Mobile wallets (m-wallet) have played a prominent role in changing our system of payment from cash to digital payment. The current study employs a systematic review of articles published on m-wallets between January 2008 and January 2020. To identify the relevant studies, research databases are searched using different keywords. Research articles published on m-wallets are selected based on particular inclusion criteria and clustered on the basis of keywords, abstract and title. To ensure a reasonable accuracy in the selection and grouping of published literature, suggestions of experts are taken into consideration. The articles on m-wallets are categorized on the basis of their themes. Eight dominant themes are identified by the authors. The findings suggest that although m-wallets have been in existence for more than a decade, there is hardly any study related to m-wallet service quality measurement. Thus, the authors propose 10 dimensions to measure the service quality of m-wallets based on the extensive review of studies on electronic services (e-services) and m-wallets. The proposed dimensions of m-wallet service quality are prioritized using the fuzzy Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS) approach. The m-wallet service quality dimensions proposed in the article will help practitioners to develop strategies for building a customer base. Moreover, the results of the fuzzy TOPSIS technique employed in this study will apprise managers about critical quality factors that need sincere attention for gaining competitive advantage and retaining customers.
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.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.