Case Study Design Research Articles

Navigating new waters: The academic learning experiences of international postgraduate taught students in UK higher education

ABSTRACT This study explores the academic learning experiences of international postgraduate taught students at a UK university. Employing a longitudinal case study design, the study collected data from 168 interviews and 3 group sessions with 12 students. The findings reveal three principal themes: evolving motivations for studying abroad, the variability of lecturer support, and the impact of cultural and linguistic barriers on classroom participation. Students’ initial motivations centred on academic advancements evolve into a broader appreciation for personal and cultural growth, while lecturer support is shown to be crucial yet inconsistent, significantly affecting students’ academic success. Additionally, cultural norms and language proficiency significantly contribute to students’ reluctance to participate in classroom discussions. The study contributes to the broader discourse on international education by providing practical implications for educational stakeholders on how to enhance support systems, tailor teaching methods, and create more inclusive academic environments that address the needs of these students.

Unraveling Intrinsic Motivation: The Key to Empowering Teacher Professional Growth

Purpose of the Study: This study explores the pivotal role of intrinsic motivation in driving the professional development of early childhood education (ECE) and kindergarten teachers, focusing on how it influences their teaching practices, adaptability, and overall job satisfaction. Methodology: A qualitative approach with a case study design was employed, involving purposively selected ECE and kindergarten teachers from multiple schools. Participants had at least five years of teaching experience and demonstrated active engagement in professional skill development. Data were gathered through in-depth interviews and participatory observations and then analyzed using thematic analysis to uncover recurring patterns and insights. Main Findings: The study reveals that intrinsic motivation significantly shapes the professional growth of ECE teachers. Motivated teachers are likelier to adopt innovative teaching methods, integrate new technologies into their classrooms, and demonstrate resilience in managing challenges. They display a heightened sense of responsibility for their students’ holistic development and report greater job satisfaction. Moreover, intrinsic motivation fosters creativity and adaptability, enabling teachers to craft engaging learning experiences. This, in turn, positively impacts student outcomes, as intrinsically motivated teachers create dynamic, supportive environments that enhance student engagement and facilitate social-emotional growth. Novelty/Originality of the Study: Underexplored connection between intrinsic motivation and professional development in early childhood education. The study underscores the need for fostering intrinsic motivation in teacher training programs by linking teacher motivation to innovation, resilience, and student engagement. Furthermore, it provides actionable insights into designing interventions and policies prioritizing intrinsic drivers, contributing to sustainable teacher development and improved educational quality.

Unfolding Transnational students’ Writing Challenges in Two Different Languages Across Borders

ABSTRACT This is a qualitative study that addresses writing challenges transnational students face as a result of the transition from an American educational system to a Mexican one. Seven transnational students from an undergraduate program in English Language Teaching (ELT) took part in the study. A case study design was adopted; students were taught for eight weeks how to write an introduction to a research paper following a modified version of Tardy’s (2019) genre pedagogy. Two semi-structured interviews and a focus group were conducted at different phases of the study. We also collected students’ drafts and the final version of the introduction to a research paper. This article, however, reports the results of the first interview that was analyzed by means of thematic analysis. Results reveal that students have some difficulties with the organization of texts in English despite their immersion in an English-speaking environment, and students acknowledge that some Mexican teachers overstress the use of grammar when teaching writing in English. This paper contributes to the English as a Foreign Language (EFL) field because it informs English teachers about some academic writing difficulties that transnational students face.

Flexible working arrangement scenario planning for the social security agency for employment

This study investigates the readiness of the Social Security Agency for Employment (BPJS Ketenagakerjaan) to implement flexible working arrangements (FWAs) in response to the evolving work landscape post-COVID-19. With the Indonesian government's reclassification of the pandemic, organizations are reconsidering their work models, making it crucial to assess their preparedness for hybrid work systems. The research employs a case study design with a descriptive approach, utilizing the TAIDA method to develop planning scenarios. Data collection includes primary data from in-depth interviews with experts and secondary data from relevant literature and internal documents. Findings reveal that BPJS Ketenagakerjaan demonstrates a very good level of readiness across various dimensions, including technology and management, with an overall readiness index of 82.58. However, the mobility policy dimension indicated potential improvement areas. The study highlights the importance of establishing clear policies and standard operating procedures to support remote work, particularly for employees with specific health needs. The implications of this research are significant for BPJS Ketenagakerjaan as it provides a structured framework for enhancing organizational readiness for FWAs, ensuring employee engagement and satisfaction. This study contributes to the broader discourse on flexible work arrangements, offering practical guidance for public service organizations navigating the complexities of hybrid work implementation.

