Electronic Services Research Articles

Effect of United States Medical Licensing Examination Score Cutoffs on Recruitment of Underrepresented Applicants in the Urology Match

To determine how the use of United States Medical Licensing Examination (USMLE) score cutoffs during the screening process of the Urology Residency Match Program may affect recruitment of applicants who are underrepresented in medicine (URM). Deidentified data from the Association of American Medical Colleges' (AAMC) Electronic Residency Application Service (ERAS) system was reviewed, representing all applicants to our institution's urology residency program from 2018 to 2022. We analyzed self-reported demographic variables including race/ethnicity, age, sex/gender, as well as USMLE Step 1 and Step 2 scores. Chi-square tests and ANOVA were used to determine the association between race/ethnicity and other sociodemographic factors and academic metrics. Applicants were stratified according to USMLE Step 1 cutoff scores and the distribution of applicants by race/ethnicity was assessed using a Gaussian nonlinear regression fit. A total of 1258 applicants submitted applications to our program during the 5-year period, including 872 males (69.3%) and 386 females (30.7%). Most applicants were White (43.5%), followed by Asian (28.3%), Hispanic/Latino (11.7%), and Black (7.0%). There was an association between race/ethnicity and USMLE scores. Median USMLE Step 1 scores for White, Asian, Hispanic/Latino, and Black applicants were 242, 242, 237, and 232, respectively (P<.001). As cutoff score increases, percentage of URM applicants decreases. The use of cutoffs based on USMLE scores disproportionately affects URM applicants. Transitioning from numeric scores to pass/fail may enhance holistic review processes and increase the representation of URM applicants offered interviews at urology residency programs.

Orthopaedic Personal Statement Thematic Review: Does Topic Matter?

In the process of applying into medical residency, the Electronic Residency Application Service (ERAS) requires critical documents including a personal statement. Utility of personal statements are questioned based on suspected congruity of the content within personal statements among those who apply into orthopaedic surgery. The goal of this study was to identify and categorize the thematic elements found within the 2021 to 2022 personal statements of orthopaedic surgery applicants at a single institution and assess a correlation to interview invitation. Deidentified personal statements among 2021 to 2022 ERAS applicants were reviewed by the research staff and categorized into one of the proposed themes. Three hundred ninty-four applications passed initial screening filters, and 49 applicants were granted an interview. Proposed themes that were collected included: family of physician, working with hands, history of injury/disease, prior professional setting, immigration/travel, athlete/sports, reapplication, previous clinical experience, and other. χ2 test was used to analyze categorical themes and additional univariate group-to-group comparisons. Multivariate principal component analysis was performed to determine which themes were associated with interview invitation. There was a significant difference in theme selection for an applicant's personal statement (χ2 = 209.5, p < 0.001), but no statistical difference was observed between each individual categorical themes and interview selection. Univariate group-to-group comparison demonstrated greater interview rates between immigration/travel compared with reapplicant and family of physician compared with working with hands. Multivariate principal component analysis demonstrated immigration/travel as the theme with a positive correlation toward an interview invitation. Despite a significant focus of the application process into orthopaedic surgery residencies, our single-institution study did observe specific themes that were more prevalent. There was an increased interview rate between applicant's themes for immigration/travel and family of physician when comparing groups. Immigration/travel was also identified as the only significant theme associated with interview invitation which may be due to the recent emphasis on promoting diversity within orthopaedic surgery.

Increasing Diversity in Orthopaedic Surgery Residency: A Case Report of One Program's Experience Using Pipeline Programs.

