Platform For Engagement Research Articles

What drives users impulse buying behavior in social media advertising? The roles of empathy expression and privacy concerns

ABSTRACT Social media has revolutionized advertising, providing marketers with an engaging platform. Our study explores the impact of social media ad attributes such as, emotional appeal (EA), social influence (SI), perceived relevance (PR), and usefulness (PU) on users’ attitude toward empathy expression (AEE), subsequently intention to express empathy (IEE) and impulse buying behavior (IBB). Data from 214 participants confirm that these attributes significantly shape attitude toward empathy expression, intention to express empathy, and impulse buying behavior, with attitude toward empathy expression mediating the relationships and privacy concerns (PCs) moderating it. This underscores the importance of understanding consumer perceptions to optimize marketing strategies.

The need and means for Pre-Legislative Consultation in India: MyGov and beyond

ABSTRACT This article asserts that public participation forms the bedrock of any democracy, and India, being the largest democracy in the world, ought to utilise a standardised platform for public engagement in the law-making. Through a mixed-methods approach combining quantitative analysis of legislative data (2014–2023) with qualitative case studies, and drawing from multiple sources including government records, parliamentary documents, and third-party platforms, this article reveals that despite the introduction of the Pre-Legislative Consultation Policy in 2014, its implementation remains non-binding and often overlooked. The Manual of Parliamentary Procedure in India also stipulates pre-legislative consultation but offers avenues to circumvent this process. With no constitutional or statutory mandate, the Ministry of Law and Justice maintains no records of public consultation before the formulation of legislation. As a result, a considerable number of impactful laws are enacted without the benefit of prior public consultation or transparency. Through a comparative framework of the pre-legislative consultation mechanisms of different jurisdictions, this article reveals the shortcomings in India’s legislative enactment processes. Further, based on a comprehensive database analysis of Bills introduced in the Parliament from 2014 to 2023, the article discloses the lack of stakeholder consultation. Through detailed case-studies of two contentious legislations, one subjected to thorough public consultation, and the other lacking any, the article demonstrates the significance of involving the public in determining the efficacy of law. Lastly, this article reviews MyGov, a 2014 government-launched citizen engagement platform, and proposes that MyGov can be further reconstructed as a technological tool to ensure a robust public participation system.

Artificial Intelligence Driven and Sustainability of Hospitality Businesses in Owerri, Imo State, Nigeria

The study explored the relationship between Artificial Intelligence and the sustainability of hospitality businesses in Owerri, Imo State, Nigeria. The study specifically sought to examine the relationship between AI and the environmental sustainability of hospitality businesses in Owerri, Imo State, Nigeria, and to ascertain the relationship between AI and the social sustainability of hospitality businesses in Owerri, Imo State, Nigeria. The study adopted descriptive survey research design and data were collected from 203 respondents with the aid of a structured questionnaire and hypotheses were tested using Pearson Product Moment Correlation Coefficient with the aid of Statistical Package for Social Sciences (SPSS, version 27). Findings revealed that there is a significant positive relationship between AI and the environmental sustainability of hospitality businesses in Owerri, Imo State, Nigeria, with r = 0.882 n = 203 and a p-value of 0.001 (p<0.05). Also, there is a positive significant relationship between AI and the social sustainability of hospitality businesses in Owerri, Imo State, Nigeria, with r = 0.801, n = 203, and a p-value of 0.000 (p<0.05). The study concluded that there is a statistically significant positive relationship between Artificial Intelligence and the sustainability of hospitality businesses in Owerri, Imo State, Nigeria. The study recommended that hospitality businesses in Owerri should adopt AI technologies to enhance environmental sustainability. Also, hospitality businesses in Owerri should leverage AI-driven customer service chatbots and employee engagement platforms to enhance social sustainability.

