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An Analysis of Customer Satisfaction towards Bank of Baroda Credit Cards
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Summer Internship Project Report
On
An Analysis of Customer Satisfaction towards Bank of

Baroda Credit Cards
Submitted to
SAL Institute of Management
(Institute code: 807)
Under the Guidance of
Dr. Bindiya Baxi Chhaya
In Partial Fulfillment of the Requirement of the Award of the Degree of
Master of Business Administration (MBA)
Offered By
Gujarat Technological University
Ahmedabad
Prepared By:
Milan Ponkiya (208070592093)
MBA (Semester – ll)
May, 2021
1
Declaration
I hereby declare that the Summer Internship Project Report titled “An Analysis of
Customer Satisfaction towards Bank of Baroda Credit Cards.” is a result of our own work
and indebtedness to other work publications, references, if any, has/have been duly
acknowledged. If we are found guilty of copying from any other report or published information
and showing as our original work, or extending plagiarism limit, we understand that we shall
be liable and punishable by the university, which may include ‘Fail’ in examination or any other
punishment that university may decide.
Enrollment No Name Signature

208070592093 Milan Ponkiya
PLACE: AHMEDABAD DATE: 26/10/2021
2
This is to certify that project work embodied in this report entitled" An analysis of
Customer Satisfaction towards Bank of Baroda Credit card" was carried out by
Ponkiya Milan Babubhai and Enrollment no. 208070592093 of Sal Institute of
Management & 807.
The report is approved not approved.
Comments of External Examiner:
This report is for th e partial fulfilment of the requirement of the

award of the degree of Master of Business Administration offered
by Gujarat Technological University.
_______________
(Examiner's Sign)
Name of Examiner:
Institute Name:
Institute Code:
Date:
Time:
3
Institute Certificate
Date:26/10/2021
“This is to Certify that this Summer Internship Project Report Titled “An Analysis of
Customer Satisfaction towards Bank of Baroda Credit Cards.” it is the bonafide work of
Milan Ponkiya (208070592093), who has carried out his / her project under my supervision. I
also certify further that , to the best of my knowledge, the work reported herein does not form
part of any other project report or dissertation on the basis of which a degree or award was
conferred on an earlier occasion on this or any other candidate. I have also checked the
plagiarism extent of this report which is 14% and it is below the prescribed limit of 30%. The
separate plagiarism report in the form of html /pdf file is enclosed with this.
Rating of Project Report [A/B/C/D/E]: ______
(A=Excellent; B=Good; C=Average; D=Poor; E=Worst)
(By Faculty Guide)
Signature of the Faculty Guide/s
(Name and Designation of Guide/s)
Signature of Principal/Director with Stamp of Institute
(Name of Principal / Director)
4
PLAGIARISM REPORT
5
ACKNOWLEDGMENTS
It is my pleasure to be indebted to various people, who have directly or indirectly

contributed in the development of this work and who influenced my thinking, behavior,
and acts during the Course of study.
“Summer Internship Project (SIP)” is one of the Project of M.B.A. Program. I am much
obliged to express my deep gratitude to all the personalities who gave their cooperation
and guidance for this project. This report is impossible without the cooperation of
certain people.
I also extend my sincere appreciation to Dr. Bindiya Baxi Chhaya who as a technical
guide provided her valuable suggestions and precious time in accomplishing my project
report. I would also like to thank my colleagues for being with me and supporting me
during the internship.
Thank you,
MILAN PONKIYA
6
PREFACE
As a part of the MBA curriculum and in order to gain practical knowledge in the field
of management, we are required to make a report on the study of “An Analysis of
Customer Satisfaction towards Bank of Baroda Credit Cards.” The main purpose
of preparing this project report is to satisfy the credit card knowledge.
We have included various concepts, meanings and effects of credit cards in this project
report. It helps to gain practical knowledge in a given area based on theoretical
knowledge.
The implementation of this project report helped us improve our knowledge of credit
card volatility. The knowledge and experience gained from this report will be very
useful to us in the future.
7
Table of contents
No. Particulars Page. No.

1 1.1 Introduction of Bank of Baroda 10
Overview 11
Current scenario 12
PESTEL Analysis 13
Porter’s Five force Analysis 15
1.2 Introduction of credit card 17

Overview 19
Vision and Mission 20
Organization structure 21
Product profile 22
Competitive analysis 23
Relevance of credit card in context of 24
COVID-19.
SWOT Analysis 25
2 Relevance of Study: 26
Importance of Studies 27
Challenge and advantages of credit card 28
Identification of Problem 32
Research Question 34
3 Literature Review 35
Research Gap 41
4 Research Process/Methodology 42
Research Objective 43
Research Design 44
Objectives of the study 45
Data Analysis tools 46
8
Limitation of the study 47
5 Data Analysis and Interpretation 48
6 Findings 73
Practical/Managerial Implication 75
Theoretical Contribution 76
7 Suggestion/ Recommendation 77
Learning from SIP 78
Conclusion 79
8 Bibliography 80
9 Annexure 82
9
CHEPTER: 1 (1.1)
10
INTRODUCTION OF BANK OF BARODA
Bank of Baroda is an Indian state-owned banking and financial offerings company

headquartered in Vadodara (in advance known as Baroda) in Gujarat, India. It is the
second-largest financial institution in India, after bank of Baroda, and offers a range of
banking products and monetary offerings to company and retail clients through its
branches and through its specialized subsidiaries and affiliates.
The bank was founded by means of the Maratha, maharaja of Baroda, Sir Sayajirao
Gaekwad I on 20 July 1908 in the princely state of Baroda, in Gujarat. The bank, along
side thirteen different main commercial banks of India, was nationalized on 19 July
1969, by using the government of India and has been exact as an income-making public
quarter undertaking (PSU).Financial institution of Baroda is one of the big four banks
of India, along with bank of Baroda, ICICI financial institution and Punjab.
In 1908, Maharaja Sayajirao Gaekwad III, one of the knights of the Maratha kingdom,
installation the bank of Baroda, with different stalwarts of industry consisting of
Sampatrao Gaekwad, Ralph Whitenack, Vithaldas thakersey, Tulsidas kilachand and
NM Chokshi. Years later, BOB hooked up its first branch in Ahmedabad.
11
OVERVIEW
It has been an extended and eventful journey of just about a century throughout 19
international locations. Starting in 1908 from a small constructing in Baroda to its new
hi-rise and hello-tech Baroda corporate Centre in Mumbai, is a saga of imaginative and
prescient, enterprise, economic prudence and corporate governance.
It’s far a tale scripted in corporate know-how and social pleasure. It is a story crafted in
personal capital, princely patronage and nation possession. It is a tale of regular bankers
and their incredible contribution in the ascent of financial institution of Baroda to the
ambitious heights of company glory. It’s far a story that wishes to be shared with all
those hundreds of thousands of humans customers, stakeholders, employees & the
general public at huge who in ample degree, have contributed to the making of an
organization.
12
CURRENT SCENARIO
Inside the aggressive credit card section to acquire new clients, bank of Baroda (BOB)
had announced a lifetime free credit card offer, in case you observe in August (it is a
restricted duration provide consistent with the bank internet site). Now, the bank has
suddenly introduced a devaluation in rewards and advantages on clean, Swavlamban
and choose credit score playing cards. The modifications are effective from September
15.
“The devaluation of rewards and withdrawing positive benefits are giving an incorrect
sign to the existing and potential customers of the bank’s credit card,” says a
spokesperson. He adds that this announcement has come inside the brief-span of time
after announcing precise information of a lifetime unfastened credit score card provide.
With the surprising selection of withdrawal of positive blessings, the clients won’t be
able to accept as true with the banks’ present capabilities.
BOB’s Easy and Swavlamban credit cards have a feature of 0.5 percent cashback on
repayment of credit card dues. The cashback gets credited in the next month’s
statement. The bank has announced the withdrawal of this benefit effectively from
September 15 on both credit cards.
13
PESTEL ANALYSIS
Political
The political factors play a big position in not most effective funding selection via
transnational agencies however also with the aid of corporations consisting of financial
institution. Political surroundings and different factors now not simplest effect the fee
of doing enterprise but also long time sustainability.
14
A number of the political Factors are governance machine, democracy &
establishments, military coup possibilities, opportunity of armed conflict, regulation
and order in market and many others.
Economic
Economic elements of a country and place have an immediate effect at the capability
elegance of a given market. A number of the financial factors that Cmd bank ought to
evaluate each in the present marketplace and one in which it desires to input are
inflation fee, GDP boom fee, disposable income level and many others.
Social
Social elements inclusive of demography tendencies, power structure within the

