ASSIGNMENT 1 FRONT SHEET

Qualification BTEC Level 5 HND Diploma in Business

Unit number and title Unit 42 - Statistics for Management

Submission date Date Received 1st submission

Re-submission Date Date Received 2nd submission

Student Name Nguyen Huu Thang Student ID GBD210158

Class GBD1004 Assessor name Ngo Hai Quynh

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Table of Contents
I. Introduction.......................................................................................................................................................................5
1. Background................................................................................................................................................................... 5
2. Reason why you choose the topic.................................................................................................................................6
3. Objectives of the topic..................................................................................................................................................6
4. Meaning of research.....................................................................................................................................................6
5. Scope of the topic.........................................................................................................................................................6
II. Literature Review..............................................................................................................................................................6
1. Customer Satisfaction...................................................................................................................................................6
2 Customer Trust...............................................................................................................................................................7
3 Social Influence..............................................................................................................................................................7
4. Perceived Ease to use....................................................................................................................................................8
III. Methodology.................................................................................................................................................................... 8
1. Data collection..............................................................................................................................................................9
2. Data analysis.................................................................................................................................................................9
3. Formulas used in data analyzing procedure..................................................................................................................9
3.1. The mean of a data set is the average of all the data values..................................................................................9
3.2. The mode of a data set is the value with greatest frequency.................................................................................9
3.3. The median of a data set is the value in the middle when the data items are arranged in ascending order.......10
3.4 The variance is the average of the squared differences between each data value and the mean........................10
3.5. Standard deviation: This is how the standard deviation is calculated..................................................................10
IV. Data and Data resources................................................................................................................................................10
1. Primary Data – Design survey......................................................................................................................................10
2. Secondary data............................................................................................................................................................14
V. Data Analysis................................................................................................................................................................... 14
1. Overview frequency table...........................................................................................................................................14
2. Overview of survey subjects........................................................................................................................................15
3. Descriptive statistics analysis......................................................................................................................................17
VI. Conclusion..................................................................................................................................................................... 24
VII. References.................................................................................................................................................................... 25
I. Introduction
1. Background
Online accounts that may be used to make payments include e-wallets. Users may make purchases online or for
utilities like power, water, and telephones using the money in their wallet. In an age of fast technology progress,
this mode of payment offers the advantages of being quick, inexpensive, and simple. Before this outbreak,
