistent with the existing literature, highlighting the importance of service quality dimensions in driving loyalty while expanding knowledge by emphasizing the mediating role of CRM. This study reaffirms the need to integrate robust CRM systems to bridge quality gaps and develop deeper customer relationships. Demographic results indicated that most of the participants were male, had been associated with service providers for more than seven years and lived in the western Province. Cronbach’s Alpha and KMO values were applied to assess the internal reliability and validity of items: all Cronbach’s Alpha values, and all KMO values were above the accepted criteria. Pearson coefficient yielded positive correlation between responsiveness, empathy, and customer loyalty where responsiveness and empathy were most correlated with each other with correlation coefficients higher than 0.7. Estimated results of the regression analysis showed that perceived quality assurance had a very significant positive influence on the dependent variable, customer loyalty and mediating role of CRM. As the table of model summary statistics presented, the R squared values were 0.629 meaning high explanatory power. The overall model indicated the values of B = 0.994 and the significance value of 0.000 for confirming all hypothesis. The study’s reliance on cross-sectional data limits its ability to observe long-term dynamics of customer loyalty. Given the self-reported nature of the data, social desirability bias may affect survey responses. In addition, the single market – Sri Lanka – limits the generalizability of the findings to other geographic contexts or industries. Future studies could address these limitations through longitudinal designs and multi-market comparisons. Theoretically, this research contributes to the limited knowledge on the mediating role of CRM in the PQA-CL relationship in developing economies. In practice, it provides actionable insights for automotive service providers in Sri Lanka, emphasizing the integration of quality assurance and CRM to improve customer satisfaction and loyalty. Recommendations include standardizing service quality delivery, investing in CRM training, and leveraging data analytics to personalize customer interactions. These steps can guide practitioners in designing effective after-sales strategies. Future research could explore digital CRM tools and evolving customer expectations in the automotive sector.
  • Thumbnail Image
    Item
    Information System Success Factors and Its Influence On The Adoption Of E-Government Services In Sri Lanka
    (Faculty of Commerce and Management Studies University of Kelaniya., 2024-11-01) Nethmini, U. T.; Parameswara, N. P.; Endagamage, D. M.
    In the contemporary landscape, the Sri Lankan government places great emphasis on harnessing digital technology to enhance the efficiency and effectiveness of its services (ICTA, 2020). However, the mere integration of digital technology into government services does not inherently guarantee substantial improvements; rather, its impact largely hinges on citizens' willingness to utilize these e-government services (Dayaratna-Banda & Dissanayake, 2022). Furthermore, the uptake of e-government services remains relatively low in Sri Lanka (Withanage et al., 2022). Hence, it becomes imperative to explore the factors that influence a citizens' intention to adopt e-government services. Drawing on the DeLone and McLean IS success (D&M) model, the study aims to examine the influence of Security, System Quality, Information Quality and Service Quality on the citizens’ intention to use e-government services. The study adopts a deductive approach and follows a quantitative research design. To examine the hypotheses, we distributed 350 questionnaires to Sri Lankan citizens who have internet access and have utilized online passport application, birth/marriage/death certificate, and vehicle revenue license services. The sample size was calculated using Cochran’s Sample Size Formula. The survey was conducted via a Google Form, and we received responses from 250 individuals. Analysis of the data indicated that Security, Service Quality, and Information Quality shows a significant impact on the intention to use e-government services. However, our findings did not show a significant impact of System Quality on the intention to use e-government services. This research fills a theoretical gap by revealing the influence of security and quality- related factors on the intention to use e-government services in Sri Lanka. Understanding these key factors will guide policymakers in formulating strategies to enhance the citizens' intention to use government websites for information and transactions. The study could be further extended to include other e-government services and a larger sample size representing the population.
  • Thumbnail Image
    Item
    The Impact of Quality Antecedents of Information System on End-User Satisfaction with special reference to Hirdaramani Industries (Pvt) Limited, Kuruwita
    (5th HRM Student Research Symposium 2018, Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2018) Wijesinghe, S. A. D. D. S.; Thisera, T. J. R.
