Assessing bus transit service from the perspective of elderly passengers in Harbin, China

AbstractWith the rapid aging population, the number of elderly passengers using bus services for daily travel will increase. Thus, it is increasingly more important for bus companies to understand the specific service requirements and expectations of elderly passengers. However, we are not aware of any dedicated studies on service requirement and travel satisfaction of the elderly. As an inclusive society is considered a key aspect of sustainable development, guaranteeing travel satisfaction is a sine qua non for sustainable transportation. Therefore, this study develops a customer satisfaction index (CSI) for the elderly. Assuming that perceived service quality affects passenger satisfaction, a structural equation model (SEM) is estimated to derive the importance of 10 dimensions of perceived service quality: reliability, time schedule, route characteristics, ticketing, driver service, convenience, safety and security, cleanliness, comfort, and information services. Furthermore, the effect of satisfactio...