1.

1 INTRODUCTION

Whether the buyer is satisfied after purchase depend on the offers performance in relation to the buyer expectation. In general satisfaction is a person's feelings of pleasure or disappointment resulting from comparing a products perceived performance relation to his/her expectations. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation customer is satisfied. If the performance exceeds the expectation the customer is highly satisfied. Customer satisfaction is a marketing tool and a definite value added benefit. Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high levels of customer satisfaction is very important to a business because satisfied customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business. Customer satisfaction is a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and part of the four prospective of balanced score card. In a competitive market place were businesses compete for

~1~

customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy customer satisfaction drives successful private sector business. High performing businesses have developed principles and strategies for achieving customer satisfaction. This paper presents a framework or set of ideas for using customer satisfaction principles and strategies to improve the quality responsiveness, and possibility of public sector privately provided services in vulnerable communities. The framework suggested that resident who live in tough neighbourhoods can be supported through customer satisfaction strategies to become empoweredindividualswho informed perspectivesinfluencedecisions a bout what, how, when, and where services are the evaluation of the perceived discrepancy between prior expectation and the actual performance of the product as perceived after its consumption. Codotte, woodruff and Jenkins (1987) define customer satisfaction

~2~

1.2 INDUSTRY PROFILE: Western Union Financial Services, Inc. operators the worlds l argest money-transfer network, comprising more than 117,000 agent locations spread throughout more than 185 countries. Through its network, consumers and businesses are able to transfer money or make payments with money orders and other electronic systems. Western Union sells more than 250 million money orders annually. The company operators as a private subsidiary of First Data

Corporation, a payment services company. Western Union believe there is something beyond building a business that gives a company a higher purpose. The Western Union higher purpose is to help people improve the quality of their lives. Western Union believe a company, with both its human resources and financial resources, should make the world in which it lives a better place. Western Union have played people provide for their families. Western Union also want to provide for our family of customers, by helping them in their daily lives. Western Union believe that with the power of success comes the privilege of caring, helping, building, sharing, strengthening, healing, teaching and most importantly, the privilege of touching lives. Western Union believes in the power and passion of their employees, who bring not only their diverse talents to their business, but also their tireless energy and commitment to their community activities as volunteers. Western Union believe as part of their global commitment to their consumers and their families, their international outreach program must focus on three critical areas: Education, Health and Immigrant Resources. To do so will help people improve the quality of their lives throughout the world. Western Union believe all great ideas begin with What ~3~

If. Western Union is proud to bring many great ideas to fruition with the Western Union Helping Hands program. 1.3 COMPANY PROFILE: Western Union, the financial conduit to the world, started operating in 1851 as the New York and Mississippi Valley Printing Telegraph Company. The company, Its name defining the boundaries of its operating territory, was formed by a group of Rochester, New York, businessmen, whose geographic ambitions soon escalated. In 1856, the company changed its name to the Western Union telegraph Company, reflecting the union of telegraph lines in the Western United States with telegraph lines in the eastern united States. An integrated system had been calved by cobbing together a number of rival telegraph lines, giving birth to the Western Union name that would enjoy household recognition for the next century and beyond. Evidence of the familiarity of the Western Union name throughout he country was demonstrated by its inclusion within the U.S. dialect. Much like the brand name Kleenex would come to represent a tissue. Western Union became synonymous with a telegram. Throughout its history, Western Union displayed the talents of an innovator. The companys 10th anniversary coincided with the outbreak of the Civil war and the completion of the first transcontinental telegraph line, which enabled fast, coast-to-coast communications for the next four years of bloody and intense warfare. Western Unions completion of the first transcontinental telegraph was followed by several other pioneering developments credited to the company during its formative years. Much of the companys early success on the innovation front could be credited to one of its employees, an icon of U.S. ingenuity. Western Union telegrams were conveyed by a Morse operator who tapped out Morse code ~4~

