## 4 Results
### Online Questionnaire
Many of the findings are not unrealistic and with successful leadership the Kuala Lumpur bus system could quickly improve. Table 4 summarises the key findings from the questionnaire to highlight clear actions categorised by service system and design improvements categorised by the questionnaire. \begin{table}
\begin{tabular}{c c} \hline \hline
**Service System Related** & **Design Related** \\ \hline Integrate the bus service and train service by planning the bus route system with fluent transition in mind. & Allocate an electronic display monitor at the bus shelter providing real-time information and/or develop an app that provides real-time information direct to the users’ phone. \\ Design more ergonomic seating and include air & Design more ergonomic seating and include air conditioning, as this would encourage patronage in a sub-tropical climate such as Kuala Lumpur. \\ Dedicate bus lanes to increase speed and frequency of public bus system, as well as safety for pedestrians. & Redesign bus shelter with adequate shelter for weather protection and better lighting for safety. \\ \hline \hline \end{tabular}
\end{table} 
Table 4: Service system and design improvements categorised by the questionnaire. \begin{table}
\begin{tabular}{c c c c c c c} \hline \hline  & **Very** & **Important** & **Somewhat** & **Possibly** & **Not** & **Sum** \\ \multicolumn{1}{c}{} & **Important** & **Important** & **Important** & **Important** & **Important** & **Sum** \\ \hline Frequency of the bus service & 81\% & 15\% & 4\% & 0\% & 0\% & 100\% \\ Better ticketing system & 56\% & 34\% & 8\% & 2\% & 0\% & 100\% \\ Comfort and safety when using the bus & 77\% & 17\% & 5\% & 0\% & 1\% & 100\% \\ Better connection with other modes of transport & 75\% & 19\% & 6\% & 0\% & 0\% & 100\% \\ Better environment & 62\% & 24\% & 11\% & 2\% & 1\% & 100\% \\ Less air and noise pollution & 45\% & 23\% & 23\% & 7\% & 2\% & 100\% \\ Bus shelter design & 45\% & 26\% & 6\% & 3\% & 1\% & 100\% \\ Bus deliver’s attitude & 78\% & 14\% & 7\% & 0\% & 1\% & 100\% \\ \hline \hline \end{tabular}
\end{table} 
Table 3: Ranking of attributes according to their importance. The analysis of the questionnaire outlines the critical areas that need consideration when proposing an improved bus system for Kuala Lumpur. All improvements identified come from future users of such a system and should form a design platform to improve the current state of the Kuala Lumpur bus system. Currently, the attributes listed in Table 3 are rarely present in Kuala Lumpur. The analysis of the questionnaire study helped define the research objectives by narrowing the focus to areas of specific importance to Kuala Lumpur. The design improvements categorised by the questionnaire in Table 4 underpins the importance of this research by diverting usage away from private vehicles that will result in a more sustainable city. The current bus system in Kuala Lumpur has an unfavourable reputation [37], which is to be expected as evidenced by the research conducted in this paper. The system is outdated, does not meet the needs of the public, and fails to connect major transport nodes throughout the city. The dominance of private vehicles is understandable as the alternative modes of transport are inadequate. However, to conclude the questionnaire the last question asked was the willingness of using a newly upgraded sustainable public bus system in which 81 out of 102 (83%) respondents answered yes. This strongly indicates positive modal shift if the recommended improvements were actioned, providing a system that is designed for the users. Motivation is a huge factor in positive social innovation [38]. By providing a viable alternative to private vehicles there will be much more motivation behind a modal shift because it aligns with social benefit and importantly, the alternative serves its purpose more so than what a private vehicle can offer. Such as commuting costs, parking availability, connectivity, comfort and efficient mode-to-mode delivery.