HANOI UNIVERSITY

FACULTY OF MANAGEMENT AND TOURISM

STATISTICS PROJECT
FACTORS AFFECTING THE SATISFACTION OF
FMT STUDENT IN USING ELECTRONIC PAYMENT

Tutor: Lai Hoai Phuong Tutorial: Tut 7

Tutorial time: 9:20 – 11:00, Wednesday Tutorial class: 207-D2
Group: 2
Nguyen Hoang Anh ID: 2106090003
Hoang Thi Ngoc Linh ID: 2104040054
Le Thi Hoai Phuong ID: 2104010080
Vu Thu Phuong ID: 2104000084
Do Thanh Thuy ID: 2104000104
Tong Thi Kieu Trang ID: 2104010110
Pham Ngoc Van ID: 2104040110

i
 ABSTRACT
As constant advances in technology and consumer adoption exploded,
businesses has begun simultaneously to follow striking development of
electronic payment, particularly with the needs for and benefits of the young
people after Covid 19 - outbreak. Numerous studies have closely examined
factors influencing general public’s delight in using electronic payments
including college students. By incorporating information from these reviews,
personal correspondence, and diaries, our research has auxiliarily analyse the
factors affecting the satisfaction in using electronic payment on undergraduates
of Faculty of Management and Tourism (FMT) of Hanoi University (HANU). It
demonstrates the propensity for using electronic payment methods and their
significance in students' life. We employ a hypothesis testing procedure after
gathering data from questionnaires we've prepared to back up our assertion
that most college students favor electronic payment due to its convenience. It
implies that many college students discover that switching to electronic
payments can speed up the process of paying their vendors while also lowering
risk, enhancing control, and enhancing visibility. Nevertheless, the results of
the study may not be generalizable because it was carried out on a small scale,
but it is likely a useful reference for additional research and analysis.

ii
 TABLE OF CONTENTS

Abstract............................................................................................................................ ii
I. INTRODUCTION.....................................................................................................1
II. RESEARCH METHODOLOGY.............................................................................1
1. Population and sample...........................................................................................1
2. Questionnaire design..............................................................................................1
3. Sample size..............................................................................................................2
4. Sampling method and data collection...................................................................2
4.1. Sampling method.............................................................................................2
4.2. Data collection..................................................................................................2
5. Data processing.......................................................................................................2
6. Level of significant..................................................................................................2
III. DESCRIPTIVE RESULTS AND FINDINGS......................................................2
IV. RESULTS AND FINDINGS OF THE HYPOTHESIS TEST............................9
1. Research question...................................................................................................9
2. Assumptions............................................................................................................9
3. Data analysis............................................................................................................9
4. Hypothesis testing procedure.................................................................................9
V. EVALUATION........................................................................................................10
1. Limitation..............................................................................................................10
2. Implication.............................................................................................................10
VI. CONCLUSION.....................................................................................................11
PROJECT BONUS MARK FORM...............................................................................12
APPENDIX A...................................................................................................................13
APPENDIX B...................................................................................................................14
APPENDIX C...................................................................................................................15
APPENDIX D...................................................................................................................17
APPENDIX E...................................................................................................................20
REFERENCE...................................................................................................................28

