SLIIT Business School Students Research Conference [SBSSRC]

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The Conference is open for all the business research students in Sri Lanka. The goal of the conference is to promote student research, while gaining and increasing the enthusiasm among students for academic research. This conference gives the opportunity to showcase their scholarly work and to discuss the research interest with students with other Higher education institutions in Sri Lanka.

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Author: search.filters.author.Gunasekara, T. P. A. D.Subject: search.filters.subject.Accessibility

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    PublicationOpen Access
    Identifying the Factors Influencing Customer Satisfaction; A Case Study on ABC Bank PLC, Sri Lanka
    (SLIIT Business School, 2023-12-14) Gunasekara, T. P. A. D.; Mendis, P. H. P. B.; Perera, H. G. N. D.; Malshan, U. B.; Rajapaksha Yapa, S; Kothalawala, C
    This study aims to determine the specific factors that influence Customer Satisfaction in the banking sector of Sri Lanka because the economic growth and stability of a country depend on the soundness of its banking sector. The sole participants in this research are clients of ABC Bank in the Colombo district. The technique is based on primary data gathered using a wellstructured questionnaire. A hundred individuals were chosen at random from the database of ABC Bank. The respondents of the study are existing ABC Bank customers living in the Colombo district aged between 18-40 years. Descriptive statistics and correlation analysis were used in the examination of the data that was gathered. According to the findings, customer happiness may be affected by Service Quality, accessibility, product pricing, and e-banking. The management of the bank should determine the elements that might reduce Customer Satisfaction and work to improve them while simultaneously enhancing the variables that can boost customers.