SHIFTING SOCIAL PARTICIPATION AND LEISURE PATTERNS AMONG CHINESE OLDER ADULTS: EVIDENCE FROM NATIONAL SURVEYS

Abstract Based on the data of “The National Survey on Older Persons in Urban and Rural China” conducted in 2000, 2006, 2010 and 2015, the paper examines the changing dynamics of social participation and leisure activities among Chinese older adults. Findings from the 2015 survey indicate a notable increase in the participation rate of public welfare activities among the older adults, with nearly half actively involved in various community endeavors. Particularly, urban areas showed enhanced participation, contributing to individual fulfillment and societal harmony. Moreover, a significant proportion of older adults expressed willingness to assist peers in need, underscoring the prevalence of mutual support networks within communities. Additionally, the development of Older Person’s Associations (OPA) has gained momentum, serving as vital platforms for older people self-management and social engagement. However, challenges persist, with disparities in participation rates between urban and rural areas. While static leisure activities remain prevalent, there is a notable rise in Internet usage among the older adults, offering avenues for social interaction and information dissemination. Despite advancements in spiritual and cultural engagement, attention to mental health among the older adults remains crucial, especially in addressing issues like suicide and mental health concerns among the rural older people population. The paper emphasizes the importance of bolstering support systems and services to promote holistic well-being among the aging population.

Exploring the role of student-run journals in shaping academic identity

Purpose Student-led journals have a long history, yet they have received little attention in academic publishing and higher education research. This study aims to fill this gap and enrich the analysis of student-led publications from a novel point of view: the role of journals in shaping the academic identity of graduate students through a collaborative autoethnographic study. Design/methodology/approach The authors explore their personal experiences as student editors of Current Issues in Education (CIE) produced at Mary Lou Fulton Teachers College (MLFTC) at Arizona State University (ASU). The data were collected by first writing a personal narrative about their experiences serving on CIE’s editorial board. To support their notes, they drew from their memories and informal conversations with other student editors and reviewers, as well as advisors. They also drew upon some of CIE’s internal documents, such as editorial meeting minutes. Findings This study aligns with Inouye and McAlpine's (2019) systematic review of academic identity development for doctoral students, highlighting editorial work’s relevance to developing academic identity, particularly related to reflective thinking, authorial identity, confidence and learning through critique. Participating in the publication landscape through academic journals allows students to develop their authorial voice and collective identity as academics. Research limitations/implications It is authors’ hope that this autoethnography provides a unique perspective for doctoral programs to consider how students can shape their scholarly identity outside of formal classroom learning. More pointedly, this study could be considered a useful resource for those institutions that run student-journals or plan to do so. The authors’ experiences could inform the policies that frame the day-to-day editorial practices, such as the peer review procedures. Originality/value This study demonstrates how student journals, as third spaces, provide opportunities for constructive interactions that contribute to the construction of academic identity and offer a platform for student engagement in scholarly publishing processes, ultimately boosting their confidence as writers and sense of belonging to academia.

Optimizing Email Campaigns based on Pricing Variability

Email marketing is now a mainstay in most e-commerce customer engagement platforms especially considering dynamic pricing and personalized campaign tactics. This paper explores how pricing-based cohort segmentation can best optimize email campaigns by identifying the appropriate consumer groups sensitive to price changes so marketers can adjust the timing and content of their campaigns for maximum engagement and conversion. Three effective strategies identified in this paper for cohorts and their related targeted email dispatch are leveraging user behavior data, real-time pricing adjustments, and automation. Beyond that, the paper includes a review of challenges like synchronization issues, as well as data privacy issues, while incorporating real-world case studies demonstrating the impact of cohort-based strategies on campaign performance. The future directions discussed look into the role of AI and machine learning in generating higher accuracy levels for cohort segmentation and personalization, which shall serve as the road to refined datadriven email marketing strategies for e-commerce.