Fostering Character Education Through Speech Implementation: A Case Study of Language Learning in Indonesia

Objective: This study examines the implementation of speech acts in strengthening character education through Indonesian language learning at SMA Negeri Rawalo Banyumas. Specifically, it analyzes how illocutionary and perlocutionary speech acts are utilized by teachers to build students' character, focusing on values such as integrity, responsibility, discipline, and a love of reading. Theoretical Framework: The study is grounded in pragmatics, particularly the theory of speech acts, including illocutionary acts (expressive, commissive, verdictive, and expositive) and perlocutionary acts (representative, directive, commissive, and expressive). This framework underpins the analysis of how language use can serve as a medium to internalize moral values and foster character education in formal educational contexts. Method: A qualitative descriptive approach was used, with a case study design. Data were collected through participatory observation, in-depth interviews, and document analysis. These methods provided a comprehensive understanding of the strategic use of speech acts by teachers in Indonesian language classes. Results and Discussion: The results show that teachers strategically employ various speech acts to create a conducive learning environment for character education. Verbal expressions combined with concrete actions effectively internalize values such as integrity, responsibility, discipline, and a love of reading. Thematic analysis reveals that speech acts serve not only as communication tools but also as mechanisms for moral education in the classroom. Research Implications: This study highlights the crucial role of teachers in shaping students' character through effective speech acts. The findings offer practical recommendations for integrating speech act strategies into teaching practices to strengthen character education, which can also be applied to other subjects for a holistic educational approach. Originality/Value: This research contributes both theoretically and practically to the study of pragmatics and education. It provides novel insights into how speech acts can be integrated into teaching strategies to reinforce character education, particularly within the context of Indonesian language learning. The study emphasizes the importance of embedding moral values into formal education processes to nurture well-rounded individuals.

Thirsting for solutions: Unpacking inadequate water provision in rural communities

Background: In South Africa, access to water is not equally spread across the population. As a result, 19% of those living in rural areas lack access to a dependable water source and 33% lack basic sanitation services.Aim: This study aimed to identify obstacles municipalities face in delivering water services to rural communities and challenges surrounding water scarcity.Setting: This study focused on the rural areas of the Amathole District Municipality in the Eastern Cape province, South Africa.Methods: A qualitative research approach was employed, with a case study design and an interpretivism paradigm. The data collection process utilised semi-structured interviews and a thematic analysis to interpret the findings comprehensively.Results: Findings reveal that ageing infrastructure, ineffective governance structures, limited financial resources, and uneven distribution of water resources exacerbate the problem.Conclusion: Part of the recommendations is that significant investment is needed in upgrading water infrastructure, particularly in rural areas, and governance structures should be strengthened to ensure effective management and equitable distribution of water resources.Contribution: Through delineating strategic recommendations, this study identified the root causes behind insufficient water provision within rural communities. This contributes to the direction of policymaking efforts and expands its impact on future researchers within the field of public administration. Moreover, to bridge the gap between ensuring adequate water provision and promoting efficient water utilisation, it makes strategic proposals for improving water management and distribution, which will affect policymaking and future public administration research.

Using inquiry-based learning approach in the teaching process of divisibility rules

Abstract The aim of this study is to reveal the impact of Inquiry-Based Learning (IBL) on students’ ability to come up with the rules of divisibility themselves and on their academic achievement in the 8th grade Mathematics course as well as to obtain students’ views on the learning and teaching process, through the use of a mixed-methods sequential explanatory design. The quantitative part of the study was composed of a one-group pre-test–post-test design, while the qualitative part involved a case study design. The sample group consisted of 20 students studying in the 8th grade of a secondary school in the 2020/21 academic year. At the end of the procedure, interviews were held with four students. The relevant data analysis indicated that the students’ level of readiness regarding the divisibility rules was not at a sufficient level, and that the difference between the pre-test and post-test scores was statistically significant with a high positive effect size on the students’ academic achievement. The results based on student views revealed that the rules forgotten due to memorization turned out to become permanent with the use of the IBL activities for learning the divisibility rules, that the students understood the subject matter better, that they came up with the divisibility rules themselves during the implementation of the activities, and that they enjoyed such a learning process.

