Commerce and Management
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Item The Impact of AI Chat Bot on User Experience in E-Commerce(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Nimshan, E. S.; Udara, S. W. I.This study explores the impact of artificial intelligence (AI) chatbots on user experience in Sri Lankan e-commerce platforms, addressing key challenges such as limited personalisation, usability concerns, and trust deficits. The research builds on existing global literature while filling a gap in understanding AI adoption in Sri Lanka's unique socio-economic context. It identifies three independent variables namely; usability, personalisation and engagement, and trust, and evaluates their influence on user experience. The research employed a quantitative approach, using a survey distributed to 384 participants representing Sri Lankan e-commerce users. Data was collected via structured questionnaires, with Likert scale responses used to measure variables. Statistical techniques such as multiple linear regression and correlation analysis were applied to assess the relationships among variables and their impact on user experience. Descriptive and inferential statistics provided insights into the study's hypotheses. The results demonstrate strong positive correlations between usability (r = 0.831), personalisation and engagement (r = 0.802), and trust (r = 0.805) with user experience. Usability emerged as the most significant predictor (β = 0.405), followed by trust (β = 0.292) and personalisation and engagement (β = 0.213). An adjusted R-squared value of 0.772 suggests that the model explains 77.2% of the variance in user experience. These findings emphasise the importance of enhancing platform usability, fostering trust, and offering personalised interactions to improve user satisfaction. This study is limited by its reliance on self-reported data, which may introduce response bias. Additionally, the findings are specific to Sri Lanka’s e-commerce market and may not generalise to other regions with different digital infrastructures or consumer behaviours. Future research could incorporate qualitative methods or longitudinal designs to capture evolving user preferences. Theoretically, this study contributes to the body of knowledge by highlighting the interplay between usability, trust, and personalisation in shaping user experience. Practically, the findings offer actionable insights into e-commerce platforms, emphasising the need to invest in user-centric AI chatbot designs. Future research could explore the role of cultural factors and AI-driven innovations in enhancing digital consumer experiences.Item Factors Influencing Consumer Buying Decision towards Herbal Products in Monaragala District, Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya., 2023) Suriyage, R. D. S. D.; Leon, S. A. J.Appeal towards herbal products is increasing these days, because consumers become conscious about natural ingredients and harmless offers. This study aims to identify the influencing factors on consumer buying decision towards herbal products. This is a quantitative study which gathered data from 200 customers from Monaragala district, Sri Lanka using snowball sampling technique. The data were analyzed by using descriptive, correlation and multiple regression analyses. Findings of the study show that there is a strong positive relationship between independent variables (health conscious, social influence, product price, perceived value, trust) and consumer buying decision. Also, highlights that health conscious, social influence, product price, perceived value, and trust have significantly impact on consumer buying decision. Among the independent variables, social influence is the most influencing factor on consumer buying decision. This study will be helpful to the consumers to make effective decision during the consumption process and to the companies to place their strategies effectively.Item Factors Affecting Intention to use Mobile Money Service in Sri Lanka: Moderating Effect of Demographic Factors with reference to Western Province of Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya., 2021) Sanjeewa, H. H. D.; Yatigammana, M. R. K. N.Mobile money service allows mobile users to perform financial transactions using their mobile phones which helps to decline the physical use of money. Therefore, the objective of the study was to identify the factors affecting intention to use mobile money service in Sri Lanka and the relationship between those identified factors and intention to use mobile money services. Further, the study is carried out to assess the moderating impact of demographic factors on the relationship between those factors and the intention to use mobile money. The data collection was carried out through a structured questionnaire from 400 randomly selected participants of Western province Sri Lanka. Usefulness, trust, risk, awareness, and knowledge are identified as the key factors affecting the intention to use mobile money service. There was a significant positive relationship between usefulness, trust, awareness, and knowledge with the intention to use mobile money while the risk was significantly negative. Further, the moderating impact of demographic factors on the above-identified five factors was assessed and it was noted that gender and age do not moderate the relationship between the above-identified five factors and user intention, but income level and job title moderate the relationship between above-identified factors and user intention. Based on the results of the study it is recommended that mobile telecom operators should take actions to increase usefulness, trust, awareness and knowledge while taking actions to decrease the risk factors involving in the service. Further, it is recommended to consider education level and working experience as moderating demographic factors of factors effecting on intention to use mobile money services.Item The Impact of Project Culture and Project Knowledge on Business IT Project Success Level(Faculty of Commerce and Management Studies University of Kelaniya., 2024-11-01) Jayasuriya, D. R. N.; Razi, M.J.M.; Thilakerathna, P. M. C.Information technology (IT) is inevitable in any business in modern days. Therefore, a considerable amount of funds is committed to IT projects yearly. However, according to the available literature and reports, globally, these projects' success level is considerably low. In Sri Lankan context, it is hard to find the studies on measuring the success level of IT business projects from clients' perspective. Therefore, this research's main objective is to measure the success level of IT business projects in Sri Lanka from the client's perspective. Managing project Knowledge is one of the main factors which affect to the project success level. Project culture is believed to be affecting project knowledge management. A quantitative research approach was used with a partial least square structure equation model as the analysis tool. Data were collected from 87 IT projects completed within the last two years in the telecom and banking industries in Sri Lanka. The results revealed a low project success level for IT projects completed within the telecommunication and finance industries. Further, management leadership and trust between project managers affect domain knowledge and knowledge sharing. Domain knowledge positively affected the project success level, but knowledge sharing did not affect the project success level.