Mobile payment changes the ways to spend in many Asian countries and the same trend came to widespread in Vietnam. This report illustrates the motivation, usage and popular apps among Vietnam mobile payment users This survey was conducted among 383 mobile payment users in HCM and Hanoi from the age of 18 - 44 years old.

1. Q&Me is online market research provided by Asia Plus Inc.
Mobile payment usage in Vietnam
Asia Plus Inc.

2. Overview
Mobile payment changes the ways to spend in
many Asian countries and the same trend came to
widespread in Vietnam.
This report illustrates the motivation, usage and
popular apps among Vietnam mobile payment
users
This survey was conducted among 383 mobile
payment users in HCM and Hanoi from the age of
18 - 44 years old.

3. Whom do we ask?
56%
44%
Recognition of
mobile payment
We ask the respondents of 18 - 39 years old in HCM and
Hanoi, who are in use of the mobile payment now.
Q. What is applicable to you?
59%
41%
Usage of
mobile payment
Target audience
of this research

4. Motivation and usage of mobile payment

5. Background: Popular bank account in use
Vietcombank
44%
Agribank
18%
BIDV
18%
Vietinbank
17%
Sacombank
13%
Techcombank
12%
VPBank
11%
ACB
9%

6. Motivations to use mobile payment
Easiness, quickness and convenience are the main
motivations to initiate mobile payment
*Very important=33%, important=58%
(out of 4 criteria)Q. Question title (N=XX)
Q. What are the reasons that you use / have used mobile
payment?
73%
68%
65%
62%
62%
46%
36%
26%
5%
Easiness of payment
Quick transaction
No need to carry cash
Easy money transfer
Good discount / promotions
Easy store payment (QR code)
Low transfer cost
Good security
Good financial / loan service

7. 92%
80%
80%
73%
70%
67%
58%
24%
23%
Mobile top-up
Money transfer
Online shopping payment
Utility payment
Payment at stores
Payment at Cinema / theatre
Transportation payment (e.g Grab)
Use loan / installment service
Financial investment
Mobile top-up is the service used the most, followed by
money transfer and online shopping payment
*Very important=33%, important=58%
(out of 4 criteria)
Popular service in use
Q. Please choose what you do/did with mobile payment
service?

8. Mobile payment ratio for the services
The usage is high in mobile top-up, utility and money transfer.
Q. Please choose what is/was applicable to you
55%
45%
Mobile top up
41%
59%
Utility payment
40%
60%
Money transfer
35%
65%
Cinema payment
31%
69%
Transportation
28%
72%
Store payment
21%
79%
Restaurant, cafe
13%
87%
Loan service

9. 66%
22%
6%
4%
From the linked bank account
From credit card
From the partner store (via QR code)
Remittance from family / relatives / friends
Cards are the best common method to charge mobile
payment app
Charge method
Q. How do/did you charge mobile payment app?

10. Frequency
21%
37%12%
19%
5%
6%
Every day / almost every day 2-3 times / week
Once / week 2-3 times / month
Once / month Less often
*Very important=33%, important=58%
(out of 4 criteria)
70% uses mobile payment at least once a week, in which
21% uses every day
Q. How often do/did you use mobile payment app? (Average of
last 1 month)

11. Satisfaction towards current mobile payment
Mobile payment users are satisfied thanks to quick payment and easy to use
Q. How much are you satisfied with the mobile payment service in use?
39%
52%
8%
Satisfaction
Very satisfied Satisfied Average Satisfied Very satisfied 74%
73%
64%
58%
43%
42%
42%
38%
Quick payment
Easy to use
No need to carry cash
Discounts/ Promotions
Many shops that I could use
Points system is attractive
Safe
Low cost of transaction
Reasons for satisfaction

12. (Non-users) Reasons not to use mobile payment
Q. What are the reasons that you did not continue to use mobile payment?
Concerns on the security
32%
Do not know how to use
31%
Lack of shops for mobile
payment 23%
Cash is easier
16%
Reluctance on transaction
cost 16%

13. Mobile payment brand preference

14. Top of mind service
77% comes up with Momo, as the top-of-mind
mobile payment player
Q. What are the name that comes up when you hear mobile payment?
77%
Moca, 5%
Viettel Pay, 5%
Others, 13%

15. Brand awareness
Momo is recognized by 97%. ZaloPay and ViettelPay recognition are 68% and
62% respectively
97%
68%
62%
46%
39%
33%
28%
23% 23%
17% 15%
7%
3% 3% 1% 1% 1%
Q. Please choose all the mobile payment services that you know?

