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.

本研究定量调查了预订应用程序相关风险和车辆和司机相关风险对乘车乘客信任度、满意度和忠诚度的影响。使用从越南胡志明市 545 名拼车用户收集的数据开发并测试了一个概念模型。研究结果表明，感知的车辆和驾驶员相关风险直接显着影响乘客的满意度和忠诚度。同时，信任在感知预订应用相关风险与满意度和忠诚度之间的关系中起到中介作用。这些发现使从业者和政策制定者在制定提高乘客信任度、满意度和忠诚度的策略时能够更好地优先考虑风险维度。最后，