Marketing Management
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Item Income Level of the Consumer and Service Quality(2009) Herath, H.M.R.P.; Ranjanee, S.The bankingsector in Sri feqtp recent years. Services sector accoLr attitudetowardscu eisatisfactionandoptimization ofservice quality. With this background this study is aimed at identifying the significance of the income level of the consumers' on the evaluation of service quality in the retail commercial banking industry of Sri Lanka. Further, to identify whether there is any difference based on the level of income of the consumers on evaluation of service quality of the banks of which they are dealing with. A sample of 150 consumers was selected tfuougli stratified random sampling technique. The scope of the study was retail consumers of private and public commercial banks situated in the Gampahadistrict, who have been dealing with those particular banks rnofe than two years. The 1. lntroduction Deregulation of the banking sector has speed up the competition between banks and expanded the industry to greater extent and also the entrance of foreign banks to Sri Lankan market intensify the competition since the competitive edge that they are having with their huge asset base and advanced technology. Therefore banks need themselves to differentiate from other institutes. But being differentiated is not that easy for banks since their core business is to sell a service. Products can be differentiated easily with its features where as it is difficult with services due to its intangible nature. The only way of differentiating services is tangiblizing the service through improving the quality of the service. Therefore, due to the undifferentiated nature of money and other financial services, banks are now heavily rely on improving qualityof service to getthe competitive edge. Across all service industries, the issue of service quality remains a critical one as businesses strive to maintain a . comparative advantage in the marketplace (Stafford, 1996); ' Because,financi.al services, particularly banks, compete in the marketplace with generally undi{ferentiated products, hence service quatrity becomes a primary competitive weapon (Stafford, 1996). Banks that excel in quality service can,have a data groups based on their incomeItem Gender of the Consumer and Service Quality(2009) Herath, H.M.R.P.; Wanninayake, W.M.C.B.Banking and financial services are a demand,driven industry; which constitute an important part of the services iLn.MduwsotLrryJ.. tMfr@antLy! tr9e6g@ulLaqt.ovrrJy,, ns.ttrwuLctwtu,uraL l a@nr.dql iLg?ct htLnrLoUloLUgSiccLaqlL acthruatnLg5ec)s thaauvvce tLaukLeernL PpLliUcLev wyvLitLhtLiLnt, tLhItec wwuolrLlud Management, banking industry, in line with the trend towards a rfuire integrated global banking environment.The banking Faculty of commerce sector in Sri Lanka grew rapidly in the recent years. Services sector accounts 56.2Vo of Gross Domestic and. Management Product in Sri Lankan economy which is the highest in all sectors where as the financial services which ,, . studies' includes banking industry contribute 9.7vo to total Gross Domestic Producti Furthir in Sri tan*a, fi";";;"luniversiry "'rf:':::o:: system of the country mninly depends on banking system because banking sector represents o share of 70.8?o of total financial system of the economy. The rapidly changing and highly competitive environment which banks are forced to operate within are pushing them to rethink about their attitude towards customer satisfoction and optimization of service quality. Therefore identifying the significance of the gender of the consumers' on the evaluation of service quality in the retail commercial banking industry of Sri lnnka is significantly important. Further it is worth to identifu whether there is any dffirence based on the gender of the consumers on evaluation of service quality of the banks that they are dealing with. Based on the stratified sampling technique 150 consumers were selected as the sample. The scope of the study was retail consumers of private and public commercial banks situated in the Gampaha district, who have been dealing with those particular banlcs more than two years. Survey method used to gather primary data and it was developed on SERVQUAL model of sewice quality. The gathered data were analyzed using ANOVA andfindings showed that there is no any dffirence among the consumer groups based on their gender in terms of evaluation of service quality provided by the banks.Item Application of six sigma in India and Sri Lanka. Review of Professional Management(New Delhi Institute of Management, 2009) Tannan, S.K.; Herath, H.M.R.P.India has been pogitioned as the most favored destination for outsourcing in the world. The nation has made significant progress and established itself as a preferred outsourcing destination owing to factors like availability of vast talent pool, good telecom infrastructure, conducive Government policies, and stable economic environment and, above all, cost arbitrage benefits. Thirty Six Indian firms have made it to the 2007 Global Services 100 list of the world,s best InfoTech and Business process Outsourcing (BpO) companies. The USA with 32 companies is the second largest contributor to the list-however, over a dozen of these US firms operate largely through BpO offices in India. Some of the most successful companies today have adopted Six Sigma as a mean to achieve the end of providing a value proposition to clients that encompasses superior quality and competitive pricing. Over the years, Six Sigma has added multiple billions of dollars to the financial bottom-line of numerous organizations and is used in many areas, including financial, healthcare, military and generJl manufacturing. Among the leading companies that emphas,ize,Six Sigma are GE, Motorola, American Express, 3M, and Sun Microsystems, and Dupont, Bank of America, Rolls Royce, Boeing and Wipro. For companies, which are contemplating to embark on the Six Sigma journey, it just takes five basic steps to maintain and improve their competitive position: (1) Define competitiveness for the business (2) What are your customer expectations? (3) How are your competitors peforming? (4) determine the gaps between your competitork pedormance and your own (5) Close the gaps. Companies which have not yet embraced Six Sigma argue that approaches like TeM, Benchmarking, and business excellence are the key to unlock the potential in the organizations.Item A case study approach on impact of branding on society in Sri Lankan context(Kalasalingam University, 2008) Herath, H.M.R.P.In the Sri Lankan context the explored area of branding literature is relatively very low. r Nowadays the brands are marketed to the customers not the products. The