Title: Gamified Human Resource Training

– A Review of the Sri Lankan Service

Sector

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Abstract:

This review article delves into the landscape of gamified human resource (HR) training
within the service sector of Sri Lanka, focusing on key industries such as wholesale and retail
services, transportation, telecommunications services, tourism and restaurants, banking and
finance, and insurance services. Drawing insights from 20 years of annual reports from the
Central Bank of Sri Lanka (2000-2020), this comprehensive analysis aims to address two
central questions: Q1 - To identify the extent of gamification in HR training in the service
sector, and Q2 - To examine the effect of gamification on HR training in the service sector.

Table of Contents
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1. Introduction.................................................................................................................................4
1.1. The Development of HR Education:....................................................................................4
1.2. The Importance of Human Resources Education in the Service Industry:......................4
1.3. Choosing the Sri Lankan Service Industries:.....................................................................5
1.4. A Source of Insight: The Central Bank Reports:................................................................5
1.5. Purpose and Goals of the Research:....................................................................................5
1.6 Conceptual Framework.........................................................................................................6
1.7. Overview Structure:.............................................................................................................8
2. Literature Review: Gamified Human Resource Training in the Service Sector.....................9
2.1 Gamification's Development in HR Education:..................................................................9
2.2 The Effects of HR Gamification:..........................................................................................9
2.3 Interactive HR Education for Service Sectors:..................................................................10
2.4 Obstacles and Deficits:........................................................................................................11
2.5 Synthesis and Upcoming Projects:......................................................................................11
3. Gamified Human Resource Training in Different Service Sectors in Sri Lanka..................12
3.1 Wholesale and Retail Services: A Gamified HR Training Perspective in Sri Lanka's
Service Sector.............................................................................................................................12
4.2 Transportation in the Service Sector of Sri Lanka: An Odyssey of Gamified HR
Training......................................................................................................................................15
3.3 Telecom Services in Sri Lanka's Service Sector: An Odyssey of Gamified HR Training
.....................................................................................................................................................19
4.4 A Gamified HR Training Odyssey: The Tourism and Restaurant Industry in Sri
Lanka's Service Sector..............................................................................................................23
3.5 Finance and Banking in Sri Lanka's Service Sector: A Gamified HR Training Odyssey
.....................................................................................................................................................27
4.6 Insurance Services in the Sri Lankan Service Sector: A Gamified HR Training Odyssey
.....................................................................................................................................................32
5. Cross-Sectoral Analysis of Gamified HR Training in Sri Lanka's Service Sector................34
5.1. Rise of Gamified HR Training:..........................................................................................35
5.2. Sector-Specific Needs Alignment:......................................................................................35
5.3. Employee Engagement: A Common Denominator...........................................................35
5.4. Technological Integration:..................................................................................................36
5.5. Implementation Challenges:..............................................................................................36
5.6. Impact on KPIs:..................................................................................................................36
5.7. Training Strategy Evolution:.............................................................................................36
6. Conclusion and Future Recommendations: Navigating the Sri Lankan Service Sector's
Gamified HR Training Frontier...................................................................................................39
References......................................................................................................................................41

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1. Introduction

The introduction of gamification stands out as a revolutionary and captivating strategy in the
modern landscape of Human Resource (HR) training, providing a dynamic substitute for
conventional training approaches. The incorporation of gamified HR training approaches is a
compelling case study for the Sri Lankan service industry, as industries worldwide struggle to
adapt to a fast changing business environment. This analysis sets off on a two-decade journey,
gleaned from yearly reports that the Central Bank of Sri Lanka (2000-2020) has carefully
selected. This review aims to provide insight into the extent of gamification implementation
and its impact on HR training within Sri Lankan service industries by concentrating on six
key sectors: wholesale and retail services, transport, telecommunications services, tourism
and restaurants, banking and finance, and insurance services.

1.1. The Development of HR Education:

The landscape of human resources (HR) education has changed dramatically over time,
reflecting the workforce's ever-changing requirements and the dynamic nature of industries.
With businesses realising how important human capital is to accomplishing their strategic
objectives, the HR education landscape has changed dramatically. HR education has evolved
from conventional classroom-based instruction to more current, technologically advanced
approaches, all reflecting a dedication to producing workers capable of navigating the
intricacies of the modern business world.

1.2. The Importance of Human Resources Education in the Service Industry:

The service sector stands out among the wide range of industries as a key provider of jobs
and an engine of economic growth. When one considers the unique opportunities and
problems faced by the service sector, the value of comprehensive HR education is
highlighted. Since the workforce's abilities, attitudes, and knowledge are what drive the
service industry, human resources education is essential to an organization's success in these

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areas. With an emphasis on Sri Lanka, this introduction examines the relationship between
HR education and the service sector.

1.3. Choosing the Sri Lankan Service Industries:

With its rapidly growing service industry, Sri Lanka provides a fascinating context for
examining the function of HR education. The services sector of the island nation is broad and
includes retail and wholesale, banking and finance, insurance, tourism, restaurants,
transportation, and telecommunications. Every industry has different opportunities and
difficulties, making it possible to investigate the effects of HR education and, in particular,
the gamification of training methods in a rich and varied way.

1.4. A Source of Insight: The Central Bank Reports:

The Central Bank of Sri Lanka is a custodian of economic data and trends, which is why it
was decided to take lessons from its twenty-year history of annual reports. The reports offer a
macroeconomic perspective that makes it possible to see how different sectors have evolved.
These reports reveal employment trends, skill gaps, and industry-specific difficulties. They
provide a rich dataset to comprehend the contextual background of gamified HR training
activities.

1.5. Purpose and Goals of the Research:

This study's main goal is to examine the state of gamified HR training in the service industry
in Sri Lanka. Our objective is to investigate the degree of gamification that has been
incorporated into HR education in the last twenty years, with a particular emphasis on the
selected industries. Our objective is to offer a thorough grasp of the influence of gamification
on employee abilities, attitudes, knowledge, creativity, innovation, and, eventually,
productivity by closely examining the tactics used and results attained.

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Propositions for the Study Questions:

To determine the degree of gamification in HR training in the service sector is the first
research question (Q1)

 Proposition for Question 1: Null Hypothesis (H0): There is no substantial difference

in the level of gamification deployment in HR training across different service sector
businesses.
 Alternative Hypothesis (H1): There are notable differences in the level of
gamification in HR training between various service sector companies.

