Determinants on customers intention to use mobile wallets in ho chi minh city

MINISTRY OF EDUCATION STATE BANK OF VIETNAM AND TRAINING BANKING UNIVERSITY OF HO CHI MINH CITY QUÁCH THỊ HƢƠNG GIANG DETERMINANTS ON CUSTOMERS’ INTENTION TO USE MOBILE WALLETS IN HO CHI MINH CITY BACHELOR’S THESIS Major: FINANCE – BANKING Code: 7340201 HO CHI MINH CITY, 2020 MINISTRY OF EDUCATION STATE BANK OF VIETNAM AND TRAINING BANKING UNIVERSITY OF HO CHI MINH CITY QUÁCH THỊ HƢƠNG GIANG DETERMINANTS ON CUSTOMERS’ INTENTION TO USE MOBILE WALLETS IN HO CHI MINH CITY BACHELOR’S THESIS Major: FINANCE – BANKING Code: 7340201 SUPERVISOR PhD HỒ CÔNG HƢỞNG HO CHI MINH CITY, 2020 i ABSTRACT The innovation of technology has recently brought many benefits to consumers, particularly in the digital payment context Many financial institutions and technology service providers have begun to develop digital payment applications This has made digital payments in general and mobile wallets in specific become more popular in Vietnam, especially in big cities such as Ho Chi Minh City However, the number of users of these types of payments is still relatively low Therefore, this thesis is conducted in order to examine the determinants of customers’ intention to use mobile wallets in Ho Chi Minh City, which can reinforce the theoretical framework of research in customers’ intention to use mobile wallet services The proposed research model is based on the Unified Theory of Acceptance and Use of Technology, which remains Performance Expectancy, Effort Expectancy, Social Influence, and Facilitating Conditions as the main factors to reflect the intention to use mobile wallets In addition, Perceived Security, Trust, Mobile Wallet Knowledge, and Reputation are also introduced as factors that affect the intention to use mobile wallets In this study, the author also adds demographic factors (including age, gender, education, income) into the research model After gathering and examining 195 samples under the quantitative research method, the results indicate that there are six factors considered significant to the intention to use mobile wallets These factors are Performance Expectancy, Effort Expectancy, Facilitating Conditions, Trust, Mobile Wallet Knowledge, and Reputation, in which Performance Expectancy contributes the most in explaining the intention to use mobile wallets However, contrary to previous researches, the results show that there is no significant relationship between Perceived Security, Social Influence as well as the demographic factors and the intention to use mobile wallets The findings of this research contribute to the theoretical framework of studies in the intention to use mobile wallets of customers in Ho Chi Minh City The ii implications of the results are also discussed in order to give recommendations to the mobile wallet developers and providers, and directions for further studies iii DECLARATION I hereby declare that the thesis “Determinants on customers’ intention to use mobile wallets in Ho Chi Minh City” is my original work and has not been published or submitted except for quotations and citations which have been acknowledged The Author Quách Thị Hƣơng Giang iv ACKNOWLEDGEMENTS In the past time, thanks to the favorable conditions of