Ranking Mobile Wallet Service Providers Using Fuzzy Multi-Criteria Decision-Making Approach

Ashwarya Kapoor, Rajiv Sindwani and Manisha Goel
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Ashwarya Kapoor: J. C. Bose University of Science and Technology, YMCA, Faridabad, India
Rajiv Sindwani: J. C. Bose University of Science and Technology, YMCA, Faridabad, India
Manisha Goel: J. C. Bose University of Science and Technology, YMCA, Faridabad, India

International Journal of E-Business Research (IJEBR), 2021, vol. 17, issue 4, 1-21

Abstract: The aim of this paper is to identify key dimensions of mobile wallet (m-wallet) service quality and to prioritize mobile wallet service providers on the basis of these dimensions. Based on extensive literature review and discussion with an expert, six key dimensions of m-wallet service quality, namely convenience, reliability and security, responsiveness, aesthetics, accessibility, and information quality/content, are proposed in this paper. Fuzzy TOPSIS approach is proposed to evaluate and rank mobile wallet alternatives. Four major mobile wallet players from the Indian market are prioritized on the basis of six key service quality dimensions. Examination of the literature indicates that this study is among the first attempts to identify m-wallet service quality dimensions as well as to prioritize mobile wallet alternatives using fuzzy TOPSIS. The findings will be valuable to academicians and practitioners alike. The key dimensions proposed in the paper will enlighten m-wallet service providers about the aspects of services to be focused on. Moreover, the fuzzy TOPSIS technique discussed in this paper will help m-wallet companies to compare them with their competitors. This will help managers to develop strategies to improve their services. On the academic front, the study will extend the knowledge base in the field of self-service technologies.

Date: 2021
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