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

Authors: Ashwarya Kapoor; Rajiv Sindwani; Manisha Goel

Addresses: J.C. Bose University of Science and Technology, YMCA, Faridabad, India ' J.C. Bose University of Science and Technology, YMCA, Faridabad, India ' J.C. Bose University of Science and Technology, YMCA, Faridabad, India

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.

DOI: 10.1504/IJSOM.2025.144481

International Journal of Services and Operations Management, 2025 Vol.50 No.2, pp.246 - 266

Received: 01 Dec 2022
Accepted: 25 Jan 2023
Published online: 17 Feb 2025 *

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