PROJECT REPORT

On
CONSUMER PREFERENCE TOWARDS DEBIT
CARDS AND CREDIT CARDS

(SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF

THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION)

Under the Supervision of : Submitted By:

Mr. Umang Jindal VINOD
(Assistant Professor BBA : 6th Sem
VCE, Rohtak) Roll No. : 25/BBA/2016
Reg. No. : 1616270104

Session : 2016-19

VAISH COLLEGE OF ENGINEERING, ROHTAK

 DECLARATION

I am Vinod student of BBA Program hereby declare that the project report titled
“Consumers Preference towards Debit Cards & Credit Cards ” is a original piece of
work done by me and has been not submitted to any organization in any means possible.

This project report is not submitted to any other institute/ university for the award of
degree of B.B.A.

Mr. Umang Jidnal Signature of Candidate

 ACKNOWLEDGEMENT

Preservation, inspiration and motivation have always played a key role in the
success of any venture. In the present world of competition and success, project is like a
Bridge between theoretical and practical working, willingly I prepared this particular
Project. First of all I would like to thank the supreme power, the almighty god, who is
obviously the one who has always guided me to work on the right path of my life.

I sincerely thank to Mr. Tarun Jain (Asst. Professor) who provided me required
help related to my project and support in completing the project.

At last I am heartily all of those persons who help me in completion of my project

in direct or indirect way.

AAYUSH
 CONTENTS

Chapter -1 INTRODUCTION

 Objective of the Study

 Significance of the Study

Chapter-2 REVIEW OF LITERATURE

Chapter-3 RESEARCH METHODOLOGY

Chapter -4 DATA ANALYSIS

Chapter -5 FINDING & SUGGESTION

Annexure

Reference
 DEBIT CARDS & CREDIT CARDS

Debit & Credit cards are one of the most popular forms of payment in the UK. They
allow users to pay for goods and services virtually anywhere in the world, easily and
conveniently, and provide a secure alternative to cash and cheques. Debit & Credit cards
are one of the most popular forms of payment in the UK. They allow users to pay for
goods and services virtually anywhere in the world, easily and conveniently, and provide
a secure alternative to cash and cheques

Debit & Credit cards are issued to users by a variety of organisations or card issuers such
as banks, building societies, financial services companies and retailers. The types of cards
issued and their levels of functionality vary from card issuer to card issuer and between
the different card schemes under which the cards are issued.

The major Debit & Credit card schemes include American Express, Diners Club, JCB
International, Maestro, MasterCard and Visa. These schemes are the operators of the
payment card systems that govern transaction processes and transmission of money
through the card network.
 AGE OF DEBIT CARDS & CREDIT CARDS

Banking has evolved a long way from the days of the medieval moneylenders counting
coins on the bench to the present scenario, where it is hard to trace the trail of money
from the beginning to the end.

Credit cards, one of the banking products that cater to the needs of retail segment has
seen its number grow in geometric progression in recent years. This growth has been
strongly supported by the development in the field of technology, without which this
could not have been possible.

The history of phenomenal growth in the credit card segment traces way back to in 1950,
the time when ‘Diners Club’ was established. The card provided select members with
credit at 22 restaurants in New York and collected a commission for paying the bills
promptly. The credit card industry got a further boost with the arrival of American
Express in the arena in 1958. American Express began selling their card as a prestige to
hotels, restaurants, shops or airlines in America and slowly expanded the network across
the world.

The success of these two players attracted many other banks to join the credit card
business. The entire breed of new players saw a fresh opportunity of granting unsecured
loans at high interest rates to those credit cardholders who did not pay their bills on time.
These banks were not so concerned with collecting commissions from shops but were
thriving on high interest income from those who did not pay their bills on time.

Starting from ‘Diners Club’, some 50 years ago, the card industry has been growing with
a rapid pace world over and so has been the growth in the domestic card industry. With
only two players in domestic card industry, HSBC and Citibank in the early 80s, the
number swelled to over 25 in the year 2001. Credit cards in India, made their debut in
1981, and are on the verge of an unprecedented boom. Between 1987 and 2001, the
market has virtually grown to over 4 million cards with over 25-30% of compounded
annual growth in new cardholders base.

