Académique Documents
Professionnel Documents
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SUBMITTED BY
THARIK AJEES. M
REG NO: 2016153061
ASSISTANT PROFESSOR
DEPARTMENT OF BUSINESS ADMINISTRATION
SYED HAMEEDHA ARTS AND SCIENCE COLLEGE
UGC2(F) & 12(B) APPROVED & ACCREDITED WITH ‘B’ GRADE BY NAAC
CERTIFICATE
This is certificate that is project report titled “A STUDY ON DEBIT CARD USERS IN
INDIAN BANK WITH SPECIAL REFERENCE TO KILAKARAIBonafide Work of
THARIK AJEES. M, REG NO:2016153061 carried out the project under my supervision
certificated further, that the best of knowledge the work reported here in does not form part of
any other project report or dissertation, on the basis of which a degree or award was conferred on
earlier to other candidate
DECLARATION
DATE :
PLACE : THARIK AJEES.M
ACKNOWLEDGEMENT
ACKNOWLEDGEMENT
Nothing is achieved without the profound blessing of the almighty, the omniscient and
the most benevolent. I am grateful to him, because he has always been steering me to the shore
of fulfilment under his protective wings
I would like to convey from the depth of my heart gratitude to my parents and friends
who have been always the source of inspiration in my all endeavours
THARIK AJEES.M
CONTENTS
CONTENTS
1. I 1.1 INTRODUCTION
5. V 5.1 FINDNGS
5.2 SUGGESTION
5.3 CONCLUSION
BIBLOGRAPHY
ANNEXURE
LIST OF TABLES
LIST OF TABLES
TABLE
NO.
SL.NO LIST OF TABLES PAGE NO.
GENDER OF RESPONDENTS
1. 4.1
AGE OF RESPONDENTS
2. 4.2
EDUCATIONAL QUALIFICATION OF
3. 4.3
RESPONDENTS
OCCUPATION OF RESPONDENTS
4. 4.4
INCOME OF RESPONDENTS
5. 4.5
CHART
NO.
SL.NO LIST OF CHART PAGE NO.
RESPONDENTS OF GENDER
1. 4.1
RESPONDENTS OF AGE
2. 4.2
RESPONDENTS OF EDUCATIONAL
3. 4.3
QUALIFICATION
RESPONDENTS OF OCCUPATION
4. 4.4
INCOME OF RESPONDENTS
5. 4.5
1.1 INTRODUCTION
MEANING OF BANK:
A bank is an institution which accepts deposits from the general public and extends loan
to the householder, the firms and government. Banks are those institution which operates in
money. Thus they are money traders with the process of development functions of banks are also
increasing and diversifying now , the banks are not nearly the traders of money they also create
credit. Their activities are increased and diversifying. Hence it is very difficult to give a
universally acceptable meaning of bank.
DEFINITION OF BANK:
“Indian banking regulation act 1949 section 5 (1) (b) of the banking regulation 1949
banking Is defined as Accepting for the purpose of landing of investment of deposits of money
from public repayable on demand for otherwise and withdraw able by cheques, drafts order or
otherwise. Bank means a bench or table for changing money”.
_GREEK HSTORY
_OXFORD DICTIONARY
“Bank is an institution which traders in money. Establishment for money also for making
loans and discount and facilitating the transmission of remittances from one place to another”.
_WESTERN, SDICTIONARY
“Bank means the place that money is kept safely, open an account with any bank and
make transaction with that bank is simply called as bank”.
_DICTIONARY
_PRO.KINELY
“A bank is defined as a person who carries on the business of banking which specified on
conducting current accounts for his customers, paycheques drawn on him collecting for his
customer”.
_ENGLISH COMMONLAW
“Bank as institution which collects money from those who t to spare or who are saving it
out of their income and lends out to those who required it”.
_PROF.CROWTHERS
“A banker s one who is the ordinary course of his business honours drawn upon him by
person from and for whom he receives money on current account”.