iii
 I. INTRODUCTION
The way we make payments has been revolutionized as the banking and tech industries continue
to make advances in convenience. Cash is no longer the preferred means of payment; instead,
individuals choose a variety of online-enabled alternative payment options. Electronic payments,
often known as e-payments, are one such payment technique. According to the Visa Consumer
Payment Attitudes Study (2021), consumers now have a variety of options as many digital
payment methods spread throughout Southeast Asia. As the digital payment experience becomes
more dispersed, Southeast Asian customers' payment habits are diversifying. Vietnam currently
uses a variety of electronic payment methods, including contactless cards, which account for
about 7% of all payments, contact cards, which account for 8% of payments, QR codes, which
account for 7% of payments, contactless mobile payments, which account for 5% of payments,
online card payments, which account for 7% of payments, and online e-wallets, which account
for 15% of payments. Electronic payments, sometimes known as e-payments, are a technique to
conduct business or settle accounts via the Internet or another electronic media without using
actual checks or currency. Credit cards, debit cards, virtual cards, and ACH are the most widely
used electronic payment systems (Vijay Ramnathan, n.d.). From these point of view, It seems that
electronic payments play a crucial role to the terms of making people’s installment of fee more
accessibly. So far, electronic payment can be a big time saver as students become more
autonomous and their funds gradually grow.
As a result, we made the decision to conduct a survey among students in the Faculty of
Management and Tourism (FMT) at Hanoi University (HANU) to see how satisfied K21 students
were with using electronic payments and what factors affect that satisfaction. Three key inquiries
will be addressed in the survey which are:
We used a hypothesis to determine the extent to which factors affect college students' habits of
utilizing electronic payment methods and the degree to which graduate students are satisfied with
these payment methods after gathering data from 100 randomly selected respondents. We can
next determine whether there is sufficient evidence to support our claim by using inferential
statistics, specifically the hypothesis testing method.
II. RESEARCH METHODOLOGY
1. Population and sample
Our team performed an online survey at Hanoi University (HANU) with K21 of FMT - Faculty
of Management and Tourism students as the primary subject to gather information for the report.
Our group wanted to investigate how satisfied K21 students were with using electronic payments
as well as what influences that satisfaction. So, we choose a sample of 50 students at random to
collect the data in order to accomplish this study.
2. Questionnaire design
In order to obtain information for this project, a questionnaire was chosen as the most helpful
approach. The questionnaire consisted of 12 questions and all the questions were divided into 2
main parts. Firstly, 3 questions were set up to collect personal information of K21 FMT students,
including full name, student ID, and email address. Next, a Yes/No question added in this part is
to eliminate all the respondents who do not use electronic payment. In the second part, a list of 8
questions is given to help us gather information serving for our topic project.
In detail, through the first question, we want to discover the elements that affected their choice of
using e-payment. Next, there are 2 questions delivered to determine which is the most popular
payment method and frequency of use. Then, a question about the reason for utilizing electronic
payment rather than cash. The following question is posed to focus on possible concerns
surrounding the use of electronic payments. The answers to the last three questions, which were
based on the issues mentioned in the preceding question, show the satisfaction level of app users
1
 with the service. In conclusion, the goal of all questions is to gain an overall view of the situation
and the viewpoints of each student, therefore identifying the factors as well as their influence on
the service quality that they receive.
3. Sample size
In actuality, the number of students in the 2021 - 2025 class of FMT faculty is quite large, which
requires lots of human resources and time to collect all the exact information. So, after
considering the size of the population, the type of test used, ad the scope of our project, we
decided to choose a sample of 50 students. With the 50-student population, our group has figured
out some impressive outcomes.
4. Sampling method and data collection
4.1. Sampling method
In order to gather data as exactly as possible and prevent result biases, we used simple random
sampling to select randomly 50 students from the population of K21 FMT students. After
gathering information, we analyzed these students' responses to see how the factors that have
impacted the satisfaction of electronic payment users.
The list of students who responded to our survey can be seen in this report's Appendix C.
4.2. Data collection
In order to gather data, we developed a questionnaire by using Google Form. With the exception
of the first three questions, which ask about the respondent’s personal information, the majority
of the survey’s questions are multiple-choice questions to make it convenient for readers and to
ensure that it does not take too long to finish the survey. Then, we sent this survey to each of the
students who had been previously chosen at random to complete.
The Google Form's question list and results are given in this report's Appendices D and E,
respectively.
5. Data processing
After the survey was completed, to calculate the numbers correctly, we needed the help of
Google Form. Google Form will automatically create graphs and charts from the responses of the
respondents for easier analysis. The two parts of our study are statistical description and
inference. For the first part, qualitative data are presented using bar charts and pie charts. Testing
hypotheses is the second part.
6. Level of significant
Due to the small sample size compared to the size of the population, the significance level in this
study was established at 0.05. So, the confidence level is equal to 95%.
III. DESCRIPTIVE RESULTS AND FINDINGS
Question 1: Have you used electronic payments before?

2
The pie chart shows that the majority of students are using electronic payments. The percentage
of students choosing to use electronic payments was 100%, no students choosing not to use it.

Question 2: What social factors influence your decision to use electronic payment?

The second question aims to assess the influence of society on the decision to use electronic
payment of FMT students. It is easy to see that 42% of students feel that using electronic
payment services is in line with the current trend development. Of which, 32% choose to use it
because friends and family are using electronic payments. The chart also shows that up to 22% of
students use electronic payments because of the impact of the work and study environment while
only 4% of students choose the reason that they do not want to be the only one who does not use
electronic payments. In conclusion, the number of FMT students choosing to use electronic
payments is diverse for different reasons and purposes.

Question 3: Which electronic payment method do you usually use?

3
The figure shows that electronic wallets such as Momo, Zalo pay, Shoppe pay have the highest
percentage of FMT students choosing, respectively, 26% use mobile payment and 8% choose
debit card. The lowest figure for credit, at only 2%.