African American, Hispanic, Asian, and Pacific Islanders are groups who are underrepresented in medicine (URM groups). Similarly, although women comprise more than 50% of medical students in the United States, women comprise a smaller percentage of all orthopaedic surgery trainees. Therefore, underrepresented in orthopaedics (URiO) represents the URM groups and women. The purpose of this study is to examine the impact of specific steps to recruit a qualified, diverse trainee complement within a single academic orthopaedic surgery residency program between 2000 and 2023. We aim to explore changes in the representation of URiO during this period as well as explore the strategies and programs implemented by the department that may have impacted recruitment of a diverse complement of trainees. Match lists from a large, academic, orthopaedic surgery residency between 2000 and 2023 were collected and reviewed for racial and gender data. Match lists were then divided into 6-year quantiles to identify any trends in the recruitment of URiO students. Self-reported racial and gender data from Electronic Residency Application Service applicant reports and the Accreditation Council for Graduate Medical Education (ACGME) data books between 2018 and 2022 were collected and reviewed. In addition, the department's strategies implemented during the study period with the goal of enhancing URiO exposure to orthopaedic surgery were also explored. The department implemented proactive strategies to increase exposure to orthopaedic surgery for URiO students. An increase in URiO representation was noted between 2000 and 2023 with Hispanic, Black/African American, and Native Hawaiian/Pacific Islander resident representation increasing by 5%, 11%, and 1%, respectively. In addition, women representation increased by 27% between 2000 and 2023. The overall attrition rate among URiO residents was 1% with only one resident not completing the program. Self-reported racial and gender data from ACGME data books demonstrated that Black/African American, Hispanic, and Native Hawaiian/Pacific Islander residents comprised 5%, 4%, and 0.04%, respectively, of orthopaedic surgery residents between 2018 and 2022. These results provide insight for other programs to use similar strategies to potentially improve recruitment, retain, and provide support to URiO residents.

Changes in Gender and Racial/Ethnic Diversity in US Residency Program Applications From 2018 to 2022.

Background Residency application patterns by gender and race/ethnicity offer important insights about diversity in residency recruitment. It is unknown how the COVID-19 pandemic and virtual interviewing affected these patterns. Objective We hypothesized that the introduction of virtual interviews caused an increase in applications submitted per applicant and that there may be differences by gender and race/ethnicity. Methods We extracted publicly reported Electronic Residency Application Service application data from 2018 to 2022 for 14 residency specialties with 1000 or more applicants in 2022 by self-reported gender and underrepresented in medicine (UIM) status. We compared patterns before and after virtual interviews were introduced in 2021. Results Among 401 480 residency applicants, the average number of applications submitted per applicant increased for all specialties between 2018 and 2022 across gender and race/ethnicity. Across all years, women applied to more programs than men in 5 specialties (dermatology, neurology, obstetrics/gynecology, pediatrics, and surgery), whereas men applied to more programs than women in 3 (anesthesia, family medicine, and physical medicine and rehabilitation). Across all years, non-UIM applicants applied to more programs than UIM applicants in all 14 specialties. There were no clear changes in application patterns by gender and race/ethnicity during in-person versus virtual interview years. Conclusions The average number of applications submitted per applicant increased over time across gender and race/ethnicity. In some specialties, women applied to more programs than men, and in others vice-versa, whereas non-UIM applicants applied to more programs than UIM applicants in all specialties. Virtual interviews did not change these patterns.

Gender parity in neurosurgery residencies: an analysis.

The number of women graduating from United States medical schools has reached parity with that of men. However, persistent inequalities and barriers have slowed the pace toward equity in application and representation in neurosurgery residency despite initiatives to increase female representation. The objective of the present study was to assess the advancement of gender parity within neurosurgery residency programs. Additionally, the study aimed to analyze the pipeline dynamics by investigating the effects of attrition on women in neurosurgery, as well as exploring the patterns of female applications to neurosurgery residency programs versus other surgical specialties. Data on the number of active female neurosurgery residents and female applicants to neurosurgery were collected from the Accreditation Council for Graduate Medical Education Data Resource Book from 2007 to 2021 and Electronic Residency Application Service from 2014 to 2022. Linear regression analysis was used to predict the percent of active female residents based on academic year (AY). A Pearson chi-square test was used to determine the odds of a female applying to neurosurgery. The percent of active female residents in neurosurgery increased from 11.0% in 2007 to 21.8% in 2021. Bivariate linear regression analysis using AY as a predictor of the percent of active females showed a statistically significant correlation. On average, the percent of active female residents increased by 0.65% per year. If trends persist, parity for females in neurosurgery will not be reached until 2069. Linear regression analysis of the overall rate of attrition in neurosurgery as a predictor of the percent of active female residents revealed that for every 1% increase in the rate of attrition, the percent of active female residents decreased by 2.91% (p = 0.001). The percent of female applicants to neurosurgery increased from 19.6% in 2014 to 29.8% in 2022 (p = 0.009), yet the odds of a female applying to neurosurgery remain low. Neurosurgery continues to struggle with the recruitment of female medical students even as parity has been reached for female medical school matriculants. Greater effort is needed to recruit and retain female applicants to neurosurgery, including increased transparency in match and attrition metrics.