Hacking Incidents and their Long-Term Implications for User Privacy and Trust

In an era characterized by rapid technological advancement and increasing digital interconnectivity, the prevalence of hacking incidents has emerged as a critical concern for individuals, businesses, and policymakers alike. This research paper explores the multifaceted implications of cyberattacks, focusing on data breaches and ransomware incidents and their long-term effects on user privacy and trust. As organizations increasingly rely on digital platforms for operations and customer engagement, the security of sensitive data has become paramount. The findings reveal that hacking incidents compromise personal information and lead to significant reputational damage and financial repercussions for organizations. Through a comprehensive analysis of high-profile case studies, including the breaches at Equifax, Target, and Facebook, this research highlights the immediate and enduring consequences of these incidents. The Equifax breach, which exposed the personal information of approximately 147 million consumers, serves as a stark reminder of the vulnerabilities inherent in data management systems. Following this incident, consumer trust in Equifax plummeted, resulting in a substantial loss of business and long-term reputational harm. Similarly, the Target data breach, which compromised credit card information for millions of customers during the holiday shopping season, illustrates how timing can exacerbate the fallout from cyberattacks. The study demonstrates that consumers are increasingly likely to sever ties with organizations that fail to protect their data, with surveys indicating that nearly 30% of consumers would stop doing business with companies after a breach. Moreover, this research delves into the evolving legal and regulatory landscape surrounding data protection in response to rising cyber threats. Legislation such as the General Data Protection Regulation (GDPR) in Europe and the California Consumer Privacy Act (CCPA) in the United States has established stricter requirements for organizations regarding data handling and breach notification. These regulations reflect a growing recognition of the need to protect consumer rights in an increasingly digital economy. Organizations that fail to comply with these regulations not only face significant fines but also risk further damaging their reputation in the eyes of consumers who are becoming more discerning about how their data is managed. The psychological impact of hacking incidents on consumers is another critical aspect explored in this paper. The fear of identity theft or fraud can lead individuals to alter their online behaviors significantly. Many consumers may choose to limit the amount of personal information they share or avoid certain platforms altogether due to concerns about data security. This shift in behavior poses challenges for businesses striving to engage customers effectively in an increasingly competitive digital marketplace. Ultimately, this research underscores the necessity for organizations to adopt robust cybersecurity measures and foster a culture of transparency and accountability to rebuild trust among consumers. By understanding the complex relationship between hacking incidents and their implications for user privacy and trust, businesses can better navigate the challenges posed by cyber threats. This study aims to provide valuable insights for organizational leaders, cybersecurity professionals, and policymakers as they work to enhance resilience against cyberattacks while safeguarding user privacy in an era marked by digital vulnerability.

Associations: Mirrors for people living with Parkinson’s disease

Parkinson’s disease, with its profound impact on individuals and communities worldwide, calls for a comprehensive understanding of the social dimensions of the illness. This study explores the pivotal role of associations in influencing coping strategies and shaping identity among individuals living with Parkinson’s disease. Through a grounded theory approach, the research examines how participation in associative networks provides a platform for self-expression, mutual support, and engagement, fostering resilience and adaptation. Data were collected via semi-structured interviews with individuals diagnosed with Parkinson’s and facilitators actively involved in Italian Parkinson’s associations from northern, central, and southern regions of the country. The findings underscore the critical role associations play in addressing the collective needs and aspirations of their members while highlighting significant regional differences in activities, strategies, and support systems. Associations promote solidarity and shared understanding through homophily, offering a sense of belonging and mutual aid. They not only provide access to essential social and healthcare resources but also create spaces where individuals can reflect on their past, navigate the present, and envision a future beyond the limitations of their condition. This dynamic interplay of social engagement and identity transformation underscores the indispensable contribution of associations to the broader care ecosystem and their transformative impact on the lives of people with Parkinson’s.

“The value of privacy is not as high as finding my person” — Privacy risks as abstractions

Online dating has emerged as a key platform for digital engagement among young people, serving as a common medium for building relationships. As multimedia platforms, dating apps encourage users to translate their notions of identity construction, self-expression, and communication into engagement and participation in the digital world. Dating apps are one of several technologies that are changing existing norms of relationship building, self-presentation, and ideals of romance. Dating apps foster a unique form of engagement because to facilitate a date users must reveal sensitive details about their demographics, location, values, and lifestyle that they might not otherwise display on social media. On dating apps privacy concerns are unusually self-conscious. This unique digital environment constitutes a strategic research site where research can explore how privacy concerns influence the process of personal information (PI) disclosure. Findings reveal that users perceive other users as threats to their privacy, which makes them carefully consider what they reveal. In contrast, risks associated with app providers, such as selling data to advertisers, are viewed as abstract, and not behavior-altering. This discrepancy in risk is attributed to inadequate data literacy and agency over personal data. This paper concludes with suggestions for future research and policy that would improve the quality of youth engagement.

