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A platform for research: civil engineering, architecture and urbanism
Do the organizational forms affect passenger satisfaction? Evidence from Chinese public transport service
Highlights We discuss on the effect of organizational forms on the passenger satisfaction of public transport service in China. We firstly apply PLS-SEM based on customer satisfaction theory to measure the passenger satisfaction. We secondly use the mixed logit model to assess the effect between the passenger satisfaction and organizational forms. The effect of organizational forms on the passenger satisfaction is confirmed.
Abstract This paper presents a discussion on the relationship between organizational forms (including the ownership structure and the contractual practices) and passenger satisfaction of Chinese public transport service. To test this proposition, an original rich data set covering 4702 respondents and 58 public transport operators of 13 cities for the period 2013–2014 is used. We firstly estimate the passenger satisfaction based on customer satisfaction theory and PLS-SEM, and then take into consideration the mixed logit model to assess the effect between them. Conclusions drawn from the study are summarized as follows: ① The effect of organizational forms on the passenger satisfaction of public transport service is confirmed. ② Public transport services franchised to public ownership offer higher passenger satisfaction than those franchised to private ownership and mixed ownership. ③ Public transport services regulated by the management contracts incite more passenger satisfaction than those regulated by net cost contracts and gross cost contracts.
Do the organizational forms affect passenger satisfaction? Evidence from Chinese public transport service
Highlights We discuss on the effect of organizational forms on the passenger satisfaction of public transport service in China. We firstly apply PLS-SEM based on customer satisfaction theory to measure the passenger satisfaction. We secondly use the mixed logit model to assess the effect between the passenger satisfaction and organizational forms. The effect of organizational forms on the passenger satisfaction is confirmed.
Abstract This paper presents a discussion on the relationship between organizational forms (including the ownership structure and the contractual practices) and passenger satisfaction of Chinese public transport service. To test this proposition, an original rich data set covering 4702 respondents and 58 public transport operators of 13 cities for the period 2013–2014 is used. We firstly estimate the passenger satisfaction based on customer satisfaction theory and PLS-SEM, and then take into consideration the mixed logit model to assess the effect between them. Conclusions drawn from the study are summarized as follows: ① The effect of organizational forms on the passenger satisfaction of public transport service is confirmed. ② Public transport services franchised to public ownership offer higher passenger satisfaction than those franchised to private ownership and mixed ownership. ③ Public transport services regulated by the management contracts incite more passenger satisfaction than those regulated by net cost contracts and gross cost contracts.
Do the organizational forms affect passenger satisfaction? Evidence from Chinese public transport service
Zhang, Chunqin (author) / Juan, Zhicai (author) / Lu, Weite (author) / Xiao, Guangnian (author)
Transportation Research Part A: Policy and Practice ; 94 ; 129-148
2016-09-05
20 pages
Article (Journal)
Electronic Resource
English
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