Junior Research Symposia
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Item Service Quality and Patients’ Satisfaction (With Special Reference to Hemas Capital Hospital (Pvt) Ltd Thalawathugoda(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Kumara, Y.P.D.; Bandara, B.S.S.U.Private healthcare sector has become most competitive and fast growing service sector in the present business world. In hear quality is the most important icon and most of the patients as customer evaluate the private healthcare organization services base on the quality of services which they are offered. Most of the private healthcare organizations are paying their attention to provide quality service to attract patients and improve their satisfaction. But some are going to generate only income through the various ways. On the other hand providing good quality healthcare service to patients is the key success factor for any private healthcare organization .To build the good healthcare brand and survive in the healthcare market for longer period of time ,always patients should be satisfied with the services which is offered by the private hospitals .Therefore private healthcare organizations have to provide quality service for their patients .Within the literature background, this research paper focus to identify the impact Service Quality And Patients’ Satisfaction in Thalawathugoda Hemas Capital Hospital. So in hear hospital patients were selected as the population. Sample size of this study was 100 and convenience sampling method was used to select the respondent, Survey method was used as the research strategy and a self-administered, standard structured questionnaire was distributed among respondents to collect data for the study. Hypotheses were tested by using correlation analysis and results showed there was a positive relationship between service quality and patient’s satisfaction in Thalawathugoda Hemas capital hospital.Item The Relationship between Service Quality and Customer Satisfaction in Higher Education Sector(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Tharangani, K.D.; Patabedige, S.S.J.Customer satisfaction has been a subject of great interest to organization and researchers alike. In recent years, organizations are obliged to render more service in addition to their offers. The quality of service has become an aspect of customer satisfaction. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in higher education sector of Sri Lanka, with respect to the service quality dimensions. Convenience sampling technique was used to collect quantitative data from customers of University of Kelaniya, University of Colombo, ICBT campus and HND to get their satisfaction level and meaning of service quality which were substituted in the SERVQUAL model. Chi-square test was used to test the hypothesis separately and in a group. The study showed distinctive result for the relationship between service quality dimension and customers satisfaction in higher education sector. All service quality dimensions (Tangible, Reliability, Responsiveness, Assurance and Empathy) had significant relationship between service quality and customer satisfaction in higher education sector.Item The Variance in Service Quality & Its Impact on Customer Satisfaction in the Clothing Retail Industry of Sri Lanka(Department of Marketing Management, University of Kelaniya, 2017) Lalindra, M.V.S.; Lalindra, M.V.S.; Herath, H.M.R.P.The Textile Industry in Srilanka and even in the world is very competitive due to the large number of players with different strategies, innovations etc. so service quality is very much important in textile industry to compete with rivals. According to the Census and Statistics Department, Textile industry comes under wholesaler and retailer trade and therefore service quality of the textile industry is important for textile store in order to achieve sustainable growth via achieving customer satisfaction. When it comes to the service quality and customer satisfaction there can be a gap of positive, negative or neutral. Researcher measured those gaps by using Servqual model using selected textile stores such as Nolimit, House of Fashion, ODEL. Researcher has chosen 120 respondents in Gampaha district to collect data and used SPSS data analysing package to test the developed hypotheses. The findings indicated that Service quality of the Textile store is one of the important factor to achieve its long term vision, mission, goals and objective in sustainable manner.Item Impact of Brand Loyalty & Customer Retention of HSBC Credit Cards Holders.(Department of Marketing Management, University of Kelaniya, 2017) Dhivagar, M.; Medis, A.Brand loyalty and customer satisfaction is a broad concept which has a higher weight when it comes to surviving in the current turbulent environment. Organizations use different tactics to differentiate them with their rivals and also to sustain in the long run. This study will give an overall view of mechanics organizations follow to get advantage of each other. This study will analyse the brand loyalty factor and the customer retention and its key role when it comes to organizations performance and long term sustainability. In the end of this study we expect to find out the difference between the rivals in terms of customer satisfaction. How they differentiate them and make them unique when comparing with competitors, which make customers to stick with one organization without leaving them or in other words, the invisible power which attracts the consumer.Item The Impact of Experiential Marketing on Customer Satisfaction Relates to Fast Food Restaurants in Sri Lanka(Department of Marketing Management, University of Kelaniya, 2017) Hansika, L.A.H.; Kumara, W.D.The main objective of this research is to analyze the impact of experiential marketing on customer satisfaction in fast food restaurants in Sri Lanka. In addition to the main objective, the research will provides the elements of experiential marketing that impact on customer satisfaction relates to fast food restaurants and the most significant element of experiential marketing that impact on customer satisfaction relates to fast food restaurants. For those purposes, survey was conducted as a basic research method and 200 respondents were taken into account from Colombo district as a sample. Based on the variables represented in the conceptual framework, five hypotheses were formulated.. Both descriptive and inferential statistics were used in presenting and analyzing the data. Inferential statistics such as regression and correlation analysis were used to determine relationship between relevant variables. The data analysis covered above statistics by using the version 20.0 of SPSS software package. Results revealed that the customer satisfaction and experiential marketing variables are positively correlated.Item Customer Satisfaction on Eco-tourism Practices in Sri Lanka(Department of Commerce and Financial Management, Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Deshani, J.A.K.K.P.; Kumara, K.K.I.H.; Wijesinghe, D.M.S.; Wijesundara, W.M.N.D.; Kumuduni, M.N.; Pragalathan, M.; Randunu, W.W.H.; Usama, M.M.Tourism is presently one of the most crucial contributors to the economy in Sri Lanka. Tourism is one of the largest earners of foreign exchange in Sri Lankan economy. It accounts for Rs. 132,427 million of foreign exchange earnings in 2012 (Tourism and Development Authority, 2012). Many hoteliers in Sri Lanka promote the sustainable use of alternative form of tourism concept as a new market oriented concepts. Being a good business opportunity and the fastest growing segment, Sri Lankan tourism is changing its outlook to sustain new concepts like eco-tourism. Since Sri Lanka is rich with much cultural and natural diversity, it has the potential to develop the eco-tourism concept as an alternative form of tourism better than other destinations for the benefit of the Sri Lankan economy and community (Authority, 2012). The research was done with the intention of providing a thick description to the concept of eco-tourism with the customer satisfaction. Sri Lankan eco resort hoteliers construct the meaning of eco-tourism in various ways. They are more towards nature based tourism, wild life tourism and environment conservation tourism. They were unable to target eco-tourism market and attract eco tourist. Because the hoteliers’ practice of the eco concept differs from international practices and standards, they could not meet the expectations of eco tourists. Even though the eco resort hoteliers’ main market is eco tourist market, they cater and address to other type of tourists. Comparing to the international standard components, Sri Lankan hoteliers consider only few aspect as an essential components of an eco-resort. It has created a gap between the needs of eco tourists and the services of eco resort hoteliers. Based on these findings, the researcher tried to identify the quality of practicing the concept of genuine eco-tourism and meeting the customer expectations. Then it is important to explore this phenomenon in Sri Lankan context to find out whether there is an impact of eco-tourism practices in eco resorts to the arrival of eco tourists. The finding of the present study indicates that the positive relationship was observed among eco-tourism strategies and customer satisfaction.