The Effects Of Mobile Payment Application Design And Performance On Consumer Emotions, Consumer Engagements, And Continuance Intention - A Case Of Momo Application

Abstract

This thesis aims to evaluate the impact of mobile payment application design and performance on consumers' emotions and continued usage intentions, with the case study being the Momo application. Because the number of people using electronic payment is gradually becoming popular after the Covid epidemic and the number of people using the MoMo application is much higher when compared to other electronic payment applications. The research factors are app design (including user interface attractiveness, privacy & security, and convenience), app performance (including compatibility, ease of use, relative advantage, and service quality) affecting consumer emotions, consumer engagement, and continuance intention. Quantitative research was conducted in Vietnam through online survey and obtained 215 valid data. After this process, the data is analysed according to the covariance-based structural equation modelling technique using two platforms: SPSS and AMOS. According to the SEM analysis's findings, compatibility has the greatest impact on customers' intentions to use the MoMo application going forward. This implies that one of the main things that motivates consumers to keep using MoMo is its conformity with their requirements, routines, and values. Convenience and privacy rank second and third, respectively, among the crucial characteristics. Apart from these variables, the emotions and engagement of consumers also play significant roles on the intention to continue. This implies that in addition to fostering happy feelings, getting users to interact and engage with the program is also crucial. The results of this research serve as a crucial foundation for MoMo as it develops solutions to enhance customer satisfaction, strengthen its market position, and draw in new customers in the future