Research Publications

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Open 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.
Embargo
Voice from the Control Room : Government Officials' Perspectives on How Politics, Funding and Technology Shape Sri Lanka's Transport Future
(Institute of Electrical and Electronics Engineers Inc., 2025) Bandara, S; Perera, Y; Premathilaka, H; Wijethunga, J; Karunarathna, N; Dayapathirana, N
The daily struggles of Sri Lanka's public transpo rtation system affect millions of lives, yet the voices of those who run it often go unheard. This study spoke with eight senior government officials from the National Transport Commission and Ceylon Government Railways to uncover what happens behind the scenes. Through detailed interviews, three main problems weighing on their minds were identified: political interference disrupts their work, money shortages block necessary improvements, and finally, worker satisfaction has hit rock bottom. Many transport workers feel stuck with low wages and unclear career paths, which makes it hard to keep services running smoothly. However, it is not all about bad news. These officials shared smart ideas about fixing issues, from better resource management to innovative technology implementation that could help riders track their buses and trains. They believe Sri Lanka's public transport can improve with the right changes. This research study goes beyond just listing problems - we talked to people who live these challenges every day and know what needs to change. Their stories show that improving public transport is not just about new buses or trains; it is about supporting the people who keep everything moving, listening to what riders need, and Equipping transport workers with the required equipment to perform their jobs well.
Open 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
Open Access
The Impact of Service Quality and Weather Condition on Tourists’ Guest Night Stays in Coastal Area of Sri Lanka: Perspective of Tourists
(SLIIT Business School, 2023-12-14) Koralage, B; Fernando, T; Nilakshika, T; Madhavika, N; Jayasinghe, P; Ehalapitiya, S
This study aims to explore tourists' perceptions of service quality and weather condition of guest night stays in Sri Lanka and how they influence tourists’ decisions regarding the duration of their guest night stays. This study employed qualitative approach, having the data collected using purposive sampling. Researchers conducted in depth interviews with 18 foreign tourists in Colombo and Galle coastal area of Sri Lanka. The study revealed that both service quality and weather condition are significantly impacting tourists' decision of duration of guest night stays. Longer stays were associated with higher levels of service quality, emphasizing the pivotal role of service delivery in attracting and retaining tourists. In addition, weather condition was identified to be a major factor in determining guest night stays in the coastal area of Sri Lanka. This research offers valuable insights into Sri Lanka's coastal tourism, emphasizing the significance of excellent customer service and environmental responsibility in attracting and retaining tourists. The study's practical implications enable industry experts and policymakers to formulate strategies for promoting eco-friendly practices, ultimately enhancing the overall traveller experience in the coastal regions of Sri Lanka. By examining tourists' perceptions of service quality and weather condition's impact on guest night stays in Colombo and Galle coastal areas, this study contributes to existing literature on tourism in Sri Lanka. The results underscore the significance of sustainable practices and exceptional service in attracting visitors and fostering longer stays. Ultimately, these insights can aid in the formulation of effective plans to strengthen eco-friendly tourism and enhance Sri Lanka's appeal as a preferred destination for international travellers.
Open 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.
Open Access
A Study of Relationship between Service Quality and Students’ Satisfaction: Case of a Selected Private Higher Education Institute in Sri Lanka
(researchgate.net, 2016-12) Kuruppu, C. L
Sri Lankan tertiary education system is limited as only 15% to 21%of students get enrolled to the state university system each year. Consequently, there is a growing demand for private degree awarding institutes in Sri Lanka. With this increasing demand, the quality of the education service provided by these private degree awarding institutes are always questionable. However, the concept of ‘Service Quality’ in education from students’ perspective in the local context has not yet been researched. Therefore, this study explores the quality gaps in the education service provided by a leading private higher education institute in Sri Lanka. The examination of this issue is significant to improve the service delivery of the institute to meet the quality requirements of the undergraduates. The purpose of this study is to investigate service quality gaps in the institute while identifying the relationship between the ‘Service Quality’ and ‘Student Satisfaction’. To achieve these objectives, a comparison of students’ expected service with their perceived service was employed in relation to five generic quality dimensions. The deductive reasoning has been applied for this research with the application ParsuParasuraman’sSERVQUAL Model. The primary data was gathered through structured questionnaires from a sample of 450 students. The findings indicated that, there is a discrepancy between students’ expectations and their perceptions of the service delivered with regard to four quality dimensions such as ‘Responsiveness’, ‘Assurance’, ‘Empathy’ and ‘Tangibles’ under the level of significance 0.05.The highest gap was resulted with respect to the dimension of ‘Empathy’. Furthermore, findings resulted that there is a significant relationship between the ‘Service Quality’ and ‘Student Satisfaction’ with respect to four dimensions such as ‘Reliability’, ‘Responsiveness’, ‘Assurance’, ‘Tangibles’ under the significant level of 0.01. However, it resulted that there is no significant relationship between ‘Empathy’ and ‘Student Satisfaction’. The researcher recommends the institute to obtain students’ feedback to identify the areas of improvement, conduct peer reviews and to improve physical facilities to meet the quality of the service delivery.
Embargo
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.
Open Access
Framework to identify the affecting factors of electronic service quality of Information Systems of a university: A CONCEPTUAL MODEL
(International Journal of Advanced Studies in Computers, Science and Engineering, 2015-10-01) Gunawardhana, D. N. T; Perera, H. S. C
Electronic media usage is very high in every field with technological innovation. Universities and higher education institutions also use electronic media to see the most effective results on behalf of inputs. Although information and knowledge are separate concepts, they join together to work like a combined socket and the electronic media is the key gear in a given academic environment. Latest technologies have reached the university systems at a higher priority level. From that point, usage of electronic information system has become an essential discussion in the field of education. Many a research have been done in the field of IS and have created an awareness in the direction of service quality of IS in the education environment. Identifying the factors that affect the information system service quality is important to take necessary decisions of IS. This effect was to introduce a framework to identify the affecting factors of IS service quality in a university environment. Introduced framework has principally based on the E-S-Qual model and it has moderated according to literature in this field with findings of the researcher.

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