Improve Service Quality Research Articles

Effect Of Strategic Innovation On Sustainability Of Mission Hospitals In Kiambu County, Kenya

Kenya's healthcare sector plays a crucial role in economic growth and the realization of Vision 2030. Mission hospitals in Kiambu County, however, face sustainability challenges, including inadequate financial resources, staff turnover, weak health systems, and patient non-payment. This study investigated how strategic innovation affects the sustainability of these hospitals, focusing on business models, services, processes, and technological innovations. The research involved 100 managers from seven mission hospitals, using a census approach and a cross-sectional descriptive design. Data were analysed using SPSS, with multiple linear regression to determine relationships between variables. The study found that adopting innovative business models, aligning with market trends, improving service quality, and implementing technological solutions like telemedicine and electronic health systems significantly enhanced operational efficiency, patient satisfaction, and financial stability. The study recommended that mission hospitals regularly review and adapt their value propositions, while the government should support innovation through policies to ensure healthcare sustainability.

Current sedation practices for non-invasive procedures in tertiary maternity and children's hospitals in China: a 5-year update.

Sedation techniques can ease anxiety during medical procedures for children. Our previous report on Chinese sedation practices for non-invasive procedures in 2018 is outdated due to the rapid development of sedation services. This study provides an updated report on sedation practices for non-invasive procedures in China. This is a cross-sectional study. Questionnaires were sent to tertiary maternity and children's hospitals nationwide through the WeChat Mini Program. The survey questioned the location and caseloads of hospitals providing sedation services, support facilities, contraindications, fasting practices, sedation regimens, monitoring practices, staff structure, certification requirements for sedation providers and quality control data. Procedural sedation for non-invasive procedures were provided in 88 of 114 hospitals. These hospitals are located across the country except Heilongjiang province and the Tibet Autonomous Region. Compared with previous reports, significant increases were found in the number of hospitals providing sedation services, dedicated sedation rooms and recovery rooms and full-time sedation providers. Most hospitals advocated the 2-4-6 rule for pre-sedation fasting. Dexmedetomidine was the most used first-choice sedative. Anaesthesiologists remain the primary sedation providers, but nurses are also important. The most mentioned qualification requirements for sedation providers were a professional title of attending doctor, ≥5 years of working experience in paediatric anaesthesia and paediatric advanced life support certification. Sedation service records were used in 83 hospitals, but only 42 and 39 recorded success rates and adverse events, respectively. Sedation services for non-invasive procedures are available in most areas of China. More hospitals now provide sedation services and full-time sedation providers. Supporting facilities and sedation regimens have improved. Non-anaesthesiologist sedation providers are important at current stage, developing training programmes for them may be necessary. Attention should be focused on quality control and improvement of sedation services.

How do licensing boards provide oversight? An Idaho case study

AbstractOccupational licensing laws are designed to improve service quality and protect consumers from harm by establishing entry requirements and oversight of practising professionals. Evidence on the effects of licensing is mixed. The quality of services is difficult to measure objectively, complicating attempts to compare costs and benefits of regulation. A 2017 executive order in the US state of Idaho required licensing boards to report disciplinary actions against professionals. This new source of data provides some insight into the type of enforcement undertaken by licensing boards. We find that disciplinary actions directly related to quality are rare. Between 0.01 and 0.38 per cent of licensees are disciplined for quality‐related issues; 36 to 53 per cent of total disciplinary actions are directly related to quality, with the rest covering technical breaches.

A COMPREHENSIVE STUDY OF MACHINE LEARNING APPROACHES FOR CUSTOMER SENTIMENT ANALYSIS IN BANKING SECTOR

This study explores the application of sentiment analysis in the banking sector, focusing on customer feedback to enhance service quality and customer experiences. We collected a comprehensive dataset of approximately 100,000 entries from diverse sources, including customer satisfaction surveys, social media platforms, and direct feedback. A robust preprocessing pipeline was employed to address challenges associated with unstructured data, informal language, and mixed sentiments. We evaluated several machine learning and natural language processing models, including Logistic Regression, Naive Bayes, Support Vector Machine (SVM), Random Forest, Long Short-Term Memory (LSTM), and BERT (Bidirectional Encoder Representations from Transformers), using metrics such as accuracy, precision, recall, F1 score, AUC-ROC, and training time. The results revealed that advanced models, particularly BERT, achieved superior performance with an accuracy of 88% and an F1 score of 0.86, demonstrating an exceptional ability to capture nuanced sentiments. This study underscores the importance of employing sophisticated sentiment analysis techniques in banking to derive actionable insights from customer feedback. The findings suggest that leveraging advanced models can significantly improve service quality and customer satisfaction, while also presenting avenues for future research into real-time sentiment analysis and its integration with customer relationship management systems.