on keys. One of the companys Morse operators was Thomas Edition, whose early inventions were completed under the auspices of Western Union. In 1866, Western Union introduced the first stock ticker, which provided brokerage firms with New York Stock Exchange quotations. The glass-domed device was Edisons invention. During Western Unions first decades of existence, the companys milestones occurred at five-year intervals beginning with the adoption of the Western Union name five years after the companys founding. The completion of the first transcontinental telegraph line occurred five years later, followed by the introduction of the first stock ticker, which lent unprecedented sophistication and geographic expansion to the stock distribution side of the companys business. Five years after Edisons ticker made its debut, Western Union entered what would become its single most important business during the modern era. In 1871, Western Union introduced the concept of wiring money, a business that would eventually replace message sending as the companys primary business. The importance of the foray into wiring money was not to be underestimated, but its importance grew gradually. During the late 19 th century and for much of the 20th century, Western Union made its money and earned its reputation as a conveyor of communications, with the companys uniformed messengers serving as the living symbol of telegrams to a fast growing population sometimes separated by thousands of miles. Western Unions role in enabling individuals, companies, and institutions to communicate with each other became an indispensable component of daily U.S. life, a role whose efficacy and breadth of involvement was predicated on innovation. Western Union developed new ways to communicate, and increasingly. The companys efforts titled toward the financial sector, as first highlighted by its involvement in the stock distribution business. Before entering the 20th century, Western Union celebrated one last distinction that ~5~

confirmed the companys significance. In 1884, Western Union was selected as one of the original 11 companies whose stock values became the benchmarks of the Dow Jones Industrial Average.

A 20TH CENTURY INNOVATOR: Western Unions development during the first half of the 20th century was punctuated by an impressive list of innovations. In 1914, the company introduced the first consumer charge card in 1923, Western Union introduced teletypewriters, which enabled companies to communicate with their branch offices. During the 1920s, the company also pioneered the first practical use of a device that could send pictures over telegraph wires for press services, an innovation that represented the precursor to the modern-day facsimile machine. A little more than a decade later, in 1935, Western Union introduced the first public facsimile service, connecting Buffalo, New York and New York City. The companys knack for delivering revolutionary technology exhibited itself one more time before end of the first half of the century. Midway through World War II, in 1943, Western Union introduced the first commercial microwave system to connect one city with another city. Despite the remarkable achievements recorded by Western Union during its first century of existence, the companys centennial anniversary was damped considerably by its financial condition. From the end of World War II into the 1950s, Western Union struggled, its balance sheet pocked by a host of foibles. To correct the ills, the company diversified into the telex, developing a desk-model machine that provided direct-dial, consumer-to-consumer teleprinter service.

~6~

The advent of the machine sounded the death knell for informed Western Union messengers. The singing telegram, introduced in 1933 by Wester n Unions publicity director, Geroge P. Oslin, soon disappeared. During the 1960s, Western Union intensified its attempts at diversification. The broadening of the companys operational scope engendered growth, prompting Western Unions management to emb ark on a diversification program that progressed throughout the 1970s and into the 1980s. Against the backdrop of growth and diversification, the Western Union legacy of innovation continued. In 1964, the company unveiled its transactional microwave radio beam system, the use of the system. The use of the system rendered obsoletes the myriad poles and wires stretching across the country. A later, Western Union could claim it had expanded unto space. In 1974, the company launched the first domestic communications satellite for the United States, the Waster 1. In 1982, less than a decade after launching Waster 1, Western Union became the first company with five satellites in orbit. FINANCIAL PROBLEMS SURFACING: 1980S: Not long after launching its fifth satellite, Western Union began to experience the effects of decade of diversification. Although the sprawl of the companys domestic and international operations had delivered robust revenue growth, the increase in the companys sales had not always marched up ward with its profits. As the company entered the mid-1980s, signs of financial trouble began to emerge. When the extent of the damage was revealed fully, the company found itself floundering in severe financial straits far more serious than its postwar financial crisis.

~7~

Western Unions pursuit of new business and new markets created problems on the companys balance sheet. Over time, its operations had become too far-flung and incurred too much debt for it to survive without making wholesale changes. In 1984, the problems related to overextending itself suffering from a serve liquidity crisis. The problem persisted for an oppressively long time, hobbling the companys progress for a decade. Ultimately, Western Unions dour financial condition required the most serve of corporate response. The venerable company, one of the leading pioneering enterprises of the world, was forced to declare bankruptcy, filling for protection from creditors under chapter 11 of the U.S. Bankruptcy Code in 1994. The reorganization required by Western Unions chapter 11 status engendered the companys final transformation into a financial services business. The companys message-sending business had become a part of U.S. culture, but its corporate roots became a thing of the past when all if its telecommunications businesses were divested during the reorganization. Once stripped of these

businesses, Western Union was left to concentrate exclusively on financial services, primarily the money wiring business it had invented more than a century earlier. The final stage of the companys attempt to resurrect itself would occur on September 19, 1994 when the auction of Western Union was scheduled to occur. Thoroughly revamped, Western Union waited during the summer of 1994 to find out its new owner would be. NEW LIFE AS A SUBSIDIARY COMPANY BEGAINING IN 1994: The two companies who expressed the greatest interest in acquiring Western Union were Forstmann, Little & co. and First Data Corporation. By August 1994, First Data, a payment services company based in Hackensack, New ~8~