mobile cashless payments were widely used in several emerging countries, such as Thailand, Vietnam, and
Indonesia PWC. Torieu (2001). Thailand has a clientele that has previously used mobile payments at a rate of
67%, up from 24% and 20% in Vietnam and the Middle East, respectively, according to the Global Consumer
Insight Survey 2019. (PWC, 2019). One sort of mobile payment substitute is e-wallets. Aji et al. (2020) claim
that an electronic wallet instead of a chip card holds money on a server. In Indonesia, there are several server-
based e-wallet (e-money) providers, such as Go-Pay, OVO, LinkAja, and DANA. In Malaysia, however, Grab
Pay, Touch N' Go Wallet, and BoostPay are more popular. However, compared to Indonesia, Malaysia's
adoption of e-wallets is still in its infancy (PWC, 2018).
The Vietnam Department of E-commerce and Digital Economy (Ministry of Industry and Trade) projects that
the country's e-commerce industry would grow by 18% to reach 11.8 billion USD in 2020, or 5.5% of total
retail sales of consumer goods and services, given that 53% of the population purchases online. Vietnam's e-
commerce business is anticipated to be worth US$39 billion by 2025, coming in second only to Indonesia.
Vietnam's growing digital population and internet adoption rate offer the ideal conditions for e-commerce
businesses to prosper. Additionally, as e-commerce has developed, the need for additional users has increased,
which has increased interest in utilizing e-wallets (Nguyen, 2022)
Only 30% of Vietnamese adults utilize digital banking services, so there is still room for the sector to grow even
more. According to a recent Visa survey on the e-wallet industry, 71% of survey participants use an e-wallet,
and 85% of participants use at least one e-wallet or payment application. These applications are used at least
once every week (Phuong, 2022)
With more than 40 e-wallet businesses operating in Vietnam, the sector has become increasingly competitive.
The top three e-wallets, Momo, Moca, and ZaloPay, hold 90% of the market, leaving little "land" for other
services. The major e-wallets, however, are also having trouble since they are unable to show that their
programs are superior to those of traditional banks, which have caught up to the functions of e-wallets (Phuong,
2021).
According to statistics, the number of people using e-wallets and other cashless payment systems has
significantly grown recently, especially since the onset of the Covid-19 outbreak. Over 85% of consumers have
at least one e-wallet or payment app, and more than 42% of customers utilize contactless payments on their
mobile devices. In the context of the Covid-19 epidemic, online lucky money reduces tiny sums during Tet
while simultaneously promoting non-cash transactions. This is only one of the numerous functions that e-
wallets provide. 71% of users use payment apps or e-wallets at least once every week. (Uyen, 2021).
Statistics show that e-wallets and other cashless payment methods have been much more popular recently,
especially when the Covid-19 epidemic began. Over 85% of customers have at least one e-wallet or payment
app, and more than 42% of consumers make contactless payments using their mobile devices. In light of the
Covid-19 epidemic, online lucky money encourages contact limitations, non-cash payments, and minimizes
small transfers around Tet. This is only one function among many that e-wallets provide. 71% of consumers use
e-wallets or other payment systems particularly at least once every week.
Customer happiness in business is crucial, and obtaining that pleasure is what firms really want. If a firm
prioritizes customer pleasure, it will expand and boost sales; a company that doesn't will not (Arora and Narula,
2018). Because it costs more money to acquire new customers than to keep existing ones, it is simpler for a
company organization to expand when its consumers are happy, elderly consumers' feet. According to Jufrizen
et al. (2020), consumers who are happy with their purchases are more likely to make more purchases, which
enhances the urge to recycle. Customer satisfaction has a big impact on whether someone will reuse something.
And for this reason, most businesses show an interest in their elder clients and always develop positive, lasting
connections with people who have just used them once.
2. Reason why you choose the topic
There hasn't been much research done on the use of e-wallets and MoMo Wallets in Vietnam, notably in Da
Nang. As a result, the researcher wants to do additional in-depth research on this topic.
3. Objectives of the topic
The goals of this subject are as follows: The report's theoretical underpinnings for using MoMo EWallet come
first. After that, it examines the current state of use of MoMo E-Wallet in the Da Nang region. Finally, the
benefits of utilizing MoMo E-Wallet will be listed to persuade residents of Da Nang to adopt the program.
4. Meaning of research
In order to improve information systems and build the foundation for corporate decision-making, this research
will provide an overview of MoMo e-wallet usage in Da Nang.
5. Scope of the topic
The paper only touches on five of the numerous factors that affect the adoption of MoMo E-Wallet: security
and privacy factors, trust factors, social impact factors, perceived usability, and perceived simplicity of use. The
poll will comprise 150 participants, and the report also contains several inquiries and demographic data. Ask
questions on the items described above. The study will take place in Da Nang, using the local population as its
main subject. September 20, 2022, marks the start of construction, which will last until September 29, 2022.