Optimizing Internal Supervision: The Role of Time and Location in Enhancing Health Center Service Quality in Kendari

Introduction: The problem in this study is the data on the achievement of health center accreditation in Kendari City, namely: 10 intermediate health centers (66%), 2 basic (13%), 2 main (13%) and 1 plenary (6.6%). This data indicates that not all health centers have implemented service standards according to PMK 46 of 2015 concerning Health Center Accreditation Standards, this condition provides an illustration that technical guidance and supervision carried out at the Health Center have not been carried out optimally. The purpose of this study was to analyze the relationship between internal supervision strategies and improving the quality of health services as a managerial function at the Kendari City Health Center. Method: This type of research is quantitative Observational using Cross Sectional Study design. The population of the study were all health center leaders, Personal Health Efforts managers, Public Health Efforts managers and quality managers totaling 60 people at Kendari City health centers. The sampling method used the Total Sampling technique. Result: The results of the chi-square test on the supervision time variable obtained a value of X2 hit = 17.019, the location of supervision obtained a value of X2 hit = 13.081. Conclusion: There is a relationship between the time of supervision and the location of supervision with the improvement of service quality at the Kendari City Health Center.

Analysis of Perceptual Differences Between Employees and Management in Organizational Communication Practices at The Level of Culture in The Bucketlist Indonesia

This study analyzes the perceptual differences between employees and management in organizational communication practices at The Bucketlist Indonesia, a family business operating in the tourism sector. Using a mini-ethnography approach and an interpretive paradigm, this study explores verbal and non-verbal communication applied within the context of organizational culture, utilizing Schein's (2004) level of culture theory. The findings reveal perceptual alignment in several aspects such as the logo and office layout, but also identify significant differences related to uniforms, appearance, and language style. These perceptual differences reflect variations in understanding and internalization of organizational values, which can impact service consistency and customer perceptions. This study highlights the importance of effective internal communication in creating a unified vision and improving service quality. The findings are expected to provide insights for The Bucketlist Indonesia and similar businesses in managing organizational communication to support growth and business success.

콜드체인 운송플랫폼의 IPA분석을 통한 가구 특성별 물류서비스에 관한 연구

Purpose: This study suggests logistics service improvements by analyzing the importance of, and satisfaction with, a domestic cold chain transportation platform. In addition, it differs from previous studies in that it is divided into single-person and multi-person households to understand the importance and satisfaction. Research design, data, and methodology: Data were collected on the importance of, and satisfaction with, service reliability, empathy, convenience, stability, and economic feasibility for service consumers who have used a cold chain transportation platform. Results: The cold chain transportation platform needs to provide additional services that can reduce the burden of transportation costs or increase satisfaction, and there is a need to improve the UI to make the delivery platform easier. In addition, in cold chain transportation services for single-person households, service quality improvement taking this into account is required. Conclusions: Through prior research, selection factors for a cold chain transportation platform were derived, and the implication is that service improvement is suggested through the IPA.

Relationships Between Corporate Image Perception and Service Compensation Perception: A Study on Boutique Hotels in Core Cappadocia

Businesses' primary goal in providing a service is to ensure that the service is delivered correctly. Nowadays, companies face a great deal of customer pressure and are confronted with increasingly conscious consumer expectations. Service employees facing pressure can lead to errors and shortcomings in the service delivery process. In the intensely competitive environment, businesses need to pay more attention to service recovery to differentiate themselves. The literature review suggests that customer complaints affect corporate image perception. Based on this, this study investigates the effect of corporate image perception on service recovery perception. The research is designed quantitatively and the survey technique is selected as the data collection method. Local and foreign tourists staying in boutique hotels in the Core Cappadocia were included in the study. Data was obtained from 388 tourists. The analysis results indicate that the service experiences of customers at the hotel significantly influence the corporate image. Additionally, it is emphasized that hotels should develop an effective recovery strategy and respond quickly and positively to customer complaints. This study highlights the need for hotels to improve service quality and strengthen recovery policies to increase customer satisfaction and gain a competitive advantage.

