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Demographic influences on consumer decisions in the banking sector: evidence from India

Author

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  • Harpreet Kaur

    (Manipal Academy of Higher Education)

  • Sangeeta Arora

    (Guru Nanak Dev University)

Abstract

The aim of this research was to devise an instrument that achieves complete dimensionality of bank selection attributes considered by Indian customers in choosing a particular bank and assess how these dimensions differ across demographic subgroups. A quantitative methodology was used in the analysis of responses given by 683 bank customers, acquired by focus-group interviews and a well-structured questionnaire. The results showed that determinants of bank selection, such as convenience and service delivery, differ significantly by gender, age, educational level, occupational level, income, and the type of bank. The originality of the research was its novelty in investigating demographic differences in the bank selection decisions of Indian customers to guide India’s banking management toward more effective marketing and services. The study augmented the theoretical body of knowledge in the area of bank selection decisions. The results provide practical implications for bank managers, marketing experts, and advertising executives to devise appropriate marketing strategies to accommodate their customers’ preferences. Banks can use the research findings to efficiently channel their demographic-driven marketing to win over the targeted customers.

Suggested Citation

  • Harpreet Kaur & Sangeeta Arora, 2019. "Demographic influences on consumer decisions in the banking sector: evidence from India," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 24(3), pages 81-93, December.
    • Handle: RePEc:pal:jofsma:v:24:y:2019:i:3:d:10.1057_s41264-019-00067-4
    DOI: 10.1057/s41264-019-00067-4
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    References listed on IDEAS

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    Cited by:

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    4. Benedict Ogbemudia Imhanrenialena & Ozioma Happiness Obi-Anike & Chikodili Nkiruka Okafor & Ruby Nneka Ike & Chinedu Obiora-Okafo, 2022. "Addressing Financial Inclusion Challenges in Rural Areas from the Financial Services Marketing Employee Emotional Labor Dimension: Evidence from Nigeria," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(2), pages 136-146, June.
    5. Md. Alamgir Hossain & Most. Nirufer Yesmin & Nusrat Jahan & Minho Kim, 2021. "Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership," Sustainability, MDPI, vol. 13(13), pages 1-13, July.
    6. Syed Shujaat Ali Shah & Zia Khan, 2021. "Creating advocates: understanding the roles of CSR and firm innovativeness," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 95-106, June.

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