ABSTRACT
The rate at which private hospitals are failing to satisfy and retain their customers is becoming a concern for hospital managers. Customer satisfaction and retention issues have affected most private hospitals leading to customer defection. For organizations to have a competitive edge over their competitors, they need to focus on customer satisfaction and retention to reduce customer defections. The general objective of the study was to evaluate the antecedents of satisfaction and retention of customers in Outspan Hospital in Nyeri County, Kenya. The study was guided by the Service Quality Gap Model. The study used a descriptive research design. 70 respondents acting as heads and deputies of the various departments of Outspan Hospital consisted of the target population. A census method was used hence the assumption of 70 respondents as the sample size. Structured questionnaires were used to collect data. Inferential statistics which included variance, and regression analysis were used to measure the existence of a relationship between the independent variables, and the dependent variables. The study findings established that three independent variables namely; service design, system usage, and customer switching cost were significantly associated with customer satisfaction and retention in Outspan hospital. Therefore, the management of Outspan Hospital should enhance customer satisfaction and retention based on key study recommendations. These recommendations include; improving the external appearance of the institution, focusing on improving complaints handling programs, improving utilization of self-service technology (SST), and retaining customers through switching barriers that provide customers with superior customer value.

ABSTRACT
The aim of this study is to analyse whether there is a difference in bank performance of PT Bank Rakyat Indonesia (Persero) Tbk (BRI) between 2020 and 2021 during covid-19 pandemic period in Indonesia. The method used analysis of average difference t-test (paired sample t-test). The result shows that there is no significant difference of comparative analysis of PT Bank Rakyat Indonesia (Persero) Tbk performance during covid 19 between year 2020 and year 2021.

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The purpose of the study was to describe the effectiveness of communication and service behaviour at Army Hospital (AH) East Java. The population in this study were 500 employees of AH East Java. Samples were taken using a random sampling technique. Based on the results of Slovin's calculation, the sample size is 183 people. The analysis technique in this study uses a description of the SPSS program. The results of this study indicate that the effectiveness of communication can create service behaviour for AH East Java employees, meaning the ability of employees to communicate effectively, Openness, supportive attitude, positive attitude, and Empathy. Effectiveness Communication is a two-way interaction that is supportive, positive, open and empathetic by individual goals. In Effectiveness of Communication to improve service behaviour and employee performance includes Openness, Supportiveness, and Positivity. Communication Effectiveness is a construct built from observation indicators: Openness, Supportiveness, and Positivity. First, Openness to the Army Hospital in East Java employees is carried out through transparent and respectful communication between employees working at the Army Hospital in East Java. The high average value indicates this, and the average Openness has a higher average value. Service behaviour is a commendable attitude for someone in control of serving something that is the desire of others.

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This research aims to determine the contribution, Effectiveness and growth of Non-Land and Building Tax Regional Taxes (non-L&B tax) to Madiun City's Original Revenue. This study was designed using a qualitative descriptive approach by describing the study contribution, Effectiveness and growth rate of local taxes on local revenue. The research location is the Office of the Regional Revenue Agency of Madiun City. The researcher chose this location because of the limited time for collecting research data, the limited workforce and access to more affordable transportation. The results of this study indicate that the contribution of non-L&B tax P2 provincial taxes in Madiun City for the 2014 - 2018 period is 26.93% which is at a moderate level. Based on the calculation of the average Effectiveness Ratio of 122.29%, which is at the level of very effective criteria because it is above 100%. The average growth rate is 12.28%; the results of this calculation are included in the growth criteria table at the level of the unsuccessful category.

