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Ride-hailing services have become essential traffic services for the sustainability of urban mobility. However, owing to extensive development, many challenges face ride-hailing services, such as financial sustainability and passenger trust, especially in China. Passenger satisfaction plays an important role in passenger loyalty and passenger trust. In this study, a passenger questionnaire-based survey was conducted in Nanjing, China. The questioned 1,721 passengers are divided into three categories, namely infrequent passengers, moderately frequent passengers, and frequent passengers. Three ordered logit models were developed for different passengers, to explore factors influencing passengers’ satisfaction with ride-hailing services. Further, how the significant factors affect passengers’ overall satisfaction was investigated. The results show the service indicators for infrequent passengers are the most …