Informal contracts' influence on shipping efficiency: a customer- perspective of package delivery agent

Understanding the role of informal agreements can help delivery services prioritize customer preferences, leading to improved service quality and customer satisfaction. Unfortunately, where there are gaps either on general understanding of communication stand in-between the different of failure and success. This qualitative research study delves into the dynamics of informal contracts between customers and package delivery agents, and their impact on the efficiency of the shipping process. The research aims to gain a deeper understanding of how these unwritten agreements affect various aspects of the delivery process from both the customer and delivery agent viewpoints. Through in-depth interviews and thematic analysis, this study sheds light on the nuances of these informal arrangements and their role in shaping the overall shipping experience. The study revealed that informal agreements play a significant role in package delivery experiences. Participants described unspoken arrangements formed through trust and effective communication. Adherence to these agreements positively influenced service efficiency, with prioritized deliveries and improved accuracy. However, deviations from agreements led to emotional reactions such as frustration and disappointment, impacting the perceived trustworthiness of the delivery service. Additionally, the study highlighted cultural variations in the adoption of informal agreements and the importance of clear communication in establishing and maintaining these arrangements.

The Influence of Digital Marketing and Service Quality on Customer Loyalty among Gojek Users (Case Study of FISIP Students at Riau University)

This research aims to identify and analyze the influence of digital marketing and service quality on customer loyalty among Gojek users, with a focus on students at the Faculty of Social and Political Sciences (FISIP) at Riau University. The research method used was a survey using a questionnaire distributed to respondents who were Gojek users among FISIP students at Riau University. The data analysis technique used is multiple linear regression. The results of this research show that digital marketing has a significant influence on customer loyalty among Gojek users among FISIP students at Riau University. Apart from that, service quality also has a significant influence on customer loyalty among Gojek users among FISIP students at Riau University. Thus, it can be concluded that both digital marketing and service quality have an important role in forming customer loyalty on the Gojek platform among FISIP students at Riau University. It is hoped that the findings from this research can contribute to the development of digital marketing strategies and improve service quality for Gojek and other similar companies in increasing customer loyalty, especially among FISIP students at Riau University and can also be a reference for further research in the same field.

Analysis of Bus Public Transportation Passenger Satisfaction Level Route Manado - Tondano, North Sulawesi

Transportation has a strategic role in supporting economic development, especially in meeting the needs of transportation services for people and goods. This research aims to analyze the level of satisfaction of bus public transport passengers on the Manado - Tondano route, North Sulawesi. The methods used in this study are Importance and Performance Analysis (IPA) and Service Quality (SERVQUAL), which assess passenger perceptions and expectations of bus service quality. Data were obtained through a questionnaire survey covering five dimensions of service quality, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results showed that the majority of respondents were female under the age of 20, with dominant occupations as students or college students, and income below Rp1,500,000. Based on the gap analysis between performance and expectations, it was found that all service attributes have negative values, with an average gap of -1.38, which indicates that bus services are still below passenger expectations. This research provides important implications for transportation service providers to improve service quality to meet passenger expectations.

The Impact of E-Ticketing System on Bus Transportation Service in Tanzania

This study investigates the impact of the e-ticketing system on bus transportation services in Tanzania. The main objective of the research is to assess how the e-ticketing system influences various aspects of bus transportation in Tanzania. Specific objectives include examining the role of e-ticketing, identifying the challenges it poses, and exploring strategies for its improvement. Primary data were collected through well-structured questionnaires and in-depth interviews, providing both quantitative and qualitative insights into the effectiveness of the e-ticketing system. The findings reveal that the e-ticketing system has significantly enhanced revenue management, passenger convenience, sustainability, and fraud prevention, with significance levels of .02, .01, .02, and .02, respectively. These results highlight the system's valuable contribution to improving service quality. However, the study also identifies several challenges, including technical issues, connectivity problems, resistance to change, and security concerns. To address these challenges, the study proposes strategies such as increasing awareness and educational campaigns, upgrading technology and infrastructure, implementing offline options, and enhancing feedback and support mechanisms. These recommendations aim to optimize the e-ticketing system's effectiveness and address its limitations, ultimately improving the overall bus transportation service in Tanzania.