Supportive mechanisms in enhancing teachers’ agency for inclusive educational practices in rural Lesotho schools

Recently, the government of Lesotho has intensified its focus on promoting inclusive education across all sectors, driven by a commitment to enhance access to quality education and improve learners’ success. Despite these efforts, challenges persist, particularly in rural schools, which are often disadvantaged and face difficulties in fully implementing inclusive educational practices. Although the overarching goal of inclusive education remains vital for ensuring access and success for all learners, effective implementation necessitates enhanced teacher skills and knowledge. This paper explores the supportive mechanisms that enhance teachers’ agency for inclusive educational practices in rural Lesotho schools. It further examines their perspectives on fostering inclusive education. A qualitative transformative approach was adopted through a participatory case study design. Data were generated through focus group discussions with two groups of six teachers, totalling twelve participants, from two rural primary schools in Lesotho. These discussions were then analysed using a thematic approach. The findings illuminate supportive mechanisms that can enhance teachers’ agency in fostering inclusive educational practices. Additionally, the paper identifies a significant lack of explicit acknowledgement of teachers' agency within Lesotho's inclusive education practices. There tends to be a tendency to blame teachers rather than recognise and build upon their strengths. Consequently, acknowledging and leveraging teachers' resilience is highlighted as crucial. The paper advocates for the effective implementation of inclusive education in Lesotho by strengthening rural educators, emphasising the significance of an asset-based approach to challenge the notion of rural insufficiency rather than the richness of resources needed for successful inclusive education.

The challenges and opportunities of women working in weaving cultural clothes at Bahir-Dar City, Bahirdar, Ethiopia

BackgroundCultural weaving is a crucial component of the cotton industry, linking rural and urban households through traditional handcrafts and providing income for women, thereby enhancing family livelihoods. The demand for hand-woven garments is on the rise, although a study from 2003 to 2009 revealed a decrease in skill-based wage premiums and a slight wage penalty for women in the garment sector. Traditionally, men and women have collaborated in fabric production, with men handling weaving and women focusing on decoration. Ethiopia is highlighted as a prominent African country for its rich cultural clothing and diverse ethnic heritage.MethodThe study employed a qualitative research method with a case study design. Participants were selected through purposive and availability sampling for semi-structured interviews and focus group discussions. After reaching saturation with fourteen weavers and key informants, data were analyzed using thematic analysis.ResultThe study highlights that women weavers of cultural clothes face numerous challenges, including socio-cultural issues, psychological problems, and economic difficulties such as material shortages and outdated technology. Despite these obstacles, there are opportunities for improvement through institutional support, training programs, and social networking. Ultimately, these women benefit from income generation, work flexibility, skill development, and enhanced social satisfaction, positively impacting their lives and their families' livelihoods.ConclusionThe study suggests that the Women, Children, and Social Affairs Office of Keeble should systematically address the challenges faced by women weavers, particularly regarding access to essential services and materials. Additionally, it calls for a shift in community attitudes to recognize weaving as a valuable profession that can improve lives rather than being viewed negatively.

Girls leading the conversation: harnessing the potential of podcasting for informal and project-based learning

This study aimed to explore the implementation of project-based learning (PBL) principles in informal STEM education, focusing on the experiences of Underrepresented Racially Minoritized (UUREM) girls during a week-long residential STEM summer camp. Utilizing a single case study design, the researchers investigated how PBL facilitates engagement and understanding of STEM concepts through podcasting activities. Participants engaged in immersive exploration, integrating their research on podcasting and interviewing women in STEM fields. Data were collected from participants’ podcast recordings, scripts, and collaborative chat logs. The study revealed insights into collaboration, creativity, scriptwriting, recording, and editing among student groups. Overall, the findings underscore the importance of fostering teamwork and enhancing students’ creative and technical capabilities in project-based learning environments. Integrating PBL within informal learning environments is crucial for supporting UUREM girls in STEM education. This approach not only fosters engagement but also promotes an inclusive atmosphere where diverse perspectives are valued. The study advocates for the expansion of PBL initiatives in informal learning contexts, emphasizing the importance of diversity and inclusion. By empowering UUREM girls through targeted STEM programs, educators can cultivate a generation of confident and capable learners prepared to thrive in STEM fields.

