ICBI 2016
Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/15346
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Item 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.Item Impact of People, Process, and Physical Evidence on Consumer Buying Intention of Motor Insurance industry in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Weerasiri, R.A.S.; Maldeniya, D.History of insurance industry goes to over centuries and currently the industry is facing issues for a profitable growth. Especially the non-life insurance sector ran in a loss for last couple of years and few companies recorded a profit from investment income. But it was not a major issue for non-life insurance section since it operates with the life insurance section. According to the new rules and regulations implemented recently, life insurance and non-life insurance should be segregated into two business entities. Then non-life insurance companies in Sri Lanka will face issues for profitable growth. The researcher tried to find out an acceptable solution for this issue and to introduce recommendations for the insurance industry. The researcher met few senior professionals from insurance companies and got the basic idea about current situation. Also met few ex-professionals from insurance companies and collected information about the insurance industry. These meetings helped to identify how the insurance industry was operated before few decades ago. Then, the researcher developed a sample questionnaire and circulated among 25 respondents. Then the reliability testing was done and developed the final questionnaire. There were 200 respondent selected to collect primary data. These respondents were selected from the Gampaha district. The data was collected from five insurance companies’ customer base and the study targeted customers who live in Gampaha district. The questionnaires were circulated through Google forms. Both descriptive and inferential techniques were used to analyze the data. The findings reveal that people is the most influential variable that influences the customer buying intention of motor insurance in Sri Lanka. The process is the second important factor and the physical evidence is the third. The researchers recommend that in order to develop the efficiency of people in insurance industry, both sales and non-sale, insurance companies must improve the customer touch points and develop the effective and speedy processes so that they can face industry challenges successfully.Item Influence of 'Seven Ps' on Customer Satisfaction in Hotel Industry in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Shameem, A.L.M.A.This study aims to find out the influence of seven Ps’ on customer satisfaction in hotel industry in Sri Lanka. The hotels and tourism business has been developing with the world fashionable sector, and various kinds of marketing applications and practices are used to attract tourists in this particular industry. It is the largest and fastest growing business sector in Sri Lanka. Further the post war scenario, the hotel and tourism industry has strongly taken major role to contribute to the service industry of Sri Lanka. The place Pasikuda and Arugam Bay have become a famous tourist destination with the history of Sri Lanka. A methodical literature review was done in order to identify the variables for the conceptual framework of the study. For this study Pasikuda and Arugam Bay geographical areas were selected as a sample to represent the whole population in hotels in the East part of Sri Lanka, because these are major tourist destination in Eastern Province. This study used mixed methods research that combines both qualitative and quantitative research methods. The study findings strongly support the argument that the strategic marketing practices should be implemented holistically. According to the analysis, it is possible to conclude that six independent variables such as product, price, place, promotion, people, and process all have positive effect and direct relationship to customer satisfaction in hotel industry while physical evidence has a negative effect and direct relationship to customer satisfaction.