Banks play a central role in the economy of any country. They hold the public, provide a means of payments for goods and services and help financial development of business and trade. Thus banks act as an intermediary in the flow of funds from savers to users. To perform these functions securely and effectively banks must command the confidence of the public and those with whom they do business modern commercial banks besides performing the main functions viz.., accepting deposits and lending money cover a wide range of financial and non- financial services to meet the growing needs of the community.

The changes after liberalization and globalization process initiated since 1991, in India have had a profound signification impact on the financial systems particularly on the banking industry. The fast pace of changes have radically and perceptibly transformed the operational environment of the banking sector. It is rightly said that change is the only constant factor in a bid to develop sound and efficient banking system in India on par with international banking standards and practices.

According to Prof. Sayers, "A bank is an institution whose debts are widely accepted in settlement of other people's debts to each other." In this definition Sayers has emphasized the transactions from debts which are raised by a financial institution.

According to the Indian Banking Companies Act 1949, "A banking company means any company which transacts the business of banking. Banking means accepting for the purpose of lending investment of deposits of money from the public, payable on demand or other wise and withdrawal by cheque, draft or otherwise." Today‘s banking is virtual banking. It denotes the provision of banking and other related services through the extensive use of information Technology, without direct access to the bank by customers. A virtual banking service includes ATM’s, Electronic Fund Transfer at Point of Sale (EFTPOS), Smart Card Stored value cards and Phone Banking. Thus the practice of banking has undergone a significant transformation due to the adoption of E-Banking.

PLASTIC MONEY:

Plastic Money is the alternative to the cash or the standard Money. Plastic money is the generic term for all types of bank cards credit cards, debit cards, smart cards etc. Cards services have evolved into a safe and secure manner to purchase goods and services. The internet has given credit card users additional purchasing power. Banks have options like cash back rewards, savings plans and other incentives to entice people to use their cards. Debit cards allow people the convenience of cards without the worry of racking up debt. The convenience, security and reward offer by credit and debit cards keep shoppers using their cards as opposed to cash.

STATEMENT OF THE PROBLEM:

Banking in India is now seen as a commercial business, where in customers are given the opportunities to choose a particular bank to satisfy their needs. Each bank is striving hard to attract the customers in its stride. This is now a matter of competitive necessity, as banks which offer common products and services attract the customers, by reducing the procedural formalities, promising speedy delivery, customization in service delivery, opening more branches, providing core banking facilities and e-transferring. Online banking allows people access all of their account through a secure bank created website. Depending on the services chosen, a customer may simply be able to view the day to day activity of every account they have with the bank. Another convenient service is that, it lets people transfer funds either between accounts or from electronic transactions. In order to meet the new challenges, the banking industry has to adopt modern technology techniques.

In modern days a plastic money service is of greater utility to the society in all ways and means. Its gives benefits to the customer and it creates competition among bankers. As the use of Plastic Money is increasing day-by-day, it is important to study the customer preference towards use of Plastic Money in Sivakasi.

REVIEW OF LITERATURE:

Anoushka Sharma, Syed Fazal Karim and Vipul Jain (2015)¹, “An Evaluation of Consumer Perception and Attitude towards the Usage of Plastic Money in India”, the study has clearly highlighted the advantage of instant transaction as one of the major factors favoring the use of plastic money over real money by the population today. It has already been highlighted by the study of existing literature that convenience of not carrying cash and ease of transaction is one of the major psychologically influencing factors that encourage the use of plastic money instead of real money. Additionally, the results of the study have also stressed upon the convenience and ease of use while paying or shopping by plastic money. The saving of time and the fact that the plastic money seems to be more portable also seems to further the cause of a possible change in the scenario of money usage in the economy.

Dr. Jaideo Lanjewar (2015)², “Changing Attitude of Customers towards Plastic Money”, More transactions take place in plastic money then paper notes because paper money is are more risky than plastic money. People can enjoy benefits of credit period. It is also observed that there are frauds in plastic money some of them can be solved and some of them cannot be solved. Consumers prefer these cards mostly for online shopping. At last it is concluded that plastic money has a very bright future in the coming years because of the increasing trend of e-commerce.

Afshan Ahmed, Ayesha Amanullah and Madiha Hamid (2009)³, “Consumer Perception and Attitude towards Credit Card Usage: A Study of Pakistani Consumers”, Recommendations From the analysis, it is evident how the customer preferences vary from one age group to another. Therefore, it is recommended that product development should be based on the information taken from the market, which otherwise leads to issues like product evolution in a wayward direction such as the intricate concept of co-branding that is being introduced by a majority of banks. Similarly reward schemes that do not result in an increased usage of the product are futile. Redemption of reward points is also a complex process. It seems that the customers hardly benefit from them.