_DR.H.L HERT
ORGIN OF THE BANK:
Uniformity amongst the economist about the origin of the word bank according to some
authors the word bank itself is derived from the word banks or banquet that is a bench. The early
bankers the Jews in Lombardy ,transacted their business on benches in the market place , when a
banker failed , his banco was broken up by the people it was called bankrupt this etymology s
however ridiculed by method on the ground that the Italian money changers as such were never
called bencher n the middle ages. It is generally sad that the wordbank has been originated in
Italy .In the middle of 12 the century there was a great financial citizen Italy due to war .To meet
the war expenses the government of the period a forced subscribed loan on citizen of the country
at the interest of 5% per annum .Such loans were know as compare mint, etc. The most common
name was monte in Germany the word monte was named as bank or bank. According to some
writers, the word bank has been derived from the word banco which means a bench. The Jews
money lenders in Italy used to transacted their business setting on benches at different market
place .When any of them used to fail to meet his obligations, his banc or bench or bench would
be broken by the angry creditors .The word bank seems to be originated from broken banco since
the banking system has been originated from money lending business, it is rightly argued that the
word bank has been originated from the word bank .Whatever be the origin of the word. Bank as
professor ram Chandra road says it would be the history of banking in Europe from the middle
ages.
Today the word bank is used as a comprehensive term for a number of institutions
carrying on certain kinds of financial business. In practice the word bank means which borrows
money from the one class of people and again lends money to another class of people for interest
or profit. Actually meaning of bank is not specifies n any regulation or act.
In India different people have different type of meaning for bank. Normal salary earner
knows means of bank that is saving institution, for current accountholder or businessman knows
financial institutions and many other. Banks not for profit making. It creates saving activity in
salary earner.
HISTORY OF BANK:
The first bank was probably the religious temples of the ancient world .and were
probably established some times during third millennium. B.C. banks probably predated the
invention of money deposits initially consisted 0f grain and later other goods including cattle ,
agricultural implements and eventually precious metals such as gold in form of easy to carry
compressed plates were the safest place to store gold as they were constantly attended and well
built . There are extant records of loan from the 18th century .BC in Babylon that were made by
temple priest’s monks to merchants. By the time of Hammurabi code. Banking as well through
developed justifies the promulgation of laws governing banking operations. Ancient Greece
holds further evidence of banking .Greek temples as well as private and civic entitles conducted
financial transaction such as loans deposits currency exchange and validation of coinage. there is
evidence to money lender in one Greek part would write a credit note for the client a cold cash
the note in another city. Saving the client the danger of carting coinage with him on his journey
.pithiest who operated as a merchant banker through outsoars minor at the beginning of the 5th
century B.C. is the first individual banker of whom we have records. Many of the early bankers
in Greek city states were metrics or foreign residents the fourth century B.C saw increased use of
credit based banking in the Mediterranean world.InEgypt, from early times grain had been used
as a common from money in addition to precious metals, and state granaries functioned as banks
.when Egypt fell under the rule of a Greek dynasty, the Ptolemy’s (332_30B.C.) The numerous
scattered government granaries were transformed into a bank grain banks centralized in
Alexandria where the main accounts from all the state granary banks were recorded .this banking
network functioned as a trade credit system in which payments were affected by transfer from
one account to another without money pass in the third century B.C. the barren Aegean islands of
Delos, known for its magnificent harbor and famous temple of Apollo, become a prominent
banking center .as in Egypt cash transaction were replaced by real credit. Receipts and payments
were made based on simple instruction with account kept for each client .with the defeat of its
main rivals Carthage and Corinth by the romances the importance of
delosincreased.consequently it was natural that the bank of Delos should become the model most
closely imitate by the banks of Rome charging interest on loans and paying interest on deposits
become more highly developed and competitive .the development of roman banks was limited
,however .by the roman preference for cash transaction.
1.2 OBJECTIVES OF THE STUDY
The present study focus on the users of card holders towards debit cards
The study was designed to gain a better understanding of the factors influencing
possession of debit card and card holders satisfaction
The study also analyses the extend of utilization of the present study focus on the
perception of card holders towards debit card
The study was designed to gain better understanding of the factors influencing
possession of debit card and card holders satisfaction
The study also analyses the extend of utilization of debit card by card holders and
the level of awareness of bank customers not having debit card about such cards
Debit card by card holders and the level of awareness of bank customers not having
debit cards about such cards.
1.4. LIMITATION OF THE STUDY
Depending upon the objective of the study the research. I would be adopting the
descriptive research methodology.
DATA COLLECTION
1. PRIMARY DATA:
These data while be basically observed and recorded for the first time for my
dissertation work. The data will be collected through survey method by using the tool
questionnaire.