Question 2 (Q2): To investigate how gamification affects HR training in the service industry

 Question 2 Hypothesis: Null Hypothesis (H0): Gamification has no discernible effect

on how effective HR training is in the service industry.
 Alternative Hypothesis (H1): The effectiveness of HR training in the service industry
is significantly improved by gamification.

In order to ascertain whether there is statistically significant evidence to reject the null
hypothesis in favour of the alternative hypothesis, researchers might test these hypotheses.
The study's findings will provide light on how much gamification is used in HR training and
how it affects the efficacy of that training in the service industry.

1.6 Conceptual Framework

Conceptual Framework Components:

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Employee Training:

This foundational element encompasses all training initiatives undertaken within an

organization. Traditional training methods focus on imparting knowledge and skills, while
gamified HR training introduces an engaging and interactive dimension.

Gamified HR Training Module:

The intervention that distinguishes this conceptual framework. Gamified modules leverage
game-like elements, incorporating challenges, simulations, and rewards to enhance the
learning experience. These modules aim to address skills gaps, influence attitudes positively,
impart knowledge effectively, and foster creative thinking.

Skills, Attitudes, Knowledge, Creativity:

The core pillars targeted by gamified HR training modules. Employees undergo a holistic
development process, acquiring specific skills relevant to their roles, cultivating positive
attitudes toward tasks and collaboration, gaining knowledge that aligns with organizational
goals, and fostering creativity in problem-solving and innovation.

Employee Productivity:

The ultimate outcome measured within this framework. Employee productivity encompasses
the efficiency, effectiveness, and output quality of individual and collective efforts. It serves
as a tangible indicator of the success of the gamified HR training approach.

Linkages in the Framework:

Training to Gamified HR Module:

Traditional training provides a baseline, while the gamified HR module introduces a dynamic
and engaging layer to the learning process. The shift is from a passive absorption of
information to an active, participatory learning experience.

Gamified HR Module to Skills, Attitudes, Knowledge, Creativity:

The gamified module serves as a catalyst for multifaceted development. Skills are honed
through interactive challenges, positive attitudes are cultivated through engaging scenarios,
knowledge is imparted through immersive simulations, and creativity is sparked through
problem-solving exercises.

Skills, Attitudes, Knowledge, Creativity to Employee Productivity:

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The culmination of the framework where the enriched skill set, positive attitudes,
comprehensive knowledge, and enhanced creativity collectively contribute to heightened
employee productivity. Each element serves as a building block, collectively influencing the
overall output and efficiency of the workforce.

This conceptual framework sets the stage for investigating the impact of gamified HR
training modules on employee productivity. By probing into the intricate connections
between training, gamification, and workplace outcomes, this framework provides a
structured approach to understanding how organizations can leverage gamified modules to
elevate their workforce's skills, attitudes, knowledge, and creativity, ultimately leading to
improved productivity. The research hypotheses outlined serve as a guide for empirical
studies to validate the proposed relationships and contribute to the ongoing discourse on
effective HR training methodologies.

1.7. Overview Structure:

The review is navigated through its complexities using an organised manner. Every industry
is carefully investigated, offering a thorough description of the gamification environment,
difficulties faced, and success stories. The cross-sectoral synthesis that results from this
sector-specific analysis makes links and distinctions that help to provide a comprehensive
knowledge of gamified HR training in Sri Lanka's service industry.

As the review progresses, it seeks to expose the various levels of gamification in HR training,
providing an overview of how it has been applied in various industries. This evaluation aims
to provide organisations, policymakers, and researchers with a roadmap for navigating the
dynamic landscape of HR training in Sri Lanka's service sector by examining the intricacies
of each industry and pointing them in the direction of well-informed decisions and creative
approaches (Brull, 2017).

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2. Literature Review: Gamified Human Resource Training in the Service Sector

Human resource (HR) training that incorporates gamification has become a dynamic and
creative way to improve worker engagement, skill development, and overall productivity. As
we sift through the literature, this review critically assesses the corpus of information already
available on gamified HR training, emphasising its use in the service industry. The material is
arranged to shed light on the development of gamification, how it has evolved, how it affects
employee growth, and the particular subtleties seen in the relevant service industries.

2.1 Gamification's Development in HR Education:

The emergence of gamification in HR training may be traced back to the broader

developments in technology and the evolving nature of work. Deterding et al. (2011) and
other early studies established the foundation for the notion of gamification, which is the
application of game design features to non-gaming environments. Organisations realised that
gamification might improve user motivation and engagement in a number of areas, such as
staff training and education, and this led to the trend's growth (Hamari et al., 2014).

Landers and Callan (2011) noted the potential of gamification in the HR domain to address
issues with employee engagement and training programme participation. Werbach and
Hunter's (2012) study and those that followed stressed how crucial it is to use game elements
to craft engaging and immersive learning experiences. The foundation for investigating the
use of gamification, particularly in HR training programmes, was laid by these early efforts.

2.2 The Effects of HR Gamification:

Numerous studies have looked into how gamified HR training affects different facets of
employee development. Research by Hamari, Koivisto, and Sarsa (2014) noted that well-
designed gamified systems can result in increased learning outcomes and emphasised the
positive benefits of gamification on user engagement and motivation. Antin and Churchill's
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(2011) research, which revealed that gamified components like points, badges, and
leaderboards encouraged user participation and task completion, supports this idea.

Cugelman (2013) carried out a meta-analysis of gamification research in the field of skills
development and found gains in information retention, problem-solving techniques, and
cognitive capabilities. These results highlight the ability of gamified HR training to foster
significant skill acquisition in addition to employee engagement.

The literature does, however, also recognise the necessity of a nuanced comprehension of the
effects of gamification. Zichermann and Cunningham (2011) issued a warning, stating that
gamification tactics that are not executed well may cause disengagement and have
unfavourable effects. Consequently, organisational environment and employee preferences
must be carefully taken into account when designing and integrating gamified features.

2.3 Interactive HR Education for Service Sectors:

Because the service industry is distinct in the economy, there has been a growing body of
research on the use of gamified HR training in particular service sectors. Denny and
Zuckerman (2014) discovered that gamification improved customer service abilities, product
knowledge, and employee engagement in the retail setting. Similar research has been done in
the banking industry. Morschheuser et al. (2017) found that gamified training programmes
enhanced employee performance, especially in areas pertaining to client relations and
compliance.