Question 4: How often do you use electronic payment?

The pie chart illustrates the frequency of using electronic payment by FMT students. It is clear
that the percentage of students who regularly use electronic payments accounts for the highest
with 48%, of which 30% for students who choose always. The percentage of students choosing
sometimes and often was the lowest, 12% and 10%, respectively.

Question 5: Why do you choose electronic payment instead of cash?

4
The chart above shows the proportion of the reason choose electronic payment instead of cash.
With an overwhelming figure of 54%, students choose to use electronic payment because it is
more convenient and faster than traditional payment. Meanwhile, the number of students who
think that using e-payments to easily access global goods and services accounted for 14%. Along
with that number, students chose the answer as electronic payment to save time and money.
Another reason why students choose to use electronic payments is that transactions are processed
accurately and can easily manage personal spending with the same 8% figure. The remaining 2%
of students chose the answer for another reason.

Question 6: What is the concern when you use electronic payment?

The graph above depicts the concern when students use electronic payment. Technical problems
are the most common problems, with up to 38% of persons experiencing. Furthermore, the
number of people with security concern, at 36%. Slightly lower is the concern about the
limitations on amount and time, at 26%. Ultimately, the false identity account for only a small
percentage of the total, roughly 4%.

Question 7: Are you satisfied with the use of electronic payments?

5
The pie chart demonstrates that student satisfaction with the use of electronic payments. It can be
seen that the majority of students choose to be satisfied with electronic payments, the number
accounts for 88%, and the number of students who choose not to be satisfied with electronic
payments accounts for only a small number of 12%.

Question 8: How satisfied are you with electronic payment?

The bar chart provides information about student satisfaction with electronic payments. In
general, the majority of FMT students feel satisfied with electronic payment methods, however,
there is still a small percentage of students, about one-quarter, feel unsatisfied. Accounting to 2%
of students are not satisfied with making other interbank transactions and transferring money
internationally or paying bills for electricity, water, tuition, and other services. At the same time,
they are also not satisfied when buying airline tickets, train tickets, movie tickets, phone
recharges, ordering meals, payment links as well as saving and investing online, borrowing
online, receiving incentives and vouchers from partner services.

Question 9: Rate your satisfaction with each of the following findings.

The last question illustrates the FMT students’satisfaction with each of the following findings:
reliability, safety, feedback, price.

6
Firstly, the level of assessment of students' trustworthiness for electronic payments is quite high.
It can be seen that, 23 students agree with the operation easily and the number of students in the
neutral opinion accounts for 21. Besides, the number of students choosing reliability with the
reason that the transaction time is fast with 22. Below that number 17 students chose to be neutral
for this reason and about 9 students chose to strongly agree. The number of people who choose to
disagree and completely disagree accounts for a small percentage of only 2 students. In
particular, up to 29 students felt confident when using electronic payments because of the simple
transaction process and 14 students chose a neutral opinion. However, only 4 students chose to
completely agree and 3 students chose not to agree with this idea.

Secondly, the security survey showed that up to 22 students chose to be neutral with the opinion
of customer information security and 18 students chose to agree to trust this security. However,
there are also some students who choose not to agree because they think that electronic payment
is not confidential (8 students). With the reason of limited access time, up to 22 students agreed
and 21 students chose a neutral opinion. For this reason, 3 students completely agree, and 4
students disagree. The third reason is to ensure privacy, 22 students chose to agree and 20 chose
7
to be neutral. However, 5 students chose to disagree, and 2 students chose to completely disagree
with this reason. On the other hand, there was still 1 student who chose to completely agree.

Third, feedback, with customer service and support, up to 24 students chose to agree and 21
students chose neutral. There are a few students who choose to disagree (3 students) and
completely disagree (2 students). In particular, with the idea of actively contacting customers
when having problems, up to 21 students chose to agree and with that number, students chose a
neutral opinion. However, there were still 8 students who chose not to agree. Moreover, with
transaction information after implementation, up to 26 students chose to agree, 2 students chose
completely agree and 17 students chose neutral. However, there are still 3 students who choose
not to agree and 2 students who completely disagree.

