Solutions:

1. KW has to train its staff, select right drivers for providing better service experience and roster
tired drivers. It has to empower drivers to solve customer problems while on the trip.

2. It can offer excellent pay with bonuses. It can have mystery shoppers on the buses to ensure
service quality is ensured.

3. Its has to do customer satisfaction surveys which indicate which drivers are not performing. It
can create focus groups with passengers to understand how driver performance can be
improved. It had to create a system for customer complaints.

4. To evaluate customers' need and want KW has to continually undertakes market research
and stay close to the market. Employ new managers with fresh ideas (who have the backpacker
mindset) for example.

Recommendations:

1. KW should increase advertising at airports.

2. KW should continually add new activities or places to go, so that the passengers are always
getting something more than they expected.

3. It should provide discount during quiet periods as it offer same price throughout year.

4. It should ensure that no passengers affect the enjoyment of other passengers.