http://ir.lib.seu.ac.lk/handle/123456789/237 This is the proceedings of 1st International Symposium held on 19 - 21 April, 2011 at South Eastern University of Sri Lanka Tue, 14 Apr 2026 14:37:38 GMT 2026-04-14T14:37:38Z http://ir.lib.seu.ac.lk/handle/123456789/1142 Title: Content page Tue, 19 Apr 2011 00:00:00 GMT http://ir.lib.seu.ac.lk/handle/123456789/1142 2011-04-19T00:00:00Z http://ir.lib.seu.ac.lk/handle/123456789/1141 Title: Service quality and perceived customer satisfaction of national savings bank in war affected area with special reference to Jaffna district Authors: Saravanabawan, A; Baheerathan, N Abstract: The objective of this study is to examine the relationship between service quality and customer satisfaction in an extreme environment. Correlation and Regression analysis were used to assess data collected from 117 National Savings Bank customers in Jaffna district. Data for the study were gathered by employing well designed questionnaire addressing the SERVQUAL measurement instrument with an overall response rate of 97.5 %. Findings of the study indicated that service quality and customer satisfaction variables are positively correlated significantly, i.e. service quality- customer care, service quality -customer value increases customer satisfaction also increases. Further, the findings of this study revealed that service quality has a greater impact on customer satisfaction; that is service quality -customer value has greater impact on customer satisfaction than service quality- customer care. Analysis of the demographics variables revealed that gender; significantly contributed variations in the level of customer satisfaction. Research implication of this study is that the sample used in this study is specific in nature, it constituted of National savings bank. Thus, the results should be interpreted accordingly. On the basis of these findings, implication of the study was highlighted Tue, 19 Apr 2011 00:00:00 GMT http://ir.lib.seu.ac.lk/handle/123456789/1141 2011-04-19T00:00:00Z http://ir.lib.seu.ac.lk/handle/123456789/1140 Title: Moderating influences on the strategy making and firm performance relationship: a study of small and medium enterprises Authors: Jayathilake, P.M.B Abstract: Over the years, SMEs have gained wide reorganization as a major source of employment, income generation, poverty alleviation and regional development in Sri Lanka. Strategy making in business firms has also been identified as a vital process of coping with rapid changes and stiff competition in the today's business environment. This study aims to examine the nature of strategy making and its relationship with firm performance, and moderating influences on the underline relationship of small and medium enterprises. A sample of ISO small and medium enterprises pertaining to six manufacturing sectors in North Central Province in Sri Lanka provided the data for an empirical test of these issues. Data, collected through the standard questionnaire from owner managers of the selected firms, were analyzed using the descriptive statistical techniques as well as the inferential statistical techniques of correlation, hierarchical regression, ANOVA and chi-square test. The analysis was conducted using SPSS 16 version. The study found that significant and positive influence of strategy making on the firm performance. Results of hierarchical regression show that the relationship between strategy making and performance is moderated by the internal factors such as owner's experience and education level and as well as the external environment conditions. The findings further indicate that the firms whose managers promote strategy making maintain better performance levels than those who do not. Accordingly, strategic making is identified as a mechanism to overcome constraints imposed by limited resources in small firms to take advantage of new opportunities arising from challenging environmental conditions. Tue, 19 Apr 2011 00:00:00 GMT http://ir.lib.seu.ac.lk/handle/123456789/1140 2011-04-19T00:00:00Z http://ir.lib.seu.ac.lk/handle/123456789/1139 Title: Quality control in small and medium brick industry: an application of control chart in divisional secretariat of Addalaichenai Authors: Ismail, M.B.M Abstract: . Purpose: This research attempts to find out quality of bricks (length of bricks) produced in Divisional Secretariat of Addalaichenai. It further tries to identify causes for quality defect to put forward some suggestions for quality corrections. Methodology: Population includes bricks of all the brick manufacturers in Divisional Secretariat of Addalaichenai. Sample is a blend of brick manufacturers and the brick. Sample of brick manufacturers is taken from 2 big players using stratified sampling as a technique. Sample of bricks is taken from Simple Random Sampling. Data are collected using primary data collection method as an approach of participatory observation. Data are analyzed using SPSS. Conclusions and Findings: Mean and the standard deviation of the length of bricks made in Oluvil area are 198. 78 and 0.85534 respectively. Those of in Palamunai area are 200.40 and 1.05422 respectively. Quality of the bricks made in Oluvil has higher caliber than those of Palamunai area. Causes for this variation are found in 5Ms. Research limitation: This research is conducted within the Divisional Secretariat of Addalaichenai which is geographically limited. Managerial implication: Brick manufacturers can concentrate on quality ever by maintaining persistent quality in their brick products. Originality: Application of the control chart information is practiced in Divisional Secretariat of Addalaichenai, Ampara, Eastern Province of Sri Lanka in Small and Medium Brick Industry for the first time. Tue, 19 Apr 2011 00:00:00 GMT http://ir.lib.seu.ac.lk/handle/123456789/1139 2011-04-19T00:00:00Z