AI-Driven Data Analytics and Intent-Based Networking for Orchestration and Control of B5G Consumer Electronics Services

AI-Driven Data Analytics and Intent-Based Networking for Orchestration and Control of B5G Consumer Electronics Services

ВПЛИВ ЦИФРОВИХ ТРАНСФОРМАЦІЙ НА СФЕРУ ПУБЛІЧНИХ ПОСЛУГ

One of the strategic goals of the Ministry of Digital Transformation of Ukraine is to transfer 90% of public services to an online format by 2024 so that the majority of Ukrainians can use online services and other digital products. Providing public services in an online format increases their accessibility for the population, saves resources of the state and communities, reduces the influence of the "human" factor and reduces corruption risks. In Ukraine, a lot of work has already been done in this direction: a large number of public services have been transferred to the online format, mobile applications have been developed for them, and work is underway to popularize their use among the population. However, a number of issues related to the integration of existing and new services into a single web portal and increasing the level of digital literacy of the population remain unsolved. Such a situation actualizes the topic of the selected research. Purpose of the study is to study the impact of digital transformations on the sphere of public services of the national economy. The research hypothesis is the interpretation of the digital economy as an important tool for increasing the availability of public services for various population groups and promoting their inclusiveness. In the process of research, methods of a system approach and data summarization were used to study the impact of digital transformations on the sphere of public services. In addition, general scientific and empirical methods and tools of economic science, methods of analysis and synthesis, comparison, summary and grouping were used. The processes of penetration of digital technologies into the system of providing public services at the regional level have been studied, the most popular types of public services that can be obtained today with the help of digital technologies have been singled out: SRCSA services (state registration of civil status acts); registration of FOP; accrual for registration of e-pensions; electronic driver's office; HELSI (doctor's appointment, medical card, e-prescriptions and treatment plan); state land cadaster, etc. During the research, it was established that the vast majority of the analyzed types of electronic services were integrated into «Dia». But there are still a number of electronic services that work autonomously. It is proposed to focus further development of the field of electronic services on: systematic expansion of the list of services provided online; integration of online services for the provision of electronic services into a single portal «Dia»; system modernization of the mobile application of the single portal «Dia» taking into account innovations; increasing the level of cyber security; expanding the possibility of connecting to the Internet; increasing the level of digital literacy of citizens. Further research should be focused on assessing the level of accessibility and quality of electronic public services.

ANALISIS E-SERVICE QUALITY TERHADAP E-LOYALTY: STUDI PENGGUNA GOPAY PADA GENERASI X, Y, DAN Z

Background: The use of Electronic Payment Systems has permeated daily life, influencing the financial habits of various generations. In this context, GoPay, as a Digital Payment System provider, needs to understand the impact of Electronic Service Quality (E-SerQual) on the financial habits and consumer loyalty of Generation X, Millennials, and Generation Z. Research Objective: The study aims to investigate how E-SerQual on GoPay affects the level of user loyalty across three different generations. Factors such as system availability, fulfillment, responsiveness, and compensation will be evaluated to understand their impact on users' decisions to continue using the GoPay service. Method: The research employs a quantitative confirmatory method using the Smart PLS application. One hundred fifty respondents from three generations participated, with multi-group analysis used to compare the results among Generation X, Millennials, and Generation Z. Findings: The research results indicate a positive and significant relationship between E-SerQual and E-Loyalty in all generations. Generation Z shows the most robust impact, followed by Millennials, and then Generation X. Results and Recommendations: It was found that understanding the different preferences and responses of each generation is crucial for developing more effective marketing strategies. Recommendations include enhancing the electronic service experience to improve consumer loyalty across all generations.

Measurement of Health Information Systems Using the McCall Method

In an era of technology that continues to develop rapidly, structured and detailed data management is becoming increasingly important. This allows decision makers at the Clinic to easily monitor, evaluate and plan business strategies. The information system measurement application on Klink Mitra Sadona is used to analyze the quality of the electronic registration information service system for patients. This registration system can help patients make it easier to register at the clinic. Based on this, the quality of the health information system will be measured because in this system the level of system quality is not yet known, so as to identify the accuracy, completeness and quality of the software at the clinic. The measurement method in this research uses the McCall Method. The McCall method is a method used to assess the quality of a system. The results of research based on the McCall Method show that the quality of information system measurements is very good with a percentage value of 94%, with the best indicator value, namely efficiency with a result of 72% and the integrity indicator value is the worst indicator with a result of 52%.