Banking University of Ho Chi Minh City, I would like to thank all the professors at the university for having conveyed me a lot of useful knowledge and experience over the past four years, especially Ph.D Ho Cong Huong – the instructor who has wholeheartedly instructed me to complete this thesis well I wish you all health and success in the career of growing people Best regards The Author Quách Thị Hƣơng Giang v TABLE OF CONTENTS ABSTRACT i DECLARATION iii ACKNOWLEDGEMENTS iv LIST OF TABLES viii LIST OF FIGURES viii LIST OF ABBREVIATIONS ix CHAPTER INTRODUCTION 1.1 RATIONALE FOR RESEARCH 1.2 RESEARCH OBJECTIVES 1.3 RESEARCH QUESTIONS 1.4 RESEARCH SUBJECTS 1.5 SCOPE OF RESEARCH .6 1.6 METHODOLOGY 1.7 THESIS STRUCTURE CHAPTER SUMMARY CHAPTER LITERATURE REVIEW 10 2.1 MOBILE WALLET OVERVIEW 10 2.2 RELEVANT THEORIES 11 2.2.1 Theory of Reasoned Action 11 2.2.2 Theory of Planned Behavior 12 2.2.3 Technology Acceptance Model 13 2.2.4 Unified Theory of Acceptance and Use of Technology .15 2.2.5 Social Cognitive Theory .17 2.2.6 Diffusion of Innovation Theory 18 2.3 DOMESTIC AND FOREIGN RESEARCH RELATED 19 2.3.1 Foreign researches 19 2.3.2 Domestic researches .23 2.4 THEORETICAL FRAMEWORK OF THESIS 25 2.5 HYPOTHESES 27 2.5.1 Performance Expectancy (PE) 27 2.5.2 Effort Expectancy (EE) 27 2.5.3 Social Influence (SI) .27 2.5.4 Facilitating Conditions (FC) 27 2.5.5 Perceived Security (PS) 28 2.5.6 Trust (TR) .28 2.5.7 Mobile Wallet Knowledge (MK) 29 vi 2.5.8 Reputation (RE) 29 2.5.9 Behavioral Intention (BI) 30 2.5.10 Demography Factors 30 CHAPTER SUMMARY 31 CHAPTER METHODOLOGY .32 3.1 RESEARCH PROCESS 32 3.2 PROPOSED MODEL 33 3.3 CONSTRUCTS MEASUREMENT 35 3.4 MEASUREMENT SCALES .38 3.5 QUANTITATIVE RESEARCH 38 3.5.1 Sampling Design 38 3.5.1.1 Population 38 3.5.1.2 Sample Size .39 3.5.2 Final Questionnaire .39 3.5.3 Data Collection .40 3.5.4 Data Analysis Method 40 3.5.4.1 Descriptive Analysis 40 3.5.4.2 Reliability Analysis 40 3.5.4.3 Exploratory Factor Analysis 41 3.5.4.4 Correlation Coefficient Analysis .41 3.5.4.5 Multiple Regression Analysis 42 3.5.4.6 Independent sample t-test 43 3.5.4.7 One-way analysis of variance 43 CHAPTER SUMMARY 43 CHAPTER RESULTS AND DISCUSSION 44 4.1 DESCRIPTIVE ANALYSIS .44 4.2 MEASUREMENT ASSESSMENT 46 4.2.1 Reliability Analysis .46 4.2.2 Exploratory Factor Analysis 48 4.2.2.1 Exploratory Factor Analysis for Independent Variables 48 4.2.2.2 Exploratory Factor Analysis for Dependent Variable .51 4.3 CORRELATION COEFFICIENT ANALYSIS 51 4.4 MULTIPLE REGRESSION ANALYSIS 54 4.4.1 Testing the Assumptions of Multiple Regression Analysis 54 4.4.2 Results of Multiple Regression Analysis 56 4.5 TESTING DIFFERENCES BETWEEN DEMOGRAPHIC FACTORS 61 4.5.1 Testing the difference between two genders 61 4.5.2 Testing the difference among groups of age .61 4.5.3 Testing the difference among groups of education level 63 4.5.4 Testing the difference among groups of income level 64 vii CHAPTER SUMMARY 65 CHAPTER CONCLUSIONS AND RECOMMENDATIONS 66 5.1 CONCLUSIONS 66 5.2 IMPLICATIONS 69 5.3 LIMITATIONS AND RECOMMENDATIONS FOR FURTHER RESEARCHES 71 CHAPTER SUMMARY 73 REFERENCES 74 APPENDIXES 81 APPENDIX 1: Questionnaires 81 APPENDIX 2: Descriptive Analysis Results 89 APPENDIX 3: Reliability Analysis Results 90 APPENDIX 4: Exploratory