Its not that only the card numbers have increased, but even the types of cards on offer
have seen a surge. Today the domestic card industry is flooded with different types of
cards ranging from gold, silver, global, co-branded credit cards, smart to secure, ….the
list is endless. Foreign banks have shouldered the major responsibility of increasing the
card base and adding value-added services to the card products in the past. This is also
evident from the fact that the market share of these foreign banks is estimated to be well
over 70%. But the scenario has changed dramatically in the last of couple of years with
the entry of State Bank of India (SBI), a domestic major in the banking sector. More and
more nationalised banks and private sector banks like ICICI and HDFC Bank are
aggressively launching credit card with value added features.

There is immense growth potential in the domestic card industry. A glance at the Indian
population reveals that India’s middle/upper middle class (target segment) represents a
population of over 10 m. There are only 2 to 3 m cardholders, each possessing an average
of 2 cards. This is a very low figure given India’s huge middle to upper class population.
There is no doubt that the domestic card industry has to yet to mature and offers
significant long-term growth potential.

Given the lack of maturity of the domestic card industry, its growth will depend upon
building core retail business, with more sophisticated products. In the expansion of
domestic credit card market, the existing foreign players, SBI, other nationalised banks
and the new domestic private sector banks are expected to play important role with
complementary strategies.

Foreign banks with the advantage of technology and industry experience are expected to
concentrate on increasing card spending and customer loyalty in the major cities. SBI, on
the other hand is expected to capitalize its superior distribution network to expand card
acceptance in the smaller towns. The new private sector banks would have the
opportunity to capture significant market share by combining the strengths of foreign
banks and nationalised bank like SBI.

Although at present the card market is mainly limited to India’s relatively bigger cities
and tourist locations only, there is also a potential in smaller cities. Domestic banks,
owing to their vast network and reach to smaller cities, can easily tap this potential. They
would be better off, penetrating into smaller cities and bringing credit card to the masses
rather than cannibalizing other foreign banks’ existing cardholder base.
 CARD TYPES

 Credit Card

A credit card can be used by the cardholder to pay for something or to withdraw cash
using a line of credit that has been made available by the credit card issuer

 Debit cards

Initially developed as a convenient and cost-effective alternative to point-of- sale

cheques, debit cards are increasingly being used as a cash substitute.

 Charge cards

These cards are similar to credit cards. They allow you to pay for goods and services
on interest-free credit, but require you to pay in full each month.
 CREDIT CARDS

Credit cards in India is gaining ground. A number of banks in India are encouraging
people to use credit card. Diners Club and American Express used the concept of credit
card in 1950 with the launch of charge cards in USA. Credit card however became more
popular with use of magnetic strip in 1970.
Credit card in India became popular with the introduction of foreign banks in the country.

Credit cards are financial instruments, which can be used more than once to borrow
money or buy products and services on credit. Basically banks, retail stores and other
businesses issue these.

Major Banks issuing Credit Card in India

 State Bank of India credit card (SBI credit card)
 Bank of Baroda credit card or BoB credit card
 ICICI credit card
 HDFC credit card
 IDBI credit card
 ABN AMRO credit card
 Standard Chartered credit card
 HSBC credit card
 Citibank Credit Card

Precautions taken after receiving credit card

To Avoid:
 Bending the Card.
 Exposure to electronic devices and gadgets.
 Direct exposure to sunlight.
 Be cautious about disclosing your account number over the phone unless you know
you're dealing with a reputable company.
 Never put your account number on the outside of an envelope or on a postcard.
 Draw a line through blank spaces on charge or debit slips above the total so the
amount cannot be changed.
 Don't sign a blank charge or debit slip.
 Tear up carbons and save your receipts to check against your monthly statements.
 Cut up old cards - cutting through the account number - before disposing of them.
 Open monthly statements promptly and compare them with your receipts. Report
mistakes or discrepancies as soon as possible to the special address listed on your
statement for inquiries. Under the FCBA (credit cards) and the EFTA (ATM or debit
cards), the card issuer must investigate errors reported to them within 60 days of the
date your statement was mailed to you.
 Keep a record - in a safe place separate from your cards - of your account numbers,
expiration dates, and the telephone numbers of each card issuer so you can report a
loss quickly.
 Carry only those cards that you anticipate you'll need.

To Do:

 Please sign on the signature panel on the reverse of the Card immediately with a non-
erasable ballpoint pen (preferably in black ink). This will ensure that the benefits of
membership are yours and yours alone.

 Keep the Card in a prominent place in your wallet. You will notice if it is missing.

Reasons credit card being rejected at retail outlet:

 One may have exceeded the borrowing limit or defaulted (constantly) on minimum
payment due.

 The Card is hot listed.

