FACTORS INFLUENCING CUSTOMER SATISFACTION OF FUND MANAGEMENT COMPANIES IN SRI LANKA

Abstract

Over the past decades, customer satisfaction has become a powerful factor in determining the survival of businesses. It is clear that the fund management companies in Sri Lanka also now paying close attention to their customer satisfaction. Therefore, this study mainly aims to examine the factors that influence customer satisfaction in fund management companies. The study obtained data through a structured questionnaire to select the sample and 300 customer responses were received under the multistage sampling method.PLS-SEM was used as a data analysis tool and all tests were done using initab-17 and Smart PLS 3 statistical software. The results show that both reliability and responsiveness have a significant influence on customer satisfaction of fund management companies in Sri Lanka. Besides that,convenience and empathy have no significant effect on customer satisfaction in fund management companies. At last, the study concludes that the reliability factor makes a tremendous impact on customer satisfaction of fund management companies rather than other variables. In addition to the results,the study recommended to the government stabilize the financial market for the encouragement of both fund management companies and their customers.