SBI has given minimum business target of more than Rs.l, 00,000 compared to ICICI.

The results of Chi-square analysis indicate that the Chi-square value is insignificant and infers
that the minimum business target given by the bank is not significant.

The banks process of transaction is difficult. But the difficulty is rather high in ICICI as
majority of the respondents experienced difficulty through EDC machine transactions. The ICICI
should liberalize EDC machine transactions. The results of Chi-square analysis indicate that the
Chi-square value is significant at 1 per cent level and infers that the respondents of ICICI and
SBI experiencing difficulty through EDC machine transactions is very significant.

It is concluded that it is ideal to issue monthly transaction bills like SBI for payment. The
results of Chi-square analysis indicate that the Chi-square value is significant at I per cent level
and infeils that the respondents of the respondents of both ICICI and SBI that the frequency of
getting transaction statement is monthly is very significant.

The chi-square value is significant at I per cent level and it can be inferred that there is
significant in making enquiry on phone to get some clarification from the merchant service
division between ICICI and SBI is very significant.

Majority of the respondents of SBI (22 %) extremely satisfied regarding service charge as
well less number of respondents in SIN compared to ICICI opined neither satisfied or dissatisfied
and dissatisfied. Hence the respondents' satisfaction regarding service charge is higher in SBI
than ICICI. The Chi-square value is insignificant and hence it can be inferred that there is
difference in Satisfaction regarding service charge between ICICI and SRI.

312
SUGGESTIONS

1.By and large, around 53 per cent of the respondents opined that ICIC1 charges
above 3 per cent on service charge.-The rate of service charge seems to be high.
Hence service charges should be reduced.

2.Around 53.3 per cent of the respondents opined that the annual fee charged by the
IC1C1 bank on credit card is high and hence annual fee should be lowered.

3.Around 78 per cent of the respondents do not have awareness on schemes of

ICICI bank and hence the schemes are made available to all the respondents.

4.Moreover 87 per cent of the respondents experienced difficulty with ICIC1 credit
card transactions. Hence transactions should be made easy

5.More than 69 per cent of the Merchant respondents opined that the discount rate
charged by the ICICI bank is high and hence it must be reduced.

6.By and large, 55.3 per cent of the respondents opined that obtaining credit card
from SB1 is very difficult.

7.Above all, the service charge of SBI is very high and 96 per cent of the
respondents recommend that the service charge should be below 2 per cent.

8.Around 77 per cent of the respondents opined that the annual fee charged by the
SBI bank on credit card is high. Hence it must be reduced.

9.Around 62 per cent of the respondents do not have awareness on schemes of SB1
bank. Hence all the schemes of SBI are made available to all the respondents.

10.By and large, 57 per cent of the merchant respondents experienced difficulty
through EDC machine transaction. Hence transactions must be made very easy.

313
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161.White, M. L (1998). Why don't more households file for bankruptcy? Journal of
Law, Economics, and Organization, 14(2), 205-231,

162.William W. Lang, Loretta J. Mester and Todd A. Vermilyca (2008) Competitive

effects of Basel 11 on US bank credit card lending, J. Finan. Intermediation 17
(2008) 478-508

163.Yirrgjiu Li and Xinwen Zhang (2005) Securing credit card transactions with one-
time payment scheme Electronic Commerce Research and Applications 4 (2005)
413-426.

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 PhD QUESTIONNAIRE FOR

ICICI BANK CREDIT CARD HOLDER

A). Information about the credit cards;

1. How did you come to know of ICICI Bank cards?

A).Press advertisements

B).T.V. advertisement
C).Outdoor advertisement.
D).Friends
E).ICICI Bank staff
F).In company personnel
G).ICICI bank sales association
H). Direct mail
I), Business contact
J). Others specify.

2. What promoted to you to obtain a credit card?

A). Convenience.
13). Security

C).Status symbol
D),Insurance cover
E).Free credit up to 50 days
F).Emergency needs
G).Others has it

H).Friends told me
1).Sales person told me
J).Out of compulsion
K).Others, specify.

32
7
3. What was the time taken by ICICI bank to issue a credit card from the date of
submitting the application?

A). Less than 15 days

b).15 to 30 days c).30
to 45 days D).More
than 45 days.

4. In your opinion, the time was taken.,

A).Too much

B).Just right
C).Fast action

5. What are the cards you have?

A).Dinner's card

B).SBI bank proffered card

C).$131 bank classic

D).Others specifies.

6. In your opinion obtaining credit card from ICICI bank is;

A).Extremely difficult

B).Very difficult
C).Not so difficult
D).Easy very

7. Are aware of the credit limit on your ICICI bank classic cards?
A).Yes

B).No
If your answer is NO please skip Q. nos. 9 & 10

8. If yes, what is your current credit limit?

My current credit limit is Rs on

328
9. How do you rate the adequacy of the credit limit sanctioned?
A).More than sufficient
B).Sufficient

C).Less than sufficient.

10.If you feel the credit limit sanctioned to you is less than sufficient please specify
the limit you require?

The limit requires is Rs ---------

11.How do you rate the adequacy of emergency cash advance limit sanctioned to
you?

A).More than sufficient

B).Sufficient

C).Less than sufficient.

12.If you feel the emergency cash advance limit sanctioned to you is less than
sufficient specify the limit you require?

