Banking For a Greener Future: Exploring Customer Adoption of Green Banking Services

Green banking means using banking services which saves paper, time, and other resources while reducing harm to the environment. Services such as internet banking, mobile banking, digital payments, e-statements, and online fund transfers support green banking. This study examines the awareness, usage, satisfaction, and difficulties related to green banking services among bank customers in Kannur district, Kerala. The study adopted a descriptive and empirical research design. Primary data were collected from 60 respondents using a structured questionnaire and convenience sampling. Percentage, weighted average, Mann–Whitney U test, Kruskal–Walli’s test, and Spearman’s rank correlation were used for analysis. The findings show that the overall awareness of green banking services was moderate, with a mean score of 2.243. Internet banking had the highest awareness, while green financing had the lowest. Green/eco-friendly loans were the most used service (40.00%). The overall perception of green banking was positive, with a weighted average of 2.432. Awareness had a significant positive relationship with usage (ρ = 0.431, p < 0.001). Overall satisfaction was also positive, with a weighted average of 2.372, and usage had a significant positive relationship with satisfaction (ρ = 0.330, p = 0.010). Transaction failure or delay was the major difficulty faced by respondents. Difficulties had a significant negative relationship with satisfaction (ρ = −0.155, p = 0.038). The study suggests that banks should improve digital facilities, strengthen security, increase customer awareness, and provide better support to promote wider adoption of green banking services.