Factors Affecting the Use of a South African Payment and Reward Application During COVID-19 : Insights from Google Reviews

The COVID-19 pandemic accelerated the shift towards digital finance, with mobile payments gaining prominence as a response to the virus's transmission risks associated with physical cash. South African mobile payment and reward applications like Zapper have gained popularity, enabling swift, convenient, and secure transactions. Zapper includes rewards via tailored campaigns to attract and engage customers. This qualitative research uses an adapted UTAUT 2 model to identify factors affecting the use of a South African payment and reward application during COVID-19 from electronic reviews. Results indicate that Performance and Effort Expectancy play a significant role, with users expecting convenience and ease of use. Social Influence, in the form of recommendations from friends and family, affects adoption. Facilitating Conditions and Trust are essential for overcoming barriers to adoption. Perceived Risk and Hedonic Motivation also influence user acceptance. This research provides insights into the factors shaping the use of mobile payment and reward applications in South Africa.