Published Paper Details:

The patterns of the supply chain are shifting as a result of innovations in the digital arena and entrepreneurial endeavours, and customers of all ages and generations are being forced to use digital technologies. The purpose of the study is to investigate the digital disruptions that have been imposed on the lives of members of generation X and to determine the modes of purchase and payment that are now preferred by customers of a large PSU bank in India. A comparison is made between the during and after first wave survey and the preceding literature in order to determine whether or not the behaviour of consumers and their preferences about modes of purchase and payment have changed considerably or have changed at all. People of the poor and middle-middle classes in India, particularly members of generation X and baby boomer generations who live in smaller towns and have more faith in public sector banks than in private sector banks, are most likely to choose this bank. Even though there were some subtle changes in consumers' preferences, we found that these alterations cannot be considered a long-term shift in behaviour and are subject to change as brick-and-mortar establishments resume regular operations.