Do the organizational forms affect passenger satisfaction? Evidence from Chinese public transport service

•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...

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Bibliographic Details
Published in:Transportation research. Part A, Policy and practice Policy and practice, 2016-12, Vol.94, p.129-148
Main Authors: Zhang, Chunqin, Juan, Zhicai, Lu, Weite, Xiao, Guangnian
Format: Article
Language:English
Subjects:
Contracts
Contractual practices
Logit models
Management
Mixed logit model
Operators
Ownership
Ownership structure
Passenger satisfaction
Public transport service
Public transportation
Transportation
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Summary:•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. 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.
ISSN:0965-8564
1879-2375
DOI:10.1016/j.tra.2016.09.007