Browsing by Author "Hennayake, H.M.G.Y.J."

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    Impact of Service Quality on Customer Satisfaction: The Case of State Commercial Banks in Rural Economic Context
    (Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Hennayake, H.M.G.Y.J.
    The products and services offered by banks are very similar. The differentiator is the level of service quality. Many studies have been conducted to explore the impact of service quality on customer satisfaction in retail banking. However; it was found that fewer studies were conducted to identify the impact of Human Related and Non-Human Related Factors of perceived service quality on customer satisfaction with special reference to rural economic contexts. Alongside the research context briefed, the key purpose of this study was to examine how perceived service quality factors impact on Customer Satisfaction. Data were collected through a sample of 210 respondents from Puttlam District. A deductive approach was employed to construct the conceptual framework and accordingly hypotheses were formed. Survey method was followed for the data enumeration and SPSS 20 software package was used for data analysis. The hypotheses were tested using Co-relations and Regression analysis. The findings revealed that the Human Related Factors of perceived service quality has a greater impact on customer satisfaction whereas Reliability and Responsiveness are the most influential factors on customer satisfaction. Managerial implications and the research propositions were suggested for the service marketing sphere at the conclusion.
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    STUDY OF CONSUMER ATTITUDES TOWARDS GREEN COSMETIC PRODUCTS AND ITS IMPACT ON CONSUMER PURCHASE INTENTION.
    (Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Fernando, P.M.P.; Hennayake, H.M.G.Y.J.
    Consumers have translated their environmental concerns into actively demanding and purchasing green products. The cosmetics industry could not be excluded from this driving trend towards green products. As a result of the growing number of green consumers, marketers are targeting the green market segment. Most of the companies in the personal care products sector are changing into organic ingredients to win these environmentally conscious consumers. However, a limited research attention has been given on this product category within Sri Lanka. Therefore, the purpose of this study is to investigate the attitudes of customers towards green cosmetics and its impact of consumer purchase intention. The data was analyzed using descriptive analysis, Pearson correlation analysis ®ression analysis. A deductive approach was employed to construct the conceptual framework and accordingly hypotheses were formed. Survey method was followed for the data enumeration using a self-administrated questionnaire. The results revealed that majority of the respondents consider health consciousness, self -image & green product attributes as most influential factors for the purchase intention. Further majority of consumers have positive attitudes towards green cosmetics products. This would be a favorable sign for the green cosmetic producers and suppliers in Sri Lanka.