    The present study attempts to identify the impact of quality antecedents (i.e., Information Quality, System Quality and Service Quality) on End-User Satisfaction of Information System with special reference to Hirdaramani Industries (Pvt) Ltd in Kuruwita using executive level employees. This study was quantitative and cross sectional. Data were collected through a self-administered questionnaire from all executive level employees attached to Hirdaramani Industries (pvt) Ltd, Kuruwita. Correlation and Regression analysis were used as analytical tools. Findings revealed that Information Quality, System Quality and Service Quality have positive impact on End-User Satisfaction of Information System. The study contributes to the theory enhancement on quality antecedents of Information System and End-User Satisfaction and the study provides practical implications for managers who deal with the Information System
  • Thumbnail Image
    Item
    Service Quality, Client Satisfaction and Loyalty towards Audit Firms: Perception of Sri Lankan Companies
    (4th International Conference for Accounting Researchers and Educators, Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2018) Sudusinghe, L.H.; Perera, H.A.P.L.
    In the context of auditing, the quality of service provided by audit firms is a very important issue when signs of dissatisfaction with the services arise. In today, quality of services is an important element for enhancing customer satisfaction and customer loyalty. Service quality is the major force for business sustainability, it is recognized that high quality service is essential for the success of the firms. The main objective of this study is to examine the relationship between service quality, client satisfaction and client loyalty towards audit firms in Sri Lankan companies. In order to accomplish the objective of the study, data were gathered from primary source using a standard questionnaire. The simple random sampling technique was used and questionnaires were sent to 100 randomly selected companies in Sri Lanka who used and received audit service from audit firms in Sri Lanka. The mediating effect of the client satisfaction is separately examined with the client satisfaction and the client loyalty. Regression, Descriptive Statistic and correlation analysis were used as the data analysis tools of this study. According to the results of the study, client companies were satisfied with the tangible dimension but were dissatisfied with the other four dimensions. Customer satisfaction was found to partially mediate the relationship of reliability and customer loyalty.
  • Thumbnail Image
    Item
    EXAMINING CRITERIA USED BY PARENTS WHILE SELECTING SCHOOLS FOR CHILDREN COMPARING SERVICE QUALITY MEASUREMENT APPROACHES: A DEVELOPING COUNTRY PERSPECTIVE.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Synthia, I.J.; Chowdhury, T.A.
    The study examines the diverse attributes used by the parents while selecting schools for their children in urban Bangladesh and proposes a statistically significant five dimensional 22-item school choice index. Methodology of the study is based on 1121 data collected randomly that demonstrate factors affecting parents to perceive the service quality of the educational institutions (private and public) before taking admissions for their children. Transparent admission policy was found to be the top ranked determinant of school selection followed by indicators such as performance of the teachers, school’s ability to build critical thinking skill among students, parents-teacher relation and sincerity of the school management. Even though academic achievement was considered to be a critical performance indicator of service quality, our results revealed that this is not the top most school selection criterion. Rather, parents accentuated more towards development of good skills, morality, self-discipline etc. Dimension wise results found that ‘responsiveness’ and ‘school’s image’ in the society were the most vital measure factors. Additionally, the paper compared the factors used with the sought-after service quality measurement frameworks (Gronroos Model, SERVQUAL, SERVPERF) which postulated that it is impractical to assume that generic models capture a detailed perspective of a complex sector like education and stressed to adopt a context specific view of service quality combining multiple theoretical approaches.
