The intention of Gen Y and Gen Z customers for using E-Wallet and E-Banking services in Ho Chi Minh City
Published: July 30, 2026
Abstract
This study introduces the basis of the theory of planned behavior, the theory of technology acceptance model, and researches on the intended behavior of individual customers. The study also proposes a research model to analyze the intention of Gen Y and Gen Z customers for using e-wallet and e-banking services, and tests the factors of this proposed model. The structural equation analysis method is used to analyze data collected from 213 individual customers in Ho Chi Minh City. The study’s results show that perceived usefulness, perceived ease of use, security, social impact, and trust in provider factors clearly impact the intention of Gen Y and Gen Z customers for using e-wallet and e-banking services. In addition, there are differences in choosing e-wallet and e-banking services between Gen Y customers and Gen Z customers.
Keywords
e-bankinge-walletGeneration Y and Generation Z
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