The information about the proportion of bus services arriving on time compared to the

target figure set by a company is given through the first bar chart. Meanwhile, the second bar
chart illustrates the figure for passengers’ complaints from 1999 to 2003.

Overall, it is obvious that the figure for punctuality which the company trying to
achieve experience a downward trend. Whereas there was an increase in the number of
complaints from passengers during the period shown.

In 1999, between the figure for the target and actual of bus service arriving on time, the
former, which reached 86% was higher than the other with difference of only 1% in 1999.
However, the following year actual punctuality saw a sharp decrease to just over 82%, in
contrast that of the target showed the stability of 86%. In 2003, while the percentage of
expected punctuality saw a minimal decline by around 2% to 84.5%, that of what actually
happened sharply increased to 85%.

In regard to the number of complaints per thousand passengers stood at around 70 in

1999. By 2003, the figure for complaints from passengers had dramatically grown to 100
thousand before this figure slightly reduce by 10 thousand. The 2 years witnessed a
significant growth to 120 thousand in the figure of passengers complaining.