1st ICARE Student's Conference - 2015
Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/10239
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Item The impact of internet banking service quality and corporate image on customer satisfaction in the Sri Lankan banking sector(Department of Accountancy, University of Kelaniya, 2015) Nimasha, N.A.D.A.Internet Banking has emerged as the most critical form of customer interaction, encompassing the structural changes required by the banks to compete within the financial markets..Technology advancement has modified fundamentals of marketing theories, particularly the banking sector. With the emergence of digital channels, banks are confronted with margin pressures and intense competition. In addition the customer’s quest for personalized services has intensified with the implementing of internet banking. Service quality is a pre-requisite for customer satisfaction and in a virtual environment the task becomes even more challenging to banks. Despite the explosive growth in internet banking globally, some countries still lag behind the implementation process. Security concerns persist as a salient feature and may be detrimental for the growth of the internet banking. In sequence with prior studies conducted in other countries, Corporate Image is envisioning as a control dimension of Service quality. (Rochi, 2014) The purpose of this study is to measure the satisfaction of Internet Banking (IB) customers in Sri Lanka. In this research internet banking service quality dimensions such as Tangibility, Reliability, Assurance, Responsiveness and Empathy considered as independent variables and customer satisfaction considered as dependent variable will be measured by using various service quality measurements. To gathering information for the research, Primary data will be collected through by developing self-administered questionnaire from the selected customers. The data will be contained the personal details, demographic details and perception of Customers on all dimensions of service quality. This empirically study attempts to identify factors that determine customers’ satisfaction with internet banking within the Sri Lankan banking context.Item Implication of internet banking and ATM to the business(Department of Accountancy, University of Kelaniya, 2015) Lekamge, I.C.Information Technology (IT) plays a vital role in all sectors in businesses today. This is particularly true in the information intensive industries, such as banking. It is well known that commercial banks increasingly use IT to gain competitive advantage. Focus of this research is to investigate the factors behind acceptance, rather non- acceptance, of ITDBS by Sri Lankan banking customers. The study mainly attempts to answer “why” and “how” questions rather than “what” questions. Published statistics on usage of such services were examined. Face to face discussions were held with bank managers. Semi structured interviews conducted with the banking professionals was the primary strategy of data collection in this respect. A questionnaire survey was administered with people attached to selected organizations. Usage of IT driven banking services by Sri Lankan customers are extremely poor, except for ATM services. This situation has been accepted by most banking professionals. Majority of Sri Lankans are not technology savvy the banks tend to adopt a wait and see attitude. Is this is a plausible argument from the banking point of view? If so why do the banks make high investments on IT driven banking services? Other conclusions of this research are mainly related to the proposed model that explains the reluctance to use ITDBS by Sri Lanka customers. This research highlights that fact that the decision makers and IT professionals in the banking sector are not adequately market oriented.