Commerce and Management

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    IMPACT OF SERVICE QUALITY GAPS TOWARDS THE PERCIVED SERVICE QUAILITY OF MUNICIPALITY DELIVERY SYSTEM FOR BUSINESS GROWTH IN SRI LANKA
    (Department of Marketing Management, University of Kelaniya,Sri Lanka, 2017) Wasantha, H.L.N.; Mohammed, A.S.; Mohammed, N.
    The main objective of this study is to first find out perceived service quality in delivery system in municipality using SERVQUAL gaps and then the role of technology and communication channel as moderating variables in the ten Local government Authority in Sri Lanka. Both descriptive and inferential statistical techniques were applied to evaluate the effects of independent variables (i.e. knowledge, perception and interpretation gaps) on perceived service quality (dependent variable) and the role of moderating variable (i.e. technology and business communication channel of the delivery system). Regression analysis was used to examine the effect of the moderating variables on perceived service quality on customer satisfaction. Perceived service quality was found correlated (r = 0.646) with satisfaction and their decision making. Findings suggested that 64.6% of customers perceived service quality is an important factor in customers’ evaluation of satisfaction. This conclusion is based on the three external service quality gaps as well as two moderating variables. This research may be applied for the logical derivation of future hypothetical propositions and subsequent evidence through empirical investigation and that provides a platform for future research. We suggest that this approach facilitates the pursuit of theory that notifies organizational practices in dynamic service context.
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    The Impact of Marketing Strategies and Behavior of Small and Medium Enterprises on their Business Growth
    (2010) Gajanayake, R.
    As per the scholars, the economic growth of developing countries can be sustained by the expansion of private sector, as they are the engine of growth. According to the previous studies it has been observed that the SMEs have become a crucial segment and a major section of private sector in developing countries consists of SMEs. As such, it is important to accelerate the growth of SMEs in order to gain sustainable development in the country. But, according to the past research studies there is a high failure rate of SMEs in Sri Lanka. According to the literature, there are several reasons affect for this high failure rate. Implementation of the correct strategies and the behavior of entrepreneurs are important factors to be considered for the growth of SMEs. As per the white paper 2002, the implementations of the correct marketing strategies are vital factor for the growth of SMEs. Therefore the problem centered in this research was to identify the impact of marketing strategies and behavior of SMEs on their business growth in Sri Lanka. This study was based on secondary and primary data. Primary data was collected through the method of sample survey and for this purpose a structured questionnaire was used as the research instrument. Data was gathered by the sample of 100 entrepreneurs in Gampaha district who were engaged in the manufacturing sector.Both descriptive statistics and inferential statistics such as correlation, and partial correlation were applied through SPSS to test the validity of formulated hypotheses. The findings revealed that there was no significant impact of marketing strategies on their business growth. Moreover, there was no impact of the behavior of the entrepreneurs and the business growth.