Browsing by Author "Rohan, D.N.N."

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    Customer Orientation and Firm Performance with Reference to Licensed Commercial Banks in Galle District: Proposals for Improvements
    (Uva Wellassa University of Srilanka, 2011) Sandaruwan, S.D.S.P.; Rohan, D.N.N.
    Note: See the PDF Version Most markets are moving towards a more market and customer oriented approach as customers have become more knowledgeable and required more variety and better quality of the products. Accordingly, customer orientation is the set of beliefs that puts the customer's interest first, while not excluding those of all other stakeholders such as owners, managers, employees in order develop a long term profitable enterprise (Deshpande et at., 1993). Tailor (2007), illustrates that marketing is not about providing products and services, it is essentially about providing changing benefits to the changing needs and demands of customers. The financial system in Sri Lanka is one of the rapidly booming sectors in the economy. It is comprised with different aspects and different financial institutions. Banking industry is playing a vital role in the Sri Lankan financial system and the foremost division within the banking industry is Licensed Commercial Banks (LCBs) (Central Bank, Sri Lanka, 2009). LCBs is the single most important category of the financial institutions in the banking sector in terms of asset base and the magnitude of services provided. However, in case of facing the huge competition within the industry, the companies have been introducing new systems and innovative approaches to attract customers. In case of providing the services to the customers, the service should be offered in such a way that it is fast, efficient and friendly. The company should be able to identify the customer needs and wants clearly and fulfill them satisfactorily at the right time. Companies should be able to build up healthy relationships with their customers by being customer oriented and this has become an essential matter of conducting the business today. Accordingly, in the modern business environment, customer is considered as the king and therefore customer orientation in business practices has been a dominant strategy in the business field. This has been identified as a major tool in the modern context of business so as to beat the competition. With such a background, the major objective of this study was to examine the relationship between customer orientation and firm performance in LCBs Sector. In addition, the second objective was to demonstrate the strategies that can be used by LCBs sector to improve the firm performances through customer orientation.
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    Effects of Service Quality on Customer Satisfaction in Rail Transportation System in Sri Lanka
    (Uva Wellassa University of Sri Lanka, 2013) Perera, H.K.D.P.K.; Rohan, D.N.N.
    In today's competitive market scenario, organizations have well understood the importance of building and managing the relationship effectively with its customers. For building and maintaining a healthy relationship with the customer, organizations need to understand and meet the expectations of their customer. Further, in the business world satisfaction plays major role. Satisfaction from service quality is usually evaluated in terms of technical quality and functional quality (Gronroos, 1984). Usually, customers do not have much information about the technical aspects of a service; therefore, functional quality becomes the major factor from which to form perceptions of service quality (Donabedian, 1980, 1982). Service quality may be defined as customer perception of how well a service meets or exceeds their expectations (Czepiel, 1990). Sri Lanka is one of the most wonderful tourist destinations in the world and after the civil war tourism has become a fast emerging sector in the Sri Lankan economy. Thus, the development of the tourism industry directly influences the economic development of the country. In 2010 immediately after the end of the war, Sri Lanka had a growth of 46% in tourist arrivals.Moreover, transportation is the key player of the tourism industry. In this context the current study investigated the relationship between service quality and customer satisfaction and identified the existing situation of service quality factors on customer satisfaction of railway transportation in Sri Lanka. The sample of the research is 60 foreign tourists who traveled via Colombo-Badulla rail track in Expo rail and Rajadani Express coaches. Further, they are the recently launched coaches which introduced the public, private partnership to the Sri Lankan rail way system. In addition, the sample was selected by employing the convenience sampling technique. Questionnaire based direct interview method was used to collect data from the selected sample. 30 questions were prepared on the basis of service quality factors and tourist satisfaction and 03 questions were prepared on the basis of tourists demographic factors. Descriptive statistical techniques were used to discover and summarize the attributes of the sample. Furthermore, correlation coefficient analysis was used to measure the degree of linear association between two variables. Multiple regressions analysis was also used to combine the contribution of each part of the independent variable.
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    The Impact of Information System towards the Financial Performance of Government Banking Sector (With reference to Uva Development Bank)
    (Uva Wellassa University of Sri Lanka, 2010) Herath, H.M.J.D.B.; Rohan, D.N.N.
    The primary purpose of this research was to identify the impact of information strategy in banking sector with reference to Uva development bank. The study aimed at testing a model to examine the effect of Information Strategy (IS) to the Financial Performance (FP) in the Uva Development Banks by using 10 branches. The study presents an analytical discussion and empirical *evidence of the relationship between information technology investment and FP. Data were collected by primary and secondary sources. Empirical evidence show that IS is having indirect, strong positive relationship with FP through organizational performances (OP). Further, the study reveals that organizational performances are highly depending on information strategy practices with service leadership. The study concludes that IS does not only affect financial performances but also other organizational practices such as increase service quality and offer fast and memorable service to customers. Key Words: Information strategy, Financial Performance, Information Technology, Organizational Performances, Service Leadership, Information strategy practices
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    Impact of Marketing Strategies on Customer Satisfaction in Mobile Telecommunication Sector: A study with special reference to Badulla region
    (Uva Wellassa University of Sri Lanka, 2010) Priyanthi, H.J.; Rohan, D.N.N.
    The Telecommunication Sector in Sri Lanka is under rapid changes with the increasing of telecommunication operators and their changing strategical perspectives to capture the biggest portion of the market. The scope of their strategies spread from the beating the competitors severely to offering higher value added products and services to the customers. Hence they should highly concentrate on well designing the marketing strategies since they consider customer satisfaction is a fundamental marketing construct. The objective of this study was to identify the relationship between the marketing strategies and customer satisfaction in mobile telecommunication sector in Badulla region. A structured questionnaire was administered to two hundred users and the direct interviews were carried out with every branch manager for the purpose of identifying the existing strategies among mobile telecommunication sector. Both quantitative and qualitative techniques were used to analyze the data. The results indicated a strong positive relationship between the marketing strategies and customer satisfaction. The study concluded that the service providers in Badulla region should highly focus the marketing strategies in order to acquire new customers and to retain the existing customers. Key words: Marketing strategies, Customer satisfaction
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    Study on Implementation of Enterprise Resource Planning System in a Change Management Context: Evidence from Diversified Multinational Companies Listed in Colombo Stock Exchange
    (Uva Wellassa University of Srilanka, 2011) Athauda, A.W.M.B.B.; Rohan, D.N.N.
    Note: See the PDF Version Change has turned into an unending event in businesses while Enterprise Resource Planning (ERP) software system integrates key business and management processes within and beyond a firm's boundary. An ERP system is defined as configurable information system packages that integrate information and information based processes within and across functional areas in an organization (Kumar et al., 2000). ERP was the major success story of the 1990's (Beekhuyzen et al., 2002), and Davenport (2000) suggested that enterprise systems represent one of the most important information technology categories to emerge in the last decade whereas implementing an ERP system was challenging task for both developing and developed countries. Implementing ERP for many organizations is the largest project they have ever undertaken entailing the largest potential benefits and possibly the largest potential risks (Chang at al., 2002, Gable at al., 1998). As a consequence of that, the importance of ERP system has enhanced dramatically and it has been able to grab the management attention significantly. Thus, the primary objective of this research study is to identify the relationship between Change Management and ERP implementation and as the secondary objective to determine the success factors which help the successful ERP implementation.