society, ladies participation in body of workers etc. have monstrous impact over no
longer handiest the United States’ economy however additionally on personnel skills
availability and level of consumer demand.
Technological
Technology is fast disrupting business fashions throughout numerous industries. Some

of the generation trends that are impacting the macro environment are traits in artificial
intelligence, use of system gaining knowledge of and big information analytics to be
expecting client conduct, growing importance of platforms over service vendors and so
forth.
Environmental
Environmental elements are speedy gaining traction not best among customers however
also amongst regulators and coverage makers. Climate change and changing ecosystem
is main to the extinction of more than 20% of species on this planet by way of the turn
of this century.
Prison
Criminal factors frequently govern conditions to enter the marketplace, legal guidelines
to function inside the marketplace, and manner to clear up any dispute with different
stakeholders. If the criminal system is not robust then Cmd financial institution can face
numerous challenges from consumer petitions to shakedowns from authorities.
15
PORTER'S FIVE FORCES ANALYSIS
Porter’s 5 forces version is used to investigate the external business surroundings and
become aware of ability opportunities and threats in the industry. This includes
assessment of the risk of latest entrants, threat of substitutes, bargaining strength of
providers, bargaining strength of clients, and competitive rivalry among current
gamers.
Threat of new Entrants
The chance of new entrants is low for this enterprise because of excessive entry barriers.
This Industry’s foremost attention is on financial services for monetary institutions. The
economies of scale for this enterprise are high and new entrant should make investments
excessive capital because Of high constant expenses. Existing players have suitable
patron relations in order a new player its miles tough to draw purchaser group.
16
Current Gamers have logo loyalty of their Clients and they could enjoy price benefit
over new players. High competition amongst enterprise gamers is likewise a major
barrier for brand new entrants.
Bargaining power of suppliers
Bargaining strength of suppliers in credit card enterprise is medium. Principal inputs

for this enterprise are plastic playing cards, laptop and peripherals providers, and
software program package companies. The provider marketplace is fragmented and
there are fewer dominant gamers. Revelry amongst suppliers additionally delivered
benefit for this enterprise. But consolidations amongst providers would possibly
enhance the bargaining power. So ordinary bargaining power of suppliers is slight.
Bargaining power of buyers
Bargaining electricity of consumer is mild to excessive on this industry. The credit

