ON THE APPLICATION OF THE CONVERSION METHOD FOR WEBSITE EVALUATION OF POLISH BANKS IN 2022

This article aims to examine the application of the new conversion method for evaluating electronic banking services. The conversion method consists of aggregating the average ratings of the respondents. Its intuitiveness results from the data collection process; the results collected from the respondents are converted using the algorithm presented in this article into the final result. The data was collected in 2022 using the CAWI method. The results of the calculations are compared with the results obtained by the scoring method, and the differences are interpreted. The conversion method reduces the subjectivity of the test results. The results indicate that economic factors have a large impact on users’ opinions about the quality of banking services. This is additionally confirmed by research conducted among this group of customers. The main implication for researchers is to demonstrate the effectiveness of the conversion method in the analysis of electronic banking services.

https://doi.org/10.7862/rz.2024.hss.38

pdf

References

Beaudrie, C., Corbett, J.C., Lewandowski, T.A., Malloy, T., Zhou, X. (2020). Evaluating the Application of Decision Analysis Methods in Simulated Alternatives Assessment Case Studies: Potential Benefits and Challenges of Using MCDA. “Integrated Environmental Assessment and Management”, 17(1). DOI: 10.1002/ieam.4316.

Boudreau, M.-C., Gefen, D., Straub, D.W. (2001). Validation in Information Systems Research: A State-of-the-Art Assessment. “MIS Quarterly”, 25(1), Article 1. JSTOR. DOI: 10.2307/3250956.

Brans, J.P., Vincke, Ph., Mareschal, B. (1986). How to select and how to rank projects: The Promethee method. “European Journal of Operational Research”, 24(2). DOI: 10.1016/03772217(86)90044-5.

Brans, J.-P., Mareschal, B. (2005). Promethee Methods [In:] Figueira, J., Greco, S., Ehrogott, M., eds., Multiple Criteria Decision Analysis: State of the Art Surveys (p. 163–186). Springer. DOI: 10.1007/0387-23081-5_5.

Chiemeke, S.C., Evwiekpaefe, A.E., Chete, F.O. (2006). The Adoption of Internet Banking in Nigeria: An Empirical Investigation. “Journal of Internet Banking and Commerce”, 11(3), Article 3.

Chmielarz, W., Zborowski, M. (2013). Conversion Method in Comparative Analysis of e-Banking Services in Poland [In:] Kobyliński, A., Sobczak, A., eds., Perspectives in Business Informatics Research (p. 227–240). Springer. DOI: 10.1007/978-3-642-40823-6_18.

—— (2014). Wykorzystanie metody AHP/ANP w konfrontacyjnej metodzie projektowania wzorcowego systemów informatycznych. „Informatyka Ekonomiczna”, 1(31).

—— (2015). Comparative Analysis of Electronic Banking Websites in Selected Banks in Poland in 2014. DOI: 10.15439/2015F43.

—— (2018). Analysis of e-Banking Websites’ Quality with the Application of the TOPSIS Method – A Practical Study. “Procedia Computer Science”, 126, 1964–1976. DOI: 10.1016/j.procs.2018.07.256.

—— (2019). On a comparative analysis of internet banking services by the conversion method and the scoring method. “Journal of Economics and Management”, 38.DOI: 10.22367/jem.2019.38.02.

—— (2020a). A Hybrid Method of Assessing Individual Electronic Banking Services in 2019. The Case of Poland. “Procedia Computer Science”, 176.DOI: 10.1016/j.procs.2020.10.09.

—— (2020b). Towards Sustainability in E-Banking Website Assessment Methods. “Sustainability”, 12(17), Article 17. DOI: 10.3390/su12177000.

—— (2021). Towards VES Function for Creating a Sustainable Method for Evaluating e-Banking Websites Quality. “Procedia Computer Science”, 192. DOI: 10.1016/j.procs.2021.09.292.

Czarnacka-Chrobot, B. (2009). Wymiarowanie funkcjonalne przedsięwzięć rozwoju Systemów Oprogramowania Wspomagających Zarządzanie na bazie uogólnionych danych historycznych. „Studia i Materiały Polskiego Stowarzyszenia Zarządzania Wiedzą”, 23.

Dinitz, J.H., Dukes, P., Stinson, D.R. (2005). Sequentially Perfect and Uniform One-Factorizations of the Complete Graph. “The Electronic Journal of Combinatorics”, 1–12. DOI: 10.37236/1898.

Evans, J.R., King, V.E. (1999). Business-to-Business Marketing and the World Wide Web: Planning, Managing, and Assessing Web Sites. “Industrial Marketing Management”, 28(4), Article 4.

Guru, B., Shanmugam, B., Alam, N., Perera, J. (2003). An Evaluation of Internet Banking Sites in Islamic Countries. “Journal of Internet Banking and Commerce”, 8(2), Article 2.

Hadhémi, A. (2005). An evaluation of internet banking and online brokerage in Tunisia. “Proceedings of the 1st International Conference on E-Business and E-Learning (EBEL)”.

Karagiannidis, A., Moussiopoulos, N. (1997). Application of ELECTRE III for the integrated management of municipal solid wastes in the Greater Athens Area. “European Journal of Operational Research”, 97(3). DOI: 10.1016/S0377-2217(96)00252-4.