Analysis of Service Quality Improvement Using Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) Methods (Case Study at PDAM Banggai Regency)

PDAM Kab.Banggai is a service company that has the aim of meeting the needs in the field of clean water must provide the best service. The purpose of this research is to analyze service quality based on customer satisfaction and find out the factors that affect service quality to get a solution to the causes of problems based on service quality. This research will use the servqual method to measure service quality with the level of perceptions and expectations of consumers in the services provided by service providers. Furthermore, the Importance Performance Analysis (IPA) method is used in measuring the level of importance and performance so that the company can find out the attributes that need to be improved and maintained in service based on a Cartesian diagram and will produce a basis for customer satisfaction. After that, the Fishbone Diagram is used to analyze the consequences by finding and describing the factors that cause the existing problems. Then given the proposed improvements and submitted PDAM to be followed up by PDAM Kab.Banggai. The results of the Service Quality analysis of the quality of service of PDAM Kab. Banggai obtained a negative Gap in the Reliability dimension at attribute B5 (-1.200), in the Responsiveness dimension obtained a negative Gap at attribute C1 (-1.140), at attribute C2 with a negative Gap (- 1.120) and in the Assurance dimension with a negative Gap (-0.560). The results of the analysis using Importance Performance Analysis obtained 4 attributes that are among the top priorities for improvement, namely the attributes contained in quadrant I. The four attributes that are the top priorities for improvement are the ease with which customers can submit complaints online to the PDAM, employees are responsive when answering complaints from customers through online media such as whatsapp, officers contact customers when they cannot fulfill the specified repair promise and the use of PDAM services Kab. Banggai is guaranteed to be safe when making payment transactions. The proposed improvements given to PDAM Kab. Banggai are Attribute D2, namely conducting a re- check before making payment bills to customers, collaborating with third parties such as banks and outlets (indomaret, alfamidi, etc.) and making payment applications directly linked to PDAM accounts so that there is no manipulation during the payment process. Attribute C2 is instilling a sense of responsibility in officers and openness to customers to contact customers as soon as possible if something happens or cannot fulfill the specified repair promise, the need to make SOPs so that they have standard provisions for contacting customers if they cannot fulfill repair promises and provide facilities to contact customers. Attribute C1, namely recruiting Customer Service and implementing a 24-hour work shift system to be available if there are complaints via messages or calls, implementing online complaint services for 24 hours to be responsive to answering customer complaints and providing social media accounts that are always updated to provide information about PDAM and responsive when there are complaints from customers online. Attribute B5, namely implementing a work shift system for officers who are available when there are complaints via messages or calls, implementing online complaint services through social media and providing media for customers to submit complaints online such as providing PDAM contact numbers that are always active 24 hours. For further research, it is hoped that it will be able to research to implement the proposed improvements provided and analyze the quality of service after implementing the proposed improvements provided by the author so that the effectiveness of the services that have been implemented can be known.

The Prevalence of Frailty Among People Experiencing Homelessness Attending a Primary Care Clinic: A Service Evaluation and Quality Improvement Initiative

Abstract Background Frailty is traditionally considered a geriatric syndrome though can present at a younger chronological age among people experiencing homelessness (PEH) due to risk factors such as poor nutrition, addiction and loneliness. Our walk-in primary care clinic for PEH has not previously recorded frailty status or prevalence among attendees, which would provide an opportunity to offer effective, evidence-based interventions. As part of a quality improvement initiative (QI), we evaluated frailty prevalence to improve our service to PEH. Methods The frailty status of adults presenting consecutively to a general practitioner at an urban, walk-in primary care clinic in Ireland dedicated to PEH was measured each Monday during a service evaluation in the first two months of 2024. Frail Scale (criteria: fatigue, resistance, ambulation, illness and weight loss; 0=robust, 1-2=pre-frail, 3-5=frail)) and the Clinical Frailty Scale (CFS) were used. Results 73 adults presented (median age 41.5), 21 female (28.8%)). 24 were frail on the Frail Scale (32.9% of total presenting), of which 4 were female (19.0% of females presenting) and 20 were male (38.5% of males presenting). 43 were pre-frail on the Frail Scale (58.9% of total presenting), of which 15 were female (71.4% of females presenting) and 28 were male (53.8% of males presenting). The median CFS was 4 (vulnerable). The most common frailty indicators were fatigue (68.5%) and weight loss (64.4%). Conclusion Frailty and pre-frailty were highly prevalent among PEH at our primary care clinic. A third were frail and over half pre-frail. The prevalence of this reversible syndrome had not previously been evaluated. Our findings underline the opportunity to improve our service by screening for frailty among PEH and offer appropriate interventions to reverse frailty and build resilience. Service evaluation and QI initiatives can enable application of research evidence and improvement of real-world clinical care.