Fourth, the price, 20 students chose to agree because of the low deposit and withdrawal fees, 24
students chose the neutral opinion. With the opinion that registering for a free online account, up
to 22 students chose to agree, 6 students chose completely agree and 17 students chose to be
neutral. A small number of students chose to disagree and strongly disagree. Finally, the
interbank money transfer is free, up to 26 students chose to agree, 4 students chose to strongly
8
 agree and 16 students chose to be neutral. At the same time, the number of students who chose to
disagree and completely disagree was only a few.
IV. RESULTS AND FINDINGS OF THE HYPOTHESIS TEST
1. Research question
Investigating the K21 FMT students' satisfaction with using electronic payment is the goal of this
hypothesis test. To achieve this goal, we created and disseminated the question "Are you satisfied
with the use of electronic payment? '' in order to gather data at random for our sample.
Additionally, we investigated two potential answers to this question: Yes (Satisfied) and No
(Unsatisfied).
2. Assumptions
● Two categorical outcomes
The test question from our survey has only two qualitative outcomes: Yes (satisfied) and No
(unsatisfied). Because of this, the data type is qualitative, and we are unable to determine the
mean. It implies that the Z-test population proportion method will be used. The parameter of
interest in this approach is the proportion population p, and the point estimator of this parameter
is the sample proportion p.
● The sampling distribution of the mean is approximately normal.
● The survey was conducted with 50 FMT students by answering online questionnaires.
● There are two outcomes for the test question: ‘‘Yes’’ or ‘‘No’’.
● The probability of choosing “Yes”, denoted by p, does not change from trial to trial.
Consequently, the probability of a failure, denoted by 1 - p, does not change from trial to
trial. We have p = 1 - p = 0.12
● The trials are independent as the choice of a student is unsatisfied with that of the others.
● The sample proportion has a standard normal distribution.
Yes No

88 12
let p the sample proportion of FMT students who were satisfied with using electronic payments.
n p=50 × 0. 88=4 4 ≥ 5
n(1− p)=50 ×(1−0. 88)=6 ≥ 5
The sample proportions are approximately normally distributed.
In fact, all the above information is to prove that we will z - test for this proportion test.
3. Data analysis
Using R-studio, we have:
p=0.88
1− p=0. 12
(Appendix B)
4. Hypothesis testing procedure
According to a number of online articles we read about the subject of student satisfaction with
electronic payment, 64% of respondents cited ease of use as a source of satisfaction. Participants in
the study mostly mentioned how easy the payment process
(https://core.ac.uk/download/pdf/162136359.pdf). Due to this, our project's hypothesis was "More
than 64% of FMT students involved in the survey were satisfied about using electronic payment"
with 5% of level significance and was tested in six steps.
Step 1: Identification of null and alternative hypotheses
H o : p ≤0.6 4
H o : p>0.6 4
9
 This is an upper-tailed test.
Step 2: Test statistics
Assumptions:
- Simple random sample
- Bionomial experiment
- np=50 ×0.88=44 ≥5 ; n(1− p)=50 ×(1−0.88)=6 ≥ 5 so sampling distribution of ^p is
approximately normal.
We use z−test for population mean p
^p − p0 0. 88−0.64
z= = =3. 53553 … ≈ 3.54

√ p0 ( 1− p 0)
n √ 0.64 (1−0.64 )
50
Step 3: Identify the level significance
α =0. 05
Step 4: Decision rule
Critical value approach: Reject H o if z ≥ z α =z 0.05=1.645
Step 5: Decision
Critical value approach: Reject H o if z=3 .54> 1.645 so we reject H o .
Step 6: Conclusion
We have evidence that more than 64% of FMT students who participated in the survey provided
sufficient data to draw the conclusion that they saw were satisfied with the use of electronic
payments.
V. EVALUATION
1. Limitation
Our project is carefully crafted to indicate factors affecting the satisfaction of K21 FMT students
in using electronic payment. As with all methods of data collection, survey research also comes
with a few limitations. The first limitation is sampling and the responses of the selected people.
Due to the limited time to conduct the survey and analysis with a large number of FMT students,
we only randomly sampled 50 students. Online surveys are carried out and completed by chosen
participants, but it's possible that one of them dropped out, declined, etc., which causes the issue
of relatively low response rates. Next is the accuracy of the answer. When the students studied
Probability and Statistics doing a subject's project, this research project was conducted alongside
many other research groups, meaning that numerous surveys were implemented concurrently.
Similar surveys lead to some students not really putting in the effort to respond; instead, they
select answers at random, get them wrong, or choose not to be honest. As a result, the survey
results are erroneous. And finally, the limitation of statistical analysis probability, we cannot be
sure that the analysis results of the project are accurate and highly reliable because the limited
sample size of survey respondents, accounted for only 11.5% of FMT 2nd year students. In
conclusion, when implementing the project, although there are limitations, our group has brought
the best results and we are aware of the shortcomings in the upcoming projects.
2. Implication
Besides the limitations throughout the project implementation, there are few Implications of
factors affecting the satisfaction of K21 FMT students in using electronic payment. Based on data
and hypothesis results, in general, all surveyed students have accessed and used electronic
payments before. Most students think that using electronic payment service is in line with the
trend current development. It is clear that the developed technology is warmly welcomed and
responded by the community of second-year FMT students at Hanoi University. Many students
believe that choosing electronic payment instead of cash will be more convenient and faster than
10
 traditional payment while others are concerned that electronic payments will present some of the
same safety risks as electronic systems. Moreover, online payments are encounter to technical
problems such as bank errors, signal loss or internet problems while transacting, which will refer
the progress and discourage students. Despite these difficulties, it is undeniable that students use
electronic payments with satisfaction. They also benefit greatly from the advantages that e-
payments bring, such as: Make transactions to other interbank and transfer money internationally,
Pay bills for electricity, water, tuition, and other services, Online savings and investment, online
loans, Receive deals and vouchers from partner services...In a nutshell, through data collection, it
can easily be recognized as the advent of electronic payment has marked a new step in
technological advancement and has gradually become the standard transaction tool for students
and people.
VI. CONCLUSION
The combination of broad internet access, increasing bandwidth, and devices which can create a
new customer interface are driving the surge in electronic payment and customer usage. It is hard
to anticipate the development path with accuracy, but there are a few signposts that can help lead
the vision. The survey was carried out to assess customer satisfaction with electronic payments. It
has evolved into a crucial transactional tool in our modern world. This study was conducted to
find out customers' experiences with electronic payment. According to the findings, customer
satisfaction with electronic payment is determined by their ease of use, speed, security,
efficiency, and convenience. These criteria assess consumers' level of satisfaction. As a result, the
necessity of customer satisfaction in electronic payments is stressed and confirmed by the
findings of this study.

