## 5 Discussion  
As identified during the user observation, bus lanes are not used by buses causing traffic congestion and an unsafe environment for pedestrians. Bus priority has been trialled in Kuala Lumpur, but it has not been strongly pursued, hence promoting unsafe drivers' behaviours [13]. To avoid such situations reinforcing dedicated bus lanes should be provided [41], which would have minimal impact on the existing infrastructure. This is evidenced positively in Seoul, South Korea, where the bus service was improved by upgrading over 70 km of dedicated median-bus lanes resulting in nearly doubling the bus operating speed [42]. The geographic context and population density of Seoul is similar to Kuala Lumpur, which shows that with appropriate planning, government intervention and improved designs, similar improvements are possible. The issue of safety is a crucial issue for passengers and appropriate plans are required to support them [43]. Considering pedestrians' safety and daily routine is essential when restructuring public transport systems, especially when the restructure is to enhance and promote better public transportation usage [22]. The quality of pedestrian paths and accessibility of bus services, as well as the bus network, bus transit time, and travelling time, are the significant factors that require greater design input to attract more public transport usage [3,11]. The manner in which bus fares were collected in different ways was also identified as one of the key current issues that requires intervention. Smart ticketing systems have been implemented throughout the world and have dramatically improved efficiency and travel times. According to [PERSON] [28], the smart ticketing service contributes to a significant increase in the use of bus services. An example is the smart ticketing service introduced in Seoul in 2004, which integrated both bus and rail systems [44]. This smart ticketing allowed users to use both bus and rail service conveniently and discounted fares for regular users--a major factor in the uptake of this service [44]. Smart ticketing systems are now common practice in most major cities around the world and include the Oyster Card in London, the Octopus Card in Hong Kong and the Myki Card for Melbourne. However, Malaysia has yet to catch up and is still using outdated ticketing systems. As noted previously, prioritising and understanding the importance of service quality surrounding the bus system is essential. Most of the outer suburban public transport users use the LRT as their main means of transport, with a large number of people using the 'park and ride' system. LRT system in Malaysia is the most popular means of transport [15] because of the reliability it provides which current bus systems fail to deliver. Inclusion of all of the aforementioned aspects regarding improved public transportation development is important when designing a system that promotes greater uptake [45]. This includes the condition of the pedestrian infrastructure and connectivity between transport modes. With continuous road works and constructions in Kuala Lumpur, the pedestrian infrastructure is poorly maintained, resulting in potentially dangerous conditions. A study by [21] on the modelling of transport behaviour in Kuala Lumpur supports the results from the questionnaire by suggesting the need for an improved and efficient public transport system to attract vehicle owners and entice users away from personal vehicles [21]. This was supported in the questionnaire analysis when participants were asked their preferred mode of transport and the reason why. In this study, 'efficient' refers not just to punctuality but to the whole system experience, making it worthwhile for the commuters using public transportation systems. Major factors such as travel time and travel cost, distance from home to public transport and distance from home to work are the contributing factors that influence the modal shift from vehicle to public transport in Malaysia [21]. In a similar study by [PERSON] et al.