Social Sciences
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Item A Study of the Factors Affecting on Customer Satisfaction in Tourism Industry in Sri Lanka(International Conference on Applied Social Statistics (ICASS) - 2019, Department of Social Statistics, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2019) Kosgoda, T.M.; Kitsiri, V.D.Consumer loyalty is a business logic, which watches out for the making of significant worth for clients, envisioning and dealing with their desires, and exhibiting capacity and duty to fulfill their needs. The nature of administration and consumer loyalty are basic components for the accomplishment of any business (Parasuraman et al., 1988, Gronoos, 1990). Be that as it may, achieving consumer loyalty is known to be the most critical and the most contemporary test looked by the administration business (Marković and Janković, 2013). Llach et al (2016) has expressed that the cordiality business faces a great deal difficulty. These difficulties incorporate monetary issues, increment in rivalry and client requests. Kandampully and Suhartanto (2000) contends that the developing volume and rivalry has opened entry ways for clients with more options, more prominent incentive for cash and increased dimensions of administration. Picking up an upper hand is the way to confront this test. Subsequently, accomplishing consumer loyalty is key for the accomplishment of the neighborliness business because of its administration direction. According to the pilot study done in February in the year 2019, taking 20 tourists, identified that tourists are in opinions that they visit Sri Lanka not for the first time but for the second or third time. This indicates they prefer to be here in Sri Lanka rather than other destinations. Some tourists convey; “Ever since October 2015 we have been coming here,” said Jameel and Tanya from Palestine and Ukraine respectively. “We don’t care about bombs or other issues. We love Sri Lanka and will continue to come here.” This shows that repeat purchase intention is always there. Then the questions come, because of what reasons they visit Sri Lanka more than one time. However, many arguments come into effect to decide what factors come as variables influencing consumer loyalty in the friendliness business of Sri Lanka and its effect to keep up Sri Lanka's upper hand as a much looked for after vacationer goalItem Impact of External Factors on Service Quality of Travel Agency (With special reference to Green Holiday Centre (Pvt) Ltd)(International Conference on Applied Social Statistics (ICASS) - 2019, Department of Social Statistics, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2019) Idroos, A. A.; Ranaweera, R. A. A. K.; Madhusankha, W. A. I.Green Holiday Centre is a medium scale travel agency operating its services on the inbound tour operations in Sri Lanka. They mainly consist with four markets such as Indian, Eastern Europe, China and other markets. Out of the markets recently the china market has a drop in the company, according to the SLTDA statistics during these period china arrivals has been rapidly increasing. Though the company Chinese market has been declined still the factors from the side of the organization kept constant. Hence researcher assumes that this decline would be due to the external factors. Therefore, this research mainly focuses on identifying the guest satisfactory level of the external factors and to find the relationship between external factors and the service quality of the travel AgencyItem An Analysis of Visitor Satisfaction on Service Quality at Colombo National Museum, Sri Lanka(4th International Conference on Social Sciences 2018, Research Centre for Social Sciences, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2018) Weerasingha, G.B.I.A national museum has the potential to offer an authentic experience about the travel destination at a glance. Colombo National Museum, being located in the commercial hub of the island, is a determinant attraction in both cultural and heritage tourism aspects. Historical perspectives and the prestige artefacts denoted at the museum, attract thousands of visitors per annum. It is beneficial to measure the visitor satisfaction at Colombo Museum since the visitor is prominent for any tourist attraction to determine the survival of the attraction. Further the satisfaction level is critical on decision making of reviews, revisits, recommendations and creating an image about the attraction. Visitors are arriving with certain levels of perception and after the visit the perceived experience is resulted on different satisfaction levels due to the available facilities, features, and services at the site. Major objective is to analyse the service quality gap at the site as a tourist attraction. Specific objectives are to evaluate the quality of the visitor related facilities at the site and to explore the possibilities to promote the site with enhancing the visitor experience with quality services. The research is conducted on both qualitative and quantitative methods, where primary and secondary sources are referred in data collecting. Survey technique is used with structured questionnaire distributed for the visitors at the premises and the museum management was interviewed to identify their intellectual ideas. The questionnaire given for the visitors is designed based on the SERVEQUAL method where the visitors’ expectations were compared to perceived experience at the site. 5 elements in SERVEQUAL model including Reliability, Assurance, Tangibles, Empathy and Responsiveness were measured. 