This study seeks to investigate the readiness levels of adult students studying in Malaysian higher education institutions. The online questionnaire used in this study consists of 18 demographic variables and 43 items based on six constructs: technical competencies, communication competencies, social competencies, self-efficacy, self-directedness, and readiness. With a sample of 413 respondents, the constructs were evaluated using measures based on students’ self-identification with each item. Descriptive statistics depict competency, demographic profile of students, and level of readiness. The statistical analyses used for this study were Pearson correlation, multivariate analysis of variance, and structural equation modelling. All six constructs were reliable with Cronbach’s alpha (α) above 0.7. Findings indicate that self-efficacy was significant for massive open online course readiness, and additional factors that could influence this readiness are explored. The findings from this study provide important input towards designing effective massive open online courses.

Customer orientation and empowerment of bank employees is investigated, sample is 225 respondents. Methodology employed is descriptive, factor, correlation and regression analysis. Findings show autonomy, job constraint, education and seniority is significant empirically validating job empowerment as a factor. A customer-orientated culture leads to excellent customer services. Limitations; sample size, one industry focus and no interactive effects. Recommendations include other service industries, comparative studies and a nation-wide study.

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This chapter investigates user friendliness and user satisfaction at Ministry of Works (MoW), Kingdom of Bahrain. Literature is focused on Technology Acceptance Model (TAM), Perceived Ease of Use (PEOU) as having a positive link to user friendliness. Findings show that user friendliness has a positive and significant impact on user satisfaction. This is empirically tested with a sample of 131 employees, a quantitative approach using SPSS Version 25, Pearson Correlation, Factor and Regression Analysis. Findings contribute to the existing body of knowledge in providing insights on factors influencing user satisfaction. Limitation of the study include small sample size, convenience sampling, and no interactive effects examined. Further studies should measure other variables such as user resistance to change and environmental factors. Other studies on user confidence level could also be investigated. User confidence has a major role in improving customer satisfaction.