A Study of Service Quality Appraisal and Security Level of Credit Cards

8/2/2019 A Study of Service Quality Appraisal and Security Level of Credit Cards

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A Study of Service Quality Appraisal and

Level of Security on Credit CardsWith special reference to Banks in

Coimbatore

S.Vinoth,Assistant Professor, RVS Institute of Management Studies and

Research, Coimbatore- 641 402.

T.K.Abhijith & M.Vipin,PG Students, RVS Institute of Management Studies and Research,

Coimbatore- 641 402


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Introduction

A credit card is a small plastic card issued tousers as a system of payment. It allows itsholder to buy goods and services based on the

holder's promise to pay for these goods andservices.

The issuer of the card creates a revolvingaccount and grants a line of credit to the

consumer (or the user) from which the user canborrow money for payment to a merchant or asa cash advance to the user.


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Benefits on Credit Cards

Credit cards enable persons to purchase goodsand services on credit.

Carrying a credit card is more convenient andsafer than carrying cash or cheque book.

Credit card is a safer and convenient method ofpayment.

A credit card holder will be recognized as a man

of sound financial standing. The issuing bank or concern will debit the credit

card holder or customers account once in

month after receiving details about purchases.


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Objectives of the Study

To analyze the Service Quality of Credit Cards

with the various Banks.

To analyze the Security Level of Credit Cards

with the various Banks

To Study the purpose of using the credit cards


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Methodology

Non-random (Convenient Sampling) method

was adopted and 100 questionnaires were

distributed out of that 53 valid samples were

used research analysis.

The collected data were analyzed with the

help of various statistical measures such as

Simple percentage, Cross tables and Chi-Square test.


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Demographic Background of

Respondents

Out of 53 samples,

Majority i.e., 33 (62.26 %) are Male.

40 (75.47%) respondents belongs to the age

group of 21-40 years.

21 (39.62 %) respondents belongs to theeducational category of Graduates.

14 (26.42 %) are Employed people andProfessionals and 16 (30.19%) belongs to theincome group of Rs.10,000Rs.20,000.


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Service Quality and Security Level

47 % respondents felt that the service quality

provided by the banks was very good.

64 % respondents felt that security level also

very good and excellent.

Majority 41 % respondents were using the

credit cards for fund transfer


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Hypothesis

There is no significant relationship betweenthe bank and its customer perceptiontowards service quality for the credit cards

There is no significant relationship betweenBanks with Opinion on security level forcredit cards.

There is no significant relationship betweenBanks with Opinion on security level forcredit cards


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Testing the Hypothesis with

Chi-Square Analysis

Results:

There is no association between Banks with

Service Quality for credit Cards and

Perception towards security options.

There is no association between purpose for

using the credit cards and the monthly

income of the respondents.


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Conclusion

Out of this study, it found that there is no relationshipbetween banks with the service quality and thesecurity level.

We suggest that the banks must improve its servicequality over the credit cards with customer centricand it also improve the security options on creditcards.

The banks should analyze the gap in proper forms to

minimize the problems and to try improving thebetter technology, customer service and also bycreating awareness on credit card usage.


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A Study of Service Quality Appraisal and Security Level of Credit Cards

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