score card industry serving in all sectors. So, number of clients in these sectors are very
excessive and there are fewer dominant customers those sectors. Governments
additionally changed policies to manipulate credit score card organizations which gave
the bargaining power to the government. Through thinking about a lot of these factors
bargaining energy of customers is slight.
Threat of substitutes
Substitutes for credit card enterprise merchandise are coins and paper-based payments
like assessments, call for drafts, and many others. There are a smaller quantity of
substitutes for this industry products so the danger of substitutes is low. Consumers in
many countries are switching from paper transactions to on-line transactions so the
dominance of substitutes is reducing regularly. Sooner or later, risk of substitutes is low
for this enterprise.
17
CHEPTER: 1.2
INTRODUCTION OF CREDIT CARD
18
INTRODUCTION
The credit card industry includes all the organizations that store, process, and transmit
card holder data and conduct card transactions. Many standards have been developed
to safely perform these types of services. A credit card is a thin, rectangular plastic card
issued by a bank or financial institution that allows you to borrow money up to a pre-
agreed limit to pay for your purchase.
The limit is set by your card issuer based on your creditworthiness and history. In
general, the higher the score, the better the story, the higher the limit. Credit card users
can revoke their credit card for payment or use it for online transactions.
When applying for a credit card, make sure your loan is paid off on time to avoid
penalties. A credit card is a credit card issued to a consumer (cardholder) so that the
cardholder can pay the merchant for goods and services in accordance with the
cardholder's promise to pay the card issuer the amount and other agreed fees.
19
OVERVIEW
Credit cards are payment mechanisms that enable you to make consumer and
commercial business transactions, including purchases and cash withdrawals. Credit
cards are commonly used in place of cash or checks and offer unsecured revolving lines
of credit in most cases.
The borrower must repay at least a portion of the outstanding card balance for each
billing cycle in accordance with the terms set out in the cardholder’s contract. As debt
decreases, the available account balance in good standing increases. These
sophisticated financing methods are constantly changing terms and prices. Payment
cards differ from credit cards in that you have to pay the full amount every month.
The face of the card contains a series of numbers representing various elements such
as: each network, bank and account. This number is usually referred to as the account
number or card number. A magnetic stripe, often called a magnetic stripe, runs through
the back of the card and electronically contains some of the account information.
The cardholder’s signature line is also on the back of the card. Credit cards have many
other physical characteristics. However, as technology advances, its physical form
changes. For example, multipurpose cards (also called smart cards) include aspects of
encryption (passcode) and have a microprocessor or chip embedded in the card instead
of a magnetic stripe.
20
MISSION AND VISION
Teaching the best employees through training in a growing banking industry that will
face the challenges facing Tanzania's economic growth and enable it to provide the best
banking services in a competitive industry.
It was a century full of events in 25 countries of the world. From a small building in
Baroda to Baroda’s new high-tech business center in Mumbai in 1908, the company
evolved into a company with financial prudence and corporate governance. The vision
saga is a story of corporate wisdom and social pride. This is the story of personal capital,
royal patronage and state wealth.
It is the story of ordinary bankers that has made an outstanding contribution to the rise
of Bank Baroda to the pinnacle of corporate fame. We share this story with millions of
customers, stakeholders and employees.
21
ORGANIZATION STRUCTURE
Bank of Baroda, a newly formed giant announcing a third-party merger with Vijaya
Bank and Dena Bank, is seeking to restructure its combined company to improve
overall operational efficiency and improve controls and oversight. To this end, the bank,
which already has 9,447 branches, decided to introduce a new level of organizational
hierarchy by creating the position of general manager – general coordinator.
The position of General Manager Chief Coordination will be a rank above the General
Manager and one level below the Executive Director and will be responsible for and
drive multiple areas of operation instead of a single function, P.S.Jayakumar, Managing
Director & CEO, Bank of Baroda said in an internal note to employees..
The updated structure now has 108 zones in addition to 18 zones. A gradual shift
towards urban verticals is also being proposed in five cities: Mumbai, Delhi,
Ahmedabad, Bangalore and Chennai, Jayakumar said.
22
PRODUCT PROFILE
In the Credit Card Account window, create an account by entering your account name
and completing the fields. For details on each field, see the manual in the Credit Card
Profile window. To store credit card limits based on your card code, enter a value in the
Card Code field.
The value in this area will be used for future debt issuance. You can keep this
information for your reference. The entered card code must be included in the set of
card codes specified for the selected program. These card code restrictions must be
based on the card code restrictions imposed by the card issuer.
Example, To exclude cardholders from transactions that use a card code or range of
codes, select the Exclude check box and enter a card code or range of card codes.
To limit the total amount that an employee can spend per unit of time, enter the unit of
time (transaction, day, month, or period) and the amount. To limit the total number of
transactions that an employee can perform per unit of time for a code range, enter the
number of transactions allowed and select a unit of time (transactions, daily, monthly,
or period).
23
COMPETITIVE ANALYSIS
The sun well represents what our bank represents. It is the most powerful source of light
and energy, a distant beam that scatters darkness to illuminate everything they touch.
Bank of Baroda is committed to providing resources to all stakeholders to help them
achieve their goals. For BOB customers, we strive to be a one-stop shop and reliable
partner for their diverse financial needs.
Baroda Sun is the right face for our brand as it is a universal symbol of dynamism and
optimism that is important to a wide audience and is easy to decipher. BOB’s new
corporate identity is more than just a cosmetic change. This is a sign that we are aware
of and prepare for a new business paradigm in a globalized world. We ensure successful
careers for our employees and maximum return on investment for our investors and
business partners.
BOB also knows that our bank is diverse. Our branch network spans geographic and
cultural boundaries as well as urban and rural areas. BOB’s clients come from a variety
of industries and professions. At the same time, we are true to our traditions and strong
relationships on which our bank is based. We want to convey these two by adopting a
simple and powerful symbol like the Sun of Baroda.
24
RELEVANCE PRODUCT IN CONTEXT OF COVID-19
Shopping malls and multiplexes will also open, “said Nitin Agarwal, an analyst at
Motilal Oswal Securities. The entire chain of exploits is expected to further increase
commissions in the coming months. At the same time, Agarwal said purchases of new
cards will increase as they grow.
The same card companies are aggressively turning to card sources. This activity will
not lead to a major acquisition. Reduce credit card fees by blocking. June data shows
spending is on the rise. If you look at the picture,
Credit card fees are bound to rise in part because most large purchases are made with a
card. Fees will go up because there are many incentives to spend money on credit cards.
Costs are expected to rise significantly as nearby festivals and other states lift
coronavirus restrictions.
The cost is likely to rise from current levels as the recovery is not yet complete. Costs
are expected to rise due to rising travel costs and congestion in hotels and restaurants.
Dinner has not been picked up yet, delivery is in progress.
25
SWOT ANALYSIS
SWOT Analysis is a proven management system that allows brands like Bank of
Baroda to compare their businesses. Bank of Baroda is one of the leading brands in the
banking industry.
Bank of Baroda SWOT analyzes brands according to their strengths, weaknesses and
characteristics In Bank of Baroda SWOT analysis, strengths and weaknesses are
internal factors, while opportunities and threats are external factors.
As India’s second largest bank, Bank of Baroda has many branches that support low-
cost resource mobilization. Bank of Baroda has approximately 5330 branches
throughout the country and has reached rural India with approximately 1964 branches
in rural India.
The following table lists the SWOT (Strengths, Weaknesses, Opportunities, Threats) of
Bank of Baroda’s main competitor, Bank of Baroda, including target market,
segmentation and positioning.
Bank Baroda (BOB) is a public financial institution that provides services such as retail
banking, business banking, and corporate banking. He mainly works in India. In 2016,
BOB had sales of INR 196,837 million. As of 2016, Baroda Bank is headquartered in
Baroda, Gujarat. It is growing rapidly through various acquisitions and continuous
expansion of branches and networks
26
CHEPTER: 2
RELEVENCE OF STUDY
27
IMPORTANCE OF STUDY
The focus of this study is on customer satisfaction with credit cards. Here we are
conducting a survey to analyze the satisfaction of credit card users. The main purpose
of this study is to analyze the various aspects that affect the satisfaction of credit card
users.
Today, credit cards are used by everyone who helps people buy expensive goods and
services on credit. Therefore, in this study, we will discuss which features of credit
cards are suitable for credit card users and what factors are causing customer
dissatisfaction with their credit cards.
Customer satisfaction surveys are important studies. Typically, buyers choose a

product or service based on various factors, but the criteria related to the product may
not satisfy the buyer, or customer satisfaction may vary from factor to factor.
Research has been conducted on aspects of credit card service and analytics. Customer
satisfaction results for credit card holders will be announced at a later date.
28
ADVANTAGES OF CREDIT CARD
1. Cash alternative:
With a credit card, you don’t need to carry cash around with you to shop. In fact, if you
have a credit card, you don’t have to pay in cash for a product or service. You can
withdraw money automatically or pay via online or mobile banking.
2. Cash withdrawal from ATMs.
Similar to debit cards, credit cards allow customers to withdraw cash when they need
it. There is a small fee for cash withdrawals by credit card. However, many banks and
financial institutions also offer cash withdrawal points.
3. Shopping experience:
Credit cards have changed the definition of shopping for cardholders. Maps make
shopping easier. Credit cards can be used to make bulk purchases of household goods
and appliances without going over your monthly budget. Credit cards allow consumers
to purchase low-cost EMI products. Credit cards operate on a buy now, pay later
principle, which is ideal for people on a fixed monthly salary.
4. Rewards, Refunds and Offers.
All credit cards offer special discounts, refunds or bonus points for credit card
purchases. Some cards come with multiple retail and shopping sites. Travel sites have
a lot of work to do. They offer special discounts on shopping or travel and night tickets.
Thus, paying with a credit card can be cheaper than paying with a debit card or cash.
Many loans also have a lucrative welcome offer that customers receive upon
registration.
29
5. Accepted worldwide:
Credit cards are a commonly accepted mode of payment across the world. The world is
your oyster if you have a credit card. With a credit card in hand, you can pay with ease
in foreign countries. This makes travelling around the world convenient as the
cardholder need not worry about currency conversions.
6. Immediate needs.
In case of a medical emergency for you or your family, the credit card comes in handy.
You need not worry about arranging funds for medical bills as you can pay using credit
cards.
30
CHELENGES OF CREDIT CARD
1. Cross-border transactions:
New developments are beginning to shape the requirements for international payments.
New transnational systems will reduce dependence on telecommunication networks.
Fees and fees will be governed by government initiatives and mandates. The payment
system will manage credit, liquidity and cost risks more efficiently. The scale of
multinational corporations, a side effect of the consolidation of credit risk. Outsourcing
increases processing efficiency and reduces costs.
2. Fraud and chargebacks:
Online transactions are “no card” transactions. The expansion of e-commerce is also
increasing the potential for payment network fraud and data theft. In addition to more
explicit fraud monitoring tools such as customer accounts, verification and purchase
tracking services, certified payment system risk management personnel can detect fraud
before it occurs. An overpayment can lead to the closure of your trading account,
causing your business to stop.
3. Multi-currency and payment methods:
Global e-commerce means accepting a variety of payment methods and currencies.