50 foreign visitors and 50 domestic visitors were used as the sample based on convenience sampling technique. Findings of the research indicate that there is distinctive gap between the visitors’ expectations and the perceived experience on service quality during the visit to the Colombo MuseumItem Service Quality and Its Impact on the Level of Tourist Satisfaction in Marine Based Recreation(4th Annual Research Symposium on Social Sciences and Humanities, 2017) Ranjan, W.; Anupa, J.; Wehigaldeniya, W.G.D.S.; Edirisinghe, I.T.Recreation is about activities, pastimes, and experiences which are freely chosen. They are usually undertaken in free time and produce feelings of well-being, fulfillment, enjoyment, relaxation, and satisfaction. Outdoor activity is leisure pursuits engaged in the outdoors, often in natural or semi-natural settings out of town. Recreation and leisure are important for living with challenges, taking risks, and experiencing new things. The water based recreation can be identified as an important part of outdoor recreation. Though it is found to be somewhat dangerous and adventurous, it is capable of entertaining people in an unprecedented manner. Every tourist has his own preferences in engaging water based recreational activities. All of these preferences need to be given attention in order to satisfy them. Tourists ‘satisfaction within water based recreation is determined by a number of factors. Out of those factors service quality is considered to be prominent factor. Service quality generally depends on reliability, assurance, tangibility, empathy, responsiveness. While service quality is designated by the above factors, level of satisfaction derived from service quality is critically influenced by the following factors such as age, gender, education level, monthly income. The study is significant and beneficial for the country. Currently tourism industry is growing fast in the country and it is required to provide a quality service. Recreation and leisure are important for living with challenges taking risk and experiencing new things. The water based recreation can be identified as an important part of outdoor recreation. Though it is found to be somewhat dangerous and adventurous, it is capable of entertaining people in an unprecedented manner. Marine recreational activities, which are dependent on nature and the quality of the aquatic environment, are influenced by some key factors including wind, sunshine and location. The geographical conditions, particularly the location and local climate transform the direction of main currents in the sea, which directly affect the quality of marine based sports. Therefore, visitors to choose a particular place as a tourism destination, the attractiveness of the above factors must be appealing enough to encourage tourists to visit and to be satisfied. From the perspective of the leisure experience, the process of engaging in leisure activities depends on a person's sensory, perception, mind, behavior along with the surrounding environment interaction. In the present study, the impact of service quality on tourist satisfaction has been evaluated in Bentota Sunshine Water Sports Center which is known to be more reputed water based recreational area in the country. It offers a number of activities and experience for both local and foreign tourist. In this aspect, a few studies have been conducted to evaluate the effect on location and local climate for the tourist satisfaction in marine based sports. In fact, no well documented evidence is found in such studies in Sri Lanka. As the level of satisfaction demand from these activities and experience not well documented, the extent to which visitors receive satisfaction from the services offered by recreational center. Objective The main objective of the study is to identify the association between tourist satisfaction and service quality with using geographical features in the Sunshine water sports center (SWSC). Methodology The methodology Applied in this exploratory study under the three headings such as sources of data sample and data analysis. This study was done subject to the following hypothesis which was formulated with the help of responsive conceptual frame work. According to that H1-There is a significant relationship between the five dimensions of service quality and selected geographical features for tourist satisfaction. In research method, there is deductive research approach. The Data collected from Questionnaire was developed for the tourist‘s satisfaction and service quality in Sunshine water sports center, Benthota. Service quality questionnaires were designed to focus on five major factors. (1) Reliability (2) Assurance (3) Tangibility (4) Empathy (5) Responsiveness. Five questions to tourist satisfaction and five General questions were designed in the questionnaire. The primary data was collected using stratified sampling in simple random method under quantitative approach. Therefore, the target group of this study was the tourists to in sunshine water sport center Bentota. In the research, sample is represented by the tourists who are arriving to SWSC. On each weekend, more than one hundred and fifty foreign tourists are coming to this water sport center. Considering current visitor arrivals one hundred and twenty tourists were selected as the sample. In this case, stratified sampling and simple random sampling was as following. According to stratified sampling within 2 days, the tourists to sunshine water sport center Bentota were administered the questionnaire and used as the sample. Pilot survey had been carried out to test the suitability of the questionnaire to the particular site. In this case 20 questionnaire were given to the tourists. According to the reliability test, positivevalue (Cronbach’s Alpha .89) could be obtained. Then the questionnaires were prepared in order to distribute among sample. Any question that utilized a Likert scale was coded with a number system. If the respondent circled five answers, according to objectives, satisfaction questionnaire has been visited by numerous researchers studying collegiate visitor satisfaction. In analyzing data researcher used, chi square and Cramer‘s V analysis tool in SPSS 21.0 statistical tool was used to present and analysis the data. Hypothesis is formulated to investigate relationship between tourist satisfaction and service quality. In this case as staticallytool, chi-square test was used by the researcher. By employing Cramer’s V association of factors at service quality on tourist satisfaction was measured. Findings Sunshine Water Sports Centre, out of the foreign tourists, both male and female tourists are same in numbers. In this survey data out of the 60 percent male respondents, 6.7 percent are disagree with overall service quality 29.1 percent are neutral and the rest of male reaching 16.6 percent are agree with the overall service quality. Out of 60.0 percent of total female respondents, disagree over service quality is expressed by 2.5 percent of females. 