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MINISTRYOFEDUCATION ANDTRAINING THESTATE BANKOFVIETNAM BANKINGUNIVERSITY OFHO CHI MINHCITY NGUYENTRANMY DUYEN THE IMPACT OF PERCEIVED RISKS ANDPERCEIVED BENEFITS ON THE INTENTIONTO REUSEMOMOE WALLET O[.]
MINISTRYOFEDUCATION ANDTRAINING THESTATE BANKOFVIETNAM BANKINGUNIVERSITY OFHO CHI MINHCITY NGUYENTRANMY DUYEN THE IMPACT OF PERCEIVED RISKS ANDPERCEIVED BENEFITS ON THE INTENTIONTOREUSEMOMOE-WALLET OF GEN Z GRADUATETHESIS MAJOR:BUSINESSADMINISTRATIONCO DE:7340101 HOCHIMINHCITY, 2022 MINISTRYOFEDUCATION ANDTRAINING THESTATE BANKOFVIETNAM BANKINGUNIVERSITY OFHO CHI MINHCITY NGUYENTRANMY DUYEN THE IMPACT OF PERCEIVED RISKS ANDPERCEIVED BENEFITS ON THE INTENTIONTOREUSEMOMOE-WALLETOF GEN Z GRADUATETHESIS MAJOR:BUSINESSADMINISTRATIONCO DE:7340101 SUPERVISOR Dr.PHAMHUONGDIEN HOCHIMINHCITY,2022 DECLARATIONOFAUTHORSHIP I thus declare that this thesis was written by me under the direction and supervisionof a Ph.D Pham Huong Dien; and that the work and findings included therein areaccurate and not breach research ethics The data and figures in this thesis weregatheredf o r a n a l y s i s , c o m m e n t s , a n d a s s e s s m e n t s f r o m a v a r i e t y o f s o u r c e s a n d havebeenproperlyrecognizedinthereferencesection I will accept full responsibility for any academic misconduct discovered in mythesis Ho Chi Minh City, 27th Apr 2022Author NguyenTranMyDuyen ACKNOWLEDGEMENT I'd want to express my gratitude to my supervisor, Dr Pham Huong Dien, for herunwaveringsupportanddirection.Dr.Dienwasaconstantsourceo f encouragement and was always eager to help in any manner possible during thestudy effort Finally, many thanks to everyone who participated in the survey andmadethisstudypossible Ho Chi Minh City, 27th Apr 2022Author NguyenTranMyDuyen ABSTRACT This study aims to examine the impact of perceived risks and perceived benefits onthe intention to reuse the Momo e-wallet of Gen Z in Ho Chi Minh City This studyuses quantitative research methods In the quantitative study, data was collectedfrom an online questionnaire from 358 Gen Z people who are using Momo e-wallet.TheanalysisresultsshowthattheperceivedriskofGenZwhenusingtheMomoe-wallet is created by financial risk, security risk, time-loss risk, and operational risk,while the perceived benefit of Gen Z when using the Momo e-wallet is created bytheeconomicbenefit,seamlesstransaction,convenience.Besides,theanalysisresultsa lsoshowthatGenZ'sintentiontoreuseMomoe-walletisnegativelyimpactedbyperceivedriskthiswill reduceGenZ'sintentiontoreuseMomoe-wallet and is positively impacted by perceived benefit, which increased Gen Z'sintention to reuse Momo wallet In which, the perceived benefit has a strongerimpact than the perceived risk From the research results, a number of implicationshave been proposed to help promote the users’ perceived benefit when using theservice,andatthesametime,tryhardtominimizeperceivedrisk,t h e r e b y promotin g intendto reusee-walletsofGenZmoreandmore Keywords:Perceivedrisk,Perceivedbenefit,E-wallet TableofContents CHAPTER1: INTRODUCTION 1.1 ResearchStatement 1.2 