ELECTRONIC PAYMENT

Done By: Student ID: 2011-2012

ACKNOWLEDGEMENT

I owe a immense many thanks to a great many people who helped and supported me during the writing of this book. Mygenuine thanks to Lecturer

_____________________________________________________,the Guide of the project for guiding and correcting various documents of mine with consideration and care. He has taken efforts to go through the project and make necessary correction as and when needed.

I articulate my thanks to the Principal of, [UNIVERSITY NAME & PLACE], for extending his support. Mycavernous sense of gratitude to _________________________support and guidance. Thanks and admiration to the helpful people at ________________________________________________________, for their support.

I would also thank my Institution and my faculty members without whom this project would have been a distant reality. I also extend my heartfelt thanks tomy family and well wishers.

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Table of Contents
CHAPTER ONE ..............................................................................................................................6 Introduction ......................................................................................................................................6 1.1. General: ............................................................................................................................ 6 1.2. 1.3. 1.4. 1.5. Background and Objectives: ............................................................................................ 6 Objective of the study: ..................................................................................................... 7 Outline of Requirement: ................................................................................................... 9 Outline of the Report: ....................................................................................................... 9

CHAPTER TWO ...........................................................................................................................11 Literature review ............................................................................................................................11 2.1. Bhatia (2008) .................................................................................................................. 11 2.2. 2.3. 2.4. 2.5. 2.6. 2.7. 2.8. 2.9. Moynihan and Titley (2000) .......................................................................................... 11 Dransfield and Needham (2005) .................................................................................... 11 Knights and Willmott (2000) ......................................................................................... 12 Jill A. Keck, Esq. (2010) ................................................................................................ 12 Thisdaylive.com (2012) ................................................................................................. 13 Cindy Merritt (2010) ...................................................................................................... 13 Andrew Rolfe (2007) ..................................................................................................... 14 David H. Press(2007) ..................................................................................................... 15

Chapter THREE .............................................................................................................................16 METHODOLOGY ........................................................................................................................16 3.1. Research Design ............................................................................................................. 16 3.2. 3.3. 3.4. 3.5. 3.6. 3.7. 3.8. 3.9. Sources of Data .............................................................................................................. 17 Sampling Design ............................................................................................................ 17 Respondents of the Study ............................................................................................... 17 Research Instrument ....................................................................................................... 18 Validity of the Instrument .............................................................................................. 18 Reliability of the Instrument .......................................................................................... 19 Data Gathering Procedures............................................................................................. 19 Data Processing and Statistical Treatment ..................................................................... 19

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Chapter IV ......................................................................................................................................20 RESULTS & ANALYSIS .............................................................................................................20 4.1. Service Satisfaction: ....................................................................................................... 20

4.2. 4.3. 4.4. 4.5. 4.6. 4.7. 4.8. 4.9.

Protection against theft: .................................................................................................. 21 Offers on Payment:......................................................................................................... 21 Provision of other services: ............................................................................................ 21 Card Protection service: ................................................................................................. 22 Frequent flyer program: ................................................................................................. 22 Travel Accidents: ........................................................................................................... 22 Payment channels: .......................................................................................................... 23 Max cover:...................................................................................................................... 23

Chapter V .......................................................................................................................................24 CONCLUSIONS & RECOMMENDATIONS ..............................................................................24 References ......................................................................................................................................26 Appendices .....................................................................................................................................28 1- Questionnaire On E-Payment .......................................................................................... 28
2- Tables and Graphs:.. 32

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SUMMARY

This report examine the current development of online payment systems for e-commerce, covering different payment mechanisms, the scope to which these different systems are used and the implications of industry characteristics and network effects. It discusses drivers and obstruction to the uptake of payment systems and identifies some guidelines issues for further examination. With the development of the Internet in the 1990s there were high expectations for its widespread commercial use and for rapid growth in e-commerce. Early predictions were overoptimistic, and attention shifted to identifying various barriers to the widespread development of e-commerce. Specifically for business-to-consumer (B2C) transactions the development and use of online payment systems were identified as important concerns. Nonetheless B2C e-commerce is currently growing at around 25% per year and growth has been much higher in some segments (e.g. travel). International transactions have become more important, and much of the initially predicted growth has been attained if not surpassed. This report analyses the development of online payments systems from the viewpoint of their contribution to the development of online transactions, and identifies current issues and future challenges.