 The card has crossed its expiration date.
 Non-receipt of dues of one-card blocks future transactions on any other card(s) held
of the same card-issuing bank.
 The magnetic stripe on the reverse of the card is damaged i.e. has been scratched or
exposed to continuous heat/direct sunlight or magnetic field-like card kept near a TV
set / other electronic appliances.
 Systems or technology failures have in rare instances also led to non-acceptance of
cards when swiped through an Electronic Terminal.

Global player in credit card market

MasterCard

MasterCard is a product of MasterCard International and along with VISA are distributed
by financial institutions around the world. Cardholders borrow money against a line of
credit and pay it back with interest if the balance is carried over from month to month.
23,000 financial institutions in 220 countries and territories issue its products. In 1998, it
had almost 700 million cards in circulation, whose users spent $650 billion in more than
16.2 million location
VISA Card

VISA cards is a product of VISA USA and along with MasterCard is distributed by
financial institutions around the world. A VISA cardholder borrows money against a
credit line and repays the money with interest if the balance is carried over from month to
month in a revolving line of credit. Nearly 600 million cards carry one of the VISA
brands and more than 14 million locations accept VISA cards.

American Express

The world's favorite card is American Express Credit Card. More than 57 million cards
are in circulation and growing and it is still growing further. Around US $ 123 billion was
spent last year through American Express Cards and it is poised to be the world's No. 1
card in the near future. In a regressive US economy last year, the total amount spent on
American Express cards rose by 4 percent. American Express cards are very popular in
the U.S., Canada, Europe and Asia and are used widely in the retail and everyday
expenses segment.

Diners Club International

Diners Club is the world's No. 1 Charge Card. Diners Club cardholders reside all over the
world and the Diners Card is a all-time favourite for corporates. There are more than 8
million Diners Club cardholders. They are affluent and are frequent travelers in premier
businesses and institutions, including Fortune 500 companies and leading global
corporations.

JCB Cards

The JCB Card has a merchant network of 10.93 million in approximately 189 countries.
It is supported by over 320 financial institutions worldwide and serves more than 48
million cardholders in eighteen countries world wide. The JCB philosophy of "identify
the customer's needs and please the customer with Service from the Heart" is paying rich
dividends as their customers spend US$43 billion annually on their JCB cards.

The following are some of the varieties of credit cards in India

 ANZ - Gold
 ANZ - Silver
 Bank Of India - India card
 Bol - Taj Premium
 Bol - Gold
 BoB - Exclusive
 BoB - Premium
 Canara Bank - Cancard
 Citibank - Gold
 Citibank - Silver
 Citibank WWF Card
 Citibank Visa Card for Women
 Citibank Cry Card
 Citibank Silver International Credit Card
 Citibank Women's International Credit Card
 Citibank Gold International Credit Card
 Citibank Electronic Credit Card
 Citibank Maruti International Credit Card
 Citibank Times Card
 Citibank Indian Oil International Credit Card
 Citibank Citi Diners Club Card
 HSBC - Gold
 HSBC - Classic
 ICICI Sterling Silver Credit Card
  ICICI Solid Gold Credit Card
 ICICI True Blue Credit Card
 SBI Card
 Stanchart - Gold
 Stanchart - Executive
 Stanchart - Classic
 Thomas Cook Standard Chartered Global Credit Card

Standard segregation of credit cards

 Standard Card - It is the most basic card (sans all frills) offered by issuers.

 Classic Card - Brand name for the standard card issued by VISA.
 Gold Card/Executive Card - A credit card that offers a higher line of credit than a
standard card. Income eligibility is also higher. In addition, issuers provide extra
perks or incentives to cardholders.
 Platinum Card - A credit card with a higher limit and additional perks than a gold
card.
 Titanium Card - A card with an even higher limit than a platinum card.

The following are some of the plus features of credit card in India
 Hotel discounts
 Travel fare discounts
 Free global calling card
 Lost baggage insurance
 Accident insurance
 Insurance on goods purchased
 Waiver of payment in case of accidental death
 Household insurance
 DEBIT CARDS

Since their launch in 1987 debit cards have established themselves as the most popular
card payment with consumers. Initially developed as a convenient and cost-effective
alternative to point-of-sale cheques, debit cards are increasingly being used as a cash
substitute.

A debit card operates likes cash or a personal cheque. When you use a debit card the
money is immediately deducted directly from your current account. As long as you have
enough money in your account you can use your debit card to buy things in person, over
the phone, by mail order and over the Internet. While a credit card is a way to "pay later,"
a debit card is a way to "pay now." In addition, debit cards can be used to get up to £50
cashback from merchants offering that service.