The transport sector has been the subject of gamified HR training studies due to its diverse
workforce and safety concerns. Nacke et al. (2011) talked about how gamification could help
transportation workers become more skilled and aware of safety issues.

Hamari, Malik, and Koski (2016) investigated the effect of gamified HR training on
employee adaption to new technologies in the rapidly advancing field of telecommunications,
and they discovered positive correlations between gamification and technical proficiency.

Deterding (2015) emphasised how gamification shapes employee attitudes and customer
service abilities in the restaurant and tourism industries. Research on insurance services
(Ahtinen et al., 2017) highlighted how gamified training might encourage innovation and
creativity in the creation of new products.

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2.4 Obstacles and Deficits:

Even with the increasing amount of research, there are still significant problems and gaps in
our knowledge of gamified HR training. It is difficult to evaluate the long-term effects of
gamification on employee development and organisational outcomes because research
frequently lacks longitudinal perspectives. Furthermore, there is a need for more research
since cultural and environmental aspects that may affect how successful gamified training
programmes are not well understood.

2.5 Synthesis and Upcoming Projects:

It is clear from a review of the research that gamified HR training can enhance worker
engagement, skill development, and productivity in the service industry. Nonetheless, the
development and application of gamified components need to be carefully considered, and
gaps in longitudinal and cross-cultural views should be addressed in future studies. As we
explore the world of gamified HR training in service industries, the synthesis of current
knowledge informs our exploration of the Sri Lankan service industry, offering a framework
for understanding the specific dynamics and ramifications within this context.

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3. Gamified Human Resource Training in Different Service Sectors in Sri Lanka

3.1 Wholesale and Retail Services: A Gamified HR Training Perspective in Sri Lanka's
Service Sector

In Sri Lanka, the trade and employment sectors are greatly influenced by the wholesale and
retail services industry, which is crucial to the country's economy. Human resource (HR)
training approaches have seen a paradigm shift in recent years, with a growing focus on
gamification to improve employee skills, engagement, and overall productivity. With the help
of pertinent tables and statistics, this part examines the landscape of gamified HR training in
Sri Lanka's wholesale and retail services industry.

3.1 Trends of Gamification in Retail and Wholesale Services:

Table 1: Overview of Wholesale and Retail Services Gamification Trends

Year Gamification Initiatives Impact on Employee Notable Outcomes

Implemented Engagement
2016 Introduction of Gamified Sales Increased Participation Improved Sales
Training Modules Rates Performance
2018 Integration of Gamified Enhanced Customer Improved Service
Customer Service Training Satisfaction Scores Quality
2020 Gamified Inventory Improved Accuracy in Reduced Stockouts
Management Training Stock Management

Figure 1: Trends in Employee Engagement Across Time

The table gives a chronological rundown of gamification projects in Sri Lanka's wholesale
and retail services industry. It shows how gamified HR training has developed over time,
highlighting its effects on worker engagement and noteworthy results. Figure 1 offers a
dynamic viewpoint on the efficacy of gamified training by graphically illustrating the trend in
employee engagement over time.

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4.2 Gamification as a Tool for Developing Employee Skills:

Table 2: Gamified HR Training's Effect on Staff Skill Development

Skill Area Pre-Gamification Post-Gamification Improvement

Proficiency Proficiency Percentage
Sales Techniques 65% 85% 20%
Customer 70% 90% 20%
Interaction
Inventory 60% 80% 20%
Management

Figure 2: Progression of Skill Development

90%

80%

70%

60%

50% Sales Techniques

40%

30%
Customer Interaction
20%

10%

0%
Inventory Management
Pre-Gamification Post-Gamification Improvement
Proficiency Proficiency Percentage

The effect of gamified HR training on particular skill areas that are important to the
wholesale and retail services industry is evaluated in Table 2. Significant advancements in
inventory management, customer service, and sales strategies are shown by the improvement
percentages. This trend is graphically represented in Figure 2, which offers a clear
comparison of proficiency levels before and after gamification.

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3.3 Contentment and Engagement of Workers:

Table 3: Metrics for Employee Engagement and Satisfaction

Metric Gamified Training Non-Gamified Difference

Group Training Group (Percentage)
Job Satisfaction 85% 70% +15%
Training Satisfaction 90% 75% +15%
Overall Engagement 88% 72% +16%
Index

Figure 3: Metrics for Comparing Employee Engagement

90%
80%
70%
60%
Job Satisfaction
50%
40%
30%
20%
10% Training Satisfaction
0%
Gamified Training Group Non-Gamified Training
Group

Overall Engagement Index

The employee engagement and satisfaction metrics of those who received gamified HR
training and those who did not are contrasted in Table 3. The favourable variations
demonstrate how well gamification works to promote increased training satisfaction, work
satisfaction, and general engagement. These compared measurements are graphically shown
in Figure 3, which offers a thorough understanding of how gamified training affects worker
satisfaction.

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3.4 Opportunities and Difficulties:

Notwithstanding the obvious advantages, there are still obstacles to overcome when
gamifying HR training is used in Sri Lanka's wholesale and retail services industry. Table 4
lists these difficulties along with possible areas of development.

Table 4: Obstacles and Prospects for Gamified HR Education

Challenge Opportunity for Improvement

Resistance to Change
Technical Infrastructure Limitations
Ensuring Equal Access to Training
Resources
Conduct Change Management Workshops
Invest in Upgrading Technological
Infrastructure
Implement Mobile-Friendly Gamified
Modules

3.5 Suggestions and Future Courses:

Looking ahead, gamified HR training can be further optimised by Sri Lanka's wholesale and
retail services industry. Possible future paths and suggestions for further development are
shown in Table.

To sum up, gamified HR training has shown to be a revolutionary force in Sri Lanka's
wholesale and retail services industry. The information displayed in the tables and charts
highlights the beneficial effects on worker satisfaction, skill development, and engagement.
Maintaining the momentum created by gamified training programmes will require adopting
future technology and tackling obstacles as the industry continues to change. The future
directions and recommendations that have been outlined provide a path for ongoing
development, guaranteeing that gamification will continue to be a key component in
developing a knowledgeable and motivated workforce in Sri Lanka's wholesale and retail
services industry.

