CHAPTER V

COMPARATIVE ANALYSIS OF SBI AND

ICICI CREDIT CARDS

5.1 INTRODUCTION

Comparative analysis is immensely important to evaluate and identify the performance

of an individual bank with other bank. The pros one bank and cons of another bank are
evaluated and causes and consequences are clicitcd. I'he reasons thcrcofcithcr for improving
the performance can be emulated for increasing the strategies for dcvelopment of the bank.
5.2 COMPARATIVE ANA1,YSIS

The data of both SBI and ICICl have been computed with Independcnt sample t-tests,
One-way ANOVA, Correlations and Chi-Square analysis and the rcsults have bccn presented
below.

5.2.1 SBt AND IClCl CREDIT CARDS

5.2.1.1 <Pverall satisfaction and Awareness Score on Schemes of SBI and lCICl

Thu overall satisfaction as well as awareness score on schemes offered by SBl and
IClCI has been compared by computing independent sample t-test and the results arc
presented in the table 5.1.

Table 5.1
Overall satisfaction and Awareness Score on Schemes of SBI and lC1C;l
Summary of Independcnt Sample t-tests

Name of the Std.

Variables N Mean
bank Deviation
I I I I I I

Overall 1 lCICI 1 150 1 8.6133 1 2.02596 ] 2.988** 1 0.003

I satisfaction ISB~
I
/
I
I50 /
I
7.9733
I
1.66668 1
I
I

I
Awareness , 1 ICICl 1 150 1 3.2600 1 .70881 1 3.607** 1 0.000
score on
SBI 150 2.9533 .76269
schemes
Overall satisfaction

The table presents that the standard deviation in overall satisfaction is higher in ICICI
compared to SBI as the mean is higher in ICICI compared to SBI. But the t value is
significant at 1 per cent level and hence it can be inferred that there is significant difference
in the overall satisfaction between ICICI and SBI. The overall satisfaction is higher in lClCl
compared to that of SBI.
Awareness score on schemes

The table presents that the standard dc\iation in ovrrall satisfaction is higher in SBI
compared to that of ICICL. But the t value is significant at 1 per cent level and hence it can
be inferred that there is significant difference in the overall satisfaction between lClC1 and
SBI. Awareness score on schemes offered by SRI and lCICl The overall satisfaction is
higher in ICICI compared to that of SBI.

The correlation analysis has been computed between Ovcrall satisfaction and
Awareness score on schemes and the results arc presented in the table 5.2,

Table 5.2
Correlations Overall satisfaction and Awareness score on schemes

Awareness score
Overall satisfaction
on schemes
-- -- .-- ----
Pearson Correlation 1 -0.193(**)
Awareness score
p-value 0.001

I on schemes
I
I
N
Pearson Correlation
I
I
I
300
-0.193(**)
I
I .-
300
I -1
Overall
satisfaction
I I
** Correlation is significant at the 0.01 level (?-tailed).
The correlation shows that there negative but significant correlation at 1 per cent level
of significance between overall satisfaction and awareness score on schemes. It shows that
there is negative relationship and overall satisfaction and awareness score on schemes are
inversely proportion to each other. The overall satisfaction increases awareness score on
schemes decreases.
5.2.1.2 Age and Overall satisfaction on credit cards

The summary results of One-way ANOVA for overall satisfaction on credit cards by age
has been presented in the table 5.3.
Table 5.3
Age and Overall satisfaction on credit cards

1 N 1 Mean 1 Std. Deviation F-value

-- ---
p-value

less than 25 yrs 22 7.909 1 2.59870

25 - 35 yrs 128 8.0781 1.83839
- -- --
35 - 45 yrs 88 8.5455 1.78054 1.696
More than 45 yrs 62 8.5161 1.77174
Total 300 8.2933 1.87947

The mean is lowest in the age group of less than 25 years and highest in the age group
of 35-45 years whereas the standard deviation is lowest in more than 45 years c.f age and
highest in the age group of less than 25 years of age respondents. The One-way ANOVA
results indicate that the f value is signrficant at 5 per cent level and hence it can be inferred
that age influences the overall satisfaction on credit cards.