Debit cards can be used almost anywhere in the world - wherever you see the symbol of
the card issuer being displayed. Your card will cover you in all the places you want to be,
for almost all the things you need and can be used to pay for purchases and to withdraw
money from cash machines.

Debit cards are issued by the organisations that hold your money on deposit and will be
issued under a card scheme. The debit cards most commonly used in the UK are Visa
Debit, issued under the Visa card scheme, and Maestro.Cards previously known as
Switch cards have been rebranded Maestro to make them part of a worldwide scheme.

Debit cards usually include other functions such as cash machine and cheque guarantee
facilities and often look just like credit cards. While a debit card may physically resemble
a credit card unlike the credit card, it is intended for use as an alternative to cash and
cheques.

Customer demand to use debit cards has been growing and they are now widely accepted
at locations including grocery stores, retail stores, petrol stations, and restaurants and are
well established in the majority of retail environments.

CHARGE CARDS

These cards are similar to credit cards. They allow you to pay for goods and services on
interest-free credit. However, the balance owing must be paid in full each month or you
may incur additional fees. Most charge card companies also offer rewards systems for
their customers. These can include cashback schemes, discounts, free services and points
systems that you can use towards various purchases etc. In order to be able to offer this
service, including benefits and interest-free credit, charge cards normally have an annual
fee.
The two largest charge card companies in the UK are American Express and Diners Club
International. Some high street banks also issue Visa or MasterCard charge cards.

Charge cards, also called travel and entertainment cards, have no credit limit. You can
usually charge as much as you want, but you are required to pay off your entire balance
when your bill arrives. However, if you charge airfares, cruise fees or hotel fees for a
hotel room booked through a travel agent on a charge card, you can usually pay off your
balance over a number of months.Charge card companies make their revenue by charging
annual fees and by charging merchants a fee each time a customer pays using the
company's charge card.

If you don't pay your charge card bill in full you'll get a one-month grace period, when no
interest is charged. After that, you'll be charged interest. If you don't pay back the full
amount owed after a specified amount of time, your account will be closed and your bill
sent to the collections department.

Standard Card Format and Appearance

Here are some examples of the common identifying features on payment cards:

Credit Cards
Debit Cards
Online debit cards
American Express and Diners Club cards

Payment cards issued by card schemes usually conform to certain physical and
technological standards. These standards ensure wide acceptance of the card and
international compliance, interoperability between banks, retailers and card associations
(locally and internationally) and help to reduce fraud. For cardholders, this means more
and more sites where their cards are accepted, both in bricks-and-mortar locations and on
the Internet, and increased security at the point-of-sale.

The primary standards currently applied in the design and manufacture of payment cards
have been developed by the International Organisation for Standardisation (ISO),
including Visa and MasterCard. Each international card scheme, such as Visa,
MasterCard, Maestro, American Express, Diners Club, JCB, as well as the UK Domestic
Cheque Guarantee Card Scheme, has its own specific requirements in order to ensure
additional security and consistency of scheme branding.

The standardised characteristics that are most familiar to cardholders include:

 card materials
 card dimensions
 the information that appears on the card face such as the primary account number
(PAN) - containing a maximum of 19 digits that serve to identify the card issuer
and the cardholder
 the magnetic stripe
 the signature strip

Card Transaction Process

Payment card transactions follow a basic process when being authorised and when being
later being processed. This process includes five primary points of contact.

Cardholder (you)

A person who has an account with a financial institution and to whom a payment card
(debit, credit or charge) has been issued.

The cardholder should check the transaction details, especially the amount of the
transaction, before inserting a PIN or signing to indicate their agreement to proceed with
the transaction.

Retailer/Merchant
The retailer is the organisation providing the cardholder with goods or services (this can
be a retail outlet such as a supermarket, a service provider or other organisation selling
products or services such as a telephone service provider).

The retailer sends the details of a card transaction to their Acquirer who will process it
and send it on to the relevant card issuer.

Acquirer/Merchant Acquirer

An Acquirer is the bank that is retained by a retailer or merchant to process payment card
transactions on their behalf.

Acquirers are responsible for receiving the details of card transactions from the retailer
and passing them through to the card issuers (the cardholders bank or building society)
for authorisation or processing.

Acquirers will also be responsible for seeking authorisation on a transaction, if required,

prior to the delivery of goods and/or services.

Card Scheme

Card Schemes are organisations who manage and control the operation and clearing of
card payment transactions. Examples of schemes are: Visa, MasterCard and Maestro.

