The Gaps Model of service quality of ENA Transportation.

Listening Gap: For instance, ENA has counter cleanliness problem. They combine all the passengers of
which are from A/C bus and Non-A/c bus. Their many counters do not contain any seating arrangement
as well as there are no washrooms for passengers to use. ENA’s managers should be aware of this
problem however, they are bad at listening to customers. This shows there is a listening gap that exists.

Design Gap: Most importantly, passengers should feel safe while travelling but due to lack of
management resources; their drivers are speeding in highways and resulting in more accidents than any
other Bus. Above that, it is understandable to cancel the schedule of a particular bus but they inform the
passengers before an hour or two due to poor bus condition.

The Service performance Gap: Passengers may lose their belonging in the bus but they care less to help
due to lack of individual employee’s training level. In addition, passengers may be late while reaching
the location of departure; however, they do not make call to passengers to check whether they are
nearby or not. Moreover, passengers of Sylhet knows that they used the route of Gazipur but they often
use Purbachal route which makes it difficult for passengers even if they want to get down in Tongi,
Airport, Uttara as they have customers from those areas.

Communication Gap: In their website or posters, they show clean and well-maintained buses but rather
it is quite the opposite. They promise to leave on time but often they are late more than 30 minutes and
sometimes they leave sooner than expected from the pickup point.

Internal Marketing:

Listening Gap of ENA can be lessen through providing quality and taking proper action as needed. Such
as ensure counter cleanliness through staffs and taking measure to build washroom on their every
counters.

Design Gap can be overcome through empower and train employees and motivating employees. Like as
discussed if they are motivated enough and are held responsible then it will lower the chances of
accident and the customers will be well informed if their bus schedule is cancelled.

The service performance gap can be closed by using reward and recognise employee achievement and
as well as the culture. If they are given proper bonuses and recognised for their performance they will
be able to help their customers and if the culture of ENA is better than it will motivate their employees
to behave well and maintain professionalism.

Communication gap can be smaller simply by using communication. As seen they promise to give
something making their customer’s expectation more but in reality they are offering much poor service.
This can be overcome by maintaining good communication in every possible way to send the
information to customers.