Commerce and Management

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The Impact of Customer Experience on E-Word of Mouth in the Local Cafe Industry in Sri Lanka
(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2025) Dilshan, U. G. H.; Udara, S. W. I.
This research examines the impact of customer experiences on electronic word-of-mouth (e-WOM) within the thriving cafe industry of Sri Lanka. In the scope of digital marketing, understanding and leveraging e-WOM is crucial for enhancing customer engagement and securing a competitive edge. However, with its growing importance, there is a notable lack of empirical study on how various aspects of the customer experience namely, the physical environment, aesthetic appeal, and service quality, affect e-WOM, particularly in Sri Lanka. A thorough review of existing literature highlights this shortage, indicating a significant opportunity for focused research to uncover the dynamics between customer experience facets and e-WOM. Grounded in a positivist research philosophy, the study embraces a deductive approach to test hypotheses derived from established theories. Utilising a cross-sectional survey design, the research captures data from 391 participants through a carefully constructed questionnaire, based on prior academic work. This questionnaire investigates various dimensions of customer experience that potentially influence e-WOM, ranging from environmental aesthetics to service responsiveness. The sampling strategy employed was convenience sampling, aimed at efficiently collecting data from respondents who frequent cafes, ensuring that the sample was representative of typical cafe consumers. Data collection was executed through online platforms and direct interactions to widen the research's scope and enhance the reliability of the findings. For data analysis, the study employed SPSS software, utilising regression analysis techniques to explore the strength and significance of the relationship between the studied variables. The results of the analysis reveal a strong positive correlation between the quality of customer experience and the likelihood of customers engaging in e-WOM. Each individual dimension of customer experience (environment, aesthetic experience, and service quality) independently demonstrated a significant positive impact on e-WOM. These findings underscore the critical importance of holistic customer experience management in cafes, suggesting that enhancing these aspects can significantly encourage positive e-WOM. Managerially, the findings of this study are invaluable, offering clear strategies for cafe owners and marketers to enhance customer experience and effectively promote e-WOM. The empirical results of this study contribute significantly to the limited scholarly resources on e-WOM within Sri Lanka's café industry. By providing these insights, the study lays a solid foundation for future research and offers practical approaches that can be employed immediately. These strategies are particularly crucial in the digital age, where online word-of-mouth can significantly influence public perception and consumer behaviour. Implementing the recommended changes could improve customer satisfaction, increase loyalty, and ultimately, bring greater business success to the competitive cafe market. However, the research recognises limitations in its design, primarily the study's cross-sectional nature, which may not capture evolving trends over time. To address these issues, future studies are encouraged to adopt a longitudinal approach. Such an approach would allow researchers to track the progressive impact of customer experience improvements on e-WOM over extended periods. This continuous study may give more precise insights, allowing café owners and marketers to successfully refine digital marketing efforts. Longitudinal data enables businesses to better understand the long-term effects of their customer experience strategies, respond to changes in consumer behaviour, and improve overall business success in the dynamic café industry.
Customer Purchase Intention towards Environmental Friendly Vehicles in Sri Lanka
(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Yatigammana, M.R.K.N.; Kawshala, H.
Nowadays more consumers in Sri Lanka are buying environmental friendly vehicles such as hybrid and electric vehicles. Influential factors for environmental friendly vehicles is addressed differently by different scholars. Therefore, the purpose of this study was to identify the factors that influence for the purchase intention of buying an environmental friendly vehicle among Sri Lankan consumers. The data is collected from 120 registered vehicle owners and prospective vehicle owners using snowball-sampling method with the help of a structured questionnaire. According to regression analysis, awareness of environmental friendly vehicles, environmental knowledge and subjective norms has a significant influence on purchase intention of environmental friendly vehicles in Sri Lanka. As per results, the researcher has also come up with the managerial implications of the study and recommendations. Limitations of this study are the limited sample size and only a few variables were examined due to time constraints. This paper intends to make a contribution to the hybrid vehicle marketers to enhance their knowledge on customer behavior of buying an environmental friendly vehicle.
Stressful Work and Job Strain of Truck Drivers in Moratuwa Urban Council Area - Sri Lanka
(2011) Fernando, W.R.P.K.
Stress is a natural effect in normal life. The objectives of the study are to study the level of stress among truck drivers in Moratuwa urban council area and to identify the relationships between variables of occupational stress among truck drivers. A sample of 50 drivers out of 200 trucks drivers in Moratuwa urban council area was randomly chosen for the study. The primary data collection was done through questionnaire. The statistical tools were adapted to test of the study such as percentage analysis, regression analysis and ANOVA. All the tests were conceded at 5% level of significance and all the analyses were carried out using SPSS ? 11 version. The study has found that majority of stress related variables are significantly influenced to stress. The study concluded that there are psychological illnesses amongst truck drivers in Moratuwa urban council area and the illness had created to physical weakness of the human body of the drivers.

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