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

被引：37
|
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.
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收藏
页数：17
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