Budiman, Bangun Wicaksono (2026) Hubungan Persepsi Implementasi Green Banking Terhadap Kepuasan Nasabah Bank Di Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to analyze the relationship between the implementation of green banking, which includes digital banking, green loans, green services, and green infrastructure, and customer satisfaction. Green banking is a banking strategy that integrates environmental sustainability principles into banking operations and services, such as paperless digital services, energy efficiency, and environmentally friendly financing. In this study, the implementation of green banking is analyzed as an independent variable influencing customer satisfaction as the dependent variable. This research employs a quantitative approach using a survey method. Data were collected through questionnaires distributed to 170 respondents who are bank customers in Pekanbaru. The data were analyzed using the Partial Least Squares – Structural Equation Modeling (PLS-SEM) method to test the validity, reliability, and relationships between variables in the research model. The results indicate that the implementation of green banking has a positive and significant relationship with customer satisfaction. This finding suggests that the better the green banking practices implemented by banks, the higher the level of customer satisfaction. The implementation of efficient digital services, environmentally friendly policies, and a strong commitment to sustainability has been proven to enhance customers’ positive perceptions and comfort in using banking services. This study concludes that the consistent and sustainable implementation of green banking practices not only supports environmental sustainability goals but also contributes to increasing customer satisfaction. These findings are expected to serve as a reference for banking institutions in developing business strategies that simultaneously emphasize sustainability and customer satisfaction.

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