Service Quality Improvement Strategies Through Strengthening Organizational Culture, Transformational Leadership, Self-Efficacy, and Work Engagement

This study aims to analyze the improvement of service quality through strengthening organizational culture, transformational leadership, self-efficacy, and work engagement. The types of data in this study are quantitative data and qualitative data. Research data collection was carried out using a questionnaire to respondents. In this study, the data analysis stage begins with descriptive variable analysis, prerequisite test analysis, and continued with path analysis. The results showed that 1) there is a significant direct positive effect of organizational culture (X1) on service quality (Y), 2) there is a significant direct positive effect of transformational leadership (X2) on service quality (Y), 3) there is a significant direct positive effect of self-efficacy (X3) on service quality (Y), 4) there is a significant positive direct effect of organizational culture (X1) on work engagement (X4), 5) there is a significant positive direct effect of transformational leadership (X2) on work engagement (X4), 6) there is a significant positive direct effect of self-efficacy (X3) on work engagement (X4), 7) there is a significant positive direct effect of work engagement (X4) on service quality (Y), 8) there is a significant positive indirect effect of organizational culture (X1) on service quality (Y) through work engagement (X4), 9) there is a significant indirect positive effect of transformational leadership (X2) on service quality (Y) through work engagement (X4), 10) there is a significant indirect positive effect of self-efficacy (X3) on service quality (Y) through work engagement (X4).

A Quality Improvement Project On The Introduction Of A Nurse-Led, Patient Self-Monitored Blood Pressure Telehealth Platform

Abstract Background Telehealth is a strategy for health and wellbeing promotion. Hypertension is a modifiable risk factor in vascular health. Timely, reliable and accessible identification of this risk is important. Working within an interdisciplinary ambulatory neurovascular hub, a nurse-led model of service provided the opportunity to effectively identify and modify this risk through the secondary prevention measure of hypertension management. Methods An interdisciplinary neurovascular service quality improvement group, the “Stroke Big Room”, evaluated service models and telehealth platforms for patient-self monitoring of hypertension. The telehealth “Florence” platform was introduced. An accompanying Patient Information Leaflet was developed with the Communications Team within the Trust. Patients with a blood pressure of 130/80mmHg and a confirmed diagnosis of minor stroke or transient ischaemic attack were offered the “Flo” platform. Results A 20-patient sample found: 50% required no treatment change, 30% were commenced on antihypertensive treatment and 20% required antihypertensive dose increase. In the 2023/24 financial year, 285 patients participated in the Flo platform. Conclusion Timely identification and modification of hypertension is a reversible risk factor for neurovascular disease. A nurse-led service for the provision of, education on and support in use of a telehealth monitoring platform is an effective approach. This service model allows for effective secondary prevention treatment in a rapid and accessible way. The telehealth platform “Flo” was accessible to patients on the basis of patient reported outcome measures. As a result of the use of the platform, pharmacotherapeutic interventions occurred in 50% of participants in this telehealth programme.

Sistem Informasi Penyewaan Arena Futsal dan Alarm Permainan dengan Menggunakan Laravel Berbasis Web di Kota Kraksaan Kabupaten Probolinggo

The advancement of information technology has transformed the management of futsal businesses, simplifying processes such as court reservations, schedule management, payments, and providing automated notifications to users through a game alarm feature. This system also includes an automatic reporting feature that generates accurate and real-time rental summaries. This study aims to design and implement a web-based futsal rental information system using the Laravel framework, featuring a game alarm to enhance management efficiency. The system is designed to address limitations in futsal rental management and time scheduling, as well as simplify the reporting process, which is currently done manually. The system development follows the waterfall model, which includes requirements analysis, system design, implementation, testing, and maintenance stages. The results show that the implementation of this web-based system significantly improves the efficiency of futsal court management in Kraksaan City, particularly in managing game time, rental reporting, and real-time financial management. The game alarm feature effectively reduces time conflicts between users, while the automatic reporting feature helps business owners track revenue and rental trends easily. The implementation of this system is expected to improve service quality and provide a better user experience, while assisting business owners in managing their operations more efficiently.