5.2.1.3 Education and Overall satisfaction on credit cards

The results of summary of One-way ANOVA for Overall satisfaction on credit cards
by education have been presented in the table 5.4.

Table 5.4
Education and Overall satisfaction on credit cards

Education N Mean Std. Deviation F-value p-value

Graduate 150 8.2733 1.73745

Post - Graduate 138 8.3696 1.95973
0.788 0.456
Doctorate 12 7.6667 2.60536
Total 300 8.2933 1.87947
 The mean is the lowest in doctorates and the highest in post-graduates whereas standard
deviation is the highest in doctorates and the lowest in graduates. The One-way ANOVA
results indicate that the f value is significant at 5 per cent level and hence it can be inferred
that education influences the overall satisfaction on credit cards.
5.2.1.4 Occupation and Overall satisfaction on credit cards
The results of summary of One-way ANOVA for Overall satisfaction on credit cards by
occupation have been presented in the table 5.5.
Table 5.5
Occupation and Overall satisfaction on credit cards
Occupation N Mean Std. Deviation F-value p-value

Self- Employed 43 7.2326 1.94981

Salaried 253 8.4466 1.79785
- 9.895** 0.000
Others 4 10.0000 2.30940
Total 300 8.2933 1.87947

The mcan is lowest in self-employed employees and highest in others while standard
deviation is lowest in salaried employees and highest in others. l'he One-way ANOVA
results indicate that the f value is significant at 1 per cent level and hence it can be infcrrcd
that occupation strongly influences the overall satisfaction on credit cards.
5.2.1.5 Annual income and Overall satisfaction on credit cards

The results of summary of One-way ANOVA for Overall satisfaction on credit cards
by annual income have been presented in the table 5.6.

Table 5.6
Annual income and Overall satisfaction on credit cards

Annual income ' N Mean Std. Deviation F-value p-value

Rs.50,000 - Rs.1,00,000 15 7.0667 ,88372

Rs.1,00,001 - Rs.2,00,000 116 8.7500 1.80759

Rs.2,00,001 - Rs.3,00,000 149 8.2550 1.96302 9.040** 0.000

More than Rs.5,00,000 20 6.8500 .74516

Total 300 8.2933 1.87947
 The mean is lowest in the respondents of the annual income of more than Rs. 5,00,000
and highest in Rs.1,00,001 - Rs.2,00,000 whereas the standard deviation is lowest in more
than Rs.5,00,000 and highest in ~s.2,00,001 - Rs.3,00,000. The One-way ANOVA results
indicate that the f value is significant at 1 per cent level and hence it can he inferred that
annual income strongly influences the overall satisfaction on credit cards.

5.2.1.6 Level of overall satisfaction on Credit cards

The information on the level of overall satisfaction on credit cards between ICICI and
SBI has been collected and computed with Chi-square and thc results are presented in the
table 5.7.
I'ablc 5.7
Level of overall satisfaction on Credit cards

Chi-square value 1 p-value I Level of overall satisfaction on

Credit cards
-
2.683 0.261 Low Moderate High
-- - --- - -. - - - --
.. -
56 23 71 150
lCICI
37.3% 15.3% 47.3% 100.0%
Name of the bank - - . --
53 34 63 1 50
SBI
35.3% 22.7% 42.0% 100.0%
109 57 134 300
Total - - --

I 1 36.3% 1 19.0% 1 44.7% 1 100.0% 1

The table shows that 109 respondents (36.3 %) have low level of overall satisfaction
on credit cards, 57 respondents (19 %) have moderate level of overall satisfaction on credit
cards and 134 respondents (44.7 %) have high level of overall satisfaction on credit cards.
The respondents of the ICICI have derived high satisfaction compared to that of their
counterparts of SBI. The level of overall satisfaction of the respondents on credit: cards is
high in ICICI than that of SBI. The results of Chi-square analysis indicate that the Chi-square
value is insignificant and infers that there is no difference in level of overall satisfaction on
credit cards between the respondents of ICICI and SBI.
5.2.1.7 Level of awareness on schemes

