Influence of demographic variables: customers' perception about cross-selling and up-selling for eBanking

Q2 Business, Management and Accounting International Journal of Electronic Customer Relationship Management Pub Date : 2018-03-06 DOI:10.1504/IJECRM.2018.10011196

N. Gupta

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引用次数: 1

Abstract

Purpose: This study focuses on the influence of electronic banking (eBanking) on customer's perception about cross-selling and up-selling considering various demographics variables of the customers of public sector banks (PSBs) of India. Design/methodology/approach: Data were collected from 692 respondents by way of simple random sampling. The collected data were analysed using cross-tabs, frequency and Chi-square testing. Findings: It has been found that customer demographic influence variables like age groups, annual income, qualification, gender and profession influence cross-selling and up-selling of banking products and services. Practical implications/limitations: The identification of the most influential demographic variable will help to build strong and effective cross-selling and up-selling of financial products and services. Originality/value: This study was made on the primary data, which has provided significant analysis and results for understanding the influence of customer demographic on perception. Result shows that demographic variables influence customers' perception about cross-selling and up-selling in eBanking for PSBs of India.

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人口统计变量的影响：客户对电子银行交叉销售和追加销售的感知

目的：考虑到印度公共部门银行（PSB）客户的各种人口统计变量，本研究重点关注电子银行（eBanking）对客户交叉销售和追加销售感知的影响。设计/方法/方法：通过简单的随机抽样从692名受访者中收集数据。使用交叉表、频率和卡方检验对收集的数据进行分析。研究结果：研究发现，年龄组、年收入、资格、性别和职业等客户人口统计学影响变量会影响银行产品和服务的交叉销售和追加销售。实际影响/局限性：确定最具影响力的人口统计变量将有助于建立强大而有效的金融产品和服务的交叉销售和追加销售。独创性/价值：这项研究是对原始数据进行的，为理解客户人口统计对感知的影响提供了重要的分析和结果。结果表明，人口统计学变量影响印度PSB电子银行客户对交叉销售和追加销售的感知。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling