PREFACE

The present day managers of business concern function in a dynamic

environment. In a world in which change is a suite & not an exception nothing
is certain markets can’t relax once they have launched their product or service
in market.

In a dynamic world a business concern has the drive through a thick fog
of in certifications & risk & a wrong move may prove disastrous. It is here that
a business managers beeds to thick what a customers thinks & exception from
his product & how can customers exception can be translated into features &
attributes
of the product so that customer feels delighted. This project tries to drive into
the minds of customers of credit cards & tries to know what they actually expect
from a credit card service.

This study is based on unskiasked respondents given by the so kind

respondents.

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 ACKNOWLEDGMENT
No creation in this world is a solo effort. Neither is this product
profile project. From the Director Brig. V .S.. Toley Sir to faculty
who encouraged throughout the project. Also I want to thank to
Suryadatta which provided me a chance to develop something of my
own. In particular I would like to thank:

Chairman Prof. Dr. S. B. Chordiya Sir for providing facilities to

complete the project.

My teachers for their guidance.

My friends to give me support and by giving their valuable insights in

making of the project.

Finally my gratitude is for all those whose efforts made this project
successful.

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 INTRODUCTION TO THE PRODUCT
Customer increasing expect higher quality & service & some
customization. They perceive fewer real products differences and show
and less brands loyalty. They can obtain extensive credit card information
from the internet and other sources which permits them to shop more
intelligently. When the buyer of credit card is satisfied after purchase
depend of the performance of credit card in relation of buyer’s
expectations in general satisfaction is a person feeling of pleasure or
disappointment resulting from comparing a credit card performance in
relation to his expectations. If it performance falls short of expectation,
the customer is dissatisfied. If performance matches the expectations the
customer is satisfied. If the performance exceeds expectations the
customer is highly satisfied or delighted.

The project which we have undertaken tries cover the main objective
to find out customer satisfaction criteria for credit card. It also tried to
cover following aspects. This will lead to certain implication for credit
cards companies as to how they can formulates their future strategies in
order to increase there sales. We have tried going in details and studying
the purchase of credit card from different angles so, as to analyze the issue
from 360 degree . The research tries to develop an understanding on the
following aspects too. Which on the whole will help us in understanding
the consumer behavior for a credit card in a holistic view.

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.

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.

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 INTRODUCTION TO VISA AND MASTER
VISA
The story of VISA is inseparable from one of the most significant
payment innovations of the twentieth century the payment card. By
developed this tool of unprecedented flexibility and popularizing its use
around the world. VISA shape the way that people everywhere live.

The VISA card has helped bring possibilities and independence to

millennium VISA era began in 1958, when the Bank of America first
issued its blue, white and gold BankAmericard to customers in California.
Its bedrock concept of personal empowerment traces back much earlier.
A.P. Giannini, founder of the Bank of America at the beginning of the
century, believed that flexible personal credit could help ordinary men and
women take control of together. The BankAmericard, a financial
instrument established to drive positive social change, continued this
legenacy of compassionate, customer focused banking.

With BankAmericard international popularity in the 1960s and

1970s new corporate entity, jointly owned and a operated by license
member institutions, was created to support them. The name “Visa” was
introduced in 1976 and applied to the new organization. Soon Visa credit
cards were spreading around the world.

Under the leadership of Dee Hock, Visa laid the groundwork for the
success of its member financial institutions for decades to come. Hock
oversaw the creation of the first-ever electronic system for handling credit
transactions-an investment in transaction processing infrastructure which
would lead to rapid growth and expansion. Throughout the 1980s and
1990s, Visa continued to make important strides forward, introducing the
first premium credit card, creating the first global ATM network,
developing new smart and prepaid cards and gaining market share around
the world.
Today, Visa proudly lives up to its heritage by focusing on
empowering customers. Visa 21,000 member institutions have issued more
than one billion cards and to its values remain firmly anchored in service,
commitment and innovation. Visa is pioneering the creation of commerce,
or universal commerce-the ability to conduct commerce anywhere, and
way. In the real world and online, Visa is leading the global market with

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exciting new put on larger and grader and celebrations in an attempt to
out-do each other.

