Title: Fuzzy-data envelopment analysis-based performance assessment of mobile payment apps

Authors: Sweta Yadav; Gurjeet Kaur; Anu Gupta Aggarwal

Addresses: Department of Operational Research, University of Delhi, Delhi, India; Ramanujan College, University of Delhi, India ' Department of Operational Research, University of Delhi, Delhi, India; Ramanujan College, University of Delhi, India ' Department of Operational Research, University of Delhi, Delhi, India; Ramanujan College, University of Delhi, India

Abstract: Mobile payment apps usage has surge in India. M-payment service providers have a strong objective to achieve large business shares. In this study, we have to optimise the performance of m-payment apps, through multiple input-outputs. Fuzzy-DEA is useful technique for calculating the performance where multiple input-output factors of reviews apps with handling the uncertainty, imprecision of the review rating and text content. To calculate the efficiency of different m-payment apps, we crawled the dataset online reviews of m-payment apps from google play store. Then, apply the fuzzy-DEA to analysis the performance assessment of m-payment apps where the reviews per month, ratings of per month are the outputs variables over the inputs of sentiment_score, readability_score, and review length per month. Moreover, this study enables businesses to better understand the impact of online reviews and rating on customer engagement. The implications of this study, also explored for the researchers, managers in the m-payment service sector.

Keywords: mobile payment apps; fuzzy-data envelopment analysis; online customer reviews; decision making unit; digital payment.

DOI: 10.1504/IJKMTH.2026.152849

International Journal of Knowledge Management in Tourism and Hospitality, 2026 Vol.5 No.1, pp.91 - 105

Received: 06 Oct 2025
Accepted: 12 Oct 2025
Published online: 13 Apr 2026 *

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