Junior Research Symposia

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Subject: search.filters.subject.SERVQUAL model

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    The Impact of Internet Banking Service Quality on Customer Satisfaction in Sri Lanka
    (Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Saumya, K.G.P.; Thilakarathne, C.R.
    Banking Sector plays a vital role in economic and financial development of a country due to its impact on the financial activities. Internet banking has become one of the widely used banking services among Sri Lankan retail banking customers in recent years. Providing high quality service to the customers is the ultimate objective of any organization. The key objective of this study is to ascertain the relationship between internet banking service quality and customer satisfaction in Sri Lankan banking context. In this empirical study, the SERVQUAL model, originated by (Parasuraman, et al., 1988) has been applied to examine the five dimensions of service quality namely tangible, reliability, responsiveness, assurance and empathy on customer satisfaction of commercial banks in Sri Lanka. The data were gathered through a structured questionnaire with 188 banking customers from five selected banks in western province using simple random sampling method. A descriptive analysis and regression analysis used to explore the level of service quality of Sri Lankan commercial banks from the customer’s perspective. The results reveled that tangible, reliability, responsiveness and assurance have more contribution to satisfy the customers in online banking. The study also explored that empathy has no influence on customer satisfaction in Sri Lanka. Therefore these findings will help the banks to establish a customer oriented strategy to retain their customers in future.
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    Service Quality and Its Impacts on Customer Satisfaction in Ceylon Electricity Board (Colombo South Area)
    (Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Eshwara, I.D.K.; Wijesinghe, K.D.G.N.
    Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive and survive in the business. Therefore it is vital for businesses to understand how to measure service quality from the consumers’ perspective. Delivering a quality service will leads to higher customer satisfaction and profitability, reduction cost, enhance customer loyalty and retention. The main purpose of this study is to identify Service Quality and Its Impacts on Customer Satisfaction in Colombo South Area of Ceylon Electricity Board. SERVQUAL model is used to measure the quality of the service offered by Ceylon Electricity Board. The model consists of five dimensions such as tangibility, reliability, responsiveness assurance and empathy. Data was collected from customers in Colombo South Area in order to assess their expectations and perceptions of services received through structured questionnaire. Findings indicate there are relationships between service quality and service quality dimensions, all the SERVQUAL dimensions have a significant relationship with service quality and customer satisfaction. Tangibility, Reliability, Responsiveness, Assurance and empathy are all equally important for customer satisfaction. The management should not only focus for achieving objectives of the government and making profits, but must also look into the needs of the customers as well. Management should take responsibilities for implementing service quality improvement programmes and such programmes to be strictly followed effectively.