“commerce technologies and capabilities that add convenience and

each to its payment solutions”

Jointly owned by more than 21,000 financial institutional around the

global reach, Visa remains very much a local organization, giving its
regional offices a high degree of operating and marketing autonomy,
Because Visa’s regional organizations are closest to their local markets,
they know best how to help member institutions serve their customers.
Empowering member financial institutions-it’s the principle that
underlines Visa’s success.

Visa products and services-including credit, debit and prepaid, corporate,

purchasing and business products-are offered directly by member financial
institutional to their customers. Visa international focuses on providing
members with a strong competitive platform, including an advanced
transactional processing infrastructure and global branding and marketing.
But around a highly responsive and flexible regional structure, Visa
International also leads new initiates in product development, global
research and strategic alliances.

MASTER
MasterCard International is a global payments company with one of
the most recognized and respected brands in the world. We manager a full
range of payment programs and service, including MasterCard® credit,
MasterCard® debit cards, Maestro® online debit cards, Cirrus® ATM
cash access, and related programs.
With approximately 22,500 MasterCard, Cirrus and Maestro
members worldwide, MasterCard serves consumers and businesses, both
large and small, in 210 countries and territories. MasterCard is leader in
quality and innovation, offering a wide range of payment solutions in the
virtual and traditional worlds. MasterCard’s award-wining Priceless®
advertising campaign is now seen in 98 countries and 46 languages, giving
the MasterCard brand a truly global reach and scope. MasterCard is
accepted at millions of locations around the global.

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 MasterCard began in the 1940s when several U.S. banks started
giving their customers specially-issued paper that could be used like cash
in local stores. In 1951, The Franklin National Bank in New York
formalized the practice by introducing the first real credit card.

Over the next decade, several franchises evolved where a single

bank in each major city would accept cards as payment with certain
merchants they chosen to work with. ON August 16,196, one of the these
groups formed the interbank card Association (ICA), which later become
MasterCard International.

Unlike other similar organizations, ICA was not dominated by a

single bank Member committees were established to run the association.
They established rules for authorization, clearing and settlement. They also
handled marketing, security and global aspects of running the
organization.

Once the organization was well underway, it was time to expand

globally. In 1968, ICA began what is now a huge global network by
forming an association with Banco Nacinal in Mexico. Later that year ,
they formed an alliance in Europe with Euro card and the first Japanese’s
members joined .

Many countries followed behind the early international members and by

the late 1970s. ICA had members from as far as Africa and Australia. To
reflect the commitment to international growth, ICA changed its name to
MasterCard. In the 1980s, there was future expansion into Asia and Latin
America. In 1987, MasterCard become the first payment card to be issued
in the People’s Republic of China. In 1988, the first MasterCard was
issued in the Soviet Union.

Today, there are over 37 MasterCard offices around the world with
the global is accepted in more locations around the world than
MasterCard.

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PROFILE OF HSBC

Introduction
HSBC has its Headquarters in London. HSBC
Holdings plc is one of the largest banking and
financial services organizations in the world.
HSBC’s international network comprises over 9,500
offices in 80 countries and territories in Europe, the
Asia-Pacific region, the Americas, the Middle East,
and Africa. With listings on the London, Hong Kong,
New York and Paris stock exchanges, around
190,000 shareholders in some 100 countries and
territories hold shares in HSBC Holdings plc. The
shares are traded on the New York Stock Exchange in the form of
American Depositary Receipts.
Through an international network linked by advanced technology,
including a rapidly growing e-commerce capability, HSBC provides a
comprehensive range of financial services: personal financial services;
commercial banking; corporate, investment, banking, and markets; private
banking; and other activities.

