Factors that affect the intention to use e wallets of university students in ho chi minh city

lOMoARcPSD|22244702 MINISTRY OF EDUCATION AND TRAINING UEH UNIVERSITY COLLEGE OF BUSINESS FACTORS THAT AFFECT THE INTENTION TO USE E-WALLETS OF UNIVERSITY STUDENTS IN HO CHI MINH CITY Ho Chi Minh City, 2022 lOMoARcPSD|22244702 MINISTRY OF EDUCATION AND TRAINING UEH UNIVERSITY COLLEGE OF BUSINESS FACTORS THAT AFFECT THE INTENTION TO USE E-WALLETS OF UNIVERSITY STUDENTS IN HO CHI MINH CITY Specialization: COMMERCIAL BUSINESS Supervisor: Master HO XUAN HUONG Authors Student ID Email Nguyen Thi Thuy Hang 312010218 hangnguyen.312010218@st.ueh.edu.vn Tran Ngoc Khanh Huyen 312010218 huyentran.312010218@st.ueh.edu.vn Le Huynh Y Thuong 312010243 thuongle.312010243@st.ueh.edu.vn Pham Tran Khanh Tra 312010221 trapham.312010221@st.ueh.edu.vn Nguyen Thi Kim Phung 312010219 phungnguyen.312010219@st.ueh.edu.vn Ho Chi Minh City, 2022 lOMoARcPSD|22244702 ACKNOWLEDGEMENTS We would like to express our deepest gratitude to the teachers of UEH University for creating conditions for us to study Marketing Research to gain knowledge as a prerequisite for future academic research Especially, we would like to express our sincerest thanks to our teacher, Mr Ho Xuan Huong, who wholeheartedly taught, supported and directly guided us during the course of our thesis Contemporarily, we would like to express our deep gratitude to all the students who participated in our group's survey, so that we can apply the knowledge we have learned at school and complete the research well However, due to limited time and knowledge, as well as limited theoretical and practical experience, the research cannot avoid shortcomings It is our pleasure to receive comments from you Once again, we would like to express our deepest and most sincere thanks lOMoARcPSD|22244702 ABSTRACT The factors that impact a consumer's attitude and intention to use mobile wallets are investigated in this study, which specifically focuses on university students in Ho Chi Minh City, Vietnam Using the unified theory of acceptance and use of technology (UTAUT), this study explores the impact of Perceived Usefulness, Perceived Ease Of Use, Trust, Security, Facilitating Conditions, Lifestyle Compatibility, and Attitude on the Intention to use an e-wallet among university students in Ho Chi Minh City For this study, the technology acceptance model (TAM) was selected to build the conceptual framework A Google Form was used to conduct the citywide primary survey, which gathered data from 303 respondents Partial least square structural equation modeling (PLS-SEM) was used to examine the gathered data As a result, customer’s attitude and intention toward mobile wallets are influenced by characteristics such as perceived ease of use (PEOU), perceived usefulness (PU), trust, security, facilitating conditions, and lifestyle compatibility of the 17 hypotheses submitted were approved Usefulness and trust were strongly impacted by perceived ease of use, security and facilitating conditions In addition, attitude and intention were significantly influenced by lifestyle compatibility and facilitating conditions The importance of security