The card schemes are responsible for passing card transaction details from the Acquirer
to the Issuer and for passing payment back.

Banks and building societies must be members of the appropriate scheme to issue cards
and to be acquirers for card transactions.

Issuer

The Issuer is the bank, building society or organisation that provides a payment card
(debit, credit or charge) to their customer.
The Issuer is responsibility for transactions that are put through on cards that they have
issued and will be responsible for debiting funds from the relevant cardholder's account.

American Express - the transaction process is slightly different as they can act as card
scheme, Issuer and Acquirer)

A transaction will not always be authorised through this full process before being
accepted. In cases where the transaction is for an amount under the retailer's floor limit
the terminal will usually accept the transaction immediately without dialling out for
authorisation. However, with new chip technology payment cards are more intelligent
and, even if the transaction if for an amount below the retailer's floor limit, may decide to
request authorisation. This enables card issuers a greater opportunity to manage both
fraud and debt risk.

\
 Cash Machines

A cash machine, or automated teller machine (ATM), allows users to make cash
withdrawals, to check their account balance, order cheque books, change their PIN
(personal identification number), request statements, pay bills, make deposits, transfer
money and order mini statements 'at the touch of a button'. Many cash machines now also
provide a facility for users to top-up mobile phones.

Withdrawals from cash machines are the most popular way to acquire cash in the UK and
around two-thirds of adults are regular users. Many of today's machines are available 24
hours a day, 365 days a year and, with the so-called cashless society still a long way off,
cash machines are expected to remain an integral part of everyday life for many years to
come.

Banks and building societies have arrangements in place to allow their customers access
to their accounts via cash machines owned by other institutions.

OBJECTIVES OF THE STUDY

My topic of study is “Attitudinal survey of DEBIT CARDS & CREDIT CARDS” so
without objective a study cannot be conducted so objectives are:

1. To find out the attitude of people in small towns toward DEBIT CARDS &
CREDIT CARDS.
2. To tell the person about the application process of different cards.
3. To tell the consumers about the precautions when using different cards like Debit
card, Credit card, ATM card & Smart cards.
4. To ascertain the level of satisfaction in relation to DEBIT CARDS & CREDIT
CARDS products.
 SIGNIFICANCE OF THE STUDY

Many researches have been conducted on credit cards from time to time. “There is
tremendous potential for credit cards. It will soon be substituting cash payments.”
Changes are occurring very quickly. Like banks are providing add on cards and petro
cards with credit cards now. You can withdraw the cash from ATM with help of
credit card. Credit card makes the life very easy. Earlier there were many security
threats. But now the conditions are very favorable. Institutions are adopting new
technologies to prevent security threat. Now customers are becoming more aware
about credit cards. That’s why I have conducted my research, to study the attitude of
customers towards DEBIT CARDS & CREDIT CARDS.
 LITERATURE REVIEW

Bishtetal(2015) conducted the study to find out the analysis of the use of DEBIT CARDS

& CREDIT CARDS A boon or a bane in India. The research is conducted by using

secondary data which includes questionnaire of 200 respondents. The research is

conducted in Pune. The objective behind the research is to find the awareness and usage

of DEBIT CARDS & CREDIT CARDS and its preference over paper money. The

research finds that the DEBIT CARDS & CREDIT CARDS is used by everyone and they

are familiar with it and DEBIT CARDS & CREDIT CARDS is more preferred by the

user of cards.

Sharma etal(2015) conducted the study to find out the evaluation of consumer perception

and attitude towards the usage of DEBIT CARDS & CREDIT CARDS in India. The

research is conducted by using secondary data which includes questionnaireof 250

respondents. The research is conducted in New Delhi. The research finds that most of the

population wants to use DEBIT CARDS & CREDIT CARDS in place of hard cash or

paper money as they can make payments instantly with DEBIT CARDS & CREDIT

CARDS, easy to use and it is portable and flexible.

Ullahetal(2014) conducted the study to find out the issues regarding the DEBIT CARDS

& CREDIT CARDS in Pakistan. The research is conducted by using secondary data

which includes questionnaireof 100 respondents. The research is conducted in Islamabad,

Peshawar, Kohatand Karak which is located in Pakistan. The objective behind the

research is to address the factors which are faced by Pakistani consumers from actively

using and adopting DEBIT CARDS & CREDIT CARDS. The research finds that there

are still Mis-Perceptions about DEBIT CARDS & CREDIT CARDS, Customer's
Awareness and Education and the Cost of Using DEBIT CARDS & CREDIT CARDS

which have been found out in research.

