Research Publications
Permanent URI for this communityhttps://rda.sliit.lk/handle/123456789/4194
This main community comprises five sub-communities, each representing the academic contribution made by SLIIT-affiliated personnel.
Browse
6 results
Filters
Advanced Search
Filter by
Settings
Search Results
Publication Embargo E-commerce success redefined: integrating information systems and customer empowerment for e-customer engagement(Emerald Publishing, 2026-03-17) Boyagoda, G; Thalagala, S.M; Pathirana, S.L; Jeewantha, S; Wisenthige, KPurpose – This study aims to explore the impact of system quality, information quality, service quality and customer empowerment on customer satisfaction and e-commerce success in Sri Lanka, focusing on Millennials and Generation Z. By integrating the DeLone and McLean Information Systems Success (D&M ISS) model with customer empowerment theory, the research seeks to provide insights into the key drivers of e-customer engagement in e-commerce. Design/methodology/approach – A structured questionnaire was used to collect data from 413 respondents employing the purposive sampling technique. The data collection instrument comprised 32 questions related to system quality, information quality, service quality, customer empowerment and customer satisfaction, as well as demographic questions. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). Findings – The results revealed that the system quality, information quality and service quality significantly influence customer satisfaction and intention to use the system in the context of e-commerce, which leads to higher customer engagement. Furthermore, the findings substantiate the crucial role that customer empowerment plays in terms of increasing customer satisfaction. Research limitations/implications – This study focuses on Millennials and Generation Z e-customers in Sri Lanka. It provides insights into this demographic, but does not capture the diverse cultural and technological landscape of the entire country. The study examines Information System (IS) dimensions and customer empowerment, excluding other significant variables like overall customer engagement. Self-reported data may introduce biases, and future research with larger sample sizes and different methods could improve the validity. Focusing on four selected online shopping platforms may limit the applicability as the e-commerce landscape is continuously evolving. Practical implications – The findings offer guidance to e-commerce businesses and policymakers to enhance their digital services and customer satisfaction. Businesses can improve their system quality with intuitive designs, offering accurate information to boost engagement and deliver excellent service quality. Initiatives such as interactive tools, loyalty programs and tailored support can empower customers, fostering a stronger impact. Policymakers can support e-commerce growth by improving regulations and providing training programs. These measures contribute to a more efficient and satisfying online shopping experience, driving long-term customer loyalty and business growth. Social implications – The research emphasises the role of customer empowerment in fostering customer engagement, contributing to the growth of the digital economy and enhancing online shopping experiences. Originality/value – This research enhances the academic understanding of e-commerce success by strengthening the DeLone and McLean Information Systems Success model by adding the concept of customer empowerment. This unique improvement is applied in the context of Sri Lanka, an emerging market with its own socio-economic characteristics. This addition provides new insights into key factors affecting e-customer engagement in the e-commerce sector.Publication Open Access Impact of Service Quality on Tourist Satisfaction: A Case of Sri Lankan Hotels(SLIIT,Business School, 2022-06) Nagendrakumar, N; Rathnayake, R.R.M.T.R.T.The purpose of the study is to investigate the impact of service quality on tourist satisfaction in the hotel industry in Sri Lanka with reference to ABC hotels. In recent years, the hotel industry in Sri Lanka has become highly competitive and challenging. The SERVQUAL model has been applied to detect the quality improvement areas on tourist satisfaction based on five dimensions such as tangibility, reliability, responsiveness, assurance, and empathy. Data were collected from 376 respondents which consisted of 34 five-point Likert scale questions, using a stratified random sampling technique. The multiple regression analysis was run to establish the model and the model fit. Results indicated that all five dimensions of service quality had a significant impact on tourist satisfaction. The findings help managers of Sri Lankan hotels to identify the service quality areas that need to be improved and assist in related decision making to enhance tourist satisfaction.Publication Open Access Factors Influencing the Service Quality Expectations of Bus Passengers: Evidence from a Suburban Bus Route in Sri Lanka(SLIIT Faculty of Engineering, 2025-01) Nirodhaka, P J T P; Abhayasinghe, B A K N; Palansooriya, P G W W H M R S; Nirmal, H D T; Sharic, A H SThe decline in public transportation usage in Sri Lanka, due to inadequate service quality, reflects significant challenges for suburban mobility. Against this background, this study investigates the factors influencing bus passengers' service quality expectations on the Mawanella-Rambukkana bus route, providing insights into the need of improving public transport services at suburban levels. The existing literature indicates the key service attributes such as the ticket price, waiting time, and environmental conditions that significantly affect passenger satisfaction. However, there is a gap in understanding these factors in suburban contexts, particularly gender-specific preferences in Sri Lanka. A conjoint analysis was conducted to evaluate six critical service quality attributes: walking time, waiting time, ticket price, travel time, in-bus environment, and bus stop environment. The data was collected from 400 passengers, including 197 males and 203 females, using a structured questionnaire. The utility estimates and relative importance scores quantified the impact of each attribute. The study revealed a significant set of gender differences in service quality priorities. The ticket price emerged as the most crucial factor for both genders, with a slightly higher importance for the females (27.125) than the males (26.807). The males valued the bus stop environment (19.189) more than the females (19.065), while the females prioritized the in-bus environment (17.822) more than the males (17.044). The waiting time was more critical for the males (14.485) compared to the females (13.981), while walking time and travel time were of lower importance for both genders. The findings underscore the need for certain public transport actions such as targeted improvements in fare affordability, waiting times, and environmental conditions to enhance passenger satisfaction. The study addresses thus an existing literature gap by focusing on suburban bus passengers and providing gender-specific insights, contributing to a comprehensive understanding of the public transport service quality experienced by the people of Sri Lanka.Publication Embargo Analysis of Service Quality Expectation of Passengers: Case Study of Colombo Fort Railway Station(SLIIT, Faculty of Engineering, 2024-10) Jayathilake, M.N; Fernando, S.S.S.; Madushanka, P.G.D.; Sharic, A.H.SThis study investigates passenger perceptions of service quality at Colombo Fort Railway Station using the SERVQUAL model, focusing on five key dimensions: tangibility, reliability, responsiveness, assurance, and empathy. By examining demographic characteristics such as gender, age, income, frequency of use, trip purpose, and time of travel, this research aims to identify significant differences in service quality expectations among diverse passenger groups. Data were collected from 300 passengers through a structured survey and analyzed using t-tests and ANOVA. The findings highlight critical areas for improvement, including enhanced schedule adherence, improved communication, and better maintenance of station facilities. Notably, the study reveals that daily and weekly commuters report lower satisfaction levels with train punctuality compared to occasional users, while older passengers express higher satisfaction with emergency response and lost item retrieval services. These insights provide valuable recommendations for Sri Lanka Railways to enhance service quality, thereby increasing passenger satisfaction and loyalty. The study underscores the importance of tailored service improvements to meet the specific needs of different passenger demographics, contributing to a more efficient and reliable railway system in Sri Lanka.Publication Open 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.Publication Open Access Service quality in University of Colombo libraries: an assessment(university of Colombo, 2011) Somaratna, S. D; Peiris, C. NSurvey 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.