A Comparative Study on Customer??s Expectations and Perceptions on Credit Card Services in Old and New Generation Banks

A Comparative Study on Customer??s Expectations and Perceptions on Credit Card Services in Old and New Generation Banks

Card usages have been drastically increasing in India due to the convenience and safety provided by the issuers. At the same time, these issuers are finding it very hard to maintain and gain the market share for this particular service product. In the present scenario credit cards are playing a vital role in every one??s life. Thus, the study has attempted to find out the customer??s expectations and perceptions on credit card services in old and new generation banks. A sample of 225 respondents, who were the users of credit cards in the Bangalore city, was concentrated upon for the study. This was analyzed and tested using Factor analysis, ANOVA and Multiple Linear Regressions. The paper has found the factor the people are expecting more on card services and as well the factor where the users have perceived more. The gap was also analyzed between the expectations and perceptions of the users. The results from the study pointed out the factors the banks have to concentrate upon in order to delight its users and maintain its market share. Hence, businesses should focus on the factors analyzed so as to improve the quality of services provided on cards and to retain the customer base. Keywords: Credit Cards, Customer Expectations, Customer Perceptions,New Generation Banks and Old Generation Bank.

Shais Pellissery Cheryl

Commerce