Journal Issue: SLIIT Business Review
Volume
Volume 02
Number
Issue i
Issue Date
2022-06
Journal Title
Journal ISSN
2682-695X
Journal Volume
SLIIT Business Review
(Volume 02)
Articles
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.
Study on the Behavioral Intention to use Cryptocurrency Market among Non-State University Students in Sri Lanka
(SLIIT,Business School, 2022-06) Maduranga H.A.C.P; Bandara H.M.C; Nipuna Ravishka E.A; Ranjitha H.D.K; Dissanayake, L.D.A. D.
The rise of cryptocurrency in the modern digital economy is relatively new and evolving rapidly. Due to the intricate structure and insufficient knowledge about cryptocurrencies, it's use is limited to industrialized countries. The study consists of four independent variables: awareness, trust, ease of use, and risk. The dependent variable is cryptocurrency behavioral intention. A survey of 380 undergraduates is undertaken to get information on respondents' perceptions of cryptocurrency's attributes and their intention to invest in it in the future. Pearson Correlation analysis is being utilized to study the relationship between awareness, trust, ease of use, risk, and behavioral intention of cryptocurrencies as the major purpose. The dependent variable and Cryptocurrency Factors have a positive relationship, with a 0.01 level of significance for correlation. We adopted snowball sampling technique as the survey's sample design based on survey's results. Furthermore, the data is analyzed for reliability and validity using AMOS statistical software. Two of the four hypotheses were not supported while the other two were significantly supported. The study's findings enhance to undergraduates' potential investment opportunities in cryptocurrency and validate the level of accuracy of cryptocurrency knowledge among undergraduates in developing countries. By studying human behavior, researchers can better predict the prospects for future cryptocurrency adoption and success.
Description
Keywords
Impulse Buying, Culture, FMCG, Power Distance, Individualism / Collectivism, Uncertainty Avoidance, Masculinity / Femininity, Long-Term Orientation, Service Quality, Tourist Satisfaction, Hotel Industry, Internet Service Quality, Customer Satisfaction, Mobile Telecommunication Industry, HRIS Implementation Challenges, Human Resource, Cryptocurrency, Awareness, Trust, Ease of Use, Risk