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 Tea Tourism as a Marketing Tool: A Strategy to Develop the Image of Sri Lanka as a Remarkable Tourism Destination(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Fernando, P.I.N.; Rajapaksha, R.M.P.D.K.; Kumari, K.W.S.N.Tourism is one of the world’s largest industries which provides employments to more than 100 million people around the world. Niche tourism refers to strategy that specific tourism product is personalized to meet the needs of a particular tourist segment. Hence Tea tourism has been identified as one of niche Tourism segments emerged with novel concept of sustainable and nature based eco-friendly tourism. The research objective of this study is to identify the potentials to promote Sri Lanka as a tea tourism destination with special reference to Badulla and Nuwara Eliya districts by investigating the tea tourists’ attitudes, expectations and destination attributes and local community involvement for tea tourism. Sample consisting of 173 tea tourists, structured questionnaire and semi structured interviews were adopted in primary data collection. The numerous potentials have been identified which will be useful in promoting tea tourism. Destination image building with the brand name of “Ceylon Tea”, global promotional campaigns with the collaboration of Social Media, Marketing tools and introducing sustainable tourism experience packages were recommended in order to promote tea tourism.Item Ramayana Trail as a Cultural Tourism Product in Sri Lanka; New paradigm for Destination Marketing(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Fernando, P.I.N.; Sarangi, P.Tourism is the most booming sector in service economy where the novel paradigms are popular among tourism destinations that lead to huge competition. Ramayana Trail is an untapped market which symbolizes eminent synthesis of Sri Lankan and Indian cultural values. Ramayana Trail features novelty nature in tourism industry which has been recognized by the least. Further there are more than fifty Ramayana related sites located in Sri Lanka. Hence it is crucial to promote this trail in order to persuade tourists for diversified experiences. The objective of the study is to identify the potentiality to promote of Ramayana Trail as a cultural tourism product with special reference to Uva and central province through the investigation of tourist‘s profile, existing awareness and destination attributes. Sample size was 120 tourists and for data collection semi structured questionnaire and interview method were adopted. The findings reveal that the existing level of awareness on Ramayana Trail is low among foreign tourists. However, Indian tourists are aware about the legend but not the Ramayana sites. Attraction has been identified as the most significant destination attribute and promotion of Ramayana trail as a cultural tourism product has been recommended through government intervention and websites, blogs and social media marketing tools.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.Item Issues in the Corporate Governance Model in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Edirisooriya, I.W.; Wanigasekara, W.A.D.K.J.Over the past twenty years the system and the practices of corporate governance have become more powerful because of its reputation and it was a concept which has obtained the attention of the people around the world. Although, the Anglo-Saxon model has impressed some good corporate governance practices in the companies, various constraints have limited its successful application in Sri Lanka. The main objective of this research is to identify and evaluate the key issues which have the impact on current corporate governance model in Sri Lanka. Conceptual model identified the relationship between independent variables which are enforcement, Shareholder’s rights, Regulatory framework, Transparency & disclosures, Ownership concentration and Board of Directors (BOD) responsibilities and the dependent variable which was effective corporate governance system. A survey questionnaire was administered to a convenience sample of 100 professionally qualified personnel or people who have an academic qualification. Descriptive statistics, frequency analysis and regression analysis were used to analyze the data. Results indicated Enforcement, transparency and disclosures are the most challenging factors in general whereas BOD responsibilities and rules and regulations are the least challengers. Based on the regression analysis, it was found that all six variables significantly affected to effective corporate governance system in Sri Lanka and the explanation power of corporate governance model by those six variables was 76.6%. There is no literature found in Sri Lanka to support these findings, since the conceptual model in this study has been not employed in prior studies in Sri Lanka.Item Corporate Governance and Firm Performance(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Panditharathna, K.M.This study examines the relationships between corporate governance attributes on firm performance of listed financial sector companies in Sri Lanka. Empirical analysis focused on 56 companies registered in the Colombo Stock Exchange (CSE) covering the industries of banking, finance and insurance for the years 2012, 2013, 2014 and 2015. The study used Ordinary Least Squares (OLS) method to analyze the data. The study finds that relationship between corporate governance and firm performance are not strong. Board size, proportion of independent directors and the proportion of female directors have not significant relationship with performance measures. But board effectiveness has a significant positive relationship with ROE. This study enables to companies to evaluate and restructuring of their board to enhance the performance of the company while contributing to the economic development of the country. Findings of prior study are more focused to the developed countries. This study fills that research gap and contribute to the present literature on corporate governance in the industries of banking finance and insurance.Item Potential of Tea Tourism in Sri Lanka: A Review of Managerial Implications and Research Directions(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Koththagoda, K.C.; Dissanayake, D.M.R.Tea tourism is increasingly recognized as an important scope as per the trade value and integrated contribution marked for the sustainable development in tourism industry. At present, most of the tea growing countries are practicing tea tourism as a diversified concept alongside its main stream of revenue generations as bulk tea and value added tea. Since Sri Lanka has a prominent Ceylon tea brand image embedded with quality value proposition to worldwide consumer segments, tea could also be turned as multiple channel of revenue generation to tourism sector. Thus, the main aim of this concept paper is to study the possible managerial applications in tea tourism in the Sri Lankan context and to postulate research insights for future studies to investigate the proposition of how Sri Lanka as a tea destination could influence consumer behavioral responses. Further, this paper has highlighted the future directions for the industry practitioners to penetrate tea tourism as a concept-based tourism option to skim the potential revenue models. According to the empirical findings the tea tourism concept could have ability to build and strengthen different theoretical basements such as Destination Branding, Designation of Origin and willing to pay aspects in order to attract potential customers towards the destination and enhance the revisiting choice of customer towards the destination with the influence of customer satisfaction and customer loyalty. Further findings have emphasized the necessity of destination profiling to be alongside customer profiling when branding a destination. Conclusively the study demonstrates how empirical research propositions could provide knowledge inputs to tea tourism related business models.