Symposia & Conferences
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Item Satisfaction of Sri Lankan Based Customers towards Internet Banking in Sri Lanka(4th International Conference for Accounting Researchers and Educators, Department of Accountancy, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2018) Weerasekara, W.T.K.; Kawshalya, M.D.P.Internet banking activities are more current than the traditional banking activities with the advancement of the new technology in the banking Industries. Commercial banks in Sri Lanka use the internet applications as a weapon of competitive advantage Banks are taking numerous steps to widen this concept among their customers. This study researched the factors affecting customer satisfaction for internet banking. Sample composed of hundred and twenty five customers of five commercial banks in Sri Lanka. The research has been conducted as a quantitative research and the data collection method was survey method. This study identifies three major factors such as Convenience and flexibility, Transaction related benefits and customer security. According to the findings, convenience and flexibility and service security significantly affect customer satisfaction and transaction related benefits are not significant to customer satisfaction. Additionally, it was identified that lack of knowledge on facilities of e-banking compared to traditional banking is one of the prominent reason for less usage of Internet Banking in Sri Lanka. This research provides banking institutions with significant information on various aspects that need to be highlighted in their banking communications strategies to increase the adoption rate of internet banking servicesItem The impact of internet banking service quality and corporate image on customer satisfaction in the Sri Lankan banking sector(Department of Accountancy, University of Kelaniya, 2015) Nimasha, N.A.D.A.Internet Banking has emerged as the most critical form of customer interaction, encompassing the structural changes required by the banks to compete within the financial markets..Technology advancement has modified fundamentals of marketing theories, particularly the banking sector. With the emergence of digital channels, banks are confronted with margin pressures and intense competition. In addition the customer’s quest for personalized services has intensified with the implementing of internet banking. Service quality is a pre-requisite for customer satisfaction and in a virtual environment the task becomes even more challenging to banks. Despite the explosive growth in internet banking globally, some countries still lag behind the implementation process. Security concerns persist as a salient feature and may be detrimental for the growth of the internet banking. In sequence with prior studies conducted in other countries, Corporate Image is envisioning as a control dimension of Service quality. (Rochi, 2014) The purpose of this study is to measure the satisfaction of Internet Banking (IB) customers in Sri Lanka. In this research internet banking service quality dimensions such as Tangibility, Reliability, Assurance, Responsiveness and Empathy considered as independent variables and customer satisfaction considered as dependent variable will be measured by using various service quality measurements. To gathering information for the research, Primary data will be collected through by developing self-administered questionnaire from the selected customers. The data will be contained the personal details, demographic details and perception of Customers on all dimensions of service quality. This empirically study attempts to identify factors that determine customers’ satisfaction with internet banking within the Sri Lankan banking context.