Factor Analysis Results 95 APPENDIX 5: Correlation Coefficients Analysis Results 98 APPENDIX 6: Multiple Regression Analysis results 99 APPENDIX 7: Differences between demographic factors test 100 viii LIST OF TABLES Table 2.1 Foreign researches list 21 Table 2.2 Domestic researches list 24 Table 3.1 Constructs measurement 35 Table 4.1 Frequency Analysis for Research Samples 45 Table 4.2 Reliability analysis results of measurement scales by Cronbach’s Alpha 46 Table 4.3 Summary of EFA test for the independent variables .48 Table 4.4 Rotated Component Matrix Analysis for Independent Variables 50 Table 4.5 Summary of EFA test for the dependent variable 51 Table 4.6 Summary of Pearson’s Correlation Coefficient Analysis 52 Table 4.7 Model Summary .56 Table 4.8 ANOVA test .57 Table 4.9 Multiple Regression Coefficients 57 Table 4.10 Hypotheses Results 60 Table 4.11 Independent Samples Test for Gender factor .61 Table 4.12 Test of Homogeneity of Variances for the age factor 61 Table 4.13 ANOVA test for age factor 63 Table 4.14 Test of Homogeneity of Variances for the education factor 63 Table 4.15 ANOVA test for Education Factor 64 Table 4.16 Test of Homogeneity of Variances for the income factor .64 Table 4.17 ANOVA test for income factor 65 Table 5.1 Influence level of factors on the intention to use mobile wallets 68 LIST OF FIGURES Figure 1.1 Biggest growth in mobile payment in Vietnam and the Middle East .2 Figure 1.2 Payment types in percent in Vietnam from 2017 to 2023 Figure 2.1 Theory of Reasoned Action 12 Figure 2.2 Theory of Planned Behavior 13 Figure 2.3 Technology Acceptance Model 14 Figure 2.4 Unified Theory of Acceptance and Use of Technology Model .16 Figure 2.5 Social Cognitive Theory 17 Figure 2.6 Social Cognitive Theory 18 Figure 2.7 Diffusion of Innovation Theory 19 Figure 2.8 The theoretical framework of the thesis 26 Figure 3.1 The research process .33 Figure 3.2 The proposed model .34 Figure 4.1 Normal P-P Plot of Regression Standardized Residual 55 Figure 4.2 Scatterplot .56 87 Những người ảnh hư ng đến hành vi c a t i nghĩ r ng t i nên sử dụng ví điện tử Những người mà t i đánh giá cao sử dụng ví điện tử T i c tất c ng cụ cần thiết đ sử dụng ví điện tử T i c kiến thức cần thiết đ sử dụng ví điện tử Ví điện tử tương thích với c ng nghệ khác mà t i sử dụng T i c th nhận trợ gi p t người khác t i gặp vấn đ sử dụng ví điện tử 5 T i cảm thấy hoàn toàn an toàn cung cấp th ng tin nhạy cảm v th n qua hệ thống ví điện tử Ví điện tử đảm bảo bảo vệ tài khoản cá nh n c a t i theo thời gian th c tế cách linh hoạt 5 T i tin r ng nhà cung cấp dịch vụ ví điện tử lu n quan t m đến lợi ích c a khách hàng T i tin r ng nhà cung cấp dịch vụ ví điện tử đáng tin cậy T i tin r ng nhà cung cấp dịch vụ ví điện tử làm thứ đ bảo đảm giao dịch cho người dùng 5 T i ch yếu sử dụng ví điện tử mua sắm th ng qua điện thoại di động T i t tin sử dụng ví điện tử cho giao dịch tài kiến c a họ thích t i Các điều kiện thuận lợi (Facilitating Conditions – FC) Nhận thức bảo mật (Perceived Security – PS) Ví điện tử cung cấp c ng nghệ tường lửa tốt đ ngăn chặn s x m nhập trái phép Sự tin tƣởng (Trust – TR) T i tin r ng nhà cung cấp dịch vụ ví điện tử giữ lời hứa Kiến thức ví điện tử (Mobile wallet knowledge – MK) T i sử dụng ví điện tử dễ dàng