16. Brand to use the most
Momo is dominant with 68% of the share followed by Viettel
pay, moca and AirPay.
68%
8%
7%
6%
5%
6%

17. Reasons to use
The services are picked up due to the good promotions and service varieties.
Momo is renowned as the support at many stores
Good promotion
54%
Usable at many stores
50%
Variety of services
50%
Friends, family
recommendation
33%
Usable at my common
stores / services
28%
No.1
No.2
No.3
No.4
No.5
Q. What are the reasons that you use the selected brand most?
Good transfer service
65%
Good promotion
55%
Variety of services
50%
Recommended by service
provider
40%
Name / Brand
35%
Good promotion
89%
Variety of services
61%
Usable at many stores
39%
Recommended by service
provider
22%
Usable at my common
stores / services
22%
Good promotion
63%
Variety of services
38%
Usable at many stores
25%
Recommended by service
provider
25%
Usable at my common
stores / services
19%

18. Mobile payment usability in popular outlets
Channel support information on the report is as of Dec, 2019

19. Categories to cover
No. Category
1 Convenience store
2 Supermarket
3 Coffee shop
4 Milk tea
5 Restaurant
6 Utility payment (Electricity, water, Internet, TV)
7 Financial payment
8 EC platform

20. Convenience store
*The data is based on website
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
7 eleven O O
Cheers O
Circle K O O
Co.op smile O
Familymart O O
GS25 O O
Ministop O O
Shop & Go O O O
Speed L O
Vinmart+ O O

21. Supermarket
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
3 Sach Food O
AEON
Citimart
O O
Bach Hoa
Xanh
O
Co.op Food O
Co.op Mart O
Genshai O
LOTTE Mart O
Marumart O
Soi Bien O O O O O
Vinmart O
*The data is based on website

22. Coffee shops (1)
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
Chesse
Coffee
O O
Chewy Junior O O
E-Coffee O O
Effoc Coffee O O
Fly Cupcake O O
Gemini O O
Lavida O O
Laha Coffee O O O
Milano Coffee O O
Napoli O
*The data is based on website

23. Coffee shops (2)
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
Café Helio O O O
Passio O O
Phuc Long O O
Soya Garden O O
The Coffee
House
O
Thuc Coffee O O
Trung Nguyen
Legend
O
Urban Coffee O
Viva Star
Coffee
O O
Wayne’s
Coffee
O O
*The data is based on website

24. Milk tea
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
Bobapop O O O
Gongcha O O O O O
Heekaa O O
R&B Tea O O O
Royal tea O O
Share Tea O O O
The Alley O O
Toco Toco O O O O O O
Toocha O O
Yifang Tea O O
*The data is based on website

25. Restaurant (1)
*The data is based on website
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
Buk Buk O
Burger King O O
Cơm tấm Cali O O
DQ Grill &
Chill
O
Hoang Yen
Buffet
O O
Hotpot Story O
Hotto O O O O
KFC O O
Khao Lao O O O
King BBQ O O

26. Restaurant (2)
*The data is based on website
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
King Buffet O O O
King Deli O O
Lotteria Việt
Nam
O O O
Pizza Hut O
Popeyes O O
Sushi Bar O
Sushi Kei O
ThaiExpress O O O O O
The Pizza
Company
O
Yellow Cab
Pizza
O O O

27. Utility payment
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
Electricity
(EVN)
O O O O O O O O
Water O O O O O O O O
Internet (FPT) O O O O O O
Internet
(VNPT)
O O O O O
Internet (SPT) O O O O O O
TV (K+) O O O O O
TV (VTVcab) O O O O O O O
TV (mobiTV) O O O O O
TV (VTC) O
TV (VNPT) O O O O O
TV (SCTV) O O O
TV (HTV-
TMS)
O O
TV (HTVC) O O

