How does perceived risk affect passenger satisfaction and loyalty towards ride-sourcing services?

被引：27

作者：

Duy Quy Nguyen-Phuoc ^{[1
]}

Oviedo-Trespalacios, Oscar ^{[2
,3
]}

Vo, Nguyen S. ^{[4
]}

Phuong Thi Le ^{[5
]}

Tiep Van Nguyen ^{[6
]}

机构：

[1] Univ Sci & Technol, Univ Danang, Fac Bridge & Rd Engn, 54 Nguyen Luong Bang St, Danang City, Vietnam

[2] Queensland Univ Technol QUT, Ctr Accid Res & Rd Safety Queensland CARRS Q, 130 Victoria Pk Rd, Kelvin Grove, Qld 4059, Australia

[3] Queensland Univ Technol QUT, Sci & Engn Fac, Civil Engn & Built Environm, 2 George St,S Block,Room 701, Brisbane, Qld 4000, Australia

[4] Swinburne Univ Technol, Sch Engn, John St, Hawthorn, Vic 3122, Australia

[5] Univ Technol & Educ, Univ Danang, Fac Civil Engn, 48 Cao Thang, Danang City, Vietnam

[6] Ho Chi Minh Univ Transport, Fac Transport Econ, 2 Vo Oanh St, Ho Chi Minh City, Vietnam

来源：

TRANSPORTATION RESEARCH PART D-TRANSPORT AND ENVIRONMENT | 2021年 / 97卷

关键词：

Risk; Trust; Vietnam; Traffic safety; Public transport; Security; MOBILE PHONE USE; CUSTOMER SATISFACTION; BEHAVIORAL INTENTIONS; HAILING SERVICES; SHARING ECONOMY; TRAFFIC CRASHES; TRUST; PERCEPTION; SECURITY; ONLINE;

D O I：

10.1016/j.trd.2021.102921

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

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.

引用

页数：17

共 34 条

[1] How does the suspension of ride-sourcing affect the transportation system and environment?
Yang, Hongtai
Zhai, Guocong
Yang, Linchuan
Xie, Kun
TRANSPORTATION RESEARCH PART D-TRANSPORT AND ENVIRONMENT, 2022, 102
[2] On the inefficiency of ride-sourcing services towards urban congestion
Beojone, Caio Vitor
Geroliminis, Nikolas
TRANSPORTATION RESEARCH PART C-EMERGING TECHNOLOGIES, 2021, 124
[3] HOW DOES PERCEIVED VALUE AFFECT TRAVELERS' SATISFACTION AND LOYALTY?
Yang, Yan
Liu, Xiaoming
Jing, Fengjie
Li, Jun
SOCIAL BEHAVIOR AND PERSONALITY, 2014, 42 (10): : 1733 - 1744
[4] Effects of perceived safety, involvement and perceived service quality on loyalty intention among ride-sourcing passengers
Su, Diep Ngoc
Nguyen-Phuoc, Duy Quy
Johnson, Lester W.
TRANSPORTATION, 2021, 48 (01) : 369 - 393
[5] Effects of perceived safety, involvement and perceived service quality on loyalty intention among ride-sourcing passengers
Diep Ngoc Su
Duy Quy Nguyen-Phuoc
Lester W. Johnson
Transportation, 2021, 48 : 369 - 393
[6] Does Job Satisfaction Influence the Productivity of Ride-Sourcing Drivers? A Hierarchical Structural Equation Modelling Approach for the Case of Bandung City Ride-Sourcing Drivers
Joewono, Tri Basuki
Rizki, Muhamad
Syahputri, Jeanly
SUSTAINABILITY, 2021, 13 (19)
[7] Passenger satisfaction and loyalty for app-based ride-sharing services: through the tunnel of perceived quality and value for money
Ahmed, Selim
Choudhury, Musfiq Mannan
Ahmed, Ezaz
Chowdhury, Ujjal Yaman
Al Asheq, Ahmed
TQM JOURNAL, 2021, 33 (06): : 1411 - 1425
[8] How does innovation affect satisfaction and loyalty to the retail store?
Marin-Garcia, Antonio
Gil-Saura, Irene
Eugenia Ruiz-Molina, Maria
ESTUDIOS GERENCIALES, 2021, 37 (161) : 622 - 635
[9] How Does the Built Environment in Urban Villages Affecting Ride-Sourcing Commuting Trips Interacting with the Spatial Dependence Effect
Yu, Le
Li, Xiaodan
Luo, Qin
APPLIED SCIENCES-BASEL, 2023, 13 (15):
[10] Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services
Chang, Yu-Wei
Chang, Yu-Hern
JOURNAL OF AIR TRANSPORT MANAGEMENT, 2010, 16 (06) : 340 - 342

← 1 2 3 4 →