Anisha Bisht et al (2015)⁴, “Analysis of the use of plastic money: A boon or a bane”, the research showed that majority of consumers used and preferred to use plastic money in one form or the other over paper money. Most of the consumers preferred using Debit card over Credit card and they use it for buying apparels, paying electricity bills/phone bills and online transactions. Many of them feel that the use of Debit card is more beneficial than Credit card because of their cash back policy, control over spending and security. Moreover respondents are satisfied with the services provided by the company and hence have been in possession of the card for over 3 years. Majority of them use it for online transactions as they feel secure transacting online but completely avoid it when they have to take part in investment activities. Consumers also strongly agree to the fact that the basic problems involving plastic money is the fear among consumers of losing card and high unnecessary formalities. As a safety measure many consumers recommend the use of Security Pin and digital signatures to reduce the misuse of plastic money. Hence in totality it is found that use of Debit card is the most beneficial to the consumers and the future of plastic money is bright.

Nirmala. R and Sonu (2015)⁵, “Analysis of the Use of Plastic Money”, the study has clearly highlighted the advantage of instant transaction as one of the major factors favoring the use of plastic money over real money by the population today. It has already been highlighted by the study that convenience of not carrying cash and ease of transaction is one of the major psychologically influencing factors that encourage the use of plastic money instead of real money. Additionally, the results of the study have also stressed upon the convenience and ease of use while paying or shopping by plastic money. The saving of time and the fact that the plastic money seems to be more portable also seems to further the cause of a possible change in the scenario of money usage in the economy. On the other hand, Security comes forward as a major cause for concern for the population using plastic money. Therefore, it is easy to conclude that the population is ready as ever to use plastic money at a greater level due to its high levels of ease and convenience.

Nigar Sultana and Md. Mahedi Hasan (2016)⁶, “Investigating the Consumers' Perception towards Usage of Plastic Money in Bangladesh: An Application of Confirmatory Factor Analysis”, Based on the findings of the exploratory factor analysis and confirmatory factor analysis from the responses of the respondents, it can be said that the perception regarding usage of plastic money is broadly persuaded by 3 factors, namely, influential factors, beneficial factors, and the problems of using plastic money. The findings suggested that the use of plastic money has got both pros and cons. The users are thinking that using of plastic money is prestigious and it adds value to their lifestyle. Moreover, it is the secure way of transactions to purchase some specific products, plastic money has got preference subject to its better usability, and payment through cards is convenient over cash payment. But still there are some hindrances that people are facing while using plastic money in Bangladesh, like, high interest rate, technological non availability etc. that need to be taken care of to get the full benefits of plastic money.

Athena Joy (2015)⁷, “A Study on Customers’ Perception towards Credit Cards”, the growth of credit card culture in India has been predominant in the last few years. Not only credit cards but also other innovative products like charge cards, debit cards etc are catching up fast. Now days the present generation is using credit cards for their daily needs –instead of using cash- due to the reason it is easy to handle, zero interest rate for a certain period and the global acceptance of credit card everywhere. The increased use of credit cards increases the purchasing and spending behavior of customers and would create a positive impact on the growth of business.

Syed Ali Raza and Prof. Muhammad Memon (2016)⁸, “Analysis the Use of Plastic Money in Hyderabad City, Sindh Province”, Keeping in mind the changing technology replacing the traditional concept of paying not through cash but by plastic money (credit and debit cards), this research was undertaken to study the awareness and use of plastic money among the consumers. The present paper makes an attempt to understand the consumer preferences and attitude towards the use of plastic money. The paper is an exploratory-cum-descriptive research that is primarily based on the data collected from 200 respondents from Hyderabad city and duly investigates the acceptability of the cards among the consumers and the factors affecting it. It was found that consumers prefer plastic money over paper money and the major benefit that the card provides to the customers is the convenience and accessibility. The major problem according to them is the increased transactional costs and unnecessary formalities to procure the cards from the financial institutions. They felt that the future of plastic money is bright and according to them, the next thing to come via technology would be the use of digital signatures.

SCOPE OF THE STUDY:

The study covers only Sivakasi area only. The study concentrates on different types of Plastic Money. It concentrates more on Debit Card, Credit Cards, master card. The project covers the impact of plastic money and the increasing usage of Plastic money in Sivakasi.

OBJECTIVES OF THE STUDY:

The present study is undertaken with the following objectives.