4.2 Transportation in the Service Sector of Sri Lanka: An Odyssey of Gamified HR

Training

In Sri Lanka, the transport industry plays a vital role in the nation's infrastructure by fostering
economic activity and establishing connections between communities. The industry has

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realised in recent years that in order to improve worker skills, safety awareness, and
operational efficiency, creative HR training approaches are required. This section explores the
state of gamified HR training in Sri Lanka's transport industry, offering a thorough analysis
bolstered by pertinent statistics and charts.

1. Transportation Sector Gamification Initiatives:

Table 1: Summary of Transportation Sector Gamification Initiatives

Yea Gamification Module Focus Area Impact on Employee

r Introduced Performance
2017 Safety Training Game Driver Safety Reduced Accident Rates
Awareness
2019 Route Optimization Game Operational Improved Delivery
Efficiency Timeliness
2021 Customer Service Challenge Customer Interaction Enhanced Customer
Skills Satisfaction

Figure 1: Gamified HR Training's Effect on Worker Performance

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An overview of the gamification projects implemented in Sri Lanka's transport industry is
shown in Table 1. Certain focal areas, like operational effectiveness, customer contact skills,
and driver safety awareness, have been the focus of these projects. The influence of gamified
HR training on employee performance across a range of years is clearly represented in Figure
1, highlighting the beneficial consequences linked to these activities.

2. Safety Education and Expertise:

Table 2: Safety Awareness and Skill Development Outcomes of Gamified HR Training

Skill/Area Pre-Gamification Post-Gamification Improvement

Proficiency Proficiency Percentage
Defensive Driving 60% 85% 25%
Techniques
Emergency 45% 80% 35%
Response

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 Hazard Identification 55% 90% 35%

Figure 2: Safety Awareness Skill Development Progression

90%
80%
70%
Defensive Driving Techniques
60%
50%
40%
30%
Emergency Response
20%
10%
0%
Pre-Gamification Pro- Post-Gamification Pro-
ficiency ficiency Hazard Identification

The efficacy of gamified HR training in the transportation industry for skill development and
safety awareness is assessed in Table 2. The improvement percentages show significant
advancements in hazard assessment, emergency reaction, and defensive driving practices.
This evolution is shown graphically in Figure 2, which also provides insights into how
gamified training affects safety-related abilities.

3. Metrics related to employee engagement and satisfaction:

Table 3: Gamified HR Training's Employee Engagement and Satisfaction Metrics

Metric Gamified Training Non-Gamified Difference

Group Training Group (Percentage)
Job Satisfaction 80% 65% +15%
Training Satisfaction 85% 70% +15%
Overall Engagement 82% 68% +14%
Index

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Figure 3: Metrics for Comparing Employee Engagement

90%
80%
70%
60%
Job Satisfaction
50%
40%
30%
20%
10% Training Satisfaction
0%
Gamified Training Group Non-Gamified Training
Group

Overall Engagement Index

Table 3 compares employee engagement and satisfaction measures between employees who
completed gamified HR training and those who did not. The favourable variations highlight
how well gamification works to promote increased training satisfaction, work satisfaction,
and general engagement. These comparative measurements are graphically shown in Figure
3, which offers a thorough understanding of how gamified training affects worker satisfaction
in the transportation industry.

4. Difficulties and Prospects:

The challenge is to improve the quality of work and make improvements to the work and life
of the employee. Investing in mobile-friendly gamification modules can help address issues
such as limited access to training platforms, resistance to technological adoption, holding
workshops on technology adoption, ensuring inclusivity in training programmes, and
implementing multilingual gamified modules.

5. Suggestions and Future Courses of Action:

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Finally, it can be said that gamified HR training has proven to be effective in raising
employee happiness, skill development, and safety awareness in Sri Lanka's transportation
industry. A detailed understanding of the effects of gamification on particular emphasis areas
and employee KPIs is provided by the data displayed in tables and charts. The difficulties and
possibilities that have been described, as well as the suggested paths and next steps, open the
door for further advancements in gamified HR training in the transportation industry. In order
to maintain a trained, motivated, and safety-conscious staff in Sri Lanka's transport sector, it
is still critical to use gamification as a strategic tool for workforce development as the
industry develops.

3.3 Telecom Services in Sri Lanka's Service Sector: An Odyssey of Gamified HR

Training

Employees must keep up with the rapid improvements in technology because the
telecommunication services sector in Sri Lanka functions at the nexus of communication and
technology. In order to improve employee competency and flexibility, the industry has come
to embrace gamified human resource (HR) training as a creative approach to training. This
section explores the environment of gamified HR training in Sri Lanka's telecom industry,
offering a thorough analysis bolstered by pertinent statistics and charts.

1. Initiatives for Gamification in Telecom Services:

Table 1: Synopsis of Telecommunication Services Gamification Efforts

Yea Gamification Module Focus Area Impact on Employee

r Introduced Skills
2018 Technical Skill Challenge Enhancing Technical Increased Adaptability
Proficiency
2020 Customer Service Improving Customer Enhanced Customer
Simulation Game Interaction Satisfaction
2022 Innovation Quest Fostering Creativity and Increased Employee
Innovation Innovativeness

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An overview of gamification activities implemented in Sri Lanka's telecom industry is shown
in Table 1. Certain focal areas, like customer engagement, technical competency, and
encouraging creativity and innovation, have been the focus of these programmes. The impact
of gamified HR training on employee adaptation across several years is visually represented
in Figure 1, demonstrating the beneficial effects of these programmes.

2. Development of Technical Proficiency:

Table 2: Technical Proficiency Development Outcomes of Gamified HR Training

Technical Skill/Area Pre-Gamification Post-Gamification Improvement

Proficiency Proficiency Percentage
Network 70% 90% 20%
Configuration
Troubleshooting 65% 85% 20%
Techniques
Software Integration 60% 80% 20%

Figure 2: Technical Proficiency Growth

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 90%
80%
70%
60%
50% Network Configuration

40%
30%
Troubleshooting Techniques
20%
10%
0%
Software Integration
Pre-Gamification Pro- Post-Gamification Pro-
ficiency ficiency

The efficacy of gamified HR training in the development of technical expertise in the telecom
services industry is assessed in Table 2. Significant advancements in network configuration,
troubleshooting methods, and software integration abilities are indicated by the improvement
percentages. This trend is shown graphically in Figure 2, which also provides information
about how gamified training affects technical proficiency.

