Evaluating passenger satisfaction index based on PLS-SEM model: Evidence from Chinese public transport service

Zhang, Chunqin; Liu, Yong; Lu, Weite; Xiao, Guangnian

doi:10.1016/j.tra.2018.12.013

Cited by 138 publications

(130 citation statements)

References 29 publications

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“…In recent years, customer satisfaction theory has been used widely in evaluating the performance of public policies [ 32 , 33 , 34 , 35 ]. In this paper, we will regard farmers who withdraw from their homesteads as customers, and the homestead withdrawal policy as a product provided by the government.…”

Section: Theory Hypotheses and Modelmentioning

confidence: 99%

Farmers’ Economic Status and Satisfaction with Homestead Withdrawal Policy: Expectation and Perceived Value

Zhao

Cloutier

2020

IJERPH

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The withdrawal of homesteads is an effective way to improve the efficiency of rural construction land use and is being piloted in many regions of China, but the mechanism influencing farmers’ satisfaction with the withdrawal policy is unclear. This paper aimed to investigate the relationships among farmers’ economic status (ES), policy expectation (PE), policy perceived value (PPV), and farmers’ satisfaction with homestead withdrawal policy (policy satisfaction; PS). The study examined the mediating effects of PE and PPV on the relationship between ES and PS. The data obtained from a questionnaire of 287 households in Jinhu County, Jiangsu Province, China. After surviving from reliability and validity tests, a structural equation modeling (SEM) with latent variables was specified and estimated using Mplus. From the study results, we found significant positive relationships between ES, PP, and PS, but significant negative relationships between ES, PE, PPV, and PS. Also, our research found PE and PPV as potential mediators on ES-PS relation. We propose recommendations from three aspects to improve farmers’ satisfaction with future implementations of the homestead withdrawal policy. Our results provided new insights into how to improve the performance of homestead withdrawal policy.

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Section: Theory Hypotheses and Modelmentioning

confidence: 99%

Farmers’ Economic Status and Satisfaction with Homestead Withdrawal Policy: Expectation and Perceived Value

Zhao

Cloutier

2020

IJERPH

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“…Further, some reward was offered to responders to collect more questionnaires both in the offline and the online survey (i.e., 2 for online and 5 for offline, respectively). In the end, a total of 8,011 valid questionnaires were collected, which makes this study one of the largest statistical analysis on service quality up till now comparing with other similar studies [8], [9], [21]. The socioeconomic and trip characteristic observations are shown in Table 2.…”

Section: B Data Collectionmentioning

confidence: 99%

“…De Oña et al [7] developed cluster analysis to classify four groups of passengers, and developed a decision tree methodology to identify the most important service quality attributes influencing the overall evaluations by passengers. The above methods have focused on service quality evaluation from an objective perspective; however, service quality is a composite concept in metros, and the satisfaction with metro service is actually psychological [8], which makes it difficult to evaluate the service quality of metros.…”

Section: Introductionmentioning

confidence: 99%

Improving Service Quality of Metro Systems—A Case Study in the Beijing Metro

Lü²,

Wang

et al. 2020

IEEE Access

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In this study, we propose a method that combines Bayesian network, structural equation modeling, and importance-performance analyses to evaluate and improve the service quality of crowded metros from the point of service components. First, service components that influence the service satisfaction of crowded metros are investigated, and 7 service components and 27 factors are collected from the perspective of metro daily operation. Correspondingly, 8,011 sample questioners are collected using both online (i.e. microblog and WeChat) and face-to-face survey methods. The usage of these service components is more practical for metro managers to improve service quality than the factor analysis methods used in previous studies. Second, a hybrid method combining Bayesian network and structural equation modeling is proposed to establish the relationship between service quality and these service components and factors. This hybrid method can learn the uncertain relationship directly from the data, explain the psychological element, and pinpoint the crucial service component. It is concluded that security check and waiting for boarding have the greatest effect on the overall satisfaction. With the help of importance-performance analyses, some practical suggestions (e.g., theme stations, women-only carriages, and one-day ticket) are proposed to optimize bottleneck service components and thus improve the service quality of daily metro operation. Further, heterogeneity of service quality satisfaction for various groups of respondents is discussed, which contributes to effective strategies for satisfaction improvement.

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“…Since many measurement errors exist, if we use a conventional regression model to estimate PSI, then this could lead to a large number of estimation errors. However, SEM can not only establish the relationship between multiple causes and multiple potential variables, but it can also process these measurement errors [16,26]. However, in SEM, it is assumed that the manifest variables obey a normal distribution.…”

Section: Structural Model and Measurement Modelmentioning

confidence: 99%

“…Thus, the measurement model of PSI consisted of all the potential variables and their manifest variables. Examining the former research [9,16,[22][23][24][25][26], the manifest variables and potential variables of PT satisfaction were summarized, for a total of twenty-one measurement questions. In the measurement model of PSI in this paper, corporate image was quantified by three measurement indices: public transport operation and service image, commercial morality and social responsibility.…”

Section: Structural Model and Measurement Modelmentioning

confidence: 99%

Different Effects of Contractual Form on Public Transport Satisfaction: Evidence from Large- and Medium-Sized Cities in China

Zhang

Wang

et al. 2019

Sustainability

Self Cite

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This paper discusses and explores the different effects of contractual forms on the satisfaction with public transport (PT) at different urban scales. Using public transport systems in 12cities in China as the focus (four large-I-sized cities, four large-II-sized cities, and four medium-sized cities), a measurement model of the passenger satisfaction index (PSI) is constructed and estimated on the basic of the adjusted European Customer Satisfaction Index (ECSI) and Partial least square-structural equation model (PLS-SEM), respectively. Then, a two-stage truncation regression bootstrap model is proposed to assess the different effects between them. The major findings of this study are summarized as follows: (1) different effects of contractual forms on PT satisfaction in large- and medium-sized cities are confirmed. (2) In large-I-sized cities and lager II sized cities, operators supervised by management contracts incite higher PT satisfaction levels than those supervised by gross and net cost contracts. (3) In medium-sized cities, operators supervised by gross cost contracts provide incentives to be the satisfaction compared to those of management and net cost contracts. According to different urban scales, different and appropriate contractual forms and supervision mechanisms should be chosen to regulate public transport services.

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Evaluating passenger satisfaction index based on PLS-SEM model: Evidence from Chinese public transport service

Cited by 138 publications

References 29 publications

Farmers’ Economic Status and Satisfaction with Homestead Withdrawal Policy: Expectation and Perceived Value

Farmers’ Economic Status and Satisfaction with Homestead Withdrawal Policy: Expectation and Perceived Value

Improving Service Quality of Metro Systems—A Case Study in the Beijing Metro

Different Effects of Contractual Form on Public Transport Satisfaction: Evidence from Large- and Medium-Sized Cities in China

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