Enhancing Urban Mobility: A Methodology for Multi-Dimensional Evaluation of Bus Service Quality in Kuala Lumpur Using the Go KL City Bus Network

Urban public transportation plays a critical role in ensuring sustainable mobility, social equity, and economic productivity in rapidly developing cities. Kuala Lumpur, Malaysia, faces growing transportation challenges, particularly due to increasing private vehicle ownership and traffic congestion. This study evaluates the Quality of Service (QoS) of the Go KL City Bus system using three key performance indicators: on-time performance, service frequency, and passenger load factor. A field-based observational methodology was employed to collect real-time operational data from selected routes within the central business district. This study aims to evaluate the operational performance of the Go KL City Bus system by focusing on three main objectives to assess the on-time performance of selected bus routes, to analyse service frequency and headway consistency and to evaluate passenger load factor and capacity utilisation. Findings highlight significant variability in service reliability, frequency consistency, and passenger demand across routes. The results indicate that while the Go KL initiative improves accessibility and promotes sustainable transport, operational inefficiencies still influence user satisfaction and system effectiveness. The study contributes to the growing body of research on urban transport performance and provides strategic recommendations to enhance service delivery and support modal shift from private vehicles to public transport in Kuala Lumpur. The Go KL City Bus system demonstrates potential as a sustainable urban transport solution. However, operational inefficiencies in punctuality, frequency consistency, and passenger distribution limit its effectiveness.

Public transport, Quality of Service (QoS), Bus performance, Kuala Lumpur, Sustainable mobility, Go KL City Bus

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