Towards Sustainability in E-Banking Website Assessment Methods

• Main Authors: Witold Chmielarz, Marek Zborowski
• Format: Article
• Language: English
• Published: MDPI AG 2020-08-01
• Series: Sustainability
• Subjects: internet banking; website evaluations; multi-criteria evaluation methods
• Online Access: https://www.mdpi.com/2071-1050/12/17/7000

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.