32 K. A. Kunjithapatham
the statement, 30.5 % of the respondents either disagreed or strongly disagreed that the procedure to obtain credit was
difficult.38.8 % of the respondents agreed that the services charges on credit card were high, 28.3 % of the respondents
strongly agreed the statement, 17.5 % of the respondents neither agree nor disagree the statement, 15.4 % of the
respondents either disagreed or strongly disagreed the statement. It was also noted that majority of the respondents
(61.4 %) either strongly agreed or agreed on the statement that interest and penalty are high for late payment, 33.2 % of the
respondents neither agreed nor disagreed the statement, only 5.4 % of the respondents disagreed the statement.
48.3 % of the respondents either agreed or strongly agreed that credit limit fixed on the credit card was not enough, 30.7 %
of the respondents stood neutral on the statement, 21 % of the respondents either disagreed or strongly disagreed to the
statement. 29.4 % of the respondents either strongly agreed or agreed on the statement that payment modes were not
convenient, 23 % of the respondents stood neutral, a considerable portion of the respondents (47.6 %) either disagreed or
strongly disagreed to the statement that payment modes were not convenient. It expressed that repayment modes were
convenient for the customers. It was also noted from the above table that three fourth of the respondents (76.3 %) either
agreed or strongly agreed on the statement that monthly credit card statements are being received promptly,
14.7 % of the respondents neither agree nor disagree the statement, only 9 % of the respondents disagreed the statement.
Majority of the respondents (74.2 %) of the respondents either strongly agreed or agreed on the statement that banks send
e-statements promptly, 13.2 % of the respondents stood neutral on the statement, 12.6 % of the respondents either
disagreed or strongly disagreed the statement.
Majority of the respondents (54.8 %) either strongly agreed or agreed on the statement that sending e-mail and
SMS alert about bill amount, its due date and credit card transactions properly, 34.5 % of the respondents neither agreed
nor disagreed the statement, 10.7 % of the respondents disagreed the statement. Majority of the respondents (65.7 %) either
strongly agreed or agreed on the statement that overlimit charges are more, 26.8 % of the respondents stood neutral on the
statement, 7.5 % of the respondents either disagreed or strongly disagreed the statement. Majority of the respondents (57
%) either strongly agreed or agreed on the statement that procedures are difficult in getting a new card when old card lost
or damaged, 24.2 % of the respondents neither agreed nor disagreed the statement, 18.8 % of the respondents either
disagreed or strongly disagreed the statement. Majority of the of the respondents (52.7 %) either strongly agreed or agreed
that the charges on getting the new card were low, 32.2 % of the respondents stood neutral on the statement, 15.1 % of the
respondents either disagreed or strongly disagreed the statement.
Two third of the respondents (67.9 %) either strongly agreed or agreed on the statement that security system is
good for online payments at the time of online purchases, 22 % of the respondents neither agreed nor disagreed the
statement, 10.1 % disagreed the statement and no respondent strongly disagreed the statement. Majority of the respondents
(57.4 %) positively perceived that customer care services were good, 33.6 % of the respondents neither agreed nor
disagreed the statement, 9 % of the respondents either disagreed or strongly disagreed the statement. Majority of the
respondents (54.2 %) either strongly agreed or agreed on the statement that more offers are given for credit card holders by
various merchants, 36.5 % of the respondents neither agreed nor disagreed the statement, 7.3 % of the respondents either
disagreed or strongly disagreed the statement. 48.7 % of the respondents either strongly agreed or agreed on the statement
that reward point system is more beneficial for credit card holders, 41.3 % of the respondents stood neutral on the
statement, 10 % of the respondents either disagreed or strongly disagreed the statement.