The information on the level of awareness on schemes between ICICI and SBI has
been collected and computed with Chi-square and the results are presented in the table 5.8.
282
 Table 5.8
Level of awareness on schemes

-quare value I v-value I Level of awareness on schemes I

-
t 7.189**
I
I
0.007
I
Low
88
High
62
Total

150
I
IClCl
58.7% 41.3% 100.0%
Name of the bank
110. 40 150

1 I

I
Total 198 /. 1.-
-.

I
102

-_/1
The table shows that 198 respondents (66 %) have lcvcl of awareness on schemes and
102 respondents (34 %) have high level of awareness on schemes. The respondents of the
IClCI have level of awareness on schemes compared to that of their counterparts of SBI. The
level of the awareness of the respondent!; on schemes is high in lClCI than SB1. Thc results
of Chi-square analysis indicate that the Chi-square value is significant at 1 per cent Ivvel and
infers that there is significant difference in level of awareness on schemes between the
respondents of IClCl and SRI.
5.2.1.8 Experiencing difficulty with credit card transactions

The information on experiencing difficulty with credit card transactions between

IClCI and SBI has been collected and computed with Chi-square and the results are presented
in the table 5.9.
Table 5.9
Experiencing difficulty with credit card transactions

Chi-square Experiencing difficulty with

p-value
value credit card transactions Total
4.55* 0.033 Yes No
19 13 1 150
ICICI
12.7% 87.3% 100.0%
Name of the bank
33 117 150
SBI
22.0% 78.0% 100.0%
52 248 300
Total
17.3% 82.7% 100.0%

283
 The table shows that 52 respondents (1 7.3 %) have experienced difficulty with credit
card transactions and 248 respondents (34 %) did not experience 'difficulty with credit card
transactions. The respondents of the SBI have experienced difficulty with credit card
transactions compared to their counterparts of ICICI. Majority of the respondents of ICICI
experienced difficulties with credit cards transaction. The results of Chi-square analysis
indicate that the Chi-square value is significant at 5 per cent level and infers that there is
significant difference experiencing difficulty by the respondents with credit card t.ransactions
between lClCI and SBI.

5.2.2 Merchants data

5.2.2.1 Conditions imposed by the hank in enrolling

The information on conditions imposed by the bank in enrolling have been collected and
computed with Chi-square and the results are presented in the table 5.10.
Table 5.10
Conditions imposed by the bank in enrolling

Chi-square
p-value Conditions imposed by the bank in enrolling
value
-- .- -
-. -- .- - Total
Very
47.64** 0.000 Stringent ~asy
Stringent Easy
0 18 109 23 150
ICICI -
0.0% 12.0% 72.7% 15.3% "-'TE0.0%
Bank . --
1 59 90 0 150
SBI
0.7% 39.3% 60.0% 0.0% 100.0%
1 77 199 23 300
Total
0.3% 25.7% 66.3% 7.7% 100.0%

The table shows that 77 respondents (25.7 %) opined that the conditions imposed by
the bank in enrolling are stringent, 199 respondents (66.3 %) opined that the conditions
imposed by the bank in enrolling are easy and 23 respondents (7.7 %) opined that the
conditions imposed by the bank in enrolling are very easy. The respondents of the IClCl
opined that the conditions imposed by the bank in enrolling are easy compared to their
counterparts of SBI. The IClCl imposed many conditions in enrolling compared to SBI. The
results of Chi-square analysis indicate that the Chi-square value is significant at 1 per cent
level and infers that there is significant difference in opinion on conditions imposed by the
bank between ICICI and SBI.

5.2.2.2 Time taken to get the authorization

The information on time taken to get the authorization has heen collected and computed
with Chi-square and the results are presented in the table 5.1 I .

