Elderly users' level of satisfaction with public transport services in a high-density and transit-oriented city

Ageing populations are becoming common in many cities, and their rapid growth may lead to serious transportation issues when elderly users' mobility is compromised by their inability to access or use public transport. It is of paramount importance to provide good public transport services to the elderly to maintain their quality of lives. An interviewer-administered face-to-face interview survey was conducted in March 2015 in Hong Kong, an example of a high-density and transit-oriented city, among elderly residents aged 60 and above to evaluate their level of satisfaction with various public transport modes. In this paper, an ordered probit model is calibrated to evaluate the relative importance of the quality of nine service aspects to the overall service performance. An importance-satisfaction analysis is conducted to visualize how best to prioritize actions for improving each of the nine service aspects. The findings reveal that the interviewed elderly individuals considered seat availability as the worst performed service aspect, with which 17.8% of them were dissatisfied or very dissatisfied. The condition of stations or stops is identified as the most influential factor affecting the overall satisfaction level with public transport services. These two service aspects hold the top priority for enhancement. The drivers' attitude is suggested to be improved additionally if resources allow. For better public transport services to the elderly and thus enhancing their mobility to more actively participate in social activities, appropriate training and guidance to public transport drivers are recommended to enhance their awareness of driving behavior and attitude; provision of seats and shelters is recommended at the bus stops typically frequented by the elderly; and the culture of offering seats to the needy should be promoted through education.