Jersey, had emerged as the leading contender. First data submitted a $660 million bid in August. At roughly the same time, the Federal Trade Commission (FTC) launched its first antitrust challenge against the merger. Because of the similarity of the two entities, the FTC alleged the merger would create a monopoly, combing Western Unions own massive money-transfer business with First Datas payment system, known as Money Gram. To ease the FTCs concerns about the development of anti-competitive practices in the money-transfer business. First Data signed a consent decree in August. By the following month, First Data had prevailed. Western Union, an independent concern for nearly 125 years, became a private subsidiary of First Data, marking the beginning of a new era for the company. Under the governance of First Data, Western Union emerged from its decade-long malaise with renewed vitality. Since Western Unions invention of the money-transfer business in 1871, the way in which the system operated, not surprisingly, had changed substantially. The Morse keys and sounders operated by Thomas Edison had been replaced with a network of agents connected through the Western Union computer system. The agent locations were situated in supermarkets, check-cashing outlets, mailbox stores, and sundry other retail establishments. Money-transfer, aside from the technological changes, had become an incredibly large business, enjoying exponential growth during Western Unions final transformation into a company exclusively focused on financial services. In 1986, there were eight million money-transfer transactions. A decade later, as Western Union embarked on its new era of existence under the control of First Data, there were more than 30 millions money-transfer transactions. As Western Union focused on dominating the business it had first developed, the company increasingly bolstered its global presence. In 1992, the ~9~

company began the first consumer instant money-transfer service between the United States and Russia. In 1993, while still in the throes of its financial crisis, the company launched its Dinero en Minutes (Money in Minutes) service in Mexico, a new currency transfer service that enabled travelers in Mexico to pick up cash in pesos at any of the nearly 300 locations operated by Elektra, a leading furniture and electronics retail company based in Mexico. At roughly the same time, the company introduced electronic funds transfer in Africa, Ethiopia, Zambia, Senegal, Kenya, Nigeria, Uganda, and Eritrea during the subsequent two years. International expansion fueled much of the companys growth during the mid -1990s, particularly its advances in Mexico, which accounted for a fifth of its international financial growth in 1995. Consequently, the company strengthened its ties with Elektra at the beginning of 1996, signing a 10-year agreement with the retailer. Later in the year, Western Union opened its North American headquarters in Eaglewood, Colorado, and opened new regional sales offices in Paris, Vienna, and Hong Kong. Western Unions aggressive expansion during the 1990s could be charted by the growth of its agent network. The company had less than 20,000 agent locations during the early 1990s. by 1998, Western Unions mone y-transfer service had expanded to 50,000 agent locations worldwide, representing the worlds largest money-transfer network. By the end of the decade, there were more than 80,000 Western Union agent locations scattered throughout more than 140 countries. As Western Union entered the 21st century, it promised to figure as a dominant player in the money-transfer business. The company launched westernunion.com in 2000, inaugurating the extension of money transfer to the internet. The following year, the company celebrated its 150th anniversary by ~ 10 ~

eclipsing 1,00,000 agent locations, a more than fivefold increase in less than a decade. In 2002, as part of its consistent efforts to expand payment options on the internet, Western Union launched its consumer web payment service, enabling customers funds to be debited electronically from their checking accounts and funneled toward designated payments. In the years ahead, the company intended to maintain its market leadership by counting to offer its clients a comprehensive array of bill payment capabilities, both online and offline.

~ 11 ~

SENDING OPTIONS ONLINE MONEY TRANSFER: Their transactional web site allows consumers to send funds online using a credit or debit card. Consumers can check the status of their transfer online. WALK-IN MONEY TRANSFER: The Agent clerk collects cash from a consumer and within minutes, payment is available for pick-up at an Western Union Agent location convenient to the receiver in India. In the United States, many Agent locations also accept debit cards to initiate a transaction. TELEPHONE MONEY TRANSFER: This service allows consumers to send funds by telephone without visiting a Western Union Agent location. Consumers may call a toll-free number in the United States or the United Kingdom and use a debit card or credit card to initiate a transaction. The money transfer is then available for pay-out at a participating Agent location from the U.S. and Canada, dial 1-800-CALL-CASH

~ 12 ~

RECEIVING OPTIONS PICK UP MONEY AT ANY AGENT LOCATION IN INDIA: You can pick up money from any of the 50,000 Agent locations across India. Home delivery service is available through AFL limited. Message service is available at locations. Telephone Notification is available through all locations. STORE LOADED CARD: Its a prepaid card. BANK ACCOUNT DELIVERY: Direct deposit in bank account.

