International Conference on Business and Information (ICBI)
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Item Influence of 'Seven Ps' on Customer Satisfaction in Hotel Industry in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Shameem, A.L.M.A.This study aims to find out the influence of seven Ps’ on customer satisfaction in hotel industry in Sri Lanka. The hotels and tourism business has been developing with the world fashionable sector, and various kinds of marketing applications and practices are used to attract tourists in this particular industry. It is the largest and fastest growing business sector in Sri Lanka. Further the post war scenario, the hotel and tourism industry has strongly taken major role to contribute to the service industry of Sri Lanka. The place Pasikuda and Arugam Bay have become a famous tourist destination with the history of Sri Lanka. A methodical literature review was done in order to identify the variables for the conceptual framework of the study. For this study Pasikuda and Arugam Bay geographical areas were selected as a sample to represent the whole population in hotels in the East part of Sri Lanka, because these are major tourist destination in Eastern Province. This study used mixed methods research that combines both qualitative and quantitative research methods. The study findings strongly support the argument that the strategic marketing practices should be implemented holistically. According to the analysis, it is possible to conclude that six independent variables such as product, price, place, promotion, people, and process all have positive effect and direct relationship to customer satisfaction in hotel industry while physical evidence has a negative effect and direct relationship to customer satisfaction.Item Impact of Job Satisfaction on Job Performance of Non-Executive Employees in Hotel Industry: With Special Reference to Kalutara District, Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Perera, M.D.S.H.; Weerakkody, W.A.S.Currently all organizations recognize that they can gain competitive advantage in the market place only if these organizations have employees who possess positive work related attitudes. Job satisfaction is one of the most important attitudinal factors on job performance. This study measured the impact of job satisfaction on job performance of non-executive employees in the hotel industry (star hotels) in the Kalutara district, Sri Lanka. On the scenario of continuous discussions on challenges faced by hotel industry in Sri Lanka, human involvement is yet to be considered as a significant organizational factor. There are several human resource glitches in hotel industry. It has made a vast impediment to minimize the effort of achieving organizational objectives in the hotel industry. The data were collected from a stratified randomly selected sample of 250 non -executive employees in the hotel industry (star hotels) by administrating a structured questionnaire, which consisted of 38 questions/statements along a 5 points scale. The data analyses consist of correlation and regression. Findings reveal that, job satisfaction was correlated with job performance of non-executive employees. Also there was an impact of job satisfaction on job performance of non-executive employees. Based on the findings valuable suggestions are provided to the managements of hotel industry in the Kalutara district, Sri Lanka to minimize the existing issues.Item Impact of Brand Image on Customer Loyalty in Sri Lankan Hotel Industry(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Jayasinghe, I.S.; Wijethunga, W.M.H.U.Brand Image (BI) is an important factor influencing the customer loyalty (CL). Thus, companies try to attract more customers by creating a positive BI in consumer minds. It is evidenced that researches conducted to study the impact of BI on CL for hotel industry (HI) is less, especially in the Sri Lankan context. The study is descriptive and co relational in nature. The customers of star grade hotels in Sri Lanka were the target population of the study and 154 of them were selected as the sample. According to the findings, the levels of BI and CL were high among customers who consume the hotel services of star grade hotels; whereas it is found that there is a positive relationship between BI and CL. Marketers can adopt the findings of the study when they set relationship marketing strategies and when designing promotional strategies for their hotels to stay ahead the competition.Item Entrepreneurial Orientation at ABC Hotels PLC(Faculty of Commerce and Management Studies, University of Kelaniya, 2015) Anuranga, B.K.H.D.This case study is about Entrepreneurial Orientation (EO) dimensions of autonomy, risk tating, innovativeness, proactiveness and competitive aggressiveness practiced at ABC Hotels plc, hypothetical name, as it is the benchmarking company for many practices in Sri Lanka. This is a qualitative study where the data for the research were gathered via interview and the annual reports of ABC Hotels plc. With regard to autonomy, middle and lower level managers had not been vested power to act as they wish. On the contrary, almost all the employees were vested with the power to bring forth anything to the ground as they wish provided they bring business turnarounds. Business risk taking is fairly high as it undertook loss incurring TA, and with a long term payback period of Obrim with huge investment. Proactiveness and competitive aggressiveness were seen in practice fairly. In conclusion it was observed that all the dimensions of EO except for autonomy were fairly practiced at ABC Hotels plc.