Browsing by Author "Kulathunga, D."

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    Impact of self service technology quality on customer satisfaction: A case of retail banks in western province in Sri Lanka
    (Gadjah Mada International Journal of Business, 2015) Gunawardana, H.M.R.S.S.; Kulathunga, D.; Perera, W.L.M.V.
    Abstract: Rapid technological advancement in the banking environment drives Sri Lankan banks to adopt self-service technologies to deliver services via SMS banking, Internet banking and telephone banking facilities, Automated Teller Machines (ATM) etc. This study explored the perceived quality of the self-service technology of these services and its effect on customer satisfaction. The literature survey and in depth interviews helped to formulate quality dimensions: security, efficiency, eases of use, reliability and convenience and those dimensions were assessed through a questionnaire. This study surveyed 215 customers from branches of six dominating commercial banks located in Western Province of Sri Lanka. Data were subjected to Principal Component Analysis and retained factors were regressed using multiple regressions to assess the impact of quality dimensions on customer satisfaction. The results revealed that reliability and convenience have positive impacts on customer satisfaction but efficiency has a negative effect.
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    Teaching Adjectives through Poetry in the ESL Context
    (English Language Teaching Unit, Faculty of Humanities, University of Kelaniya, Sri Lanka, 2016) Kulathunga, D.
    English poetry is an integral part of ESL teaching in Sri Lanka. The mode of teaching poetry can be done in various ways, especially when spoken and performance aspect of poetry is considered. However not all English teachers use poetry as supplementary material to teach grammar. This study was conducted to investigate the effectiveness of using poetry for language learning purposes in the ESL classroom. The investigation was conducted involving 40 students from grade 6 who are learning English as a second language at Alawwa Central College. An experimental group of 20 students were taught adjectives using poems. The other 20 students in the control group were taught adjectives without using poems. A pretest was conducted to ensure that both the experimental and control group students were homogenous. Two short tests were administered after the teaching session for both groups. The overall findings of the study signify that poetry can be effectively used for language learning purposes in the ESL context. In conclusion, it can be said that students seem to respond to the lesson better when the teaching tools are creative. Further research into different approaches towards using poetry is recommended in order to have a more holistic idea about this filed.