~ 13 ~

1.4 NEED OF THE STUDY

This study will help us to understand customers, preference and their needs expected from the business owners. This study will not only help me as astudent but it also assists to know the satisfaction level of the organization. AS customer, we benefit from insights into our satisfaction -relateddecision: what, why, buy and the promotion that influences us to buy .Thus thestudy of costumers satisfaction enables us to become wise customers. As marketers and marketers, it is important for us to know why and how individuals make their consumption decisions, so that we can make better strategic marketing decisions .If marketers

understand customer behavior they are likely to react to various informational cues and are able to shape their strategies As students of marketing, We are concerned with understanding behavior with gaining insights into why individuals act in certain consumption related ways This research was done to know how people receive, store and satisfy related information so that research could decode marketing strategies to influence customer satisfaction .Customer research takes place at every phase of the consumption process-before the purchase, during the purchase, after the purchase

~ 14 ~

1.5 Objective of the study:

To study about the customer satisfaction towards western union money transfer service: 1) To know the opinion of the respondents about western union service. 2) To find out the effectiveness of the service providing cannels of western union 3) To study about the customer satisfaction towards western union service. 4) To ascertaining the growth rate of western union service operations towards the customer. 5) To study about the practical techniques for provide service. 6) To identify the needs if the customer. 7) To find out the problems encountered by the customers and to offer suggestion to western union service for better performance.

~ 15 ~

1.6 SCOPE OF THE STUDY This study will help us to understand customers, preference and their needs expected from the business owners. This study will not only help me as student but it also assists to know the satisfaction level of the organization. What are the key factors that drive customer satisfaction for your organization? How do you hold managers and employees accountable for customer service? Through a simple approach of capturing customer input everyday we identify areas of opportunity and areas of excellence and deliver targeted information to all levels including front line managers. The Guest Index customer feedback program from Performance Scope clearly identifies these attributes and presents them in simple, real-time reports. The Guest Index utilizes regular, affordable and automated IVR / Web surveying to provide: A clear picture of the issues that customers care about Timely feedback for product and concept testing A platform to compare and analyze location trends Large, accurate and reliable sample sizes for advanced research Quantify the strategy-to-performance gap

~ 16 ~

1.7 LIMITATIONS OF THE STUDY The following are the limitations experienced by the researcher during field study: The field study was conducted only in the area of Karaikudi and its surrounding areas. The inadequacy of time researcher to interview the respondents. Some of the respondents are not giving their opinion truly, so it not by the accurate research. Since the sample size was limited this study cannot be generalized to all situations. This study is mostly based on respondents view only. Some respondents were really hesitating to answer the questions asked by researcher due to fear. The surveys final results may be untrue due to the changing minds of the respondents.

~ 17 ~

2.1 REVIEW OF THE LITERATURE The concept of customer value is becoming increasingly used in strategy and marketing literature in recent years. The concept of customer value is becoming increasingly used in strategy and marketing literature in recent years. Customer value is considered central to competitive advantage and long-term success of business organizations. Azaddin Salem Khalifa The following study both synthesizes and builds on the efforts to conceptualize The effects of quality, satisfaction, and value on consumers behavioral intentions. Specifically, it reports an empirical assessment of a model of service encounters that simultaneously considers the direct effects of these variables on behavioral intentions. Michael K Brady

The importance of performance measurement has long been recognized by academics and practitioners from a variety of functional disciplines

Andy Neely

~ 18 ~

4.1 RESEARCH METHODOLOGY 1) Sampling unit: Respondents include upper and middle class. 2) Sample size: The sample size of the field study was restricted 50. 3) Sample Area: The respondents were selected from karaikudi town alone. 4) Sampling technique: Non-probability convenience 5) Nature of data: The data for the study includes primary data and secondary data. 6) Method of data collection: Primary data were collected from the respondents through questionnaire and secondary data were collected from related website. 7) Nature of questionnaire: Structured questionnaire is being prepared with necessary scaling.

~ 19 ~

8)Pre testing:

After setting up the questionnaire researcher has and distributed these questionnaire after that discussion some more questions were added and study was conducted. 9)Field study: 10-15 Minute for each respondent and 5 day for field work. 10) Tools used: Master table and percentage analysis are used as basic tools for this study.

