Tech Grows Green: Revealing The Relationship Between The Dimensions Of Green Tech Service Quality And Customer Adaptability In The Indian Banking Sector

Abstract

The present endeavor attempted to find out the relationship between dimensions of green tech service quality and customer adaptability in banking sector. The research design of the present study is the Hypothetical Testing design. The sample respondents are the customers of public banks of Delhi. The sample size is 420 which are more than the benchmark sample obtained. Purposive sampling method has been used to obtain the data. Using the dimensions of the service quality items (Parasuraman et al., 1985) and a comprehensive examination of pertinent literature, a structured questionnaire was developed. Data evaluation was done using MS Excel, SPSS, and SPSS AMOS application software. The proposed model was implemented and assessed using “Structural Equation Modeling (SEM), Confirmatory Factor Analysis (CFA) and Exploratory Factors Analysis (EFA). The findings of the research revealed that tangibility, reliability, access, responsiveness, empathy, employee competence  and financial aspect dimension of green tech service quality are positively related with customer adaptability; however, one dimension—— assurance do not appear to be positively correlated with consumer adaptability. The practical implications of green tech banking services revolve around aligning financial activities with environmental objectives, meeting consumer demand for sustainable solutions, managing risks, fostering innovation, and contributing to the transition towards a more sustainable economy.