The Implications of Integrating Naturalised Refugees on National Security in Tanzania: Insights from Katumba Old Settlement

The threats of flight-related factors of the integrated refugees on Tanzania’s national security have not been given serious attention. The article examined the effect of the 162,156 integrated refugee who fled their country of origin due to ethnic, economic, political, and religious conflicts. The study adopted a case study design mixing both qualitative and quantitative approaches. The data were collected through; a survey, in-depth interviews, direct observation, focus group discussion, and document review. It drew data from a sample of 397 involving both naturalised refugees (IRs) and native Tanzanians (NTs) who have been living in the study area and 31 key informants were purposely selected for qualitative data. Both naturalised refugees and Tanzania citizens who have been living in the study area were the source of data. The descriptive data was analysed using Statistical Package for Social Science (SPSS) software while content analysis was used for interview and FGDs data. The findings revealed that IRs are a threat to national security because those who fled due to ethnic conflicts are somewhat malintegrated as they have continued to organize along ethnic lines. Those who fled due to economic factors are more susceptible to criminality and those who fled due to political conflicts are a threat because they have divided loyalty. The paper concludes that ethnic malintegration, susceptibility to criminality and divided loyalty are key threats posed by IRs to national security. It recommends re-evaluating refugee integration, including long-term and sustainable strategies for mass naturalisation to promote resilience, refugee policy, security models, settlement plans, and civic education for both NTs and IRs.

Exploring the quality of end-of-life care in the intensive care unit: a qualitative multiple case study approach with family members of Muslim patients

ObjectiveMuslim patients are an underrepresented community in end-of-life care research, with little evidence around factors that influence the quality and experience of care. The aim of this study was to...

Strengthening public health education and humanitarian response through academic volunteerism

IntroductionVolunteers are an integral part of the International Red Cross and Red Crescent (RCRC) Movement, with over 16 million people actively contributing to humanitarian action worldwide. Academic volunteerism within the Movement includes contributions from students, volunteers and professionals from academic institutions who offer their time and expertise. In this study we aimed to understand the process of embedding academic volunteers in humanitarian organizations such as the Canadian Red Cross (CRC) and assess the impact of their activities within the realm of public health education.MethodsWe used a qualitative case study design with an instrumental approach. All documents related to academic volunteers within the CRC database from September 2018 to August 2023 were gathered and reviewed. Data related to the processes around engaging with volunteers, timelines, outcomes and feedback surveys from students and staff members were extracted and a content analysis was conducted. A return-on-investment analysis (ROI) was conducted to assess the financial impact of engaging academic volunteers.ResultsA total of 68 academic volunteers were engaged with CRC, including unpaid or partially paid master’s students, doctoral and postdoctoral fellows, and student volunteers. The collaboration between CRC and academic volunteers contributed to educational enrichment, professional development, knowledge transfer, operational efficiency, and talent pool expansion. Results from a survey on academic volunteerism further highlighted benefits such as maintaining project schedules, promoting diversity, and amplifying the Movement’s voice on important matters. The return on investment for unpaid academic volunteers and Masters students was 70%. A five-fold increase was measured for partially paid academic volunteers resulting in 486% ROI.DiscussionAcademic volunteerism yields mutual benefits for students, academic researchers, and humanitarian organizations. These volunteers enhance operational efficiency and fortify resilience, fostering adaptability amid challenges. They play a crucial role in strengthening evidence-based programming within organizations like CRC and bolstering their capacity to address emerging health issues. These volunteers constitute a valuable talent pool, bringing organizational knowledge and experience to the table. They provide critical support for scaling up programs, especially during emergency situations, offering innovative solutions to address human resource shortages driven by funding constraints.