and trust in deciding trust has been discovered Keywords: Ho Chi Minh City; intention to use; mobile wallet; e-wallet lOMoARcPSD|22244702 LIST OF ABBREVIATIONS _ Abbreviation Full word ¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯ PEOU Perceived Ease Of Use PU Perceived Usefulness PS Perceived Security PT Perceived Trust FC Facilitating Conditions LC Lifestyle Compatibility E-wallet Electronic wallet E-banking Electronic banking M-wallet Mobile wallet M-banking Mobile banking PLS-SEM Partial Least Squares SEM ¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯¯ lOMoARcPSD|22244702 TABLE OF CONTENTS ACKNOWLEDGEMENTS ABSTRACT LIST OF ABBREVIATIONS LIST OF TABLES, CHARTS, FIGURES CHAPTER INTRODUCTION 1.1 Reasons for choosing research thesis 1.2 Research objectives 10 1.3 Research subject 11 1.4 Research methods 11 1.5 Scope of research 12 1.6 Limitations 12 1.7 Research outline 12 CHAPTER THEORETICAL BASIS 14 2.1 Relevant theories 14 2.1.1 Technology acceptance model (TAM) 14 2.1.2 Unified theory of acceptance and use of technology (UTAUT) 14 2.2 Overview of relevant studies 16 2.3 Hypotheses development and research model 23 2.3.1 The relationship between PEOU and PU 23 2.3.3 The relationship between PEOU and Attitude 24 2.3.4 The relationship between PU and Trust 24 2.3.5 The relationship between PU and Intention 25 2.3.6 The relationship between PU and Attitude 25 2.3.7 The relationship between PS and Trust 25 2.3.8 The relationship between PS and Intention 26 2.3.9 The relationship between PS and Attitude 27 2.3.10 The relationship between FC and PU 27 2.3.11 The relationship between FC and Attitude 27 2.3.12 The relationship between FC and Intention 28 2.3.13 The relationship between Trust and Attitude 28 2.3.14 The relationship between Trust and Intention 29 2.3.15 The relationship between LC and Attitude 29 2.3.16 The relationship between LC and Intention 30 2.3.17 The relationship between Attitude and Intention 30 lOMoARcPSD|22244702 2.3.18 Research model 31 2.3.19 Research gap 31 CHAPTER RESEARCH METHOD 33 3.1 Research process 33 3.1.1 The pre-test stage 34 3.1.2 Quantitative research 35 3.1.2.1 Data collection 35 3.1.2.2 Data analysis methods 35 3.2 Questionnaire design 36 3.3 Measurement scales 36 CHAPTER RESEARCH RESULTS 39 4.1 Sample profile 39 4.2 Assessment of measurement scales 41 4.3 Assessment of structural model 44 CHAPTER CONCLUSION AND IMPLICATIONS 50 5.1 Conclusion 50 5.2 Theoretical contribution 52 5.3 Managerial implications 52 5.4 Limitations and further research 54 APPENDIX 63 APPENDIX 1: LIST OF QUALITATIVE RESPONDENTS 63 APPENDIX 2: QUANTITATIVE QUESTIONNAIRE (Vietnamese Version) 64 APPENDIX 3: SMART PLS RESULTS 70 TABLE OF TASK COMPLETION 75 lOMoARcPSD|22244702 LIST OF TABLES, CHARTS, FIGURES Table Relevant studies overview Table Measurement scales Table Profile of respondents Table Respondents’ degree of usage of mobile wallets Table Scale accuracy analysis Table Scale accuracy analysis: Discriminant validity assessment Table Measurement model cross loadings Table Summary of structural model results Table SSA structural model quality Table 10 VIF value Table 11 Results of testing the magnitude of