Symposia & Conferences

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    Factors Impact on Perceived Adoption towards Self Service Kiosks in Sri Lankan Public Banking; Western Province
    (5th HRM Student Research Symposium 2018, Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2018) Silva, B. M. D. S.; Silva, H. M. S. V.
    This research paper examined the impact of consumer perceived ease of use, perceived usefulness on consumer adoption towards Self-service kiosks (SSK). Moreover, moderating impact of perceived ease of use and perceived usefulness on attitude of banking customers was also tested in this study. A conceptual model of adoption process for SSK is developed and tested among Sri Lankan public banking consumers in western province. Based on Technology Acceptance Module, A linear structural relations methodological approach is used to develop conceptual framework. The current study found that both perceived ease of use and usefulness have direct impact on adoption of SSK. Further, consumer attitude acts as a partial mediator between the relationship of consumer perceived ease of use, perceived usefulness and SSK adoption. This study has emphasized that system designers and bank managers need to consider system ease of use, perceived usefulness and consumer attitude towards technology when designing and implementing self-service kiosks system in Sri Lanka. Since all variables have moderate impact on consumer adoption it is important to consider other antecedents when designing a self-service kiosk.
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    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.
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    Predicting young consumers' take up of mobile banking services in Sri Lanka
    (Department of Accountancy, University of Kelaniya, 2015) Senevirathne, R.P.S.M.
    The internet has had a significant impact on financial institutions, allowing consumers to access many bank facilities 24 hours a day, while allowing banks to significantly cut their costs. Research has shown that online banking is the cheapest delivery channel for many banking services (Robinson, 2009; Sathye, 1999). A number of studies have identified advantages to bank customers, including cost and time savings as well as spatial independence benefits (Howcroft et al., 2002; Polatoglu and Ekin, 2001). Uptake of online banking has been particularly great among young people (Calisir and Gumussoy, 2008). Banking was at the forefront of the services sectors that sought to migrate customers from face-to-face transactions to computer-mediated transactions. With the development of m-commerce, similar expectations have been held out that much banking activity that is currently carried out online through fixed line internet terminals willmigrate to mobile devices. M-banking enables customers to access their bank accounts through mobile devices to check their balance or to conduct financial transactions. The range of services that can be undertaken while mobile is likely to increase, and mobile phones are likely to evolve as ubiquitous payment devices (Wilcox, 2009a). The object of this research topic investigating the barriers for adopting mobile banking services in Sri Lanka. The research problem is how predicting young consumers take up of mobile banking service. And also understanding of the primary concerns of a customer when they use mobile banking services and identify factors that can be used for making better mobile customer relationship management (mobile CRM) services in banking. The Technology Acceptance Model (TAM), and Innovation Diffusion Theory and to test a model that is better able to predict consumers' intention to use mobile banking.