A fuzzy MCDM decision-making model for m-banking evaluations: comparing several m-banking applications

Mobile banking (m-banking) is one of the most recent creative banking channels that provide many advantages to both consumers and financial institutions regarding banking services delivery. With an increasing number of mobile phone users, it is one of the fastest-growing banking channels. The breadth of the m-banking industry is anticipated to expand in the near future. However, picking the appropriate one is definitely tough with a rising number of m-banking applications on the market. This research presents a fuzzy decision-making model for selecting appropriate m-banking applications based on the ground that fuzzy-based studies have received increasing attention from decision-makers due to the accuracy and precision with which they gather data. From the literature, a wide range of criteria was extracted for consideration. Further, domain experts' views were sought to finalise the criteria for evaluating m-banking applications. The research employed the fuzzy best–worst method (fuzzy-BWM) to calculate the weight of criteria that affect the adoption of m-banking, taking into account experts' opinions. At the same time, fuzzy-Technique for Order of Preference by Similarity to Ideal Solution (fuzzy-TOPSIS) was employed to evaluate the m-banking applications. The study conducted a real-life case study to exhibit the model's applicability. The weight of the criteria was varied to conduct a sensitivity analysis. According to the research findings, performance quality with a score of 0.221 is the most important factor in choosing an m-banking application, followed by functionality (0.165) and clarity (0.113). The suggested model will assist financial institutions and consumers in overcoming challenges while choosing a suitable m-banking application. The suggested methodology may be used to assess the market's m-banking applications.