Browsing by Author "Kaninarathne, A.C.I.D."
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Item Impact of Web Quality on Customer Satisfaction and Purchase Intention (special reference to Sri Lankan travel agents)(Uva Wellassa University of Sri Lanka, 2018) Dissanayake, S.D.D.P.S.; Kaninarathne, A.C.I.D.; Fernando, P.I.N.The purpose of this research was to test whether the quality of the travel agent websites influences on purchase intention by increasing customer satisfaction. Even though the previous researches have proven the relationship between customer satisfaction and consumer behavior on purchases in the hotel industry, in Sri Lankan context, the online platforms created by the travel industry are still underestimated. Hence, this study has tried to measure the mediator effect of customer satisfaction. A questionnaire was used to collect data from a sample of 204 conveniently selected respondents for the study from conveniently selected travel destinations in Sri Lanka. The primary objective of this study was to determine the impact of Travel Agents' website quality on purchase intention by increasing consumer satisfaction. Then the researcher tested each individual quality dimension's effect on the overall quality and how the overall website quality effect on both customer satisfaction and purchase intention. A revised conceptual framework was used and the researcher defined the paths to carry out a Sobel Test to assess the mediator effect of customer satisfaction. The researchers' analyses lead to the conclusion that customer satisfaction acts as a mediator of the effect of overall website's quality on purchase intention. Based on the results, the researcher suggested the managers in developing a more human-friendly interface on online travel and booking platforms. To increase the sale-ability of online tourism products, the researcher recommended increasing the dimensions of website quality and human-computer interaction theories. Hence, this research results conclude the importance of the online customer's satisfaction and how it could be advanced for an end result of a repeat and satisfied travel product purchaser.Item The Study on Impact of Service Quality on Guest Loyalty in Hotel Industry: (with special reference to five star hotels in Kandy district)(Uva Wellassa University of Sri Lanka, 2018) Marasinghe, M.M.G.K.; Kaninarathne, A.C.I.D.; Sutha, J.Sri Lankan tourism industry is rapidly growing at present. Therefore tourism was able to upgrade its rank to the third among the important sources of Foreign Exchange Earner of the national economy. Within that, the hotel sector mainly contribute to the GDP of the country. In this context, this study investigated the impact of service quality on guests' loyalty in hotel industry with special reference to five star hotels in Kandy District. The researcher selected all the three five star hotels in Kandy District and collected data from 120 guests who visited those three five star hotels using convenience sampling method and questionnaire is used as the data collecting technique. The SERVQUAL model has been used to measure the service quality as it proved as a best yardstick to measure it. Descriptive statistics, correlation and regression analysis were used to analyse the data with the support of SPSS 21.0. Existing level of service quality and guests' loyalty is in agreed level according to the descriptive statistics. According to the correlation analysis, there is a positive relationship between all service quality dimensions and guests' loyalty in hotel industry. In addition to that multiple linear regression analysis confirmed the positive impact of service quality towards guests' loyalty. Since the study found that service quality is a key driver of guests' loyalty in hotel industry, study provides recommendations and suggestions for practical implementation in hotel management based on research findings. It suggests that empathy, tangibility and reliability of a service are key consideration as these factors strongly influence on guests' loyalty according to the analytical results. Hoteliers should improve the service based on these factors and its indicators to enhance their loyal customer base since it affect to the profitability of the hotel. The quality service is mainly affect to the guests’ loyalty.