Public transportation competitiveness analysis based on current passenger loyalty

Document Type

Journal Article

Publication Date


Subject Area

place - asia, planning - service quality, ridership - behaviour


public transportation (PT), passenger loyalty, service quality


The primary goal of this study is to identify those factors that influence public transportation (PT) competitiveness through an analysis of current passenger loyalty. To accomplish this goal, a structural equation model (SEM) is introduced to construct the theoretical model. A comprehensive set of hypotheses is tested to explore the relationships between service quality, passenger satisfaction, switching costs, attraction of alternatives, and passenger loyalty. This study uses the Shanghai PT in China as the case study to apply the theoretical model. The results reveal that PT service quality is the most important factor that influences a passenger’s willingness to remain loyal. In addition, both switching costs and the attractiveness of cars are significantly related to passenger loyalty. Furthermore, this study proposes some critical suggestions as to how to improve the competitiveness of the Shanghai PT in its ongoing development. Decision makers assisting in the formation of PT policies and strategies will find this information useful.


Permission to publish the abstract has been given by Elsevier, copyright remains with them.


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