Maximizing digitalization to maintain consumer loyalty

In the digital era, mobile applications have become essential tools for companies to foster consumer loyalty by enabling seamless interactions, efficient transactions, and accessible customer service. This study examines the impact of digitalization on customer loyalty through a qualitative case study of Sociolla, focusing on the SOCO application. Data were collected via purposive sampling involving a company representative and a Sociolla consumer and analyzed using thematic analysis, presenting findings narratively. Sociolla demonstrates the strategic use of digital platforms for branding and consumer engagement. The consumer informant reported increased interest, enthusiastic event participation, app downloads, and a clear understanding of Sociolla’s brand identity, highlighting the ecosystem fostered between the company and its customers. These findings underscore the broader applicability of effective digital strategies in engaging customers and enhancing brand loyalty across industries. The study concludes that mobile applications capture customer attention, drive active involvement, and strengthen brand relationships when effectively leveraged. It also identifies a need for future research to quantitatively assess the impact of digital platforms on loyalty, engagement, and brand attachment. However, the study's scope is limited to Sociolla, a cosmetics retail brand with a predominantly female customer base. Expanding research to include diverse demographics, regions, and industries could provide richer insights into the effectiveness of digitalization strategies in maintaining customer loyalty across varied contexts

Generative Artificial Intelligence and Cybersecurity Risks: Implications for Healthcare Security Based on Real-life Incidents

Background: The potential of generative artificial intelligence (genAI) tools, such as ChatGPT, is being increasingly explored in healthcare settings. However, the same tools also introduce significant cybersecurity risks that could compromise patient safety, data integrity, and institutional trust. This study aimed to examine real-world security breaches involving genAI and extrapolate their potential implications for healthcare settings. Methods: Using a systematic Google News search and a consensus-based approach among the authors, five high-profile genAI breaches were identified and analyzed. These cases included: (1) Data exposure in ChatGPT (OpenAI) due to an open-source library bug (March 2023); (2) Unauthorized data disclosure via Samsung’s (Samsung Group) use of ChatGPT (2023); (3) Logical vulnerabilities in Chevrolet (General Motors) AI-powered chatbot resulting in pricing errors (December 2023); (4) Prompt injection vulnerability in Vanna AI (Vanna AI, Inc.) which enabled remote code execution (2024); and (5) the deepfake technology used in a scam targeting the engineering firm Arup (Arup Group Limited), leading to fraudulent transactions (February 2024). Hypothetical healthcare scenarios were constructed based on the five cases, mapping their mechanisms to vulnerabilities in electronic health records (EHRs), clinical decision support systems (CDSS), and patient engagement platforms. Each case was analyzed using the Confidentiality, Integrity, and Availability (CIA) triad of information security to systematically identify vulnerabilities and propose actionable safeguards. Results: The analyzed cases of AI security breaches revealed significant risks to healthcare systems. Confidentiality violations included the potential exposure of sensitive patient records and billing information, extrapolated from incidents such as the ChatGPT data exposure and Samsung’s cases. These identified security breaches raised concerns about privacy violations, identity theft, and non-compliance with regulations such as Health Insurance Portability and Accountability Act (HIPAA). Integrity vulnerabilities were highlighted in Vanna AI's prompt injection flaw incident, with risks of altering patient records, compromising diagnostic algorithms, and misleading CDSS with erroneous recommendations. Similarly, logic errors identified in the Chevrolet case exposed potential risks of inaccurate billing, double-booked appointments, and flawed treatment plans within healthcare contexts. Availability disruptions, observed through system outages and operational suspensions following breaches like the ChatGPT and deepfake cases, can delay access to EHR systems or AI-driven CDSS. Such interruptions would directly impact patient care and create inefficiencies in administrative workflows. Conclusions: Generative AI presents a double-edged sword in healthcare, with transformative potential accompanied by substantial risks. Extrapolation of security breach cases in this study highlighted the urgent need for robust safeguards if genAI is implemented in healthcare settings. To address these vulnerabilities, healthcare institutions must implement strong security protocols, enforce strict data governance, and create AI-specific incident response plans. The balance between genAI-enabled innovation and protection of patient safety and data integrity trust requires proactive safety measures.