the effect (𝑓 ) in further analysis Table 12 𝑄 values Figure Proposed research model Figure Research process Figure Path coefficients and their significance lOMoARcPSD|22244702 CHAPTER INTRODUCTION 1.1 Reasons for choosing research thesis In recent years, the industrial revolution 4.0 has had a significant impact on many sectors both economically and socially, boosting the development of e-commerce According to the Vietnam E-commerce White Paper, in 2020, the growth rate of e-commerce (e-commerce) reached 18% with the scale of 11.8 billion USD, making Vietnam the only country in Southeast Asia with double-digit e-commerce growth The growth of e-commerce in Vietnam over the years has posed a requirement for a modern and diversified technology-based online payment system to assist businesses and consumers in taking full advantage of the benefits of this new business method - e-wallet Currently, e-wallets are no longer a strange concept for everyone Besides payment methods such as bank cards, Internet banking, mobile payments, … e-wallets are gradually becoming an indispensable tool for consumers According to Pachpande and Kamble (2018), an e-wallet is a form of electronic card that can be used to make online transactions through a smartphone or a computer The emergence of e-wallets has made a huge impact on financial services (Bansal 2020) E-wallets can be used to make cash payments without the use of cash or cash equivalents E-wallets replace cash and physical wallets in digital form, besides it also stores personal information as a payment card on a mobile device According to data from the Vietnam Internet Center, as of 2021, Vietnam has 68.72 million Internet users, accounting for 70.3% of the population, and the mobile coverage rate is 98%, which are favorable conditions for the development of e-wallets As of the end of the first quarter of 2020, Vietnam had 13 million activated and used e-wallet accounts, and up to 225 million transactions were made (The State Bank of Vietnam, 2020) According to State Bank statistics, 37 e-wallets from banks and fintech companies have been approved to operate on the market so far In which three e-wallets, Momo, Moca, and ZaloPay, account for 90% of the total e-wallet payment market share This demonstrates that the introduction of e-wallets contributes to limiting cash transactions, and is a convenient payment method, suitable for the demand of Vietnamese consumers, especially college students Specifically, in Ho Chi Minh City with more than 1.76 million college students - according to author Le Van (2017), there is a great demand for utilizing e-wallets to pay for daily activities such as buying bus tickets, ordering food, paying at supermarkets, paying for electricity, water, petrol Therefore, the study of factors lOMoARcPSD|22244702 affecting the intention to use e-wallets of college students in Ho Chi Minh City is essential for financial technology businesses as well as online retailers Currently, in the world, there are quite a few research papers on the same issue as the one we are working on For example, “An Investigation of Factors Influencing Intention to Use Mobile Wallets of Mobile Financial