Table 5.1 1
Time taken to get the authorization

I Chi-square value I p-value I Time taken to get the authorization 1-r

-

I
55.96**
I
1 0.000 1 instantaneous I Less than 30 seconds
Total
1

Total
38.3% 61.7'Yo 100.0%

The table shows that 115 respondents (25.7 %) opined that the time taken to get the
authorization is instantaneous and 185 respondents (61.7 %) opined that the time taken to get
the authorization is less than 30 seconds. The respondents of the SBI opined that the time
taken to get the authorization is less than 30 seconds compared to their counterparts of ICICI.
The time taken to get the authorization is very lcss in SBI compared to ICICI. Thc results of
Chi-square analysis indicate that the Chi-square value is significant at 1 per cent level and
infers that there is significant difference in opinion on that the time taken to get the
authorization by the bank between IClCl and SBI.

5.2.2.3 Time taken for settlement

The information on time taken for settlement has been coilected and computed with Chi-
square and the results are presented in the table 5.12.
 Table 5.12
Time taken for settlement

I Chi-square value 1I p-value II Time taken for settlement 1

- Total
38.34** 0.000 One day Less than 3 days
150 0 150
ICICl
100.0% 0.0% 100.0%
Bank -. ..--.
116 34 1 SO
SBI
77.3% 22.7% 100.0%
I ..

Total
I I I I
The table shows that 266 respondents (88.7 %) opined that the timc taken for
settlement is one day and 34 respondents (61.7 %) opined that the time taken for settlement is
less than 3 days. The respondents of the SBI and ICICI opined that the time taken for
settlement is one day. The time take for settlement is within a day in IClCI compared to SBI
wherein it takes ever more than one day to 3 days. The results of Chi-square analysis indicatc
that the Chi-square value is significant at 1 per cent level and infers that thc opinion on that
the opined that the time taken for settlement is onc day is highly significant.
5.2.2.4 Minimum business target given by the Bank
The information on minimum business target given by the bank has been collected and
computed with Chi-square and the rcsults are presented in the table 5.13.
Table 5.13
Minimum business target given by the Bank
-
Chi-square Minimum business target
p-value
value given by the Bank
Total
More than
1.997 0.368 Rs.50,000 Rs. 1,00,000
Rs. 1,00,000
66 61 23 150
ICICI
44.0% 40.7% 15.3% 100.0%
Bank
58 60 32 150
SBI
38.7% 40.0% 21.3% 100.0%
124 121 55 300
Total
41.3% 40.3% 18.3% 10.0%
 The table shows that 124 respondents (4 1.3 %) opined that minimum business target
given by the bank is up to Rs.50, 000, 121 respondents (40.3 %) opined that minimum
business target given by the bank is up to Rs.1. 00.000 and 55 respondents (18.3 %) opined
that minimum business target given by the bank is more than Rs.1, 00,000. SBI has given
minimum business target of more than Rs.1, 00,000 compared to ICICI. The results of Chi-
square analysis indicate that the Chi-square value is insignificant and infers that the minimum
business target given by the bank is not significant.

5.2.2.5 Experiencing difficulty through EDC machine transaction

The information on experiencing difficulty through EDC machine transactions

between IC'ICI and SBI has beon collcctod and computed with Chi-square and thc results arc
presented in the table 5.14.

Table 5.14
Experiencing difficulty through EDC machine transaction

-1
Experiencing facing difficulty
through EDC machine transaction Total
No
--- -- -- -- - -- --- -
132-- - .- 18 150
ICICl
88.0% 12.0% 100.0%
Bank
85 65 150
SBI
56.7% 43 3% 100.0%
- -
217 83 300
Total
72.3% 27.7% 100.0%

The table shows that 217 respondents (17.3 %) have cxpcrienced difficulty through
EDC machine transactions and 83 respondents (27.7 %) did not experience any difficulty
through EDC machine transactions. The majority of the respondents of both the SBI and
ICICI have experienced difficulty through EDC machine transactions. It shows that both the
banks process of transaction is difficult. But the difficulty is rather high in lCICl as majority
of the respondents experienced difficulty through EDC machine transactions. Ihe ICICI
should liberalize EDC machine transactions. The results of Chi-square analysis indicate that
the Chi-square value is significant at 1 per cent level and infers that the respondents of ICICl
and SBI experiencing difficulty through EDC machine transactions is very significant.

