Influence mechanism of the corporate image on passenger satisfaction with public transport in China

Anning Ni, Chunqin Zhang, Yuting Hu, Weite Lu and Hongwei Li

Transport Policy, 2020, vol. 94, issue C, 54-65

Abstract: Exploring the influence mechanism of corporate image on passenger satisfaction with public transport (PT) and significantly improving passenger satisfaction is prominent. This is because it is an essential determinant for increasing passenger numbers and revenue for PT. Taking into consideration the characteristics of PT in China, we adjust the European Customer Satisfaction Index (ECSI), and build the structural model and measurement model of the passenger satisfaction index. Based on the passenger satisfaction data in Hangzhou, empirical evidence has been verified based on Partial least square-Structural Equation Mode (PLS-SEM). The significant findings of this study are as follows: ➀ corporate image promotes perceived quality and value directly, while it does not significantly affect the satisfaction directly. ?2¡ð2 The safety, convenience, reliability, comfort, economy, and rapidity, which are described the characteristics of perceived quality, significantly affect the perceived value and passenger satisfaction directly. Meanwhile, the perceived value affects passenger satisfaction with PT positively. When formulating a satisfaction promotion strategy, public transport enterprises can focus on three major aspects of service characteristics: convenience, safety, and comfort.

Keywords: Public transport; Corporate image; Passenger satisfaction; Perceived quality; Perceived value (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (12)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0967070X19306900
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:trapol:v:94:y:2020:i:c:p:54-65

Ordering information: This journal article can be ordered from
http://www.elsevier.com/wps/find/supportfaq.cws_home/regional
https://shop.elsevie ... _01_ooc_1&version=01

DOI: 10.1016/j.tranpol.2020.04.014

Access Statistics for this article

Transport Policy is currently edited by Y. Hayashi

More articles in Transport Policy from Elsevier
Bibliographic data for series maintained by Catherine Liu ().