| Summary: | Public transportation (PT) contributes to both the economical and physical health of individuals, it brings financial benefits to communities, and a key component of a healthy business ecosystem by increasing mobility options. The objective of this research is to develop a bus performance index of the existing PT system. This research utilised the multi-method approaches in Penang based on the perceptions and expectations of the bus users. A developed TRANSQUAL model is based on the existing SERVQUAL model, producing a set of 34 benchmark items and 7 dimensions that consist of reliability, safety, environment, responsiveness, accessibility, infrastructure and image as discussed in previous articles. Further study enhanced through the TRANSQUAL application, deficiencies of bus system performance in certain route is identified and might be improved. Subsequently, the bus performance index for each route was determined through the application of the mathematical composite index. Meanwhile, it can act as a monitoring aid to the service provider. At that point, service quality can be enhanced and the public will be attracted to use the buses as the main means of transportation. © Published under licence by IOP Publishing Ltd.
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