25.8 percent are neutral and remaining 21.7 percent agree with service quality. A highest score explained among 21-30 age groups participations in foreign tourists. None of the tourists were recorded above 60 age group. According to survey data, a highest percentage of foreign tourists are recorded in Europe region. North American tourists were the lowest among the observed tourist’s groups. Hypothesis were formulated to investigate relationship between tourist satisfaction and service quality, relationship between tourist satisfaction and geographical features. In this case as statistical tool, chisquare test was used by the researcher. By employing Cramer’s V association of factors at service quality on tourist satisfaction and geographical feature on tourist satisfaction were measured. For the convenience of recognition. Couple of hypothesis based on positive idea and negative idea were formulated. According to that when the degree of freedom is 16 and related value stands is 66.74 as Asymp. Sig at .000 and there is a significant relationship between status of the service quality and tourist satisfaction. Cramer’s V value .373 it means there is a strong relationship between service quality and tourist satisfaction and it is positive relationship. The degree of freedom is 16 and related value stands is 46.42 and Asymp. Sig at .000 and there is a significant relationship between status of the geographical features and tourist satisfaction. According to Cramer’s V value. 311. It means there is a strong relationship between geographical features and tourist satisfaction and it is positive relationship. Conclusion This study was conducted in reference to the Sunshine Water Sports Centre, Bentota. The findings reveal how to influence five dimension of service quality and geographical features for tourist satisfaction of in this study area. As far the relationship between independent variables and tourist satisfaction are concerned, it has been provided by this empirical study that there is clearly a positive relationship. In the other words, there are positive effects to tourist satisfaction from service quality and geographical features in Sunshine Water Sports Centre. In order to prove this, the researcher statistically tested how each tourist satisfaction is associated with the independent variables; five dimension of service quality and geographical features. All statistical tests which were scientifically undertaken clearly provide that there is a positive correlation between each independent variables and dependent variable. All of these chi square tests are significant. Based on the findings, the researcher made a conclusion that five dimensions and service quality (individually and together) are positively associated with tourist gender, age, region, and income. Further out of factors in service quality, most prominent factor influencing on tourist satisfaction is tangibility. Other factors: responsiveness, empathy, reliability, assurance affecting factors satisfaction respectively. Based on the findings, the researcher made a conclusion that geographical features and service quality (individually and together) are positively associated with tourist gender, age, region, and income.Item Enhancing the Service Level of Library Staff: A Study of University of Moratuwa Library, Sri Lanka.(Department of Library and Information Science, Faculty of Social Sciences, University of Kelaniya,Sri Lanka., 2017) Gunawardhana, D.N.T.; Weerasooriya, W. A.; Kodikara, R.C.Service quality of library staff is one of the performance indicators of a library. The assessment of service quality provides an important feedback for libraries to assess and improve its services to its users. Enhancing the information resources and facilities are not enough to hold the users in the library with the rapid improvement of the technology. ‘Improving the Service Level of Library Staff’ has become a marketing tool in above situation. The objective of the research was to find out the ways to improve the Service Level of Library staff of University of Moratuwa Library. Students of the university were the population of this research and random sampling technique was used to select the sample. Survey was conducted to collect data from students and both quantitative and qualitative methods were used for data analysis. According to results of the survey, students were very satisfied with the service provided by library staff.However they have requested to resolve the background issues and build a conclusive learning environment. Increasing the library opening hours was a very important requirement for the users. Participants have suggested following when using library services; conducting training programs and workshops for library staff, having a session for staff in every month to introduce new concepts in the information field, improving the language ability of Tamil; writing, reading and speaking etc. Developing a ‘Performance Appreciation System’ to measure the service performance of library staffwould be helpful to motivate them to reach organizational goals.Item Effectiveness of Service Delivery Systems of Local Government Authorities