Application of the AHP Method in the Study of the Quality of Electronic Banking Websites of Polish Banks in 2023

The main purpose of the article is to establish the Analytic Hierarchy Process (AHP) method as an effective tool for evaluating e-banking websites from the user’s perspective, and to explore the adoption of criteria for validating the types of computer systems under study. The data was collected in late 2023 using the CAWI technique, which enables large-scale online surveys. The research employed the AHP method, which is used for hierarchical analysis of decision-making problems. Together with Promethee and Electre, this method is widely acknowledged as a leading approach to multi-criteria decision-making. The analysis revealed that the most highly rated e-banking services were the ones provided by mBank SA. However, the e-banking services offered by Bank Millennium SA and ING Bank Śląski SA also stand out in the analyses due to their high ratings and notable practical implications. In terms of the relevance of the criteria, the most important were account maintenance PLN/month and security, although interest rates on savings account and monthly card fee PLN/month were also deemed very important. The key theoretical implication of the research is the validation of the AHP method as an appropriate tool for analyzing e-banking services from the user perspective. The main practical implication is the formulation of relevant guidelines for designers of electronic banking services, indicating which features are most important to users of the type of computer systems examined. One limitation of the study is that it was conducted solely within an academic environment, which may restrict the generalizability of the findings. Future research should aim to broaden the methodological approach used to assess banking services, with the goal of identifying the most effective and user-friendly evaluation method.