2. SECONDARY DATA:
SAMPLING DESIGN
All the above users availing scheme in kilakarai in my universe while the sample size is
100. The sample unit is individual. I would be taking the sample on my convenience.
The sample respondents will be curved out in 4 categories according to their type of
small business or profession for 6 banks
1.6 CHAPTER SCHEME
Chapter I consist of introduction. Objectives, of the study, scope of the study, limitation
of the study, research methodology and chapter Scheme.
Chapter II consists of company profile
Chapter III consists of Review of literature
Chapter IV consists of data analysis and interpretation
Chapter V consists of finding, suggestions, and conclusions.
CHAPTER – II
BANK PROFLE
CHAPTER –II
2.1BANK PROFILE:
Indian Bank is one of the oldest banks in India and its Headquarters in Chennai, The
Bank was founded by Annamalai and RamaswamiChettiar on 15th August 1907 as part of the
Swadeshi movement. After World War II, in 1960 the banking sector in India was consolidating
by the merger of weak private sector banks with the stronger ones. In 1960 the bank Acquired
Mannargudi Bank (founded 1932) and Salem Bank (Founded 1925).The bank was nationalized
along with 13 major commercial banks of India, on July 20, 1969 by the Government of India.
International presence
Overseas branches in Singapore, Colombo including a foreign currency banking unit at Colombo
and Jaffna
Under financial Inclusion Plan, Indian Bank has been allotted with 1523 villages with
population above 2000, all the 1523 villages have been provided with banking services as
on 30th September 2012 as below:
1425 villages though Smart card based Business Corresponded (Bc) model
53 villages through Brick and motor branches banking service Centres (BSCs)
45 villages through Mobile Branch/van
Pioneer in introducing self Help Groups and Financial Inclusion Project in the Country
Award winner for excellence in Agricultural lending from Honorable Union Minister for
Finance
Best performer Award for Micro-finance activities in Tamil Nadu and Union Territory of
Puducherry from NABARD
Established 45 specialized exclusive Microfinance branches called “Microsate” across
the country to cater the needs of urban poor through SHG(Self Help Group)/JLG(joint
Liability Group) concepts
A special Window for microfinance viz., Micro Credit kendras are functioning in 44
Rural/Semi Urban branches
Harnessing ICT( information and communication Technology) for Rural Development
and inclusive Banking.
Provision of technical assistance and project report In Agriculture to Entrepreneurs
through Agricultural Consultancy & Technical services(ACTS).
Shri T.M. Bhasin has assumed charge as Chairman & Managing Director of Indian Bank
on 1st April 2010
Prior to assuming charge as Chairman & Managing Director, he was Executive Director of
United Bank of India since 7th November 2007.
His brief Curriculam Vitae is as under:-
Joined Oriental Bank of Commerce (OBC) as Probationary Officer on 17th June, 1978, and
served in different capacities till 6th November, 2007, interalia :-.
General Manager, Regional Head in OBC’s largest flagship New Delhi Region, having
total business of Rs. 12,500 crore from October 2003 to March 2006 wherein Deposits,
Advances and Net Profit of the Region more than doubled in two and half years’ period
and NPAs were reduced to less than one third i.e. from Rs. 285 crore to Rs. 90 crore
during his tenure.At Head Office of OBC as General Manager/Dy. General Manager
(HRD); (Recovery & Law); Asstt. General Manager (IT) and Integrated (Domestic
&Forex) Treasury, Chief Manager, Corporate Loans, Planning & Development including
Priority Sector. Organisation and Methods, Central Accounts, General Administration,
Inspection & Control Departments etc., as Manager/Dy.ChiefManager.As General
Manager (IT &New Initiatives) at Head Office implemented 100% Core Banking
Software; Set up Three way Disaster Recovery and Business Continuity Process with
zero data loss; Looked after Marketing of Bancassurance, Mutual Fund and other
innovative products for augmenting Non-Interest Income.
Spearheaded and played key role in setting up Joint Venture Company for Life Insurance
in partnership of OBC with Canara Bank & HSBC (Insurance).
Successfully handled merger of erstwhile Global Trust Bank Ltd with OBC with sole-
responsibility for integration of technology platforms and product mapping.
OBC was declared “Zero NPA Bank” in September 2003, during the incumbencyGeneral
Manager (Recovery) & HR. Effected highest recoveries in New Delhi Region of Oriental
Bank of Commerce and settled highest number of 54 NPA cases involving Rs. 47 crore in
a LokAdalat at Delhi High Court in April, 2005 (Appreciation letter issued by Delhi High
Court Legal Aid Committee & Chairman and Managing Director of OBC).