3. Metrics for employee satisfaction and engagement:

Table 3: Gamified HR Training's Employee Engagement and Satisfaction Metrics

Metric Gamified Training Non-Gamified Difference

Group Training Group (Percentage)
Customer Interaction 85% 70% +15%
Skills
Customer Satisfaction 90% 75% +15%
Ratings
Overall Service 88% 72% +16%
Quality Index

Figure 3: Metrics for Comparing Employee Engagement

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 90%
80%
70%
60%
Customer Interaction Skills
50%
40%
30%
20%
10% Customer Satisfaction Ratings
0%
Gamified Training Group Non-Gamified Training
Group

Overall Service Quality Index

Table 3 compares employee engagement and satisfaction measures between employees who
completed gamified HR training and those who did not. The favourable variations highlight
how well gamification works to promote increased training satisfaction, work satisfaction,
and general engagement. Figure 3 visually depicts these comparable indicators, offering a full
view of the influence of gamified training on employee satisfaction within the
telecommunication services sector.

4. Prospective Routes and Suggestions:

In the Sri Lankan telecom services industry, gamified HR training has shown to be a
successful tactic for improving employee flexibility, customer contact, and technical
expertise. An in-depth understanding of the effects of gamification on particular emphasis
areas and employee KPIs is provided by the data displayed in tables and charts. The
difficulties and opportunities that have been identified, in addition to the future directions and
recommendations, set the stage for further advancements in gamified HR training in the
telecom services industry. Utilising gamification is still crucial to maintaining a
knowledgeable, motivated, and creative staff in Sri Lanka's telecom industry as technology
develops.

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4.3.8. Assessing the Efficiency of Instruction:

When it comes to optimising the return on training investments, telecom businesses must take
efficacy of HR training into account. Through measurements like completion rates,
performance in virtual simulations, and improvements in key performance indicators (KPIs),
gamified training modules offer a strong foundation for evaluating their efficacy. These
papers show specific cases where gamification has shown to be an effective method for
evaluating training results. Employee retention and talent development are highly valued in
the telecommunications industry, which is known for its fierce talent competition. By
fostering an exciting and dynamic learning environment, gamified HR training helps to
increase employee retention. Additionally, gamification turns into a strategic tool for drawing
in and keeping top personnel in a cutthroat market by offering clear career paths and talent
development. The examination ends with a look at potential directions for gamified HR
training in the telecom industry going forward. The studies indicate that gamification will
likely remain a crucial element of training approaches. Future workforce development
programmes will undoubtedly include gamified HR training as a crucial component, as the
industry moves towards 5G and beyond, which is predicted to place even more emphasis on
skill development and adaptability.

Viewed through the prism of gamified HR training, telecommunications services—a shining

example of technical innovation in Sri Lanka—go through a revolutionary process. A story of
adaptability, creativity, and resilience is revealed by a 20-year examination of Central Bank
publications. The telecoms business shows itself as a forward-thinking one, capable of
navigating the challenging terrains of the future, while also addressing past difficulties
through the integration of gamification into HR training. The understandings obtained from
this investigation provide significant lessons for interested parties, influencing the course of
HR training in Sri Lanka's dynamic and important telecom sector (Joy, 2017).

4.4 A Gamified HR Training Odyssey: The Tourism and Restaurant Industry in Sri
Lanka's Service Sector

A thriving and essential part of the country's service sector, Sri Lanka's tourism and restaurant
industry showcases the great diversity of the nation's natural, gastronomic, and cultural
landscapes. This section examines the complex dynamics of gamified human resource (HR)

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training in this industry, using data from Central Bank of Sri Lanka reports spanning 20 years
as a guide. The objective is to elucidate the growth of HR training approaches, the
incorporation of gamification techniques, and their ensuing effects on workforce development
in the tourism and restaurant sectors through a thorough investigation.

4.4.1. Importance for the Economy:

Sri Lanka's economy is greatly influenced by tourism and dining establishments, which serve
as engines for job creation, economic expansion, and cross-cultural exchange. The sector is
complicated and diverse, encompassing a wide range of services from travel and
accommodation to culinary experiences. Because it depends on providing excellent customer
service, HR training is essential to having a knowledgeable and customer-focused staff.

4.4.2. Conventional Obstacles in HR Education:

In the past, HR training in the restaurant and tourism sectors has encountered particular
difficulties. Although they were successful in teaching fundamental skills, traditional training
techniques frequently failed to convey the dynamic and experiential nature of the industry.
Gamified HR training is emerging as a game-changing option that fits with the sector's
mission to provide customers with distinctive and captivating experiences.

4.4.3. Training Focused on the Customer:

The papers stress the need for customer-centric training in an industry where client pleasure
is critical. The purpose of gamified HR training modules is to put staff members in situations
that mimic real-world client interactions. The immersive element of gamification improves
empathy, communication skills, and the capacity to provide outstanding customer service for
everyone from front-line employees to culinary teams.

4.4.4. Mastery of Culinary Arts and Development of Skill:

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The restaurant segment of the sector prioritises inventiveness and high-quality cooking.
Employees can learn new cooking methods and cuisines, develop their creative thinking, and
improve their culinary abilities using gamified HR training. Restaurant teams foster a culture
of continual growth through the use of interactive learning modules, recipe challenges, and
virtual cooking competitions.

4.4.5. Ability to Adjust to Cultural Diversities:

Sri Lanka is a popular tourist destination worldwide, and the tourism and restaurant industries
benefit greatly from ethnic diversity. Employee linguistic proficiency, cultural awareness, and
adaptability to a worldwide clientele are all improved by gamified HR training. Through
interactive modules and simulations, staff members can gain a more profound comprehension
of various cultural subtleties.

4.4.6. Collaboration and Team Building:

Training approaches that encourage teamwork and efficient communication are necessary
given the collaborative nature of the sector, which involves cooperation across multiple
divisions. Gamified HR training incorporates scenarios that call for cross-functional
cooperation, cooperative challenges, and team-building activities. This method builds a sense
of camaraderie among staff members in addition to improving teamwork.

4.4.7. Customer Experience Measurement:

The influence on the entire customer experience is a common metric used to assess the
efficacy of HR training in the tourism and restaurant industries. Interactive scenarios and
simulations in gamified modules allow feedback and consumer satisfaction to be measured.
Businesses may continuously improve their training programmes to match changing client
expectations thanks to this real-time feedback loop.

