AN ASSESSMENT OF THE CAPABILITIES OF SERVICE PROVIDERS IN SUSTAINING GROWTH OF THE MOBILE PAYMENT ECOSYSTEM IN QATAR

Abstract

Post the pandemic, m-payments are gaining considerable traction in the state of Qatar. While several players operate in the m-payment ecosystem like banks, service providers, payment facilitators, and customers, the key role played by service providers and their dynamic capabilities to sustain the growth of the ecosystem has been marginalized in the literature. In this study, we develop a new framework based on the Dynamic Capabilities Theory (DCT) to assess the capabilities of service providers in sustaining the growth of the m-payment ecosystem. We add the Technology Organization and Environment model as an antecedent to the development of dynamic capabilities. We test our framework through multiple case studies of four m-payment service providers operating in Qatar. Data collected support our framework and further highlight the importance of the antecedents in developing dynamic capabilities during the different stages of growth of the service provider. Based on our interpretation and recommendation of participants in the study we provide implications for theory and practice.