Title: Mobile financial applications development using an integrated approach of the netnography, fuzzy QFD and fuzzy flowsort

Authors: Mohsen Shafiei-Nikabadi; Mohammad Rahmanimanesh; Hanieh Shambayati

Addresses: Industrial Management Department, Faculty of Economics and Management, Semnan University, Semnan, Iran ' Department of Software Computer Engineering, Faculty of Electrical and Computer Engineering, Semnan University, Semnan, Iran ' Industrial Management Department, Faculty of Economics and Management, Semnan University, Semnan, Iran

Abstract: The growing popularity of mobile applications and technology has led to developing the relationships of many corporations with consumers through mobile apps. Therefore, designing applications based on consumers' preferences and requirements are very important. This research seeks to evaluate and rank the technical requirements of mobile financial applications according to the customer's needs. Firstly, the netnography technique has been used to identify customer needs through the analysis of customer comments. After determining the technical requirements, using the latest edition of ISO 25010 standards, customer requirements and technical requirements have been analysed using the fuzzy QFD method. Finally, to determine the most important technical requirements, the fuzzy flowsort method was used for ranking. The results showed that security requirements, maturity, availability, appropriateness recognisability, operability, user interface aesthetics, accessibility, and analysability are the most important and most effective requirements related to customer needs in the area of mobile financial applications.

Keywords: technical requirements; mobile applications; quality function deployment; QFD; fuzzy flowsort' expanding fuzzy quality performance; netnography.

DOI: 10.1504/IJBIS.2022.124935

International Journal of Business Information Systems, 2022 Vol.40 No.4, pp.493 - 513

Received: 09 Aug 2019
Accepted: 30 Dec 2019

Published online: 17 Aug 2022 *

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