An integrated fuzzy model for evaluation and selection of mobile banking (m-banking) applications using new fuzzy-BWM and fuzzy-TOPSIS

Abstract Mobile technology has revolutionised various business processes. Banking is one of them. Traditional banking operations are gradually changing with the introduction efficient mobile technologies. (m-banking) recently emerged as an innovative channel that provides continuous real-time customer service. It expected market for m-banking will expand in near future. There currently types applications market. However, ranking and selecting difficult due to involvement multiple factors. As now, very few studies have reported application selection framework, left scope further research. The current study proposes model based on a combined fuzzy best–worst method (fuzzy-BWM) Technique Order Preference by Similarity Ideal Solution (fuzzy-TOPSIS). research was carried out several stages, beginning identification potential factors progressing pair-wise comparisons final applications. set theory applied handle ambiguity decision maker. In first stage, fuzzy-BWM used determine weight Further, fuzzy-TOPSIS rank present adopted new BWM, which differs significantly from existing fuzzy-BWM, solve nonlinearity problem optimisation. applicability proposed been demonstrated through real-life case study. efficacy examined performing sensitivity analysis. observed functionality, convenience, performance expectancy significant application, followed quality, security, compatibility. can assist financial institutions customers overcome challenges choosing appropriate application. be benchmark