HSBC IN INDIA
HSBC's origin in India dates back to 1853, when
the Mercantile Bank of India was established in
Mumbai. The bank has since, steadily grown in reach
and service offerings, keeping pace with the evolving
banking and financial needs of its customers.
The acquisition in 1959 by The Hong kong and
Shanghai Banking Corporation Limited of the
Mercantile Bank was a decisive factor in laying the
foundation for today's HSBC Group. Founded in 1865
to serve the needs of the merchants of the China coast
and finance the growing trade between China, Europe,
and the United States, HSBC has been an international
bank from its earliest days.

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 After the Mercantile Bank was acquired by The Hong kong and
Shanghai Banking Corporation, the Flora Fountain building became and
remains to this day, the Head Office of the HSBC Group in India.

Through the 1990s, HSBC has vigorously developed its role as one
of the leading banking and financial services organizations in the world.
Its strategy of 'managing for value' emphasizes the Group's unique balance
of business and earnings between older, mature economies and faster-
growing emerging markets.

HSBC in India is proud to have retained the Group's

pioneering streak by being an active partner in the
development of the Indian banking industry - even
giving India its first ATM way back in 1987. The
organization’s adaptability, resilience, and commitment
to its customers have further enabled it to survive
through clients as also to a fast growing personal
banking customer turbulent times and prosper through
good times over
the past 150 years.

In India, the Bank offers a comprehensive suite of

world class products and services to its corporate and commercial banking
base.

HSBC Group entities in India

1. The Hong kong and Shanghai Banking Corporation Limited (HSBC)
2. HSBC Asset Management (India) Private Limited
3. HSBC Electronic Data Processing (India) Private Limited
4. HSBC Insurance Services (India) Private Limited
5. HSBC Securities and Capital Markets (India) Private
Limited
6. HSBC Primary Dealership (India) Private Limited
7. HSBC Private Equity Management (Mauritius) Limited
8. HSBC Software Development (India) Private Limited

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Products & Services offered by HSBC
1. Credit Card
a. HSBC Gold Card
b. HSBC Classic Card

2. Loans
a. Home Loans
b. Personal Loans
c. Educational Loans
d. Professional Loans

3. Account
a. Savings Account
b. Fixed Account
c. Demat Account
d. Smart Money Account
e. Current Account
i. Business Select
ii. Business Vantage
iii. Business Account

4. Insurance
a. Personal Insurance
i. Life Insurance
ii. Home Insurance
iii. Hospital Cash Insurance
iv. Car Insurance
v. Personal Account Insurance
b. Business Insurance

5. Wealth Management
a. HSBC Premier
b. Power Vantage
c. Financial Planning Service
d. Business Select
e. Mutual Fund

6. NRI Services
a. Non Residents

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 b. Returning Non Residents
7. Corporate and Institutional Banking
a. Corporate Banking
b. Treasury and Capital Market
c. Institutional Banking
d. Equities, Corporate Finance And Advisory
e. Payment and Cash Management
i. Payment
ii. Collections
iii. Account Management
iv. Electronic Banking Hexagon
f. Trade And Factoring Services
i. Trade Services
ii. Factoring Services
iii. Precious Metals
iv. Custody And Clearing

Technology Used
HSBC's global network is linked by advanced technology, including
a rapidly growing e-commerce capability.

Contribution to Society

HSBC employees lend a helping hand in India

The helping hand staff volunteer program was launched in Mumbai in
2001 and has since then has extended to Ahmedabad, Bangalore,
Hydrabad and Pune, putting volunteers in touch with NGO's and charities
that need a helping hand.

HELPING HANDS MELA

Over 50 charities and NGO's take advantage of HSBC's annual exhibition
(mela) to display their work and raise money through the sale of their
products.

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Card and statement explained

It is a piece of plastic about 3.5 x 2 inches in size. Some of the features of

credit cards are:

 Logos: The card carries logos of the card association (Visa, MasterCard) as well as that of the
HSBC bank (ICICI, HDFC and so on) in the front.

