Analysis of e-Banking Websites’ Quality with the Application of the TOPSIS Method – A Practical Study

Abstract

The main objective of this article is to identify the best e-banking websites in Poland in 2017 from the point of view of individual clients. The use of new ICT technology tools to contact e-banking customers creates a competitive advantage for the banks and presents the possibilities of providing banking services in the way which would be most convenient for the clients. The authors’ research examines the possibilities of the applications of the multi-criteria methods to evaluate e-banking websites in Poland. In the present study, the authors used the TOPSIS multi-criteria method. In order to obtain the data for the analysis, the authors’ created an electronic spreadsheet of evaluations which was made available on the Internet, and the participants for the study were selected with purposeful random sampling. Subsequently, on the basis of the obtained scores, the authors carried out analyses and presented the findings, together with the conclusions and recommendations resulting from the study. The authors’ own contribution to the research was the specification of the preferences of the website evaluation criteria as the main determinants of the perception of the websites’ quality, the identification of the best e-banking websites on the basis of the selected multi-criteria method as well as the formulation of conclusions which could be the starting point for the creation of a new, relevant solution to be applied in the area.