Services Providers in Myanmar” by Phyo Min Tun (2020), or “Determinants of the Use of E-Wallet for Transaction Payment among College Students” by author Alwan Sri Kustono 1*, Ardhya Yudistira Adi Nanggala 2, Imam Mas'ud (2020), However, in Vietnam with the context in Ho Chi Minh City - one of the major cities in the field of financial technology, there are few in-depth studies exploring the factors that influence college students' intention to use e-wallets For that reason, we have chosen the topic "Factors affecting the intention to use e-wallets of college students in Ho Chi Minh City" The study aims to provide more basis and administrative implications for businesses to better understand user behavior, thereby offering strategies to improve user intent for financial technology companies in the context of the current booming e-wallet market 1.2 Research objectives The research objective of this research is to find out the factors affecting the intention to use e-wallets of students in Ho Chi Minh City Specifically, this study examines the influence of factors Perceived ease of use, Perceived usefulness, Trust, Security, Convenience, Compatibility in lifestyle and Attitude affects the intention to use E-wallet of students in Ho Chi Minh City The aim of this research is four-fold: - Building a research model, testing a scale to measure factors affecting the intention to use e-wallets of students in Ho Chi Minh City - Determining the direction of the impact of factors on the intention to use e-wallet of students in HCMC - Determine the importance of factors to the intention to use the e-wallet of students in Ho Chi Minh City - Provide practical suggestions for executives in planning solutions to attract customers to use e-wallets From the above objectives, the research focuses on researching and answering the following questions: - Research question 1: What factors affect students' intention to use e-wallets lOMoARcPSD|22244702 Shin, D.-H (2010) Modelling the interaction of users and mobile payment system: conceptual framework International Journal of Human-Computer Interaction, 26(10), 917-940 Singh, N., Srivastava, S., & Sinha, N (2017) “Consumer preference and satisfaction of M-wallets: a study on North Indian consumers International Journal of Bank Marketing, 35(6), 944-965 Singh, S., & Srivastava, R.K (2014) Factors Affecting Mobile Banking Adoption Behavior in India International Journal of E-Services and Mobile Applications, 6(4), 1-15 Sollner, M., Hoffman, A., & Leimeister, J.M (2016) Why different trust relationships matter for information systems users European Journal of Information Systems, 25(3), 274-187 Suh, B and Han, I (2002) Effect of trust on customer acceptance of Internet banking Electronic Commerce Research and Applications, 1(3), 247-263 Szajna, B (1996) Empirical evaluation of the revised technology acceptance model Management Science, 42(1), 85-92 Teo, T (2010) Examining the influence of subjective norms and facilitating conditions on the intention to use technology among pre-service teachers: a structural equation modeling of an extended technology acceptance model Asia Pacific Education Review, 11(2), 253–262 