Urban Planning and Development: A Case Study of Sustainable Zonal Development and Infrastructure Design for Hindaun City (North Zone)

This dissertation examines the urban planning and development strategies for Hindaun City's North Zone through the creation of a Zonal Development Plan (ZDP) for 2036. Hindaun City, a significant urban center in Rajasthan, is experiencing rapid population growth and urbanization, necessitating a comprehensive and sustainable development plan. The Master Plan for Hindaun City 2036 provides a broad framework, and this dissertation delves into the specific proposals for the North Zone, known as Zone A. The research employs a multi-method approach, including Geographic Information System (GIS) mapping, analysis of existing conditions, stakeholder consultations, and policy reviews. The study identifies critical areas for intervention in residential, commercial, industrial, and recreational sectors, proposing detailed land use plans and infrastructure improvements. Special attention is given to enhancing social and physical infrastructure, addressing environmental sustainability, and ensuring equitable development. Key findings reveal that while Hindaun City has made significant strides in urban development, challenges such as inadequate infrastructure, unplanned growth, and environmental degradation persist. The proposed ZDP aims to address these issues through targeted policies and strategic interventions. The dissertation concludes with recommendations for implementing the ZDP effectively, emphasizing the need for continuous monitoring, stakeholder engagement, and adaptive management to ensure the plan's success. By providing a detailed case study of Hindaun City's North Zone, this dissertation contributes to the broader discourse on urban planning and development in rapidly growing cities. The findings and recommendations offer valuable insights for policymakers, urban planners, and researchers focused on sustainable urban development Key Words: urbanization , GIS , ZDP , policymakers

Group coaching integrated into national school leadership programs for professional development of school leaders: A similar, yet different approach at a Norwegian and Swedish university

A growing body of research has emphasized coaching as a key approach to the professional development of school leaders. In many countries, coaching in one form or another is integrated into national school leadership programs. This article reports on a study exploring a specific form of coaching, group coaching, integrated into two national school leadership training programs in Norway and Sweden. The study aims to contribute extended knowledge about how group coaching integrated into such programs can support school leaders’ professional development by examining how a similar yet different group coaching approach, might impact the challenges school leaders bring forth for coaching and how school leaders experience the significance of group coaching in dealing with the challenges in their daily practices. A qualitative collective case study design was adopted, and data was collected through observations, interviews, and questionnaires. Qualitative reflexive thematic analysis was performed. The study shows differences in the type of challenges the school leaders participating in the Norwegian and the Swedish programs brought forth for group coaching and how they experienced the group coaching process to support them in reflecting, understanding, and acting on the challenges in new ways.

Influencing Factors of Organizational Citizenship Behavior (OCB) Among Civil Servants (PNS) In Organization X

Organizational Citizenship Behavior (OCB) has an important role in the success and effectiveness of an organization, including: improving organizational work, increasing job satisfaction, building a positive work culture, improving the organization's work image, and encouraging innovation and positive change. This research uses a case study design because the main research problem is the analysis of OCB in employees in an organization and because this design is a more appropriate strategy when it comes to why something happened. This research aims to describe the factors that influence Organizational Citizenship Behavior (OCB) in Civil Servants in Organisasi X. The type of research used by researchers is descriptive qualitative research. Based on the results of observations and interviews, Organizational Citizenship Behavior (OCB) implemented by Civil Servants (PNS) in Organization These factors have a positive relationship with OCB, which is directly proportional to the increase in OCB as per the research results described above. The relationship between employees (superiors and subordinates) is very good as can be seen from the attitudes and behavior applied in work life. Even though OCB is not yet fully implemented by all employees, there are ongoing improvement efforts to achieve organizational goals. Subordinates carry out their duties as they should and superiors carry out monitoring and evaluation to ensure activities run smoothly. Obstacles that arise in carrying out tasks are immediately conveyed to superiors and/or related units so that they can be followed up immediately so that no work is missed. As for corrections to a job, they will be carried out with full responsibility based on previous experience.

Cultural Factors Affecting English Performance in Rwandan Public Higher Learning Institutions: A Case Study of Third-Year Students at the University of Rwanda

Research has shown that cultural factors may affect the learning of a second language. However, no such a study has been conducted in Rwanda to identify cultural factors that may affect the acquisition of English. The present research, therefore, was carried out to explore the effect that cultural factors exerted on the students’ performance in the English language. The study was guided by Vygosky’s socio-cultural theory according to which one’s culture is among factors influencing performance in a second/foreign language. The target population was third-year students from the University of Rwanda. Using a case study design, the study hinged on qualitative approach to conduct one-on-one semi-structured interviews with 109 respondents recruited through random procedure from a population of 1257 students. For data analysis, the inductive approach was applied and emerging themes from students’ responses were grouped into typologies. Findings revealed that most respondents believed cultural factors were detrimental to the development of proficiency in English while few attested that these factors affected their English positively. The findings also allowed the researchers to make recommendations to policy makers and teachers for promoting students’ communication skills in English.