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ABSTRACT

With the initial widespread uptake of the Internet, there were high expectations of its potential for commercial use and especially for e-commerce. As these predictions were too optimistic in the short run, commercial and policy focus turned to barriers to e-commerce development. Household surveys in OECD countries emphasized a range of barriers to business-to-consumer (B2C) transactions, among them consumer resistance to paying on line figured prominently. A number of issues around online payment systems were often used as one of several key factors to explain slower than predicted e-commerce growth. According to these arguments, the lack of appropriate online payment mechanisms, consumer confidence in electronic payments and/or issues with the perceived security of payment mechanisms partly explained the weak uptake of online shopping. In other words, payment-related difficulties were seen as one key explanation together with other factors such as products not being appropriate, sellers being unknown, delivery being uncertain, and consumers not being interested.

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CHAPTER ONE
Introduction

1.1. General: This particular research is carried out to know about the development of electronic payment systems from the past to until date, the progress achieved by the system and also the extent to which these systems are used.

1.2. Background and Objectives: The evolution of payments in recent history has gone from cash to cheques to payment cards such as credit and debit cards. Each payment method has served its rationale very well, but as the level of electronic fraud continues to rise, authorities are realizing a more sophisticated technology or revolutionary change is needed. In 1918, electric money was born when Federal Reserve Banks first enthused currency via telegraph. Although it wasnt until the automated clearinghouse (ACH) was setup by the US Federal Reserve in 1972 that electronic currency became widespread. This provided the US Treasury and commercial banks with an electronic substitute to processing cheques.In 1939; a consecutive inventor by the name Luther George Simian produced theBankmatic automatic teller machine. He filed 20 copyright and asked the company currently known as Citicorp to trial it. After six months the bank had learned
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that there was no demand for such a product. Nevertheless in 1968, Don Wetzel, Tom Barnes(mechanical engineer) and George Chastin (electrical engineer) conceptualized what is now recognized as the modern ATM. In 1969 and five million dollars later, the first epitome of the modern ATM was made and patents were then issued in1973. The first working ATM was installed into the Chemical Bank based in New York City. The first ATM. saws off line machines, meaning that the money was not automatically inhibited from users accounts. Therefore only elite customers with good credit record were able to use ATMs. Today, more or less everyone has admittance to the use of these devices and at last count there were over 352,000ATMs in the US alone. These ATMs currently perform over 1.1 billion transactions per month or 26,000 dealings a minute. Charge cards date back to as early as 1914 when Western Union provided metal cards, allowing delayed payment privileges to favored patrons. These cards were colloquially identified as .metal money.

1.3. Objective of the study:

The main aim of this research is to identify and describe the merits and demerits of the Electronic Payment in the Kingdom of Bahrain and also to find out the level of security while using such methods.

The main objectives of this study are listed below:

1. To find out whether the customers really find it easier to use the Electronic

2. To find out the risks faced by the customers while using the Electronic Payment

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Payment.

3. To find out why customers are encouraged for the use of Electronic Payment

The company chosen to further carry out the project is CrediMax. Being the first credit card issuer in the Kingdom of Bahrain, CrediMax evolved to be a pioneering market leader in credit issuing and acquiring since issuing the first credit card in July 1991 as card centre at Bank of Bahrain and Kuwait, one of the largest commercial banks in the Kingdom.

Previously, CrediMax was merely a card centre in the Retail Division of Bank of Bahrain and Kuwait. In April 1999,the card centre was turn off into a separate and selfgoverning fully owned auxiliary of the Bank, with the aim of focusing on the credit cards line of business and to be competent of further expanding both locally and regionally. By maintaining a concrete market leadership in a competitive market like Bahrain, CrediMax was capable to strengthen its position by ensuring and maintaining high excellence customer service, introducing a variedcollection of new innovative products and services, continuous augmentation of obtainable products and by introducing value-added campaigns and promotion on a unremitting basis.

