4th SICB -2016
Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/15479
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Item The Impact of After Sales Service Quality on Customer Brand Loyalty: With Special Reference to Construction Machinery Industry in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Pushpakumara, J.; Wanninayake, W.M.C.B.In Sri Lanka construction is the 4th largest sector with contributing 6-7% to GDP over past decade and provides employment to 4-5% of labour force. Construction industry mainly depends on construction machineries and there is no heavy construction machinery manufactures in Sri Lanka. Therefore, separate business sector has been developed for importing and distributing construction machineries. However, only few brands are dominating the market with strong CRM strategies and effective aftersales services. However there is no sufficient evidence whether effectiveness of after sales services has significant influence on the brand loyalty of construction companies towards heavy construction machinery brands in Sri Lanka. With the aforesaid background, the present study is focused on the assessing the impact of after sales service quality of heavy machinery providers on brand loyally of their clients towards heavy machinery brands. This study has been designed as quantitative research based on the positivism research paradigm. Both primary and secondary data will be collected for the study. Secondary data will be mainly collected through available online data, published government reports, journals, and company annual reports in construction industry. Primary data will be collected based on the survey among employees of construction companies. Accordingly, survey was conducted among the selected sample which is 396 and sample was selected randomly among the technical officers and other executives who are directly involved with purchasing of machinery from the machinery suppliers of industry. The research instrument will be a self-administrated questionnaire. Data will be analysed based on frequencies, percentages and descriptive statistical tools such as mean value and standard deviation while correlation analysis and regression analysis will be adopted for testing hypothesis. The findings of the study may be helped to develop effective after sales services heavy machinery suppliers for developing brand loyalty towards products among the construction companies in Sri Lanka.Item Impact of Social Media on Brand Loyalty: A Study of Telecommunication Companies in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Herzallah, F.M.F.; Jayarathna, L.C.H.The mobile telecommunication sector in Sri Lanka is very much competitive and this competitive trend is increasing. The subscribers now have various alternatives to choose according to their convenience. Therefore, to maintain the leading position in the market, mobile operators have to identify the factors related to customer satisfaction and loyalty. This paper aims to investigate the relationship between brand community presence on social media platforms and its impact on consumer brand loyalty while empirically analyze the ability of a brand to constantly interact with consumers on social media, and its impact on their loyalty. The study as a causal research will be conducted to understand the significance and impact of social media of telecommunication companies in Sri Lanka on Facebook on customer loyalty on the online platform. Accordingly, brand community and interactivity will consider as the independent variables where brand loyalty be the dependent variable in the conceptual model of the study. The population of the study is represented by the customers of mobile service providers working in the Sri Lankan market (Dialog, Moabitel, Etisalat, Airtel and Hutch). This study will contribute to determine how the social media platforms shape brand loyalty online and to what degree they are effective in making consumers forever be faithful to the brand. Hence, the study will provide a valuable contribution to the mobile service providers in Sri Lanka for decision making on their brand loyalty.