| dc.description.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 | en_US |