Through its strategic alliances with renowned institutions that include Visa, MasterCard and JCB, CrediMax was successfully able to further position itself as a leading cardissuing and acquiring company with an intensive portfolio of worldwide acceptance. CrediMax products include Platinum cards, Internet credit cards CrediNet and the unique smartcard-based loyalty program (MaxPoints).
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Overall, CrediMax resaves no efforts to invest in technology and other resources to facilitate the latest and most convenient means and ways of efficient customer service to its clients.

1.4. Outline of Requirement: The research is conducted within the geographical boundaries of the Kingdom of Bahrain. The research will be conducted with the help of the questionnaire to which a particular section of the population will be chosen to respond to the questionnaire which will further form basis for conclusion and recommendations.

1.5. Outline of the Report: The project has five chapters as following:

Chapter one; is going to present an introduction about the topic including a brief background, objectives, statement of problem, significance of the study and the scope and limitations.

Chapter two will have some relevant literature reviews such as survey results, reports, and studies.

Chapter three is going to explain the methodology used to prepare the research.
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Chapter four will illustrate the questionnaire results

Chapter five will have the conclusion and give some recommendations'.

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CHAPTER TWO
Literature review

2.1. Bhatia (2008) He notified that while using the card payment system, the customer as well as the supermarket has to pay a operation fee to the bank which provided the card. Conversely, an another method should be found out, soon for payments instead of the credit card or debit card payments which is more expensive particularly for low-price purchases.

2.2. Moynihan and Titley (2000) They specified that the customers should check whether they have adequate amount in their account before purchasing, otherwise the transaction will not be authorized. For each transaction the authorization should be given so that the stolen cards can be recognized instantly.

2.3. Dransfield and Needham (2005) According to the important merit associated with the EPS is of course time-consuming for the customers and the supermarket. The supermarket will get the amount immediately credited to its account from the customer's bank account and the customers no need to carry cash with them for shopping. It eventuallyincreases the efficiency of the supermarket and the payments are made in a faster way.

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2.4. Knights and Willmott (2000) Accentuated EPS as a customer leaning integrated process can control and use the communication technologies and the information to strengthen closeness to the customers. In the checkouts of the supermarkets the purchase transactions of the customers will be recorded. Exactly, from this point, the stock maintenance is done directly from the checkout scanners of the EFTPOS. That is when each item is scanned for the transaction, that particular item will be subtracted from the stock. The accountability of the supermarket is to satisfy the customers' demand through the supply chain and to refill the products shelves regularly. Every transaction in the EPS will supply information for the stock control system. The use of the EPS will soon take the market share away from cash and cheques.

2.5. Jill A. Keck, Esq. (2010) E-payments have quite a few advantages, which were not at allaccessiblethroughout the conventional modes of payment. Some of the most vital are privacy reliability compatibility, good deal efficiency suitabilityexpediency- mobility low financial risksecrecy.

The writer further mention that conceivably the most benefit of e-payments is the expediency. Individuals can disburse their bills and make purchases at eccentric locations 24 hours a day, 7 days a week, and 365 days a year. There is no waiting for a mercantile
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or business to open. Sightseer and others away from home must not worry that they

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forget to drop off the payment for the utilities or mail the check for their credit card bill. They can purely pull up their account online and pay their bills on the road. This direct to the second best benefit of e-payments- they save time.

2.6. Thisdaylive.com (2012)

Talking about the services provided by Aero, the writer mentioned As part of her incessantdevelopment on customer-focused services, Aero, West Africas oldest aviation company has establish an completely new, fast and expedient mobile money payment on the proposal of U-MO.The writer further mentions that it is the first of its kind in the Nigerian aviation industry as Aero ticket be able toat present be paid for from an electronic folder on the mobile phone as it is a product that facilitate customers to pay for their flight tickets using their mobile phones. The preamble of the mobile money platform is in accumulation to other booking and payment options provided by Aero for the customers convenience. The writer concludes that it is further proof of Aeros desire to authorize more people to fly more often by offering great value fares. The airline believes air travel should be reasonably priced and available to all and they are doing just that by introducing this payment platform.