An innovation bootcamp model for developing youth-led HIV self-testing delivery strategies in Nigeria: post-designathon capacity building.

Many designathons, hackathons, and similar participatory events suffer from minimal training and support after the events. Responding to this need, we organized a health innovation bootcamp: an intensive, team-based apprenticeship training with research and entrepreneurial rigor among young people in Nigeria to develop HIV self-testing (HIVST) delivery strategies for Nigerian youth. The purpose of this paper was to describe an innovation bootcamp that aimed to develop HIVST delivery strategies for Nigerian youth. The four-week, in-person innovation bootcamp, informed by youth participatory action research and comprised a series of workshops, took place in Lagos, Nigeria. The goal was to build research and entrepreneurial capacities among young people to develop and implement HIVST strategies. A qualitative content analysis informed by an adapted World Health Organization's HIVST delivery framework explored key elements of the proposed HIVST service delivery strategies developed at the bootcamp. Twenty participants, aged 18-24 years, from five teams completed the innovation bootcamp. The five teams developed HIV service delivery strategies that included an element of repacking HIVST kits to make them more appealing to young people. Other strategies that emerged included leveraging community engagement platforms (e.g., vocational skills training and youth community events) to promote HIVST, and the use of reward-referral system to encourage HIVST uptake among young people. All strategies included ways to ensure privacy protection for recipients of the HIVST delivery package. This study demonstrated the feasibility and acceptability of the health innovation bootcamp model to create HIVST designed for and led by young people. This suggests a way to build capacity after participatory events to sustain youth-led research, which could have implications for post-designathon training.

P111 An AI-assisted similarity search engine for enhanced psoriasis case identification and patient engagement

Abstract Each psoriasis patient's clinical features follow a unique pattern that does not normally fit perfectly within classical subtypes of psoriasis as described in textbooks. The objective of this study is to develop an AI-assisted similarity search engine for psoriasis patients. This enables users to upload images and retrieve similar cases from both publicly available data, namely peer-reviewed literature and public datasets, and a private collection. With a match, a patient may glean additional information about his or her personal subtype of psoriasis including potential treatment strategies, and even get in touch with other patients affected with a similar clinical pattern. The system is designed to be self-hosted, thereby enabling patients to share their own images through the completion of an informed consent form. The types of psoriasis covered are plaque-type, guttate, inverse, erythrodermic, pustular and mixed. The system offers the option of linking to similar images of lesions by manually selecting an area of interest. Furthermore, the system is capable of suggesting similarities to differential diagnoses, i.e. eczema or pityriasis rubra pilaris. The tool is intended for use by patients, general physicians and dermatologists, with the objective of enhancing patients' understanding of their conditions and facilitating discussion and exchange through an integrated forum. The system employs visual transformers as feature extractors to vectorize the uploaded images and utilizes cosine similarity to compare them with images in the database. Furthermore, supplementary data, such as sparse matching, is presented to the user in order to facilitate a deeper comprehension of the similarities between the images in question. Furthermore, the system is capable of displaying supplementary data regarding the cases stored in the database, as well as links to pertinent literature. Should they so desire, patients are afforded the opportunity to interact with other patients who have been diagnosed with similar conditions, thereby facilitating discussion of their respective cases. The preliminary findings suggest that this tool has the potential to markedly enhance patients' comprehension of their conditions, while also enabling them to utilize the tool for diagnostic assistance. Furthermore, patients can gain deeper insights into their condition, which may facilitate informed discussions and community support through the forum. The system has the potential to transform psoriasis management by providing a reliable, user-friendly platform for case comparison and patient engagement. Further research will focus on expanding the database and refining the algorithm to enhance its diagnostic capabilities and user experience.