11
 PROJECT BONUS MARK FORM
Probability and Statistics, Spring 2023

Our group would like to be considered for a bonus mark for doing substantial additional work.
We have completed the following parts of the project using the R programming language:

Part Completed Where to find the R Where to find the R

(Yes/No) Code output

Data preprocessing
(e.g. reading data file,
Yes Appendix A Appendix B
converting relevant variables
into factors)

Sampling method Yes Appendix A Appendix B

Graphical descriptive methods

(including graphs for checking
test assumptions)

Numerical descriptive methods

Inferential methods Yes Appendix A Appendix B

12
 APPENDIX A
1. Data processing
setwd("D:/Project 2023 real")
Data1<-read.csv("Data1.csv",stringsAsFactors = FALSE)
2. Sampling method
setwd("D:/Project 2023 real")
Data1<-read.csv("Data1.csv",stringsAsFactors = FALSE)
sample(1:50,50)
sample(c("yes","no"),50,replace = T)
3. Z-test for proportion
setwd("D:/Project 2023 real")
Data1<-read.csv("Data1.csv",stringsAsFactors = FALSE)
sample(1:50,50)
sample(c("yes","no"),50,replace = T)
#create frequency table
prop.table(table(Data1))#relative frequency table
prop.table(table(Data1))*100#percent frequency table
one.prop.test <- function(x, n, p, alternative) {
sample.prop <- x/n
if (n*p < 5 | n*(1-p) < 5)
{
return (print("One of the assumptions is not satisfied."))
}
results <- vector(mode="numeric", length=2)
results[1]<- (sample.prop - p)/sqrt((p*(1-p))/n)
results[2] <- switch(alternative,
"greater"=1-pnorm(results[1]),
"less"=pnorm(results[1]),
"two.sided" = 2*(1-pnorm(abs(results[1]))))
sprintf("The value of the Z test statistic is %f and the p-value is %f", results[1], results[2])

}
one.prop.test(44, 50, 0.64, alternative = "greater")

