Xanh hóa để giữ chân khách hàng: Bằng chứng thực nghiệm tại các ngân hàng thương mại trên địa bàn Hà Nội

Abstract

This study aims to explore the impacts of green banking activities on customer satisfaction and thereby influencing their continuance usage intention toward commercial banks service, focusing on issues such as: Green banking service quality, Accessibility, Security and Trust, Economic Benefit and Environmental Responsibility. By applying the linear structural model SEM with primary data collected from 231 customers using banking services at 19 commercial banks in Hanoi, this study found out the significant positive effects of the above factors on customer satisfaction. The results of the study indicated that the most influential factor is Green banking service quality. Finally, Satisfaction was also found to have a significant impact on customers’ intention to continue usage
of bank services in Hanoi.