Student Research Conference on Marketing(SRCM)
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Item Relationship between Customer Satisfaction and Service Quality in Banking Industry in Sri Lanka.(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Fernando, P.R.S.; Wijenayake, S.I.The article involves the Gap Model in Service Quality as the theoretical criteria. The gap model is a model, which is covered under service quality. This model helps the organization to identify the difference between the service that the company gives and what the customer expectations are. The industry that chose to run the gap model is banking industry in Sri Lanka. The overall purpose of this article is to introduce and analyze the fifth gap which identifies the difference between the consumer expectations and the service provided. The article involves a critical examination of the satisfaction and service quality relationship. Customer satisfaction with a company’s products or services is often seen as the key to a company’s success and long-term competitiveness. In the context of a service industry, customer satisfaction is often viewed as a central determinant of customer retention through the development of relationships. This model is very helpful for the organization in order to identify what the customers are really expecting from bank. Banks are service oriented organizations, the GAP model is ideal for them to get the feedback from the customers as to whether they are satisfied by the service given to them or not.Item Service Quality and Patients’ Satisfaction (With Special Reference to Hemas Capital Hospital (Pvt) Ltd Thalawathugoda(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Kumara, Y.P.D.; Bandara, B.S.S.U.Private healthcare sector has become most competitive and fast growing service sector in the present business world. In hear quality is the most important icon and most of the patients as customer evaluate the private healthcare organization services base on the quality of services which they are offered. Most of the private healthcare organizations are paying their attention to provide quality service to attract patients and improve their satisfaction. But some are going to generate only income through the various ways. On the other hand providing good quality healthcare service to patients is the key success factor for any private healthcare organization .To build the good healthcare brand and survive in the healthcare market for longer period of time ,always patients should be satisfied with the services which is offered by the private hospitals .Therefore private healthcare organizations have to provide quality service for their patients .Within the literature background, this research paper focus to identify the impact Service Quality And Patients’ Satisfaction in Thalawathugoda Hemas Capital Hospital. So in hear hospital patients were selected as the population. Sample size of this study was 100 and convenience sampling method was used to select the respondent, Survey method was used as the research strategy and a self-administered, standard structured questionnaire was distributed among respondents to collect data for the study. Hypotheses were tested by using correlation analysis and results showed there was a positive relationship between service quality and patient’s satisfaction in Thalawathugoda Hemas capital hospital.Item Factors Affecting to Brand Loyalty in Fast Food Industry With Special Reference to Colombo District(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Fernando, T.M.D.; Fernando, P.M.P.Developing and managing Brand Equity for a brand is considered as a critical issue for most of the industries. Having too many brands around the customer and competitive marketing and promotion campaigns can be a cause to create a brand confusion in customers mind. Multinational companies like Pizza Hut, KFC and McDonalds’ coming in to the local market using franchise model may use innovative strategies to build up their brand loyalty in local context. On this research, researcher tries to identify the most important factors that affect brand loyalty in fast food restaurants. The researcher identified Atmosphere, Promotion, Value Addition, Food Provided, Price, Brand Image and Service Quality through a comprehensive literature review as factors leading to branding loyalty. The research was conducted in Colombo District with a sample of 140 respondents. Survey method was used as the research strategy and a self-administered, structured questionnaire was distributed among respondents to collect data for the study. Hypothesis were tested using regression analysis and results showed that atmosphere is the most prominent factor when it comes to customer brand loyalty of fast food restaurants while other variables indicated a moderate to weak influence on brand loyalty.Item The Relationship between Service Quality and Customer Satisfaction in Higher Education Sector(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Tharangani, K.D.; Patabedige, S.S.J.Customer satisfaction has been a subject of great interest to organization and researchers alike. In recent years, organizations are obliged to render more service in addition to their offers. The quality of service has become an aspect of customer satisfaction. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in higher education sector of Sri Lanka, with respect to the service quality dimensions. Convenience sampling technique was used to collect quantitative data from customers of University of Kelaniya, University of Colombo, ICBT campus and HND to get their satisfaction level and meaning of service quality which were substituted in the SERVQUAL model. Chi-square test was used to test the hypothesis separately and in a group. The study showed distinctive result for the relationship between service quality dimension and customers satisfaction in higher education sector. All service quality dimensions (Tangible, Reliability, Responsiveness, Assurance and Empathy) had significant relationship between service quality and customer satisfaction in higher education sector.Item Investigation the Effect of Airline Service Quality on Passenger’s Satisfaction and Loyalty in Sri Lanka(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Gunathilaka, W.A.D.R.M.; Patabendige, S.S.J.The service sector has grown to be an integral part of Sri Lanka’s economy and aviation is yet another energetic industry which has immense potential due to the country’s strategic geographical