Electronic payments such as e-wallets, mobile payments, and credit / debit cards help
online merchants compete internationally by allowing customers to pay in their local
currency. For traders, cross-border currency trading may require opening bank
accounts, new transactions, and new regulatory barriers in each country’s market.
Merchants can easily collect payments in one currency and deposit money into a
merchant account in that currency.
31
4. Technical integration
The combination of features, including integrated systems and gateways for real-time
processing, solves liquidity concerns and minimizes delays while maintaining the
integrity of online transactions. By providing instant and individually processed
transactions, payment systems can open customer accounts with more than one
recipient bank, avoiding the usual delays in automatic settlement processes.
32
IDENTIFICATION OF PROBLEM
The merchant declined the credit card:
It can be inconvenient when a merchant declines your credit card. There are several
reasons for this. Perhaps you have exceeded your credit limit or your card has expired.
Or it can be canceled. It is important to always have a reserve fund so that you can pay
for the transaction if your credit card is declined. If so, you can find the phone number
on the back of your credit card to call to find out why your card was declined. It is
solved very quickly.
We found an error or invalid claim in your application:
The most recent serious violation was the Anthem Blue Cross / Blue Shield, which put
millions of members at risk. You should carefully review your monthly bill. You are
not responsible for paying these fees or for any billing errors, but you must report the
issue in writing within 60 days of sending your invoice. It is very important to report
bugs quickly. Many problems can be solved simply by calling your credit card issuer,
but writing the letter will protect your rights.
The interest rate on the card is high.
If you have really good credit, you don’t need to have a high interest rate card. This is
especially true if you receive offers from other credit card issuers. If you have good
credit and interest rates above 19%, contact your credit card company and ask them to
lower your rates. If he refuses, you should seriously consider transferring your card
balance to a card with a lower interest rate, or even a card with a 0% transfer.
33
The validity period of the card does not coincide with the payment
date.
If your credit card due date does not match the due date, you may still need to process
invoices to make payments on time. If this is a problem, contact your credit card issuer
and ask them to change the deadline. Remember that the due date is the same day of
every month.
34
RESEARCH QUESTION
The research question seeks to understand the factors that influence customer
satisfaction with credit cards, and is there a difference between demographic factors
and other factors?
35
CHEPTER: 3
LITERATURE REVIEW
36
LITERATURE REVIEW
1.
A credit card is a plastic card with an attractive ribbon that asks for the necessary basic
identification such as the cardholder's name, account number, credit limit, identification
date issued by the association, the cardholder's sample trademark, etc. Today’s clients
have selected the articles available to them. A credit card is a card that accepts small
amounts of money from nearby merchants. You use your cards for basic exchange.
With the rise of consumerism, banks are opening their doors there and looking for ways
to improve the lifestyle of their customers. Cash withdrawals are a Plastic Money
service that does not encourage electronic donations. One type of plastic money is a
credit card. Cards can be accepted and are prepaid for customers, for example by banks,
and it is important to use credit cards first and pay later. (Rajeswari, K. R., & Mercy, J.
R. 2020)
2.
Electronic money systems have also proven to have a significant impact on customer
satisfaction at Fidelity Bank Plc. The aim is to assess the impact of online credit card
payment systems on customers. I’m excited about the impact e-money systems have on
customer satisfaction. This survey uses a survey design and a sample of 41 respondents.
The hypothesis was tested by analyzing the correction of the moment of the Pearson
product. The results show that online credit card payment systems have a significant
impact on customer satisfaction at Fidelity Bank Please. On this basis, banks are
advised to completely address the problems of the electronic financial system or reduce
the minimum wage, if possible, without fear of accusations or falling into a trap. The
inverter must be installed for 24 hours at the location used for this purpose. Banks
should also organize client workshops to educate the e-banking community in rural and
Illiterate areas that find it difficult to use ATMs for transfer. (Nwekpa, K. C., Djobissie,
I. C., Chukwuma, N. N., & Ezezue, B. O. 2020).
37
3.
If the banks make the preparations for seminar then the information of the consumer
may additionally growth. And it is able to help in increase of credit score card business.
Having a high hobby is also one of the factors that demotivate customers. Banks
required lowering hobby price, so the client expanded the power of the credit score
card. To facilitate the clients to carry the cards with them, effective protecting measures
have to be taken to shield the playing cards towards operational and protection risks.
There may be an extensive boom of credit playing cards in the upcoming 12 months.
However I am finding out that there are numerous financial institution customers who
don't have expertise approximately credit score card, how credit score card is used and
what is the blessings of the credit score card. (Patel, J. 2018)
4.
Due to the complexity of credit cards, customers need to know how to use them for
specific purposes. In an electronic environment, customer satisfaction is determined by
the bank's website, its performance, the bank's capacity, and the information provided
by the bank. To make it easier for customers to carry their cards, you need to implement
effective security measures to protect them from operational and security risks.(
Maheshwari.R ,Palaneeswari. T.2017)
5.
Research shows that efforts to improve customer satisfaction often result in little or
even negative return on investment that differs significantly from the driving forces in
terms of absolute satisfaction. This is also because leading companies believe it is better
to understand why customers choose one brand over another. Reverse Lookup
Checkpoint 1 Satisfaction ratings are much more closely related to portfolio
segmentation, i.e. absolute satisfaction. As a result, managers seeking to implement a
system of portfolio allocation rules have little guidance on how to do this and what the
benefits of such an approach are. This approach provides important information about
why customers prefer one brand over another. This allows managers to devise strategies
and tactics to reduce the attractiveness of a particular competitor or to identify
customers who might be attracted by the most tangible brand advantage. This is
38
Probably the most important factor in implementing portfolio allocation rules,
depending on the author. In the end, this is less of a reason to use competition. (Aksoy,
L., Keiningham, T. L., Buoye, A., & Ball, J. 2017)
6.
The most important factor in getting customers to use their credit card in a variety of
locations is "time savings, and the second most important factor is group influence."
The choice of credit card depends on the income, gender and occupation of the
respondent. Customer satisfaction depends on income, monthly frequency of use, and
size. Monthly use. Saving time is the most important factor in encouraging customers
to buy a credit card. “And the second most important factor is cost savings. Most of the
respondents use loans at malls, the rest at Gas Pumps, some use credit cards for online
payments, and some elsewhere. ( Sunayna Khurana,Singh p.s. 2015)
7.
Consumer satisfaction levels have been reported using a variety of factors in this