Impact of SERVQUAL on Day Care Satisfaction — Role of Family Participation

This study examines the impact of the five SERVQUAL dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) on satisfaction in day care center services and the moderating role of family participation. Data from 302 valid responses were analyzed using confirmatory factor analysis (CFA), hierarchical multiple regression, and moderation analysis. The results show that all five SERVQUAL dimensions have a positive and significant impact on satisfaction, with Reliability (b = 0.81) and Assurance (b = 0.81) being the strongest predictors. The analysis also confirms that family participation positively moderates the effects of each SERVQUAL dimension on satisfaction, with greater family involvement amplifying the influence of Tangibility, Responsiveness, and Empathy. The R² of the final model is 0.68, indicating that 68% of the variance in satisfaction is explained by the model. These findings emphasize the importance of family-centered care, suggesting that day care centers should focus on improving service visibility, consistency, and emotional support. Practical strategies include real-time feedback systems, family engagement platforms, and transparent care updates to enhance satisfaction for both users and family members

Digital preservation strategies for historical records in the age of AI and the metaverse

Purpose This study aims to explore digital preservation strategies for historical records, focusing on the integration of artificial intelligence (AI) and the metaverse. It examines how AI-driven technologies and immersive virtual spaces can enhance the accessibility, integrity and usability of digitized historical archives. Design/methodology/approach The research draws on literature from AI, digital preservation and archival studies to analyze current trends and challenges in preserving digital records. It evaluates the role of AI in automating preservation processes and examines the potential of the metaverse for interactive engagement with historical data. Ethical considerations regarding data privacy and ownership are also discussed. Findings AI enhances digital preservation by streamlining digitization and predictive record management. The metaverse offers a novel platform for immersive engagement with historical records, allowing users to interact with and experience archives in dynamic, virtual environments. However, challenges related to data ownership, privacy and the integrity of historical records must be addressed to ensure sustainable preservation efforts. Originality/value This paper contributes to the growing body of research on the intersection of emerging technologies and digital preservation. It offers new insights into how AI and the metaverse can reshape archival practices, highlighting both opportunities and ethical challenges for institutions tasked with preserving historical records in an increasingly digital world.

The Influence of Open Innovation and Digital Literacy on Business Sustainability with New Product Development as an Intervening Variable in Leading UMKM in Buleleng District

The aim of this research is to assist UMKM (Micro, Small, and Medium Enterprises) in gaining a competitive advantage by focusing on key factors such as Open Innovation, New Product Development (NPD), and Digital Literacy in their marketing strategies. This study was conducted in Buleleng Regency, Bali, with a sample of 60 UMKM businesses. The research used questionnaires as the primary data collection technique, and the data was analyzed using Structural Equation Modeling (SEM) to assess the relationships between the variables. The results of the study indicate that Open Innovation, Digital Literacy, and New Product Development significantly influence the sustainability of UMKM businesses in the region. Open innovation, which involves utilizing both internal and external ideas, helps businesses enhance their product offerings and adapt to changing market conditions. Digital literacy enables UMKM to leverage digital platforms for marketing and customer engagement, while new product development ensures that businesses can meet evolving customer needs and stay competitive. The findings have critical implications for Marketing Management, suggesting that UMKM should prioritize innovation and digital capabilities to improve their marketing strategies. By doing so, they can enhance their market position, improve customer satisfaction, and ultimately achieve long-term business sustainability. This research provides valuable insights for UMKM to adapt to the modern market landscape and create more effective strategies to thrive in a competitive environment.

Analyzing the Influence of Social Media Marketing Strategies on Consumer Purchase Intentions Mediated by Trust

This study investigates the influence of social media marketing strategies on consumer purchase intentions, emphasizing the mediating role of consumer trust. With the increasing reliance on social media platforms for brand engagement, understanding how marketing efforts shape consumer views has become essential. A quantitative approach was employed, utilizing a survey of 100 social media users to gather data on their experiences with various marketing strategies, levels of trust, and purchase intentions of brands. The analysis revealed that social media marketing strategies have a direct effect on consumer purchase intentions (β = 0.21) but significantly amplify their impact through trust (indirect effect β = 0.34). The results indicate that higher levels of trust in brands enhance positive consumer purchase intentions, corroborating existing literature that highlights the importance of trust in marketing effectiveness. The study recommends that brands prioritize trust-building initiatives, including transparent communication and authentic engagement, to improve consumer purchase intentions. As social media continues to evolve, the findings suggest that fostering trust will be increasingly crucial for brands aiming to connect with discerning consumers. Future research should explore the impact of emerging technologies on consumer trust within social media marketing contexts.