28. Credit payment (1)
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
FE Credit O O O O
ACS O O O
Cashwagon O O
Doctor Dong O O O
Easy Credit O O
HD Saigon O O
Home Credit O O O O
iDong O O
Mcredit O O O
Mirae Asset O O O O
*The data is based on website

29. Credit payment (2)
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
myKredit O
OCB O
OnCredit O
Paylater O
SHB Finance O O O
Shinhan
Finance
O O O O
Tima O
Toyota
Finance
O O O
TPBank O O
Viet Credit O O O
*The data is based on website

30. EC Platform
Momo Moca AirPay VNPAY ViettelPay VinID ZaloPay Payoo
A day roi O O
CellphoneS O
Cho tot O
Dien may
xanh
O
FPT Shop O O O
Lazada O
Mua ban O
Shopee O
The gioi di
dong
O
Tiki O
*The data is based on website

31. Respondent profile (N=383)
Male, 46%
Female, 54%
Gender
18-29, 63%
30-44, 37%
Age
HCM, 47%
Hanoi, 32%
Others, 21%
City
70%
13%
7%
6%
Full-time Employment
Student
(University/College)
Self-Employed
Part-time Employment
Occupation
4%
7%
9%
17%
19%
11%
15%
9%
3%
3%
2%
Lower than 5,000,000 VND
5,000,001 VND - 7,500,000 VND
7,500,001 VND - 10,000,000 VND
10,000,001 VND - 15,000,000 VND
15,000,001 VND - 20,000,000 VND
20,000,001 VND - 25,000,000 VND
25,000,001 VND - 30,000,000 VND
30,000,001 VND - 40,000,000 VND
40,000,001 VND - 50,000,000 VND
50,000,001 VND - 70,000,000 VND
70,000,001 VND - 100,000,000 VND
Household income

32. Q&Me – About Online Market Research Services

33. Enhanced Service 3: Business survey
Provide the research services driven by the technogies
Our research solutions
Consumer research app
Admin platform
Traditional market research
Collect surveys from online consumers Effective retail audit or data collection
Plan, Manage and Analyze data

34. Our advantage: Direct Panel Management
Our strength is 16-39 years old and urban areas. This is where most biz
customers would like to research. 400,000 members as of Nov, 2018
0%
1%
18%
31%
22%
14%
7%
3% 3%
1%
Age
19%
18%
6%
4%3%3%
47%
HCM Hanoi Can Tho Da Nang
Hai Phong Dong Nhai Others
56%
44%
Male Female
Gender City

35. Our advantage – Quick with quality
Online is considered to be “cheap and bad” in general. Q&Me provides
several methods providing data with quality
FACT CONSISTENCY SCORE
97%
THOUGHT
CONSISTENCY SCORE
91%
STRAIGHT-LINER/ FLAT-
LINER SCORE
89%
SPEEDERS SCORE
97%
QUALITY CHECK SURVEY SPECIFICATION
N (Sample size) 300
IR (Incident rate) 100%
LOI (Lenght of Interview) 10 minutes
Success Criteria Overral score of 80% or higher
THE RESULTS
Overal score 93.5%
Average score
in the industry
73%
(*) QC scores are generated by Survey Sampling International (SSI), the Worldwide Leader in Survey Sampling and Data Collection
Solutions. Asia Plus (Q&Me) is the preferred partner of SSI in Vietnam.
Our quality score by SSI

36. Our quality assurance process
Questionnaire
based on the
exact profile
• Refined and very
derailed database
panel
Take out users
with irrelevant
replies
• Remove Fake
questions hit
users
• Remove
Contradicted
answer users
• Take out straight
answer users
Take out speed
users
• We count the
average median
time and take out
those who are
less than that
Manual check by
the experienced
researchers
• Our experienced
researchers will
check the
relevance as well
as open
comments
Re-assortment of
panelist priorities
• Based on the
survey results, bad
users are screened
out while prioritizing
those who return s
good feedbacks.

37. Contact Us
URL: http://www.qandme.net
Contact: info@qandme.net
Q&Me is operated by Asia Plus Inc.
Asia Plus Inc.
506 Nguyen Dinh Chieu Street, Ward 4, District 3, Ho Chi Minh City
Tel. +84 2839 100 043