1st ICARE Student's Conference - 2015
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Item The impact of internet banking service quality on customer satisfaction in Sri Lanka(Department of Accountancy, University of Kelaniya, 2015) Saumya, K.G.P.Internet banking is one influential form of technology-based self-service which is denoted as e-banking (Fredriksson, 2003) . 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 (Rochi, 2014). Todays, no organization can be successful without regard to the needs and demands of its customers’ satisfaction (Ganjinia, Gilaninia, & Tajani, 2013). Due to the growth of technology , banking has done significant activities associated with investment in electronics to create customer satisfaction (Jun & Cai, 2001). This empirically study attempts to identify factors that determine customers’ satisfaction with internet banking within the Sri Lankan banking context. Objective of this study is to ascertain the most significant service quality dimensions that satisfy customers in internet banking. Further purpose of this study is to determine whether satisfaction ratings with internet banking service quality are influenced by customer demographic variables (Gender, age, education, income and marital status). In this crosssectional study, data on the six independent variables such as speed of delivery, ease of use, reliability, responsiveness, control, security and the dependent variable as customer satisfaction will be measured by using various service quality measurements. To gathering information for the research, all the data will be collected through primary data by developing self-administered questionnaire. The rationale of this research is to recognize the impact of service quality factors on customer satisfaction in internet banking. That means that a study of this nature is deem very important for not only academics but also players in the banking industry.Item The impact of customer retention and customer service quality on customer satisfaction in the Sri Lankan banking sector(Department of Accountancy, University of Kelaniya, 2015) Madushanka, G.G.A.S.D.It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. s. The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM), phone banking and also maturing financial market and global competition have forced bankers to explore the importance of customer loyalty. (Ganjinia, Gilaninia, & Tajani, 2013) Therefore, studies need to focus on the changing role of the banking system and its dynamic financial market. This study will be undertaken with the objective of finding out the impact of the service quality on customer‘s satisfaction in banking sectors. For this study, Quality of services will be evaluated by reliability, functionality, responsiveness service design and assurances, and also reviewed with help of the GAP (SERVQUAL) analyze. Primary data will be collected through by developing self-administered questionnaire from the selected customers. Formal Interview and focus group discussion will be taken place to find out the influences on purchasing. The data will be contained the personal details, demographic details and perception of Customers on all dimensions of service quality. Such analysis will be helpful to guide to actions that must be taken by the service provider to retain it’s predict customers.Item The empirical study on customer satisfaction towards service quality of commercial banks in Sri Lanka with a comparison between state banks and private banks(Department of Accountancy, University of Kelaniya, 2015) Siriwardana, D.A.Commercial banks play a significant role in the economic development of the country representing major part of the service sector. Hence, providing better service quality is vital as banks have to compete for customers. Customer who select bank for their financial services will always prefer to get the service that gives them maximum satisfaction. Although there are other factors such as price, product quality etc other than service quality that determine customer satisfaction (Wilson et al. 2008, p. 78-79) the research is focused on service quality alone to determine the customer satisfaction. The Objective of this study is to investigate the level of service quality of private and state commercial banks in Sri Lanka from the perspective of bank customers and assessing the satisfactions towards the services provided by the commercial banks (Morawakage, 2013). A descriptive statistics analysis and regression analysis use to evaluate the level of service quality of Sri Lankan commercial banks from the customers’ perspective. The measurements used were based on widely accepted SERVQUAL model (Parasuraman et. al. 1985, 1988, 1991). Morawakage (2013) stated that the results of the study indicated significant positive relationship between service quality and customer satisfaction in Sri Lankan commercial Banking sector. The expected finding is to show that there is a significant gap between customer expectations on state banks and private banks in terms of service quality in Sri Lanka.