A PROJECT REPORT ON

CUSTOMER SATISFACTION CRITERIA FOR CREDIT CARDS

OBJECTIVES OF STUDY

THE GENERAL AWARENESS LEVEL OF CREDIT CARDS

WHAT ARE THE ADVANTAGES AND DISADVANTAGES OF CREDIT CARDS

THE CONSUMER BEHAVIOR IN CREDIT CARDS AND DECISION MAKING PROCESS

WHAT ARE THE USES OF CREDIT CARD

OBJECTIVES OF STUDY

WHAT ARE THE THINGS THAT A CONSUMER NEEDS TO LOOK FOR IN A CREDIT CARD BEFORE DECIDING TO PURCHASE IT?

WHAT ROLE DOES BRAND PLAY?

OTHER RELATED ISSUES.

RESEARCH METHODOLOGY

Nature of research Descriptive

Research approach Sample survey

Method of research Questionnaire

Research instrument Random sampling

Sample size 100

Sources of data Primary and secondary data

Primary data:

The primary data are those which are collected fresh and for the first time, and thus happen to be original in character.

Here primary data collection through discussion with the different respondents using questionnaire and telephonic survey.

Secondary data:

The secondary data are those which have already been collected by someone else and which have already been passed through the

statistical process.

For the secondary data ,made access of the intranet site of the company. Also the regular website of the company was also used.

DATA ANALYSIS You think promise made by Credit Card Company is fulfilled.

 

1.Strongly agree 4

2.Somewhat agree 8

3.Neither agree - nor disagree 33

4.Somewhat disagree 48

5.Strongly disagree 7

 

0

20

40

60

DATA ANALYSIS

You like to recommend your credit card to other 1.Strongly agree 14

2.Somewhat agree 16

3.Neither agree-nor disagree 20

4.Somewhat disagree 39

5.Strongly disagree 11

strongly agreesomewhat agreeniether agree nor disagreesomewhat disagreestrongly disagree

DATA ANALYSIS

You feel taking credit card was a good decision

1.Strongly agree 13

2.Somewhat agree 26

3.Neither agree-Nor disagree 27

4.Somewhat disagree 24

5.Strongly disagree 10

strongly agree

somewhat agree

niether agree or disagree

somewhat disagree

strongly disagree

0

5

10

15

20

25

30

DATA ANALYSIS Which factors influenced you most to buy credit card

1.Price 11

2.Presentation of sales man 13

3.Free credit period 7

4.Teachers 6

5.Insurance cover 18

6.Cash withdrawal 11

7.Add on card 7

8.Reference group 20

9.Any other 7

0

5

10

15

20

DATA ANALYSIS

From where did you come to know about your credit card?

1.Salesman 36

2.TV 11

3.Newspaper 9

4.Bill board 8

5.Reference group 28

6.Any other 8

sale

sman TV

Newsp

aper

Bill

boar

d

refe

renc

e gr

oup

any

othe

r0

10

20

30

40

DATA ANALYSIS

Do you feel services provided by credit card are according to your expectations?

1. Yes 23

2. No 77

YesNo

DATA ANALYSIS

Do you thick interest rate charged by credit card companies is reasonable?

1. Yes 6

2. No 94

YesNo

DATA ANALYSIS

After taking credit card is there any increase in your expenditure?

1. Yes 73

2. No 27

YesNo

FINDINGS

Consumer’s disagreement Customers unsatisfied with credit card

services Consumer opinion is spread evenly Creating brand awareness No major product differentiation Expectations of customers Increase in the expenditure of people

CONCLUSION

Credit card industry - nascent phase Acceptability of credit cards is limited Aggressive marketing Vs Value centric

marketing Retain the customers Vs broadening

customer’s base Credit Card is at declining phase in India

RECOMMENDATIONS

Company should do advertisement through various channels

price & quality factor satisfaction survey - satisfaction level price should be kept low company’s awareness is low

QUESTIONNAIRE

You think promise made by Credit Card Company is fulfilled.1.Strongly agree 2.Somewhat agree 3.Neither agree - nor disagree 4.Somewhat disagree5.Strongly disagree

You like to recommend your credit card to other 1.Strongly agree 2.Somewhat agree 3.Neither agree-nor disagree 4.Somewhat disagree 5.Strongly disagree

QUESTIONNAIRE

Would you like to switch over to another company’s credit card 1.Yes 2.No Do you feel services provided by credit card are according to your

expectations? 1.Yes 2.No Do you thick interest rate charged by credit card companies is

reasonable? 1.Yes 2.No After taking credit card is there any increase in your expenditure? 1.Yes 2.No Do you feel credit card industry is a sinking boat in Indian context 1.Yes 2.No