customers are brand seekers not the product seekers. They are willing to pay premium prices for their favourable brands than the average brands. Today's customer is more sophisticated and challenging due to the unlimited exposure of information with the development of information communication Technology. Thereby it has become a challenge to the marketers when it come6 to differentiate their products from other similar products. How it has been solved is through creating a distinguish name, symbol, logo or combination of them which is known as a brand. The organizations are ready to spend any amount of money in order to improve their brand image because it is an investment for the organization rather than a merely expenditure. I4lhen it is looked at a brand from the organizational point of view, brand equity is a most important asset it their balance sheet. Hence the situation is so, the impact that the brands are made on the day to day lives of the customers is relevant to measure to look at the same phenomenon from the societal point of view.Item A comparative study of service quality and customer service in public sector and private sector commercial banks(2007) Wanninayake, W.M.C.B.; Dissanayake, D.M.R.The commercial banking sector in Sri Lanka has been rapidly growing in the last two decades. The entire banking sector consists of both private and public sector banks, and private sector banks have been diversifying tremendously compared to the public sector. The public sector banks are implementing restructuring strategies to face these competitive forces aroused by the private sector commercial bankers. However, the service quality improvements, differentiation of service marketing and continuous customer service enhancements are the critical successive factors in this industry. This study was based on both primary and secondary data. The primary data was collected from a sample survey that was conducted in six districts namely Colombo, Gampaha, Kurunegala, Anuradhapura, Kandy and Galle. Then, 300 respondents who are customers of banks having experiences in both public and private sector banks, were asked to answer the prepared questionnaires. The service quality and customer service were the major two variables of the above-mentioned research study. Finally, the study revealed that customers of public sector banks experienced a higher service gap compared to the private sector banks. However, the perceived satisfaction towards the public sector banks of rural area customers is higher compared to those of urban customers. The study identifies that the process efficiency and interactive service marketing are comparatively poor in public sector banks and yet customers feel a higher level of confidence on public sector banks than on the private sector. Researchers have presented some recommendations for public sector banks to develop service quality and customer service competitively.Item The impact of visual merchandizing on consumer store choice decisions in Sri Lankan Supermarkets(2007) Wanninayake, W.M.C.B.; Randiwela, P.The supermarket concept was initially started in Sri Lanka at 1980’s and the particular industry began to expand after the year 2000. The supermarket industry is at the growing stage of the Industry Life Cycle. The Visual Merchandising of supermarket outlets were focused in this study and major purpose was to examine the consumer reaction to the Visual Merchandising in supermarkets in Sri Lanka. This study was based on both primary and secondary data. The primary data were collected from the sample survey that was conducted in the area of Colombo, Kiribathgoda, Wattala and Maharagama. 200 respondents were selected for the sample. A questionnaire was designed to obtain customer’s attitudes regarding major variables of Visual Merchandising in their store choice decisions. Visual Merchandising was grouped into four variables namely Lighting, Design Layouts, Product Display and Cleanliness. The secondary data were collected from published sources. The study revealed that the influence emerged from Product Display and Cleanliness on consumer store choice decisions is very significant. The Lighting and Design Layouts moderately influenced their store choice behavior. The overall conclusion is that visual merchandising has significant impact on store choice decision of customers in Sri Lanka.Item The Attitudes of Customers towards Green Investments(2009) Wanninayake, W.M.C.B.; Herath, H.M.R.P.Wth the arrival of societal Marketing concept to the business environruent, Green Investment has g?ine!-much importance than it had. The societal marketing concept says rhil an organization should deliver the desired satisfaction of the customer in a way thit preserves or enhctnces the consumers' and the socie_ly's well-being. Investment in green sh-ares gives relaliveh,high rates ,.freturn- qs a sort of highly socially responsible investment. In the western countries q domestic growth in green investments introductions at the beginning of the 1990's and currently the market for green investments has been expanded rapti-ly. tn ile "us,a, one out of eight tLS dllturs invested in Green shares. The Sri Lankan market ii Cieen Investments, still not have reachecl to that level of western countries,-but_sr(uatly it has been improved than earlier years. Onbt a.fstv organizations can befomtd in sri Lanka thosewho engage in tropicalforestry. This paper deals with an evalaation of afiintctds of poten-tial "urto*", clientele towards the Green Investmen-ts, specially invest on tropical forgstry. The study was based on secon4ary da1a. and p-'lyory data. Primary data were collected by conducting a representative survey of interviewing 200 respondents through.a structured questionnaire. Tie sample elements were selected using convenience sampling teclniques descriptive statistics were used to analyze gathered clata. Findings showed that only a less percentage of interviewed customeri hid Jhvorable attitudes tgwards invest in tropigal for_eltry and furiher it was revealed that the willingness to invest in forestry is afunction ofvariables of edtlcatrion level, income, environmental awireness, nature of promotions and expected proJits. Based on the results, conclusions are drawn regarding marketing strategies to improve their market in the marketer's point of view.Item The impact of In-store environment on consumer store choice decisions in Sri Lankan supermarkets(Sabaragamuwa University of Sri Lanka, 2006) Wanninayake, W.M.C.B.; Dissanayake, D.M.R.Item Celebrity advertising and consumer behavior(Sabaragamuwa University of Sri Lanka, 2006) Weerasiri, R.A.S.; Wanninayake, W.M.C.B.Item The marketing trends of Sri Lankan tea exportation(Sabaragamuwa University of Sri Lanka, 2006) Wanninayake, W.M.C.B.; Dissanayake, D.M.R.