13
 APPENDIX B
1. Sampling method
> setwd("D:/Project 2023 real")
> Data1 <- read_csv("Data1.csv",stringsAsFactors = FALSE)
> sample(1:50,50)
[1] 28 38 34 48 10 19 45 47 8 18 40 23 25 39 13 5 21 33 37 20 29 7 11 17
[25] 15 22 2 35 12 1 50 27 6 30 36 14 46 16 32 49 24 31 41 43 9 42 26 4
[49] 3 44
> sample(c("yes","no"),50,replace = T)
[1] "no" "yes" "yes" "yes" "yes" "no" "yes" "no" "no" "no" "no" "no"
[13] "no" "yes" "no" "no" "no" "no" "no" "no" "yes" "no" "no" "no"
[25] "no" "yes" "no" "yes" "yes" "no" "yes" "no" "yes" "yes" "no" "yes"
[37] "yes" "no" "no" "no" "yes" "yes" "no" "yes" "yes" "no" "yes" "no"
[49] "yes" "no"
2. . Z-test for proportion
> #create frequency table
> prop.table(table(Data1))#relative frequency table
Are.you.satisfied.with.the.use.of.electronic.payments.
No Yes
0.12 0.88
> prop.table(table(Data1))*100#percent frequency table
Are.you.satisfied.with.the.use.of.electronic.payments.
No Yes
12 88
> one.prop.test <- function(x, n, p, alternative) {
+ sample.prop <- x/n
+ if (n*p < 5 | n*(1-p) < 5)
+ {
+ return (print("One of the assumptions is not satisfied."))
+ }
+ results <- vector(mode="numeric", length=2)
+ results[1]<- (sample.prop - p)/sqrt((p*(1-p))/n)
+ results[2] <- switch(alternative,
+ "greater"=1-pnorm(results[1]),
+ "less"=pnorm(results[1]),
+ "two.sided" = 2*(1-pnorm(abs(results[1]))))
+ sprintf("The value of the Z test statistic is %f and the p-value is %f", results[1],
results[2])
+
+}
> one.prop.test(44, 50, 0.64, alternative = "greater")
[1] "The value of the Z test statistic is 3.535534 and the p-value is 0.000203"

