Symposia & Conferences
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Item DEVELOPMENT AND EVAPORATION OF CUSTOMER LOYALTY: A NEW CONCEPTUAL MODEL.(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Karunaratna, A.C.; Kumara P.A.P.S.Customer loyalty has become a strategic tool in the highly dynamic and competitive business context. Due to the magnitude of its impact, loyalty is treated as the new mantra for sustained growth and profitability of the business. Especially in the marketing context, customer loyalty has become the focal point of interest for marketing researchers and practitioners. Customer retention is vital for a firm because acquiring a new customer is far more expensive than keeping an existing one. In retaining customers, loyalty plays a vital role. Preserving a satisfied customer base is highly important for a company, because highly satisfied customers stay loyal longer, talks favourably about the company products and services, less pay attention on competing brands and especially less sensitive to prices and offers of competing brands. Customer loyalty has been addressed in different views in different contexts such as brand loyalty, vendor loyalty, service loyalty and store loyalty etc. Because of its higher weight, the concept of customer loyalty has drawn a greater attention in the modern marketing context. An extensive survey of literature was conducted to identify the major determinants of customer loyalty. Although scholars have examined the impact of the various determinants on customer loyalty, studies on how customer loyalty is developed and evaporated are limited. At the initial phase, it is studied how loyalty is developed and identified the factors of customer loyalty. In the second stage, it is studied how loyalty is evaporated and what factors will be affected on this behaviour.Item DIMENSIONALITY OF SERVQUAL: A CASE STUDY IN SRI LANKAN VETERINARY HOSPITAL(Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Weerasiri, R.A.S.; Dassanayake, P.S.Sri Lanka is a gifted country with precious natural resources and strong cultural heritage which nurtured mainly by Buddhist philosophy. However, globalization by technology, liberalization of economy associated with economic growth and rapid urbanization made greater demand for veterinary healthcare which leads to high competition among veterinary healthcare providers. The most important competitive edge associates with delighting customers by offering an unimaginable service quality. Furthermore, there’s a vacuumed space in literature regarding measuring service quality and relationship between service quality and customer satisfaction in Sri Lankan veterinary healthcare. Therefore, purpose of this study was threefold. They were to examine dimensionality of SERVQUAL, confirm service quality model and determine relationship between service quality dimensions and customer satisfaction. This study carried out at Out Patient Department (OPD), of Sri Lankan Veterinary Hospital. The sampling technique was systematic random sampling and selected sample size was two hundred respondents. Data collection done by administering questionnaire just after experiencing service delivery. Data analysis done by Exploratory Factor Analysis, reliability test, tests for convergent and discriminant validity, unidimensionality, followed by Confirmatory Factor Analysis. From the results of earlier tests, researchers were able to confirm model with goodness- of-fit with only four dimensions. Namely, empathy, assurance, reliability and assurance. According to confirmed model, researchers were able to formulate hypotheses and further analysis by multiple regression analysis revealed all four hypotheses were acceptable. Finally, researchers conclude, empathy, reliability, assurance and tangible dimensions of SERVQUAL has positive impact on customer satisfaction in Sri Lankan Veterinary Hospital. The most important dimension for customer satisfaction was empathy and followed by assurance.Item PSYCHOLOGICAL FACTORS AND CUSTOMER SATISFACTION AT RETAIL STORES IN JAFFNA MARKET(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Vaishanvai, S.; Vinothini, R.; Thadsaniya, I.; Vimalini, V.; Suvithika, S.; Keerthika, S.; Shivany, S.Marketing starts with the needs of the customer and ends with his satisfaction. Consumer is the one who consumes the goods and services produced. The psychological factors are the factors that about the psychological of on individual that drive. His actions to seek satisfaction. Some of the important psychological factors are perception, motivation, learning, attitude and beliefs. Customer satisfaction dissatisfied customer will probably cut their relationship with be engaged in negative word of mouth advertisement will directly affect a company’s maintenance and profitability. The satisfied customer will probably talk about their experiences with others who then will be engaged in positive verbal word of mouth (oral) advertisement. Customer satisfaction is the important phenomenon in the retail business; psychological factors have the major influence on customer satisfaction. This paper is probably the first to explore the link between psychological factors and customer satisfaction in Jaffna in retail store contexts. Convenience sample of Jaffna retail customers surveyed using a self administered questionnaire. Through the quantitative methodology, data were collected from 120 retail customers in Jaffna retail market. Descriptive and inferential statistical were used to analysis the data. Finding shows that psychological factors contributes to customer satisfaction at retail sector. Even thought motivation, perception, learning and attitude are contributing to customer satisfaction. Motivations at this retail stores are boosting in creation of customer satisfaction at retail stores. Therefore, this study has a practical implication for managing motivational factors in this retail sector.Item DIMENSIONALITY OF SERVQUAL: A CASE STUDY IN SRI LANKAN VETERINARY HOSPITAL.(Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Weerasiri R.A.S.; Dassanayake P. S.Sri Lanka is a gifted country with precious natural resources and strong cultural heri tage which nurtured mainly by Buddhist philosophy. However, globalization by technology, liberalization of economy associated with economic growth and rapid urbanization made greater demand for veterinary healthcare which leads to high competition among veterinary healthcare providers. The most important competitive edge associates with delighting customers by offering an unimaginable service quality. Furthermore, there’s a vacuumed space in literature regarding measuring service quality and relationship between service quality and customer satisfaction in Sri Lankan veterinary healthcare. Therefore, purpose of this study was threefold. They were to examine dimensionality of SERVQUAL, confirm service quality model and determine relationship between service quality dimensions and customer satisfaction. This study carried out at Out Patient Department (OPD), of Sri Lankan Veterinary Hospital. The sampling technique was systematic random sampling and selected sample size was two hundred respondents. Data collection done by administering questionnaire just after experiencing service delivery. Data analysis done by Exploratory Factor Analysis, reliability test, tests for convergent and discriminant validity, unidimensionality, followed by Confirmatory Factor Analysis. From the results of earlier tests, researchers were able to confirm model with goodness- of-fit with only four dimensions. Namely, empathy, assurance, reliability and assurance. According to confirmed model, researchers were able to formulate hypotheses and further analysis by multiple regression analysis revealed all four hypotheses were acceptable. Finally, researchers conclude, empathy, reliability, assurance and tangible dimensions of SERVQUAL has positive impact on customer satisfaction in Sri Lankan Veterinary Hospital. The most important dimension for customer satisfaction was empathy and followed by assurance.Item The Study on the Impact of Customer Based Brand Equity on Customer Satisfaction: With Special Reference to Corporate Customers of Arpico Interiors Brand in Western Province(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Marasingha, T. R.; Herath, H.M.R.P.This research was done to identify the impact of: Customer based brand equity on customer satisfaction of Arpico Interiors brand in Western province, Sri Lanka. Based on Aaker (1991)’s: Customer based brand equity model, the researcher constructed the model and the purpose was to investigate the applicability and practicality of the model with reference to Arpico Interiors brand. Brand Associations by nine items, Perceived Quality by six items, Brand Loyalty by Three items and Customer Satisfaction by three items were considered. According to Greener (2008), convenience sampling method was taken for the sample calculation and only 270 respondents as representing each district, 90 respondents per each were taken to the sample and selfadministered, standard structured questionnaires were distributed for corporate customers of Arpico Interiors (Pvt) Ltd. After checking whether the research fulfills three assumptions, regression analysis was run to measure the impact of brand equity dimensions on customer satisfaction. Based on the findings, H1, H2 and H3 were accepted which denote the brand association, brand awareness and perceived quality impacts on customer satisfaction of Western province and it was proven that the brand loyalty has no impact on customer satisfaction of Arpico Interiors brand in any of the districts of Western province.Item Customer Perception and Awareness towards Mobile Money: The Study Based On Colombo and Gampaha Districts(Department of Finance, Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Weerabangsa, K.K.M.D.This research study has mainly focused on customer perception and awareness towards mobile money service in Sri Lanka. It has used a structured questionnaire which has been distributed within Colombo and Gampaha districts among mobile phone users. According to the findings of the research most of the m-money users in Western Province are facilitated with the fund transferring service. Awareness of the customers in Western province is at a satisfactory level in considering the results obtained from the questionnaires. As well it was identified m-money customers has faced many problems mainly with the m-money agents, limitation in the amount approved for transferring, lack of cash points in every village. Some respondents has stated that they have not engaged with m-money service due to lack of trust, and understanding. As per the respondents the trust on this service has in a lower level due to the unavailability of proper legal framework for m-money service in Sri Lanka. This has caused for arising illegal activities like mainly the money laundering. Based on this situation it has recommended for future researchers to pay their attention on the risks associated with m-money service in Sri Lanka which can be useful for considering in establishing a proper legal framework to m-money service.Item The impact of internet banking service quality and corporate image on customer satisfaction in the Sri Lankan banking