The Challenges Faced by Trade Unions in Improving Employee Welfare and Strategies to Address Them: A Case of the Tanzania Union of Government and Health Employees (TUGHE) at the National Health Insurance Fund (NHIF)

This study explored the challenges trade unions face in improving employee welfare and strategies to curb them drawing from the functions of the Tanzania Union of Government and Health Employees (TUGHE) in the National Health Insurance Fund (NHIF). The study used the Scarcity Consciousness Theory which advocates that individuals' or groups’ perception of the insufficiency of resources influences their decision making. The study employed a case study design and specifically the qualitative approach. The targeted population was the National Health Insurance Fund (NHIF) employees at Dodoma Municipality, whose estimated number was two hundred and sixteen (216). A sample of one hundred and twenty (120) TUGHE participants was selected using probability and non-probability sampling techniques. Data was collected using a questionnaire and interview. In data analysis specifically, content analysis coupled with simple descriptive statistics was applied. The findings indicated that in improving employees' welfare at NHIF, TUGHE officers face high expectations from employees, pressure from members, misunderstanding, high deduction fees, and lack of office space. As the strategies to overcome these challenges, the trade union provides education, engages in negotiations, ensures transparency, and organizes meetings and discussions. The study concludes that TUGHE should maintain transparency in its decision-making processes, should strengthen financial management, and communication among members. The study recommends the enhancement of communication channels, advocacy for legal protections, and regular meetings as ways to overcome the challenges and improve the employees’ welfare in the workplace.

Examining Roma Primary School Students' Expectations From School

Objective: The aim of this study is to reveal what the expectations of Roma primary school students residing in Doğanlar Neighborhood in Konya are from school. Theoretical Framework: The basis of this research is the expectations of Roma students from school. There are not many studies on Roma students in the literature. This research is important in terms of revealing the expectations of Roma students from school in Turkey and it is thought to contribute to the literature. Method: In accordance with the purpose and subject of this research, the case study design was preferred among the qualitative research designs. In this design, one or more situations are investigated in detail. Case study allows the researcher to examine the events in depth (Yıldırım and Şimşek, 2013). Results and Discussion: • Roma students look up to bad role models in their families and surroundings and have low expectations from school, Roma students are excluded by some of their friends and teachers at school, and they have expectations of being accepted and adopted, The low level of education of Roma families means that education and school do not mean anything to them, and for this reason, Roma primary school students' hopes for school are broken and their expectations from school are negatively affected. Girls are made to work in housework and are married off at an early age for various reasons, while boys are made to work to contribute to the family's budget and are married off at an early age, which negatively affects their school prospects. It has also been concluded that Roma people have concerns about employment, and that Roma students have no expectations from the future and have no expectations from school, considering the bad examples around them. Research Implications: The practical and theoretical implications of this research are discussed, providing insights into how the results can be applied or influence practices in the field of [insert field of study]. These implications could encompass [list impacted areas or sectors]. Originality/Value: This study is completely original as it has not been done before. Examining the expectations of Roma students from school will contribute to the literature and the field of educational sciences.

OMNICHANNEL STRATEGY IN IMPROVING CUSTOMER EXPERIENCE IN THE DIGITAL ERA (CASE STUDY ON SYARAH BAKERY BENGKULU CUSTOMERS)

This study aims to analyze the impact of implementing an omnichannel strategy in enhancing customer experience at Syarah Bakery, an SME in Bengkulu. Given the intense competition in the local bakery industry, this research focuses on how the integration of online and offline channels can create a consistent and satisfying experience for customers. The approach used in this study is quantitative with a case study design, where data was collected through questionnaires and interviews with customers and the manager of Syarah Bakery. The study sample consisted of 350 respondents who had used various service channels. The results of the analysis using the Partial Least Squares (PLS) method indicate that service consistency, channel integration, service personalization, ease of access, and responsiveness significantly influence customer experience, with an R² value of 0.68. These findings highlight the importance of service consistency and channel integration in creating seamless customer experience. The study also provides recommendations for Syarah Bakery to improve their omnichannel strategy through service personalization, ease of access, and responsiveness to enhance customer satisfaction and loyalty in the digital era.