  • Thumbnail Image
    Item
    AN ASSESSMENT OF RETAIL SERVICE QUALITY: AN EMPIRICAL STUDY OF THE RSQS IN SRI LANKAN SUPERMARKETS
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Nihas, R.R.
    eterminants of customer satisfaction. It has also become the key to sustainable competitive advantage for mainly service dominant organizations as well as for the grocery retail sector. This study attempts to measure the consumers‟ perception on retail service quality and its impact on customers‟ satisfaction in supermarkets in Sri Lanka. In order to collect primary data,168 retail shoppers from major supermarket outlets in Colombo district were contacted. The Retail Service Quality Scale (RSQS), which comprised of 27 retail service quality items under five dimensions namely, physical aspects, reliability, personal interaction, problem solving and policy has been used as the data collection instrument. The results of the study were shown that the retail service quality has a positive correlation with customer satisfaction. Further, 80 percent of the variation has been found which is also in the significant level. It means that, customer satisfaction in the retail supermarket is determined or influenced by the retail service quality. Therefore, service quality is viewed as strategic formula in the marketing practices among retail outlets to enhance the customer satisfaction in both developed and developing countries. Before we come to the general conclusions in the Sri Lankan context, studies among retail service quality should be taken in the various service industries. Further, the concept like retail service quality should be connected with customer loyalty, customer retention and brand equity to get the more insights in the marketing practices of the retail supermarkets. Additionally, we suggested to the future researchers or scholars to carry the research on the factor analysis in order to find out the applicability of RSQS in the Sri Lankan perspective
  • Thumbnail Image
    Item
    HUMAN RESOURCE MANAGEMENT PRACTICES AND SERVICE QUALITY - REFERENCE TO PRIVATE HOSPITALS IN SRI LANKA
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Victor, L.D.; Kennedy, F.B.
    The human resource management practices, which play a central role in the exchange relationships between the organisation’s management and its employees, are connected to every stage of the employment circle, and through these engagements employees obtain valuable information about the organisation and the way it is managed. These activities show employees, in practice, what is valued in general, and how the organisation views them in particular. When employees deal with customers they bring to the interaction their perceptions of human resource management practices. This might have an effect on service quality. The marketing discipline defines quality as meeting or exceeding the expectations of customers and the customer satisfaction is driven through high service quality. Increased levels of competition have compelled many health care organisations to learn how to differentiate themselves and consequently, assessments of service quality have become critical for hospitals. This research undertaken from Patients’ and Human Resource Manager’s points of view to find out the impact of human resource management practices on service quality in the private hospitals. A survey was conducted with 75 Human Resource Managers of the private hospitals and their 745 customers. The researchers used SPSS 16.0 to analyses the data. The study concluded that the human resource management practices have impacted on service quality at a high level of human resource manager to the patients of private hospitals and resulted that the five human resource management practices accounted for 93.7% of the variation in service quality, while the 6.3% of variation was unexplained by these variables.
  • Thumbnail Image
    Item
    CAB SERVICE QUALITY IN SRI LANKA: A COMPARATIVE STUDY BETWEEN COMPANIES AND INDIVIDUAL CUSTOMERS
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Heruppage, K. S.; Aththanayake, A.M.A.S.; Samarasekara, P.G.S.T.
    Number of cab services has been organized to serve the travelling needs of individual and companies to gain smoothly driven day to day activities. Competitive and competent rivals are being attracted by the growing fleet management industry in Sri Lanka. Similarly doing research in this field is providing an great insight for the fleet management companies that how to organize their mobile services cape in efficient manner related to service quality dimensions. Even though it is an emergent industry, it’s reflects the less number of research data regarding the expected service quality and the perceived service quality of their customers. The objective of this research was to compare the customer satisfaction between the corporate and individual’s needs. The research has been carried out through a questionnaire survey among the 187 individual customers and 176 corporate clients. Quantitative types of data gathering and analysis tools drives to reveal the results from selected sample. The results have revealed that there has a significant difference of gap between the performance and expectation between individual and corporate clients. in relation to all dimensions of SERVQUAL model, which are tangibles, reliability, responsiveness, assurance and empathy. Finally, there was a significant difference only for the dimensions of reliability, tangibility and assurance.