ABSTRACT
This research was conducted to analyze financial performance, strategic achievement through a financial perspective, and implementation of sustainable development goals (SDGs) during the Covid-19 pandemic, namely from 2019-2021. The companies that are the object of this research are the agricultural sector, and the plantation sub-sector which is listed on the Indonesia Stock Exchange (IDX) and publishes an annual publication report for the 2019-2021 period. Analysis of strategy achievement through a financial perspective is reviewed using a dummy variable where if a strategy formulation is detected from a financial perspective and can be achieved, it is given a value of one and if it is not, it is given a value of zero. The measurement of financial performance is proxied by ROA and the measurement of the implementation of sustainable development goals (SDGs) is proxied using an index based on confirmed items.

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This study aims to evaluate the function of organizational commitment in mediating the relationship between human capital and work ethics and employee performance at the State Savings Bank's Regional Office 3. This study's population comprises 1,285 workers working in Region 3 of the State Savings Bank. The Slovin formula was used to determine the number of research samples totalled 176 respondents. Structural Equation Modeling was employed to analyze the data (SEM) in this work. By the findings, Organizational Commitment rose proportionally to Human Capital and Work Ethic. Human Capital and Work Ethic positively correlate with Employee Performance in Regional Office 3 of the State Savings Bank. Regional Office 3 of the State Savings Bank demonstrates a correlation between organizational commitment and employee performance. Human Capital and Work Ethic affect employee performance via organizational commitment.

ABSTRACT
The existence of the COVID-19 pandemic situation requires efforts to improve corporate social responsibility (CSR) performance at PT Pelni during the pandemic. This study aims to determine and analyze PT Pelni's CSR performance during the COVID-19 pandemic based on balanced scorecard analysis. The research uses qualitative methods. Data were collected by interview and documentation study. Data analysis using Miles and Huberman’s formula. The results show that PT Pelni's CSR performance of financial perspective during the COVID-19 pandemic has decreased, the customer perspective has decreased, the internal business perspective is quite good, and the learning and growth perspective is also quite good.

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This study aimed to describe and analyze the effect of workload and work environment adaptability on employee performance in the Fish Canning Industry of Bitung City. This research is under the umbrella of causal associative research with quantitative methodology. The location of this research was carried out in a fish canning industrial company in Bitung City, with the object of employees being fish canning companies. The results of this study indicate that the workload and adaptability of the work environment affect the performance of employees in the fish canning industry sector in Bitung City, which means that the lower the workload and the better the adaptability of an employee will improve employee performance. Based on the results of descriptive analysis of the data, it can be explained that the workload is formed by the use of time, targets to be achieved, and working conditions. The most significant role in forming an employee's workload is reflected in the feeling that using time is essential in the production process. The adaptability of the work environment is shaped by changes in legislation, technological developments and changes in market tastes. The most significant role in forming an employee's work environment adaptability is market changes reflected in the work that continuously adapts to the surrounding work environment. Performance is shaped by quality, quantity, timeliness, effectiveness and independence. The most significant role in the formation of employee performance is independence, which is reflected in employees always paying attention to the instructions given by their superiors in completing tasks.

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Maintaining national defence at sea is the main task of the Indonesian Navy, as efforts to ensure the interests of state defence are primarily determined by the ability of the unit to take advantage of the geographical conditions in its working area. The objectives to be achieved in this study are to describe the work environment, workload and performance. The study sample was Indonesian Navy soldiers at the Command Headquarters (Mako) of West Papua as many as 185 respondents. The sampling technique used is the Random Sampling Technique, a sample consisting of several randomly selected elements, where each element has the same opportunity to be selected. The study results show that the work environment reflected by co-workers' relationships has the highest value. The indicator of the availability of work facilities, and the lowest, is the relationship between subordinates and superiors in the Mako Koarmada III Indonesian National Military-Naval Force. The workload reflected by the standard of work has the highest value, and the lowest is the target that must be achieved at the Mako Koarmada III Indonesian National Military-Naval Force Sorong. The work environment can improve performance, such as the quality and quantity achieved by a soldier in carrying out his duties based on the responsibilities given to him, in this case, the relationship with colleagues who explain the perfection of the social conditions of the workplace, socialization between colleagues can create the performance of Indonesian Navy soldiers. However, The workload cannot directly improve performance in the Navy. This research is expected to contribute empirically to helpful information.