· To present the innovations in banking sector.

· To analyse the socio, economic and demographic profile of respondents.

· To identify the attitude of customers towards Plastic Money services in Sivakasi.

· To find out satisfaction level of card holders.

· To know their problems towards plastic money.

· To offer the suitable suggestions based on the findings of the study.

HYPOTHESES OF THE STUDY:

The following hypotheses are framed by the researcher for the present study.

· There is no association between the occupation and number of withdrawals.

· There is no association between salary and the usages of credit limit in Credit Card.

SAMPLING DESIGN:

A study of this nature requires the selection of customers from banks. Convenient sampling technique has been adopted. Four banks namely SBI, IOB, ICICI and TMB selected in Sivakasi according to the convenience of researcher. Debit card holders are more in number then credit card holders. Thus, researcher selected 100 respondents of debit card holders and 20 respondents of credit card holders.

METHODOLOGY:

Sources of data:

The researcher has used both primary and secondary data for the present study. The information collected from the customers survey constitute primary data and the information gathered from books, journals, magazines, reports and websites form part of secondary data.

Primary Data:

A Well-structured questionnaire was prepared and distributed to the customers of banks in Sivakasi town at the ATM terminals and Banks to collect information about customers.

Secondary Data:

The secondary information sources used for the present research include the standard books, journals and magazines such as IJM, RBI Bulleting and also include websites of banks.

RESULTS AND DISCUSSION:

Table 1 Gender-wise Classification

Gender	No. of Debit Card Respondents	%	No. Of Credit card Respondents	%
Male	58	58	13	65
Female	42	42	7	35
Total	100	100	20	100

Source: Primary Data

Out of 100 respondents, 58 per cent of the respondents are male and the remaining 42 per cent of the respondents are female.

In Credit Card holders out of 20 respondents, 65 per cent of the respondents are male and the remaining 35 per cent of the respondents are female

Gender-wise classification of the study shows that a large portion of the card holders are male, which constitutes 58% for debit card users and 65% in users of credit card users.

Table 2 Age-wise Classification

Age	No. of Debit Card Respondents	%	No. of Credit Card Respondents	%
Below 30 Years	50	50	7	35
30 to 40 Years	25	25	9	45
41to 50 Years	17	17	3	15
Above 50 Years	8	8	1	5
Total	100	100	20	100

Source: Primary Data

Out of the debit card holders, 50 per cent of the respondents are below 30 years, 25 per cent of the respondents are in the age of 30-40 years, 17 per cent of the respondents are in the age of 41-50 years and the remaining 8per cent of the respondents are above 50 years.

In Credit Card holders out of 20 respondents, 45 per cent of the respondents are in the age of 30 to 40 years, 35 per cent of the respondents are in the age of below 30 years, 15 per cent of the respondents are in the age of 41-50 years and the remaining 5per cent of the respondents are above 50 years.

It reveals that debit card is the most popular one for those aged below 30 years and the credit card is the most popular one among the 30 to 40 years aged respondents.

Table 3. Educational Status

Particulars	No. of Debit Card Respondents	%	No. of Credit Card Respondents	%
SSLC level -	10	10	-	-
Higher Secondary level	16	16	-	-
Diploma	7	7	1	5
Undergraduate	38	38	7	35
Postgraduate	17	17	10	50
Any other	12	12	2	10
Total	100	100	20	100

Source: Primary Data

In debit card holders out of 100 respondents 10 per cent of the respondents have studied up to SSLC, 16 per cent of the respondents have studied up to Higher Secondary level, 7 per cent of the respondents have studied up to Diploma, 38 per cent of the respondents have studied up to Undergraduate, 17 per cent of the respondents have studied up to Postgraduate and the remaining 12 per cent of the respondents are under Any other.

In credit card holders out of 20 respondents 5 per cent of the respondents have Diploma, 35 per cent of the respondents have studied up to Undergraduate, 50 per cent of the respondents have studied up to Postgraduate and the remaining 10 per cent of the respondents are under any other.

Majority of the respondents studied undergraduate and Post graduate in respect of both debit and credit card holders, constituting 38% and 35% respectively.

Table 4 Details of Occupation

Particulars	No. of Debit Card Respondents	%	No. of Credit Card Respondents	%
Businessmen	8	8	3	15
Employee in Government	20	20	3	15
Employee in Private Sector	57	57	9	45
Professionals	10	10	5	25
Students	5	5	-	-
Total	100	100	20	100

Source: Primary Data

Out of 100 debit card respondents 57 per cent of the respondents are private employees, 10 per cent of the respondents are professionals, 8 per cent of the respondents are businessman and 20 per cent of the respondents are government employees. and the remaining 5 per cent of the respondents are students.

