A Hybrid Fuzzy Soft Set–CRITIC–TOPSIS Framework for Selecting Optimal Digital Financial Services in Indonesia

The rapid growth of Digital Financial Services (DFSs), including what is occurring in Indonesia, necessitates evaluation methods that are capable of objectively and systematically handling multiple assessment criteria. Therefore, this study aimed to propose a hybrid FSS–CRITIC–TOPSIS framework for selecting optimal DFSs. Fuzzy soft sets (FSSs) were used to model uncertainty and subjectivity in criterion assessments. The Criteria Importance Through Inter-criteria Correlation (CRITIC) method determined the weights objectively based on the degree of contrast and inter-criteria correlation. Subsequently, the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method was used to rank the alternatives based on the closeness to the ideal solution. The incorporation led to a formally defined decision operator, τ, which mapped FSS to complete preference orderings while ensuring provable stability and strong discriminative properties. The framework was applied to five major Indonesian digital wallets, namely ShopeePay, GoPay, OVO, LinkAja, and DANA, as well as being evaluated across five criteria. This framework identified DANA as the optimal alternative, with a score of 0.9282, followed by ShopeePay (0.8354) and GoPay (0.6958). Comparative analysis with other methods showed a near-perfect ranking correlation (ρ = 0.9−1) with a more proportional score distribution and ranking results that reflected actual conditions. Sensitivity analysis also confirmed robustness, with ranking changes remaining logically consistent underweight variations. In conclusion, the FSS-CRITIC-TOPSIS framework provided an effective, mathematically rigorous method for multi-criteria decision-making (MCDM) under uncertainty, which applied to digital wallet selection as well as potential extension to broader evaluation contexts supporting SDGs 8, 9, and 10.