Assessing mobile wallet service quality using analytic hierarchy process and fuzzy evaluation method

Ashwarya Kapoor, Rajiv Sindwani and Manisha Goel

International Journal of Services and Operations Management, 2025, vol. 50, issue 2, 246-266

Abstract: The aim of the current study is to determine the overall mobile wallet service quality (MSQ) score using a hybrid approach. Five service quality dimensions and their indicators relevant in context of mobile wallet (m-wallet) were identified through extensive review of literature. Then, a two phased integrated methodology was applied to evaluate MSQ. In the first phase, analytic hierarchy process (AHP) was utilised to prioritise the identified MSQ dimensions and indicators. In the second phase, fuzzy evaluation method (FEM) has been utilised to determine overall service quality score of a m-wallet service provider. The overall score was calculated as 56.31, which is 'good' in status. The present study is among the pioneer studies to assess service quality in context of m-wallet using hybrid AHP-FEM approach. The outcome of this research will assist m-wallet service providers in identifying their current service quality level and help them to enhance the service quality.

Keywords: mobile wallet service quality; analytic hierarchy process; AHP; fuzzy evaluation method; FEM; prioritisation; service quality score. (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=144481 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:50:y:2025:i:2:p:246-266

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().