Out of 20 credit card respondents 45 per cent of the respondents are private employees, 25 per cent of the respondents are professionals, 15 per cent of the respondents are businessman and the remaining 15 per cent of the respondents are government employees.

Of the various classes of users, private employees occupy a major share of 64.21% and 45% in utilizing debit cards and credit cards respectively.

Table 5 Monthly Income of the family

Particulars	No. of Debit Card Respondents	%	No. of Credit Card Respondents	%
Less than Rs.20,000	65	65	1	5
Rs.20,001 to 25,000	12	12	3	15
Rs.25,001 to 30,000	11	11	5	25
More than Rs.30,000	12	12	111	55
Total	100	100	20	100

Source: Primary Data

This analysis brought out that, among debit card holders 65 per cent of respondents had the income of less than Rs.20000, 12per cent of respondents had the income of Rs.20000 to Rs.25000, 11 per cent of respondents had the income of Rs.25001 to Rs.30000, and the remaining 12 per cent of respondents had the income more than Rs.30000.

Out of 20 credit card holders, 5 per cent of respondents had the income of less than Rs. 20000, 15 per cent of respondents had the income of Rs.20000 to Rs.25000, 25 per cent of respondents had the income of Rs.25001 to Rs.30000, and the remaining 55 per cent of respondents had the income more than Rs.30000.

Income-wise analysis shows that, in debit card holders 65% of them have Rs.20,000 as their family income and out of 36 credit card holders 55% have more than Rs. 30,000 as the family income.

Table 6 Preference of Banks

Particulars	No. of Respondents	Percentage
Public Bank	63	63
Private Bank	37	37
Total	100	100

Source: Primary Data

The above Table 6 shows that out of 100 respondents, 63 respondents (63%) are preferred Public Banks, 37 respondents (37%) are preferred Private Banks.

It is concluded that the majority of the 63 respondents are preferred Public Banks.

Table 7 Types of Account

Particulars	No. of Debit Card Respondents	%	No. of Credit Card Respondents	%
Savings a/c	57	57	11	55
Current a/c	33	33	4	20
Recurring Deposit a/c	3	3	1	5
Fixed Deposit a/c	7	7	4	20
Total	100	100	20	100

Source: Primary Data

In the total of 100 debit card holders, 57per cent of the responses indicate Savings Bank Account, 33 per cent of the responses indicate Current Account, 3per cent of the responses indicate Recurring Deposit Account and the remaining 7per cent of the responses indicate fixed deposit account.

In credit card holders, 55 per cent of them indicate savings bank account, 20 per cent of the responses indicate Current Account, 5per cent of the responses indicate Recurring Deposit Account and the remaining 20 per cent of the responses indicate fixed deposit account.

Savings account is the most popular form of account having operated by 57% of the debit card holders and 55% of the credit card holders.

Table 8 Reasons for opening Bank account

Particulars	No. of Debit Card Respondents	%	No. of Credit Card Respondents	%
Saving purpose	54	54	8	40
Business Purpose	27	27	10	50
Earn interest	3	3	1	5
Safety purpose	11	11	1	5
Loan repayment	4	4	-	-
Any other specify	1	1	-	-
Total	100	100	20	100

Source: Primary Data

In the total of 100 debit card holders, 54 per cent of the respondents told that reason for opening Bank account for Saving purpose, 27 per cent of the respondents told that reason for opening Bank account for told that reason for Business Purpose, 3per cent of the respondents reasons for opening Bank account for Earning interest, 11 per cent of the respondents told that reason for opening Bank account for Safety purpose, 4 per cent of the respondents told that reason for opening Bank account for Loan repayment and the remaining 1 per cent of the respondents told that reason for opening Bank account for Any other.

In credit card holders, 40per cent of the respondents told that reason for opening Bank account for Saving purpose, 50 per cent of the respondents told that reason for opening Bank account for Business Purpose, 5per cent of the respondents told that reason for opening Bank account for Earning interest and the remaining 5 per cent of the respondents told that reason for opening Bank account for Safety purpose.

Majority of the (54%) debit card respondents told that reason for opening Bank account for Saving purpose, and the majority of the (40%) of the credit card respondents told that reason for opening Bank account for Saving purpose.

