Factors affecting the intention to use and use of mobile delivery applications in South Africa

Abstract

During the global 2020 COVID-19 outbreak, mobile delivery service applications became prevalent as they facilitated consumer access to groceries. Research has shown increased use of mobile delivery service applications in developed countries. This contrasts with research in developing countries, like South Africa, where usage is still low. Previous research has failed to address why consumers in developing countries use mobile delivery service applications at a lower rate. Hence, this case study investigated customer experiences using a South African retailer mobile delivery service application. The Unified Theory of Acceptance and Use 2 (UTAUT2) was used as a theoretical basis.