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This study aims to determine the analysis of the influence of principals' leadership, teacher professionalism, and work motivation on the performance of high school teachers throughout Ende Regency. This study uses quantitative methods. Determination of the sample using the Proportional Random Sampling technique so that the research sample obtained is 246 respondents. Data collection techniques used are questionnaires and interviews. The data analysis method used is ordinary least square linear regression using the SPSS program. The results of the study prove that the results of this study support the results of research which concludes that teacher professionalism has a significant positive effect on teacher performance. The results of this study also support the results of research which states that the better the professionalism of teachers, the more it affects teacher performance positively and significantly. Thus, and vice versa, the worse the professionalism of teachers, the lower the performance of high school teachers throughout Ende Regency. The principal pays attention to the teacher's performance, namely to be more professional and work motivation to the teacher's performance.

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Background: E-commerce is the online transfer of money and data to buy or sell goods. Economic output growth is the rise in commodities and services over time. Inflation may be nominal or real. Gross domestic product has been used to quantify economic growth historically. Objective: The objective of the study is to discuss the modalities of E-Commerce industry in Bangladesh and its future financial benefit in connection with global market strategy. Methodology: The research included both qualitative and quantitative methods. Quantitative methods include surveys with structured questions and interviews with unstructured questions and observations. Results: Most of the service provider (94.7%) and service receiver (98.4%) said that the contribution of e commerce business during COVID-19 is positive and service providers said that current position of e-commerce business in Bangladesh very well (42.1%) and service receiver said (28.6%) very well. Conclusion: E-commerce has positive impact on economic growth and GDP.

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The performance of significant number of organizations face challenges in achieving their organizational objectives due to the ever-changing technology. Some studies have been conducted that have yielding conflicting findings in regard to whether Information Systems impact positively or negatively on performance of business organizations. The aim of this study was to ascertain the effects of Information Systems (IS) on the performance of New KCC. The study was anchored on four theories; Technology Acceptance Model, Technology-Organization Environment, Information System success Model and Resource Based view. This current research utilized descriptive research design. The study used a target population of 200 employees selected from different departments: finance, logistics, human resource, crates section, sales & marketing, production, and ICT departments. This research employed stratified random sampling to obtain a sample size of 60 employees. The drop-and-pick method was utilized to administer the survey questionnaires used during the research at the New KCC. The results indicated that Information Systems infrastructure (β=0.832; p=0.000), significantly influenced performance of the New KCC respectively. In any organization, computer hardware and software are said to be very crucial organizational assets and should be properly managed appropriately. Specifically, infrastructure relating to hardware, software, and networks could greatly enhance the performance of the new KCC. The study recommends that computer hardware and software are thought to be extremely valuable organizational assets that should be used whenever possible hence firms needs to be fully equipped with well-functioning computers.

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This study examines the simulation of the impact of loyalty and organizational citizenship on teacher performance, as well as the impact of political loyalty and organizational citizenship on teacher performance. This study's sample consisted of 81 teachers. Multiple regression analysis was employed as the method of analysis. According to the results of the investigation, both loyalty and organizational citizenship have a considerable impact on teacher performance. The extent to which teacher performance is affected by loyalty and organizational citizenship can be considerable.

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The research objective was to analyze whether any differences in bank financial performance at PT Bank Victoria Syariah between 2020 and 2021. The methodology used for data analysis was a non-parametric different test due is not normally distributed. Thus it used the Wilcoxon test. The results of study showed that there was no difference in the performance of bank Victoria Syariah between 2020 and 2021.