2.7. Cindy Merritt (2010)

Assistant director of the Retail Payments Risk Forum, in a recent interview called out that the up-and-coming technologies are bridging banks to social networks and setting the

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stage for cross-continent payments rails. Those bridges also are opening doors for relations between merchants and telcos, and are bringing unbanked customers closer to more conventional financial services. The Assistant Director further mentions that Payments are quickly migrating from paper to electronic format, which is setting the stage for new financial products and services that provide to the unbanked. The problem for banks and credit unions, she says, is that electronic payments also generateprospect for non-traditional financial-service providers, and that means more antagonism.

2.8. Andrew Rolfe (2007)

He has published an article that discusses ways to use out-of-band verification to make safe online transactions. He defines this as the use of two separate networks working concurrently to validate a user. The practice of two-factor confirmation has certainly established much press, but out-of-band authentication is a moderately new concept. He further discusses the increased complexity of criminals, particularly through the proliferation of malware and phishing. He describes how out-of-band authentication for activities such as online financial transactions can be used to frustrate illegal activities. In particular, he describes how some financial institutions now employ the telephone network as out-of-band authentication for certain types of transactions such as balance transmit. The article is a good read if you want to stay up on the newest ideas in this industry.

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2.9. David H. Press(2007) D. H. wrote about the amplified inspection to anticipate in 2007 from the credit card associations. He cites a Visa proclamation that states: By combining both incentives and fines, we look forward to acquirers to increase their hard work with merchants to hasten their progress toward becoming PCI-compliant and eliminating the storage of responsive card data. Nothing is more important to Visa than securing commerce.

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Chapter THREE
METHODOLOGY

This chapter brings to the front a series of study techniques and stuff utilized in this research which is relevant to the study work. It determines relevant characteristics associated to the resources and process used for this study. This chapter highlights a variety of research processes and implements utilized in this study which is pertinent to the research work. It investigates pertinent features connected to the resources and techniques employed for this study such as research methodology, data gathering tools, data collection methods and analysis of data among others.

3.1. Research Design The proposed study will make use of the descriptive type of research. Descriptive is the universal term utilized to organize a study whose data shall chiefly be used to explain, typify or supply a picture of the research subject, respondents or population. The descriptive survey method is utilized in this research by relating the incident, frequency and distribution of certain kind of a population. The researcher asked a string of questions to willing partakers; then the study has summarized their replies with percentages, frequencies, or more sophisticated statistical indexes; and then analyses about a specific population from the replies of the sample group.
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3.2. Sources of Data Usually research can be distinguished as two types mainly Primary and secondary research. When research is done directly through questionnaires, interviews or as surveys then it is termed as Primary research and Secondary research is when the data is culled out from other sources like books, newspaper, magazines, websites etc. In this we have mainly used the primary research but for literature review used secondary research too.

3.3. Sampling Design In this study we have conducted a survey with a sample size of 20. We have chosen customers of Credimax, which is a credit card services provider in the Kingdom of Bahrain. Out of the 30 customers we have got the sample size of 20 respondents, which have fully answered the questionnaire. The questionnaire was developed and is formatted in two sections one is pertaining to demographics and details and the other is based on the statement of the problem or the answers we are seeking through this study.

3.4. Respondents of the Study The respondent of the study are customers of Credimax, which is a credit card services provider in the Kingdom of Bahrain. They were chosen on the basis of the assumption that they have knowledge of e-payment and their services.

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They belong to rank and file and they are from different cultures, background, life style, and level of living. The questionnaires will be distributed among the participants through many ways; it can be by electronic media such as the e-mail, personally, or by fax.

3.5. Research Instrument The descriptive survey method is used to describe the occurrence, regularity and allocation of certain description of population. Questionnaires are used in this study. The questionnaire is an effective way of gathering data for studies entailing quantification of insight, approaches, conduct, judgment, etc. They also append that face-to-face interviews support possible participant and expand their collaboration, therefore, giving the maximum response rate in a research by survey. They too allow the researcher to hunt for follow up information.

3.6. Validity of the Instrument The questionnaire circulation will attempt to steer clear of any prejudice of any type therefore will be circulated randomly and in all hierarchy of the employees. This will promise the soundness of the instruments.

