Demographic Dividend and Customer Satisfaction of Banks in India

Age is a demographic factor. India has a closer relationship to this factor. Her population is younger. This gives her edge over other countries. However, with changing demographic situation, have banks changed the way they serve these younger generation? This study aims to answer this question. Banks were introduced to serve the marginalized in the post-independence era. However, with changing dynamics, banks are facing an issue of catering to a segment that is not marginalized but comprises a major chunk of the Indian society. Their aspirations and dreams are different. The way they perceive customer satisfaction is different than the past generations. Hence, it is imperative for banks to do a self-assessment and see where they stand in the whole spectrum of serving the youths.