Download - Consumer behaviour on credit cards
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 DISADVANTAGES 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 DECIDING TO PURCHASE IT?
WHAT ROLE DOES BRAND PLAY?
OTHER RELATED ISSUES.
RESEARCH METHODOLOGY
Nature of research Descriptive
Research approach Sample survey
Method of research Questionnaire
Research instrument Random sampling
Sample size 100
Sources of data Primary and secondary data
Primary data:
The primary data are those which are collected fresh and for the first time, and thus happen to be original in character.
Here primary data collection through discussion with the different respondents using questionnaire and telephonic survey.
Secondary data:
The secondary data are those which have already 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.
DATA ANALYSIS You think promise made by Credit Card Company is fulfilled.
1.Strongly agree 4
2.Somewhat agree 8
3.Neither agree - nor disagree 33
4.Somewhat disagree 48
5.Strongly disagree 7
0
20
40
60
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
strongly agreesomewhat agreeniether agree nor disagreesomewhat disagreestrongly disagree
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
strongly agree
somewhat agree
niether agree or disagree
somewhat disagree
strongly disagree
0
5
10
15
20
25
30
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
0
5
10
15
20
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
sale
sman TV
Newsp
aper
Bill
boar
d
refe
renc
e gr
oup
any
othe
r0
10
20
30
40
DATA ANALYSIS
Do you feel services provided by credit card are according to your expectations?
1. Yes 23
2. No 77
YesNo
DATA ANALYSIS
Do you thick interest rate charged by credit card companies is reasonable?
1. Yes 6
2. No 94
YesNo
DATA ANALYSIS
After taking credit card is there any increase in your expenditure?
1. Yes 73
2. No 27
YesNo
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
You think promise made by Credit Card Company is fulfilled.1.Strongly agree 2.Somewhat agree 3.Neither agree - nor disagree 4.Somewhat disagree5.Strongly disagree
You like to recommend your credit card to other 1.Strongly agree 2.Somewhat agree 3.Neither agree-nor disagree 4.Somewhat disagree 5.Strongly disagree
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