The limit required is Rs

13.What is the annual fee charged by ICICI bank?

The annual fee is Rs

14. What is your view on the annual fee?

A).High
B)Just right

C).Low.

15. If you feel the annual fee is high what the appropriate fee you recommend
is
The annual fee recommended is Rs ---------------

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16.Are you aware of the rate of services charges?
A).Yes
B).No
If your answer is NO please skip Q nos. 17 & 18

17.If yes, what is the rate of service charge applied by ICIC1 bank?

Service charge rate is-----------------------------

18.If you feel the service charge is high what is the rate you recommended?

The recommended rate is--------

19.How often .do you use the credit card?

A).Many times a week
B).Once a week

C).Once in fortnight
D).Once a month
E).Once in a quarter
F).Once in a half year
G).Once in a year

20.What is your estimated average monthly purchase on credit cards?

Rs ----------
- - - - - - - - - - -

21.How do you rate IC1CI bank card in terms of acceptance?

A),Very good
B).Good
C).Bad
D).Very bad
22.For what purposes did you use the credit card in the last three months?
A).Hotels

B).Restaurants
C).Holidaying
D).Textiles showrooms

E).General stores
F).Airlines

G).Railways
H).Jewellery shops

I).Health services
J).Autornobile shops cash advance
K),Insurance
L).Shares and securities
M).Gifts stores
N).Others specifies.

23.How frequently do you receive your bills?

A).Once a month
B).Once in two months
C).Quarterly
D).Hal f yearly
E).Annually.

24.Do you receive the bills with enough time left for making payment before due
date?

A).Yes
B).No

25.How often you experienced wrong billings?

A).0ften

B). Seldom

33
1
26.Row satisfied are you with the response of ICICI bank employees to your
telephone queries?

A).Extremely satisfied
B).Satisfied
C).Neither satisfied nor dissatisfied
D).Dissatisfied
E).Extremely dissatisfied

27.How satisfied are you with the responses of ICICI bank employees to you mail
queries?
A).Extremely satisfied
B).Satisfied
C)3 either satisfied nor dissatisfied
D).Dissatisfied
E).Extremely dissatisfied

28.Are you aware of the dial a draft a scheme of ICICI bank?

A).Yes

B).No
If NO skip Q. no. 30.

29.If yes, how satisfied is you with the scheme?

A).Extremely satisfied

B).Satisfied
C).Neither satisfied nor dissatisfied
D).Dissatisfied
E).Extremely dissatisfied

30.Are aware of the -----------------scheme of ICICI bank?

A).Yes

B).No
If NO skip Q. no. 32.

332.
31.If yes, how satisfied is you with the scheme?
A).Extremely satisfied
13).Satisfied
C).Neither satisfied nor dissatisfied
D).Dissatisfied
E).Extremely dissatisfied

32.Overall, how satisfied are you with ICICI bank classic card?
A).Extremely satisfied

B).Satisfied
C).Neither satisfied nor dissatisfied
D).Dissatisfied
E).Extremely dissatisfied

33.Did you experience any difficulty in credit card transactions?

A).Yes

B).No
If yes, please narrate;

34.Please offer your specific suggestions to serve you in a better way by ICICI
bank.

b). personal information;

1.Name:

2.Age:

A).less than 25 yrs

B).25 -35 yrs.

C).35 45yrs.
D).More than 45 yrs.

333
3.Education:
A).Graduate
B). Post- graduate
C).Others specifies.

4.Occupation:
A).Self employed
B).Salaried

C).Others, specify

5.Annual income:
A).Less than Rs.50, 000
14).R.s 50,000- Rs. 100000
C).Rs 1. 00 to 2.00 lakhs
!)).Rs. 2.00 to 5.00 lakhs
Fi).More than Rs. 5.00 lakhs.

334
 PhD -QUESTIONNAIRE FOR

ICICI BANKS MERCHANT ESTABLISHMENT.

1) How did you come to know of ICICI Bank Credit Card EDC machine?
A). Press Advertisement

B).T.V. Advertisement
C). Outdoor Advertisement
D). Other Merchants
E). Friends
F). Direct mail
G). ICICI Bank staff
I-1). Others specifies.

2) How did you become the Merchant Establishment of ICICI Bank?

A)Voluntarily
B)Other MEs introduced
C)Bank staff
D)Others specify

3) Conditions imposed by ICICI Bank in enrolling you as ME?

A)Very stringent
B)Stringent
C)Easy
D)Very easy

4) What is the floor limit sanctioned to you by ICICI Bank?

5) How much time does it take to get the authorization?

A)Instantaneous
B)Less than 30 seconds
C)30 -60 seconds
335
 D) 1-5 minutes
E) More than 5 minutes

6) In your opinion the time taken was?

A)Too much
B)Just right
C)Fast action

7) How much time it will take for settlement?

A).One day
13).Less than 3 days
C).Less than 7 days
D).More than 7days

8) In your opinion the time taken was?

A).Too much
B)..lust right
C).Fast action

9) What is the discount rate charged by ICICI bank?

Discount rate is

10) In your opinion the discount rate is?

A).Very high
B).High
C).Just right
D).Low

11) If you feel the discount rate is high or very high what is your recommended
rate?

My recommended rate

336