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Faculty of Commerce FACULTY OF COMMERCE DEPARTMENT OF BANKING AND FINANCE IMPACT OF GREEN BANKING STRATEGIES ON CUSTOMER SATISFACTION: A CASE OF COMMERCIAL BANKS IN ZIMBABWE BY EDWIN DEMERA STUDENT NUMBER: R156409C SUPERVISOR: PROFESSOR L. CHIKOKO THIS DISSERTATION IS SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENTS OF THE MASTER OF COMMERCE IN BANKING AND FINANCE DEGREE IN THE DEPARTMENT OF BANKING AND FINANCE AT MIDLANDS STATE UNIVERSITY OCTOBER 2019 GWERU: ZIMBABWE RELEASE FORM NAME OF STUDENT: EDWIN DEMERA DISSERTATION TITLE: IMPACT OF GREEN BANKING STRATEGIES ON CUSTOMER SATISFACTION: A CASE OF COMMERCIAL BANKS IN ZIMBABWE. DEGREE TITLE: MASTER OF COMMERCE DEGREE IN BANKING AND FINANCE YEAR THE DEGREE IS GRANTED: 2019 Permission is hereby granted to Midlands State University to produce single copies of this project and lend or sell such copies for private, scholarly or scientific research purposes only. The author reserves other publication rights neither the project nor extensive extracts from it may be printed or otherwise reproduced without the author’s written permission. SIGNED ………………………………………………….. PERMANENT ADDRESS 18633 Unit L, Seke, Chitungwiza, Zimbabwe DATE October 2019 i APPROVAL FORM The undersigned certify that they have read and recommend to Midlands State University for acceptance a research project titled “Impact of green banking strategies on customer satisfaction: A case of commercial banks in Zimbabwe” submitted by Edwin Demera in partial fulfilment of the requirements for the Master of Commerce Degree in Banking and Finance. …………………………………………. …………………………………………. SUPERVISOR DATE …………………………………………. …………………………………………. CHAIRPERSON DATE ii DECLARATION I, Edwin Demera, declare that this dissertation is my original work. It is being submitted in partial fulfillment of the requirements of the Master of Commerce in Banking and Finance Degree in the Faculty of Commerce at Midlands State University. …………………………………………. …………………………………………. SIGNATURE DATE iii DEDICATION I dedicate this work to my father, mother, brothers and sisters. iv TABLE OF CONTENTS RELEASE FORM ....................................................................................................................... i APPROVAL FORM .................................................................................................................. ii DECLARATION ..................................................................................................................... iii DEDICATION .......................................................................................................................... iv TABLE OF CONTENTS ........................................................................................................... v ACKNOWLEDGEMENTS ................................................................................................... viii ABSTRACT .............................................................................................................................. ix LIST OF ABBREVIATIONS AND ACRONYMS .................................................................. x LIST OF TABLES .................................................................................................................... xi LIST OF FIGURES ................................................................................................................. xii LIST OF APPENDICES ........................................................................................................ xiii CHAPTER ONE: INTRODUCTION .................................................................................... 1 1.1 Introduction ................................................................................................................. 1 1.2 Background to the Study ............................................................................................. 1 1.3 Problem Statement ...................................................................................................... 2 1.4 Conceptual Framework ............................................................................................... 3 1.5 Research Objectives .................................................................................................... 4 1.5.1 Primary Objective ................................................................................................ 4 1.5.2 Secondary Objectives........................................................................................... 4 1.6 Research Hypotheses................................................................................................... 4 1.7 Scope of the Study....................................................................................................... 4 1.7.1 Conceptual Scope................................................................................................. 4 1.7.2 Geographical Scope ............................................................................................. 5 1.7.3 Research Respondents Scope ............................................................................... 5 1.7.4 Time Scope .......................................................................................................... 5 1.8 Significance of the Study ............................................................................................ 5 1.8.1 Theoretical Significance ...................................................................................... 5 1.8.2 Methodological Significance ............................................................................... 6 1.8.3 Practical Significance........................................................................................... 6 1.9 Assumptions of the Study ........................................................................................... 6 1.10 Limitations of the Study .............................................................................................. 7 1.11 Organization of the Study ........................................................................................... 7 CHAPTER TWO: LITERATURE REVIEW ....................................................................... 9 v 2.1 Introduction ................................................................................................................. 9 2.2 Concept of Green Banking .......................................................................................... 9 2.2.1 Benefits of Green Banking................................................................................... 9 2.2.2 Challenges Associated With Green Banking ..................................................... 12 2.2.3 Barriers to Green Banking ................................................................................. 12 2.2.4 Green Banking Strategies .................................................................................. 13 2.3 Concept of Customer Satisfaction ............................................................................. 17 2.3.1 Approaches to Measuring Customer Satisfaction .............................................. 18 2.3.2 Factors Affecting Customer Satisfaction in Internet Banking ........................... 21 2.3.3 Factors Affecting Customer Satisfaction in Mobile Banking ............................ 22 2.3.4 Factors Affecting Customer Satisfaction in Telephone Banking ...................... 23 2.3.5 Factors Affecting Customer Satisfaction in ATM Banking .............................. 23 2.4 Unified Theory of Acceptance and Use of Technology (UTAUT) .......................... 24 2.5 Impact of Internet Banking on Customer Satisfaction .............................................. 25 2.6 Impact of Mobile Banking on Customer Satisfaction ............................................... 26 2.7 Impact of Telephone Banking on Customer Satisfaction.......................................... 27 2.8 Impact of ATM Banking on Customer Satisfaction.................................................. 28 2.9 Chapter Summary ...................................................................................................... 29 CHAPTER THREE: RESEARCH METHODOLOGY .................................................... 30 3.1 Introduction ............................................................................................................... 30 3.2 Research Philosophy ................................................................................................. 30 3.3 Research Strategy ...................................................................................................... 30 3.4 Research Design ........................................................................................................ 31 3.5 Target Population ...................................................................................................... 31 3.6 Sampling Procedure .................................................................................................. 31 3.7 Sample Size ............................................................................................................... 32 3.8 Data Collection Methods and Instruments ................................................................ 33 3.8.1 Secondary Data Sources .................................................................................... 33 3.8.2 Primary Data Sources ........................................................................................ 34 3.8.3 Data Collection Procedure ................................................................................. 34
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