hiệu Danh tiếng (Reputation – RE) 88 Ví điện tử c danh tiếng tốt Ví điện tử c ng nhận rộng rãi Ví điện tử sử dụng b i nhi u người xung quanh t i 5 T i cố gắng thường xuyên sử dụng ví điện tử đ tốn cho giao dịch mua hàng c a T i giới thiệu người khác sử dụng ví điện tử đ toán mua hàng Ví điện tử c ng nghệ tốn t i Dự định hành vi (Behavioral Intention – BI) T i sử dụng ví điện tử đ toán tương lai Xin chân thành cảm ơn hợp tác bạn! 89 APPENDIX 2: Descriptive Analysis Results Descriptive Statistics N Minimum Maximum Mean Std Deviation PE1 195 3.06 945 PE2 195 3.03 688 PE3 195 3.03 992 PE4 195 3.03 1.064 PE5 195 3.03 896 EE1 195 3.01 837 EE2 195 3.13 839 EE3 195 3.01 767 EE4 195 3.13 818 SI1 195 3.03 981 SI2 195 3.06 880 SI3 195 3.06 932 FC1 195 3.01 979 FC2 195 3.01 739 FC3 195 3.04 864 FC4 195 3.06 1.031 PS1 195 2.65 1.472 PS2 195 2.84 1.412 PS3 195 2.86 1.456 TR1 195 2.99 796 TR2 195 2.93 809 TR3 195 3.07 825 TR4 195 3.04 858 MK1 195 3.81 867 MK2 195 3.95 782 MK3 195 3.72 859 RE1 195 3.57 1.079 RE2 195 3.68 1.140 RE3 195 3.67 1.058 BI1 195 3.09 983 BI2 195 3.03 840 BI3 195 3.12 1.158 BI4 195 3.20 1.038 Valid N (listwise) 195 90 APPENDIX 3: Reliability Analysis Results For the independent variable - Performance Expectancy: Reliability Statistics Cronbach's N of Items Alpha 876 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted PE1 12.12 9.270 725 845 PE2 12.15 10.962 636 870 PE3 12.15 9.007 729 844 PE4 12.15 8.601 737 845 PE5 12.15 9.447 741 842 For the independent variable - Effort Expectancy: Reliability Statistics Cronbach's N of Items Alpha 763 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted EE1 9.27 3.807 525 728 EE2 9.15 3.540 627 670 EE3 9.27 3.982 541 719 EE4 9.15 3.780 558 710 91 For the independent variable - Social Influence: Reliability Statistics Cronbach's N of Items Alpha 875 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted SI1 6.11 2.729 790 796 SI2 6.08 3.210 719 859 SI3 6.08 2.921 774 810 For the independent variable - Facilitating Conditions: Reliability Statistics Cronbach's N of Items Alpha 857 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted FC1 9.10 4.835 809 769 FC2 9.10 6.412 619 852 FC3 9.08 5.762 667 831 FC4 9.06 4.858 738 805 For the independent variable - Perceived Security: Reliability Statistics Cronbach's N of Items Alpha 661 92 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted PS1 5.70 5.614 494 535 PS2 5.51 6.169 437 610 PS3 5.49 5.725 486 547 For the independent variable – Trust: Reliability Statistics Cronbach's N of Items Alpha 733 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted TR1 9.03 3.896 469 702 TR2 9.10 3.913 449 714 TR3 8.96 3.452 610 620 TR4 8.99 3.454 569 644 For the independent variable - Mobile Wallet Knowledge: Reliability Statistics Cronbach's N of Items Alpha 736 93 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted MK1 7.68 1.941 593 611 MK2 7.53 2.199 568 645 MK3 7.76 2.088 524 694 For the independent variable – Reputation: Reliability Statistics Cronbach's N of Items Alpha 729 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted RE1 7.35 3.599 540 655 RE2 7.24 3.336 561 630 RE3 7.25 3.622 554 639 For the dependent variable - Behavioral Intention: Reliability Statistics Cronbach's N of Items Alpha 858 94 