EVALUATING THE QUALITY OF SERVICE (QOS) OF URBAN BUS PERFORMANCE IN THE CAPITAL STATE OF PERAK, MALAYSIA

Authors

  • Shuhairy Norhisham Department of Civil Engineering, College of Engineering, UNIVERSITI TENAGA NASIONAL, MALAYSIA
  • Nor Najwa Irina Mohd Azlan Department of Civil Engineering, College of Engineering, UNIVERSITI TENAGA NASIONAL, MALAYSIA
  • Muhammad Fadhlullah Abu Bakar Department of Civil Engineering, College of Engineering, UNIVERSITI TENAGA NASIONAL, MALAYSIA
  • Nur Syafiqah Mohd Shkuri Department of Social Science & Humanities, College of Continuing Education, UNIVERSITI TENAGA NASIONAL, MALAYSIA
  • Noor Insunfatima Abu Bakar Office of Honorary President, PERDANA LEADERSHIP FOUNDATION, MALAYSIA

DOI:

https://doi.org/10.21837/pm.v24i43.2133

Keywords:

sustainable public transportation, urban bus performance, quality of service (QOS), carbon footprint, green energy

Abstract

Global urbanisation results from demographic trends, such as population growth, migration from less urban to developed areas and international migration to developed countries. Rapid population growth has increased the number of vehicles. Moreover, ongoing infrastructure development has struggled to keep pace with the urban population growth. The objective of this study was to assess the quality of urban bus services in Perak, Malaysia. The data were collected from Terminal Bus Medan Kidd in Ipoh, Perak. To assess bus performance in this study, the transit capacity and quality of service manual (TCQSM, 2013) were selected as the main guidelines. Results showed that the average operational duration was 14 h and 4 min with daily rating of QOS C. The average service frequency recorded a headway of 76 min, a corresponding rating of QOS E. Punctuality assessment had an average on-time departure rate of 80.74%, a corresponding rating of QOS D. The overall QOS corresponded to an overall classification of QOS C (QOS score of 3.75). Bus services in Ipoh are operationally sufficient, but operational optimisation is required to achieve a more reliable and user-oriented bus service.

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Published

2026-08-09

How to Cite

Norhisham, S., Mohd Azlan, N. N. I., Abu Bakar, M. F., Mohd Shkuri, N. S., & Abu Bakar, N. I. (2026). EVALUATING THE QUALITY OF SERVICE (QOS) OF URBAN BUS PERFORMANCE IN THE CAPITAL STATE OF PERAK, MALAYSIA. PLANNING MALAYSIA, 24(43). https://doi.org/10.21837/pm.v24i43.2133

Issue

Vol. 24 (2026): PLANNING MALAYSIA JOURNAL : Volume 24, Issue 4, 2026

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Article

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