sector(Department of Accountancy, University of Kelaniya, 2015) Nimasha, N.A.D.A.Internet Banking has emerged as the most critical form of customer interaction, encompassing the structural changes required by the banks to compete within the financial markets..Technology advancement has modified fundamentals of marketing theories, particularly the banking sector. With the emergence of digital channels, banks are confronted with margin pressures and intense competition. In addition the customer’s quest for personalized services has intensified with the implementing of internet banking. Service quality is a pre-requisite for customer satisfaction and in a virtual environment the task becomes even more challenging to banks. Despite the explosive growth in internet banking globally, some countries still lag behind the implementation process. Security concerns persist as a salient feature and may be detrimental for the growth of the internet banking. In sequence with prior studies conducted in other countries, Corporate Image is envisioning as a control dimension of Service quality. (Rochi, 2014) The purpose of this study is to measure the satisfaction of Internet Banking (IB) customers in Sri Lanka. In this research internet banking service quality dimensions such as Tangibility, Reliability, Assurance, Responsiveness and Empathy considered as independent variables and customer satisfaction considered as dependent variable will be measured by using various service quality measurements. To gathering information for the research, Primary data will be collected through by developing self-administered questionnaire from the selected customers. The data will be contained the personal details, demographic details and perception of Customers on all dimensions of service quality. This empirically study attempts to identify factors that determine customers’ satisfaction with internet banking within the Sri Lankan banking context.Item The impact of internet banking service quality on customer satisfaction in Sri Lanka(Department of Accountancy, University of Kelaniya, 2015) Saumya, K.G.P.Internet banking is one influential form of technology-based self-service which is denoted as e-banking (Fredriksson, 2003) . Internet Banking has emerged as the most critical form of customer interaction, encompassing the structural changes required by the banks to compete within the financial markets (Rochi, 2014). Todays, no organization can be successful without regard to the needs and demands of its customers’ satisfaction (Ganjinia, Gilaninia, & Tajani, 2013). Due to the growth of technology , banking has done significant activities associated with investment in electronics to create customer satisfaction (Jun & Cai, 2001). This empirically study attempts to identify factors that determine customers’ satisfaction with internet banking within the Sri Lankan banking context. Objective of this study is to ascertain the most significant service quality dimensions that satisfy customers in internet banking. Further purpose of this study is to determine whether satisfaction ratings with internet banking service quality are influenced by customer demographic variables (Gender, age, education, income and marital status). In this crosssectional study, data on the six independent variables such as speed of delivery, ease of use, reliability, responsiveness, control, security and the dependent variable as customer satisfaction will be measured by using various service quality measurements. To gathering information for the research, all the data will be collected through primary data by developing self-administered questionnaire. The rationale of this research is to recognize the impact of service quality factors on customer satisfaction in internet banking. That means that a study of this nature is deem very important for not only academics but also players in the banking industry.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.Item The empirical study on customer satisfaction towards service quality of commercial banks in Sri Lanka with a comparison between state banks and private banks(Department of Accountancy, University of Kelaniya, 2015) Siriwardana, D.A.Commercial banks play a significant role in the economic development of the country representing major part of the service sector. Hence, providing better service quality is vital as banks have to compete for customers. Customer who select bank for their financial services will always prefer to get the service that gives them maximum satisfaction. Although there are other factors such as price, product quality etc other than service quality that determine customer satisfaction (Wilson et al. 2008, p. 78-79) the research is focused on service quality alone to determine the customer satisfaction. The Objective of this study is to investigate the level of service quality of private and state commercial banks in Sri Lanka from the perspective of bank customers and assessing the satisfactions towards the services provided by the commercial banks (Morawakage, 2013). A descriptive statistics analysis and regression analysis use to evaluate the level of service quality of Sri Lankan commercial banks from the customers’ perspective. The measurements used were based on widely accepted SERVQUAL model (Parasuraman et. al. 1985, 1988, 1991). Morawakage (2013) stated that the results of the study indicated significant positive relationship between service quality and customer satisfaction in Sri Lankan commercial Banking sector. The expected finding is to show that there is a significant gap between customer expectations on state banks and private banks in terms of service quality in Sri Lanka.