scholarly journals The Study of Professional Training to Improve Customer Satisfaction in Small and Medium Scale Hotels in Sri Lanka

2017 ◽  
Vol 8 (1) ◽  
pp. 82
Author(s):  
Kalpana R. Ambepitiya ◽  
Upul Rohana Dharmasiri
Keyword(s):  
Sri Lanka ◽  
Customer Satisfaction ◽  
Professional Training ◽  
Medium Scale

scholarly journals Customer Satisfaction and Customer Loyalty: Leading Super Markets in Jaffna District, Sri Lanka

2017 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Kumaradeepan V. ◽  
Pathmini, M G S
Keyword(s):  
Social Sciences ◽  
Regression Analysis ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Primary Data ◽  
The Impact

The topic of the research is Customer Satisfaction (CS) and Customer Loyalty (CL); special reference to the leading supermarkets in Jaffna. The objective of the research is to identify the impact of Customer Satisfaction on Customer Loyalty of leading Supermarkets in Jaffna, Sri Lanka. The research is simply deductive approach to find out the impact between Customer satisfaction and Customer loyalty. Quantitative method is available based on primary data. At present there are 08 numbers of supermarkets functioning in Jaffna district and popular three were selected. Random sampling technique is used to collect the data from customers of supermarkets in selected area. The analysis is carried out using a sample of 240 customers in Jaffna and only 218 were taken to analyze. ‘Statistical Package for Social Sciences’ (SPSS) 22.0 version was used in order to analyze the data. Correlation was used to find the connection between Customer Satisfaction and Customer Loyalty. Also Regression analysis is used to predict the value of a variable based on the value of two or more other variables. Also found that about 40 percent connection between Customer Satisfaction and Customer Loyalty and also found around 16% affect by Customer satisfaction to Customer loyalty.

scholarly journals Determinants of Customer Satisfaction in Freight Forwarding Companies in Sri Lanka

2018 ◽  
Vol 5 (2) ◽  
pp. 84
Author(s):  
A. A. C. N. Dias ◽  
D. G. N. D. Jayarathna ◽  
P. W. G. Madhushani
Keyword(s):  
Sri Lanka ◽  
Customer Satisfaction ◽  
Freight Forwarding

Collaborative Consumption as a Tool for Agricultural Expansion in Developing Countries

2018 ◽  
pp. 39-59
Author(s):  
Abubakar U. Benna
Keyword(s):  
Developing Countries ◽  
Customer Satisfaction ◽  
Case Studies ◽  
Agricultural Development ◽  
Developing Economies ◽  
Direct Interaction ◽  
Sharing Economy ◽  
Agricultural Expansion ◽  
Collaborative Consumption ◽  
Medium Scale

Collaborative consumption is a broader term encompassing emerging areas, such as crowdfunding and the sharing economy, which enhance consumer enablement through direct interaction. This chapter addresses opportunities and challenges of how to support small- and medium-scale farmers in developing countries. Traditional agriculture, as well as urban agriculture, is rising with the significant urbanization that is occurring in developing economies. There is currently limited research on the value of collaborative consumption as a catalyst for agricultural development. Consequently, the aim of this chapter is to provide an overview of how collaborative consumption in agriculture can be supported. The study is conducted based on the review of literature and case studies related to both agriculture and collaborative consumption. A few key observations are provided in order to assist with the formulation of strategies that increase producer and customer satisfaction, value addition, and engagement.

scholarly journals Impact of Self Service Technology Quality on Customer Satisfaction: A Case of Retail Banks in Western Province in Sri Lanka

2015 ◽  
Vol 17 (1) ◽  
pp. 1 ◽  
Author(s):  
Gunawardana H.M.R.S.S. ◽  
D. Kulathunga ◽  
W.L.M.V. Perera
Keyword(s):  
Sri Lanka ◽  
Customer Satisfaction ◽  
Principal Component ◽  
Internet Banking ◽  
Technological Advancement ◽  
Western Province ◽  
Quality Dimensions ◽  
Self Service ◽  
Self Service Technology ◽  
The Impact

Rapid technological advancement in the banking environment drives Sri Lankan banks to adopt self-service technologies to deliver services via SMS banking, Internet banking and telephone banking facilities, Automated Teller Machines (ATM) etc. This study explored the perceived quality of the self-service technology of these services and its effect on customer satisfaction. The literature survey and in depth interviews helped to formulate quality dimensions: security, efficiency, eases of use, reliability and convenience and those dimensions were assessed through a questionnaire. This study surveyed 215 customers from branches of six dominating commercial banks located in Western Province of Sri Lanka. Data were subjected to Principal Component Analysis and retained factors were regressed using multiple regressions to assess the impact of quality dimensions on customer satisfaction. The results revealed that reliability and convenience have positive impacts on customer satisfaction but efficiency has a negative effect.

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