Comparative analysis of electronic banking websites in selected banks in Poland in 2014

Abstract

The main objective of this article is to identify the best e-banking websites in Poland from the point of view of an individual customer. Using modern IT tools for communications with customers of banking services, banks create competitive advantages, as well as, opportunities for providing banking services in a convenient way for consumers. After a short introduction the authors defines the assumptions for the study. The methodological approach-based on theoretical and empirical study in the field of e-banking, allows them to build the evaluation model for the construction of high quality e-banking website. Subsequently, the authors carried out multilateral analyses and presented the conclusions of the study. The identified categories are classified into three groups: economic, technological and anti-crisis. The originality of the work comes down to knowledge of the determinants of customer's quality perception of websites and a starting point for an effective quality management of their e-services system.