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 green services. focus was on this market segment bearing in mind its potential effects banks' long-term profitability and students' acquaintance with environmental issues. attention dedicated to the concept taking into account role which banks have creating an eco-friendly society. Purpose: aim of research refers identifying aspects that are important students. Later, those can be used starting point actions regarding services case student population. Study design/methodology/approach: bank modeled hierarchical reflective-formative construct, because SmartPLS software applied. Five SERVQUAL dimensions (assurance, empathy, reliability, responsiveness, tangibles) were specified lower-order reflective constructs form higher-order formative construct (banking quality). After testing model, separately constructs, path coefficients presented. Finding/conclusions: results shown responsiveness assurance represent largest contribution quality, i.e. highest construct. In accordance findings, certain concerning given. Limitations/future research: omission variables may related represents limitation study; hereby, future researches, some socio-demographic characteristics (such gender, household income, etc.) could included analysis.