 Number: The card number is embossed in the front. This is usually a 16-digit number. The first
digit symbolizes the major industry. Banking industry cards usually start with 4, 5 or 6. The first
six digits identify the issuing organization. The next nine digits denote the individual’s account
number. The last digit is a check digit.

 Name: Also embossed on the front of the card is the name of the cardholder.

 Expiry date: The date till which the card is valid is embossed on the front of the card.

 Magnetic stripe: There is a magnetic stripe (called magstripe) running through the length of the

card on its reverse. This contains the identification information of the card which is transmitted
during a transaction.

 CVV No.: This is a three-digit number that appears on the reverse of the card after the 16-digit card

number. This is used as an additional security check, mostly in online transactions.

 Signature: There is a space below the magnetic stripe where the cardholder is supposed to sign.
While processing a transaction, the merchant has to verify this signature.

 Contact Nos.: On the reverse of the card, the issuing bank’s contact numbers are printed.The

cardholder can call these numbers for any card-related queries.

FEATURES AND BENEFITS

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 1. Wide acceptability

The card will be accepted at over 18 million establishment across the

world in addition to 1,00,000 establishment in India.

2. Standard Fees

The annual fees for Gold and Classic Cards are given below :

Gold Card Classic Card

Jointly Fees 500 300
Annual Fee 2000 700
Add-on 1000 350

3. Rewards
Cardholders will get rewarded just for using their HSBC Globally
valid card for every Rs. 100 charged to the card holders receive 1 reward
point. These points can be accumulated for the year and then redeemed
against card renewal fees, gifts vouchers and card upgrade fees. A
minimum of 250 points has to be accumulated in order to start redeeming.

4. Global ATM Services

Cardholders have access to cash, round the clock, at over 6,00,000
ATMs Worldwide, which include VISA/MasterCard/Cirrus and all HSBC
ATM’s Classic card holders can withdraw up to Rs. 25,000 per day and
Gold Card holders can withdraw up to Rs. 50,000 per day within the
overall specified limit.
5. Finance Charges
You can get up to 48 days free credit without any finance charge
being levied to your credit card account provided your credit card

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outstanding shows in your statement is settled in full on the due date.
Finance charges will be applicable, if only part payment is made, at 2.95%
on a average daily balance basis from the date of statement.

6. Travel Privileges
Cardholders can get a discount of 30% on basis domestic air fares
and 5% on basis international airfares when they purchase their air tickets
through credit card from International Travel House (ITH). In addition
ITH will deliver the tickets free of charge within city limits.

7. Insurance Benefits
Our package of insurance benefits for gold card holders is amongst
the best in the industry.

 Accident Insurance: Card holders are entitled to free insurance

cover of Rs. 15,00,000 for a Classic card in the event of loss of lives
due to an air accident. For loss of life due to other accidents the
cover is Rs. 4,00,000 and Rs. 1,50,000 for Gold and Classic cards
respectively.

 Purchase Protection: All items bought using the card are insured
against damage or loss due to fire or theft for a 180-day period up to
a value of Rs. 50,000 for a Gold Card and Rs. 30,000 in case of a
Classic Card.

 Zero Lost Card Liability :In case a cardholder loses her/his card
her/his will not be liable for any charges incurred on the card after
the loss has been reported to the bank in writing.

 Credit Shield: In the event of Accidental death, payment of

outstanding on the card is waived up to Rs. 40,000 for Gold card
holders and Rs. 20,000 for Classic cardholders.

 Lost Baggage Insurance: Card holders are covered for loss/theft of

checked baggage during domestic and international flights for up to
US$1,200 for Gold card holders and up to Rs. US$600 for Classic
cardholders. This cover is applicable after 48 hours of arrival at your
destination.
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Enhanced Travel Insurance Benefits for GOLD CARD holders :-

 Delay in checked baggage : Gold cardholders are covered for US$

300 in the even of checked baggage being delayed for more than 6
hours during domestic or international flights from the scheduled
arrival time at the destination.