~ 20 ~

4.1 DATA ANALYSIS AND INTERPRETATION Data analysis gives information about that results to survey conducted by the respondents. The survey includes primary data on customer satisfaction towards the western union. The information given by them was genuine. The respondents are getting the western union may attractive money value etc. A questionnaire schedule with 22 questions was prepared for the purpose of the survey A sample of 50 respondents was chosen for this survey. The data collected Gives clear idea about customer satisfaction towards the buyer of western union in karaikudi town.

~ 21 ~

TABLE-4.1.1 AGE COMPARISION OF RESPONDENTS S.NO FACTORS 1 2 3 4 18-25 26-35 36-45 45 and above Total INTERPRETATION: The above table shows that out of 60 respondents 50% of respondents coming under the age group of 18-25, 30% of lies in the age group of 26-35, 10% of them coming under the age group of 36-45 and 10% of them coming under the age group of 46 and above. CHART-4.2.1 AGE COMPARISION OF RESPONDENTS NO.OF RESPONDENTS 25 15 5 5 50 PERCENTAGE (%) 50 30 10 10 100

10% 10% 18-25 26-35 50% 36-45 45 and above 30%

~ 22 ~

TABLE-4.1.2 GENDER WISE CLASSIFICATION OF RESPONDENTS S.NO FACTORS 1 2 Male Female Total NO.OF RESPONDENTS 23 27 50 PERCENTAGE (%) 46 54 100

INTERPRETATION: From the above table, it is analyzed that out of 50 respondents 54% of respondents using western union service are female and the remaining constitutes male. CHART-4.2.2

GENDER WISE CLASSIFICATION OF RESPONDENTS

54 46 Male Female

~ 23 ~

TABLE-4.1.3 OCCUPATIONAL STATUS OF THE RESPONDENTS S.NO FACTORS 1 Student 2 3 4 Government employee Private employee Home maker Total INTERPRETATION: From the above table it is evident that out of 50 respondents 34% of respondents gets student category, 12% of them gets govenment employee category, 46% of them gets Private employee category and 8% of them gets home maker category. CHART-4.2.3 OCCUPATIONAL STATUS OF THE RESPONDENTS
50 40 30 20 10 0 Student Govt employee Private employee Home maker

NO.OF RESPONDENTS 17 6 23 4 50

PERCENTAGE (%) 34 12 46 08 100

~ 24 ~

TABLE-4.1.4 FAMILY SIZE OF RESPONDENTS S.NO FACTORS 1 2 3 2-4 5-7 8 and above Total NO.OF RESPONDENTS 37 11 02 50 PERCENTAGE (%) 74 22 04 100

INTERPRETATION: The above table reveals that out of 50 respondents 74% of respondents belongs to the family size of 2-4, 22% belongs to the family size of 5-7 and 4% of them coming under the family size of 8 and above.

CHART-4.2.4 FAMILY SIZE OF RESPONDENTS

80 70 60 50 40 30 20 10 0 2 to4 5 to 7 8 and above

~ 25 ~

TABLE-4.1.5 INCOME LEVEL OF THE RESPONDENTS S.NO 1 2 3 4 FACTORS BELOW RS.4000 RS.4000-8000 RS.8000-12000 ABOVE RS.12000 TOTAL NO.OF RESPONDENTS 7 12 13 18 50 PERCENTAGE (%) 14 24 26 36 100

INTERPRETATION: In the above table it is known that out of 50 respondents, 14% of them earning monthly income of below Rs.400, 24% of respondents earn Rs.4000-8000, 26% of them earn Rs.8000-12000 and 36% of respondents earn the monthly income above Rs.12000. CHART-4.2.5 INCOME LEVEL OF THE RESPONDENTS

ABOVE RS.12000 RS.8000-12000 RS.4000-8000 BELOW RS.4000 0 5 10 15 20 25 30 35 40

~ 26 ~

TABLE-4.1.6 MARITAL STATUS OF RESPONDENTS S.NO FACTORS 1 2 Married Un married Total NO.OF RESPONDENTS 14 36 50 PERCENTAGE (%) 28 72 100

INTERPRETATION: From the above table it can be observed that out of 50respondents 28% of respondents belongs to married and remaining 72% of the respondents belongs to unmarried. CHART-4.2.6

MARITAL STATUS OF RESPONDENTS

Married 28%

Un married 72%

~ 27 ~

TABLE-4.1.7 EDUCATIONAL LEVEL OF RESPONDENTS S.NO 1 2 3 4 FACTORS NO.OF RESPONDENTS School 3 education Under 6 graduation Post 37 graduation others 4 Total 50 PERCENTAGE (%) 6 12 74 8 100

