A Model for Developing a Mobile Payment Service Framework

Abstract

The rise of wireless communication has spurred the global adoption of mobile payment services, a trend that is significantly reducing the use of cash. This shift, driven by new technologies and lifestyle changes, not only presents opportunities for businesses but also enhances consumers’ daily activities. Consumers’ and businesses’ willingness to adopt mobile payment services has increased due to factors such as easier access to new technologies, convenience, changing lifestyle choices, and economic conditions. Despite challenges such as limited access to technology, security concerns, and high transaction fees, the potential benefits of mobile payment services are promising. Therefore, this research aims to construct a suitable model for developing a mobile payment service framework that both consumers and businesses are willing to adopt. The proposed model integrates the Delphi method, interpretive structural modeling (ISM), quality function deployment (QFD), an analytic network process (ANP), and fuzzy set theory. To demonstrate the practical application of the model, a case study of developing a mobile payment service framework is presented, showcasing how the model can be used to address real-world challenges and enhance the adoption of mobile payment services. The case study results show that ease of use, system and service quality, and reliability are the most important customer requirements, and encryption, edge computing, authentication, and interoperability are the most important engineering characteristics.