Consequent upon due selection process by Government of India and Reserve Bank of
India, Shri T M Bhasin was selected and appointed as Executive Director in UNITED
BANK OF INDIA with effect from 7th November 2007.
Government of India appointed Shri T M Bhasin as Chairman and Managing Director of
Indian Bank with effect from 1st April 2010:
EDUCATIONAL&PROFESSIONALQUALIFICATIONS
of Shri T M Bhasin are as under:-
Accomplished research under C.H. Bhabha Research Scholarship Scheme of IBA 1999-2000 on
“E-Commerce in Indian Banking”.
SPECIAL ACHIEVEMENTS
As Honorary Secretary, IBA Delhi Chapter during August 2000 to November 2007
period coordinated and organized all major Banking Seminars, Bankers’ meets and other
events under the aegis of IBA at Delhi.
ShriBhasin is a member of various Boards and Governing bodies of reputed organizations such
as
Under the Chairmanship of Mr T M Bhasin, Indian Bank has received following Awards :-
Our Bank has attained the first rank and has been conferred with the coveted National
Award for Excellence in Lending to Micro Enterprises for FY 2012 on 3th April 2013 by
the Hon’ble President of India.
Received Operational Excellence Award for 2012 by NPCI on 14th December 2012.
Received Outlook Money Award for the Best Bank Category on 13th December 2012.
SKOCH Digital Inclusion Award 2012 for exemplary use of technology in Financial
Inclusion – received from Shri. NandanNilekani, Chairman, Unique Identification
Authority of India on 18th September 2012
IBA- Banking Technology Awards 2011 for best use of technology in Training and
eLearning (2nd Runner up) – received from Shri N R Narayana Murthy, Chairman,
Emeritus Infosys Ltd on 27th August 2012.
The Sunday Standard FINWIZ Award 2012 by New Indian Express for QUICKEST
TURNAROUND – received from ShriAnand Sharma, Hon’ble Union Minister for
Commerce and Industries on 20th August 2012.
SKOCH Challenger Award 2012 – Banking for outstanding contribution in providing
banking services to the unreached villages through various Financial Inclusion initiatives
– received from ShriMontek Singh Ahluwalia, Hon’ble Deputy Chairman, Planning
Commission in the presence of Dr C Rangarajan, Hon’ble Chairman, Economic Advisory
Council to the Prime Minister on 27th March 2012.
SKOCH Financial Inclusion Award – 2012 for completion of 100% Financial Inclusion
in UT of Puducherry – received from Dr C Rangarajan, Hon’ble Chairman, Economic
Advisory Council to the Prime Minister on 5th January 2012.
Outlook Money Awards 2011 for best Education Loan provider – received from
ShriMontek Singh Ahluwalia, Hon’ble Deputy Chairman, Planning Commission on 20th
December 2011.
Financial Express – Ernst & Young “Best Public Sector Bank Award 2010-11 (Runners
up) – received from ShriPranab Mukherjee, then Hon’ble Union Finance Minister on
17th September 2011.
CNBC – TV 18 Award for the Best Public Sector Bank in mid size category for superior
quality of assets, profitability, efficiency & Productivity – received from
ShriVeerappaMoily, Hon’ble Union Minister for Corporate Affairs on 12th September
2011.
Dun & Bradstreet Banking Award 2011 for Best Asset Quality received from Shri S
STarapore, Former Deputy Governor, RBI on 30th August 2011.
“Best Risk Master Award” under Public Sector Bank Category – received from
ShriPrithvirajChavan, Hon’ble Chief Minister of Maharashtra, in FICCI-IBA Conference
FIBAC 2011 on 25th August 2011 &
Listed among Top 150 Banks for Best RoA as per Banker Magazine
Adjudged Third among the Public Sector Banks as the Best Service Branch by Economic
Times Brand Equity.
ISO 9001:2008 Certification for our Corporate Office Building – 1st Corporate Office
building of PSBDs in India to get the ISO Certification.
Business level grew by 17.52 per cent to a 249,136 crore for the year ended March 2013.
While Deposits grew by a 21,176 crore or 17.53 per cent to a 141,980 crore, Credit grew
by a 15,972 crore or 17.52 per cent to a 107,156 crore:
Operating profit of the Bank was at a 3,061 crore, while Net Profit stood at a 1,581 crore
in FY 2012-13.
