The Selection and Comparison of the Methods Used to Evaluate the Quality of E-Banking Websites: The Perspective of Individual Clients

Abstract

Abstract The main objective of the article is the application and discussion concerning the selection of the best method to assess the quality of e-banking websites from the perspective of individual clients. The considerations were limited to the banking sector, the sector which is specific and unique in terms of the existence of many financial attributes which are interesting for the client. The same research sample was used to test six multi-criteria methods of website evaluation (a scoring method, a scoring method with preferences, conversion method, Promethee II, Promethee II with preferences and PROSA methods) for 22 of the most popular banks in Poland. The research was conducted in April 2019 on a sample of 276 respondents, and each of the survey participants evaluated three e-banking websites known to him or her. The results of the research were used to establish the ranking of selected e-banking websites, which are the summary of the results of the six applied methods. The authors also carried out the pilot study of the evaluation of methods from the point of view of the respondent. In order to achieve this goal, in the next section, the authors carried out the literature review, presented the methods and research procedure, the comparison and discussion of the obtained findings and conclusions. The limitations of the study were the research sample including the experienced, young people as well as reducing the options to the most popular methods. The continuation of the studies should take the direction of expanding the study sample, testing further methods of e-banking websites evaluation as well as further in-depth analyses carried out by means of these methods.