14
 APPENDIX C

No Name Students’ ID Email address

1 Nguyễn Thị Phương Anh 2104010006 2104010006@ms.hanu.edu.vn

2 Lê Thị Cẩm Tú 2104010111 2104010111@ms.hanu.edu.vn

3 Nguyễn Thu Huyền 2104010041 nguyenh2312@gmail.com

4 Trần Thị Khánh Ly 2104010058 2104010058@ms.hanu.edu.vn

5 Pham Ha Linh 2104040059 phamhalinh1310@gmail.com

6 Dao Thi Huyen Trang 2104010102 2104010102@ms.hanu.edu.vn

7 Nguyễn Linh Giang 2104040034 lyralinhgiang@gmail.com

8 Lê Phương Thảo 2104050044 2104050044@ms.hanu.edu.vn

9 Đặng Bảo Hân 2104040040 dangbaohan061003@gmail.com

10 Lê Hoàng Thảo 2104000099 lehoangthao1303@gmail.com

11 Ly thi nhi 2106090059 Lnorly25022@gmail.com

12 Khuất Thuỳ Dung 2104040022 21040400222ms.hanu.edu.vn

13 Phạm Thị Thanh Trúc 2104000111 phamthanhtruc2408@gmail.com

14 Quan Thuy Linh 2104010051 2104010051@ms.hanu.edu.vn

15 Nguyen Thi Minh Ngoc 2104040077 ntmn1511@gmail.com

16 Nguyễn Thi Thuy Van 2106090082 thuyvan110603@gmail.com

17 Nguyen Thu Hang 2004000037 nguyenthuhang08052002@gmail.com

18 Đặng Phương Nam 2106090049 dpn3103@gmail.com

19 Nguyễn Minh Huyền 2106090036 minhuyensn@gmail.com

20 Trần Phương Thảo 2104040093 thaotran20030524@gmail.com

21 Hoàng Thu Trang 2104000106 2104000106@ms.hanu.edu.vn

22 Nguyễn Thị Hương Ly 2104000066 lynguyenhuong29012003@gmail.com

23 Đỗ Thùy Dương 2104040026 thuyduongdo17@gmail.com

24 Nguyễn Thị Hồng Nhung 2004010078 2004010078@s.hanu.edu.vn

15
25 Bùi Quang Huy 2106090032 2106090032@ms.hanu.edu.vn

26 Tran Dang Hieu 2104040044 trandanghieu03@gmail.com

27 Nguyễn Thuỳ Linh 2104000058 ntl.24012003@gmail.com

28 Nguyễn Phương Thanh 2104000096 thanhnguyenpk02@gmail.com

29 Vũ Thu Hà 2104000037 havu2486@gmail.com

30 Đỗ Thị Trà Mỹ 2104010063 domy28062003@gmail.com

31 Nguyễn Thị Thanh Hảo 2106090025 haoqtdllhhanuk21@gmail.com

32 Bùi Thị Thanh 2104000095 fleurtbui@gmail.com

33 Nguyen Thu Nga 2104010067 bee07102003@gmail.com

34 Đỗ Thị Quỳnh Anh 2104010002 2104010002@ms.hanu.edu.vn

35 Trần Thị Ly 2104010059 linana.pt@gmail.com

36 Pham ngoc anh 2106090006 annphamn11@gmail.com

37 Đinh Quang Hải 2106090022 once151003@gmail.com

38 Lâm Thu Phương 2004010081 lamphuong724@gmail.com

39 Đặng Thanh Vân 2104040109 21040401092ms.hanu.edu.vn

40 Lê Quang Việt 2106090083 leqyangviet2k3@gmail.com

41 Lê Mỹ Hảo 2104010032 lmhao131123@gmail.com

42 Hà Thu Trang 2104010103 Hathutrang742003@gmail.com

43 Pham Thi Thao 2104010089 thao20012003@gmail.com

44 Bùi Minh Nguyệt 2106090053 2106090053@ms.hanu.edu.vn

45 Nguyễn Hà Thu Giang 2106090016 gianggiang301103@gmail.com

46 Nguyễn Minh Ánh 214010011 Minhanhs1112@gmail.com

47 DANG PHUONG ANH 2004000001 2004000001@s.hanu.edu.vn

48 Trần Hoàng Mai Hương 2104010038 tranhoangm279@gmail.com

49 Bui Phuong Lan 2104010043 bphuonglan03@gmail.com

50 Lê Thị Hồng Nhung 2104000078 Lethnhung1403@gmail.com

16
 APPENDIX D

QUESTIONNAIRE
FACTORS AFFECTING THE SATISFACTION OF K21 FMT STUDENTS IN USING
ELECTRONIC PAYMENT
Hello everyone, we are a group of students from the Faculty of Management and Tourism (FMT),
Hanoi University, who are doing a research project. We implemented this questionnaire to collect
data and information to assess the FMT students with electronic payment methods. Your support
in completing the questions below will be of great help to us in conducting the survey. You can
rest assured about the security, we are committed not to disclose the information you have filled
out the survey to third parties. We are very grateful for your contribution to our research.
One more time thank you very much!
1. What is your full name?
2. What is your student ID?
3. What is your email address?
4. Have you used electronic payments before?
A. Yes
B. No

5. What social factors influence your decision to use electronic payment?

A. Your friends and family are using e-payments.
B. You don't want to be the only one who does not use e-payment.
C. You feel using electronic payment service is in line with the development trend
current development
D. Working/studying environment/....

6. Which electronic payment method do you usually use?

A. Electronic wallet (Momo, Zalo pay, Shopee pay…)
B. Mobile payment
C. Debit card
D. Credit
E. Other items

7. How often do you use electronic payment?

A. Always
B. Usually
C. Often
D. Sometimes

8. Why do you choose electronic payment instead of cash?

A. It saves my time and money.
B. It’s more convenient and faster than traditional payment.
C. Transactions are processed correctly.
D. It’s easy to reach global goods and services (like Shopee pay).
17
 E. It's easy to manage personal spending
F. Other reasons

9. What is the concern when you use electronic payment?

A. Technical problems
B. Security concern
C. False identity
D. Limitations on amount and time (Some banks limit the number of transactions you
can do in a day or the maximum amount you can transfer in a day. Most online
transactions also have a time limit under which you need to complete the process
(like receiving and accepting OTPs).
E. Other reasons

10. Are you satisfied with the use of electronic payments?

A. Yes
B. No

11. How satisfied are you with electronic payments?

Very Unsatisfied Neutral Satisfied Very
unsatisfied satisfied
1. Make transactions to other
interbank and transfer money
internationally.
2. Pay bills for electricity,
water, tuition, and other
services
3. Buy airline tickets, train
tickets, movie tickets, recharge
phones, order food, pay links…
4. Online savings and
investment, online loans, ...
5. Receive deals and vouchers
from partner services

12. How satisfied are you with electronic payments?

Strong Disagree Neutral Agree Strong
disagree agree
A. Reliability
1. Easy operation
2. Quick transaction time

18
3. Simple transaction process
B. Safety
1. Customer information security
2. Limited access time
3. Guaranteed privacy
C. Feedback
1. Easy operation
2. Quick transaction time
3. Simple transaction process
D. Price
1. Low deposit and withdrawal fees
2. Register for a free online account
3. Free interbank money tranfer

19
 APPENDIX E
SURVEY RESULT
FACTORS AFFECTING THE SATISFACTION OF K21 FMT STUDENTS IN USING
ELECTRONIC PAYMENT
Sample size: 50 students

Question 1 Have you used electronic payments Total

before?

Yes 50

No 0

Total 50

Question 2 What social factors influence your Total

decision to use electronic payment?

Your friends and family are using e- 15

payments.