The Effect of Electronic Service Quality on Increasing Customer Loyalty with a Focus on Adding Diverse Product Segments

Using e-commerce platforms to improve product marketing is the right choice for every business in the digital era. According to recent research, online shopping is increasingly popular among customers who prefer to shop without physically visiting a store. This study aims to investigate the quality of electronic services provided by online e-commerce stores to encourage customer satisfaction and loyalty. This study measures the quality of electronic services in terms of website design, customer service, security/privacy, and fulfillment using the most recent WebQual model. The Partial Least Square method (SmartPLS-v3) was utilized to analyze the sample data collected using 159 respondents who met the specified criteria as the research sample. The research demonstrates that all hypotheses are found to have significant positive results. Positive correlations have been found between the four dimensions of the model and the quality of electronic services, as well as their impact on customer satisfaction and intentions to stay loyal. This study is beneficial for determining the electronic service model customers in online e-commerce stores want to gain customer loyalty.

Recent Trends in the Effect of Race and Gender on the Orthopedics Match.

Introduction Orthopedics has a reputation for being competitive but not diverse. Leaders of the orthopedics community have been making efforts to increase the participation of women and minorities in the field by raising awareness and strengthening pipeline programs. We aim to explore the trends in the risk of not matching by comparing the proportions of women and underrepresented populations in the applicant pools versus proportions in residency programs. Simultaneously, we aim to evaluate if women or underrepresented population applicantsexhibit a lower likelihood of applying to orthopedics compared to male and White applicants. Methods The study received an IRB exemption. The authors collected Accreditation Council for Graduate Medical Education (ACGME) data books for the years 2015-2016 to 2022-2023 to obtain demographic information on orthopedic residents in training during each of those academic years. The pool of corresponding applicants (for example: residents in training during the 2021-2022 academic year would consist of five classes, made up of applicants from 2016-2017 to 2020-2021) was then tabulated from Electronic Residency Applications Service (ERAS) statistics, which are publicly available on the Association of American Medical Colleges (AAMC) website. The race and gender composition of the applicant pool was compared to that of corresponding enrolled residents to calculate the relative risk (RR) of womennot matching compared to men and underrepresented population applicants (Blacks, Hispanics, Asians, and Native Americans) compared to White applicants. ERAS data was subsequently used to calculate the percentages of each demographic applying to all residency programs and orthopedic programs. Results For female applicants into orthopedic residency, they had a similar RR of going unmatched when compared to their male counterparts. In the academic year 2020-2021, there was an exception to this as women had a slightly higher RR of going unmatched. All underrepresented populations had a higher risk of not matching compared to White applicants for all cycles, peaking for residents in training in 2020-2021. The trendline improved for residents in the following year.Throughout the study, women accounted for 46.61% of applicants applying for any residency; however, they only accounted for 16.98% of applicants applying for orthopedic residency. A similar discrepancy is noted among Asian applicants but not Black or Hispanic applicants. Conclusions Underrepresented populations were increasingly less likely to match into orthopedics relative to White applicants until 2021.In the academic year of 2021-2022, there was an improvement in this trend for all studied underrepresented populations. Although the exact explanation for this is unclear, it is associated with the transition to virtual applicant interactions. The female gender did not appear to be a consistent advantage or disadvantage in the match. Women and Asian applicants were less likely to apply to orthopedics than other specialties.

Influence Characteristics of Electronic Payment Platform Service on User Behavior

Influence Characteristics of Electronic Payment Platform Service on User Behavior

Social Inclusion of Adults with a Light Intellectual Disability

Problem: How do adults with a light intellectual disability manifest social inclusion? Method: qualitative research conducted by means od in-depth interview. The empirical material was interpreted by using the assumptions of the hermeneutical-phenomenological perspective. The research involved 15 adults with a light intellectual disability aged 23-37 from Poland. Results: The subjects have acces to health care, use public transport when needed and are familiar with digital technology and electronic banking services. Those, who are not well acquainted with electronic media use debit card. Participation in cultural events is not always well accessed by people with intellectual disability. The respondents are not exposed to social exclusion due to their economic standing. Those, who are not professionally active are offered institutional support when it is necessary. Conlusion: Light intellectual disability, in case of the group of people subject to the tests performed, does not constitute a factor limiting social incusion. Adequate cognitive resources possessed by the respondents as well as social roles they play supports their blending into the community of people without disabilities.