Teo, T., Lee, C B., & Chai, C S (2008) Understanding pre-service teachers' computer attitudes: applying and extending the technology acceptance model Journal of Computer Assisted Learning, 24(2), 128-143 Thakur, R., & Srivastava, M (2013) Customer usage intention of mobile commerce in India: an empirical study Journal of Indian Business Research, 5(1), 52-72 Thakur, R., & Srivastava, M (2014) Adoption readiness, personal innovativeness, perceived risk and usage intention across customer groups for mobile payment services in India Internet Research, 24(3), 369-392 Thompson, R., Higgins, C., & Howell, J (1991) Personal Computing: Toward a Conceptual Model of Utilization MIS Quarterly, 15(1), 125-143 Tun, M P (2020) An Investigation of Factors Influencing Intention to Use Mobile Wallets of Mobile Financial Services Providers in Myanmar The Asian Journal of Technology Management., 13(2), 129-144 Upadhyay, P and Jahanyan, S (2016) Analyzing user perspective on the factors affecting use intention of mobile based transfer payment Internet Research, 26(1), 38-56 Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 Venkatesh, V., Morris, M.G., Davis, G B., & Davis, F D (2003) User Acceptance of Information Technology: Toward a Unified View MIS Quarterly, 27(3), 452-478 Vijayasarathy, L.R (2004) Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model Information & Management, 41(6), 747-762 Wan, W W.N., Luk, C.-L., & Chewis, W.C C (2005) Customers' adoption of banking channels in Hong Kong International Journal of Bank Marketing, 23(3), 255-272 Wu, I.L and Chen, J.L (2005) An extension of trust and TAM model with TPB in the initial adoption of online tax: an empirical study International Journal of Human Computer Studies, 62(6), 784-808 Yang, K (2010) Determinants of US consumer mobile shopping services adoption: implications for designing mobile shopping services Journal of Consumer Marketing, 27(3), 262-270 Yang, M., Mamun, A A., Mohiuddin, M., Nawi, N C., & Zainol, N R (2021) Cashless Transactions: A Study on Intention and Adoption of e-Wallets Sustainability, 13(2), 831 Yousafzai, S.Y., Pallister, J.G and Foxall, G.R (2003) A proposed model of e-trust for electronic banking Technovation, 23(11), 847-860 Zhang, X., Prybutok, V.R., & Huang, A (2006) An empirical study of factors affecting e-service satisfaction Human Systems Management, 25(4), 279-291 Zhou, T (2011) An empirical examination of initial trust in mobile banking Internet Research, 21(5), 527-540 Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 APPENDIX APPENDIX 1: LIST OF QUALITATIVE RESPONDENTS No Full name University Nguyen Ngoc Bich UEH University Dang Duy Dat UEH University Le Ha An UEH University Nguyen Khanh Huyen UEH University Tran Thi Thuy Hang UEH University Tran Nguyen Ngoc Diem UEH University Le Phuong Nhi UEH University Do Minh Thuy UEH University Bui Duc Loi UEH University 10 Nguyen Quyet Chinh UEH University APPENDIX 2: QUANTITATIVE QUESTIONNAIRE (Vietnamese Version) Bảng câu hỏi khảo sát Xin chào tất bạn sinh viên, Chúng nhóm sinh viên nghiên cứu đến từ trường Đại học Kinh tế TP Hồ Chí Minh Chúng thực nghiên cứu "Ý định sử dụng Ví điện tử sinh viên TP Hồ Chí Minh" Nhằm