Factors Affecting Customer Satisfaction in E-Wallets: A Study of Momo, Zalopay and Airpay in Ho Chi Minh City

Abstract

In Vietnam, Fintech industry includes lots of different operations, in which a non-cash payment is still a much more developing activity, especially the payment method via E-wallet. During the last decade, the number of E-wallet service providers, the number of customers as well as the value of transactions through the payment method are increasing significantly. However, in order to maintain the industry growth rate as well as the competitive advantage of businesses, each e-wallet organization must regularly check, update and solve many issues in order to increase customer satisfaction in this service. Thus, this paper will explore factors affecting customer satisfaction when using E-wallets. With the survey from 400 customers of Momo, Zalopay and Airpay in Ho Chi Minh city, the study has been indicated 6 factors explained for the customer satisfaction, then suggested some management implications for E-wallets companies.