Table 9 Duration of Holding Debit Card

Particulars	No. of Respondent	Percentage
Below 1 year	36	36
1 year to 2 years	36	36
3 years to 4 years	22	22
More than 4 years	32	32
Total	100	100

Source: Primary Data

It is obvious that 36% of the respondents held the cards for below one year, 36% of the respondents held the cards for 1 year to 2 years, 22% of the respondents held the cards for 3 years to 4 years, and the remaining 32% of the respondents held the cards more than 4 years.

Majority of the respondents (36%) hold the debit cards for the period of below one year and1 year to 2 years.

Table 10 Types of Debit Card

Particulars	No. Of Respondents	Percentage
Visa card	67	67
Master card	32	32
Maestro card	1	1
Total	100	100

Source: Primary Data

The bank offer different kinds of debit cards. Out of 100 respondents, 67 per cent of the respondents are using Visa Card, 32per cent of the respondents are using Master Card, and the remaining 1 per cent of the respondents are using Maestro Card.

Majority of the respondents (67%) are having a visa card.

Table 11 Sources of Awareness about Debit Card

Particulars	No. of respondent	Percentage
Newspaper	5	5
TV	3	3
Banker	32	32
Friends	30	30
Relative	25	25
Any other specify	5	5
Total	100	100

Source: Primary Data

Out of 100 respondents, 32 per cent of the respondents have known through the banker, 30 per cent of the respondents have known through the friends, 25 per cent of the respondents have known through the relatives, 5 per cent of the respondents have known through the newspaper, 3 per cent of the respondents have known through the T.V, and the balance 5 per cent of the respondents have known through the any other.

Banker is the major source of providing information about debit card as indicated by 32% of the respondents.

Table 12 Influencing Factors for using Debit Card

Particulars	I	II	III	IV	V	VI
24X7 days service	36	25	16	16	17	3
Get money at different places	20	21	25	14	16	4
Avoid dealing with hot cash	31	19	16	21	12	1
No necessary to visit the bank directly	6	14	19	31	28	2
Quick withdrawal	19	19	22	15	20	5
Prestige	1	1	2	3	7	86

Source: Primary Data

Table 13 Weighted Arithmetic Mean for Factors of using Debit Card

Particulars	I	II	III	IV	V	TOTAL	W A M	R A N K
24X7 days service	36	25	16	16	17	3	4.12	II
Get money at different places	20	21	25	14	16	4	4.03	III
Avoid dealing with hot cash	31	19	16	21	12	1	4.33	I
No necessary to visit the bank directly	6	14	19	31	28	2	3.33	V
Quick withdrawal	19	19	22	15	20	5	3.87	IV
Prestige	1	1	2	3	7	86	1.28	VI

Source: Computed Data

To find out the weighted arithmetic mean, the following points were given

Very good - 5 points; Good - 4 points;

Moderate - 3 points; Poor - 2 points;

Very poor - 1 point.

Table 13 shows the Garrett scores and average scores. The average scores are ranked according to their value. The first rank is given to “Avoid dealing with hot cash” and the last rank given to “Prestige”. Most of the respondents prefer Avoid dealing with hot cash.

Table 14 Usage of Card in a Week

Particulars	No. of Respondent	Percentage
Below 3 times	78	78
3 to 5 times	16	16
More than 5 times	6	6
Total	100	100

Source: Primary data

The researcher has further analysed about the usage pattern of the card during a week. It is apparent from the findings that 78 per cent of the respondents use their Debit cards below 2 times, 16 per cent of the respondents use their Debit cards 3 to 5 times and the remaining 6 per cent of the respondents use their Debit cards for more than 5 times in a week.

Majority of the respondents (78%) are using their Debit cards below 2 times.

Table 14 Amount of Withdrawals in a Month

Particulars	No. of Respondent	Percentage
Up to Rs.10,000	13	13
Rs.10.001 to 20,000	73	73
Rs.20,001 to 30,000	12	12
Above Rs.30,000	2	2
Total	100	100

Source: Primary data

The survey indicated that 13 per cent of the respondents have withdrawn up to Rs.10,000, 73 per cent of the respondents have withdrawn Rs.10,001 to 20,000, 12 per cent of the respondents have withdrawn Rs.20,001 to 30,000 , and 2 per cent of the respondents have withdrawn more than Rs.30,000 per month.

Majority of the respondents (73%) are withdrawn Rs.10,001 to 20,000 by using debit card per month by the cardholders.

