Volume 5 Issue 2

Abstract This study was conducted to investigate the major determinants of customer loyalty and to
develop an integrated model of customer loyalty in the context of the mobile phone
telecommunications service industry. Accordingly, the degree of the impact of the determinants
on customer loyalty and the mediating role of customer satisfaction were evaluated. Mobile
phone subscribers were selected as the unit of analysis for the study. A structured questionnaire
was administered, and data were collected from 755 mobile phone subscribers. A Structural
Equation Model was used to test the hypotheses of the study. The study revealed that customer
satisfaction, perceived value, and switching costs significantly affect customer loyalty.
Moreover, customer satisfaction plays a critical role as a mediator, and it fully mediates the
relationship between service quality and customer loyalty, and corporate image and customer
loyalty in the context of the mobile phone telecommunications industry. The results of the study
are decisive, and the empirical findings can be useful for service providers to identify the major
determinants of customer loyalty in the context of mobile phone telecommunications service
and understanding the extent to which their subscribers are loyal.

Keywords: Corporate Image, Customer Loyalty, Customer Satisfaction, Perceived Value,
Service Quality, Switching Costs, Mobile Phone Telecommunications Services

Abstract This study explores the remaining obstacles to openness to LGBTIQ+ inclusion within a local
organisational context (Pride-H) in which LGBTIQ+ inclusivity is formalized through
LGBTIQ+ inclusive policy and practices. By delving into the complexities of achieving genuine
workplace diversity and equality, the study sheds light on the obstacles that impede the
organisation’s efforts in promoting LGBTIQ+ acceptance. The qualitative research methods
employed, particularly semi-structured in-depth interviews, enrich the study by capturing the
nuanced experiences of individuals within Pride-H. The identified barriers encompass a range
of challenges, including the exclusion of LGBTIQ+ individuals in personal spaces, the
difficulties faced by closeted individuals, stakeholder reluctance, microaggressions, and the risks
associated with stereotyping and unconscious biases. These barriers are not unique to Pride-H
but reflect broader challenges encountered by organisations globally in their quest for true
inclusivity. The study concludes by advocating for proactive measures by Pride-H to address
these issues, positioning the organisation as a model for others seeking to champion equality and
diversity. The study calls for a harassment-free and non-discriminatory workplace and
underscores the need for comprehensive efforts in reshaping organisational culture and attitudes,
beyond mere policy implementation.
Keywords: Diversity, Equality, Exclusion, Inclusion, LGBTIQ+, Microaggression, Non
discrimination, Obstacles, Organisation, Policy, Practice, Workplace

Abstract The financial vulnerability of Micro, Small and Medium scale Enterprises (MSMEs) in Sri
Lanka threatens both organizational survival and community livelihoods, particularly within the
post-conflict socio-economic landscape of the Northern Province. Grounded in Resource-Based
Theory (RBT) and the Knowledge Based View (KBV), this study investigates the influence of
financial literacy on debt traps, which are operationalized as over-indebtedness of firms, where
new credit is utilized primarily to service existing debt. While existing studies examine financial
literacy in isolation, this study addresses a critical gap by examining the mediating role of
financial decision making. Data was collected from MSMEs operating in manufacturing and
industry, trading, and service sectors in the five districts of Northern Province, using a structured
survey, with a sample 400 which was determined through statistical power analysis to ensure
adequate sensitivity for complex modeling. A multidimensional Financial Literacy Index (FLI)
was computed, revealing competency levels between 25% and 32% based on aggregated scores
of financial knowledge, behavior, and attitude was below the average rate in Sri Lanka (57.9%
in 2021). Analysis using Partial Least Squares Structural Equation Modeling (PLS-SEM) reveals
that financial literacy serves as a vital internal resource that exerts a significant negative direct
effect on MSME debt trap. Furthermore, financial decision-making acts as a significant partial
mediator; the findings demonstrate that the total effect of financial literacy on debt traps is
achieved through both cognitive knowledge and the optimization of behavioral choices. The
findings of the study provide constructive awareness for policymakers and financial institutions
in Sri Lanka to design targeted financial literacy programs that cater to the specific needs of
MSME owners.

Keywords: Financial Literacy Index, Debt Trap, Financial Decision Making, MSMEs, PLS
SEM, Resource-Based Theory

Abstract Most small and medium-sized enterprise (SME) rice millers have experienced performance
issues related to their conduct, threatening the sustainability of the industry. These issues appear
to stem from uncertainty, even though their investments are asset specific. This study, therefore,
assessed the moderating effects of asset specificity and uncertainty on the relationships among
Structure, Conduct, and Performance (SCP) in SME rice mills. A questionnaire survey was
conducted among 125 SME rice mills in the main paddy-producing districts of Sri Lanka. The
analysis was carried out using SmartPLS 4 software. The results confirmed a significant negative
moderating effect of uncertainty on the relationship between conduct and performance (β =
0.387, t = 3.010, p < 0.003). This indicates that the presence of uncertainty significantly weakens
the impact of conduct on performance. In contrast, the results did not show such an effect on the
relationship between structure and conduct. Furthermore, asset specificity did not moderate the
relationships between either structure and conduct or conduct and performance. In addition, the
study found that conduct did not mediate the relationship between structure and performance.
The findings suggest policies and strategies to minimise the impact of uncertainty in achieving
sustainable positive performance outcomes. Future research is recommended to explore
strategies to mitigate these moderating factors and enhance performance. The incorporation of
asset specificity and uncertainty into the SCP framework represents the novelty of this study.

Keywords: Asset Specificity; Small and Medium Enterprise Rice Millers; Structure Conduct
and Performance Framework; Uncertainty.