Nirmala (2015) conducted the study to find out the analysis of the use of DEBIT CARDS

& CREDIT CARDS in India. The research is conducted by using secondary data which

includes questionnaire and interviewof 260 respondents. The research is conducted in

Hissar. The objective behind the research is to find problems of using DEBIT CARDS &

CREDIT CARDS, factors affecting selection of DEBIT CARDS & CREDIT CARDS and

level of adoption. The research finds that the use of Debit & Credit cards is more and

more increasing for online payment, the main reason for the increase in DEBIT CARDS

& CREDIT CARDS is that the customers are not a victim of a fraud, The factors for

adoption of DEBIT CARDS & CREDIT CARDS over the cash and paper money are

Non- Discounts while shopping, No hassles of carrying cash, Security of money, Hassle

free EMI’s ,Easy to use, Personal Loan on Credit Card.

Sudhagar(2012) conducted the study Perception and Awareness on Credit Cards among

Bank Customers in Krishnagiri District. The research is conducted by using secondary

data which includes questionnaire and interview of 300 respondents. The objective

behind the research is to find the awareness of credit card among the bank customer, the

attitude of card holders towards credit cards and to examine the extent of usage of credit

cards by card holders.The research finds that the most of the respondent are aware of the

credit card, the credit range starts from 15000 to 30000 and the card holders have positive

attitude toward the credit card.

Sumietal (2014)conducted the study on Problems and Prospects of DEBIT CARDS &

CREDIT CARDS in Bangladesh.. The research is conducted by using secondary data

which includes questionnaire and interview of 200 respondents.The objective behind the

research is to findproblems of using DEBIT CARDS & CREDIT CARDS, factors

affecting selection of DEBIT CARDS & CREDIT CARDS and level of adoption.The

research finds that respondents which are professionals are more using the DEBIT

CARDS & CREDIT CARDS and mostly use to withdraw the money from it.

Subhanietal(2011)conducted the studyon DEBIT CARDS & CREDIT CARDS / credit

card charisma for now and then( a thin line between easy money and risky money) in

Pakistan. The research is conducted by using secondary data which includes

questionnaire and interview of 2000 respondents. The objective behind the research is to

find the charisma for DEBIT CARDS & CREDIT CARDS, its usability and affordability

while they are impacting on its preference to use. The research finds that the nation

having high preference to use DEBIT CARDS & CREDIT CARDS and having high

affordability.

Bhatt(2015)conducted the study on An analytical study on use of DEBIT CARDS &

CREDIT CARDS in India: with special reference to card holders of Gujarat. The research

is conducted by using secondary data which includes questionnaire and interview of 384

respondents. The objective behind the research is to examine the socio-economic profile of

the cardholders so as to ascertain the association of such factors with the use of debit cards

and credit cards, to identify the benefits of DEBIT CARDS & CREDIT CARDS by

cardholders and merchants in business dealsandto investigate into the problems confronted

by both cardholders and merchants in the DEBIT CARDS & CREDIT CARDS deals. The

research finds that the highest number of Debit & Credit card holders is in age group of 15-

25 years, i.e. 167 respondents, while 161 respondents using Debit & Credit card belongs to

the age group of 26-45 years from 384 respondents, the highest usage of various card used by
users is falling between income group of less than Rs. 1 lacs while the lowest usage is having

Rs. 6 lacs income level or more income level group as this group is using internet as a means

of transferring their money.

.
 RESEARCH METHODOLOGY
Research methodology has very wide scope. It includes not only the research methods,
but also consists the logic behind the methods used in context of study.

According to Oxford – it means in incomes and way of doing something.

So in research methodology includes research design, sampling design data collection
methods.

Research Design:
Research Design is the conceptual structure with in which a company conducts the
research formulates a research design, because it provide for the collection of relevant
evidence with minimum expenditure of time effect time and money. In my study, I am
doing descriptive as well as exploratory study.

Statement of Problem:
The research deals with the study scope of unsecured lending with reference to
credit cards and personal loans.

Sampling:
The sample size was selected by using random sampling technique from the clientele of
the bank. The bank provided the list of clients and the random sampling has done. Non-
probability sampling is used while selecting a sample.