Table 15 Service used at ATM centre

Particulars	No. of Respondent	Percentage
Withdrawal	79	79
Balance enquiry	11	11
Mini statement	5	5
Fund transfer	3	3
Pin change	2	2
Total	100	100

Source: Primary Data

In total, 100 responses are received for this enquiry. It is highlighted that 79per cent of the responses indicate withdrawal purpose, 11 per cent of the responses indicate Balance enquiry services, 3 per cent of the responses indicate fund transfer services, 5 cent of the responses indicate mini statement services and the remaining 2 percent of the responses indicate pin changes.

Withdrawal service is widely used. It accounts for a very high proportion of 79% of the responses.

Table 16 Usage of Other Bank ATMs

Particulars	Respondent	Percentage
Yes	79	79
No	21	21
Total	100

Source: Primary Data

Out of 100 respondents, 79 per cent of the customers use other bank ATM for the purpose of withdrawal and 21 per cent of them only use their own bank ATMs only.

Normally 79% of the respondents use other bank ATM centres.

Table 17 Reasons for Using Other Bank ATM

Particulars	No .of Respondents	Percentage
Nearer place	83	83
No other way	5	5
Easy Accessing	12	12
Total	100	100

Source: Primary Data .

It is found that 83per cent of the respondents used other bank ATM because of nearest location, 12 per cent of the respondents used other bank ATM because of easy accessing and the remaining 5 per cent of the respondents used other bank ATM because of no other way.

Nearby location is the major influencing factor for 83% of the respondents to use other bank ATMs.

Table 18 Location of the ATM Centre

Particulars	No. of Respondent	Percentage
Convenient	87	87
Not convenient	13	13
Total	100	100

Source: Primary Data

Out of 100 respondents, 87 per cent of the respondents felt that the location of the ATM centre is convenient for them and the remaining 13 per cent of the respondents are of the view that the location of the ATM centre is not convenient for them.

Most of 87 per cent of the respondents felt that the location of the ATM centre is convenient.

Table 19 Other Uses of Debit Card

Particulars	No. of Respondent	Percentage
Purchase Goods	10	25
Avail Service	6	15
Both	24	60
Total	40	100

Source: Primary Data

The researcher has made an in depth analysis about the other uses of debit card. Out of 40 respondents, 25 % of the respondents used debit cards to purchase Goods, 15 % of the respondents used debit cards to avail services and the remaining 24% of the respondents indicate both of them.

Majority of the respondents (60%) use debit cards both to purchase goods and avail services.

Table 20 Types of Products Purchased through Debit Card

Particulars	No. of respondent	Percentage
Dress material	11	42.31
Jewelleries	5	19.36
Consumer durable	3	11.54
Consumer non – durables	5	19.36
Auto parts	2	7.69
Total	26	100

Source: Primary Data

In total 26 respondents, it has brought out that 42.31 per cent of the respondents indicate dress material, 19.36 per cent of the respondents indicate jewelries, 11.54 per cent of the respondents indicate consumer durables, 19.36 per cent of the respondents indicate consumer non-durables and the remaining 7.69 per cent of the responses concern with auto parts.

Dress materials are purchased mostly by using debit card as referred by 42.31% of the responses.

Table 21 Types of Services Availed Through Debit Cards

Particulars	No. of respondent	Percentage
Rail/Air ticket booking	15	42.86
Hospital expenses	5	14.29
Leisure and Entertainment	1	2.86
Share market services	2	5.71
E – payment for utility services	12	34.28
Total	35	100

Source: Primary Data

A total of 35 respondents received of them, 42.86 per cent of the responses indicate rail/air ticket booking, 14.29 per cent of the responses indicate hospital expenses, 2.86 per cent of the responses indicate leisure and entertainment facilities, 5.71 per cent of the responses indicate share market services, and the remaining 34.28 per cent of the responses indicate e-payment for utility services.

Rail/Air ticket booking, is the mostly used service, by the debit card users, as supported by 42.86% of the responses.

Satisfaction level of Debit Card holders

The researcher has gathered the information regarding the opinion of the respondents about the satisfaction level of debit card holders by applying analysis of variance method. An analysis is made and its results are presented in Table 22.

Table 22 Satisfaction Level of Debit card Holders

Particulars	HS	S	N	D	HDS	Total
Cash withdrawal facility	42	57	1	0	0	100
Convenient Payment	16	62	17	5	0	100
No hidden charges	19	36	18	24	0	100
Acceptance	11	17	62	10	0	100
Security	28	41	30	1	0	100
Speedy transaction	66	28	4	2	0	100

Source: Primary Data

The above table 22 is stated that majority of the respondents (57%) are satisfied by the debit card while in the use of cash withdrawal, the majority of the respondents (62%) are satisfied by the debit card while in the use of Convenient Payment, the majority of the respondents (36%) are satisfied by the debit card while in the use of No hidden charges, the that majority of the respondents (62%) are neutral by the debit card while in the use of Acceptance, , the that majority of the respondents (41%) are satisfied by the debit card while in the use of High level security, the that majority of the respondents (66%) are highly satisfied by the debit card while in the use of Transaction speed in faster than cheque.

