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Do the organizational forms affect passenger satisfaction? Evidence from Chinese public transport service
Institution:1. School of Civil Engineering and Architecture, Zhejiang Sci-Tech University, Hangzhou 310018, China;2. Antai College of Economics and Management, Shanghai Jiao Tong University, Shanghai 200052, China;3. Scientific Research Academy, Shanghai Maritime University, Shanghai 201306, China;1. Department of Civil Engineering – Transportation Engineering, University of Toronto, 35 St. George Street, Toronto, Ontario M5S1A4, Canada;2. School of Urban Planning, McGill University, Suite 400, 815 Sherbrooke St. W., Montréal, Québec H3A 0C2, Canada;1. Centre for Transport Research, University of Aberdeen, Aberdeen, United Kingdom;2. Department of Civil, Structural and Environmental Engineering, Trinity College Dublin, Dublin, Ireland;3. Institute of Transport Studies, University of Leeds, Leeds, United Kingdom;1. University of Education, Winneba, Dept. of Geography Education, PO Box 25, Winneba, Ghana;2. Hasselt University, Transportation Research Institute (IMOB), Agoralaan, 3590 Diepenbeek, Belgium;3. Vias Institute, Haachtsesteenweg 1405, 1130 Brussels, Belgium;1. Department of Environmental Management, Faculty of Environmental Studies, Universiti Putra Malaysia, 43400 Serdang, Malaysia;2. Kulliyyah of Architecture and Environmental Design, International Islamic University Malaysia, 50728 Gombak, Malaysia
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.
Keywords:Public transport service  Passenger satisfaction  Ownership structure  Contractual practices  Mixed logit model
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