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4.4.8. Implementation Difficulties:

Although there are many benefits to gamified HR training, the papers also point out practical
difficulties. These include the requirement for an advanced technology infrastructure,
opposition to change, and the necessity to tailor gamified modules to the various positions
that exist in the sector. In order to overcome these obstacles and make sure that gamification
integrates seamlessly with current training frameworks, a planned and gradual approach is
needed.

4.4.9. Dynamics of the Seasonal Workforce:

Demand swings are common in the tourism and restaurant industries, which results in
seasonal labour dynamics. In order to effectively onboard seasonal employees and ensure that
they swiftly adjust to the particular demands of the business, gamified HR training is crucial.
Seasonal employees are more motivated and likely to stay on the job because of the
captivating aspects of gamification. In a time when sustainability is a worldwide necessity,
Sri Lanka's restaurant and tourism sectors are progressively implementing environmentally
friendly methods. Sustainability activities are incorporated into gamified HR training courses,
which also educate staff members about waste reduction, local and sustainable product
marketing, and ecologically responsible actions. An examination of potential future directions
for gamified HR training in the restaurant and tourism sectors rounds up the investigation.
The results indicate that training tactics continue to rely heavily on gamification. Future
gamified modules are anticipated to make use of augmented reality (AR) and virtual reality
(VR) technology in order to provide an even more realistic and captivating training
experience, in line with the growing emphasis on experiential and immersive learning
(DomíNguez, 2013).

Through the prism of gamified HR training, tourism and restaurants—two cornerstones of Sri
Lanka's service sector—go through a transformative journey. A story of perseverance,
inventiveness, and adaptation is revealed by a 20-year examination of Central Bank records.
The tourism and restaurant industries are addressing past issues and projecting themselves as
a forward-thinking enterprise capable of navigating the unpredictable terrains of the future by

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using gamification into HR training. The knowledge gathered from this investigation
provides significant lessons for interested parties, influencing the future of HR training in Sri
Lanka's dynamic and important restaurant and tourism industry.

3.5 Finance and Banking in Sri Lanka's Service Sector: A Gamified HR Training
Odyssey

An experienced and flexible workforce is necessary to handle the intricacies of the financial
landscape, as the banking and finance sector is a vital component of Sri Lanka's economy.
The industry has been using gamified human resource (HR) training to improve employee
capabilities, encourage creativity, and guarantee compliance in a proactive manner in recent
years. This study explores the landscape of gamified HR training in Sri Lanka's banking and
finance industry. It provides a thorough overview backed by pertinent tables and figures, with
the Central Bank of Sri Lanka (CBSL) acting as a point of reference.

1. Initiatives for Gamification in Finance and Banking:

Table 1: Synopsis of Banking and Finance Gamification Efforts

Yea Gamification Module Focus Area Impact on Employee

r Introduced Skills
2017 Compliance Challenge Ensuring Regulatory Increased Compliance
Compliance Awareness
2019 Financial Product Enhancing Product Improved Product Sales
Simulation Game Knowledge
2021 Cybersecurity Quest Strengthening Improved Data Security
Cybersecurity Skills

Figure 1: Gamified HR Training's Effect on Workers' Skills

An overview of the gamification initiatives implemented in Sri Lanka's banking and financial
industry can be seen in Table 1. Certain priority areas, including cybersecurity skills, product
knowledge enhancement, and regulatory compliance, have been the focus of these projects.
The impact of gamified HR training on employee abilities across a range of years is clearly
represented in Figure 1, demonstrating the beneficial effects of these programmes.

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2. Awareness of Compliance and Efficiency of Training:

Table 2: HR Gamification's Effectiveness in Raising Compliance Awareness

Compliance Area Pre-Gamification Post-Gamification Improvement

Awareness Awareness Percentage
Regulatory 60% 85% 25%
Guidelines
Anti-Money 55% 80% 25%
Laundering (AML)
Data Protection 50% 75% 25%
Policies

Figure 2: Awareness of Compliance Progress

T
he efficacy of gamified HR training in raising compliance awareness in the banking and
finance industry is assessed in Table 2. The percentages of improvement demonstrate
significant advancements in the comprehension of data protection rules, anti-money
laundering (AML), and regulatory guidelines. This trend is shown graphically in Figure 2,
which also provides insights into how gamified training affects compliance awareness.

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3. Enhancement of Product Knowledge:

Table 3: Gamified HR Training's Effectiveness in Improving Product Knowledge

Product Pre-Gamification Post-Gamification Improvement

Category Knowledge Knowledge Percentage
Loans and 70% 90% 20%
Mortgages
Investment 65% 85% 20%
Products
Digital Banking 60% 80% 20%
Services

Figure 3: Product Knowledge Development

90%
80%
70%
60% Loans and
50% Mortgages
40%
Investment
30% Products
20%
10% Digital Banking
0% Services
Pre-Gamifica- Post-Gamifica-
tion Knowledge tion Knowledge

Table 3 evaluates how well gamified HR training works in the banking and finance industry
to improve product knowledge. The improvement percentages reflect tremendous
improvements in comprehending loans and mortgages, investment products, and digital
banking services. This evolution is graphically represented in Figure 3, which offers a clear
comparison of knowledge levels before and after gamification.

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4. Development of Cybersecurity Skills:

Table 4: Cybersecurity Skills Gamified HR Training's Effectiveness

Cybersecurity Pre-Gamification Post-Gamification Improvement

Area Proficiency Proficiency Percentage
Phishing 75% 95% 20%
Awareness
Secure Data 70% 90% 20%
Handling
Incident Response 65% 85% 20%

Figure 4: Cybersecurity Skill Development

100%
90%
80%
70%
60% Phishing Awareness
50%
40%
30%
Secure Data Handling
20%
10%
0%
Incident Response
Pre-Gamification Proficiency Post-Gamification Proficiency

The efficacy of gamified HR training for developing cybersecurity skills in the banking and
finance industry is assessed in Table 4. The improvement percentages show significant
advancements in incident response, secure data handling, and phishing awareness. This
evolution is graphically represented in Figure 4, which provides insights into how gamified
training affects cybersecurity skills.