INTERPRETATION: From the above table, it is clear that nearly 6% of respondents gets school education, 12% of them gets under graduation, 74% of them gets post graduation and 8% of them gets in other category. CHART-4.2.7

EDUCATIONAL LEVEL OF RESPONDENTS

8% 6% 12% School education Under graduation Post graduation others 74%

~ 28 ~

TABLE-4.1.8 RESPONDENTSS FAMILY MEMBERS LIVING IN FOREIGN COUNTRY S.NO 1 2 FACTORS Yes No Total NO.OF RESPONDENTS 50 0 50 PERCENTAGE (%) 100 0 100

INTERPRETATION: The above table clearly proved that out of 50 respondents all of their family members are living in foreign countries. CHART-4.2.8

RESPONDENTSS FAMILY MEMBERS LIVING IN FOREIGN COUNTRY

120 100 80 60 40 20 0 Yes No

~ 29 ~

TABLE-4.1.9 RESPONDENTS FAMILY MEMBERS LIVING COUNTRY S.NO FACTORS 1 2 3 4 5 America Singapore Malaysia Gulf countries Others Total NO.OF RESPONDENTS 8 19 9 6 8 50 PERCENTAGE (%) 16 38 18 12 16 100

INTERPRETATION: From the above table it can be observed that out of 50 respondents nearly 16% of respondents family members are living in America, 38% of them living in Singapore, 18% of them living in Malaysia,12% of them living in Gulf countries and 16% of them living in other countries. CHART-4.2.9

RESPONDENTS FAMILY MEMBERS LIVING COUNTRY

16% 12% 18%

16% America Singapore 38% Malaysia Gulf countries Others

~ 30 ~

TABLE-4.1.10 NUMBER OF RESPONDENTS USING MONEY TRANSFER SERVICE S.NO 1 2 FACTORS Yes No Total NO.OF RESPONDENTS 50 0 50 PERCENTAGE (%) 100 0 100

INTERPERTATION: From above table the information can obtained that all the respondents out of 50 samples are using money transfer services. CHART-4.2.10

NUMBER OF RESPONDENTS USING MONEY TRANSFER SERVICE

100

0 Yes No

~ 31 ~

TABLE-4.1.11 NUMBER OF YEARS USING WESTERN UNION MONEY TRANSFER SERVICE BY RESPONDENTS S.NO 1 2 3 4 FACTORS Below 1 year 1-3years 3-5years Above 5 years Total NO.OF RESPONDENTS 16 22 6 6 50 PERCENTAGE (%) 32 44 12 12 100

INTERPRETATION: The above table shows that out of 50 respondents 32% of them using western union money service in below 1 year, 44% of them using 1-3 years, 12% of them using 3-5 years and 12% of them using above 5 years. CHART-4.1.11

NUMBER OF YEARS USING WESTERN UNION MONEY TRANSFERSERVICE BY RESPONDENTS

50 40 30 20 10 0 Below 1 year 1-3years 3-5years Above 5 years 12 12 32 44

~ 32 ~

TABLE-4.1.12 THE WAY OF KNOWING ABOUT WESTERN UNION MONEY TRANSFER S.NO 1 2 3 4 FACTORS NO.OF RESPONDENTS Advertisement 22 Friends 15 Neighbors 9 Others 4 Total 50 PERCENTAGE (%) 44 30 18 8 100

INTERPRETATION: From the above table, it is clearly evident that out of 50 respondents nearly 44% of them know from advertisement,30% of them know from their friends,18% of them know from neighbors and 8% of them know from others. CHART-4.2.12

THE WAY OF KNOWING ABOUT WESTERN UNION MONEY TRANSFER

44 30 18 8

~ 33 ~

TABLE-4.1.13 RESPONDENTS MONEY TRANSACTIONS PER YEAR S.NO 1 2 3 4 FACTORS Below 3 3 to 6 6 to 9 Above 9 Total NO.OF RESPONDENTS PERCENTAGE (%) 15 30 14 28 14 28 7 14 50 100

INTERPRETATION: From the above table it is analyzed that, out of 50 respondents 30 % of them done below 3 times transactions per year,28% done 3-6 transactions, 28% done 6-9 transactions and 14% done above 9 transactions per year. CHART-4.2.13

RESPONDENTS MONEY TRANSACTIONS PER YEAR

14% 30% Below 3 3 to 6 28% 28% 6 to 9 Above 9

~ 34 ~

TABLE-4.1.14 WAY OF USING WESTERN UNION SERVICE S.NO 1 2 3 4 FACTORS Agency Bank Post office Others Total NO.OF RESPONDENTS 17 22 10 2 50 PERCENTAGE (%) 34 44 20 2 100

