Factors Influencing the Intention and Behavior to Use E-Wallets of Customers in Ho Chi Minh City

This paper examines the factors affecting customers’ intention and behavior in using E-Wallets in Ho Chi Minh City (HCMC). The study employed a combination of qualitative and quantitative methodologies. The PLS-SEM model demonstrates that intention and behavior are influenced by perceived usefulness, perceived ease of use, attitude toward using mobile payment services, subjective norm, and individual mobility using data from 300 individuals who had first-hand experience with e-wallets. This research proposes meaningful implications for financial managers and marketers, stepping up factors that increase customers’ intention to use E-Wallets in HCMC.