Research Publications

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Subject: search.filters.subject.Customer Satisfaction

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Now showing 1 - 5 of 5
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    PublicationOpen Access
    Analysis of Customer Satisfaction and Internet Service Quality During the Covid 19 Pandemic in Sri Lanka
    (SLIIT,Business School, 2022-06) Rashad, M.N.M.; Hansini, M.P.; Muthugala, M.H.N.; Karunarathne,U.W.S.P; Munasinghe, R.M.; Bulathsinghala,A.S.K.
    The tracking of Service Quality is an important consideration for a business as customers may go with an alternative service provider if they are dissatisfied with the standard. In particular we look at Internet Service Providers (ISP) and research the impact of Internet Service Quality (ISQ) on Customer Satisfaction. The prevailing COVID-19 situation in Sri Lanka reveals the importance of this study as government rules and regulations have been imposed to promote work from home, online learning and online entertainment. Previous studies have looked at the influence of ISQ on Customer Satisfaction in other countries – however to the best of our knowledge, no such evaluation has been done in Sri Lanka. Furthermore, in the context of COVID-19 the existing literature is lacking. Past research identifies the following factors which impact ISQ: Tangibility, Assurance, Empathy, Reliability, Responsiveness (Eze, et al., 2008) and Price (Joudeh & Dandis, 2018). This study was carried out as a deductive study and a quantitative method was employed. Our sample included 500 respondents obtained from the convenience sampling method by distributing a questionnaire survey among university undergraduates within Sri Lanka. The findings revealed that there is a positive relationship between Internet Service Quality and Customer Satisfaction. The study was also able to extract insights for ISP managers by highlighting the aspects of ISQ which can satisfy their customer base as well as measures which could be taken with reference to the practice gaps identified.
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    ItemOpen Access
    How E-commerce Succeeds: The Role of Information Systems in Boosting Customer Satisfaction
    (Institute of Electrical and Electronics Engineers Inc., 2025) Pathirana, S.L; Pathirana, S.J; Boyagoda, G.S.B; Thalagala, S.M.K; Wisenthige, K; Aluthwala, C
    The rapid growth of e-commerce has revolutionized consumer behavior, especially among Millennials and Generation Z, who increasingly rely on online platforms for their purchases. This paper shows the impact of information systems success on individual performance outcomes in e-commerce, focusing on the DeLone and McLean information system success model and its three key dimensions: system quality, information quality, and service quality. A quantitative survey method was employed to gather data from e-commerce users in the western province of Sri Lanka, which is an economically developed region where Millennials and Generation Z are highly engaged with international and local e-commerce platforms. The study uses PLS-SEM to identify that system, information, and service quality significantly increase customer satisfaction and thereby improve individual performance in e-commerce. The study will address the significant research gap in Sri Lanka, where the rapid growth of e-commerce has not been adequately studied in terms of the impact of information and individual outcomes
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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.
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    PublicationOpen Access
    Impact of SERVQUAL model dimensions for Customer Satisfaction towards Vehicle Leasing Providers in Sri Lanka
    (Human Resource Management Academic Research Society, 2019-02-12) Pathirana, U.P. G.Y
    Vehicle leasing providers plays a big role in automobile buying and selling. Science vehicle leasing is coming under the service category customer satisfaction can be access through the quality of service provided by vehicle leasing providers. So in order to understand this SERQUAL model was used. So in order to reach research objectives data was gathered though a questionnaire with a sample of 100 recent customers of vehicle leasing service providers. From the data analysis it was found that customers are moderately satisfied about the service they are receiving and there is a positive relationship in between customer satisfaction and service quality which indicates that there is a high impact of responsiveness for the service quality.
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    PublicationEmbargo
    ANALYSIS OF CUSTOMER SATISFACTION AND INTERNET SERVICE QUALITY DURING THE COVID 19 PANDEMIC IN SRI LANKA
    (SLIIT Business School, 2019-12-10) Rashad, M.N.M.; Hansini, M.P.; Muthugala, M.H.N.; Karunarathne, U.W.S.P.; Munasinghe, R.M.; Bulathsinghala, A.S.K.
    The tracking of Service Quality is an important consideration for a business as customers may go with an alternative service provider if they are dissatisfied with the standard. In particular we look at Internet Service Providers (ISP) and research the impact of Internet Service Quality (ISQ) on Customer Satisfaction. The prevailing COVID-19 situation in Sri Lanka reveals the importance of this study as government rules and regulations have been imposed to promote work from home, online learning and online entertainment. Previous studies have looked at the influence of ISQ on Customer Satisfaction in other countries – however to the best of our knowledge, no such evaluation has been done in Sri Lanka. Furthermore, in the context of COVID-19 the existing literature is lacking. Past research identifies the following factors which impact ISQ: Tangibility, Assurance, Empathy, Reliability, Responsiveness (Eze, et al., 2008) and Price (Joudeh & Dandis, 2018). This study was carried out as a deductive study and a quantitative method was employed. Our sample included 500 respondents obtained from the convenience sampling method by distributing a questionnaire survey among university undergraduates within Sri Lanka. The findings revealed that there is a positive relationship between Internet Service Quality and Customer Satisfaction. The study was also able to extract insights for ISP managers by highlighting the aspects of ISQ which can satisfy their customer base as well as measures which could be taken with reference to the practice gaps identified.