Net worth of the Bank increased to a 10,838.84 crore and the Capital Adequacy Ratio
under Basel II was at 13.08 per cent (Tier I – 10.88, Tier II – 2.20).
Return on Assets at 1.02 per cent continues to be the best among Public Sector Banks.
Bank’s Net Profit to Business ratio at 0.64 is the second best among the Public Sector
Banks.
Net Interest Margin (NIM) continues to be above the 3 per cent mark and stood at 3.09
per cent.
Bank has reached all the stipulated norms under Priority sector advances which at a
36,421 crore was 42.1 per cent of the Adjusted Net Bank Credit (ANBC), while
Agriculture lending has risen by a 3646 crore to a 17,001 crore as on March 31, 2013.
Bank has 73 specialised branches across the country exclusively catering to the SME
sector; the SME portfolio increased by a 3,588 crore or 35 per cent to a 13,746 crore.
Earning per share (annualised) and Book value per share were at a 35.80 and a 242.89
respectively. Return on Equity was at 14.89 per cent in the current year.
Towards having a healthy Balance sheet adequate provisioning has been made towards
NPAs and employee benefits.
For specialized lending to SHGs, Bank has exclusively 45 MICROSATE branches. These
branches have disbursed a590 crore covering 23,457 SHGs during FY 2012-13 and the
total outstanding advances as at end-March 2013 stood at a746 crore covering 56,913
SHGs.
Bank has opened 1418 Ultra Small Branches (USBs) in the villages with population
above 2000, covered through BC model under Financial Inclusion.
Under the Financial Inclusion Plan, Bank has provided banking services to 3494 villages
with population above 2000 as well as below 2000 through various delivery channels as
below:
o 3380 villages through Smart card based Business Correspondent (BC) model;
o 26 villages through Brick and mortar branches;
o 34 villages through Banking Service Centres (BSCs); and
o 54 villages through Mobile branch/van.
In the Union Territory of Puducherry, where Bank is the SLBC Convenor, all the villages
with population above 2000 and villages with population 2000 and below have been
provided with banking services through various delivery channels under the Financial
Inclusion Plan by the member banks.
Under the Direct Benefit Transfer (DBT) scheme, in the 43 pilot districts, Bank is Lead
Bank in Chittoor District of Andhra Pradesh and SLBC Convenor in the UT of
Puducherry. In Puducherry district, accounts have been opened for all the 4249
beneficiaries under 13 schemes and in Chittoor district, accounts have been opened for all
the 1.29 lakh beneficiaries under 8 schemes. In Krishna and Yanam districts, accounts
have been opened for 1.07 lakh beneficiaries under 5 schemes and 753 beneficiaries
under 3 schemes, respectively from whom details have been received.
Bank has international presence in Singapore and Colombo & Jaffna in Sri Lanka.
Besides, Bank has correspondent banking arrangements in 69 countries.
CHAPTER-III
REVIEW OF LITERATURE
CHAPTER III
3.1REVIEW OF LITERATURE
Handelsman and Munson (1989),Switchingbehaviors from credit card to cash payment among
ethnically diverse retail customers” Shows that credit card sales constitute an important revenue
source for many retailers. Their ever increasing use and evaluation in to other forms such as
debit electron card, demands that retailers gain a more complete understanding of how they are
used by diverse consumers segments. Particularly need a better understanding of the propensity
to switch over from credit card to cash payment and the incentive required to initiateswitching.
In view of the cost to the retailer of administrating debit card and payment system ,the retailers
overall profit position may be enhanced by converting a large proportion of credit card sales to
cash sales . four aspects of credit card usage and switching ethnics are investigated , propensity
to switch over from credit card to cash payment at various level of monetary incentive , the
effect of product price on propensity to switch the frequency of credit card usage , and the
preferred method of payment of credit card balances (installment various full payments)several
significantdifferences are shown among three ethnic groups studied in these usage behaviorssuch
as might even be extended to international comparisons involving consumers domiciled in
different countries.
BANKERS(1992)in his study ,globalization of credit card usage : The case of a developing
economy “ investigate the attitude of Turkish consumers toward a credit cards , and the approach
of card issuers by surveying two samples of 200 card holders and non-Card holders . The better
educated , middle aged members of the upper middle class seem to be the prime target;the most
important reason for using a credit card were cash of payment” followed by risk of carrying cash
,non holders do not carry credit card because they do not know much about it ; informal sources
0f information appear to become influential than mass media advertising in penetrating the
market; proposes that the usage of administration of credit card are influenced by the infra
structure of the country and hence , credit card companies have to modify their marketing and
administration procedures rather than following standardized approach.