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3.7. Reliability of the Instrument The questionnaire was pre-tested with an undersized group of individuals. Retesting consigns of using of the questionnaire on a small group of respondents to verify their comprehension of the question. This pilot group was composed of credit card holders. The individuals were educated (with college degree) and as such, were anticipated to supply feedback on the suitability of the design and content of the current survey.

3.8. Data Gathering Procedures Copies of the questionnaire will be distributed among the credit card holders of Credimax. The targeted groups were believed to be experienced with concerns and problems, incorporated in the questionnaire. Different ways will be utilized to dispense the questionnaire among the targeted group. Electronic mail, ordinary mail, telephone, fax device, and web site forms are utilized for the efficient delivery.

3.9. Data Processing and Statistical Treatment The gathered data will be condensed and coded for rationale of arranging and classifying it.

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Chapter IV
RESULTS & ANALYSIS

In this analysis we will be glimpse at all the gathered responses of various customers and how the services provided by the e-payments are used by these respondents in their day to day living are taken and conclusions drawn on them. Let us check out the result of the questionnaire (as seen in the Appendix). The results are divided into two main parts and are denoted as tables and charts in this section. The two parts are the demographics section which clearly gives the demographic profile of the external auditors who respondents.

4.1. Service Satisfaction: (Table and graph 1) Customer satisfaction is the major aim of any business organization. Credimax provides a wide range of services to its customers. So, talking about the satisfaction of the services provided by the customers,out of 20, 12 respondents were very much satisfied by the services, 2 were satisfied and one each for indifferent, dissatisfied and very dissatisfied

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4.2. Protection against theft: (Table and graph 2)One of the major services provided by Credimax is the protection to the customersinterest in case of theft. Thus when asked about the same, 18 respondents agreed that this particular service was provide3d by Credimax, whereas, 2 respondents did not agreed for the same. This may be due to lack of awareness on part of the respondents

4.3. Offers on Payment: (Table and graph 3)With the increasing amount of competition various companies come up with wide range of offers to choose from which is a benefit to the customers. Credimax also provides such services to the card holders. They have various offers on payment made through their cards.

4.4. Provision of other services: (Table and graph 4)In todays world it is very necessary to be in competition. Competition can be maintained with the help of new and innovative strategies. One such strategy is providing other services. Credimax also aces in providing variety of services to its customers. Out of 20 respondents 16 respondents agreed that Credimax provided variety of services and the remaining 3 disagreed for the same and 1 was unaware.

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4.5. Card Protection service: (Table and graph 5)Card protection service is one of the major service which is required by every customer. If there is no protection, in case of theft, there are chances of its misuse. Credimax provides card protection to its customers. On asking about the importance of this service, out of 20, 15 respondents agreed that the service was very important, 2 agreed for important and one each for somewhat important, not important and not at all important.

4.6. Frequent flyer program: (Table and graph 6)CrediMax has signed an exclusive deal with Gulf Air to recompense their Visa and MasterCard Platinum, Visa Corporate, and Visa, MasterCard and JCB Gold cardholders with Gulf Air miles. Gulf Air's Frequent Flyer Program is intended to award you with a wide range of travel benefits and special privileges. 12 respondents felt it was very important service, 2 felt it was important, and one each for somewhat important, not important and not at all important.

4.7. Travel Accidents: (Table and graph 7)All CrediMax Platinum, Gold and Classic cardholders enjoy the benefits of an insurance cover of up to US $ 500,000, US $ 250,000 and US $ 150,000 respectively. Out of 20, 10 agreed that this particular service was very important, 5 felt it was important, 2 agree it was somewhat important, and one each for not important and not at all important.

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4.8. Payment channels: (Table and graph 8)Credimax provides more services in one stop which includes Bill Payment, Top-up and Bill Inquiry. Out of 20, 15 agreed that this particular service was very important, 2 agreed for important and one each for somewhat important, not important and not at all important

4.9. Max cover: (Table and graph 9)CrediMax assures that the card holders are protected in case of unfortunate incidents occur such as Permanent Disablement, or even Death due to which family of the card holder would be saved from an additional financial burden of having to pay your credit card obligations. To give this stability over the uncertainty of tomorrow, CrediMax has introduced MaxCover. This is a one of the major important service, 16 respondents agreed it was very important, and one each agreed, it was important, somewhat important, not important and not at all important.

