Towards Sustainability in E-Banking Website Assessment Methods

Witold Chmielarz and Marek Zborowski
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Witold Chmielarz: Faculty of Management, University of Warsaw, Krakowskie Przedmieście 26/28, 00-927 Warsaw, Poland
Marek Zborowski: Faculty of Management, University of Warsaw, Krakowskie Przedmieście 26/28, 00-927 Warsaw, Poland

Sustainability, 2020, vol. 12, issue 17, 1-24

Abstract: Nowadays, banking services have evolved from offline financial services to online platforms available in the form of websites and mobile applications. While multiple methods exist for evaluation of generic-purpose websites, the appraisal of banking services requires a more sophisticated approach. Multiple factors need to be taken into consideration, revolving not only around technical and usability aspects of the sites, but also considering the economic and anti-crisis factors. Moreover, due to the fact that one of the groups of people interested in banking services assessment are potential clients, which might or might not be technically and theoretically literate, a sustainable approach to banking services evaluation is needed. The main contribution of this paper is a sustainable approach balancing the evaluation accuracy with usage simplicity and computational complexity of evaluation methods. Also, a reference model for banking services evaluation is provided. In practical terms, a set of all significant commercial banking services in Poland is assessed. Last, but not least, a preliminary study of practical applicability of various evaluation methods amongst computer-literate banking clients is performed.

Keywords: internet banking; website evaluations; multi-criteria evaluation methods (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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