 Hijack Protection : IN the event of your flight getting hijacked,

Gold Cardholders can claim US$250 per hours every that the flights
is hijacked. This cover is applicable post 12 hours of hijacked up to a
maximum of 36 hours

8. Global Calling Card

Cardholders will get a free calling card from Global One. Which enables
them to make long distance calls while traveling overseas at every
competitive rates. These calls are billed to the cardholder’s credit account
and are payable in Indian rupees.

9. Zero Petrol Surcharge

Cardholders are entitled to a reimbursement of petrol surcharge that is
normally levied on credit card fuel purchases for amounts between Rs. 400
to Rs. 2500 incurred at any petrol pump at any city in India.

Features Advantages Benefits

Worldwide  Accepted at all  Convenience
accepted outlets worldwide  Low Risk

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 (18 Million
establishments)
 No need to carry
cash while
shopping in India
or abroad.
Free Credit  Pay only 5% of  Flexibility of
Period the amount roll payment
over the credit
 Make only
minimum
payments & can
avail the credit
facility.
Global ATM  Withdraw cash  Easy access to
Services on CC (40% of the funds.
total Cr. Limit sub.  Easy liquidity.
To availability).
 Up to Rs. 50,000/-
per day
 No need to have
bank a/c & can
still withdraw cash
in case of
emergency.
Access to your  At ATMs in
bank a/c with India, you can
your credit card request statements,
(ATMC) cheque books,

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 perform banking
operations.
 No need to have 2
different cards & 2
different pins.
Bonus Rewards  For every Rs, 10/-  Saves money
Programme purchase you get 1
reward point
which has value of
Re. 1/-.
 After
accumulating 250
bonus points, the
same can be
redeemed against
card renewal fees
and quality items.
Insurance Privileges * in the event of loss
a. Lost baggage baggage or theft,  Safety
insurance covered up to  Free Insurance
US$ 1200
b. Accident  In case of death  Protection
Insurance due to air accident,  Safety
insurance cover up  Free Insurance
to 20 lacs & in
case of death due
to other accident,
insurance cover up
to 2 lacs

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  There is waiver of
payment of o/s on
the card up to Rs.
40k
C. Purchase  If the items  Safety
Protection purchased during  Minimum loss
CC, is damaged or
lost due to theft or
fire, insurance
cover available up
to value of Rs.
50k.
 Claim can be
made within 180
days period from
date of purchase.
D. Zero Lost Card  In case of card  Protection against
Liability loss & reporting misuse
the same  Security
immediately to the
bank will prevent
any misuse of card
E. Travel  GCH are covered  Convenient
Insurance: up to US$300 for  Saves Money
 Delay in checked emergency
baggage purchase of
replacement items.
 Loss of passport &  C/h reimbursed up  Saves Money
travel documents to US$ 500 for  Convenient

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 expenses incurred
in obtaining
alternate
documents in case
of loss of original
documents
Travel Privileges  Airline tickets can  Saves Money
be booked using  Convenience
CC at Spl.
Discount of 3.5%
on basic domestic
air fares & 6.5%
on basic initial, air
fares.
 The tickets will be
delivered to door
step without any
extra charges
GLOBAL ONE  Free of charge  Easy access to
Calling card  Amount billed on telephones.
CC which reflects  Convenience
in monthly
statement
 Amount billed in
INR which saves
on foreign
exchange.
 Can make long
distance calls from
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 any telephone
booth while
traveling overseas.
 Calls can be made
even without cash.
ADD-ON-CARDS  Primary card · Saves Time
holder can apply · Saves Hassles
for up to 3 add-on
cards (only blood
relations)
 No joining fees
 No documentation
required
 Add-on cards also
enjoy the same
benefits as
primary card
CARD RENTAL  GCH can avail spl.  Convenient
SERVICES Car rental services  Saves Time
& exclusive
discounts @ 20%
on basic rates,
extra hours &
Extra kms. ( Auto
riders Rent-a-car)
DRAFT ON CALL  Normal bill  Convenient
payments can be  Saves time
made using this
facility