Deciphering the Influential Role of E-Service Quality, E-WOM, and EPayment in Shaping Customer Purchase Decisions in Tiktok Shop

This study aims to enhance our understanding of digital marketing management, particularly the impact of electronic service quality, electronic word-of-mouth, and electronic payment on customers' purchasing decisions within the realm of TikTok shops. Employing a quantitative research approach, the study encompasses a population of customers who have installed TikTok Shop on their smartphones, with a sample size of 160 respondents surveyed. The collected questionnaire data underwent analysis using SPSS, revealing that E-Service Quality, E-WOM, and E-Payment significantly influence customers' buying decisions. The research outcomes offer valuable insights for developing effective strategies to enhance business sales through TikTok Shop.

The Mediating Role of Trust and its Relationship with the Perception of Convenience and Transparency on User Satisfaction of Electronic Procurement Services

Background – In the current 4.0 industrial revolution, the government is required to be able to create innovations including in public services based on information and communication technology. In addition, E-procurement is a form of innovation based on e-government which is almost entirely accomplished by making use of information and communication technology. Aim – This study aims to determine the effect of perceived convenience and transparency on Electronic Procurement Services or LPSE user trust, the effect of ease, transparency and trust on LPSE user satisfaction, the impact of trust in mediating the effect of perceived convenience on LPSE user satisfaction, and the role of trust in mediating the effect of transparency on LPSE user satisfaction. Design / Methodology / Approach – Respondents in this study were businessmen and consultants who had participated in tenders within the Ministry of Religion D. I. Yogyakarta as many as 180 respondents using the accidental sampling technique. A quantitative method of SEM and AMOS was applied in the study. Findings – From the tested and collected data, the results show that ease and transparency perceptions affect positively and significantly on user trust. Furthermore, the feeling of convenience, transparency and trust bring a favorable and significant impact on user satisfaction. User satisfaction is unaffected by user perception through trust as an intervening variable. Research implication – Transparency has no impact on customer satisfaction through trust as an intervening variable. Limitations – Further research taking independent variables other than perceptions of convenience, transparency and trust.

The Impact of Trust and Quality of Electronic Services on Digital Bank Customer Satisfaction with the Bank Image as a Mediator

The COVID-19 pandemic and the development of information technology use in recent years have caused changes in people's behavior patterns and preferences in using digital services. This indirectly encourages the emergence of an accelerating trend of digital transformation in the bank sector in 2022, where banks massively optimize the use of digital technology in both customer products and services. This research is motivated by the development of digital banks which have become a phenomenon in the financial industry in recent years, with the needs of customers who want the speed and flexibility of bank services that are available anywhere and anytime. Customer satisfaction not only supports the survival of the bank, but also the development of the bank. Customer satisfaction in the bank is influenced by many factors such as trust because the bank operates based on the principle of customer trust, the quality of service that must be provided continuously and without interruption, and the image or image of the bank itself. Based on the above phenomenon, this study aims to analyze the role of the bank's image as a mediator of the impact of trust and quality of electronic services on digital bank customer satisfaction. The population of this study is digital bank customers located in DKI Jakarta, with a sample of 190 people. The data analysis method using the Structural Equation Model (SEM) is processed with SmartPLS version 3.29. In this study, it is known that trust does not affect customer satisfaction, the factors that make customers satisfied are the quality of service and the image of the bank.