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted BI1 9.34 6.660 758 796 BI2 9.41 7.397 738 813 BI3 9.31 6.309 657 846 BI4 9.23 6.673 694 823 95 APPENDIX 4: Exploratory Factor Analysis Results For the dependent variable: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy .806 Approx Chi-Square Bartlett's Test of Sphericity 371.359 df Sig .000 Total Variance Explained Component Total Initial Eigenvalues Extraction Sums of Squared Loadings % of Variance Total Cumulative % 2.853 71.325 71.325 469 11.722 83.047 423 10.581 93.628 255 6.372 100.000 2.853 Extraction Method: Principal Component Analysis For independent variables: KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 788 2508.763 df 406 Sig .000 % of Variance Cumulative % 71.325 71.325 96 Total Variance Explained Compon Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings ent Total % of Cumulativ Variance e% Total % of Cumulativ Variance e% Total % of Cumulativ Variance e% 6.847 23.610 23.610 6.847 23.610 23.610 3.458 11.924 11.924 2.568 8.854 32.464 2.568 8.854 32.464 2.823 9.736 21.660 2.033 7.010 39.475 2.033 7.010 39.475 2.525 8.706 30.366 1.921 6.625 46.100 1.921 6.625 46.100 2.414 8.323 38.688 1.853 6.390 52.490 1.853 6.390 52.490 2.297 7.920 46.608 1.630 5.619 58.109 1.630 5.619 58.109 2.084 7.187 53.795 1.476 5.091 63.200 1.476 5.091 63.200 2.034 7.015 60.811 1.338 4.613 67.812 1.338 4.613 67.812 2.031 7.002 67.812 952 3.283 71.095 10 813 2.803 73.898 11 689 2.375 76.273 12 632 2.181 78.454 13 605 2.085 80.538 14 558 1.922 82.461 15 540 1.862 84.323 16 525 1.809 86.132 17 496 1.709 87.841 18 456 1.571 89.412 19 431 1.486 90.898 20 403 1.389 92.287 21 390 1.346 93.633 22 331 1.142 94.775 23 292 1.008 95.783 24 275 948 96.731 25 249 858 97.590 26 219 756 98.346 27 187 646 98.991 28 165 568 99.559 29 128 441 100.000 Extraction Method: Principal Component Analysis 97 Rotated Component Matrixa Component PE5 859 PE3 835 PE4 767 PE1 739 PE2 641 FC1 864 FC4 831 FC3 733 FC2 646 SI1 897 SI3 895 SI2 862 EE2 304 767 EE1 742 EE3 662 EE4 661 TR3 817 TR4 807 TR1 611 TR2 580 MK1 831 MK2 769 MK3 758 PS1 751 PS2 684 PS3 662 RE1 769 RE2 767 RE3 739 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 98 APPENDIX 5: Correlation Coefficients Analysis Results Correlations F_BI Pearson Correlation F_BI Pearson F_P Correlation E Sig (2-tailed) N Pearson F_E Correlation E Sig (2-tailed) N Pearson Correlation Sig (2-tailed) N Pearson F_F Correlation C Sig (2-tailed) N Pearson F_P Correlation S Sig (2-tailed) N Pearson F_T Correlation R Sig (2-tailed) N Pearson F_M Correlation K Sig (2-tailed) N Pearson F_R E Correlation Sig (2-tailed) N F_EE F_SI F_FC F_PS F_TR F_MK F_RE 589** 561** 157* 586** -.309** 416** 344** 482** 000 000 028 000 000 000 000 000 195 195 195 195 195 195 195 195 195 589** 415** 102 463** -.212** 367** 188** 288** 000 156 000 003 000 008 000 Sig (2-tailed) N F_SI F_PE 000 195 195 195 195 195 195 195 195 195 561** 415** 185** 441** -.258** 296** 172* 264** 000 000 010 000 000 000 016 000 195 195 195 195 195 195 195 195 195 157* 102 185** 146* -.059 -.015 000 124 028 156 010 041 415 836 998 085 195 195 195 195 195 195 195 195 195 586** 463** 441** 146* -.249** 218** 228** 356** 000 000 000 041 000 002 001 000 195 195 195 195 195 195 195 195 195 -.309** -.212** -.258** -.059 -.249** -.142* -.183* -.285** 000 003 000 415 000 048 010 000 195 195 195 195 195 195 195 195 195 416** 367** 296** -.015 218** -.142* 142* 193** 000 000 000 836 002 048 047 007 195 195 195 195 195 195 195 195 195 344** 188** 172* 000 228** -.183* 142* 070 000 008 016 998 001 010 047 195 195 195 195 195 195 195 195 195 482** 288** 264** 124 356** -.285** 193** 070 000 000 000 085 000 000 007 331 195 195 195 195 195 195 195 195 ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) .331 195 99 APPENDIX 6: Multiple Regression Analysis results Mo de l Summary b Model R 795a R Square 632 Adjusted R Square 616 Std Error of the Estimate 52441 DurbinWatson 1.606 a Predictors: (Constant), RE, MK, SI, TR, PS, EE, PE, FC b Dependent Variable: BI ANOVAa Model Regression Residual Total Sum of Squares 87.962 Mean Square 10.995 51.152 186 275 139.113 194 df F 39.981 Sig .000b a Dependent Variable: BI b Predictors: (Constant), RE, MK, SI, TR, PS, EE, PE, FC Co e ffic ie nts a Model (Constant) Unstandardized Coefficients Std B Error -1.593 386 Standardized Coefficients Beta Collinearity Statistics t -4.130 Sig .000 Tolerance VIF PE 265 061 237 4.366 000 670 1.493 EE 302 072 223 4.183 000 699 1.431 SI 034 046 033 725 469 948 1.055 FC 239 061 215 3.914 000 656 1.524 PS -.023 036 -.030 -.626 532 858 1.166 TR 200 068 145 2.957 004 826 1.211 MK 213 058 170 3.656 000 915 1.093 RE 217 048 226 4.556 000 805 1.242 a Dependent Variable: BI 100 APPENDIX 7: Differences between demographic factors test results Gender: Group Statistics GENDER N Mean male Std Deviation Std Error Mean 92 3.1223 89680 09350 103 3.0947 80373 07919 F_BI female Independent Samples Test Levene's t-test for Equality of Means Test for Equality of Variances F Sig t df Sig (2- Mean Std Error Difference Difference tailed) 95% Confidence Interval of the Difference Lower Upper Equal variances 884 348 227 193 821 02762 12177 -.21256 26780 225 183.943 822 02762 12253 -.21412 26937 assumed F_BI Equal variances not assumed Age: Test of Homogeneity of Variances F_BI Levene Statistic 1.872 df1 df2 Sig 190 117 101 ANOVA F_BI Sum of Squares Between Groups df Mean Square 2.817 704 Within Groups 136.297 190 717 Total 139.113 194 F Sig .982 419 F Sig Education: Test of Homogeneity of Variances F_BI Levene Statistic df1 053 df2 Sig 192 948 ANOVA F_BI Sum of Squares Between Groups df Mean Square 2.986 1.493 Within Groups 136.127 192 709 Total 139.113 194 2.106 125 Income: Test of Homogeneity of Variances F_BI Levene Statistic 819 df1 df2 Sig 190 514 ANOVA F_BI Sum of Squares Between Groups df Mean Square 3.514 878 Within Groups 135.600 190 714 Total 139.113 194 F 1.231 Sig .299 ... of customers in Ho Chi Minh City? Research question #4: How demographic factors (age, gender, income, education) influence the intention to use mobile wallets of customers in Ho Chi Minh City? ... the customers? ?? intention to use mobile wallets in Ho Chi Minh City, Vietnam - To study the intensity of the influence made by the active factors that affect the intention of customers to use mobile. .. is conducted in order to examine the determinants of customers? ?? intention to use mobile wallets in Ho Chi Minh City, which can reinforce the theoretical framework of research in customers? ?? intention