Scoring method versus TOPSIS method in the evaluation of e-banking services

The main objective of this article is to compare of the utility of the multi-criteria TOPSIS method with scoring method and scoring method with preferences. The data was taken from Poland banking sphere in 2017. e-Banking websites were assessed from the point of view of an individual client. e-Banking helps to strengthen the bank’s position in a competitive market environment; therefore, the high quality of a website frequently plays a decisive role in the perception of a bank as an organization. In the research the authors have used a scoring method, a scoring method with preferences and – in order to verify the correctness of the results and compare them – the TOPSIS method. An additional problem which appeared in the course of the study was the questions of whether the sophisticated multi-criteria methods produce better quality results than simple methods based on a scoring evaluation. Subsequently, on the basis of the obtained findings, the authors have carried out comprehensive and multi-dimensional analyses and presented the conclusions and recommendations drawn on the basis of the aforementioned analyses. The authors’ contribution to the research was specifying the criteria for the evaluation of the websites as the main indicators of the perception of the quality of websites, identifying the best e-banking websites and formulating conclusions that may become a starting point for creating an effective quality management systems of e-banking services.