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M. S. Ishar Ali
Department of Business and Management Studies, Trincomalee Campus, Eastern University, Sri Lanka
Economics, Econometrics & Finance

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E-Service Quality and Customer Satisfaction: With Reference to Atm Services of State Banks in Sri Lanka M. S. Ishar Ali; J. Resi Tony; V. Anputhasan
International Journal on Economics, Finance and Sustainable Development Vol. 4 No. 6 (2022): IJEFSD
Publisher : Research Parks Publishers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31149/ijefsd.v4i6.3149

Abstract

The purpose of this article is to investigate the quality of e-services and customer satisfaction in relation to ATM banking services, using theoretical foundations as a basis for investigation. The relationship between e-service quality and customer perception has received less attention from researchers, despite the fact that researchers have become increasingly interested in e-services' quality dimensions. There is a clear need for research into both the quality dimensions of e-services and the customer satisfaction dimensions that are relevant in the service context. In this article, quantitative analysis and data from respondents were used in conjunction with a convenient sampling technique. The study discovered that reliability, responsiveness, efficiency, privacy, empathy, and efficiency are all significant factors influencing customer satisfaction when using ATM banking services. As a result, the study concluded that reliability, responsiveness, efficiency, privacy, empathy, and efficiency are all significant factors influencing customer satisfaction when using ATM banking services.
Media Advertisement: Does it Really Influence the Purchase Intention? Mubarak Kaldeen; M. S. Ishar Ali
International Journal on Economics, Finance and Sustainable Development Vol. 4 No. 8 (2022): IJEFSD
Publisher : Research Parks Publishers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31149/ijefsd.v4i8.3415

Abstract

Marketers use a variety of information channels to sway consumer behavior. Every advertisement using different media has a unique mix that engages consumers in a unique way. Consumer media habits have shifted as a result of digitalization. As a result, a better understanding of advertisements on various media platforms and their implications for CB is required. The goal of this study is to check how advertisements affects consumer purchase intentions in the Sri Lankan smart phone market. It reflects how people react to different types of advertisements. The study employed the survey method, with data collected from 250 participants. The data was analyzed using statistical tools such as Cronbach's alpha, correlation, and regression tests. According to the R Square value, media advertisements accounts for 34% increase in purchase intention. Radio commercials, billboard advertisements, and newspaper advertisements, on the other hand, all have a negative impact. The purchase intention of Smart phone is positively influenced by TV, online and social media advertisements. Marketers must use social media to promote their devices. Marketing managers can learn from this study and engage in suitable media to achieve the objectivity of their commercial advertisements.
Co-Authors J. Resi Tony Mubarak Kaldeen V. Anputhasan