to Enhance the Business Growth Potentials of Regional Businesses(Research Centre for Social Sciences, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2017) Dissanayake, D.M.R.; Norsanina, A.H.The local government administrative mechanism of Sri Lanka has been set to decentralize the power to respond for the regional service demands of stakeholders including business entities. The growth potential of Sri Lanka could be noticed in both macro and micro scaled enterprises whereas regional business ventures are a critical factor in the national growth phenomenon. Meanwhile, Sri Lanka has been recognized as a middle-ranged country in doing business in the global ranking which has referred the existence of set of institutions, policies and factor as the determinants of productivity (The Global Competitiveness Index 2014–2015). Therefore, the local government authorities which include divisional secretariat offices, municipal councils and even other institutions related to provincial councils are strategically important mechanisms to assist regional investors to enhance their business productivity and growth potentials. Accordingly, this concept paper reveals how the service quality-related improvements could enhance the productivity of local authorities as an alternative mechanism to motivate regional investors to broaden business growth opportunities. Accordingly, this paper has followed theoretical models and explanations to conceptualize the integrated content to explain how the level of service quality excellence in the service delivery systems of local government authorities could influence perceived service quality referred to respective business clients/investors. It has proposed the research propositions for the future studies by specially refereeing how the gaps exists amongst business clients or investors towards service quality mechanisms of local government authorities that could influence their perceived service satisfaction to penetrate business growth potentials. Further, it has reviewed the moderating mechanisms that influence the perceived service quality amongst business clients/investors whom served by local government authorities. Finally, paper postulates the strategic directions and policy-related inputs to enhance the strategic service delivery systems for the local government authorities in Sri Lanka aiming to assist regional business developments and growth potentials.Item Effectiveness of Service Delivery Systems of Local Government Authorities to Enhance the Growth Potentials of Regional Businesses(Research Centre for Social Sciences, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2016) Dissanayake, D.M.R.; Norsanina, H.This paper reveals how the service quality-related improvements could enhance the productivity of local authorities as an alternative mechanism to motivate regional investors to broaden business growth opportunities. Accordingly, this paper has followed theoretical models and explanations to conceptualize the integrated content to explain how the level of service quality excellence in the service delivery systems of local government authorities could influence perceived service quality referred to respective business clients/investors. It has proposed the research propositions for the future studies specially referring to the gaps exists amongst business clients or investors towards service quality mechanisms of local government authorities that could influence their perceived service satisfaction to penetrate business growth potentials. Further, it has revealed the moderating mechanisms that influence the perceived service quality amongst business clients/investors whom served by local government authorities. Finally, paper postulates the strategic directions and policy-related inputs to enhance the strategic service delivery systems for the local government authorities in Sri Lanka aiming to assist regional business developments and growth potentials.Item A study on International Tourist Satisfaction along with Service Quality Dimensions for Railway transport service (With special reference to Colombo- Kandy Railway transport service in Sri Lanka)(Research Centre for Social Sciences, Faculty of Social Sciences, University of Kelaniya, Sri Lanka, 2016) Kahatapitiya, D.; Gunarathna, M.Quality of any service is a very important factor of measuring Customer satisfaction. Foreign tourist’s satisfaction in the transport service in Sri Lanka especially in the Colombo- Kandy railway service is imporatnt to discuss, because if the quality of Sri Lanka Railway Transport Service is increased, its productivity, profitability would enhance. The SERVQUAL model including five dimensions; tangibility, reliability, responsiveness, empathy and assurance were used to measure the passenger satisfaction considering the services provided by the Sri Lanka Railway Transport Service (SLRTS) and ow it can be improved? Study was carried out based on two research questions, main question being “What are the influencing factors of the service quality which determines the tourist satisfaction in Sri Lanka railway transport service?” The other two subsidiary questions are, “What is the relationship between service quality and international tourist satisfaction based on Colombo Kandy Railway?” and “What are the current facilities, benefits of using SLRTS and how it can be developed? Findings indicated when considering the Service Quality dimensions separately the results showed that all Service Quality dimensions were significantly and positively correlated with customer satisfaction. Factors used to measure service quality are safety, physical quality of train, information about timetable, physical design of station, travel time/delay, frequency of departures, ticket system, price level, performance and reliability, connectivity, inquiries/complaints, appreciation of travel speed and time, accessibility, information and environmental impact.