Keenney, R.I., Raiffa, H. (1976). Decision Analysis with multiple conflicting objectives. Wiley&Sons.

Kizielewicz, B., Wątróbski, J., Sałabun, W. (2020). Identification of Relevant Criteria Set in the MCDA Process-Wind Farm Location Case Study. “Energies”, 13. DOI: 10.3390/en13246548.

Krzanowski, W.J. (2000). Principles of Multivariate Analysis: A User’s Perspective. Oxford University Press.

Likert, R. (1932). A Technique for the Measurement of Attitudes (No. 140). New York University.

Liu, Y., Eckert, C.M., Earl, C. (2020). A review of fuzzy AHP methods for decision-making with subjective judgements. “Expert Systems with Applications”, 161. DOI: 10.1016/j.eswa.2020.113738.

Loach, K., Rowley, J., Griffiths, J. (2016). Cultural sustainability as a strategy for the survival of museums and libraries. “International Journal of Cultural Policy”, 23. DOI: 10.1080/10286632.2016.1184657.

Mateos, M. B., Chamorro, A., Gonzalez, F.J.M., Gonzalez Lopez, O.R. (2001). A New Web Assessment Index: Spanish Universities Analysis. “Internet Research: Electronic Application and Policy”, 11(3), Article 3. DOI: 10.1108/10662240110396469.

Melone, N.P. (1990). A Theoretical Assessment of the User-Satisfaction Construct in Information Systems Research. “Management Science, 36(1), Article 1. DOI: 10.1287/mnsc.36.1.76.

Migdadi, Y.K. (2008). Quantitative Evaluation of the Internet Banking Service Encounter’s Quality: Comparative Study between Jordan and the UK Retail Banks. “Journal of Internet Banking and Commerce”, 13(2), Article 2.

Miranda, F.J., Cortés, R., Barriuso, C. (2006). Quantitative evaluation of e-banking web sites: An empirical study of Spanish banks. “The Electronic Journal of Information System Evaluation”, 9(2), Article 2.

Myers, B., Kappelman, L., Prybutok, V.R. (1997). A Comprehensive Model for Assessing the Quality and Productivity of the Information Systems Function. “Information Resources Management Journal”, 10.DOI: 10.4018/irmj.1997010101.

Nijkamp, P., Delft, A. van. (1977). Multi-Criteria Analysis and Regional Decision-Making. Springer US. Access on the internet: https://www.springer.com/gp/book/9789020706895.

Piwowarski, M., Ziemba, P. (2009). Metoda PROMETHEE II w wielokryterialnej ocenie produktów. „Polskie Stowarzyszenie Zarządzania Wiedzą”, 18.

Respondenci do ankiet online(n.d.). Retrieved 10 May 2023. Access on the internet: https://ankieteo.pl/program-doankiet/respondenci.

Roy, B. (1996). Multicriteria Methodology for Decision Aiding. Springer US. DOI: 10.1007/978-1-4757-2500-1.

Saaty, T.L. (1990). How to Make a decision: The Analytic Hierarchy Process. “European Journal of Operational Research”, 48(1), Article 1. DOI: 10.1016/0377-2217(90)90057-I.

—— (2008a). The analytic hierarchy and analytic network measurement processes: Applications to decisions under Risk. “European Journal of Pure and Applied Mathematics”, 1(1), Article 1. DOI: 10.29020/nybg.ejpam.v1i1.6.

—— (2008b). Decision making with the Analytic Hierarchy Process. “Int. J. Services Sciences”, 1. DOI: 10.1504/IJSSCI.2008.017590.

Saraswat, A., Katta, A. (2008). Quantitative Evaluation of E-Banking Websites: A Study of Indian Banks. “Icfai University Journal of Information Technology”, 3(4), Article 4.

Selz, D., Schubert, P. (1997). Web Assessment – A Model for the Evaluation and the Assessment of Successful Electronic Commerce Applications. “Electronic Markets”, 7. DOI: 10.1109/HICSS.1998.655278.

Senturk, S., Binici, Y., Erginel, N. (2016). The theoretical structure of Fuzzy Analytic Network Process (FANP) with Interval Type-2 Fuzzy Sets. “IFAC-PapersOnLine”, 49(12). DOI: 10.1016/j.ifacol.2016.07.706.

Wątróbski, J. (2016). An Ontology Supporting Multiple-Criteria Decision Analysis Method Selection [In:] Intelligent Decision Technologies 2016: Proceedings of the 8th KES International Conference on Intelligent Decision Technologies (KES-IDT 2016) (p. 89–99). DOI: 10.1007/978-3-319-39630-9_8.

Wątróbski, J., Jankowski, J. (2015). Guideline for MCDA Method Selection in Production Management Area [In:] Różewski, P., Novikov, D., Bakhtadze, N., Zaikin, O., eds., New Frontiers in Information and Production Systems Modelling and Analysis: Incentive Mechanisms, Competence Management, Knowledge-based Production (Vol. 98, p. 119–138). Springer. DOI: 10.1007/978-3-319-23338-3_6.

Wątróbski, J., Jankowski, J., Ziemba, P., Karczmarczyk, A., Zioło, M. (2019). Generalised framework for multi-criteria method selection. “Omega”, 86. DOI:10.1016/j.omega.2018.07.004.

Whiteley, D. (2000). E-commerce: Strategy, technologies and applications. McGraw-Hill.