The Expectation Disconfirmation Theory of Green Banking Practices of State Bank of India with special reference to Kerala - A Structural Equation Modeling Approach

Abstract

In light of Agenda 2030, sustainability awareness is steadily growing worldwide. All institutions, including banks and financial institutions, are working to reduce their carbon footprints. Several indirect problems have arisen for India as a result of the banking process, such as global warming, climate change, irregular monsoon, air pollution, heavy rain, poor air quality, health problems, ozone depletion, fossil fuel use, recurrent destruction of forests for daily use, improper e-waste disposal. These issues can be overcome with sustainable banking practices (Green banking), which benefit the customer's satisfaction and quality of life. However, sustainability can be achieved only when the customers accept green banking and are satisfied with it. In order to do that, the bank must understand the level of expectations and perception of its customers toward green initiatives and to what extent the initiatives satisfy their day-to-day needs. This paper provides an overview of Expectancy disconfirmation integrations into customer satisfaction of India's largest public sector banks. As part of the present theoretical analysis, we first examine the level of awareness, expectations, and perception differences of customers to determine their satisfaction level. We then provide some evidence from SBI in Kerala regarding dissatisfying factors in green banking practices.