Abstract: Escalating use of technology in all industries has resulted in the banking industry providing its customers with services electronically rather than over the counter. Over the past decade Internet banking has gained a lot of attention and hence it has become interesting to study factors that influence a person’s choice of using Internet banking over the traditional means of banking. A series of different techniques, such as structural equation modelling and confirmatory factor analysis, were used to determine which factor has the strongest impact on the adoption of Internet banking. The research goes on to conclude that out of the four factors adopted from the UTAUP model, three factors (perceived usefulness, security, and convenience) were seen to have a significant influence while one ( social influence) had an insignificant influence. This study highlights strategies for bankers to review and modify the strategies to retain customers. Further researches can include factors others th

• Publication Date: 28-May-2017
• DOI: 10.15224/978-1-63248-124-5-39
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Abstract: The success of industry depends on the service quality it provides for its customers. Studies show that employees’ emotional labor is a crucial factor which influences service quality. However, past research on how the surface acting and deep acting of emotional labor impact staff’s performance has demonstrated inconsistent results, which indicates a possible moderator variable, might exist. According to the social cognitive theory, the present study holds the view that personal behaviors can be influenced by both personal and environmental factors. Taking this notion into account, the current study is to investigate the moderating effect of aesthetic labor and aesthetic value combination of supervisor-subordinate. The findings of the current study suggest that in a high-level aesthetic labor context, staff that employ surface acting can enhance the positive impact on service quality. Those who employ deep acting in a high-level aesthetic labor context can also help enhance the positiv

• Publication Date: 28-May-2017
• DOI: 10.15224/978-1-63248-124-5-40
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• Downloads: 0