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  Drafts can be
ordered against
CC over the phone
& the same will be
delivered to the
doorstep.
EMERGENCY  GCH receive  Global assistance
ASSISTANCE global assistance  Toll free numbers
SERVICES 24 hours a day & 7  Confidence
days a week.  Quick service.
 Assistance is
available by
pacing collect call
to respective
centers.
 The assistance
services also
include legal,
medical, travel &
other services.
RESEARCH METHODOLOGY

The information collected for the product profile is from the

secondary sources. Consumer behavior was studied from different type
of surveys available on internet. Company website and many other
links were utilized for the purpose of data collection about the product.
The data is mainly collected by the help of Google search engine.

ANALYSIS AND DISCUSSION

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 Indian consumers have never had it so good. The soiled notes are
definitely out. Plastic money is in! Carrying cash is no more `a pain in the
neck' as consumers are relying more on the `plastic card' which gives them
money on credit.

Credit Cards have finally arrived in India. The card industry which is
growing at the rate of 20% per annum is flooded with cards ranging from
gold, silver, global, smart to secure….the list is endless. From just two
players in early 80s, the industry now houses over 10 major players vying
for a major chunk of the card pie.

Currently four major bishops are ruling the card empire---Citibank,

Standard Chartered Bank, HSBC and State Bank of India (SBI). The
industry, which is catering to over 3.8 million card users, is expected to
double by the fiscal 2003. According to a study conducted by State Bank
of India, Citibank is the dominant player, having issued 1.5 million cards
so far. Stan chart follows way behind with 0.67 million, while HSBC has
0.3 million credit card customers. Among the nationalized banks, SBI tops
the list with 0.28 million cards, followed by Bank of Baroda at 0.22
million.

The credit card market in India, which started out in 1981, is on the
verge of an unprecedented boom. Between 1987 and 2000, the market has
virtually grown to over 3.8 million cards with almost 25-30 % growth in
new cardholders.

Expanding the Card Pie

There may be 3.8 million cards today. But the catch is that there are
not 3.8 million cardholders - one person has multiple cards. This makes
the job of selling cards all the more difficult since everybody is targeting
the same market segment. What's more, multiple card ownership ends up
splitting card spends.

If SBI ends up targeting the same multiple card customer-base, then

it is unlikely to make much headway. Reason: Citibank and other foreign
issuers like HSBC and Standard Chartered Bank have already embarked

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on a massive marketing campaign to boost card usage. Thus to move
ahead of these pairing banks, nationalized banks like SBI and BoB are
targeting virgin territories. These banks are taking their products to smaller
townships in Uttar Pradesh, Andhra Pradesh and Orissa including others to
widen their client base. Even in a city like Mumbai, with an adult
population of 7 million, card ownership is barely 2.5 million. Now, SBI is
perhaps best poised to geographically expand the existing credit card base
and drive up penetration. Its 8,800 branch network with an almost 100 per
cent geographic coverage, covers almost 25% of the bankable population
of the country. SBI is banking heavy on direct mailing exercise aimed at
its existing database, and bypassing the direct sales model, adopted by the
foreign banks.

Banks Card Issue

(31st March 2000)

Citibank 1.5 m

Standard Chartered Bank 0.67 m

HSBC 0.30 m

SBI 0.28 m

ANZ Grindlays 0.26 m

Bank of Baroda 0.22 m

Others 0.57 m

Homing in on the target

Currently, there is lack of awareness among potential cardholders,

which is likely to stifle card growth. Most of the banks are relying on
freebees and bundle of services like free accident policy, special shopping
offers, purchase protection and add-ons like additional cards for family
members of the cardholder to woo customers. The smart ones like HSBC
are offering very high credit limit to tap customers. Last month, HSBC
launched `Maha' card `with jade power' which offer customers 25 %

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higher credit limit than the limit on any other credit card held by the
cardholder.

