The Impact of green banking on customer satisfaction: a case study of CBZ, Bindura
- Author
- Kanyunga, Charmaine P.
- Title
- The Impact of green banking on customer satisfaction: a case study of CBZ, Bindura
- Abstract
- This study investigates the impact of Green Banking strategies on customer satisfaction, a case of CBZ, Bindura. Due to the rise in concerns over environmental degradation and the Banking sector’s role in promoting sustainability, this research was done to evaluate Green Banking and its impact on customer satisfaction. The primary objective being to assess the adoption of Green Banking initiatives into their effectiveness in enhancing service delivery and customer loyalty. The study underpinned relevant theories including stakeholder theory, classical view theory and strategic theory. A descriptive research design was utilized in this research. The target population being CBZ, Bindura customers and CBZ, Bindura employees. A sample of 70 participants was selected and 60 participated. Data was collected through structured questionnaires focusing on customer awareness, attitudes and satisfaction towards Green Banking initiatives. Quantitative data analysis was conducted using (SPSS) Statistical Package for Social Sciences and Microsoft excel 2016. Descriptive statistics, correlation and regression analysis were used to see the relationship between Green Banking and customer satisfaction. The results showed a positive and significant correlation between Green Banking (Mobile, telephone and E-Banking) and customer satisfaction. The research showed that Green Banking does not only benefit the environment but also improves customer experiences. Key recommendations being, intensifying awareness campaigns, further investments in digitalization and involving customers more in these initiatives to strengthen customer loyalty and satisfaction. Suggestions include putting into consideration other banks and future researchers to also use qualitative and mixed method approach for deeper insights.
- Date
- June 2025
- Publisher
- BUSE
- Keywords
- Green Banking
- Customer Satisfaction
- Supervisor
- Nil
- Item sets
- Department of Banking and Finance
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