Assessing The Effects of Sustainable Banking Practices And Digital Innovation On Customer Satisfaction And Long-Term Customer Loyalty
持続可能な銀行業務とデジタルイノベーションが顧客満足度と長期的な顧客ロイヤルティに与える影響の評価 (AI 翻訳)
Dr. Rachna Thakkar
🤖 gxceed AI 要約
日本語
この研究は、インドの銀行セクターにおいて、持続可能な銀行業務（グリーンローン、ペーパーレス取引など）とデジタルイノベーション（モバイルバンキング、AIサポート）が顧客満足度と長期的ロイヤルティに与える影響を調査した。100人の顧客を対象にした定量分析の結果、デジタルイノベーションと顧客満足度、持続可能な実践とロイヤルティの間に強い正の相関が確認された。持続可能性への取り組みは倫理的で透明性のある運営の指標として見られている。
English
This study examines the impact of sustainable banking practices (green loans, paperless transactions) and digital innovation (mobile banking, AI support) on customer satisfaction and loyalty in India. A quantitative survey of 100 bank customers finds strong positive correlations: digital innovation boosts satisfaction, and sustainable practices enhance loyalty. Sustainability initiatives are perceived as indicators of ethical operations. The findings offer insights from an emerging economy, highlighting the integration of sustainability and digital transformation.
Unofficial AI-generated summary based on the public title and abstract. Not an official translation.
📝 gxceed 編集解説 — Why this matters
日本のGX文脈において
日本では、銀行のサステナビリティ開示が進む中（TCFD/ISSB対応）、顧客との信頼構築におけるESG実践の重要性を示す点で参考になる。ただし、サンプルが小規模であり、日本市場への直接適用には注意が必要。
In the global GX context
Globally, this paper adds to the literature on sustainable finance by linking customer loyalty to ESG practices in banking, which is relevant for financial institutions adopting sustainability strategies. However, the small sample size and single-country context limit generalizability. It underscores the business case for integrating sustainability into digital transformation.
👥 読者別の含意
🔬研究者:Provides empirical evidence from an emerging market on the link between sustainable banking practices and customer loyalty, useful for cross-cultural comparisons.
🏢実務担当者:Financial institutions can leverage these findings to justify investments in green products and digital tools that enhance customer retention.
📄 Abstract（原文）
The study examines how sustainable banking practices and digital innovation influence customer satisfaction and long-term customer loyalty within the Indian banking sector. In this changing environment, the industry has emphasised environmental, social, and governance (ESG) responsibilities alongside rapid technological advancements. Sustainable practices—such as green loans, paperless transactions, and energy-efficient operations—shape public perceptions of corporate accountability. Concurrently, digital innovations such as mobile banking, AI-driven support, and e-statements enhance customer experiences through increased convenience and efficiency. A quantitative research design is employed in this study, collecting responses from 100 customers of major commercial banks through a structured questionnaire. Mean scores were calculated to assess customer satisfaction and loyalty levels. To study the relationship among variables, correlational analysis was performed. Results disclose strong positive correlations between digital innovation and customer satisfaction, and between sustainable practices and customer loyalty. Customers' opinion of sustainability initiatives is not merely as eco-friendly efforts but as indicators of ethical, transparent operations that build continuing trust. The findings emphasise the need for banks to integrate sustainability goals with digital transformation strategies to strengthen customer relationships and gain a competitive edge. This study contributes to the growing literature on sustainable finance and technology adoption by offering insights from an emerging economy context, emphasising ongoing innovation to sustain customer satisfaction and loyalty.
🔗 Provenance — このレコードを発見したソース
- semanticscholar https://doi.org/10.47392/irjaem.2026.0109first seen 2026-05-15 21:33:28 · last seen 2026-06-16 05:18:56
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