You don't want to be the only onewho 2

does not use e-payment.

You feel using electronic 21

paymentservice is in line with the
development trend
currentdevelopment

Working/studying environment/... 12

Total 50

Question 3 Which electronic payment method Total

do you usually use?

Electronic wallet (Momo, Zalo 32

pay,Shopee pay…)

Mobile payment 13

Debit card 4

Credit 1

Other items 0

Total 50

20
Question 4 How often do you use electronic Total
payment?

Always 15

Usually 24

Often 5

Sometimes 6

Total 50

Question 5 Why do you choose electronic Total

payment instead of cash?

It saves my time and money. 7

It’s more convenient and faster 27

thantraditional payment

Transactions are processedcorrectly 4

It’s easy to reach global goods 7

andservices (like Shopee pay)

It's easy to manage personalspending 4

Other reasons 1

Total 50

Question 6 What is the concern when you use Total

electronic payment?

Technical problems 20

Security concern 17

False identity 2

Limitations on amount and time 11

(Some banks limit the number of
transactions you can do in a day or the
maximum amount you can transfer in
a day. Most online transactions also
have a time limit under which you

21
 need to complete the process (like
receiving and accepting OTPs).

Other reasons 0

Total 50

Question 7 Are you satisfied with the use of Total

electronic payments?

Yes 45

No 5

Total 50

Question 8: How satisfied are you with electronic payments?

1. Make transactions to other interbank and transfer money internationally.

Total

Very unsatisfied 3

Unsatisfied 3

Neutral 16

Satisfied 22

Very satisfied 6

Total 50

2. Pay bills for electricity, water, tuition, and other services.

Total

Very unsatisfied 0

Unsatisfied 8

Neutral 15

Satisfied 16

Very satisfied 11

Total 50

22
 3. Buy airline tickets, train tickets, movie tickets, recharge phones, order food, pay
links...
Total

Very unsatisfied 1

Unsatisfied 1

Neutral 20

Satisfied 18

Very satisfied 10

Total 50

4. Online savings and investment, online loans, ...

Total

Very unsatisfied 1

Unsatisfied 5

Neutral 14

Satisfied 22

Very satisfied 8

Total 50

5. Receive deals and vouchers from partner services.

Total

Very unsatisfied 2

Unsatisfied 5

Neutral 12

Satisfied 21

Very satisfied 10

Total 50

Question 9: Rate your satisfaction with each of the following findings.

1. Reliability
23
 Easy operation Total

Strongly disagree 1

Disagree 1

Neutral 21

Agree 23

Strongly agree 4

Total 50

Quick transaction time Total

Strongly disagree 1

Disagree 1

Neutral 17

Agree 22

Strongly agree 9

Total 50

Simple transaction process Total

Strongly disagree 0

Disagree 3

Neutral 14

Agree 29

Strongly agree 4

Total 50

2. Safety
Customer information security Total

Strongly disagree 1

Disagree 8

24
Neutral 22

Agree 18

Strongly agree 1

Total 50

Limited access time Total

Strongly disagree 0

Disagree 4

Neutral 21

Agree 22

Strongly agree 3

Total 50

Guaranteed privacy Total

Strongly disagree 2

Disagree 5

Neutral 20

Agree 22

Strongly agree 1

Total 50

3. Feedback
Customer service and support Total

Strongly disagree 2

Disagree 3

Neutral 21

Agree 24

Strongly agree 0

25
Total 50

Proactively contact customers after Total

having problems

Strongly disagree 0

Disagree 8

Neutral 21

Agree 21

Strongly agree 0

Total 50

Transaction notification after done Total

Strongly disagree 2

Disagree 3

Neutral 17

Agree 26

Strongly agree 2

Total 50

4. Price
Low deposit and withdrawal fees Total

Strongly disagree 2

Disagree 3

Neutral 24

Agree 20

Strongly agree 1

Total 50

Register for a free online account Total

26
Strongly disagree 2

Disagree 3

Neutral 17

Agree 22

Strongly agree 6

Total 50

Free interbank money transfer Total

Strongly disagree 1

Disagree 3

Neutral 16

Agree 26

Strongly agree 4

Total 50

27
 REFERENCE

Smolarczyk, A. (2018). Customer satisfaction with mobile payments. Retrieved from

https://core.ac.uk/download/pdf/162136359.pdf

Electronic Payments: Everything Your Business Needs to Know | MineralTree

Thanh toán điện tử tại Việt Nam giai đoạn 2022 - 2025: Triển vọng, thách thức và một số
giải pháp phát triển (tapchicongthuong.vn)

28