phục vụ cho đề tài nghiên cứu môn học Nghiên cứu Marketing, nhóm định thực khảo sát yếu tố tác động đến ý định sử dụng Ví điện tử sinh viên TP Hồ Chí Minh Do đóng góp bạn đề tài yếu tố định cho thành công nghiên cứu Chúng cam kết tất thơng tin thu thập phục vụ cho mục đích học thuật xử lý ẩn danh quy trình bảo mật nghiêm ngặt I THÔNG TIN CHUNG Bạn sử dụng Ví điện tử (MoMo, Zalo Pay, Shopee Pay, VNPay,…) chưa? ● Mình sử dụng (Tiếp tục tới phần tiếp theo) ● Mình chưa sử dụng (Chuyển đến phần LỜI CẢM ƠN) Bạn sử dụng ứng dụng Ví điện tử nào? Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 MoMo Zalo Pay Shopee Pay VNPay Moca ViettelPay Payoo VNPT Pay Khác II KHẢO SÁT CHÍNH Bạn vui lòng cho biết mức độ đồng ý với phát biểu sau, thang điểm đánh giá từ đến Hồn tồn Rất khơng khơng đồng ý đồng ý Không đồng ý Bình thường Đồng ý Rất đồng ý Hồn tồn đồng ý NHẬN THỨC VỀ TÍNH DỄ SỬ DỤNG Tơi tin quy trình thực bước ứng dụng Ví điện tử dễ hiểu Tôi tin việc học cách sử dụng Ví điện tử dễ dàng Tơi thích việc khoản tốn Ví điện tử địi hỏi cơng sức Tôi tin dễ dàng chuyển tiền qua Ví điện tử với vài bước định Nhìn chung, tơi nghĩ Ví điện tử dễ sử dụng 7 NHẬN THỨC VỀ TÍNH HỮU DỤNG Tơi nghĩ việc sử dụng Ví điện tử Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 giúp thực giao dịch nhanh Tơi tin Ví điện tử hữu ích việc thực giao dịch trực tuyến Tôi tin việc sử dụng Ví điện tử cải thiện hiệu giao dịch trực tuyến Tơi nghĩ việc sử dụng Ví điện tử giúp tơi tốn trực tuyến dễ dàng Tôi tin Ví điện tử cải thiện chất lượng giao dịch trực tuyến Nhìn chung, tơi nghĩ việc sử dụng Ví điện tử cải thiện hiệu suất Tôi tin tưởng giao dịch thực qua Ví điện tử Tôi tin tưởng nhà cung cấp Ví điện tử khơng tiết lộ thơng tin cho bên thứ ba Tơi tin Ví điện tử ln quan tâm đến lợi ích khách hàng Tôi tin Ví điện tử giữ lời hứa cam kết Tôi tin trường hợp có vấn đề nào, nhà cung cấp dịch vụ hỗ trợ Tôi tin nhà cung cấp dịch vụ Ví điện tử tuân theo luật tiêu dùng Tôi tự tin thực tốn qua Ví điện tử Tôi tin cơng nghệ sử dụng Ví điện tử an toàn NIỀM TIN TÍNH AN NINH BẢO MẬT Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 Tôi tin dịch vụ có tiềm an tồn phương thức tốn truyền thống thẻ tín dụng tiền mặt Tôi tin giao dịch thực thơng qua Ví điện tử an toàn Tơi tin khả tiền Ví điện tử thấp Thiết bị di động tơi thích hợp để sử dụng Ví điện tử Chi phí mua thiết bị di động phù hợp để sử dụng Ví điện tử phải với Tơi có kiến thức cần thiết để sử dụng Ví điện tử Tôi dễ dàng tìm thấy người giúp tơi tơi gặp khó khăn sử dụng Ví điện tử Tơi tin việc sử dụng Ví điện tử phù hợp với lối sống Tôi tin việc sử dụng Ví điện tử phù hợp với tơi Tơi tin ví điện tử tương thích với cách tơi mua sắm trực tuyến Tôi nghĩ Ví điện tử phù hợp với tơi tơi dành nhiều thời gian cho ứng dụng di động máy tính để bàn Giữ ghi giao dịch biên lai thói quen tơi tơi tin ví điện tử đáp ứng thói quen CÁC ĐIỀU KIỆN THUẬN LỢI SỰ TƯƠNG THÍCH TRONG LỐI SỐNG THÁI ĐỘ Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 Tôi nhận thấy Ví điện tử ý tưởng mẻ độc đáo Ví điện tử có lợi lĩnh vực giao dịch Ví điện tử mang lại thuận tiện hợp thời Việc sử dụng Ví điện tử trải nghiệm thú vị tuyệt vời Tơi muốn thực giao dịch Ví điện tử tương