II. Literature Review

1. Customer Satisfaction
According to Hoyer and MacInnis, "the sensation that arises when a consumer provides a good rating or is
happy with a decision" is what is meant by customer satisfaction (2001). Focusing on client happiness is
necessary to build customer loyalty (Pham and Ahmed, 2017). Customer satisfaction is also an emotional
reaction to changes in expectation and first- and second-hand experience (Arora and Narula, 2018). Customers
are satisfied with a product when they feel that it works well and meets or exceeds their expectations. But if the
product's performance falls short of their expectations, they are not pleased. According to Jufrizen et al. (2020),
consumers who are happy with their purchases are more likely to make more purchases, which enhances the
urge to recycle. Customer satisfaction has a big impact on whether someone will reuse something. Trust in the
brand determines customer satisfaction. Customer satisfaction has a big impact on reuse intention. Customer
satisfaction is influenced by consumer attitudes and behaviors, which are shaped by trust in the service while
making regular online transactions. (Latifah et al., 2020).
As technology advanced, e-wallets were created in response to the customer need for ease and speed. When
there was an outbreak and individuals couldn't walk outside to pay for their own items, e-wallets became even
more common. How much time people spend on their cellphones has an influence on both their behavior and,
inevitably, how they consume things. As consumers use their cellphones for longer lengths of time, they are
more comfortable using their credit cards on them than they are with the actual cards in their real wallets. (Buss,
2022).
In order to better understand the influence on the intention to use the Momo wallet payment service of those
living and studying in Da Nang, the suggested factors that will participate in the proposed survey are mentioned
below. access. The six components are intention to use, trust, social influence, security and privacy, perceived
ease of use, and perceived usefulness. The interplay between these six components has an impact on the
decision of whether to utilize the Momo wallet payment service.
2 Customer Trust
According to Mayer et al. (1995), trust is the manifestation of persistent beliefs drawn from the opponent's
actions. The confidence of one person against another is what Doney and Cannon (1997b) define as trust. Prior
studies looked at the consequences of trust in the business sector (Doney & Cannon 1997b; Gefen 2000; Jones
& Leonard 2008). Additionally, a lot of companies struggle to gain clients' confidence (Kim & Park 2013).
Much research (Kumar et al., 2010; Brodie and Hollebeek, 2011; Gupta and Sahu, 2015; Nakagawa and Song,
2016; Järvi, 2019) have shown that firms must create trust with their consumers to foster long-lasting,
sustainable customer-business relationships and12 encourage future consumption.
A person has faith in the exchange of his or her dependability and integrity, according to Morgan and Hunt
(1994). Customers and MoMo companies establish a strong relationship thanks to a company's positive image
by providing them with high-quality care and service (Jarvenpaa et al. 1999a; Landon & Smith 1997; Park et al.
2012; Teo & Liu 2007). There is a significant link between Satisfaction and trust (Bauer et al. 2002). It is the
responsibility of the business to fulfill the requirements and desires of its customers (Kennedy et al. 2001).
When a consumer experience anticipated expectation, they display the positive attitude of satisfaction
(Anderson & Sullivan 1993). According to Anderson and Sullivan (1993); (Beyari & Abareshi 2018c),
consumer satisfaction is based on both their initial expectations and the outcomes they receive. According to
Banyte and Dovaliene (2014) and Van Doorn et al. (2010), trust may be an antecedent of customer satisfaction,
but it is also more likely to be a result (Hollebeek, 2011). As a result, the relationship between trust and
satisfaction also anticipated in the context of studies on MoMo consumer happiness.
3. Social Influence
Psychologists have spent decades researching the effect of social factors and how they shape people's thinking
and actions. In further detail, social influence describes how people adapt their beliefs and behaviors to suit the
needs of a social group, an authoritative figure, a social role, or a minority within a group that has sway over the
majority. Most of us regularly meet social influence in all its many manifestations.
According to the UTAUT theoretical paradigm, SI measures how highly a person considers other people to be
deserving of the system. A few of those who can affect how customers view technology include friends, family,
coworkers, and neighbors. A consumer's opinion of a product might also be influenced by environmental and
online elements. There is a relationship between social influence and customer satisfaction (Vuong, 2021).
Another study was undertaken, according to Junadi and Sfenrianto (2015), customer satisfaction was influenced
by social influence in e-wallet payment services context. The data support the notion that social influence has a
beneficial impact on customer satisfaction to utilize e-wallet services. A strong association between social
impact and customer satisfaction to adopt mobile payments.
4. Perceived Ease to use
According to Davis, perceived ease-of-use (PEOU) is "the extent to which a person perceives that utilizing a
given system would be free from effort" (Davis 1989). If the technology is simple to use, then the obstacles
have been removed. No one is fond of anything if it is difficult to use and has a confusing interface.
Perceived friendliness for users Perceived ease of use is the extent to which a person believes utilizing a certain
technology will be straightforward and not difficult for the user. It is innovations that are easier to use, grasp,
and execute, according to Wallace and Sheetz (2014). Users are more likely to adopt new systems that are
straightforward. Perceived usability has a big impact on people's decision to utilize a given product or service
(Amoroso et al., 2012). Perceived ease of use has a positive effect on, according to several studies.
According to research by Al-Maroof & Al-Emran, using web service technology is simple and user-friendly,
which favorably enhances perceived utility (2018). The study employed undergraduate students. Based on the
claims, the following hypothesis was developed: Users' perceptions of e-wallets' usability and likelihood to use
them will be positively influenced by their perceived ease of use. Considering the discussion above, this
research recommended
The goal of this study is to determine whether Perceived Ease to use and usability have any direct or indirect
effects on customers satisfaction in China's computer market. The current study employs the survey approach;
the tool chosen to gather all the data from the respondents is a questionnaire.(Wilson et al., 2021) 400
respondents from or residing in five cities in China received all the questions electronically via an online survey
website. A total of 346 data items were deemed useful after gathering and analyzing the data obtained, the
results shown that perceived ease to use has an positive effects on customers satisfaction.