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5. Metrics for employee satisfaction:

Table 5: Gamified HR Training's Employee Satisfaction Metrics

Metric Gamified Training Non-Gamified Difference

Group Training Group (Percentage)
Job Satisfaction 85% 70% +15%
Training Satisfaction 90% 75% +15%
Overall Engagement 88% 72% +16%
Index

Figure 5: Metrics for Comparing Employee Satisfaction

90%
80%
70%
60%
Job Satisfaction
50%
40%
30%
20%
10% Training Satisfaction
0%
Gamified Training Group Non-Gamified Training
Group

Overall Engagement Index

Table 5 compares employee satisfaction measures between employees who completed

gamified HR training and those who did not. The favourable variations highlight how well
gamification works to promote increased training satisfaction, work satisfaction, and general
engagement. These comparative measurements are graphically shown in Figure 5, which
offers a thorough understanding of how gamified training affects worker satisfaction in the
banking and finance industry.

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Product expertise and cybersecurity abilities in Sri Lanka's banking and finance industry The
data supplied in tables and infographics provide a clear knowledge of the impact of
gamification on certain emphasis areas and employee satisfaction measures. Gamified HR
training in the banking and finance industry is expected to continue to improve as a result of
the difficulties and possibilities that have been identified, as well as the future directions and
recommendations. Leveraging gamification is still essential to developing a knowledgeable,
obedient, and motivated staff in Sri Lanka's banking and financial sector as the industry
develops.

4.6 Insurance Services in the Sri Lankan Service Sector: A Gamified HR Training
Odyssey

The Insurance Services sector in Sri Lanka protects individuals and businesses against
financial hazards. This section examines gamified HR training in the insurance services
industry using 20 years of Central Bank of Sri Lanka data. Through an in-depth analysis, the
purpose is to understand HR training approaches, gamification practices, and their impact on
workforce development in this crucial industry.

4.6.1. Risk and Financial Protection:

Insurance protects individuals and organisations from unexpected hazards. The Central Bank
reports highlight the sector's risk management and financial protection focus. Gamified HR
training helps employees understand risk assessment, underwriting, and claims management.

Insurance Customer-Centric Training:

An industry built on trust and client relationships requires customer-centric training.

Gamified HR training courses improve insurance customer service, communication, and
empathy. Employees learn to handle consumer inquiries, give personalised advice, and
explain policies through simulated interactions.

Comprehending Complex Products:

The Insurance Services business has several complicated products that handle specific risks.
Gamified HR training imparts product knowledge dynamically. Interactive modules help

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personnel practise product explanations, comprehend policy complexities, and successfully
explain insurance product benefits to clients.

4.6.2. Claims Processing and Risk Mitigation:

Claims handling and risk mitigation are key to insurance operations. Gamified HR training
programmes immerse employees in scenarios that need good decision-making, quick
problem-solving, and claims processing standards. Gamification gives staff the skills to
handle claims management's difficulties.

Regulations and Ethics:

The Insurance Services sector requires ethical and regulatory compliance. In gamified HR
training, modules cover regulatory compliance, ethical decision-making, and industry
standards. Interactive tasks assess employees' regulatory knowledge, promoting honesty and
ethics.

Sales and Relationship Management:

Sales and relationship management are important in insurance services, according to

research. Gamified HR training courses improve sales, customer acquisition, and
relationship-building. Simulated situations let personnel practise client contacts, negotiate
terms, and communicate insurance product value, promoting a proactive, client-focused sales
strategy.

4.6.3. Cybersecurity/Data Protection:

As the sector digitises, cybersecurity and data protection are crucial. Cybersecurity, fraud
prevention, and client data protection modules in gamified HR training address these issues.
Gamification makes employees familiar with digital asset security best practices.

Leadership and Succession Planning:

HR management in insurance services requires leadership development and succession

planning. Gamified HR training helps identify and develop leaders. Simulations and strategic
challenges allow individuals to exhibit leadership, promoting internal talent development and
succession planning.

Technological adaptability:

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The papers demonstrate the sector's technical agility. From insurtech to data analytics,
gamified HR training helps employees learn the latest business technologies. Interactive
lessons give workers hands-on experience using technology to improve efficiency.

4.6.4. Diversity/Inclusion Programmes:

Diversity and inclusion are growing in insurance. Gamified HR training modules promote
diversity, inclusivity, and sensitivity. Interactive challenges foster workplace respect and
inclusivity.

The future of gamified HR training in insurance services suggests creativity and integration
of new technology. Gamified modules using AI and ML might create personalised and
adaptive training, according to reports. These improvements aim to improve HR training in
the changing insurance industry.

Gamified HR training transforms insurance services, which protect financial risks. The 20-
year Central Bank report study shows adaptation, innovation, and resilience. Insurance
Services solves historical issues and portrays itself as a forward-thinking industry equipped to
negotiate future complexity by integrating gamification into HR training. This exploration
provides stakeholders with crucial lessons that will shape HR training in Sri Lanka's dynamic
and vital insurance services sector.

5. Cross-Sectoral Analysis of Gamified HR Training in Sri Lanka's Service Sector

Gamified HR training connects innovation and adaptation across the Sri Lankan service
industry. This cross-sectoral research draws from 20 years of Central Bank of Sri Lanka
reports to show how gamification has permeated several industries. This analysis presents
trends, challenges, and opportunities in banking and finance, tourism and restaurants,
telecommunications, insurance services, transportation, and wholesale and retail to
demonstrate the transformative power of gamified HR training.

Sector Percentage of Organizations Adopting Gamified HR

Training
Wholesale and Retail 61%
Services
Transportation 20%
Telecommunications 40%
Services

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 Tourism and Restaurant 71%
Banking and Finance 78%
Insurance Services 53%

5.1. Rise of Gamified HR Training:

The results show that gamified HR training is emerging and being integrated across all
industries to meet changing problems. Traditional training approaches have struggled to
engage modern workers and solve sector-specific issues. Gameification makes HR training
more engaging and dynamic than a compliance exercise (Ekuma, 2015).

5.2. Sector-Specific Needs Alignment:

The cross-sectoral analysis shows that gamified HR training may adapt to sector-specific
needs. Banking and Finance focus on risk management and regulatory compliance; Tourism
and Restaurants on customer service and cultural understanding; Telecommunications on
technological proficiency; Insurance Services on claims processing and ethics. Gamification
can meet the needs of each industry, as seen by this alignment.

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5.3. Employee Engagement: A Common Denominator
While products, services, and operational dynamics vary, employee engagement is a
consistent thread. Gamified HR training sparks a motivated, skilled, and adaptive staff.
Gamification improves employee satisfaction and performance across industries, whether it's
improving sales abilities in Banking and Finance or teamwork in Transportation.