Table 23 Difficulty in the Usage of ATM

Particulars	No. of Respondents	Percentage
Difficulty	17	17
No Difficulty	83	83
Total	100	100

Source: Primary Data

This analysis has brought out 83 per cent of the respondents have faced with difficulty while using ATM. But at the same time 17per cent of the interviewees haven‘t faced any difficulty in the usage of ATMs.

Of the total 100 respondents, 83% of them have not faced any difficulty in the usage of ATM.

Table 24 Nature of Difficulties

Particulars	No. of Respondents	Percentage
Lack of money in ATM	8	47.06
Card held inside the machine	3	17.65
Misuse of Card	4	36.53
Damage of Card	2	11.76
Total	17	100

Source: Primary Data

It is obvious that 47.06 per cent of respondents have faced the problem of lack of money in ATM, 17.65 per cent of respondents have faced the problem of Card held inside the machine, 36.53 per cent of respondents have faced the problem of Misuse of Card and the remaining 11.76 per cent of the respondents faced the problem of Damage of Card.

Lack of money in ATM is the major concern and difficulty for 47.06% of the respondents.

Table 25 Reporting of Problems

Particulars	No. of Respondent	Percentage
Yes	13	76.47
No	4	36.53
Total	17	100

Source: Primary Data

It is known that 76.47 percent of the respondents have reported the problem and the remaining 36.53 percent of the respondents have not reported the problem.

Of the respondents, sustaining difficulties, 76.47% of them have reported problems to the concerned authorities.

Table 26 Approachment of various Authorities

Particulars	No. of Respondent	Percentage
Bank Manager	7	53.85
Bank staff	4	30.77
Head Office	2	15.38
Total	13	100

Source: Primary Data

The survey indicated that 53.85 per cent of the respondents have made complaint to the bank manager, 30.77 per cent of the respondents have made complaint to the Bank staff and the remaining 15.38percent of the respondents have made complaint to the Head office.

An average 47.85% of the respondents have reported the ATM problem to the Bank Manager.

Table 27 Further improvement of Debit Card Services

Particulars	I	II	III	IV	V	Total
Different denominations	31	9	36	21	16	100
Install more ATM machines	36	16	16	32	13	100
Increase the maximum amount that can be withdrawn in a day	34	34	15	12	5	100
Increase the number of transactions per month	10	31	34	13	12	100
More spacious room	2	10	12	22	54	100
Total	100	100	100	100	100

Source: Primary Data

Table 28 shows that, weighted arithmetic mean of opinions about the further improvement of debit card services, the first rank is given to increase the maximum amount that can be withdrawn in a day, the second rank is given to different denominations, third rank given to the increase the number of transactions per month, fourth rank given to the install more ATM machine and the fifth rank given to the more spacious room.

Table 29 Type of credit card

Particulars	No. of Respondent	Percentage
Premium Card	7	35
Gold Card	4	20
Silver Card	3	15
Low Interest Rate Card	3	15
Business Card	2	10
Kisan Card	1	5
Total	20	100

Source: Primary data

Attitude of users towards credit card services

It is clear that out of 20 respondents, 35 per cent of the respondents have premium credit card, 20 per cent of the respondents have Gold credit card, 15 per cent of the respondents have low interest credit card, 15 per cent of the respondents have silver credit card, 10 per cent - of the respondents have business credit card and the remaining 5 per cent of the card holders have the Kisan credit card.

Majority of the respondents (35%) have a premium credit card.

Table 30 Duration of Holding Credit Card

Particulars	Respondent	Percentage
Below 1 year	5	25
1 year to 2 years	10	50
3 years to 4 years	3	15
More than 4 years	2	10
Total	20	100

Source: Primary Data

It is obvious that 25 percent of the respondents held the cards for below one year, 50percent of the respondents held the cards for 1 year to 2 years, 15 percent of the respondents held the cards for 3 years to 4 years and the remaining 10 percent of the respondents held the cards for than 4 years.

Majority of the respondents (50%) hold the credit cards for the period of 1 year to 2 years.

