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 DISADVAN
TAGES 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 DE
CIDING TO PURCHASE IT? WHAT ROLE DOES BRAND PLAY? OTHER RELATED ISSUES.

RESEARCH METHODOLOGY
Nature of research Research approach Method of research Research instrument Samp
le size Sources of data
qPrimary data: The primary data are those which are collected fresh and for the f
irst time, and thus happen to be original in character. Here primary data collect
ion through discussion with the different respondents using questionnaire and te
lephonic survey. q Secondary data: The secondary data are those which have alread
y 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.
Descriptive Sample survey Questionnaire Random sampling 100 Primary and secondar
y data

DATA ANALYSIS

You think promise made by Credit Card Company is fulfilled.

4 8 33 48 7
1.Strongly agree 2.Somewhat agree 4.Somewhat disagree 5.Strongly disagree

3.Neither agree - nor disagree

DATA ANALYSIS

You like to recommend your credit card to other

14 16 20 39 11
1.Strongly agree 2.Somewhat agree 3.Neither agree-nor disagree 4.Somewhat disagr
ee 5.Strongly disagree

DATA ANALYSIS

You feel taking credit card was a good decision

13 26 27 24 10
1.Strongly agree 2.Somewhat agree 3.Neither agree-Nor disagree 4.Somewhat disagr
ee 5.Strongly disagree

DATA ANALYSIS

Which factors influenced you most to buy credit card

11 13 7 6 18 11 7 20 7
1.Price 3.Free credit period 4.Teachers 5.Insurance cover 6.Cash withdrawal 7.Ad
d on card 8.Reference group 9.Any other

2.Presentation of sales man

DATA ANALYSIS

From where did you come to know about your credit card?
36 11 9 8 28 8
1.Salesman 2.TV 3.Newspaper 4.Bill board 5.Reference group 6.Any other

DATA ANALYSIS

Do you feel services provided by credit card are according to your expectations?
1. Yes 2. No 23 77

DATA ANALYSIS
Do you thick interest rate charged by credit card companies is reasonable? 6 94
1. Yes 2. No

DATA ANALYSIS

After taking credit card is there any increase in your expenditure? 73 27

1. Yes 2. No

FINDINGS

Consumers disagreement Customers unsatisfied with credit card services Consumer o

pinion is spread evenly Creating brand awareness No major product differentiatio
n Expectations of customers Increase in the expenditure of people

CONCLUSION

Credit card industry - nascent phase Acceptability of credit cards is limited Ag

gressive marketing Vs Value centric marketing Retain the customers Vs broadening
customers 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 companys awaren
ess 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 disa
gree 5.Strongly disagree 1.Strongly agree 2.Somewhat agree 3.Neither agree-nor d
isagree 4.Somewhat disagree 5.Strongly disagree

You like to recommend your credit card to other

QUESTIONNAIRE

Would you like to switch over to another companys credit card 1.Yes 2.No Do you f
eel 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