The Impact of Mobile Trust and Mobile Satisfaction to Electronic Word-of-Mouth and Intention to Use E-Wallet

Electronic Word-of-Mouth plays a crucial role in communication, and this factor has been demonstrated in previous studies. This research proposes suggestions to enhance the intention to use e-wallets and address consumer concerns when using electronic wallets. The objectives of this study are: First, to understand and determine the factors of Mobile Trust and Mobile Satisfaction to eWOM and the Intention to Use E-wallets by consumers. Second, to evaluate the level of impact of eWOM and examine the impact factor on Intention To Use E-Wallets. Third, based on the research findings, propose managerial implications to identify the factors influencing the intention to use e-wallets. This supports new businesses in the electronic payment industry to improve revenue and increase market share. Businesses can implement strategies that provide convenient and secure services for Vietnamese consumers. Primary data collection was conducted through the use of an online questionnaire. A mixed-method approach combining qualitative and quantitative analysis techniques will be employed, and the questionnaire will be constructed based on a 5-point Likert scale. Survey results will be processed using SPSS 25, and AMOS 24 software. The novel aspect of this study lies in examining the two factors of Mobile Trust and Mobile Satisfaction. The research results indicate that Satisfaction and Trust factors on mobile platforms, security, and perceived risk have an impact on electronic word-of-mouth intermediaries. Furthermore, electronic word-of-mouth on social media also affects customers’ intentions to use electronic wallets. However, risk perception hurts consumers’ intention to adopt digital wallets.