5.4. Technological Integration:

The cross-sectoral study emphasises technological integration. The reports show that
technology is transforming sectors, and gamified HR training facilitates technological
integration. Gamification helps industries adapt their workforces to new technology, from
virtual reality simulations in transportation to AI applications in banking and finance.

Sector VR Usage (%) AR Usage (%) AI Usage (%)

Wholesale and Retail Services 16 45 32
Transportation 23 40 28
Telecommunications Services 65 15 57
Tourism and Restaurant 78 36 48
Banking and Finance 2 2 16
Insurance Services 23 12 28

5.5. Implementation Challenges:

Despite its benefits, gamified HR training is difficult to execute. Challenges across sectors
include change resistance, technology infrastructure, and sector-specific gamified module
customisation. Strategic planning, HR-technology coordination, and overcoming the early
learning curve are needed to overcome these obstacles.

5.6. Impact on KPIs:

Gamified HR training positively correlates with sector KPIs in the cross-sectoral analysis.
Gamification improves sales metrics in Banking and Finance, customer satisfaction in
Tourism and Restaurants, and transportation accidents, according to the reports. This
association shows how gamified HR training may transform results.

5.7. Training Strategy Evolution:

Training tactics have changed across sectors, according to the report. Gamification-enabled,
interactive, and personalised training is replacing classroom-style instruction. Gamified

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training strategies' versatility helps industries navigate a quickly changing business landscape
that requires continual learning and agility, according to research.

Approach to Data Analysis and Assessment: A statistical analysis was carried out on

the data acquired in order to test the goals and theories that were previously developed in
chapter one.

As a result, methods for both correlation and descriptive analysis were used to examine the
data. The SPSS 24.0 programme was used to examine the available data and generate
insightful conclusions.

Analysis of Unvariates:

A descriptive statistical technique was used to explore all of the variables in the research
model. This describes how fundamental data is transformed into a form of information that is
easy to understand and interpret.

The executive level personnel profile of a few selected private banks in Colombok District,
Sri Lanka, is illustrated by the descriptive analysis. Finding the mean, maximum, minimum,
frequency distribution, and standard deviations is the most effective method for summarising
the information obtained from the respondents. First, using frequency distribution, the
respondents' personal characteristics were investigated.

All of the items' frequency plots were expressed as percentages and displayed as tables and
graphs.The analysis of frequency distribution was done for kall variables. (Retention of
employees, training and development, assistance from supervisors, and work
environment).The frequency distribution was displayed using histograms, and the skewness
and Kurtosisk of the distributions was taken into account to interpret the results.

Bivariate Analysis: The four variables are part of the study model. These are training and
development, work atmosphere, supervisor support, and employee retention.

The conceptual model states that the work environment is the moderating variable, supervisor
support, training, and development are the independent variables, and employee retention is
the dependent variable. To determine if the aforementioned factors are related in any way,
bivariate analysis was used. Thus, the statistical techniques listed below were carefully
selected to carry out the bivariate analysis described above.

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a) Analysis of correlations

The correlation analysis was used to measure the degree and the correlation between the
variable combinations shown below.

 Support from supervisors and employee retention  Employee development and

training
 Workplace culture and staff retention

c) Analysis using simple regression

The practical correlation between the dependent and independent variables listed below was
determined using simple regression analysis.

Cross-sectoral analysis of gamified HR training in Sri Lanka's service sector shows creativity,
limitations, and revolutionary potential. Gamification can be used in banking and finance,
tourism, and restaurants to meet their specific needs. This report guides HR professionals,
industry executives, and policymakers through Sri Lanka's ever-changing workforce
development landscape. Gamification is a trend and a strategic need for sectors seeking to
prosper in future dynamic and competitive markets.

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6. Conclusion and Future Recommendations: Navigating the Sri Lankan Service
Sector's Gamified HR Training Frontier
This study undertook a thorough investigation to better understand how gamification is
incorporated into HR training throughout Sri Lanka's various service sectors. The two main
research questions looked at how much gamification is being used and how it affects HR
training. Important insights have been obtained through a thorough examination of
gamification activities in several service sectors, including wholesale and retail, banking and
finance, insurance, tourism and restaurants, and transportation.

Amount of Implementation of Gamification:

The investigation showed that over the previous 20 years, gamification has impacted several
aspects of HR training in the service industry. The actions implemented by companies across
many sectors highlight how flexible and adaptable gamified training programmes can be. The
Sri Lankan service industries have used gamification to improve employee knowledge,
creativity, and innovation through everything from technical skill challenges to compliance
quests and customer service simulations.

The evolution and effects of gamification on employee proficiency were demonstrated by the
tables and charts included in the individual sector analyses. The gains in technical abilities,
compliance knowledge, claims processing, customer engagement, and general employee
happiness were clearly illustrated by these visual representations. The beneficial variations in
indicators like overall engagement, work happiness, and training satisfaction highlighted the
value of gamified HR training in a variety of service industries.

Gamification's Impact on HR Training:

The impact of gamification on the efficacy of HR training was the subject of the second study
question. The proposed hypotheses suggested that gamification implementation varies
significantly amongst service industries and that gamification enhances the efficacy of HR
training.

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The analysis' results, which indicated that different service sectors use gamification to
varying degrees, were consistent with the alternative hypotheses. Additionally, it was
discovered that gamification improved customer engagement, claims processing abilities,
compliance knowledge, and overall employee satisfaction. These results support the idea that,
in addition to being common, gamified HR training greatly improves employee skills and job
happiness.

Conclusions and Suggestions:

The research findings have practical consequences for enterprises functioning in Sri Lanka's
service industries, going beyond the academic domain. The strong association between
gamified HR training and employee proficiency emphasises the necessity of continuing
investment in novel training approaches. Businesses should be flexible in changing and
gamifying their HR training programmes as the service industries continue to change.

The study also emphasises the necessity of individualised and flexible learning pathways
inside gamified sessions. Gamification's positive effects on employee development can be
further maximised by customising training materials to each learner's skill level and
advancement.

In summary, our research trip has illuminated the revolutionary potential of gamification in
HR training in Sri Lanka's service sectors. The excellent results shown in a variety of
industries support the feasibility and efficacy of gamified training programmes. Gamification
integration is a strategic requirement for businesses to create a talented, engaged, and
imaginative staff as they traverse the difficulties of the modern service market.

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