research. This literature review talks about how satisfied the customer was with the
credit card. Getting customer reviews has become easier these days, Today everything
has become online, due to which we get online on customer reviews whether the
customer is satisfied with the credit card or not. The main focus of this research is
customer satisfaction. The credit card advisor should provide enough information to
ensure that the customer is satisfied. (Quan, V. D. H. 2014)
8.
Specifically, the studies seeks to discover what The quantity of the fee of credit cards
affects consumer pleasure, to perceive to what volume the Pronunciation of ok
purchaser statistics influence client pride, and to perceive To what volume does the
customer support supplied via credit card carrier company's influences Patron delight.
The motive of the have a look at turned into to determine the elements that influence
customer pride. With credit card the use of credit cards in preference to cash at factor
of selling (POS) has improved specifically in recent years. Every found in society,
credit cards have grown to be a fact of existence for most customers and are part of
patron lifestyle. A superb change in client economic offerings over the past few decades
has been the boom of the use of credit score cards, both for Payments and as resources
of revolve credit score. Outcomes additionally led to a end that the survival of banking
39
Enterprise is Relies upon on customer support. The finances showed that customer
service has full-size Advantageous effect on consumer delight. Following examine
consequences, it is encouraged that Authorities must legalize the interest charge inside
the financial institution and make it lower priced to the Clients. In addition, the banks
ought to be: decrease the credit card becoming a member of fee as this could inspire
more clients to join and therefore an additional benefit from the banks; empty on
language Records on social web sites regarding finding a customer’s maximum latest
place; adapt Sending credit card facts thru Twitter. (Mwangi, C. 2014)
9.
People with high income and high education are more likely to use credit cards with
higher limits. Low use of credit cards. Most cardholders experience low customer
satisfaction due to high interest rates. It was also concluded that some bank customers
do not have knowledge of credit cards. Many people are familiar with credit cards but
do not have them for fear of running into debt. Customers perceive basic services and
support services for older cardholders as a major challenge due to the lack of proper
banking advice. The credit card market is still reaching its potential. (Deviranjitha, S.,
& Thamilarasan, S. 2014)
10.
The main purpose of this report is to analyze and measure the customer satisfaction
level of bank credit card members. A survey method was used to analyze the data
collected and presented in this report. Some information was collected using the
monitoring method and the cumulative average CPA method. The main focus of the
work on this topic is also finding out if credit card members can get what they want
with the credit cards offered by CBL. Thus, the data used in this report is very important
in identifying the key facts to achieve the research goal. There were also some
encouraging comments regarding trends and operational processes, weaknesses and
limitations of the CBL credit card business. Each study has some limitations in the
scope of the study. The main findings of this report are reluctance to renew CBL credit
cards, dissatisfaction with regular customer service, and inadequate user permissions
associated with regular credit card transactions. This report is based on specific
branches of CBL Bank's business. Consequently, the biggest limitation of this study is
that it cannot provide a full scenario of CBL banking trends and general scenarios as
well as customer satisfaction. (Haider sm. 2013)
40
11.
The study carefully analyzes credit card holders. Credit cards He does a good job with
the needs of people. The credit card route was successful thanks to the additional capital
from GE and the Bank of India. At that time the introduction of people was not accepted
because most people were used to certain actions, but today everyone was born in India.
Public awareness about credit cards is still insufficient. This is mainly due to
commission and interest on the card. So, to make your credit card attractive, you need
to get better. (Simon, L. M., & Saravanan, S. 2012)
12.
The most essential issue which affects the consumer to buy the credit card is saving time and
the second one important aspect is reducing the workload. Again, most Essential aspect which
impacts the consumer to apply the credit score card for diverse places is saving time’ and the
second one essential thing is that the institution has an effect on. From the survey, it can be
concluded that fundamental respondents are male, maximum of the Respondents are married,
and maximum range of respondents belong to service magnificence and off The respondents
belong to the earnings category of 12, 000-21, 000 (month-to-month).Desire of credit card
Relies upon profits, gender, and profession of the respondent. Purchases delight Depends upon
earnings, frequency of usage in a month and amount of usage consistent with month. One of
Respondents use the credit score at purchasing shops, gas pumps, for online fee and at different
Places. (Khurana, S., & Singh, S. P. 2011)
13.
In the context of high financial institution confined Bangladesh is ready with a purpose to
provide the financial institution some precious after sale. Credit Card is a digital based totally
plastic card bearing an account number assigned to a Cardholder with a credit restrict that can
be used to buy items and pay for offerings with a Credit facility and without coins transfer High
financial institution etc.(PBL) has started its credit card Enterprise in 1999 thru grasp-card and
VISA card. The file titled "observe on patron" Provide first-rate and client pride lit credit card.
(Hossain, S. 2008)
41
Research Gap
In this study, we collected data on credit card users from various banks and financial
institutions, although in most cases we only collected data on bank credit cards. a
review of the literature reveals that most surveys were conducted on customer
satisfaction with credit cards. However, not enough work has been done on customer
satisfaction. The aim of this study was to identify other demographic factors and
determinants of customer satisfaction along with other factors. In this study, we
collected data from credit card users of various age groups and occupations, but many
studies collected data only for these occupations.
42
CHEPTER: 4
RESEARCH PROCESS/METHODOLOGY
43
Research Objective
• To find out that the customers are satisfied with the credit card or not.
• To know what are the factors which affect satisfaction for credit card.
• To check for differences in credit card satisfaction among different customers.
44
RESEARCH DESIGN
6W’s
Why this study required?
Today, as many people as possible have a credit card and use it in a variety of ways.
Therefore, it is important whether credit card users are happy with their cards.
Typically, buyers choose a product or service based on various factors, but the criteria
related to the product may not satisfy the buyer, or customer satisfaction may vary from
factor to factor.
What is this research is all about?
The main purpose of this study is to measure customer satisfaction with a credit card.
There are several variables that lead to customer satisfaction.
Which are the factors will be examine in this study?
In this study we have used Descriptive cross-sectional sampling technique.
Who are the respondents?
Every user who is having credit card and use it for different aspects.
When this study will be conducted?
The study was conducted September 2021.
How this study will be conducted?
By making structured questionnaire the data collection will be done.
45
OBJECTIVE OF THE STUDY
The objectives of the study are:
• To check the notice of bank customers regarding credit cards.

