Browsing by Author "Rathnayaka, B.R.M.G.M."

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    Does “SERVEQUAL” Model Impact on Food and Beverage Service Quality in Customer Retention during COVID 19 New Normal? ; A Study Reference to Family Restaurants in Western Province, Sri Lanka
    (Uva Wellassa University of Sri Lanka, 2021) Perera, L.A.P.C.; Rathnayaka, B.R.M.G.M.
    The service quality is considered to be a critical factor in contemporary and changing Hospitality and Tourism industry. COVID 19 New Normal has created an exceptional paradigm in the recent tourism, creating a detrimental effect on the restaurant industry. Immediate recovery of the tourism during “dramatical” New Normal needs to possess the service quality excellence at its highest to regain the customer retention in the food and beverage sector. In consonance with that, this study aims to identify whether “SERVEQUAL” model impact on food and beverage service quality in customer retention during new normal COVID 19 in family restaurants in Western Province, Sri Lanka. A questionnaire based telephone Interview series was conducted by selecting 50 family restaurants in the Western Province as the sample through judgemental sampling technique. After the comprehensive literature review, the study decided to adopt the deductive approach over quantitative design. Initially, a multiple regression analysis was performed to diagnose the impact of SERVEQUAL dimensions: Reliability, Assurance, Tangibility, Empathy and Responsiveness on the customer retention. The results disclosed that, there is a strong direct and significant impact of SERVEQUAL on Customer retention for family restaurants, especially during New Normal. Further, empathy and assurance of service quality of food and beverage were highlighted as the most apprehensive and decisive influences on customers‟ retention during New Normal. Advancement in the smart electronic service practices and changes in the behavior, attitudes and hygienic appearance of service staff need to be aggrandized in order to retain customers with family restaurants during new normal. Moreover, studies on the moderating effect of customer satisfaction for SERVEQUAL model in retaining customers in food and beverage industry can be carried out. Keywords: SERVEQUAL Model; Service Quality; New Normal; Customer Retention; Food and Beverage
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    A Study on the Relationship between Destination Attributes and Tourist Satisfaction Mediated by Memorable Tourist Experience Empirical Evidences from Drive Tourists in Sri Lanka
    (Uva Wellassa University of Sri Lanka, 2015) Rathnayaka, B.R.M.G.M.
    Drive tourism is a new trend that emerged in recent past. It is one of the emerging concept in modern Sri Lankan tourism context too. Travelling allows people to discover the world and witness the beauty in the difference areas. Since Drive tourism is new concept very less no of researches have been published .In consonance with that, this study focused on investigating the relationship between Destinations Attributes and Tourist Satisfaction mediated by Memorable Tourist Experience: Empirical evidences from drive tourists in Sri Lanka. A questionnaire based survey was conducted around Ella, Mirissa and Negombo areas of Sri Lanka and 120 respondents were collected employing purposive sampling technique. Pearson Correlation Analysis was carried out in order to identify the relationship between destination attributes and satisfaction of drive tourist, identify the relationship between Destination Attributes and MTE and finally Baron and Kenny approach and Sobel Test was applied to identify the mediating relationship of MTE between destination attributes and satisfaction of drive tourists. The results revealed that the relationship between destination attributes and satisfaction of Drive tourists are partially mediated by the MTE. In order to offer the drive tourists with MTE, facilities addressing specially drive tourists such as accommodations with ample parking spaces, fuel refilling centers and money exchange should be improved further to the standard scale. Key words: - Drive Tourism, MTE, Destination Attributes, Drive Tourist Satisfaction.
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    A Study on the Relationship between Destination Attributes and Tourist Satisfaction Mediated by Memorable Tourist Experience Empirical Evidences from Drive Tourists in Sri Lanka
    (Uva Wellassa University of Sri Lanka, 2020) Rathnayaka, B.R.M.G.M.; Kulathilaka, C.J.P.; Ranaweera, R.A.A.K.
    Drive tourism is a new trend that emerged in the recent past. It is one of the emerging concepts in the modern Sri Lankan tourism context. Since drive tourism is a new concept, a limited number of researches has been published. This study focused on investigating the relationship between destinations attributes and tourist satisfaction mediated by memorable tourist experience: empirical evidences from drive tourists in Sri Lanka. A questionnaire-based survey was conducted around Ella, Mirissa, and Negombo areas of Sri Lanka and 120 respondents were collected employing a purposive sampling technique. Pearson correlation analysis was carried out to identify the relationship between destination attributes and satisfaction of drive tourist and the relationship between destination attributes and memorable tourist experience and finally Baron and Kenny approach and Sobel test was applied to identify the mediating relationship of memorable tourist experience between destination attributes and satisfaction of drive tourists. The results revealed that the relationship between destination attributes and satisfaction of drive tourists were partially mediated by the memorable tourist experience. A significant strong positive relationship was found between destination attributes and satisfaction of rive tourists while strong positive relationships between destination attributes and memorable tourist experience. To offer the drive tourists with memorable tourist experience, facilities addressing especially drive tourists such as accommodations with ample parking spaces, fuel refilling centers, and money exchange should be improved further to the standard scale. Keywords: Drive tourism, Memorable tourist experience, Destination attributes, Drive tourist satisfaction