A Study Of Factors Affecting Vietnamese Users' Satisfaction And Continuance Intention: A Case Of Momo Wallet
Abstract
With the increasing popularity of cashless payment in Vietnam, digital wallet has become
more ubiquitous. The researcher aims to study factors affecting users’ satisfaction and their
intention to continue using MoMo wallet, one of the most well-known e-wallet in Vietnam with
thousands users. Some literature from prior studies that the author reviewed, including the theory
of technology acceptance (TAM), theory of expectation and confirmation (ECM) as well as theory
of task – technology fit (TTF) to lay foundation for research model of this study. The researcher
surveyed 346 individuals in Ho Chi Minh City to collect data and conduct SEM analysis in order
to examine proposed hypotheses and achieved research objectives. Findings of this study
demonstrate that all hypotheses are accepted, in addition to, there are no results to be found
contradict with previous studies. Furthermore, from this research, it is suggested that service
provider must pay attention to the couple factors, trust and perceived risk, to increase their users’
satisfaction and persuade them to continue using MoMo app. Nevertheless, this research has some
limitations, which are stemmed from sampling method, geographical boundary, etc.