• To assess the eligible credit limits and therefore the actual credit limits availed
by the cardboard holders.
• To look at the extent of usage of credit cards by card holders.
• To seek out the perspective of card holders towards credit cards.
• To supply suggestions for additional improvement.
• To check regarding the notice of the BoB Credit Card.
46
DATA ANALYSIS TOOLS
➢ SPSS Software
➢ Reliability Statistics
➢ Frequency Analysis
➢ Chi-Square Test
➢ One Way Anova
➢ Independent sample t-Test
47
LIMITATION OF THE STUDY
1. The responses collected from Ahmedabad city only.

2. The time stipulated for the project to be completed is less.
3. The data collected from 179 respondents only.
48
CHEPTER: 5
Data Analysis and Interpretation:
49
Data Analysis
RELIABILITY
Reliability Statistics
Cronbach's N of
Alpha Items
.855 23
Interpretation:
As a Cronbach’s Alpha value is 0.855 which is greater than 0.7 it means the scale
taken for Procedure is reliable.
50
FREQUENCY ANALYSIS
1. GENDER
Gender
Frequency Percent
Male 150 83.8
Valid Female 29 16.2
Total 179 100.0
Interpretation:
The above pie-chart indicates that amongst the 179 respondents

150(83.80) are male and 29(16.20%) are female.
51
2. AGE
Age
Frequenc Percent Valid Cumulative
y Percent Percent
18 - 30 133 74.3 74.3 74.3
31 - 45 45 25.1 25.1 99.4
Valid Above
1 .6 .6 100.0
45
Total 179 100.0 100.0
Interpretation:
As per the survey this chart is describing about different age group respondents. It
shows that from the total 179 respondents’ highest respondents are from the age group
52
18 - 30 years which are 133 respondents. Then after we can see that 45 respondents are
from 31 to 45 age group and 1 respondents Is above 45 age people.
3. OCCUPATION
Occupation
y Percent Percent
Student 63 35.2 35.2 35.2
Job 67 37.4 37.4 72.6
Business 39 21.8 21.8 94.4
Valid
Professional 9 5.0 5.0 99.4
Other 1 .6 .6 100.0
Total 179 100.0 100.0
53
Interpretation:
As per the survey of 179 respondents the highest respondents 67 are from Job and then
after 63 respondents are from Student, 39 respondents are Business, 9 respondents are
Professional and 1 respondents are from other occupation.
4. FAMILY INCOME
Family income
y Percent Percent
0 - 25000 55 30.7 30.7 30.7
26000 - 50000 71 39.7 39.7 70.4
51000 -
Valid 43 24.0 24.0 94.4
100000
Above 100000 10 5.6 5.6 100.0
Total 179 100.0 100.0
54
Interpretation:
As per the above chart which is describing monthly income of the respondents. From
the total 179 respondents there are highest 71 respondents among all other respondents
whose income is between Rs.26, 000 – Rs.50, 000. There are 55 respondents whose
income group is Rs.0 to Rs.25,000, 43 respondents having income Rs.51,000 –

Rs.1,00000 and 10 responses from income group of above Rs.1,00,000 salary per
month.
5. HAVING CREDIT CARD
Do you have a credit card?

y Percent Percent
Yes 147 82.1 82.1 82.1
Valid No 32 17.9 17.9 100.0
Total 179 100.0 100.0
55
Interpretation:
As describe in above pai-chart out of 179 respondents 147 (82.12%) are having credit
card and 32 (17.88%) are not having credit card.
56
CHI-SQUARE TESTS
Chi-Square Tests
Value Df Asymp. Sig.
(2-sided)
Pearson Chi-Square 6.495a 4 .165
Likelihood Ratio 4.966 4 .291
Linear-by-Linear
.012 1 .914
Association
N of Valid Cases 179
A. 3 cells (30.0%) have expected count less than 5. The

minimum expected count is 16.
1. Gender
H0: There is no significant difference between people of different age groups regarding
Gender as a factor for the satisfaction with credit card.
H1: There is significant difference between people of different age groups regarding
Gender as a factor for the satisfaction with credit card.
Interpretation:
Here sig. value is 0. 165 > 0.05 hence we accept H0 and H1 will be rejected which
means that there is no significant difference between people of different age groups
regarding Gender as a factor for the satisfaction with credit card.
57
ONE WAY ANOVA
An ANOVA test is a way to find out if survey or experiment results are significant. In
other words, they help you to figure out if you need to reject the null hypothesis or
accept the alternate hypothesis. One-way has one independent variable.
1. Age
ANOVA
Sum of df Mean Square F Sig.
Squares
Between Groups 2.760 2 1.380 1.427 .243
OP Within Groups 170.212 176 .967
Total 172.972 178
Between Groups 1.778 2 .889 .822 .441
OS Within Groups 190.256 176 1.081
Total 192.034 178
Between Groups 8.894 2 4.447 5.061 .007
OC Within Groups 154.648 176 .879
Total 163.542 178
Between Groups 1.445 2 .723 .695 .501
OA Within Groups 183.080 176 1.040
Total 184.525 178
Between Groups 4.569 2 2.284 2.543 .081
OL Within Groups 158.090 176 .898
Total 162.659 178
58
In this chart we can see that there is difference between OP, OL, OS, OA, and OC
with Age.
Where, OP means Overall Procedure,
OL means Overall Limits,
OS means Overall Service,
OA means Overall Assurance,
OC means Overall Cost.
1. Procedure:
Procedure as a factor for the satisfaction with credit card.
Procedure as a factor for the satisfaction with credit card.
Interpretation:
Here sig. value is 0.243 > 0.05 hence we accept H0 and H1 will be rejected which
regarding procedure as a factor for the satisfaction with credit card.
2. Services:
services as a factor for the satisfaction with credit card.
services as a factor for the satisfaction with credit card.
Interpretation:
regarding services as a factor for the satisfaction with credit card.
59
3. Cost:
cost as a factor for the satisfaction with credit card.
cost as a factor for the satisfaction with credit card
Interpretation:
Here sig. value is 0.007 < 0.05 hence we accept H1 and H0 will be reject which means
that there is significant difference between different people of age groups regarding
Cost as a factor for the satisfaction with credit card.
4. Assurance:
Assurance as a factor for the satisfaction with credit card.
Assurance as a factor for the satisfaction with credit card
Interpretation:
regarding Assurance as a factor for the satisfaction with credit card.
5. Limits:
Limits as a factor for the satisfaction with credit card.
Limits as a factor for the satisfaction with credit card.
Interpretation:
regarding Limits as a factor for the satisfaction with credit card.
60
2. Family Income:
ANOVA
Sum of df Mean Square F Sig.
Squares
Between Groups 4.310 3 1.437 1.588 .194
Total 162.659 178
Between Groups 4.152 3 1.384 1.617 .187
OS Within Groups 149.759 175 .856
Total 153.911 178
Between Groups 5.480 3 1.827 1.942 .125
OC Within Groups 164.620 175 .941
Total 170.101 178
Between Groups 1.161 3 .387 .433 .730
OA Within Groups 156.459 175 .894
Total 157.620 178
Between Groups 4.446 3 1.482 1.440 .233
OL Within Groups 180.080 175 1.029
Total 184.525 178
In this chart we can see that there is difference between OP, OL, OS, OA, and OC with
Family income.
61
OC means Overall Cost
1. Procedure:
H0: There is no significant difference between people of different Family income

regarding Procedure as a factor for the satisfaction with credit card.
H1: There is significant difference between people of different Family income

Interpretation:
Here sig. value is 0.194 > 0.05 so alternative hypothesis H1 is rejected here and the null
hypothesis H0 is accepted. Which means that there is no significant difference between
people of different Family income regarding Procedure as a factor for the satisfaction
with credit card.
2. Services:

regarding Services as a factor for the satisfaction with credit card.

Interpretation:
people of different Family income regarding Services as a factor for the satisfaction
with credit card.
3. Cost:

regarding Cost as a factor for the satisfaction with credit card.

