Banking service quality perceived by students: Implications to green services
Background: The paper examines banking service quality perceived by students as a basis for determining implications for green services. The focus was on this market segment bearing in mind its potential effects on banks' long-term profitability and students' acquaintance with environmenta...
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| Format: | Article |
| Language: | English |
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University of Novi Sad - Faculty of Economics, Subotica
2024-01-01
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| Series: | Strategic Management |
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| Online Access: | https://scindeks-clanci.ceon.rs/data/pdf/1821-3448/2024/1821-34482404082Q.pdf |
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| _version_ | 1832096578537521152 |
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| author | Đokić Nenad Milićević Nikola Kalaš Branimir Đokić Ines |
| author_facet | Đokić Nenad Milićević Nikola Kalaš Branimir Đokić Ines |
| author_sort | Đokić Nenad |
| collection | DOAJ |
| description | Background: The paper examines banking service quality perceived by students as a basis for determining implications for green services. The focus was on this market segment bearing in mind its potential effects on banks' long-term profitability and students' acquaintance with environmental issues. The attention was dedicated to the green banking concept taking into account the role which banks have in creating an eco-friendly society. Purpose: The aim of the research refers to identifying banking service quality aspects that are important for students. Later, those can be used as a starting point in determining actions regarding green services in the case of the student population. Study design/methodology/approach: The quality of a bank service was modeled as a hierarchical reflective-formative construct, because of which the SmartPLS software was applied. Five SERVQUAL dimensions (assurance, empathy, reliability, responsiveness, and tangibles) were specified as lower-order reflective constructs which form the higher-order formative construct (banking service quality). After testing the model, separately for reflective and formative constructs, path coefficients were presented. Finding/conclusions: The results have shown that responsiveness and assurance represent dimensions that have the largest contribution to banking service quality, i.e. the highest path coefficients to higher-order construct. In accordance with those findings, certain implications concerning green services were given. Limitations/future research: The omission of certain variables that may be related to banking services represents the limitation of this study; hereby, in future researches, some socio-demographic characteristics (such as gender, household income, etc.) could be included in the analysis. |
| format | Article |
| id | doaj-art-466415161a1149e48994e903c2adcb9a |
| institution | Kabale University |
| issn | 1821-3448 2334-6191 |
| language | English |
| publishDate | 2024-01-01 |
| publisher | University of Novi Sad - Faculty of Economics, Subotica |
| record_format | Article |
| series | Strategic Management |
| spelling | doaj-art-466415161a1149e48994e903c2adcb9a2025-02-05T13:26:33ZengUniversity of Novi Sad - Faculty of Economics, SuboticaStrategic Management1821-34482334-61912024-01-01294828810.5937/StraMan2200023D1821-34482404082QBanking service quality perceived by students: Implications to green servicesĐokić Nenad0https://orcid.org/0000-0001-8229-8354Milićević Nikola1https://orcid.org/0000-0003-4834-6994Kalaš Branimir2https://orcid.org/0000-0002-9141-7957Đokić Ines3https://orcid.org/0000-0002-0920-0469University of Novi Sad, Faculty of Economics in Subotica, Subotica, SerbiaUniversity of Novi Sad, Faculty of Economics in Subotica, Subotica, SerbiaUniversity of Novi Sad, Faculty of Economics in Subotica, Subotica, SerbiaUniversity of Novi Sad, Faculty of Economics in Subotica, Subotica, SerbiaBackground: The paper examines banking service quality perceived by students as a basis for determining implications for green services. The focus was on this market segment bearing in mind its potential effects on banks' long-term profitability and students' acquaintance with environmental issues. The attention was dedicated to the green banking concept taking into account the role which banks have in creating an eco-friendly society. Purpose: The aim of the research refers to identifying banking service quality aspects that are important for students. Later, those can be used as a starting point in determining actions regarding green services in the case of the student population. Study design/methodology/approach: The quality of a bank service was modeled as a hierarchical reflective-formative construct, because of which the SmartPLS software was applied. Five SERVQUAL dimensions (assurance, empathy, reliability, responsiveness, and tangibles) were specified as lower-order reflective constructs which form the higher-order formative construct (banking service quality). After testing the model, separately for reflective and formative constructs, path coefficients were presented. Finding/conclusions: The results have shown that responsiveness and assurance represent dimensions that have the largest contribution to banking service quality, i.e. the highest path coefficients to higher-order construct. In accordance with those findings, certain implications concerning green services were given. Limitations/future research: The omission of certain variables that may be related to banking services represents the limitation of this study; hereby, in future researches, some socio-demographic characteristics (such as gender, household income, etc.) could be included in the analysis.https://scindeks-clanci.ceon.rs/data/pdf/1821-3448/2024/1821-34482404082Q.pdfservice qualitygreen bankingenvironmentreflective-formative construct |
| spellingShingle | Đokić Nenad Milićević Nikola Kalaš Branimir Đokić Ines Banking service quality perceived by students: Implications to green services Strategic Management service quality green banking environment reflective-formative construct |
| title | Banking service quality perceived by students: Implications to green services |
| title_full | Banking service quality perceived by students: Implications to green services |
| title_fullStr | Banking service quality perceived by students: Implications to green services |
| title_full_unstemmed | Banking service quality perceived by students: Implications to green services |
| title_short | Banking service quality perceived by students: Implications to green services |
| title_sort | banking service quality perceived by students implications to green services |
| topic | service quality green banking environment reflective-formative construct |
| url | https://scindeks-clanci.ceon.rs/data/pdf/1821-3448/2024/1821-34482404082Q.pdf |
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