Commerce and Management
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Item Impact of People, Process, and Physical Evidence on Consumer Buying Intention of Motor Insurance industry in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Weerasiri, R.A.S.; Maldeniya, D.History of insurance industry goes to over centuries and currently the industry is facing issues for a profitable growth. Especially the non-life insurance sector ran in a loss for last couple of years and few companies recorded a profit from investment income. But it was not a major issue for non-life insurance section since it operates with the life insurance section. According to the new rules and regulations implemented recently, life insurance and non-life insurance should be segregated into two business entities. Then non-life insurance companies in Sri Lanka will face issues for profitable growth. The researcher tried to find out an acceptable solution for this issue and to introduce recommendations for the insurance industry. The researcher met few senior professionals from insurance companies and got the basic idea about current situation. Also met few ex-professionals from insurance companies and collected information about the insurance industry. These meetings helped to identify how the insurance industry was operated before few decades ago. Then, the researcher developed a sample questionnaire and circulated among 25 respondents. Then the reliability testing was done and developed the final questionnaire. There were 200 respondent selected to collect primary data. These respondents were selected from the Gampaha district. The data was collected from five insurance companies’ customer base and the study targeted customers who live in Gampaha district. The questionnaires were circulated through Google forms. Both descriptive and inferential techniques were used to analyze the data. The findings reveal that people is the most influential variable that influences the customer buying intention of motor insurance in Sri Lanka. The process is the second important factor and the physical evidence is the third. The researchers recommend that in order to develop the efficiency of people in insurance industry, both sales and non-sale, insurance companies must improve the customer touch points and develop the effective and speedy processes so that they can face industry challenges successfully.Item The Impact of Automated Teller Machines (ATMs) Service on Customer Satisfaction: A Studv Based on State Banks in Sri Lanka(Sabaragamuwa University of Si Lanka, 2016) Weerasiri, R.A.S.; Koththagoda, K.C.The aim of this paper is to understand the impact of the ATM service quality towards the customer satisfaction in Sri Lankan state banking sector. This research bridges the gap that exists in the current body of knowledge by investigating the ATM service qualities and their impact on customer satisfaction. It also examines the impact of demographic factors for the relationship between the ATM service quality and the customer satisfaction. Given these gaps in the literature, the research problem in this research is: the factors which influence on customer satisfaction in relation to the ATM service. To investigate the research problem, a pilot study.involving 30 state bank customers was used to check the initial reliability and validity of the constructs in the questionnaire. The fpctor analysis was employed to refine the measurement items and test the reliability and validity. The study has used the primary data of customer satisfaction survey (N:385). The data were collected using a structured questionnaire designed to ascertain the satisfaction levels. Regression, ANOVA and T-test were used to identifu the significant factors and frequency analysis was used to analyze the customer satisfaction. The ATM service qualities have a positive impact on the customer satisfaction and the demographic factors like age and educational qualification show a moderate the relationship between the ATM service quality and the customer satisfaction. This paper identified the significant factors which the banks may take care to enhance the customer satisfaction.Item The Impact of Perceived Service Quality on Customer Satisfaction: A Study Based on Veterinary Hospital in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Dassanayake, P.S.; Weerasiri, R.A.S.Customer satisfaction is the most important strategic achievement in order to gain sustainable competitive advantage in highly competitive veterinary healthcare industry. There is no research literature on the impact of perceived service quality on customer satisfaction in Sri Lankan veterinary health context. Therefore purpose of the study was to examine whether there is an impact of perceived service quality on customer satisfaction and determined most and least important dimensions of perceived service quality for customer satisfaction. This study was carried out in a leading Sri Lankan Veterinary Hospital. The sampling technique was systematic random sampling and sample size was 200. Primary data collection done by SERVQUAL and four items construct for customer satisfaction. They were subjected to Principal Component Analysis and Cronbach’s alpha test. Multiple Regression Analysis was used to find out relationships. Principal Component Analysis revealed four components for SERVQUAL and named as Service Oriented Commitment, reliability, tangibility and assurance. Internal consistency of constructs were within acceptable level. The Multiple Regression Analysis revealed strong positive relationship between perceived service quality and customer satisfaction. Most important dimension for customer satisfaction was service oriented commitment and least important dimension was tangibility. This study made clear insight of hidden knowledge on impact of perceived service quality on customer satisfaction in Sri Lankan Veterinary Healthcare.