III. Methodology
Qualitative and Quantitative Methods
Methodologies in both the qualitative and quantitative domains are frequently used in research. The purpose of
the qualitative study is stated in the research paper. a qualitative approach for assessing the opinions and
experiences of survey participants (K McCusker & S Gunaydin, 2014). The focus of this strategy will be
questions like "what," "how," and "why." Contrarily, the quantitative method focuses on scale-related queries
such "how many" or "how many" (Drik Strijker, Gary Bosworth and Gosse Bouter, 2020). Digital data
gathering, analysis, and measurement serve as its cornerstone. (K McCusker & S Gunaydin, 2014).
This paper's study was conducted using a quantitative methodology. It is obvious that the best course of action
is to submit a question that demands a rating from 1 to 5, given that the report's subject is the momo wallet
payment intents of residents and students in Da Nang. Large-scale surveys and data processing will be made
easier by quantitative research. They like to assess rather than write paragraphs. As a result, they typically
refrain from providing lengthy textual responses to concerns. The quantitative technique will help with theory
testing and future forecast generation. In quantitative research, outcomes are typically crystal obvious and
unmistakable.
1. Data collection
The two main sources of information employed in this study are primary and secondary data. Primary data are
facts obtained directly from study subjects through questionnaires, interviews, or other methods. The
investigation yielded a wealth of data, making it extremely pertinent and timely (Trinh, 2017). Secondary
information is knowledge gathered from reliable books, periodicals, and government agencies. Secondary
information benefits researchers since it saves time and gives them access to a wide range of information
sources (Trinh, 2017). The primary information used in this study was gathered through a survey. Google
developed this form. 150 persons are supposed to get the survey (all Danang residents). One of the survey's 20
questions asks respondents about their objectives when using the new service.
2. Data analysis
For the analysis and explanation of the data in this report, IBM SPSS software will be needed. This is a piece of
statistical analysis software. For instance, Sociology Research, Market Research, Biodiversity Research,
Scientific Research in Agro-Forestry Development, Psychological Research, and other specialized fields, SPSS
is a system of statistical data analysis techniques that are ensured to be sufficient to support scientific
researchers with research processing. (R Hurriyati, 2017).
Before gathering the data from the survey table. The researcher will enter each of these data into SPSS. then
carry out the data analysis procedure. The data descriptions will produce results after they have been executed.
From those results, conclusions for this study were drawn.
3. Formulas used in data analyzing procedure
3.1. The mean of a data set is the average of all the data values

3.2. The mode of a data set is the value with greatest frequency.
3.3. The median of a data set is the value in the middle when the data items are arranged in ascending
order.