The Influence of Intention To Use Digital Wallet Applications, E-Service Quality And Trust on Consumer Satisfaction Toward Digital Payment Applications

This research aims to see whether there is an influence between electronic service quality and trust on the decision to use electronic money services and its impact on consumer satisfaction. The population in this study is all people who use electronic money. This study's sample strategy makes use of a probability sampling process. The method of choice is straightforward random sampling. The sample for this study will consist of 100 respondents in total. Questionnaires and literature reviews were the modalities of data gathering employed in this study. The chosen method of research for this study will be quantitative research. The research methodology employed in this study is path analysis. The following conclusions were drawn from the analysis's findings: first, the e-service quality variable directly influences judgments. The trust factor is similar in that it likewise directly affects choices. Second, factors related to e-service quality and trust have a big impact on judgments at the same time. Third, decision variables, trust, and the quality of e-services all have a direct impact on customer happiness. Fourth, customer happiness is significantly impacted by decision variables, e-service quality, and trust all at the same time. Fifth, through decisions to utilize e-money services, there is an indirect relationship between e-service quality and trust and consumer happiness. Therefore, the quality of electronic services, the level of consumer trust, and purchasing decisions significantly shape consumer satisfaction, both directly and through indirect influences. These results provide an in-depth look at the factors influencing consumer decisions and satisfaction in the context of e-services.

EVALUASI APLIKASI ARAHKAN (Ayo Realisasikan Administrasi Harmonis Perikanan) DI UPT PELAYANAN USAHA PERIKANAN KECAMATAN KUNDUR

The Karimun Regency Government is improving fisheries business services through the Fisheries Service creating an online-based service innovation in the form of the ARAHKAN (Let's Realize Harmonious Fisheries) Application in realizing fisheries administration services that are fast, cheap, efficient and transparent. This research discusses matters related to the implementation of fisheries business services using technology and obstacles in application services. The aim of this research is to find out how application-based fisheries business services are at the Fisheries Business Services UPT, Kundur District, Karimun Regency. The method used in this research is a qualitative descriptive method with informants consisting of elements from the Fisheries Service, UPT and the community and using data collection techniques and tools in the form of observation, interviews and documentation. The overall research results of this application have been said to meet expectations based on the following 4 indicators: a) input: human resources, finances, adequate facilities and infrastructure. b). Process: easy procedure, more time and cost efficient. c). Output: service levels increase, such as Kube, fuel recommendations, benefits received by fisheries business actors increase. d). Outcome: fisheries business services are more effective and efficient. However, in terms of the implementation process it cannot be said to have met expectations because there are still obstacles or obstacles such as network problems, the community is not yet technologically independent. Keywords : Services, Policy Evaluation, Electronic Services

TINJAUAN HAK AKSES PEREKAM MEDIS DAN INFORMASI KESEHATAN TERHADAP DATA REKAM MEDIS ELEKTRONIK DI RUMAH SAKIT MEDIKA DRAMAGA BOGOR

Medical record access rights are the use and utilization of medical records that may only be carried out by parties who have permission for medical record data in the security and protection of electronic medical record data service facility leaders grant access rights to health workers in health care facilities the purpose of this study was to determine access rights for medical recorders and health information to electronic medical record data at the medika dramaga bogor hospital. This research method uses a qualitative descriptive method with data collection techniques in the form of observation and interviews. The sample in this study were 10 medical recorders and health information.The results of the study that standard operating procedures related to access rights are available but not yet valid and signed by the leadership of the medika dramaga bogor hospital, then regarding the implementation of pmik access rights to electronic medical record data already referring to permenkes number 24 of 2022 and PMIK problems or obstacle in accessing electronic medical record data is the exchange of information between officers regarding user id and passwords which has an impact on patient data security in the event of abuse of access rights.&#x0D; &#x0D; Keywords: access rights, medical recorders and health information, electronic medical record data

Using deep learning to enhance electronic service quality: Application to real estate websites

Electronic service quality (E-SQ) is a strategic metric for successful e-services. Among the service quality dimensions, tangibility is overlooked. However, by incorporating visuals or tangible tools, the intangible nature of e-services can be balanced. Thanks to advancements in Deep Learning for computer vision, tangible visual features can now be leveraged to enhance the browsing and searching experience electronic services. Users usually have specific search criteria to meet, but most services won't offer flexible search filters. This research emphasizes the importance of integrating visual and descriptive features to improve the tangibility and efficiency of e-services. A prime example of an electronic service that can benefit from this is real-estate websites. Searching for real estate properties that match user preferences is usually demanding and lacks visual filters, such as the Damage Level to the property. The research introduces a novel visual descriptive feature, the Damage Level, which utilizes a deep learning network known as Mask-RCNN to estimate damage in real estate images. Additionally, a model is developed to incorporate the Damage Level as a tangible feature in electronic real estate services, with the aim of enhancing the tangible customer experience.