Mobile Wallets: Theoretical and Empirical Analysis

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.