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Chapter V
CONCLUSIONS & RECOMMENDATIONS

After considering all the above factors and the response of the questionnaire it can be said that electronic payments provide accuracy, time-saving, less paper work, security and many more. But parallel to this it has faced a lot of changes in the installation and the maintenance of the electronic payment and its infrastructure. However, a few other studies mentioned that the use of the pin number in the electronic payment will establish a two-way confidential channel between the customer and the electronic payment, even when the transactions are passed through the not trusted intermediary. The pin number entered for a particular transaction proves that the cardholder is present for the transaction. But, if anybody else knows the pin number still they can use the card. Some more researchers have mentioned that the electronic payment in the supermarkets has created an impact with the customers shopping without cash. On the customers' side many researchers examined the customers' behavior towards the electronic payment system differently. Some studies notified that due to the security risk and the customers' lack of knowledge towards the electronic payment, either due to the lack of awareness or age factor, and a list of other reasons the electronic payment in the supermarkets is not used by many customers as it was expected to be. From all these considerable factors and study made from relevant books it can be concluded that electronic payment is here to stay and has many advantages in the long

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run for the customers. The banks which provide the credit cards and the debit cards could not

successfully overcome the security problems faced by the customers towards the usage of the electronic payment.

Recommendations: Though the e-payment has made an immense progress in recent years still there is room for development. The following can be adopted for bringing in more advancement in the operation of e-payment: Launching of web page of all the service utility providers to individual customer as this will be appreciated by the customer. Providing the customer with billing status information with at least daily updates. The consumers should be able to download the bill and that bill should be accepted as proof when paid with. Credimax can also increase the number of distribution channels for payments and find newer ways so that more people can pay their utility bills electronically . There should be Computerized Ledger for all the utility service providers. They should maintain a standard database of all the clients so that there could be instant update as soon as the bill is paid. The utility service provider who does not yet have the option for electronic bill payment must have some option for it by March 2007and let everybody know about it.

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References
1. Aneace Haddad (2005). A new way to pay: Creating competitive advantage through the EMV Smartcard standard, Gower Publishing Ltd, pp 106-110 2. British Retail Consortium (2007). British Retail Consortium, The stationery Office Ltd (TSO), pp 101-102 3. Bruce Christianson, Bruno Crispo, James A.Malcolim (2009). Security Protocols, Springer pp 164-167 4. Dan Moynihan, Brian Titley (2000). Intermediate Business, Oxford University Press, pp 364 5. David Knights, Hugh Willmott (2000). Reengineering revolution?: Critical case studies of corporate change, Sage Publications Ltd, pp 100 6. Frank Wood and Alan Sangster (2005). Business Accounting, Pearson Education Ltd, pp 127 7. Glen Arnold (2005). Corporate Financial Management, Pearson Education Ltd, pp 41 8. Mehdi Khosrow-Pour (2004). The Social Cognitive of E-Commerce on Modern Organizations, Idea Group Incorporation, pp 76- 80 9. Michael Levi, Hanley (2003). Criminal Justice and Future of Payment Card Fraud, IPPR Publications Ltd, pp 20-21 10. Peter Howells and Keith Bain (2007). Financial Markets and Institutions, Pearson Education Ltd, pp 64 11. Philip Lewis, Adrian Thornhill, Mark Saunders (2003). Employee relations: understanding the employment relationship, Pearson Education Ltd, pp 61

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12. Phill Evans (2004). GCSE ICT, Payne-Gallway Publishers Ltd, pp 54-55 13. Robert Dransfield, David Needham (2005). GCE AS Level Applied Business Double Award for OCR, Heinemann Educational Publishers, pp 240 14. S.C. Bhatia (2008). Retail Management, Atlantic Publishers and Distributors (P) Ltd, pp 427,428 15. Stephen Doyle (2001). Information and communication technology, Neison Thornes Publishers Ltd, pp 103 16. Wolfgang Rank1, Kenneth Cox (2007). Smart card Applications, John Wiley & Sons Ltd, pp 163-164