3.4 The variance is the average of the squared differences between each data value and the mean
The variance is computed as follows for sample:
In which: 𝒙̅: Mean of a sample
n: Observations of a sample
3.5. Standard deviation: This is how the standard deviation is calculated
The sample's standard deviation is S = √𝑺𝟐 Different sampling approaches and methods-based inferential
statistics that highlight the distinctions between the population and sample

IV. Data and Data resources

1. Primary Data – Design survey
The questionnaire is broken up into 6 sections with the aim of discovering the variables influencing the desire to
pay with e-wallets. Each part has component questions to aid with topic clarity. These investigations are all
backed by reliable journals and research techniques. As a result, the application in science and practice is
improved.
No Code Content References
1. DEMOGRAPHIC G1 Gender (jotform, n.d)
A1 Age
I1 Income
2.Customer SAT1
I am satisfied with the
satisfaction Prasetyo & Fuente
sustainability offered by (2020)
Momo to environment.
SAT2
I am satisfied with my
interactions with drivers
while using Momo
service.
SAT3
I will happyly use
Momo again in the
future. Kurniawati A. , Sigh J. ,
SAT4 I will happyly use Raj M. (2021)
Momo again in the
future.
 SAT5 I will share my
experience with Momo Kurniawati A. , Sigh J. ,
as a positive sharing to
Raj M. (2021)
other friends and
families
3. Perceived Ease to PE1 E-wallet interactions (jotform, n.d)
use – PEU are effortless?
PE2 Easy to use software?
PE3 Can you make the
request you want

easily?
 PE4 I can make easy
queries about my
account, know the
fluctuations in my

account fastest
4. Social Influence SI1 Social Influence (SI) (jotform, n.d)
[SI1. Your important
people (Family,
friends,) are using
payment with]
SI2
Social Influence (SI)
[SI2. Influencers are
using Momo e-wallet
for payment]
SI3
Social Influence (SI)
[SI3. The community
around you is using
payment with Momo e-
wallet]

SI4 Social Influence (SI)

[SI4. Government
encourages people to
use Momo wallet]

5. Trust TR1 You will refer others (jotform, n.d)

to
use Momo wallet
TR2 You will continue to
use Momo wallet in
the future
TR3 Do you think you will
use Momo e-wallet
more often in the near

future
TR4 I think I will use
Momo e-wallet for
 online shopping in the
near future
Table 1 Questionaire of collected data
2. Secondary data
Secondary data is obtained from reputable books, reports, and models of study that are pertinent to the subject.
By employing secondary data to acquire a wider view on those models, the author can apply successful research
models from other domains to this study. In addition to the findings of massive surveys, secondary data also
provides a significant quantity of information, concepts, and specialized definitions. The study has since grown
and been very helpful.

V. Data Analysis
1. Overview frequency table
After 150 samples were gathered and data was obtained online, computations were begun. There are no wrong
responses. All these samples will thus be covered by the data calculation procedure. Below is an explanation of
the volume table:

Gender Grade Income

N Valid 149 149 149
Missing 0 0 0

Do you use Momo?

Frequenc Percent Valid Cumulative
y Percent Percent
1 133 89.3 89.3 89.3
Valid 2 16 10.7 10.7 100.0
Total 149 100.0 100.0
 Table: 2 The overview frequency table (before remove unvalid answers)
2. Overview of survey subjects

Age
Frequenc Percent Valid Cumulative
y Percent Percent
1 52 34.9 34.9 34.9
2 87 58.4 58.4 93.3
Valid 3 6 4.0 4.0 97.3
4 4 2.7 2.7 100.0
Total 149 100.0 100.0
 Gender
Frequenc Percent Valid Cumulative
y Percent Percent
1 92 61.7 61.7 61.7
Valid 2 57 38.3 38.3 100.0
Total 149 100.0 100.0

Table 3: will briefly introduce the profile of 149 respondents.

