| dc.description.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. | en_US |