lai gần Rất tơi sử dụng smartphone để tốn điểm bán hàng Tôi thường xuyên sử dụng Ví điện tử tương lai Tơi có ý định gợi ý cho người khác sử dụng Ví điện tử Ý ĐỊNH SỬ DỤNG III THƠNG TIN KHÁC Giới tính bạn là: ● Nam ● Nữ Độ tuổi bạn là: Bạn vui lịng ghi số Ví dụ: 18 ………………………………………… Bạn sinh viên năm mấy? ● Năm ● Năm ● Năm ● Năm 4 Thu nhập bình quân hàng tháng bạn (tính trợ cấp từ gia đình) bao nhiêu? ● Dưới triệu đồng Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 ● Từ triệu đến 10 triệu đồng ● Từ 10 triệu đến 15 triệu đồng ● 15 triệu đồng trở lên Bạn học tập trường nào? ● Đại học Kinh tế TP.HCM ● Đại học Bách Khoa (ĐHQG TP.HCM) ● Đại học Công nghệ TP HCM ● Đại học Công nghệ Thông tin (ĐHQG TP.HCM) ● Đại học Giao thông Vận tải TP.HCM ● Đại học Khoa học Xã hội Nhân văn (ĐHQG TP.HCM) ● Đại học Kinh tế – Luật (ĐHQG TP.HCM) ● Đại học Kiến Trúc TP.HCM ● Đại học Luật TP.HCM ● Đại học Ngoại thương Cơ sở ● Đại học Ngân hàng TP.HCM ● Đại học Sư phạm Kỹ thuật TP.HCM ● Đại học Sư phạm TP.HCM ● Đại học Tài – Marketing ● Đại học Kinh tế – Tài ● Đại học Y Dược TP.HCM ● Khác: ……………………………………… Bạn nhận form khảo sát từ thành viên nào? ● Khánh Huyền ● Thuý Hằng ● Kim Phụng ● Khánh Trà ● Ý Thương LỜI CẢM ƠN Chân thành cảm ơn bạn dành thời gian tham gia khảo sát APPENDIX 3: SMART PLS RESULTS - Table - Scale accuracy analysis Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 Cronbach’s Alpha rho_A Composite Reliability Average Variance Extracted (AVE) ATT 0.888 0.894 0.923 0.749 FC 0.789 0.807 0.876 0.702 INT 0.918 0.918 0.942 0.802 LC 0.856 0.858 0.913 0.777 PEOU 0.895 0.896 0.922 0.704 PU 0.924 0.925 0.941 0.726 S 0.896 0.902 0.928 0.763 T 0.936 0.938 0.951 0.795 - Table Scale accuracy analysis: Discriminant validity assessment ATT FC INT LC PEOU PU S T ATT 0.865 FC 0.77 0.838 INT 0.819 0.74 0.896 LC 0.759 0.811 0.832 0.882 PEOU 0.662 0.707 0.739 0.734 0.839 PU 0.661 0.668 0.678 0.703 0.824 0.852 S 0.648 0.582 0.539 0.576 0.525 0.476 0.873 T 0.616 0.537 0.497 0.531 0.494 0.456 0.837 0.892 - Table Measurement model cross loadings ATT FC INT LC PEOU PU SEC TR ATT1 0.863 0.647 0.658 0.629 0.51 0.541 0.545 0.533 ATT2 0.819 0.604 0.619 0.592 0.469 0.47 0.579 0.565 ATT3 0.885 0.691 0.754 0.693 0.638 0.652 0.523 0.496 ATT4 0.892 0.715 0.788 0.703 0.655 0.609 0.601 0.547 FC1 0.713 0.864 0.745 0.74 0.677 0.655 0.451 0.434 FC3 0.598 0.846 0.598 0.684 0.595 0.546 0.47 0.45 Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 FC4 0.613 0.803 0.482 0.6 0.479 0.451 0.561 0.475 INT1 0.738 0.693 0.891 0.749 0.674 0.628 0.501 0.433 INT2 0.728 0.654 0.89 0.744 0.684 0.593 0.49 0.46 INT3 0.738 0.679 0.924 0.762 0.664 0.603 0.463 0.418 INT4 0.728 0.625 0.877 0.726 0.624 0.604 0.475 0.469 LC1 0.674 0.737 0.693 0.889 0.642 0.611 0.569 0.521 LC3 0.672 0.733 0.79 0.892 0.697 0.677 0.463 0.421 LC4 0.661 0.676 0.714 0.863 0.598 0.566 0.495 0.466 PEOU1 0.563 0.559 0.641 0.599 0.839 0.661 0.496 0.485 PEOU2 0.506 0.575 0.565 0.562 0.858 0.667 0.407 0.388 PEOU3 0.571 0.612 0.647 0.651 0.793 0.648 0.445 0.37 PEOU4 0.556 0.614 0.619 0.625 0.848 0.744 0.414 0.403 PEOU5 0.578 0.605 0.625 0.64 0.857 0.73 0.441 0.425 PU1 0.583 0.584 0.6 0.613 0.716 0.845 0.352 0.34 PU2 0.527 0.55 0.556 