On Comparison of the Results of Selected Multicriteria Methods Applied in the Assessment Banking Websites in Poland in 2022

The primary objective of this article is to compare the customer ratings provided by Generation Z representatives regarding e-banking websites of the most popular banks in Poland and to examine the impact of the MCDA (Multiple Criteria Decision Analysis) methods on the objectivity of these ratings. The assessment involved a sample of over 200 clients (48% return rate) randomly selected from the academic community in Poland at the end of 2022 and over 150 people from the non academic circles. In both cases, the study was carried out using a survey questionnaire with the application of the CAWI technique. The survey questionnaire was obtained after verification of the pilot version created on the basis of previous research. The websites of 16 banks most familiar to respondents were tested using the MDCA methods including: TOPSIS, COMET, PROSA-C, PROMETHEE II, and two criterion weighting techniques (subjective and objective). Subsequently, the results obtained from each method were compared by considering their respective rankings. The study also investigated the sensitivity of the results in each bank to the development of 18 attributes, which served as criteria for evaluating the service. The convergence of the results was assessed using the Pearson correlation and the weighted Spearman correlation coefficient \((r_w)\) . To assess the discrepancies in the rankings for the selected methods, the Euclidean distances between the paired MCDA methods were calculated. The obtained results indicate the possibility of interchangeable use of the presented assessment methods, which may be helpful for business practitioners when analyzing and designing banking services.