Natarajan and Manohar (1993) credit card an analysis;a study has been attempted to know that
to what extent the credit card are utilized by the card holders and the factors influencing by
creditcard. The study confined to cards issued by the Indian bank .A random sampling technique
used to collect data. Ten components i.e. Numbers of purchases, shops, percentage of purchases,
place frequency, type of product type of service, cash withdrawal facilities identified used by
measurement. For this personal and non-personal factors also have been taken in to
consideration. Sex,age,educational qualification of card holders has no relationship with
utilization of can card .While occupation ,income , employment status of spouse , mode of
getting card has relationship with utilization of can card .
VORA AND GIDWANI (1993) plastic at a premium “shows the usage facilities and varieties of
cards. The research shows that credit card is extremely useful to those people who use t as to
increase their purchasing power through the plasticcard. Different cards provide the different
packages attract to customers like tele ticketing,discounts,insurance coverage and provide reward
points etc. according to author, the card holder market has a potential to grow 7 million of all tax
paying citizens are taken into account .but these manful efforts at upgrading service can only
have limited impact as long as Indian customers remain credit shy.
MATHUR AND GEORGE (1994) use of credit card by older American “shows the usage
behavior pattern of old people with credit card spending. Usage large national sample of
respondents from differentage, groups, spending use credit card as frequently as younger adult’s
circumstance opportunities for consumption in both groups are similar. Commonly held behalf
that older people do not use credit card, the data suggests needs for participation while credit
card usage may over all decline with age certain segment of measure. The data in the present
study suggest alternativeslikeincome and employment .targeting older consumers on the basis of
age might not only alienate them but is also likely to research fewer prospective customers.
SIMON AND VCTOR (1994) Customers riskperceptions of electronic payment systems find
that one reason for the slow adoption rate of electronic fund transfer at point of sale is that
consumers perceive that has a higher level of risk than other traditional payment method study
shows that has the lowest physical risk and higher financial risk the credit card has the lowest
psychological and highesttime loss risk .physical risk , for credit card payments is significantly
higher when the purchase is small . Users of have a significantly higher level of psychological
risk. Article suggest that in order to reduce customer fears worries. It is also appropriate to
consider introducing some risk reduction techniques .research indicates that technological
excellence excellence dictate success.
ALMEDA(1995) The future in card shows that credit card with them business is booming as
more than 1.1 million have credit card with them their numbers are expected to grow at an even
faster pace issuing banks get aggressive study shows that more than 4000 business
establishments in the country accepts the credit card industry a rapidly expanding transparency in
financial system acquiring banks for business from merchant establishment has brought the
commission down and f the issuing bank happens to be also the acquiring bank it get the entire m
merchant discount .Finally , no payments system can be replace cash in India on a wide spread
basis.
GEORGE (1995) the card major lead the way shows that VISA AND MASTER CARD play a
major role in any international payments syst6em. Both VISA AND MASTER CARD act also as
lending the names members banks card for this and but is approximately 3 cents (90 paisa) per
transaction. They are card clearing agencies VISA AND MASTER CARD each have nearly
22000 banks all over the world they are not credit card companies at function on the line to
provide a global network that settlement of card transaction, both of credit and debit.
CHAPTER -IV
DATA ANALYSIS AND
INTREPRETATION
CHAPTER-IV
DATA ANALYSIS AND INTREPRETATIONS
TABLE4.1
1 MALE 70 70%
2 FEMALE 30 30%
INTREPRETATION
The above shows that respondents On The Basis of Gender. 70%Respondents Are
Male.30% Respondents are Female.
CHART 4.1
GENDER
30
Male
Female
70
TABLE 4.2
2 20 – 25 YEARS 52 52%
INTREPRETATION
Above table shows that respondents on the basis of Age. 52% Respondents in Age
20-25 Years. 32% Respondents in Age below 19 Years.16% Respondents in Age above 25
Years.
