Commerce and Management

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    Impact of Service Quality on Customer Satisfaction: A Study of State Banks & Private Banks in Sri Lanka
    (Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Siriwardana, D.A.; Rathnasiri, U.A.H.A.
    Commercial banks play a major role in the economic development of the country. Customers prefer to get the maximum satisfaction; hence providing better service quality is the key to success and gives competitive advantage. This research is solely focused on service quality to determine the customer satisfaction. The aim of this study is to identify the impact of service quality on customer satisfaction using service quality dimensions by comparing government banks and private banks in Sri Lanka. Primary data were collected through a questionnaire and the stratified simple random sampling method used. Data were collected from respondents representing two state banks and two local private banks in Colombo district on SERVQUAL scale measure. Descriptive analysis, correlation analysis and regression analysis were used to evaluate the level of service quality. The results indicated significant positive relationship between service quality and customer satisfaction in the banking sector. The research findings showed the offering of high quality service will increase the customer satisfaction level, which leads to high level of customer loyalty for successful performance of banks.
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    The empirical study on customer satisfaction towards service quality of commercial banks in Sri Lanka with a comparison between state banks and private banks
    (Department of Accountancy, University of Kelaniya, 2015) Siriwardana, D.A.
    Commercial banks play a significant role in the economic development of the country representing major part of the service sector. Hence, providing better service quality is vital as banks have to compete for customers. Customer who select bank for their financial services will always prefer to get the service that gives them maximum satisfaction. Although there are other factors such as price, product quality etc other than service quality that determine customer satisfaction (Wilson et al. 2008, p. 78-79) the research is focused on service quality alone to determine the customer satisfaction. The Objective of this study is to investigate the level of service quality of private and state commercial banks in Sri Lanka from the perspective of bank customers and assessing the satisfactions towards the services provided by the commercial banks (Morawakage, 2013). A descriptive statistics analysis and regression analysis use to evaluate the level of service quality of Sri Lankan commercial banks from the customers’ perspective. The measurements used were based on widely accepted SERVQUAL model (Parasuraman et. al. 1985, 1988, 1991). Morawakage (2013) stated that the results of the study indicated significant positive relationship between service quality and customer satisfaction in Sri Lankan commercial Banking sector. The expected finding is to show that there is a significant gap between customer expectations on state banks and private banks in terms of service quality in Sri Lanka.
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    Customer Switching Behavior in Commercial Banking Industry: With Special Reference to Colombo District, Sri Lanka
    (University of Kelaniya, 2014) Dayarathna, D.D.K.S.; Gajanayake, R.; Amaratunge, S.
    In the modern business world the customer is the most important factor because the survival and growth of any organization highly defended upon the customer base. Therefore retain the customer is a challenge for any organization. Because if the customers are dissatisfied with the level of service offered that they will move to another service provider. So in this study the main objective is to find out the key factors affect for customer switching in commercial banking sector in Sri Lanka. Further the attempts have been made to find out the degree of the influence of these factors on customer switching behavior in Sri Lankan commercial banking industry. In this research the researcher selected 10 leading Licensed Commercial Banks in Sri Lanka and 200 customers in Colombo area as sample to gather data. The findings of this research revealed that demographic factors and advertising are more important factors for customer switching behavior. Also Service quality, customer satisfaction, price and innovations & technologies have an impact on customer switching behavior in banking industry of Sri Lanka. The results of this research allow bankers and practitioners to develop and implement marketing strategies to decrease customer switching behavior and increase bank profits. Furthermore, this research provides useful information for future researchers investigating customer switching behavior in the commercial banking industry in Sri Lanka.