Accessibility of banking websites in Central and Eastern European countries in relation to cost management

Marta Musiał and Joanna Rachuba

Central European Management Journal, 2025, vol. 34, issue 1, 149-165

Abstract: PurposeThis study evaluates the accessibility of websites for publicly listed commercial banks in Central and Eastern European (CEE) countries, with a specific focus on the relationship between website accessibility and bank cost management indicators.Design/methodology/approachWe analyzed the websites of 26 publicly listed banks across nine CEE countries using the web accessibility evaluation tool (WAVE), a widely recognized tool for assessing website accessibility. We supplemented the analysis with cost management data, including general and administrative expenses and the cost-to-income (C/I) ratio, sourced from the Equity RT database and annual bank reports where necessary.FindingsThe study reveals significant disparities in website accessibility among publicly listed banks in the CEE region. Larger banks tend to have better website accessibility for individuals with disabilities. However, we found no significant relationship between cost management indicators, such as general and administrative expenses or the C/I ratio, and the number of accessibility errors reported by WAVE at national and individual bank levels.Research limitations/implicationsThe study is limited to publicly listed banks in Central and Eastern Europe, which may not represent the broader banking sector in the region. Moreover, as the sole assessment tool, WAVE may not capture all dimensions of web accessibility.Practical implicationsThe findings suggest that while larger banks may invest more in web accessibility, cost management practices do not directly influence website accessibility improvements. This could inform future strategies for banks aiming to enhance their digital inclusivity.Originality/valueThis research provides new insights into the relationship between bank size, cost management practices and web accessibility in the CEE region, contributing to the limited literature on digital inclusivity in the banking sector.

Keywords: Web accessibility; Accessible banking; Retail banking; Banking services; Financial inclusion; Disability; Central and Eastern Europe; European regulations (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:eme:cemjpp:cemj-10-2024-0289

DOI: 10.1108/CEMJ-10-2024-0289

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