Field : Cellular Mobile Service

Service Quality of Cellular Mobile Service Operators in Sri Lanka -A comparative analysis of customer satisfaction

Status : Ongoing

Mobile telephone usage in Sri Lanka is increasing, with around 70% of the population having a mobile. The penetration of mobile phones is around 95.1% (Sept. 2012) in a population of 20.1 million. The largest mobile phone provider is Dialog, with around 7 million subscribers. Mobitel, owned by Sri Lanka Telecom (SLT), is the second largest provider with 4.2 million subscribers. Etisalat has 4 million users. The two smallest providers are Airtel and Hutch, with 2.5 and 0.8 million subscribers, respectively.* ( Sri Lanka has seen a very strong increase in mobile broadband penetration over the past five years with market penetration increasing from 8% in 2012 to 21% in 2017, driven by a rising level of mobile subscribers. However, the mobile broadband market is still at an early stage of development with penetration well below most other developed Asian countries. The proposed research study which compares the quality of the customer service provided by all main players in Cellular Mobile Service Providers (CMSP)   mobile technology namely Dialog Axiata PLC, Mobitel (Pvt.)Ltd,,Etisalat Lanka (Pvt.) Ltd, Hutchison Telecommunications Lanka (Pvt.) Ltd and Bharti Airtel Lanka (Pvt.) Ltd. It will  begins with introduction to Cellular Mobile Service (CMS), the process of providing Cellular Mobile Telecom Service (CMTS) and service quality standards formulated by the Telecommunications Regulatory Commission of Sri Lanka (TRCSL) It is proposed to develop a new scale by modifying the existing SERVQUAL scale by adding three new dimensions namely Network quality, Innovation and Value added services to the existing five dimensions Reliability, Responsiveness, Assurance, Empathy and Tangibility. The three new dimensions will be validated using statistical models.The customer’s expectations towards the cellular mobile services will be also studied in detail. The gap between the customer’s perceptions and expectations will be calculated to find out whether they are satisfied consumers. At the end of the study a comparative analysis will be done to achieve the main objective of the research using Analytical Hierarchy Programming (AHP) model to rank the CMSP on Network quality, Price, Promotion and Physical Evidence.


Field :Care Services for elderly

Elderly Care Management in Japan & Sri Lanka – A Comparative Study

Status : Ongoing

Declines in mortality at younger ages, medical advances, and better health care have resulted in longer life expectancy in both the developing and the developed world. At the same time, birth control has reduced the size of the younger population. These achievements in the 20th century have changed the world’s demographic proportions. These demographic changes also pose as one of the key challenges in social policies and human services in the 21st century. With decreasing mortality and increased life expectancy, the ageing population in Asia is without a protective umbrella. In Asia, 5% of the total population is considered aged–between 65 and 70 years old–and nearly 80% of the aged in developing countries is at risk of losing their homes, or dying of starvation due to uncovered medical risks.According to the World Population Prospects report published by United Nations last year, the over-65s comprised about 5% of population in “less developed regions” compared to 13.2% elsewhere. As can be expected, the highest percentages of aged in Asia belonged to the most industrialized countries such as Japan (15%), Hong Kong (9.6%), and Singapore (7.0%) while the emographic giant, China, had 6.8%. The other Asian giant, India, was believed to have a smaller figure of 4.8%, but this can be attributed to higher mortality rates.Myanmar, North Korea, Indonesia, Malaysia, Mongolia, the Philippines, Thailand and Vietnam ranged between 4% and 5%, while Sri Lanka and South Korea had ratios of 5.9% and 6.5% respectively. One of the lowest was Afghanistan with only 2.5%, a stark indication of the consequences of civil war. By 2025, at least seven Asian countries (China, Hong Kong, Japan, Malaysia, South Korea, Singapore and Sri Lanka) will have 10% or more of their populations above 65 years old.Therefore support services for elderly care should be studied due to following reasons. Firstly, ageing is a mainstream development issue in South and Southeast Asia. Secondly, to compare and contrast the initiatives taken to answer ageing in Japan and Sri Lanka. Thirdly, ageing influence the structural changes of the economies and may demand a greater share of expenditure from the respective governments. Fourthly, to find the gaps in elderly support services in both countries and make recommendations for further study. Finally, to sensitizing people who involves policy and decision making in Japan and Sri Lanka.


Field : Climate Change Adaptation

Challenges & Issues in Climate Change  -“How vulnerable Sri Lanka as a small island country”

Status : Ongoing

Sri Lanka has a tropical climate because of its location between 6 and 10 degrees north of equator. The island is exposed to moisture-laden winds from the southwest and the north –east but despite this favorable position, Sri Lanka has extensive areas of water deficit. A greater part of the country at times experiences dry spells extending over several months in recent years due to changes in climatic conditions.  Sri Lanka suffers almost annually from droughts and floods. Cyclones and landslides are problems directly related to water resources. Sri Lanka is a country which has an average annual rainfall of more than 2000 mm. However the problem is the rainfall variability in Sri Lanka is second highest among Asia-pacific countries. The country is finding it increasing difficult to supply water to the growing urban centers. Sri Lanka’s biggest challenge is to make use of high seasonal rainfall which even in the dry zone stand at 1000 mm and its extensive resource of inland water bodies. This research project will look into the nature and extent of Sri Lanka’s changing climate situation as a small island and what we have learned from global  climate variability and  changes as a  small island country


Field : Women’s Studies

Gender and Power Politics- “A case study on Women & Grass root Democracy in Sri Lanka”

Status : Completed

Sri Lanka is one of the most backward democratic countries in the world when it comes to providing the opportunities for women to participate in local government. There are only 77 women elected out of the 3902 members local Councils. The fact that women, who make up 52 per cent of the population of the island, represent  only 1.97 per cent of overall local government in stark contrast to the rest of South Asia. In neighboring India and Pakistan, females represent 33 per cent of local government; in Bangladesh 30 per cent of local government representatives are women while the figure for Nepal is 20 per cent. The paradoxical situation is that Sri Lanka has the Asia’s best statistics for women in many areas such as literacy, health, life expectancy and women have held the highest political status as President and the Prime Ministers. Sri Lanka is the first country in the whole of Asian region to win political rights and women had the right to vote 70 years ago. In addition, the breakdown of law and order, the rise in crime and violence during the election periods, corruption, and the flagrant abuse and misuse of political power for personal advantage all contribute to make Sri Lanka one of the  world’s most violent and undemocratic place for women to engage in politics. Initiatives taken by political parties, NGOs, women’s associations and other civil society organizations to increase women’s participation in local elections and for educating women voters have been marginal so far. However, in all types of elections polling has been high in and the turn out of female and male voters has been almost the same. Thus a need for special efforts to increase the participation of women in voting itself does not seem to exist.  Almost all political parties in the country have their women’s wings and the membership is given a basic political education by the party. But these programs do not aim particularly to increase women’s participation in local elections. A few women NGO’s, in some parts  the country have launched program to increase female participation in all aspects of political activity and have also taken up issues such as prevention of violence at elections.