Factors Affecting Behavioral Intention To Use Zalopay E-Wallet: Application In Ho Chi Minh City
Abstract
Technology advancement has changed the ways people live and behave in everyday lives.
With the development of smartphone, we can use it as a communication device, to access
to internet, or even make “cashless” payment. An important initiative which lets people
perform cashless transaction is e-wallet. There have been more than 40 e-wallet apps in
Vietnam, all of which have been competing fiercely to gain customer attention to use their
product, thus aiming to win the market. Therefore, this research paper aim to find out
factors affecting customer’s intention to use e-wallet, specifically in the case of ZaloPay ewallet in Ho Chi Minh city. The research is conducted by online survey which was filled
by 263 respondents in Ho Chi Minh city. All of the respondents will be categorized into ewallet users and non-users. This study adapts from the UTAUT-2 model, and academically
contribute to a new factor, which is trust. The result shows that there are 6 variables which
have influence on attitude toward behavior and intention to use e-wallet, which are:
performance expectancy, effort expectancy, facilitating condition, hedonic motivation,
price value, and trust. The results and findings of the study can be used as recommendation
for ZaloPaye-wallet companies to know more about what factors customers consider when
choosing e-wallet for payment, thus ZaloPay e-wallet companies can be in a better position
by proposing strategy that best fits customer’s needs