Where It Should Always Be

“Where It Should Always Be, ” is a powerful poem written by Carlos Andres Olivera Caballero. The poem delved into the complex interplay between urban spaces and social movements. It illustrates how public spaces, often overlooked, became crucial arenas for the expression of communal identity, resistance, and aspirations for a just society. Set against the backdrop of a city undergoing turmoil, the poem is narrated through the experiences of a young individual witnessing the transformation of everyday urban landscapes into sites of collective action and contestation. It captures the essence of public space as a platform for civic engagement, where the community’s fight for equality, dignity, and freedom is articulated and enacted. Through vivid imagery and emotive storytelling, the poem reflects on the role of public spaces in shaping social dynamics, highlighting their potential to foster solidarity, empower marginalized voices, and challenge structures of power. It emphasizes the solidarity of resonates the reader’s interest in urban cmovements underlining thepoem’son message of community empowerment.

From Experience to Loyalty: Understanding the Dynamics of Customer Trust in Indonesia’s Mobile Banking Industry

Objective: In the rapidly evolving financial services industry, Mobile Banking has emerged as a critical platform for customer engagement and service delivery. With the increasing adoption of mobile technologies, understanding the factors that drive customer loyalty in Mobile Banking has become a strategic priority for service providers. Key elements such as customer experience, satisfaction, trust, and loyalty intention play pivotal roles in shaping customer perceptions and behaviors. This study investigates the relationships between customer experience, customer satisfaction, trust, and loyalty intention among Mobile Banking customers in Indonesia. Method: The study utilizes an explanatory research methodology, following a quantitative approach within the positivist paradigm. This methodology is designed to clarify the causal relationships between variables, examining both direct and indirect effects. Using data from 477 respondents, analyzed through Structural Equation Modeling - Partial Least Squares (SEM-PLS). Results and Discussion: The findings reveal that enhancing customer experience significantly boosts trust, while customer satisfaction strongly influences both trust and loyalty intention. Although customer experience does not directly impact loyalty intention, customer satisfaction plays a crucial role in fostering customer loyalty. Trust also serves as an important mediator between customer satisfaction and loyalty intention, highlighting its role in strengthening customer relationships. Research Implications: The study's focus on Indonesian customers may limit the generalizability of the findings to other geographical contexts. Cultural differences, variations in mobile banking adoption rates, and differing regulatory environments across countries could influence customer behavior and perceptions, suggesting that the results may not be universally applicable. Originality/Value: The study’s emphasis on trust as a mediator between satisfaction and loyalty provides novel insights, particularly relevant for practitioners aiming to navigate the competitive landscape of Mobile Banking.

Beyond the first week: sustaining the feeling of social inclusion and sense of belonging for students

ABSTRACT Purpose Promoting inclusive student communities and a sense of belonging is essential for university students’ well-being and mental health. Our aim in this study was to explore how universities can enhance student well-being by facilitating interactions that contribute to a sense of belonging within the university environment. Methods Through thematic analysis of 309 written narratives collected from students at the Norwegian University of Science and Technology (NTNU), we explored significant events related to their studies, social lives, or personal experiences. Results Introduction Week is important for students’ well-being, providing a key opportunity to form initial social connections and foster a sense of belonging. However, its impact is inconsistent, and building lasting relationships requires continued effort throughout the academic journey. Recognizing and addressing potential challenges when expectations are unmet is essential for enhancing student belonging. Conclusions Our findings suggest that while Introduction Week plays an essential role in breaking social barriers and ensuring immediate social inclusion, the greatest challenge lies in establishing structures that facilitate belonging and relationships throughout the entire period of studies. Recognizing the diverse needs of students, universities should offer a variety of platforms for engagement and connection to enhance student well-being.