Sample Size:
Sample Size – 100

Population:
Residents of Rohtak
Data Collection

The data collection was done according to the sample size as well as the need of the
research getting the questionnaire filled by the customers completed whole of process.
The data collection was based on getting the questionnaire directly filled from the
customer to minimize the errors in the outcomes. The information is also collected from
various published data like product manuals and annual reports for the banks and the
interest, which now a days is the greatest repository of information. Basically my study is
based on primary study but without secondary data, it cannot be completed.
 DATA ANALYSIS & INTERPRETATION

DO YOU HAVE DEBIT CARDS & CREDIT CARDS?

DEBIT CARDS & CREDIT CARDS No. Of respondents

Yes 95
No 5

100

80

60
Yes
40 No

20

0
No. of respondents

Analysis:
The above diagram shows that 95% respondents have DEBIT CARDS &
CREDIT CARDS according to the survey and just 5% respondents have not DEBIT
CARDS & CREDIT CARDS.
 Which type of DEBIT CARDS & CREDIT CARDS?

Type of DEBIT CARDS & CREDIT No. of respondents

CARDS
Debit card 40
Credit card 60
Charge card 00

60

50

40 Debit card
Credit card
30
Charge card
20

10

0
No. of respondents

Analysis:
The above diagram shows that 60% respondent’s have credit cards , 40%
respondents have debit cards and 0% respondent’s have charge cards . it means that
peoples don’t know about the charge cards in small towns.

FOR WHICH PURPOSE YOU USE IT?

 Purpose of use No. of respondents
SHOPPING 20
SALARY 75
TRAVELLING 2
ANY OTHER 3

80

60
SHOPPING
40 SALARY
TRAVELLING
20 ANY OTHER

0
No. of respondents

Analysis:
The above diagram shows that 20% respondents use cards for shopping, 75%
respondent’s use cards for salary, 2% respondent’s use cards for traveling, 3%
respondent’s use cards for other purpose. Majority of the respondents said that cars
are use for salary.

DO YOU THINK ITS SAFE?

Safe No. of respondents

Yes 87
No 13
 90
80
70
60
50 Yes
40 No
30
20
10
0
No. of respondents

Analysis:
According to the survey, 87% respondents said that cards are safe and 17%
respondents said that cards are not safe because after theft these are use for the
shopping etc where passwords are not required.
 HAVE YOU EVER CHANGED YOUR PASSWORD?

Password change No. of respondents

Yes 8
No 92

100

80

60
Yes
40 No

20

0
No. of respondents

Analysis:
The above diagram shows that 8% respondents change password,
92% respondents not change password.
 WHAT ARE THE BENEFITS OF DEBIT CARDS & CREDIT CARDS?

Benefit of DEBIT CARDS & CREDIT No. of respondents

CARDS
ANY TIME WITHDRAWAL 85
EASY TO PAY 12

SAFETY 2
ANY OTHER 1

90
80
70 ANY TIME
60 WITHDRAWAL
50 EASY TO PAY
40
30 SAFETY
20
10 ANY OTHER
0
No. of
respondents

Analysis:
85% respondents said that the benefit of card is any time withdrawal, 12%
respondents said that easy to pay, 2% respondents said that the benefit of card is
safety of money and 1% respondents said that the benefit of card is any other. Mainly
the cards are use for the withdrawal of the money from the ATM machines.
 HAVE YOU FACED ANY PROBLEM WHILE USING DEBIT CARDS &
CREDIT CARDS?

Faced any problem No. of respondents

Yes 42

No 58

60

50

40

30 Yes
No
20

10

0
No. of respondents

Analysis:
According to the survey, 42% respondents face problem while using DEBIT
CARDS & CREDIT CARDS and 58% respondents not face problem while using
DEBIT CARDS & CREDIT CARDS. The problems like machines not working
properly or money is not available in the ATM machine etc.
 WHO MOTIVATED YOU TO USE DEBIT CARDS & CREDIT CARDS?

Motivate for DEBIT CARDS & No. of respondents

CREDIT CARDS
FRIENDS 20
FAMILY MEMBERS 15
ADVERTISEMENT 3
ANY OTHER 62

70
60
50
FRIENDS
40
FAMILY MEMBERS
30
ADVERTISEMENT
20 ANY OTHER
10
0
No. of respondents

Analysis:
The friends motivate 20% respondents for ATM cards,
15% respondents by the family members, 3% respondents by the
Advertisements and 62% respondents said that banks provide cards at
the time of new account opening.
DO YOU KNOW WHAT YOU HAVE TO DO IF YOUR DEBIT CARDS &
CREDIT CARDS IS LOST OR STOLEN?

