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

Document Type

Journal Article

Publication Date


Subject Area

place - asia, planning - service quality, planning - safety/accidents, planning - personal safety/crime, economics - revenue, ridership - perceptions


Public transport, Corporate image, Passenger satisfaction, Perceived quality, Perceived value


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.

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.


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


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