A web-based decision support system for e-wallet selection using AHP-TOPSIS with integrated economic and technical values

Abstract

The rapid growth of financial technology in Indonesia has introduced a diverse range of digital wallet (e-wallet) options including OVO, GoPay, DANA, and ShopeePay. While this abundance of choice benefits consumers, it also creates decision-making challenges, particularly since most prior studies have neglected the balanced integration of economic and technical criteria in e-wallet evaluation. This study addresses that gap by developing a web-based decision support system for e-wallet selection using the AHP-TOPSIS method with integrated economic and technical criteria. Nine criteria were applied, comprising three economic criteria (cost structure, financial incentives, additional fees) and six technical criteria (data security, ease of use, merchant coverage, transaction speed, customer service, additional features). Primary data were collected from 85 active e-wallet users through a Likert scale 1 – 5 questionnaire. Results indicate that OVO ranked first with a TOPSIS preference score of 0.5835, followed by DANA (0.5802), GoPay (0.4654), and ShopeePay (0.3994). The developed system demonstrated the ability to produce objective, adaptive, and user-friendly recommendations to empower users with an interactive, data-driven decision support tool.