Commerce and Management
Permanent URI for this communityhttp://repository.kln.ac.lk/handle/123456789/140
Browse
2 results
Search Results
Item Comparative Study on Efficiency of Bank of Ceylon and People’s Bank in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Selvamalai, T.The current study measures and compares the technical efficiency of Bank of Ceylon and People’s Bank in Sri Lanka between 2004 and 2015 by using Data Envelopment Analysis (DEA). The study mainly used input oriented Charnes, Cooper, and Rhodes (CCR) model and Banker, Charnes and Cooper’s (BCC) model of DEA. The study selected one output variable (Net profit before taxation) and two inputs variables (Loans and advances, and liabilities). The data was gathered from various Annual Reports of both Bank of Ceylon and People’s Bank. The study found that, in general, People’s Bank was more efficient than Bank of Ceylon in Sri Lanka, even though Bank of Ceylon was more efficient than People’s Bank in 2012 and 2013. The main source of technical inefficiency is scale inefficiency than pure technical inefficiency in both banks.Item Impact of Service Recovery on Customer Loyalty: With Special Reference to People’s Bank(Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Archchana, Y.People’s Bank is a licensed commercial bank incorporated in 1961 with a mandate to support macroeconomic development in Sri Lanka by mobilizing rural savings. as a fully-owned state bank, we partner and support the development of the nation and its people The aim of the study is to analyze the impact of service recovery measures on customer loyalty by considering a Case company People’s bank. Both primary and secondary data have been collected for this study. In primary data interviews and questionnaires are used. Different theories about customer loyalty and service recovery are discussed in secondary data. Both qualitative and quantitative data are used. Multiple regression analysis is used to analyze the data and give conclusion. Conclusion shows that service recovery measure can impact customer loyalty. It is also concluded that prompt response, material compensation and politeness of employees play important role in service recovery measures and influence customer loyalty. Theories discussed in the study can be used as basis to develop the strategies in services; these strategies can consider the service recovery measures discussed in this investigation and it can also help People’s bank to know the importance of service recovery process in customer loyalty. Few limitations of this study are; customer loyalty is the objective, not Customer satisfaction. Service recovery may result in customer satisfaction not in customer loyalty. Moreover only two components of loyalty have been examined, word of mouth and repurchase intention. This study is not considering customers who have problems but they did not communicate to the bank.