Evaluating passenger satisfaction index based on PLS-SEM model: Evidence from Chinese public transport service
Weite Lu and
Transportation Research Part A: Policy and Practice, 2019, vol. 120, issue C, 149-164
The evaluation method consisting of partial least square (PLS) and structural equation model (SEM) is proposed to measure public transport passenger satisfaction as it systematically analyzes public transport service satisfaction. Taking into account the characteristics of Chinese public transport services, we modify the American customer satisfaction theory and construct the conceptual model of passenger satisfaction index (PSI). The measurement model of PSI is established based on PLS-SEM. Based on the passenger satisfaction data covering 58 Chinese public transport operators of 13 cities, an empirical analysis was carried out. Conclusions are summarized as follows: ① The convenience, safety, reliability, comfort and operational service, which are belonged to passenger perceived quality, have a significant direct positive effect on the passenger satisfaction. ② The correlations between passenger expectations, passenger perceived value, passenger loyalty and passenger satisfaction are all significant direct positive. ③ The correlations between passenger satisfaction, passenger loyalty and passenger complaint are all direct negative. ④ Passenger satisfaction index score of 13 cities is as low as 68.88. According to the results, some feasible suggestions are proposed from perspectives of both the enterprise operation and industry regulation to improve the healthy and orderly development of public transport industries.
Keywords: Public transport; Passenger satisfaction index; American customer satisfaction index; Structural equation model; Partial least square (search for similar items in EconPapers)
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1) Track citations by RSS feed
Downloads: (external link)
Full text for ScienceDirect subscribers only
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:eee:transa:v:120:y:2019:i:c:p:149-164
Ordering information: This journal article can be ordered from
https://shop.elsevie ... _01_ooc_1&version=01
Access Statistics for this article
Transportation Research Part A: Policy and Practice is currently edited by John (J.M.) Rose
More articles in Transportation Research Part A: Policy and Practice from Elsevier
Bibliographic data for series maintained by Haili He ().