Impact of Green Banking Initiatives on Customer Satisfaction: A Conceptual Model of Customer Satisfaction on Green Banking
Journal Title: IOSR journal of Business and Management - Year 2019, Vol 21, Issue 1
Abstract
Going green has become a massive trend within the global banking industry. The concept of green banking has motivated banking institutions to introduce paperless, technology driven services while minimizing environmental impact and to perform their role as a corporate citizen on sustainable development. It is important for banks to understand the demand side of green initiatives since the ultimate success or failures of such investments are influenced by perceived satisfaction of the end-user of them: the customer. An impact will be created by customer satisfaction on features of green banking initiatives, on overall customer satisfaction on green banking. Purpose of this study is to propose a conceptual model which perfectly depicts features of green banking initiatives and their relationship with overall customer satisfaction on green banking. Security and Trust Features, Convenience and Ease of use Features , Value Creation Features and Environmental and Social concern features of green banking initiatives have been incorporated into the model as independent variables. Overall customer satisfaction on green banking is supposed to be influenced by these variables.
Authors and Affiliations
Herath H. M. A. K.
Keywords
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- EP ID EP444369
- DOI 10.9790/487X-2101032435.
- Views 115
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