ResearchObjectivesandQuestions 1.2.1 ResearchObjectives 1.2.2 ResearchQuestions 1.3 ResearchSubjectsandScope 1.4 ResearchMethodology 1.5 ResearchSignificance 1.6 Thesisstructure SummaryofChapter1 CHAPTER2:LITERATUREREVIEW 2.1 Theoretical Foundations .7 2.1.1 E-wallet 2.1.2 GenerationZ 2.1.3 ReuseIntention 2.2 TheoreticalFramework .10 2.2.1 TechnologyAcceptanceModel(TAM) 10 2.2.2 TheRisk-BenefitFramework 12 2.3 Previousresearch .16 2.4 ResearchHypothesesandModel 22 2.4.1 Researchhypotheses 22 2.4.2 Researchmodel 27 SummaryofChapter2 29 CHAPTER3:METHODOLOGY 30 3.1 Researchprocess 30 3.2 Researchdesign 31 3.3 Datacollection .32 3.3.1 Sampling .32 3.3.2 Scaleformulation 33 3.3.3 Surveyquestionnaire .34 3.4 Dataanalysis .34 3.4.1 Cronbach’sAlphaAnalysis .34 3.4.2 ExploratoryFactorAnalysis(EFA) 35 3.4.3 ConfirmatoryFactorAnalysis(CFA) .36 3.4.4 StructuralEquationModeling(SEM)Analysis 39 SummaryofChapter3 .40 CHAPTER4:RESULT 41 4.1 DescriptiveStatistics 41 4.2 Cronbach’sAlpha .44 4.3 ExploratoryFactorAnalysis .46 4.3.1 Exploratoryfactoranalysisoffactorscreatingperceivedrisk .46 4.3.2 Exploratoryfactoranalysisoffactorscreatingperceivedbenefit 47 4.3.3 Exploratoryfactoranalysisforthescaleoftheintentionto reuse 48 4.4 Confirmatory factoranalysis .49 4.4.1 Confirmatory factor analysis for the scale of factors creating perceivedrisk,perceivedbenefit 49 4.4.2 Confirmatory factor analysis for the scales of perceived risk, perceivedbenefit,andintentiontoreuse 50 4.5 Structuralequation modeling 53 SummaryofChapter4 .55 CHAPTER5:CONCLUSION .56 5.1 Conclusion 56 5.2 Implications .58 5.3 Limitations ofthestudyandfutureresearchdirections .60 REFERENCES 62 APPENDIX1 72 APPENDIX2 79 APPENDIX3 85 APPENDIX4 88 APPENDIX5 95 APPENDIX6 103 APPENDIX7 113 LISTOFFIGURES Figure2.1 TechnologyAcceptanceModel .12 Figure2.2.Proposedresearch model 28 Figure3.1.ResearchProcess 31 Figure4.1.Theresults oftheanalysisof thestructuralequationmodeling .53 LISTOFFIGURESTABLES Table2.1.Previousstudiessummary 19 Table 2.2 Factors of perceived risk and perceived benefit impact the intention toreuseanE-wallet 21 Table2.3 Synthesizethehypothesisofthecurrentstudy .27 Table3.1 Synthesisof indicatorstoevaluatethegoodnessof fitof themodel .38 Table4.1 Descriptive Statistics .43 Table4.2 Cronbach'sAlphacoefficientanalysis .44 Table4.3.Exploratoryfactoranalysisof factorscreatingperceivedrisk .46 Table4.4.Exploratoryfactoranalysisoffactorscreatingperceivedbenefit 48 Table4.5.Exploratoryfactoranalysisforthescaleoftheintentionto reuse .49 Table4.6 Correlations ofFirst-OrderPerceivedRisks 50 Table4.7 CorrelationsofFirst-OrderPerceivedBenefits 50 Table4.8.ReliabilityConvergentValidityResults .51 Table4.9 CorrelationsofLatentVariables 52 Table4.10.Model FitMeasures .52 LISTOFABBREVIATIONS AMOS AnalysisofMomentStructures CFA ConfirmatoryFactorAnalysis CFI ComparativeFitIndex EFA ExploratoryFactor Analysis GFI GoodnessofFitIndex H(1-2) Hypothesis(1-2) TAM TechnologyAcceptanceModel TLI TuckerandLewisIndex TPR TheoryofPerceived Risk RMSEA RootMeanSquareErrorofApproximation SEM StructuralEquationModeling SPSS StatisticalPackagefor SocialSciences