Green banking practices and customer satisfaction-way to green sustainability

Ajaz Akbar Mir, Aijaz Ahmad Bhat, Ahmad Samed Al-Adwan, Summaira Farooq, Dima Jamali and Irshad Ahmad Malik

Innovation and Green Development, 2025, vol. 4, issue 2

Abstract: The global environmental concerns have driven sustainable practices in several industries, including banking. Therefore, this paper is an endeavour to examine the relationship between green banking and customer satisfaction. The study identified four pivotal variables and examined how digital banking, green infrastructure, green loans and services affect consumer satisfaction in select public and private sector banks. The study used cluster sampling technique and sample was taken systematically from each cluster selected using a comprehensive research framework. The data show that digital banking, green services, and green loans positively and significantly affect customer satisfaction, while green infrastructure does not. The study found that privacy does not mediate green infrastructure and green loan relationships with consumer satisfaction. The study’s results have significant ramifications for both the banking sector and government, underscoring the crucial role of green banking in enhancing consumer happiness. As environmental consciousness continues to increase, this might potentially result in heightened customer satisfaction and eventually contribute to improved customer retention for banks. The present study also endorses India’s digital agenda by promoting digital and sustainable banking practices.

Keywords: Green banking; Green finance; Green infrastructure; Green services; Digital banking; Climate finance; Customer satisfaction (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S2949753125000189
Open-access

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ingrde:v:4:y:2025:i:2:s2949753125000189

DOI: 10.1016/j.igd.2025.100221

Access Statistics for this article

Innovation and Green Development is currently edited by Hai-Jie Wang and Chun-Ping Chang

More articles in Innovation and Green Development from Elsevier
Bibliographic data for series maintained by Catherine Liu ().