An analysis of green banking strategies on customer satisfaction: A case of NMB Bank

Author

Mazongonda Edith. R

Title

An analysis of green banking strategies on customer satisfaction: A case of NMB Bank

Abstract

The research used the case of NMB Bank to examine the effect of green banking strategies on customer satisfaction. The research objectives were to investigate commercial bank customers’ attitudes towards green banking strategies, to determine why some clients avoid using green banking strategies, to discover ways of improving service quality through green banking and to put out a model that bankers can employ to implement green banking strategies. A casual study approach was used, and the positivist philosophy was presumed. 800 clients of NMB Banks made the target population. Based on the results of the of the sample size using the Slovene’s formula sampling was used to select 267 clients. Primary data were gathered through questionnaires and interviews. Secondary data came from books, articles, websites, journals and other sources. On-site administration of 120 questionnaires resulted in a 93.3% response rate as some of the clients did not manage to give back the questionnaires and some did not respond at all. Descriptive statistics were used to analyze the bank customer’s responses. According to Solanki (2018), internet banking improved customer satisfaction. According to Asad et al, (2016), telephone banking improves customer satisfaction. Tadesse (2018), discovered that using ATM for banking increased client satisfaction. According to the study’s conclusion, internet banking, mobile banking and telephone banking have beneficial effects on customer satisfaction. The study suggests that banks improve the quality of their mobile banking services in order to increase customer satisfaction, incorporate the critical factors determining customer satisfaction into their internet banking, educate their customers about internet banking, and make sure that their ATMs are always operational. A study of the real elements influencing customer satisfaction with green banking initiatives as well as an investigation into the roles of green banking initiatives from a qualitative point of view are proposed as areas for additional research.

Date

Dec 2022

Publisher

BUSE

Keywords

Green banking

Customer satisfaction

Strategies

Supervisor

N/A