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The overall goal of this research is to investigate Integrated Financial Management Information Systems as well as procurement performance of Taita Taveta County Government. The research sought to evaluate the effect of electronic service delivery, information sharing, supplier involvement as well as e-budget allocation at Taita Taveta County Government. The research was underpinned by the following theories, the instrumental theory, resource-based theory, diffusion of innovations theory as well as system theory. The research adopted an evocative research design since it gives a perfect result as well as the physiognomies allied with it at an explicit point in time. The target population for the research was 97 respondents that gave the sample size of 78 respondents. The research adopted census method to select the respondents from the population. The study obtained primary data through a structured questionnaire. The researcher gave out the questionnaires and pick them later as a data gathering method. The study revealed that electronic service delivery has a significant influence on procurement performance (β=0.544; p<0.05). Similarly, it was established that information sharing significantly predict procurement performance (β=0.181; p<0.05). The study notably established that supplier involvement and e-budget allocation significantly predict procurement performance (β=0.176; and β=0.295) respectively. The study concludes that by boosting electronic service elements including service speed, efficacy, and financial reporting time, procurement performance would be improved. Moreover, by enhancing factors like information security, fraud detection, and reaction time, IMFIS sharing information enhances the delivery of products and results and significantly boosts the effectiveness of the procurement process. Besides, accountability and effectiveness are promoted at the county governments through the implementation of the IFMIS project, which involves suppliers in all

ABSTRACT
Kenya's higher education institutions are in charge of offering top-notch instruction in order to realize Kenya's Vision 2030. The administration of Kenya's chosen public universities has made the performance or accomplishment of these institutions a top priority. Higher education institutions' most valuable assets are generally their employees. As a result, a lot of higher institutions in Kenya have made investments in biometric clocking system analytics to deal with the absenteeism problem. Reports indicate that poor performance as a result of staff absenteeism continues to be one of the biggest challenges facing Kenyan higher institutions, despite major investment in biometric clocking system analytics. The study anticipated to ascertain the effect of biometric clocking system infrastructure on performance of selected tertiary institutions in Kiambu County. The study was founded on Resource-Based View Theory. The target population was the staff of the selected tertiary institutions including Kenyatta University, Mount Kenya University, Zetech University and Kiambu Institute of Science and Technology, within Kiambu County. From the population of 4117 staff a sample of 363 was adapted to represent the entire population. The proposed study adopted stratified random sampling where the population was grouped in according to different responsibilities played in the institutions. The instrument returned a Cronbach’s’ reliability of 0.86. The results exhibited that biometric infrastructure (β=0.386: p<0.05) have a significant influence on performance of tertiary institutions. The study recommends that, institutions should focus on deployment of suitable hardware and software for biometric analytics. Finally, organizations need to create passwords and verification techniques that are secure and impossible for cyber hackers to crack in order to improve performance of Biometric analytics. This study may contribute to increased knowledge on current indicators of on the .....

ABSTRACT
This study evaluates how intellectual capital influences Islamic banking performance in Indonesia. The IB-VAICTM method for measuring intellectual capital has three components: human capital, employed capital, and structural capital. Simultaneously, the profitability ratio or ROA is utilized in Indonesia to evaluate the performance of Islamic banking. The strategy for collecting samples utilizes the method of purposive sampling. The secondary data comprises the annual reports of eleven Indonesian Islamic commercial banks registered with the Financial Services Authority (OJK) between 2016 and 2018. Using version 25.00 of the SPSS application for Windows, the data analysis approach is simple regression. Between 2016 and 2018, this study reveals that intellectual capital significantly impacts the performance of Islamic banking in Indonesia. This study reveals that Islamic commercial banks in Indonesia have incorporated the three components of intellectual capital efficiently.

ABSTRACT
The blended leaning shifts the focus from traditional teaching to the organization of learning activities. It has become an inevitable trend of the development in higher education. Taking the course of the blended learning International Human Resource Management as an example, this paper discusses the characteristics, preparation conditions, implementation process and guarantee measures of blended learning to improve the performance of blended learning.