Research Publications Authored by SLIIT Staff

Permanent URI for this communityhttps://rda.sliit.lk/handle/123456789/4195

This collection includes all SLIIT staff publications presented at external conferences and published in external journals. The materials are organized by faculty to facilitate easy retrieval.

Browse

Filters

2011 - 20192

Advanced Search

Filter by

Settings

Subject: search.filters.subject.Service quality

Search Results

Now showing 1 - 2 of 2
  • Thumbnail Image
    PublicationOpen Access
    A Study on the Impact of Service Quality on Customer Loyalty A case of Sri Lankan Supermarkets
    (researchgate.net, 2019-10-26) Kobbekaduwa, D. D. B; Wickramasinghe, W. N. S; Aththanayake, V. T. S; Kuruppu, C. L
    : In Sri lanka, Supermarket sector has experienced a remarkable growth specially in the last ten years. It demonstrated supermarket sector as one of the fast growing industries in Sri Lanka. Therefore, service quality has become major determinant for the supermarkets in order to create customer satisfaction which further help to gain customer loyalty. The main purpose of this study was to understand the impact of service quality on customer loyalty in the context of supermarket sector of Sri Lanka. This study has chosen convenience sampling as the sampling method and a questionnaire to gather data from 384 respondents. SERVQUAL model has selected to measure the variables of this study and regression has chosen to analyse data through SPSS (Statistical package for the social sciences) software.The study findings revealed that there was a significant impact on service quality dimensions towards customer satisfaction and customer loyalty. The results further indicated that the assurance has a more impact on customer satisfaction and tangibles has a more impact on customer loyalty.
  • Thumbnail Image
    PublicationOpen Access
    Service quality in University of Colombo libraries: an assessment
    (university of Colombo, 2011) Somaratna, S. D; Peiris, C. N
    Survey of 614 users of the University of Colombo Library system using a modified version of SERVQUAL was carried out to ascertain the views of library users about the service level. They were asked to assess the actual service delivered by the library; to establish the importance of the service to them as users; and, to identify to what extent the service met their expectations. Exploratory factor analysis with Varimax rotation was employed to identify underlying dimensions of service quality of the Library and the best predictor of the overall service quality of the University of Colombo Library was identified by regression analysis. Finds that the service quality of the University of Colombo Library System was represented by seven dimensions and the best predictor of the overall service quality was the dimension referred to as “Collection and Access”. This is the first user survey conducted in University Libraries in Sri Lanka to assess the service quality through user perspectives, discovering service quality factors.