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Second, improving perceived ease of use is critical, particularly for broadening
adoption across different user segments. Although Hanoi has a relatively high level of
digital literacy, there remains a segment of users who are less familiar with financial
technologies. Therefore, simplifying user interfaces, reducing transaction complexity, and
optimizing processing speed are necessary to lower psychological barriers. The adoption
of technologies such as biometric authentication and QR code payments can further
enhance usability while maintaining security standards.
Third, strengthening security and building trust are strategic priorities in the digital
payment environment. The results confirm that both perceived security and trust
significantly influence user intention. In a context where cybersecurity concerns are
increasingly prominent, particularly in rapidly digitalizing urban environments like Hanoi,
service providers must invest in advanced security mechanisms such as multi-factor
authentication, real-time fraud detection systems, and transparent dispute resolution
processes. Furthermore, clear communication about security policies and regulatory
compliance can help reduce perceived risk and reinforce user trust.
Fourth, leveraging social influence can accelerate technology diffusion. The
significant impact of social influence suggests that users’ decisions are shaped by peer
recommendations and social networks. In Hanoi, where social media usage is widespread
and online communities play an important role in shaping consumer behavior, firms
should implement referral programs, collaborate with influencers, and build user
communities to create positive network effects and encourage adoption.
Finally, enhancing perceived value through appropriate incentive mechanisms can
further stimulate usage. While promotional programs such as cashback, discounts, and
loyalty rewards can effectively attract users, firms should design these incentives in a
sustainable manner. In the Hanoi market, where competition among digital payment
providers is intense, combining financial incentives with long-term value propositions—
such as ecosystem integration and personalized services—can lead to sustained user
engagement rather than short-term adoption.
Overall, the findings suggest that promoting digital payment adoption requires a
multidimensional approach that integrates technological, psychological, and contextual
factors. The study provides practical insights for fintech firms, commercial banks, and
policymakers in designing strategies that are closely aligned with the specific
characteristics of Hanoi’s digital economy. By addressing both user perceptions and local
contextual conditions, stakeholders can more effectively accelerate the transition toward
a cashless society in Vietnam.

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