In order to track the 4 million potential customers presently

untouched by the `plastic money' is immense. The only solution is to
expand geographical coverage, which is tricky for the simple fact that Visa
and MasterCard have distinct skews towards metros. Only banks, which
penetrate the Indian countryside, will be able to stand the test of the time.
For present, consumer is definitely the king!

CONCLUSION
During our project we got an opportunity to study the credit card
industry of India. It is a relatively new business with intense
competition & each firm trying to capture each others market share. It
was a great learning experience & we concluded following points:

1. Credit card industry is still in a nascent phase in India with an

under developed infrastructure.

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 2. Acceptability of credit cards is limited to large cities having
malls, big retail stores

3. The penetration of credit cards is limited to large cities i.e. credit

card companies don’t have many customers in tier II & tier III
cities.

4. The companies are indulging in aggressive marketing; they are

not really concerned in satisfying the customer’s need.

5. There is no major product differentiation in the various credit

cards; all of them are providing similar services.

6. The companies are not trying to retain the customers; they are
more interested in broadening the customer base.

At last we conclude that Credit Card is at declining phase in

India.

RECOMMENDATION

1. Company should advertise through various things i.e.

advertisement through print media electronic media and
distribution network.

2. As we have seen in the study persons are must affected by price

& quality factor. The company should concentrate over the price
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 factor of the program so that new customer could be attracted to
wards the program although quality factor of the program is
satisfactory.

3. The company must conducted the satisfaction survey time to

time so that company could know the satisfaction level of the
consumer. It will be more beneficial to company in making new
strategies & policies.

4. Most of the person, which participated in the survey have said

that the program should be divided in to small packages. So that
any one could buy it easily.

5. The company price should be kept low in comparison to

competitors product price so that company can earn more profit
by selling large volume.

6. The company’s awareness is low, the company should be more

concentrate to increase the awareness of the company. The
company can use many marketing total to perform this work.

7. The company should be conducted the demo of program

complaint, policies & suggestion. It can improved it market
share and consumer satisfaction.

8.
QUESTIONNAIRE

1. You think promise made by credit card company are fulfilled.

a. Strongly agree
b. Somewhat agree
c. Neither agree - nor disagree
d. Somewhat disagree
e. Strongly disagree

2. You like to recommend your credit card to other

a. Strongly agree
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 b. Somewhat agree
c. Neither agree-nor disagree
d. Somewhat disagree
e. Strongly disagree

3. You feel taking credit card was a good discussion

a. Strongly agree
b. Somewhat agree
c. Neither agree-Nor disagree
d. Somewhat disagree
e. Strongly disagree

4. Which factors influenced you most to buy credit card

a. Price
b. Presentation of sales man
c. Free credit period
d. Teachers
e. Insurance cover
f. Cash withdrawal
g. Add on card
h. Reference group
i. Any other

5. From where did you come to know about your credit card
a. Salesman
b. TV
c. Newspaper
d. Bill board
e. Reference group
f. Any other

6. Would you like to switch over to another company’s credit card.

Yes No

7. Do you feel services provided by credit card are according to

your expectations?
Yes No

8. Do you thick interest rate charged by credit card companies is

reasonable?
Yes No

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9. After taking credit card is there any increase in your
expenditure?
Yes No

10. Do you feel credit card industry is a sinking boat in Indian

Context.
Yes No

BIBLIOGRAPHY

CREDIT CARDS: The Plastic money can do wonders: Link

www.ezinearticles.com
www.rbi.org
www.indianinfoline.com
www.creditcardsbasic.com

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www.mycreditcard.com
www.google.com
www.wekipedia.com

Page | 28