Factors affecting consumers' satisfaction when using e-wallets: Empirical evidence from Hanoi

The objective of this study was to examine the characteristics and elements that affect e-wallet users' overall satisfaction in Hanoi, Vietnam, with 175 surveys collected in Hanoi. Each of the five major factors affecting user satisfaction has been detailed, starting with the least important and working toward the most important, including “Means”, “Reliability”, “Service Capacity”, “responsiveness” and “empathy”.