Comparison of the Multicriteria Decision Making and Client Clusters on the Retail Core Banking Services Market

The Czech Republic retail banking market is characterized by significant information asymmetry regarding the bank products and services. Banks provide complex and nontransparent tariffs. The analyses are based on more than 20 thousand of clients of 21 monitored banks offering 45 accounts and packages. At the first part of the paper there are bank fees described using the client clusters characterized by certain usage pattern. There is a client decision based on the multi-criteria decision making at the second part of the paper. At first there are specified some criteria, their types and their independence is discussed. Then weights will be set and various multi-criteria decision methods will be applied. The first used treatment is one of the most widely known multi-criteria decision method - Saaty's AHP method. Then, as a basic approach pair-wise comparison is used and other methods are applied. At the end of the paper the possible application of uncertainty will be discussed. This application stems from inaccurate client answers. This question will be solved using the fuzzy sets, linguistic variable and linguistic scale that allows us to process the inaccurate answers or the answers when the client made just a guess which of the criteria is the key one.