 Income
Frequenc Percent Valid Cumulative
y Percent Percent
1 75 50.3 50.3 50.3
2 12 8.1 8.1 58.4
Valid 3 9 6.0 6.0 64.4
4 53 35.6 35.6 100.0
Total 149 100.0 100.0

It is clear from the 123/149 participants that people in Da Nang find using the Momo e-wallet to make
purchases to be quite easy. where males make up 61,7% of the population overall (92 respondents). The biggest
percentage of Momo wallet users, up to 58.4%, are between the ages of 21 and 25. Unquestionably, this age
group has experienced technology, accessed modern electronic websites, and conducted online rather than in-
person shopping. Many polls indicate that the average yearly family income is less than $5 million, or 50,3% of
the population, and that the majority of those with this income are still enrolled in school. Momo may develop
strategies to reach its target consumers by researching the demographics of Da Nang's customers and employing
advertising approaches to target the appropriate group.
3. Descriptive statistics analysis
Variable 1: Customer Trust (TR)
 Statistics
TR 1 TR 2 TR 3 TR 4 TR 5
Valid 149 149 149 149 149
N Missin
0 0 0 0 0
g
Mean 3.68 3.07 3.67 3.65 3.29
Median 4.00 3.00 4.00 3.00 3.00
Mode 4 3 4 3 3
Std. Deviation .690 .648 .692 1.039 .816
Variance .477 .420 .479 1.080 .666

Table 4: Trust MoMo E-wallet Variable Statistics (N=149)

A company's market performance, value, and reputation are largely determined by the level of confidence its
customers have in it. This is also true with the MoMo electronic wallet. MoMo is responsible for promoting
trust when using MoMo wallet. Financial - Banking service providers, and MoMo e-wallet, always put safety
first. MoMo customers currently have a high degree of trust, according to poll results. Because of its standing
and the quality of its translations, MoMo service has earned the highest rating of 3.68. Because MoMo purse
conforms with international security standards and employs multi-layer protection when signing in and making
purchases, everyone is completely safe and secure while using it. That makes it clear that the degree of
agreement and confidence that consumers have in MoMo is at A location to send the trust of every client. The
range's value, 4, denotes the distance between the smallest and biggest observable values required to obtain that
index.
Discuss using the variable "I believe in Momo's service" When compared to the other components, the ratio,
3.68, is rather high. A substantial portion of MoMo consumers completely trust and believe in the reliability and
security of the goods. Furthermore, some people haven't used MoMo. In addition to the mean, the median,
which is a number between 3 and 5 among a series of observations arranged from smallest to biggest, has a
value of 4.00. In this case, the mean value will be measured and computed. In TR2, "I trust Momo's service,"
there is a lot of agreement, and Mode has a value of 4. Most of the replies have been approved. That makes it
clear that the degree of agreement and confidence that consumers have in MoMo is at A location to send the
trust of every client. The range's value, 4, denotes the distance between the smallest and biggest observable
values required to obtain that index.
 Figure 1: The observed variables of Trust
The graph shows how consumers feel about the MoMo service. The graph shows that the ratio at the level of
agreement is 3.68, and the right axis is more inclined, indicating that consumers are happy with MoMo wallet.
However, some people are not fully pleased with MoMo's service. MoMo should thus develop solutions and
strategies for this issue.
Variable 2: Social Influence (SI)

Statistics
SI 1 SI 2 SI 3 SI 4 SI 5
Valid 149 149 149 149 149
N Missin
0 0 0 0 0
g
Mean 3.58 3.61 3.33 2.80 3.31
Median 4.00 3.00 3.00 3.00 3.00
Mode 4 3 3 3 3
.757
Std. Deviation .718 1.095 .716 .752

.574
Variance .515 1.199 .513 .566
 Table 5: Privacy/Security Awareness Variable Statistics (N=149)
According to the report, a significant portion of consumers agree that Momo offers a high degree of security.
Momo's security system has acquired PCI DSS (Payment Card Industry Data Security Standard) worldwide
security certification, the highest level of service provider accreditation for Category 1 service providers. Momo
consumers feel secure knowing that their personal information is handled with the highest confidentiality,
which contributes to the high consent rate of 3.61. Furthermore, only users may access and log in to e-wallets,
which require fingerprint or Face ID authentication to confirm when logging in. The "Safety feature with OTP
verification code supplied to Momo registered phone number" contributes 3.58 degrees of agreement to the
efficacy of the Momo wallet's strategy.
On a scale of 1 to 5, the mean score for item SP2 on the table is 4.00. In this case, we will follow convention
and calculate the average of the two observations (2 and 1). Most observers gave the highest grade to item SP2,
"I trust Momo's security." When there is excessive repetition and most customers opt for anything, the score is
4. Customers have a high degree of faith in the service, and this trust contributes to Momo Wallet's reputation.
As can be seen, the range value for the median range 4, which is the distance between the smallest observed
value and the greatest observed value, is obtained by subtracting the maximum value from the highest value.

Figure 2: The observed variables of Privacy/Security Awareness

The second element in the study on Momo wallet payments is "I trust Momo's security." The Momo e-wallet
has a high level of customer confidence, and as a result, Momo has a responsibility to uphold that trust.
Everyone may use Momo wallet with confidence after knowing about its quality because it has 31 million users
as of right now.
Variable 3: Perceived Ease to use (PEU)
 Statistics
PEU 1 PEU 2 PEU 3 PEU 4
Valid 149 149 149 149
N Missin
0 0 0 0
g
Mean 3.38 3.97 3.28 3.09
Median 3.00 4.00 3.00 3.00
Mode 3 4 3 3
Std.
.730 .918 .696 .562
Deviation
Variance .533 .843 .485 .315
Table 6: Perceived Ease to use Variable Statistics (N=149)

Figure 3: The observed variables of Perceived Ease to use

Variable 4: Customer satisfaction (SAT)

 Statistics
SAT 1 SAT 2 SAT 3 SAT 4 SAT 5
Valid 149 149 149 149 149
N Missin
0 0 0 0 0
g
Mean 3.13 3.14 3.03 3.30 3.64
Median 3.00 3.00 3.00 3.00 4.00
Mode 3 4 3 3 4
Std. Deviation .633 .952 .557 .777 .700
Variance .401 .906 .310 .604 .489
Table 7: Customer satisfaction Variable Statistics (N=149)
The pricing against service quality range for Momo of Greenwich's student campus in Danang was shown in the
table above. I will gladly use Momo again in the future is a variable that many students agree with, with an
average value of 3.64.
 Figure 4: The observed variables of Customer satisfaction
Since the observed variable SAT5 has the highest mean (3.64), it will be represented to show the histogram of
the responses. With a frequency of 85 students choosing level 4, this proves that students are very fond of using
Momo service compared to all other applications. There are 2 students choose level 1 - disagree, not satisfied
with this factor. Therefore, Momo should consult and operate service modes, incentives, and improve customer
satisfaction experience to attract customer loyalty.

VI. Conclusion
Including more advanced capabilities as e-commerce develops, e-wallets are becoming more accessible to
users. Even if several e-wallets, such as VN-pay, Zalopay, Moca, and others have become more popular, Momo
is still recognized as a dependable choice. The research and analysis have enhanced Momo's comprehension of
consumer demands, experience creation, and risk management for future goals. The "Purpose" payment of
MoMo wallets used by the residents of Da Nang has been thoroughly investigated in this article utilizing the
available research model and data gathering technique. Study statistical methods as well since they may help
managers with decision-making, alternative action identification and evaluation, error estimation, process
monitoring, and action-taking. Taking the proper remedial action can help you get the best outcomes.
 VII. References
Nguyen. (2022). E-commerce in Vietnam - statistics & facts | Statista. https://www.statista.com/topics/5321/e-
commerce-in-vietnam/#dossierKeyfigures
Phuong. (2022). “Lấn sân” sang tài chính và TMĐT, MoMo đang đi nhanh hơn các ví điện tử khác.
https://ictvietnam.vn/lan-san-sang-tai-chinh-va-tmdt-momo-dang-di-nhanh-hon-cac-vi-dien-tu-khac-
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