Service level performance of Ekspres Nasional Berhad / Noorhazreen Abd. Ghani

The objectives of this study are to find out the major problem faced by Ekspres Nasional Berhad (ENB) and its present service level. A survey was made by using structured questionnaires among the users, drivers and the officers of the company. The data were analysed using tables of forms. The problems faced by ENB were due to delay in arrival and departure time, facilities in the buses not fully utilised by commuters, unstrategic refreshment points and others. It is recommended that ENB must overcome these problems in order to compete successfully with their competitors, efficient and highly quality of service to survive and gain customer trust by providing a good condition of bus with good facilities and serve punctuality of departure and arrival time.