CHART 4.2
AGE
60
50
52
40
30 32
20
10
16
0
Below 19 Years 20-25 ears Above 25 Years
TABLE 4.3
1 SCHOOL LEVEL 6 6%
2 U.G 72 72%
3 P.G 18 18%
4 OTHERS 4 4%
INTREPRETATION
EDUCATIONAL QUALIFICATION
80 72
70
60
50
40
30
20
18
10 6 4
0
3 SELF-EMPLOYEMENT 14 14%
4 OTHERS 24 24%
INTREPRETATION
OCCUPATION
36
40 26 24
30 14
20
10
0
TABLE 4.5
2 5001-10000 32 32%
3 10001-20000 24 24%
INTREPRETATION
ANNUAL INCOME
35
30
25
20
15
32 30
24
10
14
5
0
Less Then 5001-10000 10001-20000 Above 20000
5000
TABLE 4.6
1 MARRIED 22 22%
2 UNMARRIED 78 78%
INTREPRETATION
MARITAL STATUS
22
Married
Unmarried
78
TABLE 4.7
1 YES 80 80%
2 NO 20 20%
INTREPRETATION
Above Table Shows That Respondents On The Basis Of Using Debit Card.80%
Respondents In Using Debit Card Are Yes.20%Respondents In Using Debit Card Are No.
CHART 4.7
20
Yes
No
80
TABLE 4.8
1 ONE 44 44%
2 TWO 30 30%
3 THREE 4 4%
4 NONE 22 22%
INTREPRETATION
Above Table Shows That Respondents On The Basis Of How Many Debit Card
Used.44% Respondents In How Many Debit Card Used Are One.30% Respondents In How
Many Debit Card Used Are Two.22% Respondents In How Many Debit Card Used Are
None.4% Respondents In How Many Debit Card Used Are Three.
CHART 4.8
45
44
40
35
30 30
25
20
22
15
10
5
4
0
One Two Three None
TABLE 4.9
3 SHOPPING 14 14%
INTREPRETATION
Above Table Shows That Respondents On The Basis Of Purpose Of Using Debit
Card.50% Respondents In Money Transaction Are Money Transaction.18%Respondents In
Money Transaction Are Online Purchasing.18%Respondents In Money Transaction Are All The
Above. 14%Respondents In Money Transaction Are Shopping.
CHART 4.9
50
50
45
40
35
30
25
20
18
15 14 18
10
5
0
Money
Online
Transaction Shopping
Purchasing All The
Above
TABLE 4.10
2 SATISFIED 22 22%
3 DISSATISFIED 6 6%
4 HIGH DISSATISFIED 4 4%
INTREPRETATION
Above Table Shows That Respondents On The Basis Of Trust Indian Bank Debit
Card Transaction Security.68% Respondents In Trust Indian Bank Debit Card Transaction
Security Are Highly Satisfied.22%Respondents in Trust Indian Bank Debit Card Transaction
Security Are Satisfied.6%Respondents in Trust Indian Bank Debit Card Transaction Security
Are Dissatisfied.4%Respondents in Trust Indian Bank Debit Card Transaction Security Are
Highly Dissatisfied.
CHART 4.10
80
68
60
40
22
20
0 6
4
Highly Satisfied
Satisfied
Dissatisfied
Highly
Dissatisfied
TABLE 4.11
4 NONE 22 22%
INTREAPRETATION:
40 40
35
30
25
20 20 22
15 18
10
1 YES 74 74%
2 NO 26 26%
INTREPRETATION
No
26
YES
74
TABLE 4.13
1 FEST AMOUNTS 4 4
2 ATM-MORE 48 48
3 SECURITY 10 10
INTREPRETATION
Above Table Shows That Respondents On The Basis Of Like To Use Indian Bank
Debit Card. 48% Respondents in Like To Use Indian Bank Debit Card Are ATM-
More.38%Respondents in Like To Use Indian Bank Debit Card Are All The
Above.10%Respondents In Like To Use Indian Bank Debit Card Are Security.4%Respondents
in Like To Use Indian Bank Debit Card Are Fast Amounts.
