Applying the SERVQUAL model to explain the satisfaction of people using e-wallets: A case study of residents in Nha Trang City

Abstract

The study applies the SERVQUAL model by Parasuraman et al. (1988) to explain the satisfaction of people using e-wallets. The study conducted face-to-face interviews with 198 people living in Nha Trang city, Khanh Hoa province from February to March 2024 with data processed using quantitative methods. Research results show that factors of reliability, visual images, and convenience have an impact on the satisfaction of people using e-wallets. In contrast, factors including empathy, service competence, and responsiveness do not have a meaningful influence on the satisfaction of people using e-wallets. Based on these results, the article proposes managerial implications for e-wallet service providers in Khanh Hoa in the near future.