Sensitivity analysis of the criteria weights used in selected MCDA methods in the multi-criteria assessment of banking services in Poland in 2022

Abstract

The main purpose of this article is to compare the sensitivity of the weights of individual criteria in the assessment of the most popular banks' websites and the impact of the MCDA methods applied on the results of these assessments. The analysis was carried out for three selected, the most popular and different assessment methods: TOPSIS, VIKOR and PROMETHEE II. The evaluation of the websites was made on a sample of 350 bank customers, whose opinions were obtained using the CAWI method using a survey form. The survey made it possible to distinguish the 16 most popular banking services in this group, and only these banks were then evaluated. The survey questionnaire was obtained after verification of the pilot version created on the basis of previous research. The websites most known to the respondents were tested using three MDCA methods: TOPSIS, VIKOR, PROMETHEE II. The sensitivity of the results in each of the banks to the development of weights for 18 attributes (service evaluation criteria) was examined. The obtained results indicate the possibility of interchangeable use of the distinguished assessment methods, which may be helpful for business practitioners when analyzing and designing banking services.