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

Yalong Yuan, Min Yang (Corresponding author), Jingxian Wu (Corresponding author), S. Rasouli, Da Lei

Research output: Contribution to journalArticleAcademicpeer-review

1 Citation (Scopus)

Abstract

With 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 satisfaction on loyalty and filing complaints against the service company is examined. SEM is developed using data from a bus passenger survey, administered in 2017 in Harbin, China.
The results show while some service dimensions such as time schedule and reliability are less important to the elderly (possibly due to their less strict time constraints) other dimensions such as service and security, convenience and driver service are in need of improvement due to the fact that they are very important for the elderly but their perceived performance from the elderly’s
perspective is low.
Original languageEnglish
Pages (from-to)761-776
Number of pages16
JournalInternational Journal of Sustainable Transport
Volume13
Issue number10
DOIs
Publication statusPublished - 26 Nov 2019

Fingerprint

China
Customer satisfaction
Information services
Sustainable development
Industry
Aging of materials
travel
structural model
aging population
driver
services
bus
sustainable development
information service
loyalty
complaint
safety
customer
performance
time

Keywords

  • Elderly passengers, structural equation model, satisfaction index, perceived quality
  • bus transit
  • elderly passenger
  • passenger satisfaction
  • structural equation model

Cite this

@article{74f530a112f24ed0ad91e83d22685799,
title = "Assessing bus transit service from the perspective of elderly passengers in Harbin, China",
abstract = "With 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 ofperceived service quality: reliability, time schedule, route characteristics, ticketing, driver service, convenience, safety and security, cleanliness, comfort, and information services. Furthermore, the effect of satisfaction on loyalty and filing complaints against the service company is examined. SEM is developed using data from a bus passenger survey, administered in 2017 in Harbin, China.The results show while some service dimensions such as time schedule and reliability are less important to the elderly (possibly due to their less strict time constraints) other dimensions such as service and security, convenience and driver service are in need of improvement due to the fact that they are very important for the elderly but their perceived performance from the elderly’sperspective is low.",
keywords = "Elderly passengers, structural equation model, satisfaction index, perceived quality, bus transit, elderly passenger, passenger satisfaction, structural equation model",
author = "Yalong Yuan and Min Yang and Jingxian Wu and S. Rasouli and Da Lei",
year = "2019",
month = "11",
day = "26",
doi = "10.1080/15568318.2018.1512691",
language = "English",
volume = "13",
pages = "761--776",
journal = "International Journal of Sustainable Transport",
issn = "1556-8318",
publisher = "Taylor and Francis Ltd.",
number = "10",

}

Assessing bus transit service from the perspective of elderly passengers in Harbin, China. / Yuan, Yalong; Yang, Min (Corresponding author); Wu, Jingxian (Corresponding author); Rasouli, S.; Lei, Da.

In: International Journal of Sustainable Transport, Vol. 13, No. 10, 26.11.2019, p. 761-776.

Research output: Contribution to journalArticleAcademicpeer-review

TY - JOUR

T1 - Assessing bus transit service from the perspective of elderly passengers in Harbin, China

AU - Yuan, Yalong

AU - Yang, Min

AU - Wu, Jingxian

AU - Rasouli, S.

AU - Lei, Da

PY - 2019/11/26

Y1 - 2019/11/26

N2 - With 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 ofperceived service quality: reliability, time schedule, route characteristics, ticketing, driver service, convenience, safety and security, cleanliness, comfort, and information services. Furthermore, the effect of satisfaction on loyalty and filing complaints against the service company is examined. SEM is developed using data from a bus passenger survey, administered in 2017 in Harbin, China.The results show while some service dimensions such as time schedule and reliability are less important to the elderly (possibly due to their less strict time constraints) other dimensions such as service and security, convenience and driver service are in need of improvement due to the fact that they are very important for the elderly but their perceived performance from the elderly’sperspective is low.

AB - With 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 ofperceived service quality: reliability, time schedule, route characteristics, ticketing, driver service, convenience, safety and security, cleanliness, comfort, and information services. Furthermore, the effect of satisfaction on loyalty and filing complaints against the service company is examined. SEM is developed using data from a bus passenger survey, administered in 2017 in Harbin, China.The results show while some service dimensions such as time schedule and reliability are less important to the elderly (possibly due to their less strict time constraints) other dimensions such as service and security, convenience and driver service are in need of improvement due to the fact that they are very important for the elderly but their perceived performance from the elderly’sperspective is low.

KW - Elderly passengers, structural equation model, satisfaction index, perceived quality

KW - bus transit

KW - elderly passenger

KW - passenger satisfaction

KW - structural equation model

UR - http://www.scopus.com/inward/record.url?scp=85059908719&partnerID=8YFLogxK

U2 - 10.1080/15568318.2018.1512691

DO - 10.1080/15568318.2018.1512691

M3 - Article

VL - 13

SP - 761

EP - 776

JO - International Journal of Sustainable Transport

JF - International Journal of Sustainable Transport

SN - 1556-8318

IS - 10

ER -