62
Interpretation:
hypothesis H0 is accepted. Which means that there is significant difference between
people of different Family income regarding Cost as a factor for the satisfaction with
credit card.
4. Assurance:


Interpretation:
people of different Family income regarding Assurance as a factor for the satisfaction
with credit card.
5. Limits:


Interpretation:
people of different Family income regarding Limits as a factor for the satisfaction with
credit card.
63
3. Occupation:
ANOVA
Sum of Df Mean Square F Sig.
Squares
Between Groups 1.371 4 .343 .348 .845
Total 172.860 178
Between Groups 4.101 4 1.025 .877 .479
OS Within Groups 203.408 174 1.169
Total 207.508 178
Between Groups 8.094 4 2.024 1.751 .141
OC Within Groups 201.090 174 1.156
Total 209.184 178
Between Groups 2.076 4 .519 .559 .693
OA Within Groups 161.466 174 .928
Total 163.542 178
Between Groups 1.008 4 .252 .241 .915
OL Within Groups 181.730 174 1.044
Total 182.737 178
In this chart we can see that there is difference between OP, OL, OS, OA, and OC with
Occupation.
64
OC means Overall Cost
1. Procedure:


regarding procedure as a factor for the satisfaction with credit card.
Interpretation:
people of different Occupation regarding Procedure as a factor for the satisfaction with
credit card.
2. Services:


Interpretation:
people of different Occupation regarding Services as a factor for the satisfaction with
credit card.
3. Cost:


65
Interpretation:
people of different Occupation regarding Cost as a factor for the satisfaction with credit
card.
4. Assurance:


Interpretation:
people of different Occupation regarding Assurance as a factor for the satisfaction with
credit card.
5. Limits:


Interpretation:
people of different Occupation regarding Limits as a factor for the satisfaction with
credit card.
66
INDEPENDENT SAMPLE T – TEST
1. Gender
Levene's Test for
Equality of Variances t-test for Equality of Means
Sig. (2-
F Sig. T df tailed)
OP Equal variances assumed .000 .983 .478 177 .633
Equal variances not assumed .462 38.418 .647
OS Equal variances assumed 1.236 .268 -.425 177 .672
Equal variances not assumed -.403 37.886 .689
OC Equal variances assumed 1.387 .241 -1.099 177 .273
Equal variances not assumed -1.045 37.917 .302
OA Equal variances assumed .040 .842 .207 177 .836
Equal variances not assumed .210 40.087 .835
OL Equal variances assumed .137 .712 -1.727 177 .086
Equal variances not assumed -1.558 36.421 .128
1. Procedure:
H0: There is no significant difference between male and female regarding procedure
as a factor for satisfaction with credit card.
H1: There is significant difference between male and female regarding procedure as a
factor for satisfaction with credit card.
Interpretation:
On the basis of analysis, the significance (2-tailed) value is 0.633 which is more than
0.5. So, it can be assumed that the Procedure does not have any impact of Gender
demographics. Hence, there is no significant difference between male and female
regarding procedure as a factor for satisfaction with credit card.
2. Services:
H0: There is no significant difference between male and female regarding Services as
a factor for satisfaction with credit card.
67
H1: There is significant difference between male and female regarding Services as a
Interpretation:
0.5. So, it can be assumed that the Services does not have any impact of Gender
3. Cost:
H0: There is no significant difference between male and female regarding Cost as a
H1: There is significant difference between male and female regarding Cost as a factor
for satisfaction with credit card.
Interpretation:
On the basis of analysis, the significance (2 – tailed) value is 0.293 which is less than
0.5. So, it can be assumed that the cost has impact of Gender demographics. Hence,
there is significant difference between male and female regarding Cost as a factor for
satisfaction with credit card.
4. Assurance:
H0: There is no significant difference between male and female regarding assurance as
a factor for satisfaction with credit card.
H1: There is significant difference between male and female regarding Assurance as a
Interpretation:
0.5. So, it can be assumed that the Assurance does not have any impact of Gender
5. Limits:
68
H0: There is no significant difference between male and female regarding Limits as a
H1: There is significant difference between male and female regarding Limits as a
Interpretation:
On the basis of analysis, the significance (2 – tailed) value is 0.086 which is less than
0.5. So, it can be assumed that the Limits has impact of Gender demographics. Hence,
there is significant difference between male and female regarding Cost as a factor for
69
Summary
Factors Hypothesis (null and alternate Sig. Accept/reject
1.ANOVA Procedure H0: There is no significant difference between people .243 H0 Accepted
BASED ON
of different age groups regarding Procedure as a factor
AGE H1 Rejected
for the satisfaction with credit card.
H1: There is significant difference between people of
different age groups regarding Procedure as a factor for
the satisfaction with credit card
Services H0: There is no significant difference between people .441 H0 Rejected
of different age groups regarding services as a factor for
H1 Accepted
the satisfaction with credit card.
different age groups regarding services as a factor for
Cost H0: There is no significant difference between people .007 H0 Accepted
of different age groups regarding cost as a factor for the
H1 Rejected
different age groups regarding cost as a factor for the
Assurance H0: There is no significant difference between people .501 H0 Accepted
of different age groups regarding Assurance as a factor
H1 Rejected
different age groups regarding Assurance as a factor for
Limits H0: There is no significant difference between people .081 H0 Accepted
of different age groups regarding Limits as a factor for
H1 Rejected
70
different age groups regarding Limits as a factor for the
satisfaction with credit card
BASED ON
FAMILY H1 Rejected
INCOM for the satisfaction with credit card.
Services H0: There is no significant difference between people .187 H0 Accepted
H1 Rejected
H1 Rejected
H1 Rejected
H1 Rejected
71
BASED ON
FAMILY H1 Rejected
INCOM for the satisfaction with credit card.
H1 Rejected
H1 Rejected
H1 Rejected
H1 Rejected
4. Procedure H0: There is no significant difference between people .633 H0 Accepted
INDEPEN
DENT H1 Rejected
SAMPLE for the satisfaction with credit card.
T-TEST
72
H1 Rejected
Cost H0: There is no significant difference between people .273 H0 Rejected
H1 Accepted
H1 Rejected
H1 Rejected
73
Findings
• From the analysis we found that the total respondents are 179. In which
150(83.8%) are male and 29(16.2%) are female.
• As per the study we found that most of the respondents are from 18 - 30 age
group.
• Most of the respondents are from Job category because they have limited source
of income, so they use maximum credit card for satisfying their demand and
they use credit card for purchase any expensive products.
• Most of the respondents are those who having Rs.26,000-50,000 monthly
income.
• On the basis of one-way Anova we have found that there is significant
difference between people of different age groups regarding Occupation as a
factor for the satisfaction with credit card.
• We have also found that there is significant difference between people of
different age groups regarding Cost as a factor for the satisfaction with credit
card.
• We have found that there is no significant difference between people of different
age groups regarding Assurance as a factor for the satisfaction with credit card.
difference between people of different age groups regarding cost as a factor for
the satisfaction with credit card. That is founded from this study
• On the basis of one-way Anova we have found that there is no significant
difference between people of different Family income regarding Procedure as a
difference between people of different Family income regarding Cost as a factor
• On the basis of one-way Anova we have found that there is no significant
difference between people of different Family income regarding Services as a
74
difference between people of different age groups regarding cost as a factor for
• On the basis of T-TEST we have found that there is significant difference
between male and female regarding Cost as a factor for satisfaction with credit
card.
75
Managerial Implication
This study will help in understanding the important aspects of customer satisfaction
with credit card. We found in the research that people of 18-30 years are more preferring
credit cards.
As people of this age group are aware about the procedure and advantages of credit
cards so they use credit card more than other age group people. In Income group,
majority of the respondent are from the 0 – 25,000 more from monthly income category.
In order to meet the current price rise situation in economy if a person wants to purchase
a product or commodity, they can purchase on credit card so the people from 26,000 –
50,000 income categories are using credit cards more as compare to another category.
76
Theoretical Contribution
The research takes into consideration the aspects like Procedure, Service, Assurance,
Limit and cost.
The research has also contributed to various demographics in which it was taken to
know the various differentiation in the behavior of Credit card user due to
demographics.
The Assurance and Service are the factors that are positively impacting the customer
satisfaction on credit cards. While Cost factor has negative impact on customer
satisfaction on credit card.
From the research it is found that customers are not satisfied with the interest rate
policies of credit card providers.
77
Suggestions
Based on T-TEST, we found that there is a significant difference between men and
women in terms of cost as a factor in credit card satisfaction. Thus, credit card providers
should focus on credit card pricing. Because women are more interested in credit card
fees than men.
As a one-way street, Anova notes that there are significant differences between people
of different ages in terms of cost as a factor in credit card satisfaction. The younger
generation has little influence on the price, but the older generation is not happy with
the price for credit card users. Therefore, credit card providers must develop a new low
fee policy.
Based on the T-TEST, it was found that there is a significant difference between men
and women in the threshold value of the credit card satisfaction factor. Service provider
needs to increase the credit card limit.
78
Learning from SIP
The purpose of this study is to help understand important aspects of customer