5.2.2.6 Frequency of getting transaction statement

The information on frequency of getting transaction statement between iCICl and SBI
has been collected and computed with Chi-square and the results are presented in the table
5.15.
Table 5.15
Frequency of gtting transaction statement

II II
Frequency of gtting
Chi-square value p-value
transaction statement
166.32** 0.000 Daily I Weekly 1-~onthly] 1
43 64 43 150
ICICI
28.7% 42.7% 28.7% 100.0%
Rank
0 0 1 50 150
SBI
O.OO/u 0.0% 100.0% 100.0%
43 64
Total
14.3% 21.3%

The tablc shows that 43 respondents (14.3 %) have opined that the frequency of'
getting transaction statement is daily. 64 respondents (21.3 %) have opined that the frequency
of getting transaction statement is weekly and 193 respondents (64.3 %) have opined that the
frequency of getting transaction statement is monthly. All the respondents of both the SBI get
transaction statements monthly whereas majority of the respondents of ICICI have opined
that the frequency of getting transaction statement is daily and weekly. It is concluded that it
is ideal to issue monthly transaction bills like SBI for payment. The results of Chi-square
analysis indicate that the chi-square value is significant at 1 per cent level and infers that the
respondents of the respondents of both ICICI and SBI that the frequency of getting
transaction statement is monthly is very significant.
5.2.2.7 Making enquiry on phone to get some clarification from the merchant service
division

The information on whether the respondents are making enquiry on phone to get some
clarification from the merchant service division has been elicited and computed with Chi-
square analysis and the results are presented in the table 5.16.
Table 5.16
Making enquiry on phone to get some clarification fiom the merchant service division

Making enquiry on phone to get

Chi-square
p-value some clarification from the merchant
value Total
sewice division
-- -- - - - -
.. -- -
220.23** 0.000 Yes No
23 127 150
ICICI
15.3% 84.7% 100.0%
Bank
150 0 150
SBI
100.00/0 0.0% 100.0%
173 127
Total
57.7% 42.3%

The table shows that all the respondents of SBI (100 %) and 23 respondents of ICICl
(1 5.3 %) made an enquiry on phone to get some clarification from the merchant/ Majority of
the respondents of lClCl did not make enquiry on phone to gct some clarification from the
merchant service division call. Above all 173 respondents made and 127 respondents did not
make Making enquiry on phone to get some clarification from the merchant service division.
Since all the merchant respondents are making enquiring the merchant service division of the
SBI, it should liberalize the transaction process. The chi-square value is significant at 1 per
cent level and it can be inferred that there is significant in making enquiry on phone to get
some clarification from the merchant service division between IClCl and SBI is very
significant.

5.2.2.8 Satisfaction regarding service charge

The information on satisfaction of the respondents of the both banks regarding service
charge has been elicited and computed with Chi-square analysis and the results are presented
in the table 5.17.
289
 Table 5.17
Satisfaction regarding service charge

The table explains that 53 respondents (17.7 %) extreniely satisfied regarding service
charge, 170 respondents (56.7 %) neither satisfied nor dissatisfied regarding service charye
and 77 respondents (25.7 %) dissatisfied regarding service charge. Among the extremely
satisfied respondents majority of them belo~!g to SI31. among the neither satisfied nor
dissatisfied and dissatisfied respondents majority of them belong to ICICI. Majority of the
respondents of SBI (22 %) extremely satisfied regarding service charge as well four numbers
of respondents in SBI compared to IClCl opined neither satisfied or dissatisfied and
dissatisfied. Hence the respondents' satisfaction regarding service charge is higher in SBI
than that of the ICICI. The Chi-square value is ins~gnificantand hcncc it can he inferred that
there is difference in Satisfaction regarding service charge between lCICl and SBI.