Abstract

Purpose: This study proposes and tests a structural model regarding the continuance intention to use e-payment systems in Vietnam. The paper builds on theoretical frameworks such as the Technology Acceptance Model (TAM), the Unified Theory of Acceptance and Use of Technology (UTAUT), the Information Systems Success model (ISS), and related works. This work examines how factors such as service quality, perceived trust, and customer satisfaction are related to the continuance intention to use e-payment systems. Research Design, Methodology, and Approach: The study employed a quantitative design, collecting 392 valid responses, who have used e-payment in Vietnam, through an online survey (Google Form). Reliability and validity were assessed using Cronbach’s Alpha, Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA), and Structural Equation Modeling (SEM) to analyze the relationships between the latent variables of the research model. Results: The findings indicated that service quality, perceived trust, and customer satisfaction have a significant structural relationship with continuance intention, each exhibiting relatively high impact coefficients. Furthermore, the model effectively explains continuance intention within the context of e-payments in Vietnam. Conclusions: The study successfully achieved its initial objectives by examining the structural relationships between the relevant pre-existing components and continuance intention. It contributed to significant theories (TAM, UTAUT, ISS), while also providing practical implications for developing strategies aimed at enhancing continuance intention.