CIPerf: a benchmark for continuous integration services performance and cost analysis

Continuous Integration is a crucial practice in modern software development, enabling teams to automate the process of building, testing, and merging code increments to ensure continuous delivery of high-quality software. Despite its growing adoption, the cost and performance of Continuous Integration services often go unexamined in sufficient detail. This paper presents CIPerf, a comprehensive benchmark designed to analyze both the performance and cost of cloud-based and self-hosted Continuous Integration services. The study centers on a comparison between two specific services: Bitbucket Pipelines, a cloud-based offering by Atlassian, and Hetzner, a self-hosted solution. By focusing on these platforms, the research aims to provide practical insights into the real-world costs and execution performance of Continuous Integration services. To achieve this, CIPerf conducted automated tests on an hourly basis over a two-month period, measuring critical timeframes such as resource provisioning, environment setup, and the actual test execution times. The results showed significant differences in both the cost efficiency and the consistency of performance between the two services. For instance, Bitbucket Pipelines, while convenient in its cloud-based offering, demonstrated higher variability in provisioning times compared to the stable, predictable performance of Hetzner’s self-hosted environment. The analysis also explored how these performance metrics influence key software development metrics, including deployment frequency and developer productivity. CIPerf provides a clear methodology for developers and organizations to objectively assess their Continuous Integration service options, ultimately helping them optimize their workflows. Moreover, this benchmark can serve as an ongoing tool to monitor service performance over time, identifying potential degradations or improvements in service quality, thus offering longterm value for teams that rely on Continuous Integration for their development processes.

ANALISIS TINGKAT KEPENTINGAN DAN KINERJA (IMPORTANCE-PERFORMANCE ANALYSIS) NILAI KEGUNAAN APLIKASI M-COMMERCE

Good application quality can bring user satisfaction to form user’s loyalty and trust in the company. The level of user satisfaction is different between Gojek and Grab even though each them has similarities in application features. Gojek and Grab are trying to make position as the most popular by the community in getting people's needs quickly and efficiently with huge competitive. This study aims to analyze and compare the usability qualities of Gojek and Grab based on the User Experience Questionnaire (UEQ) approach on the dimensions of attractiveness, perception, efficiency, dependability, stimulation and novelty. Measurements are made using Importance-Performance Analysis to graphically measure customer satisfaction so that service quality improvement priorities can be established. The data was collected by questionnaire to 32 selected respondents who accessed the Gojek and Grab applications in the Greater Jakarta area in August-December 2022. Based on the results of the study, the position of the usability quality attributes in Gojek and Grab was visually almost the same for each IPA quadrant. The Gojek application is superior in 5 dimensions to Grab, in terms of attractiveness, perception, dependability, stimulation, and novelty. Grab has one dimension that is superior to Gojek, in terms efficiency.

Examining bus service quality among clusters of commuters: the case of Maputo Metropolitan Area, Mozambique

ABSTRACT The Maputo Metropolitan Area's bus transport service is comprised of both formal and informal operations, characterized by declined service quality. To improve service quality, the Maputo Metropolitan Transport Agency is transitioning to formal operations. The study aims to determine who experiences substandard bus service and where, to inform targeted actions. Data from 8,095 bus users were analysed using cluster analysis, Sankey diagrams, and multicriteria analysis, revealing four distinct behavioural clusters (C1–C4). C1 (Non-frequent-early evening) and C4 (Non-frequent-early morning) commuters experience low and very low service quality, respectively, needing increased bus frequency and easy-to-board buses. C2 (Non-frequent-daytime) commuters enjoy high service quality but could benefit from dedicated bus lanes to further improve frequency and convenience. C3 (Frequent-short travel time) commuters experience very high service quality but require direct bus lines from the suburbs to the CBD to reduce travel costs. The study findings form a basis for targeted bus service improvements.