Customer Loyalty In M-Payment Services: The Roles of Customer Satisfaction, Engagement, Trust and Wellbeing

Abstract

M-payment is getting attention as a new standard payment mode on over the world. The current research suggests a conceptual model analyzes the loyalty of customers to use M-payment services in developing countries. Data was gathered in Vietnam, one of the most developing countries with a high rate of population use smartphones. Data has been analyzed using SmartPLS 3.3 confirmed that seven over eight hypotheses were to be supported. The findings of this study explain that up to 63 percent loyalty of customers uses M-payment services. The results offer support that engagement, trust, and wellbeing of use influence the loyalty of customers use mobile payment services. Subsequently, the study reveals that customer satisfaction only has an indirect effect via the customer’s engagement and trust in the loyalty of the customer. From visions to practical, we draw some concludes with managerial implications and future directions regarding online payment systems and customer services management.