The relationships and processes of determining customer loyalty have been investigated under various contexts with different predictors. Customer/patient experience in healthcare services is considered unique in terms of the nature of the diseases, treatments, and emotions. Despite the fact that the overall patient experience is likely to be influenced by several important interacting agents of the healthcare system, the influence of physicians on patients’ experience is critical. Nevertheless, researches carried out previously appeared to disregard the interacting role of the physician in the customer service experience in the healthcare sector to a greater extent. Therefore, the study aims at investigating how customer experience, behavior of the physician, and customer satisfaction interact to bring about loyalty in customer/patient. Using a survey strategy, data were collected from a conveniently selected sample of 412 encompassing outdoor and in-house patients underwent treatments from hospitals located in the Colombo district. Regression and Hayes’s Process Macro were used as the main technique of analysis. The results confirm that physician behaviour moderates the relationship between customer service experience with hospitals and customer satisfaction. Moreover, customer service experience influences customer loyalty through customer satisfaction. The overall moderator-mediator effect that illustrates customer service experience with the hospital, associated with physician’s behaviour and this influences customer loyalty through customer satisfaction, and the findings show that the impact is significant. Based on the findings, it is recommended to design the service processes in a way to provide a unique experience to the customer/patient. In addition, the usage of formal feedback on physician’s behaviour introspectively is recommended. Further, the limitations and areas to be considered in future research studies are also discussed.

Keywords: Service Experience, Customer Satisfaction, Customer Loyalty, Physician’s Behaviour, Moderator-Mediator Effect

During the past decades, Sri Lanka has been one of the best tourist destinations in the world.  Several books, authors, and websites have recently nominated that Sri Lanka is the best place  to obtain a superior tourist experience. Considering Sri Lankan tourism sector has been  influenced by Covid-19 pandemic situation in advance. Stakeholders of the tourism sector are  struggling to find a new solution for the prevailing situation. At the same time, countries that  are gaining several competitive advantages from the tourism sector have adopted the Smart  tourism city concept. Because it is a timely concept to win this digital era, this study explored  to provide critically review the literature on the Smart tourism city concept and the possibility  of applying this concept into the Sri Lankan context. A rigorous literature review was carried  out by choosing many conceptual and empirical papers mostly published after 2015 in reputed  journals to evaluate the smart tourism cities concept discussed by many authors critically. The  findings of this study provide valuable insights into the stakeholders in the Sri Lankan tourism  sector to implement this concept successfully. Manly, government authorities, owners, and  managers of the tourism sector should engage with digital technologies when providing their  service package. Further, smart tourism cities should consider the main three pillars, namely  human capital, infrastructure, and information. Not only that but also community  collaboration is another critical factor that should pay attention. Further, this study developed  a model that represents the connection between several components of a smart tourism city.

Keywords: Covid 19, Re-build Tourism, Smart Technology, Smart Tourism Cities

The integration of information Technology with the educational process creates smart learning  environments that facilitate student engagement, teaching and learning and evaluation through  physical and virtual classroom settings. The transformation in classroom settings through the  adoption of information and communication technology is generally solicited as a means for  improving the educational outcomes. The transformation of learning space from the traditional  classrooms to smart classrooms is mainly characterized by the infusion of technology into the  pedagogical process of schools. Smart classrooms are expected to address the issues and  demands of present context of education that emerge through the changes in the elements of  education system: students; teachers; curriculum; available resources for the process and, the  social background of the schools. In this context smart classroom were introduced in the  schools in Sri Lanka since 2017. This study examined the design and use of learning space  formulated by interacting axes of domains of smart class rooms: the architectural layout and  ergonomic structure; integration of technology and; appropriate pedagogical methodology in  smart classrooms. A collective case study approach is used to investigate the research  problem. Four schools belonging to 1AB, 1C, Type II and Type III categories were selected  from the Valikamam Education Zone of Jaffna district of Sri Lanka as cases. Interviews,  document study and observation were used to gather the data. The findings from analyses of  cases indicated that the teachers did not perceive much technology enhanced smart learning  space in their smart classrooms, while principals are not fully aware about the key  characteristics of the three-interacting axis of domains in design and use of smart learning  space. The layout and ergonomic structure of smart classrooms is satisfactory except their  interior topology and furniture, which are not conducive for interactive learning. Integration  of technology is very limited with the basic digital devices available only for the use of teacher  while the students are engaged in the lesson only with their exercise books that impedes  student centered learning and interaction with teacher and class through the technological  platform. The pedagogical methodology is not suitable as the teachers still follow traditional  way of teaching without the innovative and creative use of digital devices and the internet. Thus, an effective smart learning space could not be constructed due to defects in the three  axes of domains of the smart classrooms.

Keywords: Smart Classroom, Smart Learning Space, Technology Integration, Transformation in Classroom