CHART 4.13
48
38
10
4
Fast Amounts ATM-More Security All The Above
TABLE 4.14
2 SATISFIED 60 60%
3 DISSATISFIED 8 8%
4 HIGH DISSATISFIED 4 4%
ITREPRETATION
Above Table Shows That Respondents On The Basis Of Useful For Your Difficult Situation
.60% Respondents in Useful For Your Difficult Situation Are Satisfied.28%Respondents in
Useful For Your Difficult Situation Are Highly Satisfied.8%Respondents in Useful For Your
Difficult Situation Are Dissatisfied.4%Respondents in Useful For Your Difficult Situation Are
Highly Dissatisfied
CHART 4.14
50
40
30
28
20
8
10 4
0
Highly Satisfied Satisfied Dissatisfied HighlyDissatisfied
TABLE 4.15
2 1000-3000 20 20%
3 3000-10000 22 22%
INTREPRETATION
40
30 22 36
20 22
20
10
0
Less Then
1000-3000
1000 3000-10000
Above
10000
TABLE 4.16
2 SATISFIED 64 64%
3 DISSATIDFIED 14 14%
INTREPRETATION
Above Table Shows That Respondents On The Basis Of Opinion On Tie Up With
Indian Bank. 4% Respondents In Opinion On Tie Up With Indian Bank Are
Satisfied.22%Respondents In Opinion On Tie Up With Indian Bank Are Highly
Satisfied.14%Respondents In Opinion On Tie Up With Indian Bank Are Dissatisfied
CHART 4.16
60
50
40
30 64
20
10 22
14
0
2 DUFFICIENT 72 72%
3 INSUFFICIENT 12 12%
INTREPRETATION
Above Table Shows That Respondents On The Basis Of Opinion On Life Time
Debit Card.72% Respondents In Opinion On Life Time Debit Card Are
Sufficient.16%Respondents in Opinion On Life Time Debit Card Are Highly
Sufficient.12%Respondents in Opinion On Life Time Debit Card Are Insufficient.
CHART 4.17
80 72
60
40
16
20
12
0
Highly Sufficient
Sufficient
In Sufficient
TABLE 4.18
2 AGREE 66 66%
3 DISAGREE 6 6%
4 HIGHLY DISAGREE 4 4%
INTREPRETATION
8. Majority of 44% respondents are how many debit card used is one.
10. Majority of 68% respondents are trust Indian bank debit card transaction security is high
satisfied.
12. Majority of 74% respondents are comfortable while giving debit card for someone else for
the payments is yes.
13. Majority of 48% respondents are to use Indian bank debit card is ATM-More.
14. Majority of 60% respondents are useful for your difficult situation is satisfied.
15. Majority of 36% respondents are Maximum Amount Spend to Indian Bank Debit Card is
above 10000.
16. Majority of 64% respondents are opinion on tie up with Indian bank is satisfied.
17. Majority of 72% respondents are opinion on life time debit card is sufficient.
18. Majority of 66% respondents are service provider understand my service needs is agree.
5.2 SUGGESTION
For better debit card service, the following strategic are recommended
Bank should improve the network service quality so that customers are not refused
when they go to ATM booth.
As a customer want to be updated about their account balance, debit card transaction
should provide receipts always.
Bank should increase their own booth. As own booth is cost free, customer always
prefer to use it.
Some customers have recommended that banks should reduce the transaction cost of
debit card. They have to pay this cost when use other banks ATM booth.
5.3 CONCLUSSION
Banking sector is the most competitive sector in the present business world. Thousands of
customer are served by banks. Ultimate goal of the bank is to maximize the wealth of owners. To
achieve this goal, attention must to given to service quality. When debit card users are satisfied
they will be attached to the bank for long time. I will be strength for a specific bank to compete
with other banks.
It will help the growth of debit card user’s confidence on the banks and users will be tempted. If
banks want to sustain positively there is no alternative but to satisfy the customers. Especially the
debt card users, because they use it against their valuable deposited money in the bank. Bank
must improve its strategic to fill up demand of debit card users, because if the users switch to
another bank, the particular bank will lose some cash flow that will negatively affected the goal
of the bank. It is hoped that all the banks will come forward to think about this matter.
QUESTIONNAIRE
ANNEXURE
QUESTIONNAIRE
1) Name:
2) Gender:
a) Male b) female
3) Age:
4) Educational Qualification:
5) Occupation:
6) Annual Income:
7) Marital Status:
a) Married b) Un Married
a) Yes B) No
12) How often you use your debit card for payments?
13) Do you feel comfortable while giving your debit card to someone else for the
payments?
a) Yes b) No
16) How much maximum amount you would prefer to pay through SBI bank debit card?
BOOKS
WEBSITE
WWW.ib.keelakarai@indianbank.co.in.
WWW.indianbank.com
WWW.Capitalonline.com