Green financial products, service quality, and customer satisfaction: An empirical analysis of SBI bank in Darjeeling

Abstract

This study examines the impact of green financial products and service quality on customer satisfaction at the State Bank of India (SBI) in Darjeeling. A structured questionnaire survey was employed to collect primary data from 40 SBI customers selected using quota and convenience sampling techniques. The objectives are to assess the level of awareness and utilization of green financial products, analyze the influence of service quality dimensions on customer satisfaction, and compare customer satisfaction with green financial products and service quality. Descriptive statistics, chi-square tests, one-way ANOVA, and correlation analysis were used to analyze the data. The findings indicate that 70% of respondents are aware of SBI's green financial products and 60% utilize them. Customer satisfaction levels varied, with 50% expressing satisfaction or high satisfaction with green products and service quality. Chi-square tests revealed significant associations between awareness and utilization of green products and customer satisfaction. The ANOVA results demonstrate that service quality dimensions significantly influence overall satisfaction. A strong positive correlation (0.972) was observed between satisfaction with the green products and service quality. The study concludes that both green financial initiatives and service quality are crucial in shaping customer satisfaction at SBI Bank in Darjeeling. This research underscores the importance of developing and promoting green financial offerings while enhancing service quality across all dimensions to improve customer satisfaction and loyalty.