Title: A model of factors influencing customers' intention to use e-wallets during COVID-19 in Vietnam

Authors: Bui Nhat Vuong

Addresses: Faculty of Business Administration, Vietnam Aviation Academy, 104 Nguyen Van Troi, Ward 8, Phu Nhuan District, Ho Chi Minh City 700000, Vietnam

Abstract: During the current pandemic, humanity is facing many difficulties. People have to keep a certain distance to be able to keep themselves safe. As a consequence, e-commerce appears and helps humans to buy/sell without having to meet each other directly. Along with the growth of e-commerce, electronic payment has become explosive, and as if it was created to solve this, e-wallet has come to prominence. E-wallet brings many benefits for people as convenient, fast, economical, etc. Therefore, the aim of this research is to discover factors that affect the intention to use e-wallets, noting the mediating roles of attitude toward using e-wallets. Survey data was collected from 740 respondents who have knowledge of e-wallet as Momo, Zalopay, AirPay and ViettelPay in Vietnam. Results from the partial least squares structural equation modelling (PLS-SEM) discovered that facilitating condition, perceived credibility, effort expectancy, social influence, and performance expectancy positively impacted intention to use e-wallets. Also, these relationships were mediated by attitude toward using the e-wallet. Moreover, this study also proposed some recommendations to enhance intention to use e-wallets during COVID-19 in Vietnam.

Keywords: perceived credibility; facilitating conditions; effort expectancy; performance expectancy; social influence; e-wallets; electronic wallets; Vietnam.

DOI: 10.1504/IJEMR.2023.133946

International Journal of Electronic Marketing and Retailing, 2023 Vol.14 No.4, pp.434 - 452

Received: 13 Jun 2021
Accepted: 07 Feb 2022

Published online: 06 Oct 2023 *

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