The Influence of Green Operations on Sustainability Performance Through Service Quality in the Banking Industry

This study aims to examine and analyze the influence of Green Operations on Sustainability Performance through Service Quality in banking services. The population consists of employees of PT Bank Shinhan Indonesia, with a sample of 102 individuals selected via purposive sampling technique. Data analysis was conducted using Structural Equation Modeling with Partial Least Squares approach (SEM-PLS). The results reveal that Green Operations positively affect Service Quality, Service Quality positively influences Sustainability Performance, and Green Operations have a direct positive and significant impact on Sustainability Performance. Additionally, there is an indirect effect of Green Operations on Sustainability Performance through Service Quality, indicating that Service Quality acts as a partial mediating variable that strengthens the relationship between environmentally friendly operations and sustainable performance. This study contributes both practically and theoretically to the development of sustainable banking business practices.