How does perceived risk affect passenger satisfaction and loyalty towards ride-sourcing services?
Duy Quy Nguyen-Phuoc (The University of Da Nang)
Oscar Oviedo-Trespalacios (Queensland University of Technology)
Nguyen S. Vo (Swinburne University of Technology)
Phuong Thi Le (The University of Da Nang)
Tiep Van Nguyen (Ho Chi Minh University of Transport)
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Abstract
The present study quantitatively investigates the influence of booking app-related risk and vehicle & driver-related risk on ride-sourcing passengers’ trust, satisfaction and loyalty. A conceptual model was developed and tested with data collected from 545 ride-sourcing users in Ho Chi Minh City, Vietnam. The findings indicated that perceived vehicle & driver-related risk directly affected passengers’ satisfaction and loyalty significantly. At the same time, trust mediated the relationships between perceived booking app-related risks and satisfaction and loyalty. These findings enable practitioners and policymakers to better prioritise risk dimensions when developing strategies to increase passengers’ trust, satisfaction and loyalty. Finally, the insights provided in this investigation can be used as a guide for ride-sourcing companies to improve risk manangement and risk communication efforts to increase patronage.
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