Comparative Analysis of E-Banking Service Quality Evaluation Results in Poland Using Multi-Criteria Methods: PROMETHEE and ELECTRE
Purpose: The main goal of this article is to compare the quality evaluations of internet banking services of Poland’s most popular banks among young users and to assess how selected MCDA (Multi-Criteria Decision Analysis) methods affect the objectivity of those evaluations. Design/Methodology/Approach: The study was conducted in Q1 2025 using a CAWI survey completed by 86 randomly selected participants from the academic community in Poland. The final questionnaire was developed based on prior research and refined after a pilot study. Fifteen e-banking services were evaluated using several methods: simple point scoring (with and without preferences), PROMETHEE I & II, and ELECTRE I & III. The evaluation was based on 18 criteria grouped into economic, technical, and crisis-resilience factors. Rankings were generated for each method and compared. Findings: The observations showed that the use of hybrid methods for analysing research results can enhance the objectivity of the conclusions drawn. According to the respondents, the two most important criteria for evaluating alternatives are security features and the monthly cost of maintaining an account (in PLN). Practical Implications: The conducted analyses may be useful for professionals managing customer communication channels as well as for those responsible for designing electronic banking platforms. Originality/Value: Contribution of the analyses presented include demonstrating the rationale for using hybrid analysis of test results in evaluating the quality of electronic banking services. In addition, the formulation of general conditions for conducting a proper evaluation of a multi-criteria problem.