satisfaction with credit cards. In our research, we found that people between the ages
of 18 and 30 preferred a credit card. People in this age group use credit cards more often
than others in this age group because they are familiar with the process and benefits of
credit cards.
The income group had 0 to 25,000 people more than the monthly income. In today's
economy, people with incomes between 26,000 and 50,000 use credit cards more often
than other categories because anyone who wants to buy goods or merchandise can shop
with a credit card to cope with rising prices.
79
Conclusion
In the research we have conducted an analysis on the satisfaction level of credit card.
Here we have taken into consideration the factors of credit cards like factors of credit
cards like Procedure, Limits, Services, Assurance and Cost.
The customers are satisfied with the procedures that are followed by the credit card
providers. The procedure for purchasing a credit card is easy and accessible. In case of
any complaint the credit card providers are providing good results on the complaints of
credit card users.
On the basis of result we found out that policies of credit card limit are easily
accessible, but they are not satisfied with the interest rates policy of credit card
providers.
80
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15. Aksoy, L., Keiningvham, T. L., Buoye, A., & Ball, J. (2017). Linking
satisfaction to credit card decisions: an application of the Wallet Allcation Rule.
International Journal of Bank Marketing.
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satisfaction and preferences in credit card industry
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HCMCOUJS Economics and business administrations, 4(2).
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cards: a case of the NIC bank limited (Docctoral dissertation, United States
International University-Africa).
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of credit cards by customers in Krishnagiri district. International Journal of
Business and Administration Research Review, 160.
20. Haider sm. (2013).A study on customer satisfaction towards credit cards of the
city bank Limited
21. Simon, L. M., & Saravanan, S. (2012). A Study on Customers Satisfaction
Towards Credit Card Services Provided by State Bank of India, with special
references to Coimbatore City.
22. Khurana, S., & Singh, S. P. (2011). An analytical study of customer’s
preferences and satisfactions in credit card industry. The IUP Journal of Bank
Management, 10(1), 71-87.
23. Hossain, S. (2008). Study on Customer Service Quality and Customer
Satisfaction at Credit Card in the Context of Prime Bank Limited in Bangladesh
(Doctoral dissertation, East West University).
82
Questionnaire
An Analysis of Customer Satisfaction towards Bank of Baroda Credit Card.
Dear Respondent, I am Students of Sal institutions of Management Studies Have

Undertaken Research Methodology Project on Customer Satisfaction towards Credit
Card I assure you that your response will be confidential so take some time and fill out
this form. Thank you.
1. Gender
Male
Female
Other
2. Age
18 - 30
31 - 45
Above 45
3. Occupation
Student
Job
Business
Professional
Other
83
4. Family income
0 - 25000
26000 - 50000
51000 - 100000
Above 100000
5. Do you have a credit card?
Yes
NO
6. Procedure
SA A N D SD
Procedure for buying credit card is easy

Renewing the card is easy
The procedure to making complaint regarding
credit card is easy
The procedure of card blocking is easy
7. Services
SA A N D SD
I get Promptly statement by credit card

provider
I get information about due amount and due
dates through E-mail and SMS
I receive payment conformation through E-
mail and SMS by credit card Provider
84
Credit card provider rectifies my problem
immediately
8. Cost
SA A N D SD
The services charges apply on my credit card is

adequate
Annual fee charge on credit card is convenient
Cash withdrawal fee on credit card is convenient
9. Assurance
SA A N D SD
My information is secure with the credit card

company
I feel safe for using my credit card for buying
It is safe for me for using my credit card for

online transaction
10. Limits
SA A N D SD
Credits limits given by credit card provider is

convenient
The feature of cash withdrawal limit in credit
card is convenient
Interest rate on cash which is withdraw from
Credit card is convenient
85
11. Will you recommend your friends or family to use credit card?
Yes
NO
86
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An Analysis of Customer Satisfaction towards Bank of Baroda Credit Cards

Preprint · January 2022

The user has requested enhancement of the downloaded file.

An Analysis of Customer Satisfaction towards Bank of

SAL Institute of Management

(Institute code: 807)

Under the Guidance of

Dr. Bindiya Baxi Chhaya

In Partial Fulfillment of the Requirement of the Award of the Degree of

Master of Business Administration (MBA)

Gujarat Technological University

Milan Ponkiya (208070592093)

MBA (Semester – ll)

Enrollment No Name Signature

PLACE: AHMEDABAD DATE: 26/10/2021

The report is approved not approved.

Comments of External Examiner:

This report is for th e partial fulfilment of the requirement of the

Rating of Project Report [A/B/C/D/E]: ______

(A=Excellent; B=Good; C=Average; D=Poor; E=Worst)

(By Faculty Guide)

Signature of the Faculty Guide/s

(Name and Designation of Guide/s)

Signature of Principal/Director with Stamp of Institute

(Name of Principal / Director)

It is my pleasure to be indebted to various people, who have directly or indirectly

No. Particulars Page. No.

1.2 Introduction of credit card 17

5 Data Analysis and Interpretation 48

Bank of Baroda is an Indian state-owned banking and financial offerings company

Social elements inclusive of demography tendencies, power structure within the

Technology is fast disrupting business fashions throughout numerous industries. Some

Threat of new Entrants

Bargaining power of suppliers

Bargaining strength of suppliers in credit card enterprise is medium. Principal inputs

Bargaining power of buyers

Bargaining electricity of consumer is mild to excessive on this industry. The credit

INTRODUCTION OF CREDIT CARD

Customer satisfaction surveys are important studies. Typically, buyers choose a

2. Cash withdrawal from ATMs.

4. Rewards, Refunds and Offers.

2. Fraud and chargebacks:

3. Multi-currency and payment methods:

Global e-commerce means accepting a variety of payment methods and currencies.

The merchant declined the credit card:

We found an error or invalid claim in your application:

The interest rate on the card is high.

Why this study required?

What is this research is all about?

Which are the factors will be examine in this study?

In this study we have used Descriptive cross-sectional sampling technique.

Who are the respondents?

When this study will be conducted?

The study was conducted September 2021.

How this study will be conducted?

By making structured questionnaire the data collection will be done.

The objectives of the study are:

• To check the notice of bank customers regarding credit cards.

➢ One Way Anova

➢ Independent sample t-Test

1. The responses collected from Ahmedabad city only.