Examining synergy on digital wallet transformation into super app: The case of Yape

Abstract

As super apps become increasingly popular for consolidating diverse digital activities, understanding the factors that drive users to adopt new features within these platforms is essential. This study uses Synergy and Brand Extension Theories to analyze the factors influencing users' willingness to use Yape Compras, a new feature of Yape, a leading super app in Peru. The research introduces the concept of service synergy, which is shaped by crucial enabler factors (network externalities, system availability, compatibility, complementarity, and perceived fit), each contributing to an interconnected user experience. Survey results from 201 Yape users validate the proposed model, showing that these enablers contribute to service synergy and increase users’ willingness to use Yape Compras. These insights offer valuable guidance for super app developers seeking to enhance user engagement and expand service offerings within digital ecosystems.