Title: Assessing the degree of perceived risk in adoption of mobile payment system by retailers in India

Authors: Bharti Ramtiyal; Deepak Verma; Ajay Pal Singh Rathore

Addresses: Department of Management Studies, Malaviya National Institute of Technology Jaipur, Rajasthan, 302017, India ' Department of Management Studies, Malaviya National Institute of Technology Jaipur, Rajasthan, 302017, India ' Department of Management Studies, Malaviya National Institute of Technology Jaipur, Rajasthan, 302017, India

Abstract: Mobile payment system (MPS) is an integral component of service delivery system in almost every service organisation and in order to achieve operational excellence (OpEx) in services, one needs a tool to assess the underlying perceived risk with a given retailer segment. MPS is important in terms of economics, security and the productivity of a business. This study assesses the degree of PR in adoption of MPS by various types of retailers in Indian context. The study first prioritises various factors of PR from a retailer's point of view using fuzzy analytic hierarchy process (FAHP). Further, using the output of FAHP the degree of PR in adoption of MPS is established for three formats of retailing. Additionally, it supports small retailer's base by creating more awareness among government bodies and managers as to how to reduce the PR associated with MPS and take a step towards achieving OpEx in service delivery system.

Keywords: mobile payment system; MPS; perceived risk; retailers; fuzzy analytic hierarchy process; FAHP; service delivery system.

DOI: 10.1504/IJSOM.2022.121726

International Journal of Services and Operations Management, 2022 Vol.41 No.1/2, pp.8 - 29

Received: 16 Feb 2020
Accepted: 23 Apr 2020
Published online: 24 Mar 2022 *

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