The Factors Affect The Continuance Intention Of Young People Of Using E-Wallets By Young People In Ho Chi Minh City: Case Study Of Momo E-Wallet

Abstract

This research was carried out to evaluate the variables that young people in Ho Chi Minh City consider important when determining whether or not they would continue to use MoMo e-wallets. This was done because of the remarkable growth and popularity of e-wallets in the modern era. A model was built for the study based on the TAM model, and an online questionnaire was distributed in order to collect analytical data. In total, 323 replies were collected to the questionnaire. Following that, these data are analysed by using two different programmes, namely SPSS and AMOS. It was discovered that there are five primary characteristics that have a favourable impact on customer satisfaction and trust, and that these two factors have a considerable impact on customers' intention to continue using the service. These five main factors include perceived ease of use, perceived utility, e-customer service, security, and perceived danger. According to the findings, a customer's level of contentment and trust in a brand have a favourable influence on that customer's decision to continue using an electronic wallet. In addition, factors such as perceived simplicity of use, perceived usefulness, and quality of online customer support all had a significant bearing on the level of pleasure a company's customers reported. Additionally, security and perceived risk, which are typically regarded to play a vital part in creating consumers' trust, have a substantial impact on customers' trust in this financial sector. These findings can be used to advise providers of electronic wallets on an overview of what young people in Ho Chi Minh City perceive about electronic wallets in order to gain a complete picture of the design and enhance service in order to promote customer loyalty and retention over the long term.