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
qPrimary data:
ØThe primary data are those which are collected fresh and for the first time, and thus happen to be original in character.
ØHere primary data collection through discussion with the different respondents using questionnaire and telephonic survey.
q Secondary data:
ØThe secondary data are those which have already been collected by someone else and which have already been passed through the
statistical process.
ØFor 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
 



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

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

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

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

DATA ANALYSIS
 Do you feel services provided by credit card are according to your expectations?
 1. Yes 23
 2. No 77

DATA ANALYSIS
 Do you thick interest rate charged by credit card companies is reasonable?
1. Yes 6
2. No 94

DATA ANALYSIS
 After taking credit card is there any increase in your expenditure?
1. Yes
 73
2. No
 27
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 disagree
 5.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