INTERPRETATION: From the above table it is known that out of 50 respondents, 34% of them using the way of agencies to receive money, 44% of them using bank, 20% of them using post office and 2% of them using others. CHART-4.2.14

WAY OF USING WESTERN UNION SERVICE

Others Post office Bank Agency

2 20 44 34

~ 35 ~

TABLE-4.1.15 REASON FOR SELECT THE WESTERN UNION SERVICE S.NO 1 2 3 FACTORS Fast withdrawn Safety Availability Total NO.OF RESPONDENTS PERCENTAGE (%) 19 38 24 7 50 48 14 100

INTERPRETATION: The above table clearly depicts the reason for preferring western union money transfer service out of 50 respondents 38% of respondents prefer western union because of fast withdrawn,48% of them using this service for safety and 14 % of respondents using it for availability. CHART-4.2.15

REASON FOR SELECT THE WESTERN UNION SERVICE

60 50 40 30 20 10 0 Fast withdrawn Safety Availability

~ 36 ~

TABLE 4.1.16 SPECIAL PURPOSE FOR SELECT THE WESTERN UNION SERVICE S.NO 1 2 3 FACTORS No cost Time saving Belief Total NO.OF RESPONDENTS PERCENTAGE (%) 8 16 37 5 50 74 10 100

INTERPRETATION: In the above table, out of 50 respondents 16% of them told that no cost is the special purpose for select the western union service, 74% of respondents select for the purpose of time saving and 10% of them select it for belief. CHART- 4.2.16

SPECIAL PURPOSE FOR SELECT THE WESTERN UNION SERVICE

Belief, 10

Time saving, 74

No cost, 16 0 10 20 30 40 50 60 70 80

~ 37 ~

TABLE-4.1.17 DOCUMENTARY PROCEDURE OF WESTERN UNION SERVICE S.NO 1 2 3 FACTORS Easy Difficult Normal Total NO.OF RESPONDENTS PERCENTAGE (%) 28 56 5 17 50 10 34 100

INTERPRETATION: The above table reveals that out of 50 respondents, 38% of respondents feel easy to follow the documentary procedure of western union service, 48 % of them feel as difficult and 14% of them feel normal to follow. CHART-4.2.17

DOCUMENTARY PROCEDURE OF WESTERN UNION SERVICE

56

34

10

Easy

Difficult

Normal

~ 38 ~

TABLE-4.1.18 COMPARE WITH DIFFIRENT MODES WESTERN UNION PROVIDE BEST SERVICE S.NO 1 2 3 4 FACTORS Agency Bank Post office Others Total NO.OF RESPONDENTS 20 21 8 1 50 PERCENTAGE (%) 40 42 16 2 100

INTERPRETATION: The above table shows that, out of 50 respondents, 40 % of them told as agencies are provide best service and another 42% of them told as banks provide best service and 16% of respondents told as the best service is provide by post office and 2% of respondents comes in other category. CHART-4.2.18

COMPARE WITH DIFFIRENT MODES WESTERN UNION PROVIDE BEST SERVICE

2% 16% 40%

Agency Bank Post office

42%

Others

~ 39 ~

TABLE-4.1.19 NUMBER OF RESPONDENTS HAVE SEEN THE ADVERTISEMENT S.NO 1 2 FACTORS Yes No Total NO.OF RESPONDENTS 50 0 50 PERCENTAGE (%) 100 0 100

INTERPERTATION: From above table the information can obtained that all the respondents out of 50 respondents all of them have seen the advertisement of western union service. CHART-4.2.19

NUMBER OF RESPONDENTS HAVE SEEN THE ADVERTISEMENT

120 100 80 60 40 20 0 Yes No

~ 40 ~

TABLE-4.1.20 ATTRACTIVE ADVERTISEMENT COMPARE WITH DIFFERENT MEDIAS S.NO 1 2 3 4 FACTORS Television Newspaper Wall painting Others Total NO.OF RESPONDENTS 17 15 29 1 50 PERCENTAGE (%) 34 30 58 2 100

INTERPRETATION: The above table shows that out of 50 respondents,34% respondents agree with television gives attractive advertisement for western union service, 30% of them says that news paper, 58% of them says that wall painting and 2% of them says that others. CHART-4.2.20

