Browsing by Author "Weerasinghe, K.A.P.G."

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    The Impact of Service Quality Dimensions Towards Customer Satisfaction (With Special Reference to Five Star Hotels in Sri Lanka)
    (Uva Wellassa University of Sri Lanka, 2014) Weerasinghe, K.A.P.G.
    With the intense development of hospitality and tourism industry in Sri Lankan context, the services providers offer better services that attracts and retain the customers in a situation the industry is more competitive in global context. In addition, customers are more prone to select options of consumption and changing the trends of travelling and tourism. Competitive alternatives are provided by many service providers that are more attractive and enhance the industry competiveness. In order to stay competitive, Sri Lankan tourism industry has to be more admirable by offering better service quality. The objective of the study is to find the relationship between service quality dimensions and customer satisfaction, identify the impact of each factor to the customer satisfaction and identify the most and least important factor which influences to the customer satisfaction with reference to five star hotels in Sri Lanka. Sample consists of foreign tourists that have stayed in Sri Lankan five star hotels and 80 respondents have been interviewed by using a structured questionnaire. The SERVQUAL model has been used to measure the service quality, dimensions as Tangibility, Reliability, Responsiveness, Empathy and Assurance. Descriptive statistics has implied existing level of service quality and correlation coefficient analysis has exposed strong positive relationship between service quality dimensions and customer satisfaction. In addition multiple linear regression analysis has confirmed the impact of service quality dimensions towards customers' satisfaction by 61.1% coefficient determination. The result suggests the highly positive relationship of service quality and customer satisfaction and Tangibles and Responsiveness has been identified as the key drivers which influence on customer satisfaction. The collaborative effort of both government and private sector should be needed by tourism industry to formulate comprehensive policies and criteria for tourism development. Furthermore government slitould make suitable arrangements to develop the ,:infrastructure facilities, improve knowledge, tills and technology while reducing the legal back draws. In addition, hotel and restaurant industry has to engage global trends and modified technologies to expand the potential market and to reach the new markets.
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    The impact of service quality on customer satisfaction, with special reference to five star hotels in Sri Lanka
    (Uva Wellassa University of Sri Lanka, 2015) Weerasinghe, K.A.P.G.; Fernando, P.I.N.
    The business environment has been challenged by satisfying customers that become a major business asset and a competitive edge for various companies in the current scenario. Service organizations are considering much on quality of the service as a major tool to obtain satisfied customers (Chingang et al., 2010). Service industries are aligning with the quality of the service that derives the success of any organization (Berry et al., 1994). With the booming of the hotels and restaurants industry, it is become a major industry that adds value to the domestic economy significantly. Hence the quality of service has major influence on visitors’ satisfaction, hospitality and tourism industry has considered much on providing better service to customers that remain the prospective customers and attract new customer groups. Service quality and its antecedents were significantly correlated with customer satisfaction and frequency of patronage (Chow et al., 2007) while service quality has become a key performance indicator that customer demands and expectations could be sharply increased and changed in hotels and restaurant industry (Karunaratne and Jayawardena, 2010). Scholars have explored the importance of service quality in hospitality and tourism industry. It has been discussed, the service quality is a crucial factor that can add value and lead to customer loyalty (Lee et al., 2003). Humnekar and Phadtare, (2011) have examined service quality toward customer satisfaction by using SERVQUAL model that has explored that there is a path from service quality towards customer satisfaction. Further, studies have revealed that high levels of service quality could not have ensured high satisfaction where the service quality does not matched with perceived value of customers, it has negative effect on customer loyalty and satisfaction (Rousan et al, 2010). The study of literature has been identified the significance of the relationship between Service Quality and Customer Satisfaction. Further the literature proves that the main influential factors of Service Quality to Customer Satisfaction differ from industry to industry. It also suggests that even in the same industry, these factors can differ from country to country. Many researches have used fivefold SERVQUAL dimensions to measure the service quality, which is developed by Parasuraman et al., (1988). This is the widely accepted method that determines the customers’ base assessment of service quality depends on five dimensions, tangibles, reliability, responsiveness, assurance, and empathy which included 22 item scales to analyze the quality of the service. Accordingly, the problems derived from literature justification, the primary objective was to determine the impact of service quality dimensions on customer satisfaction. The secondary objectives were to recognize the most important service quality dimensions that effects on customer satisfaction and to ascertain the relationship between service quality dimensions and customer satisfaction. Methodology The population of this research was foreign visitors who visit selected five star hotels registered under the Sri Lanka Tourism development Board (SLTDA). In order to conduct this study, the sample was selected by simple random sampling method. The pre-determined sample size of 80 foreign visitors was selected by proportionate allocation according to the regional distribution of five star hotels in Sri Lanka. Self-administered five point Likert scale questionnaire was used to collect information from selected sample. Both descriptive and inferential techniques were used to analyze data. Descriptive statistics were used to discover and summarize the attributed of the sample. Furthermore, correlation coefficient analysis was used to measure the degree of linear association between two variables. Multiple regression analysis was used to combine contribution of each parts of the independent variable. Results and Discussion According to descriptive analysis, “mean” of five input variables fall under the range of 1