location. Therefore, this thesis is to investigate the relationship between airline service quality, passenger satisfaction and passenger loyalty. This study identifies the main factors of airline service quality, passenger satisfaction and passenger loyalty and proposes a model examining the directional relationship among these three constructs. It is based on an empirical investigation of the data collected from 150 of passengers depicturing from Bandaranayke International Airport during November and December 2016. Correlation and regression techniques are used to investigate the relationships among the three constructs namely: service quality, passenger satisfaction and passenger loyalty. The key findings of the study indicate that there is a no positive relationship between Arline Facilities and Passenger’s Loyalty, there is a positive relationship between Airline Performance, Airline Staff Attitude and passenger’s Loyalty, passenger’s satisfaction and passenger’s Loyalty and overall service quality is highly related to both passenger satisfaction and loyalty. An approach to the identification of the dimensions of airline services based on the stages of providing services to passengers is introduced and a loyalty measure, covering both attitudinal and behavioral aspects, is developed and used to examine the applicability of loyalty level in determining segments in the air passenger industry.Item The Variance in Service Quality & Its Impact on Customer Satisfaction in the Clothing Retail Industry of Sri Lanka(Department of Marketing Management, University of Kelaniya, 2017) Lalindra, M.V.S.; Lalindra, M.V.S.; Herath, H.M.R.P.The Textile Industry in Srilanka and even in the world is very competitive due to the large number of players with different strategies, innovations etc. so service quality is very much important in textile industry to compete with rivals. According to the Census and Statistics Department, Textile industry comes under wholesaler and retailer trade and therefore service quality of the textile industry is important for textile store in order to achieve sustainable growth via achieving customer satisfaction. When it comes to the service quality and customer satisfaction there can be a gap of positive, negative or neutral. Researcher measured those gaps by using Servqual model using selected textile stores such as Nolimit, House of Fashion, ODEL. Researcher has chosen 120 respondents in Gampaha district to collect data and used SPSS data analysing package to test the developed hypotheses. The findings indicated that Service quality of the Textile store is one of the important factor to achieve its long term vision, mission, goals and objective in sustainable manner.Item A Study on The Factors Influence on Buying Intention of Life Insurance (with Special Reference to Colombo and Gampaha Districts in Sri Lanka) .(Department of Marketing Management, University of Kelaniya, 2016) Fernando, M. R. L.; Wijesundara, C.B.Low penetration levels in life insurance business reflect that the people have lower level of purchasing intention of life insurance. This situation leaves a question on why the purchasing or buying intention of people on life insurance is at a lower level in Sri Lanka despite of the benefits provided by a life insurance policy. Based on this situation, the research problem is formulated as “What are the factors influencing the buying intention of life insurance?” The main research objective of the study is to study the factors influencing the customers’ buying intention of life insurance. In addition to that, specific objectives of the study constitute of identifying key factors, highest influencing factor and demographic factors on buying intention of life insurance while providing valuable recommendations to the management. The methodology for testing the hypothesis contains a quantitative survey. That indicates this research uses the deductive approach. While data gathering was carried out utilizing both primary and secondary sources, a standard questionnaire was used as the main method of gathering data for the research. Descriptive statistics tools such as mean, standard deviation, range, and inferential statistics tools such as correlation, and ANOVA were used in order to analyze the data gathered through questionnaire. According to analyzed data, while there is a positive relationship between independent variables and the dependent variable which represents buying intention, the highest positive correlation exists between the long terms benefits of a life insurance policy and the buying intention on life insurance.Item Analysis of Consumer Behaviour on Food Restaurants in Sri Lanka (With Special Reference on Western Province)(Department of Marketing Management, University of Kelaniya, 2016) Hansaka, W.A.S.P.; Jayarathne, W.A.Restaurant sector has become one of the most popular business entities with the busy life of people all around the world. There are number of restaurants arise successfully in the Sri Lankan restaurant industry. The problem comes to the place where the reasons for their success and the customer satisfaction towards their service. Therefore this study is focus on analysis of factors which are influencing consumer behaviour on food restaurant industry. The primary objective of the study is to analyse the determinants/factors affect on consumer behaviour related to food restaurants in Sri Lanka with special reference to western province. The main idea is identified the factors affect on customer satisfaction in the restaurant industry and analyse in which context those factors are affect on the consumer behaviour. This study is based on quantitative research design. As the research subjects, considered as 150 individuals who are using restaurants in western province. For the purpose of analysis of data, the SPSS research analysis system was used. To analyse more qualitative data, Descriptive tools were used. Such as frequency counts, descriptive statistic, correlation analysis, mean scores, percentages and standard deviation were calculated to analyse the data collected using the questionnaire. Analysis of the data in the study indicated that considered independent variables positively affect on the dependent variable. In this research I selected consumer behaviour, food quality, service quality and advertising and promotions as variables. All the independent variables are positively affected on consumer behaviour of food restaurant in Sri Lanka with the special reference to western province.