Papers by RA Chanaka Ushantha
Customers’ Perception on Service Quality towards Satisfaction: An Application of SERVPERF in State Sector Banks in Sri Lanka
European Journal of Business and Management, 2014
Amid intense competition and the dynamic business environment, surviving in the market has become... more Amid intense competition and the dynamic business environment, surviving in the market has become a key challenge for many service organizations. Service quality has become one the key tools for surviving and gaining competitive advantage in banking industry, since its offering comprised mainly with intangible elements. Thus service quality has taken considerable interest in marketing literature. This study endeavored to apply 22 item SERVPERF Scale to measure consumers’ perceived service quality in state banks and its impact on customer satisfaction in Sri Lanka. Multi-stage sampling procedure was used to obtain 150 respondents from three state sector banks in Ratnapura district. The primary data were collected through an interviewer administered questionnaire. The results revealed that consumers have higher level of positive perception of SERVPERF dimensions. All dimensions contributed significantly -i.e. ‘reliability’, ‘assurance’, ‘empathy’, ‘tangibles’ and ‘responsiveness’- tow...
An Assessment of Retail Service Quality: An Empirical Study of the RSQS in Sri Lankan Supermarkets
In today"s highly competitive business environment, service quality has become one of the ma... more In today"s highly competitive business environment, service quality has become one of the major determinants of customer satisfaction. It has also become the key to sustainable competitive advantage for mainly service dominant organizations as well as for the grocery retail sector. This study attempts to measure the consumers" perception on retail service quality and its impact on customers" satisfaction in supermarkets in Sri Lanka. In order to collect primary data, 168 retail shoppers from major super market outlets in Colombo district were contacted. The Retail Service Quality Scale (RSQS), which comprised of 27 retail service quality items under five dimensions namely, physical aspects, reliability, personal interaction, problem solving and policy has been used as the data collection instrument. The results of the study were shown that the retail service quality has a positive correlation with customer satisfaction. Further, 80 percent of the variation has been fo...
A Quest for Service Quality in Higher Education: Empirical Evidence from Sri Lanka
Services Marketing Quarterly, 2016
Asian Journal of Empirical Research
The purpose of this study is to develop an instrument, determining dimensions of retail service q... more The purpose of this study is to develop an instrument, determining dimensions of retail service quality with a specific focus on supermarket industry in Sri Lanka. This was by re-examining the RSQS (Retail Service Quality Scale) model, originally developed by Dabholkar, Thorpe and Rentz (1996) and to put forward a model, suitable to Sri Lankan perspective. The questionnaire was used as a research instrument and a total of 150 usable responses (n = 150) were obtained using Systematic Quasi-Random Sampling. Further, the study employs exploratory factor analysis (EFA) for the purpose of data analysis. The modified RSQS model consists of five dimensions or critical factors as detected by exploratory factor analysis. They are personal interaction, physical aspects, reliability, courtesy and convenience. In addition, factors extracted from the analysis accounted for 59.844 % of the total variability. The findings of this research could be generalized to the countries similar to this categ...
ABSTRACT Abstract Amid intense competition and the dynamic business environment, surviving in the... more ABSTRACT Abstract Amid intense competition and the dynamic business environment, surviving in the market has become a key challenge for many service organizations. Service quality has become one the key tools for surviving and gaining competitive advantage in banking industry, since its offering comprised mainly with intangible elements. Thus service quality has taken considerable interest in marketing literature. This study endeavored to apply 22 item SERVPERF Scale to measure consumers’ perceived service quality in state banks and its impact on customer satisfaction in Sri Lanka. Multi-stage sampling procedure was used to obtain 150 respondents from three state sector banks in Ratnapura district. The primary data were collected through an interviewer administered questionnaire. The results revealed that consumers have higher level of positive perception of SERVPERF dimensions. All dimensions contributed significantly -i.e. ‘reliability’, ‘assurance’, ‘empathy’, ‘tangibles’ and ‘responsiveness’- towards the service quality in state banks in Sri Lanka. Further it revealed that there is a strong positive linear relationship between overall service quality and customer satisfaction in state banks in Sri Lanka. The study confirmed that the scale SERVPERF is applicable for measuring the service quality of the banking sector in Sri Lanka.
In today's highly competitive business environment, service quality has become one of the major d... more In today's highly competitive business environment, service quality has become one of the major determinants of customer satisfaction. It has also become the key to sustainable competitive advantage for mainly service dominant organizations as well as for the grocery retail sector. This study attempts to measure the consumers' perception on retail service quality and its impact on customers' satisfaction in supermarkets in Sri Lanka. In order to collect primary data, 168 retail shoppers from major super market outlets in Colombo district were contacted. The Retail Service Quality Scale (RSQS), which comprised of 27 retail service quality items under five dimensions namely, physical aspects, reliability, personal interaction, problem solving and policy has been used as the data collection instrument. The results of the study were shown that the retail service quality has a positive correlation with customer satisfaction. Further, 80 percent of the variation has been found which is also in the significant level. It means that, customer satisfaction in the retail super market is determined or influenced by the retail service quality. Therefore, service quality is viewed as strategic formula in the marketing practices among retail outlets to enhance the customer satisfaction in both developed and developing countries. Before we come to the general conclusions in the Sri Lankan context, studies among retail service quality should be taken in the various service industries. Further, the concept like retail service quality should be connected with customer loyalty, customer retention and brand equity to get the more insights in the marketing practices of the retail supermarkets. Additionally, we suggested to the future researchers or scholars to carry the research on the factor analysis in order to find out the applicability of RSQS in the Sri Lankan perspective
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Papers by RA Chanaka Ushantha