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    Vivek Kumar
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    This document discusses the theoretical framework and hypotheses development for analyzing factors that influence customer satisfaction with HDFC Bank credit cards in India. It identifies interest rates, how credit cards work, and benefits as independent variables, and transaction steps and exclusive features as moderating variables, with customer satisfaction and performance as the dependent variable. Two hypotheses are developed: 1) that changes in interest rates will impact customer satisfaction and performance, and 2) that easier transaction steps will positively influence how credit cards work and overall performance.

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    This document discusses the theoretical framework and hypotheses development for analyzing factors that influence customer satisfaction with HDFC Bank credit cards in India. It identifies interest rates, how credit cards work, and benefits as independent variables, and transaction steps and exclusive features as moderating variables, with customer satisfaction and performance as the dependent variable. Two hypotheses are developed: 1) that changes in interest rates will impact customer satisfaction and performance, and 2) that easier transaction steps will positively influence how credit cards work and overall performance.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    7 views7 pages

    Business & Marketing Research

    Uploaded by

    Vivek Kumar
    This document discusses the theoretical framework and hypotheses development for analyzing factors that influence customer satisfaction with HDFC Bank credit cards in India. It identifies interest rates, how credit cards work, and benefits as independent variables, and transaction steps and exclusive features as moderating variables, with customer satisfaction and performance as the dependent variable. Two hypotheses are developed: 1) that changes in interest rates will impact customer satisfaction and performance, and 2) that easier transaction steps will positively influence how credit cards work and overall performance.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 7

    Business & Marketing Research

    Theoretical Framework & Hypotheses Development


    Theoretical framework & Hypotheses Development of working
    of credit card in HDFC Bank

    Agenda
    Dependent Variable
    Independent Variable
    Moderating Variable
    Theoretical Framework
    Hypotheses Development
    VARIABLES
    Dependent Variable
    Customer Satisfaction & Performance

    Independent Variable
    Interest Rate
    Working of Credit Card
    Prime lending rate
    Repo rate
    Reverse repo rate
    Benefits

    Moderating Variable
    Transaction step
    Exclusive Features
    Theoretical Framework
    Prime Leading
    rate Customer
    Satisfaction
    Repo rate Interest Rate & Overall
    Reverse repo performance
    rate Working of Credit
    Card
    Dependent Variable
    Benefits

    Independent Variable Transaction


    Steps

    Moderating Variable

    Exclusive
    Features
    Hypotheses Development
    Ho : There is no relationship between interest rate and
    customer satisfaction.
    H1 : If interest rate changes then over all performance as
    well as customer satisfaction will also change.

    H0: There is no association between working of credit card

    and customer satisfaction.


    H1 : Transaction Step has a positive effect on the working of

    credit card and overall performance .


    Sources
    Thank you

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