Browsing by Author "Hendahewa, P.I.D.S."

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    Impact of Service Quality on Customer Satisfaction: A Study Based On Hotels and Guest Houses Not Registered with Sri Lanka Tourism Development Authority
    (Uva Wellassa University of Sri Lanka, 2012) Hendahewa, P.I.D.S.; Ranasinghe, J.P.R.C.
    Sri Lanka, called as the Pearl of the Indian Oceanbecause of its amazing natural beauty and an island with its own cultural heritage. Sri Lankan vacations are full of adventure because of its bio diversity and holidays so Sri Lanka is a life long experience for all who visit. The service sector in Sri Lankan economy has contributed 60 percent of the gross domestic product (GDP) in 2010 increased and developed by 64.6percent (Central bank report, 2010). It has been a major driving force to the Sri Lankan economy. Primary purpose of this research was a comprehensive analysis to identify to identify the demographic background of the tourist who visits the Galle district. andto examine the customers perceived service quality in the unregistered hotel industry. Secondary purpose was whether there is a relationship between Service Quality and customer Satisfaction in hotel industry. Service quality deliver to guests & it measure under several stages such as tangibles, reliability, Responsiveness, Assurance, Empathy, professionalism and skills, convenience, speed and innovation, subsequently the Customer satisfaction also Each of these stages deeply analyzed based on these dimensions.20 unregistered hotels from Galle district & 100 guests were considered as the sample. Primary data from the respondent through the prepared questionnaire, & Secondary data are collected from the internet, research articles, booklets magazines and the relevant institutions. Data was analysed using a descriptive statistics, Multi Variant analysis method. Using the mean and standard deviation calculations of each variable according to the nine dimensions, relationship between service quality & customer satisfaction was identified & it get vary in stages of service quality and overall satisfaction vs expectation.Further empirical research should be done on the multicultural service behaviors and its effects on service encounters.This research was mainly based on the objective of identify whether there is a relationship between customer satisfaction service quality. Based on the regression analysis it can be conclude that when all the other dimensions of service quality were remaining constant at the time there was an impact to customer satisfaction. The regression coefficient for the tangibles was the least value showed dimensions that has had an impact on consumers for customer satisfaction. It revealed researcher has utilized that explained variation was higher than the unexplained variation. And It is insignificance since P value" was greater than 0.05. Therefore it has been dropped from the model. Others consist with positive relationship.
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    Service Quality and Customer satisfaction (With Special Reference to Hotels and Guest Houses Which are not Register with Sri Lankan Tourism in Galle District)
    (Uva Wellassa University of Sri Lanka, 2012) Hendahewa, P.I.D.S.
    Primary objective of this research was a comprehensive analysis To examine the customers perceived service quality in the unregistered hotel industry and whether there is a relationship between Service Quality and customer Satisfaction in hotel industry. and Secondary purpose was to identify the demographic background of the tourist who visit Galle district. to measure service quality & their interrelationship. Understanding guest's actual image on service quality & their satisfaction were the other purpose. 20 unregistered hotels from Galle district & 100 guests were considered as the sample. Primary data from the respondent through the prepared questionnaire, & Secondary data are collected from the internet, research articles, booklets magazines and the relevant institutions. Data was analyzed using a descriptive statistics, Multi Variant analysis method. Using the mean & standard deviation calculations of each variable according to the nine dimensions. Customer perceived service quality and Relationship between service quality & customer satisfaction was identified. Tangibles was the lest value showed dimension and had negative relationship with satisfaction. Others consist with positive relationship. and also suggested to train and develop the staff members to be competitive in more languages as well as in multicultural service behaviors. the room arrangement for different seasons this will increase the perceived service quality and will lead to create more positive experience to the customer. Further empirical research should be done on the multicultural service behaviors and its effects on service encounters.