Influence of Demographics on Employees’ Perception for Cross-Selling and Up-Selling of eBanking Services

Neha Gupta
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Neha Gupta: K. J. Somaiya Institute of Management Studies & Research, Mumbai, India

Economics and Applied Informatics, 2018, issue 1, 54-60

Abstract: The purpose of the study is to understand the influence of demographic variables on employee’s perception for cross-selling of banking products and services for Indian Public Sector Banks. The demographic variables such as respondent’s age, qualification and annual income have been studied in relation to the customers’ buying pattern through cross-selling and up-selling for banking products and services. The size of the sample was of 810 respondents. The results reveal that the technology has high impact on customers buying pattern for banking products and service. 82.3% respondents found information about bank’s products and services while surfing from one page to another on bank’s website. 42% respondents received the information about bank’s products and services in reply messages. The age group 26 to 59 years is majorly stimulated by Cross-selling and up-selling. The study found that identification of influence of demographic variables will enable the banks to provide customized offerings to right and potential customers. The results are based on SPSS analysis using cross-tabs and Chi-square testing

Keywords: Demographics; Buying Pattern; eBanking; Cross-selling; Up-selling (search for similar items in EconPapers)
Date: 2018
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