Promotional Service Quality, Customer Satisfaction and Loyalty of E-wallet Users in Ho Chi Minh City

Abstract

The objective of the study is to examine the relationship between promotional service quality, satisfaction, and loyalty of e-wallet users in Ho Chi Minh City, by surveying 300 e-wallet users. from November 2020 to April 2021. A quantitative study was conducted with supporting of SPSS 22 software, testing the scale by Cronbach’s Alpha coefficient, exploratory factor analysis EFA, linnear regression analysis. Research results show that the convenience of promotions is the most important factor to satisfy customers as well as increase their loyalties to use e-wallets. The proposed conclusions and recommendations contribute to improve the quality of promotional services of e-wallet service providers.