Nothing Special   »   [go: up one dir, main page]
IDEAS home Printed from https://ideas.repec.org/a/igg/jebr00/v17y2021i4p1-21.html
   My bibliography  Save this article

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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2021. "Ranking Mobile Wallet Service Providers Using Fuzzy Multi-Criteria Decision-Making Approach," International Journal of E-Business Research (IJEBR), IGI Global, vol. 17(4), pages 1-21, October.
    • Handle: RePEc:igg:jebr00:v:17:y:2021:i:4:p:1-21
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJEBR.2021100102
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Kim, Gyutai & Park, Chan S. & Yoon, K. Paul, 1997. "Identifying investment opportunities for advanced manufacturing systems with comparative-integrated performance measurement," International Journal of Production Economics, Elsevier, vol. 50(1), pages 23-33, May.
    2. Vivek Agrawal & Vikas Tripathi & Anand Mohan Agrawal, 2018. "Exploring key dimensions of e-service quality: a case of Indian banking industry," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 29(2), pages 252-272.
    3. Ladhari, Riadh, 2010. "Developing e-service quality scales: A literature review," Journal of Retailing and Consumer Services, Elsevier, vol. 17(6), pages 464-477.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ashwarya Kapoor & Rajiv Sindwani & Manisha Goel, 2024. "Mobile Wallets: Theoretical and Empirical Analysis," Global Business Review, International Management Institute, vol. 25(2_suppl), pages 211-228, April.
    2. Chetan A. Jhaveri & Jitendra M. Nenavani, 2020. "Evaluation of eTail Services Quality: AHP Approach," Vision, , vol. 24(3), pages 310-319, September.
    3. Hyungjin Shin & Gyumin Lee & Jaenam Lee & Sehoon Kim & Inhong Song, 2023. "Assessment of Agricultural Drought Vulnerability with Focus on Upland Fields and Identification of Primary Management Areas," Sustainability, MDPI, vol. 15(3), pages 1-16, February.
    4. Almoghathawi, Yasser & Barker, Kash & Rocco, Claudio M. & Nicholson, Charles D., 2017. "A multi-criteria decision analysis approach for importance identification and ranking of network components," Reliability Engineering and System Safety, Elsevier, vol. 158(C), pages 142-151.
    5. Prabhat Kumar & Puneet Tandon, 2019. "A paradigm for customer-driven product design approach using extended axiomatic design," Journal of Intelligent Manufacturing, Springer, vol. 30(2), pages 589-603, February.
    6. Rihab Khemiri & Khaoula Elbedoui-Maktouf & Bernard Grabot & Belhassen Zouari, 2017. "A fuzzy multi-criteria decision making approach for managing performance and risk in integrated procurement-production planning," Post-Print hal-01758604, HAL.
    7. Chathurika Sewwandi Kannangara & Rosie Elizabeth Allen & Jerome Francis Carson & Samia Zahraa Noor Khan & Gill Waugh & Kondal Reddy Kandadi, 2020. "Onwards and upwards: The development, piloting and validation of a new measure of academic tenacity- The Bolton Uni-Stride Scale (BUSS)," PLOS ONE, Public Library of Science, vol. 15(7), pages 1-26, July.
    8. Shin-Liang Chan & Wann-Ming Wey & Pin-Huai Chang, 2014. "Establishing Disaster Resilience Indicators for Tan-sui River Basin in Taiwan," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 115(1), pages 387-418, January.
    9. Monika Hamerska & Monika Ziółko & Patryk Stawiarski, 2022. "A Sustainable Transport System—The MMQUAL Model of Shared Micromobility Service Quality Assessment," Sustainability, MDPI, vol. 14(7), pages 1-18, March.
    10. Askarany, Davood & Yazdifar, Hassan, 2012. "An investigation into the mixed reported adoption rates for ABC: Evidence from Australia, New Zealand and the UK," International Journal of Production Economics, Elsevier, vol. 135(1), pages 430-439.
    11. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
    12. Berrah, L. & Mauris, G. & Montmain, J., 2008. "Monitoring the improvement of an overall industrial performance based on a Choquet integral aggregation," Omega, Elsevier, vol. 36(3), pages 340-351, June.
    13. Mohammed Said Obeidat & Tarek Qasim & Aseel Khanfar, 2018. "Implementing the AHP multi-criteria decision approach in buying an apartment in Jordan," Journal of Property Research, Taylor & Francis Journals, vol. 35(1), pages 53-71, January.
    14. Chia-Liang Lin & Jwu-Jenq Chen & Yu-Yu Ma, 2023. "Ranking of Service Quality Solution for Blended Design Teaching Using Fuzzy ANP and TOPSIS in the Post-COVID-19 Era," Mathematics, MDPI, vol. 11(5), pages 1-28, March.
    15. María Alonso-Almeida & Llorenç Bagur-Femenías & Josep Llach, 2015. "The adoption of quality management practices and their impact on business performance in small service companies: the case of Spanish travel agencies," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 57-75, March.
    16. Ferenc Bognár & Balázs Szentes & Petra Benedek, 2022. "Development of the PRISM Risk Assessment Method Based on a Multiple AHP-TOPSIS Approach," Risks, MDPI, vol. 10(11), pages 1-16, November.
    17. Hegazy Rezk & Basem Alamri & Mokhtar Aly & Ahmed Fathy & Abdul G. Olabi & Mohammad Ali Abdelkareem & Hamdy A. Ziedan, 2021. "Multicriteria Decision-Making to Determine the Optimal Energy Management Strategy of Hybrid PV–Diesel Battery-Based Desalination System," Sustainability, MDPI, vol. 13(8), pages 1-19, April.
    18. Pynnönen, Sari & Haltia, Emmi & Hujala, Teppo, 2021. "Digital forest information platform as service innovation: Finnish Metsaan.fi service use, users and utilisation," Forest Policy and Economics, Elsevier, vol. 125(C).
    19. YUSFIARTO Rizaldi & NUGRAHA Septy Setia & PAMBUDI Dwi Santosa & PAMBEKTI Galuh Tri, 2022. "Islamic Banking And Loyalty: Service Quality, Intimacy Or Religious Driven?," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 17(2), pages 300-318, August.
    20. Hatami-Marbini, Adel & Tavana, Madjid, 2011. "An extension of the Electre I method for group decision-making under a fuzzy environment," Omega, Elsevier, vol. 39(4), pages 373-386, August.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jebr00:v:17:y:2021:i:4:p:1-21. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.