E-wallets are gradually becoming more popular in Vietnam and this technology has been
able to become the most used element in the fintech industry in recent years. While the
market is more competitive, how to retain a long-term relationship with customers
becomes a key to business growth. Many studies have explored the crucial factors
affecting users’ intention to continue using e-wallet apps, but prior research usually
focuses on the technology aspects, and the role of psychological perspectives has been
receiving little study.
Therefore, this study aims to determine the important elements in the context of users'
continuance intention towards e-wallets in Vietnam by combining the extended IS success model with the psychological aspects to fill the gap of the previous study which is indicating the role of users’ emotions involved. The brand Momo is chosen as a case study since it is the leading company in Vietnam in providing e-wallet applications.
The online survey questionnaire was conducted in Vietnam to collect data from 293
respondents via social platforms, and then the "Partial least squares structural equation modeling (PLS-SEM)" is applied to analyze data and test the proposed model. The finding shows that intimacy and satisfaction positively influence continuance intention. The flow of trust-intimacy-satisfaction is approved and is indicated as an important role in this context while it is affected by system quality, privacy & security concerns, and social influence like the model suggested initially. Nevertheless, the hypotheses related to information and service quality are not supported, and there is no direct relationship between social influence with continuance intention after analysis due to the characteristics of the Vietnam market as well as the particular services of Momo.
This study provides specific benefits in terms of theoretical for academics, service
providers or companies, and customers in the concept of e-wallet behavioral intention.

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