Lost or stolen No. of respondents

Yes 87

No 13

100

80

60
Yes
40 No

20

0
No. of respondents

Analysis:

87% respondents know that what to do if DEBIT CARDS & CREDIT

CARDS is lost or stolen and 13% respondents do not know that what to do if DEBIT
CARDS & CREDIT CARDS is lost or stolen. Mostly respondents know that after lost
or stolen DEBIT CARDS & CREDIT CARDS we inform the bank immediately. The
bank will block the card and arrange to issue you a new card.
WHAT DO YOU THINK ABOUT FUTURE OF DEBIT CARDS & CREDIT
CARDS IN NEXT FIVE YEAR?

Future of DEBIT CARDS & CREDIT No. of respondents

CARDS
EXCELLENT 36

VERY GOOD 52
GOOD 12

NOT SO GOOD 00

60

50

40 EXCELLENT
30 VERY GOOD
GOOD
20
NOT SO GOOD
10

0
No. of respondents

Analysis:
36% respondents think that in next five years the future of DEBIT
CARDS & CREDIT CARDS is excellent, 52% respondent think very good, 12%
respondents think good and 00% respondent think not so good.

DOES THE PROMOTIONAL PRACTICES EFFECT YOUR PURCHASING?

Promotional practices effect No. of respondents
purchasing
Yes 18

No 82

100

80

60
Yes
40 No

20

0
No. of respondents

Analysis:
18% respondents said that the promotional practices effect the
purchasing power. Through these promotional practices they know what are the uses
of cards. 82% respondents said that the promotional practices not effect the
purchasing power because they use cards only for the withdrawal of the money in
small towns.

FINDINGS
 There is lack of awareness in people about DEBIT CARDS & CREDIT CARDS.
If people are well informed about it, there is strong possibility that people will be
drawn towards it.
 Credit cards are limited due to absence of facility of credit card readers in most of
the shops and stores.
 The most luring schemes were found to be the scheme of adds on cards and the
availability of happy hours discount.
 There is very big market of DEBIT CARDS & CREDIT CARDS to be trapped;
the only thing that is wanted is to make people more aware of it.

SUGGESTIONS
 Advertising today is the media to reach the public. Bank has to participate in trade
fairs, exhibitions and display roadside hoardings for display of its products in
order to capture a good business from larger clientele. The bank should review its
advertising operations.

 Provide more ATM machines for withdrawal of money.

 Documentation, formalities to be reduced to the minimum possible.

 Provide opportunities for a very intensive experience for the participants

through a specialized program with highly skilled trainers
 QUESTIONNAIRE
NAME
AGE
GENDER
OCCUPATION
INCOME LEVEL

1. DO YOU HAVE DEBIT CARDS & CREDIT CARDS?

YES NO

2. IF YES, WHICH ONE YOU HAVE?

DEBIT CARD CREDIT CARD

3. FOR WHICH PUPOSE YOU USE IT?

SHOPPING SALARY
TRAVELLING ANY OTHER

1. DO YOU THINK ITS SAFE?

YES NO
2. HAVE YOU EVER CHANGED YOUR PASSWORD?

YES NO

6. WHAT ARE THE BENEFITS OF DEBIT CARDS & CREDIT CARDS?

EASY TO PAY ANY TIME WITHDRAWAL

SAFETY ANY OTHER
7. HAVE YOU FACED ANY PROBLEM WHILE USING DEBIT &
CREDIT
MONEY?

YES NO

8. WHO MOTIVATED YOU TO USE DEBIT CARDS & CREDIT

CARDS?

ADVERTISEMENT FRIENDS
FAMILY MEMBERS ANY OTHER

9. DO YOU KNOW WHAT YOU HAVE TO DO IF YOUR DEBIT &

CREDIT
MONEY IS LOST OR STOLEN?

YES NO

10. WHAT DO YOU THINK ABOUT FUTURE OF DEBIT CARDS & CREDIT
CARDS IN

NEXT FIVE YEAR?

EXCELLENT VERY GOOD

GOOD NOT SO GOOD

11. DOES THE PROMOTIONAL PRACTICES EFFECT YOUR

PURCHASING?
YES NO
 REFERENCES

BOOKS:
s
 MARKETING MANAGEMENT, Kotler Phillips
Published by Pearson Education (Singapore) Pte.
Indian Branch, 482, FIE,
Patparganj.Delhi-110092
 MARKETETING RESEARCH,
DAVID. J. LACK & RONALD. S.RUBIN
Published by Prentice. Hall of India Private United
New Delhi-110001

WEBSITE:
 www.icicibank.com
 www.google.com