An Examination of Factors Affecting Continuance Usage Intention of Airpay E-Wallet Application in Ho Chi Minh City
Hanh, Vu Thi Hong
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E-wallets are gradually becoming more popular in Vietnam in recent years. The main objective of the study is to explore factors affecting users' continuance intention toward using the AirPay e-wallet in Ho Chi Minh City. Specifically, the study focused on five main factors including information quality, trust, perceived privacy protection, perceived benefit, and perceived security protection. The survey questionnaire was distributed in HCMC to collect data from 301 respondents. The research applied "Partial least squares structural equation modeling (PLS-SEM)" to analyze data. The findings indicated that perceived benefit has a positive and significant influence on customers’ continuance intention but has no impact on trust. Besides, the information quality has a significant impact on customer trust but has no direct effect on continuance intention. Perceived privacy protection positively and significantly influences trust and continuance usage intention. Additionally, a significant impact of perceived security protection on customers’ trust and their continuance usage intention was also proved. Moreover, the results indicated the strong and positive effect of trust on users’ continuance intention. The findings can be a helpful source for the AirPay provider in developing customer retention strategies. Regarding theoretical contribution, the study added a new factor, perceived benefit, and built a proposed model based on the model developed by Darmiasih & Setiawan (2020) to examine antecedents of continuance intention toward using AirPay e-wallet in the Vietnamese context. Keywords: continuance intention, perceived privacy protection, information quality, perceived benefit, perceived security protection, trust, HCMC.