0.58 0.696 0.838 0.346 0.32 PU3 0.503 0.546 0.534 0.562 0.675 0.866 0.416 0.369 PU4 0.592 0.587 0.602 0.602 0.742 0.888 0.363 0.383 PU5 0.613 0.566 0.575 0.633 0.694 0.842 0.485 0.472 PU6 0.549 0.578 0.593 0.596 0.682 0.832 0.469 0.436 S1 0.639 0.614 0.58 0.637 0.615 0.54 0.863 0.711 S3 0.535 0.444 0.43 0.461 0.419 0.409 0.873 0.723 S4 0.619 0.53 0.495 0.517 0.462 0.442 0.922 0.762 S5 0.452 0.426 0.356 0.373 0.312 0.245 0.834 0.729 T2 0.463 0.376 0.341 0.356 0.341 0.358 0.715 0.874 T3 0.533 0.451 0.429 0.452 0.411 0.381 0.722 0.898 T4 0.56 0.483 0.438 0.49 0.421 0.412 0.752 0.915 T5 0.582 0.502 0.479 0.486 0.472 0.39 0.774 0.881 Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 T6 0.595 0.562 0.509 0.564 0.54 0.481 0.762 0.89 - Table Summary of structural model results Hypot heses Relationship Original Sample (O) Sample Mean (M) Standard Deviation (STDEV) T Statistics (|O/STDEV|) P Values Supported/ Rejected H1a PEOU⇒PU 0.702 0.7 0.056 12.518 Supported H1b PEOU⇒TR 0.043 0.045 0.063 0.67 0.503 Rejected H1c PEOU⇒ATT -0.017 -0.015 0.081 0.212 0.832 Rejected H2a PU⇒TR 0.042 0.04 0.069 0.617 0.537 Rejected H2b PU⇒INT 0.083 0.086 0.058 1.422 0.155 Rejected H2c PU⇒ATT 0.159 0.162 0.082 1.945 0.052 Rejected H3a SEC⇒TR 0.794 0.794 0.033 23.944 Supported H3b SEC⇒INT -0.021 -0.019 0.061 0.34 0.734 Rejected H3c SEC⇒ATT 0.148 0.145 0.077 1.921 0.055 Rejected H4a FC⇒PU 0.172 0.174 0.061 2.831 0.005 Supported H4b FC⇒ATT 0.324 0.325 0.075 4.327 Supported H4c FC⇒INT -0.018 -0.015 0.071 0.251 0.802 Rejected H5a TR⇒ATT 0.124 0.125 0.078 1.604 0.109 Rejected H5b TR⇒INT -0.052 -0.054 0.057 0.905 0.366 Rejected H6a LC⇒ATT 0.246 0.241 0.074 3.337 0.001 Supported H6b LC⇒INT 0.48 0.476 0.063 7.666 Supported H7 ATT⇒INT 0.458 0.455 0.087 5.295 Supported - Table SSA structural model quality R Square R Square Adjusted ATT 0.702 0.695 INT 0.781 0.776 PU 0.693 0.691 T 0.705 0.702 Downloaded by vú hi (vuchinhhp12@gmail.com) lOMoARcPSD|22244702 - Table 10 VIF value VIF ATT1 ATT2 ATT3 ATT4 FC1 FC3 FC4 2.366 1.962 2.646 2.696 1.629 1.759 1.615 INT1 INT2 INT3 INT4 LC1 LC3 LC4 2.905 2.824 3.81 2.628 2.308 2.236 1.957 PEOU1 PEOU2 PEOU3 PEOU4 PEOU5 2.43 2.782 1.942 2.385 2.462 PU1 PU2 PU3 PU4 PU5 PU6 2.613 2.794 3.227 3.42 2.433 2.624 S1 S3 S4 S5 2.275 2.652 3.586 2.141 T2 T3 T4 T5 T6 2.987 3.505 3.953 2.88 3.049 - Table 11 Results of testing the magnitude of the effect (𝑓 ) in further analysis ATT FC ATT FC INT LC PEOU PU S T 0.286 0.106 0.048 LC 0.056 0.285 PEOU PU 0.025 0.014 0.002 S 0.02 0.001 1.533 T 0.015 0.004 INT 0.803 - Table 12 𝑄 values SSO SSE ATT 1144 560.16 FC 858 858 𝑄 (=1-SSE/SSP) Downloaded by vú hi (vuchinhhp12@gmail.com) 0.51 0.002 lOMoARcPSD|22244702 INT 1144 439.21 LC 858 858 PEOU 1430 1430 PU 1716 868.59 S 1144 1144 T 1430 640.93 Downloaded by vú hi (vuchinhhp12@gmail.com) 0.616 0.494 0.552 lOMoARcPSD|22244702 TABLE OF TASK COMPLETION Full name Exercise Exercise Exercise Exercise Summary Report 19.5% 20% 20.5% 20% 20% Tran Ngoc Khanh Huyen 21% 19.5% 20% 20% 20% Le Huynh Y Thuong 20% 21% 19% 20.5% 20% Pham Tran Khanh Tra 19% 20% 20.5% 19% 20% Nguyen Thi Kim Phung 20.5% 19.5% 20% 20.5% 20% Nguyen Thi Thuy Hang Downloaded by vú hi (vuchinhhp12@gmail.com)