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ON
CUSTOMER SATISFACTION
CRITERIA
FOR CREDIT CARDS
OBJECTIVES OF STUDY
THE GENERAL AWARENESS LEVEL OF CREDIT CARDS
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
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