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Appendices

1- Questionnaire On E-Payment

Part A :

1. Gender of Credit card user. Male Female

2. Age group of credit card users. 15 to 35 50 to 60 35 to 50 Above 60

3. Your monthly Income? >500 BD 600 to 1000 BD 1100 to 1600 BD 1700 BD or more

4. Occupation of credit card user? Government sector employee Business owner Private sector employee Investor

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5. Do you owe credit card that belongs to one of more of the following? CrediMax BISB Bank NBB Bank Bahraini Saudi Bank

Other , specify . None of the above

6. How long have been you using the Credit card? Less than 6 months 2 to 4 years 1to 2 years More than 4 years

7. How often do you use Credit card services in a day? ............... Times

Part B :

8. Why have you chosen Credimax Card?

Past Relationship Near to home/office Brand name Others, Please specify_______

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9. Are you satisfied with the services providing by Credimax?

V. Satisfied

Satisfied

Neutral

Dissatisfied

V. Dissatisfied

10. Does Credimax provides protection against loss or theft? Yes No Cant say

11. Does Credimax provides offers on payments made through the card? Yes No Cant say

12. Are you benefitted with other services provided by Credimax except electronic payment? Yes No Cant say

15. Are you satisfied with Credimax services? Yes No

16. How would you rate the services of Credimax? Good Fair Poor Very poor

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17. How important are the following services supported by Credimax?

Feature Card Protection Frequent program flyer

Very Important important

Somewhat important

Not important

Not at all important

Travel Accidents Payment channels Max cover

17. Are you satisfied with the relationship maintained by the Credimax?

18. What kind of quality of the relationship do you like to in Credimax?

19. Do you think that Credimax is providing a Quality customer care services? 20. What exactly you are looking for in Credimax? Please write your expectations.
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2- Tables and Graphs: (Table and graph 1)

Statement
Service Satisfaction

V. Satisfied
12

Satisfied
2

Indifferent Dissatisf V. ied Dissatisfied

1 1 1

Service Satisfaction
60 40 20 0 V. Satisfied Satisfied Indifferent Dissatisfied V. Dissatisfied

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(Table and graph 2)

Statement Protection theft

Yes against
18

No
1

Cant say
1

Protection against theft

yes 5% 0 0.05 90% 5% no cant say

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(Table and graph 3)

Statement Offers on Payment

Yes
18

No
1

Cant say
0

Offers on Payment
0% 5%

yes no cant say

95%

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(Table and graph 4)

Statement Offers on Payment

Yes
16

No
3

Cant say
1

Offers on Payment
100% 80% 60% 80% 40% 20% 0% yes no cant say 15% 5%

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(Table and graph 5) Statement Very important 15 Card Protection service Important 2 Somewhat important 1 Not Not at all important important 1 1

Card Protection service

80 75 70 60 50 40 30 20 10 0 very important important somewhat imortant not important not at all important 10 5 5 5

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(Table and graph 6)

Statement Frequent flyer program

Very important
12

Importan t
2

Somewhat important
1

Not important
1

Not at all important

1

Frequent flyer program

Sales

60

25 5 very important important somewhat imortant not important not at all important 5 5

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(Table and graph 7) Statement Travel Accidents Very important

10

Important
5

Somewhat important
2

Not Not at all important important

1 1

Travel Accidents
50 45 40 35 30 25 20 15 10 5 0 very important important somewhat imortant not important 25 15 5 5 50

not at all important

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(Table and graph 8) Statement Payment channels Very important

15

Important
2

Somewhat important
1

Not Not at all important important

1 1

Payment channels
80 75 70 60 50 40 30 20 10 0 very important important somewhat imortant not important not at all important 10 5 5 5

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(Table and graph 9) Statement Max cover Very important

16

Importan t
1

Somewhat important
1

Not Not at all important important

1 1

Max cover

5% 5% 10% 80% 5% 5%

very important important somewhat imortant not important not at all important

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