Research Symposium-2016
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Browsing Research Symposium-2016 by Subject "Banking"
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Item Continuous Professional Development Approach to Enhance the Competencies of Bank Branch Managers through Alternative Delivery Method(Uva Wellassa University of Sri Lanka, 2016) Fernando, K.S.D.Considering the contemporary banking business, role of the typical branch level bank manager provides very significant business results in order to achieve banks pre-defined both financial and non-financial business objectives. In this context the total set of competencies of the branch level bank managers is vital. Therefore, this study has been conducted to find the alternative avenues to deliver the most essential learning and development inputs in an effective way for the purpose of developing the above mentioned professional group in a continuous basis. Recently done empirical study to find whether the branch level bank managers have sufficient learning and development exposure under the scheme of Continuous Professional Development has found that there is absolute 0% continuous professional development exposure among 115 branch level bank managers those who are representing top 5 licensed commercial banks located in the western province of Sri Lanka. In the human resource development point of view this existing situation is not healthy to the banking industry in the long run since the individual firms cannot be able to gain competitive advantages through its human resource development via continuous basis with professional learning approach. Moreover, based on the available literature it has been identified 10 key essential competency enhancement inputs to develop a successful bank branch manager. Therefore the ultimate finding of this study was amalgamate those key competency enhancement inputs also called Professional Bank Managers Competency Enhancement Framework and the E learning method (The alternative learning and development delivery method) to deliver effective self-learning environment to the branch level bank managers to improve their set of competencies in a continuous basis. Field survey with stratified random sampling technique has been applied as a primary data collection method while both quantitative and qualitative techniques have been applied as a data analysis method. All findings, conclusions and recommendations of the study are absolutely based on the analysis. Keywords: Continuous professional development, Human resource development, E learning, bank managers, Competitive advantagesItem Impact of Online Banking Service Quality on Customer Satisfaction(Uva Wellassa University of Sri Lanka, 2016) Madhushani, B.G.T.; Fernando, P.I.N.This study aims to investigate the impact of online banking service quality on customer satisfaction. The different dimensions such as efficiency, reliability, responsiveness, fulfilment and privacy can be identified as determinants of service quality. The research objectives aim to find, the relationship, most influential factor withal relative contribution of each influential factor of online service quality towards customer satisfaction. All online banking users of Badulla district were selected as population of the research. 60 online banking customers of five banks in Badulla, selected as the sample of the research. Multiple regression model and Correlation coefficient analysis were used to analyse the research. Research findings were emphasized that 66% of the total satisfaction is influenced by the five selected service quality dimensions withal findings of the research, Efficiency, Responsiveness, Fulfilment, and Privacy shows positive relationship with Customer Satisfaction. Positive relationship between Reliability Variable and Customer satisfaction is not significant under this study. Banks should pay more attention to improve speed, high security applications for protect customer Privacy. Keywords: Online banking, Service quality, Customer satisfaction.Item Service Differentiation Intention and Firm Performance; with Special Reference to Banking Industry in Sri Lanka(Uva Wellassa University of Sri Lanka, 2016) Sandaruwani, H.B.D.; Fernando, P.I.N.Cost leadership and differentiation are the two generic strategies that business firms exploit to get the competitive advantage in the market. Between these two strategies this study focused on identifying the differentiation intention and its relationship with firm performance of the banking industry in Sri Lanka. There are contradictory ideas regarding the relationship between these two variables among the scholars who conducted their studies attached to this field. Service marketing mix including product, price, place, promotion, people, process and physical environment was taken as the service differentiation indicator. To measure the firm performance, each firm's annual profit before taxes was taken. In order to reach the objectives of the study, all thirty three (33) licensed banks in Sri Lanka were taken as the sample. A specifically designed questionnaire was administered to collect primary data from the managers and for the secondary data annual reports of the selected banks were administered. To analyze the collected data simple and multiple linear regression analysis were exploited. Research findings show that there is a strong positive relationship between service differentiation intention and firm performance. Further, out of the service marketing mix elements people element is the most influential element to the firm performance. Product and physical environment elements have come as second and third elements respectively. Firms intend to harvest the competitive advantage should consider planning and implementing the strategies focusing on all the other elements in the service marketing mix. Almost all the firms have virtually identical products and prices it is worth to follow more customer centric strategies which address the other elements in the service marketing mix. These consumer-focused approaches can improve revenue by attracting new customers and increasing the bank's share of existing customers. Keywords: Differentiation intention, Firm performance, Service marketing mix, Licensed commercial banks