IDEAS home Printed from
   My bibliography  Save this article

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


  • Zhang, Chunqin
  • Juan, Zhicai
  • Lu, Weite
  • Xiao, Guangnian


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.

Suggested Citation

  • Zhang, Chunqin & Juan, Zhicai & Lu, Weite & Xiao, Guangnian, 2016. "Do the organizational forms affect passenger satisfaction? Evidence from Chinese public transport service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 129-148.
  • Handle: RePEc:eee:transa:v:94:y:2016:i:c:p:129-148
    DOI: 10.1016/j.tra.2016.09.007

    Download full text from publisher

    File URL:
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    1. Andrea Boitani & Marcella Nicolini & Carlo Scarpa, 2013. "Do competition and ownership matter? Evidence from local public transport in Europe," Applied Economics, Taylor & Francis Journals, vol. 45(11), pages 1419-1434, April.
    2. Hassan, Mohammad Nurul & Hawas, Yaser E. & Ahmed, Kamran, 2013. "A multi-dimensional framework for evaluating the transit service performance," Transportation Research Part A: Policy and Practice, Elsevier, vol. 50(C), pages 47-61.
    3. dell'Olio, Luigi & Ibeas, Angel & Cecin, Patricia, 2011. "The quality of service desired by public transport users," Transport Policy, Elsevier, vol. 18(1), pages 217-227, January.
    4. William Roy & Anne Yvrande-Billon, 2007. "Ownership, Contractual Practices and Technical Efficiency: The Case of Urban Public Transport in France," Journal of Transport Economics and Policy, University of Bath, vol. 41(2), pages 257-282, May.
    5. Hensher, David A. & Stopher, Peter & Bullock, Philip, 2003. "Service quality--developing a service quality index in the provision of commercial bus contracts," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 499-517, July.
    6. Fiorio, Carlo V. & Florio, Massimo & Perucca, Giovanni, 2013. "User satisfaction and the organization of local public transport: Evidence from European cities," Transport Policy, Elsevier, vol. 29(C), pages 209-218.
    7. Ratanavaraha, Vatanavongs & Jomnonkwao, Sajjakaj & Khampirat, Buratin & Watthanaklang, Duangdao & Iamtrakul, Pawinee, 2016. "The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach," Transport Policy, Elsevier, vol. 45(C), pages 116-126.
    8. Lai, Wen-Tai & Chen, Ching-Fu, 2011. "Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement," Transport Policy, Elsevier, vol. 18(2), pages 318-325, March.
    9. Odeck, James, 2006. "Congestion, ownership, region of operation, and scale: Their impact on bus operator performance in Norway," Socio-Economic Planning Sciences, Elsevier, vol. 40(1), pages 52-69, March.
    10. Hine, J. & Scott, J., 2000. "Seamless, accessible travel: users' views of the public transport journey and interchange," Transport Policy, Elsevier, vol. 7(3), pages 217-226, July.
    11. Abou-Zeid, Maya & Ben-Akiva, Moshe, 2012. "Travel mode switching: Comparison of findings from two public transportation experiments," Transport Policy, Elsevier, vol. 24(C), pages 48-59.
    12. Bijan J. Borah, 2006. "A mixed logit model of health care provider choice: analysis of NSS data for rural India," Health Economics, John Wiley & Sons, Ltd., vol. 15(9), pages 915-932.
    13. Mouwen, Arnoud, 2015. "Drivers of customer satisfaction with public transport services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 78(C), pages 1-20.
    14. William Roy & Anne Yvrande-Billon, 2007. "Ownership, Contractual Practices and Technical Efficiency: The Case of Urban Public Transport in France," Université Paris1 Panthéon-Sorbonne (Post-Print and Working Papers) halshs-00107375, HAL.
    15. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    16. Mouwen, Arnoud & Rietveld, Piet, 2013. "Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 29-45.
    17. Fellesson, Markus & Friman, Margareta, 2008. "Perceived Satisfaction with Public Transport Service in Nine European Cities," Journal of the Transportation Research Forum, Transportation Research Forum, vol. 47(3).
    18. Tyrinopoulos, Yannis & Antoniou, Constantinos, 2008. "Public transit user satisfaction: Variability and policy implications," Transport Policy, Elsevier, vol. 15(4), pages 260-272, July.
    19. Jonathan Cowie & Darinka Asenova, 1999. "Organisation form, scale effects and efficiency in the British bus industry," Transportation, Springer, vol. 26(3), pages 231-248, August.
    20. Zhang, Chunqin & Juan, Zhicai & Xiao, Guangnian, 2015. "Do contractual practices affect technical efficiency? Evidence from public transport operators in China," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 80(C), pages 39-55.
    21. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    22. Huanming WANG & Mildred E. WARNER & Yuanhong TIAN & Dajian ZHU, 2014. "Public Owner With Business Delivery Mode In China: Case Study Of The Shanghai Public Bus System," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 85(1), pages 147-164, March.
    Full references (including those not matched with items on IDEAS)


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:transa:v:94:y:2016:i:c:p:129-148. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.