ATTRACTIVE ADVERTISEMENT COMPARE WITH DIFFERENT MEDIAS

Others Wall painting Newspaper Television

2 58 30 34

~ 41 ~

TABLE-4.1.21 RESPONDENTS SATISFACTION LEVEL OF WESTERN UNION SERVICE S.NO 1 FACTORS NO.OF RESPONDENTS 16 25 3 6 0 50 PERCENTAGE (%) 32 50 6 12 0 100

Highly satisfaction 2 Satisfaction 3 Neutral 4 Better 5 Not Total INTERPRETATION:

From the above table, it is evident that out of 50 respondents nearly 32% of respondents have opinion is that western union provides highly satisfaction,50% of respondents are opinion that western union gives satisfaction,6 %of them says its neutral and 12% of them says its service is better. CHART-4.2.21

RESPONDENTS SATISFACTION LEVEL OF WESTERN UNION SERVICE

50

32

12 6 0 Highly satisfaction Satisfaction Neutral Better Not

~ 42 ~

6.1 FINDINGS
From the table no.1, it is observed that on individual may differ in their objective and expectations according to their age level. From this table 50% of respondents using western union service at the age group of 18-25. From the table no.2,it is observed that 54% of female respondents are mostly using western union service and they occupy major portion than male respondents. From the table no.3, it is observed that based on the occupational status of the respondents maximum46% of the people come under the private employees. From the table no.4, it is observed that 74% of the respondents belong of the family size 2-4. From the table no.5, it is observed that while considering the basic factor of the income level of the respondents, maximum 36% of them with the income level of above 12000. From the table no.6, it is observed that maximum 72% of respondents are unmarried. From the table no.7, it is observed that, maximum 74% of western union users are gets post graduation in their educational qualification. From the table no.8, it is observed that, most of the persons are relating to the living in foreign countries. From the table no.9, it is observed that respondents fami ly members are living in various foreign countries. But maximum 38% of them living in the country of Singapore. ~ 43 ~

 From the table no.10, it is observed that all of the respondents are using money transfer service for transfer the money from one to another country. From the table no.11, it is observed that out of 50 all of the respondents are using particularly western union service for money transactions. From the table no.12, it is observed that 44% of respondents using the western union service from 1-3 years. From the table no.13, it is observed that respondents know about the western union service from various ways. Maximum 44% of respondents know for the advertisement. From the table no.14, it is observed that only 12 transactions can done through the western union, from the research maximum 30% of respondents done mostly below 1 year. From the table no.15, it is observed that, respondents use different ways to receive money through western union, maximum 44% of respondents use the way of banks. From the table no.16, it is observed that, respondents say may reasons for select western union service. But 48% of the respondents preferring western union service for the purpose of safety. From the table no.17, it is observed that, maximum 74% of the respondents are using the western union service for the special purpose of time saving. From the table no.18, it is observed that maximum 56 % of respondents feel like to as easy to follow the documentary procedure of western union service. From the table no.19, it is observed that, compare with different modes western union provide best service, most of the respondents says banks are provide best service, ~ 44 ~

 From the table no.20, it is observed that each and every respondent have seen the western union advertisement. From the table no.21, it is observed that, number of media is gives advertisement for western union but compare with other Medias 58 % of respondents says television gives attractive advertisement. From the table no.22, it is observed that,50% of respondents says western union gives satisfaction to them.

~ 45 ~

6.2 PROBLEMS AND SUGGESTIONS The interaction with the respondent helped brining the following suggestions. Even though most of the respondents are satisfied with western union money transfer service. But few of them are of opinion that increases the providing facilities of this service in rural areas. The customers can receive only below Rs.50000 as ready cash from the western union service. So the customers want to service above Rs.50000 as ready cash. India is one of the members in SAARC. The SAARC countries are restricted to send money to other countries through the western union service. So the customer want to remove the restriction and allow to send money from SAARC countries to other countries. The advertisement for western union service is mostly given in the mode of television and wall paintings. But it is not effectively. So the customers are want to increase the advertisement in television and newspapers.

~ 46 ~

6.3 CONCLUSION Now a days most of the people are going to foreign countries for their job opportunities, education and other purposes. They need some money transfer services for transfer the money transactions from one country to another country. Most of the people are agreed with the fact that western union is one of the best money transfer service in the global level. The researcher reveals that the customer satisfaction of western union money transfer service is highly positive. The people prefer western union service for the purposes of fast withdraw of money and time saving. By the field study undertaken, the researcher was able to meet different types of people. The study gave more information about the customers behavior and the satisfaction level towards western union service. The survey gave the researcher variety of suggestions to improve the western union service in Karaikudi town.

~ 47 ~

~ 48 ~