Table 31 Credit limit allowed by bank

Particulars	No. of Respondent	Percentage
Up to Rs.15,000	7	35
Rs.15,001 to 50,000	9	45
Rs.50,001 to 1.00,000	3	15
Above Rs.1,00,000	1	5
Total	20	100

Source: Primary data

The survey indicated that 35 per cent of the respondents have credit limit up to Rs.15,000, 45per cent of the respondents have credit limit Rs15,001 to 50,000, 15 per cent of the respondents have credit limit Rs.50,001 to 1,00,000, and the remaining 8.70 per cent of the respondents have credit limit above Rs.1,00,000 per month.

Table 32 Credit Limit Used

Particulars	No. of Respondents	Percentage
Below 25%	8	40
25% - 50%	8	40
50% -75%	3	15
75% - 100%	1	5
Total	20	100

Source: Primary Data

The analysis makes it clear that out of 20 respondents, 40 per cent of the respondents have utilized below 25%, 40 per cent of the respondents have utilized between 25% and 50%, 15 per cent of the respondents have utilized from 50% to 75% and the remaining 5 per cent of the respondents have utilized between 75% and 100% of the credit limit allowed to them.

Below 25%-50% is the credit limit mostly utilized by 40 per cent of the credit cardholders.

Majority of the respondents (45%) are withdrawn Rs.15,001 to Rs. 50,000 by using credit limit allowed by bank for cardholders.

Table 33 Place of Utilization of Credit Card

Particulars	No. of Respondent	Percentage
Local	15	75
Outstations	5	25
Total	20	100

Source: Primary Data

Out of 20 respondents 75 per cent of the respondents utilized the credit cards mostly in local and the remaining 25 per cent of the respondents utilized the card in outstation.

A high proportion (75%) of the respondents utilized their card mostly at the local.

Satisfaction level of Credit Cardholders

The researcher has gathered the information regarding the opinion of the respondents about the satisfaction level of credit card holders by applying analysis of variance method. An analysis is made and its results are presented in Table 34.

Table 34 satisfaction level of credit card holders

Particulars	HS	S	N	DS	HDS	Total
Acceptability	15	7	1	0	0	20
Amount of credit limit	8	13	1	1	0	20
Interest charged	1	6	6	8	2	20
Prevention against unauthorised	1	7	14	1	0	20
Delivery of bill statement	6	15	1	1	0	20
Proper security measure	3	6	12	1	1	20

Source: Primary Data

The above table is stated that majority (62.22%) of the users get satisfaction of credit card towards acceptability, the majority (56.52%) of the users get satisfaction of credit card towards amount of credit limit, the majority (34.78%) of the users get dissatisfied of credit card towards interest charged, the majority (60.87%) of the users get neutral of credit card towards prevention against unauthorized withdrawals, , the majority (65.22%) of the users get satisfaction of credit card towards delivery of bill statement, the majority (52.17%) of the users get neutral of credit card towards Proper security measures.

Table 35 Opinion on Interest Rate

Particulars	No. of Respondent	Percentage
Satisfied	8	40
Dissatisfied	12	60
Total	20	100

Source: Primary Data

It is clear that out of 20 respondents, 8 respondents are satisfied with the interest rate, whereas 12 respondents are not satisfied with the interest rate.

Majority of the respondents (60%) have stated that the interest rate is high.

Table 36 Acceptance of Credit Card

Particulars	No. of Respondent	Percentage
Yes	6	30
No	14	70
Total	20	100

Source: Primary Data

It is clear that out of 20 respondents, 6 respondents told that the credit cards are accepted in all places whereas 14 respondents said that it is not accepted in all places.

Majority of the respondents (70%) have stated that the credit card is not accepted in all places.

Table 37 Using of Credit Card to Withdraw Money at ATM

Particulars	No. of Respondent	Percentage
Yes	11	55
No	9	45
Total	20	100

Source: Primary Data

The researcher has made an analysis about the usage of credit card at ATM. It is known that out of 20 respondents, 55per cent respondents have used their credit card at the ATM centres and the other 45 per cent respondents have not used at the ATM centres.

An average 55% of the respondents have used their credit card at the ATM centres to withdraw money.

Table 38 Monthly Statements

Particulars	No. of Respondent	Percentage
Yes	19	95
No	1	5
Total	20	100

Source: Primary Data

It is obvious that 19 respondents have received the monthly statement regularly and the remaining one respondent has not received the monthly statement regularly.

Almost all credit card holders receive monthly statement regularly from the bankers.

Table 39 Difficulties Faced in Using Credit Card

Particulars	No. of Respondent	Percentage
Yes	7	35
No	13	65
Total	20	100

Source: Primary Data

It is found that out of 20 customers, 35 per cent have faced difficulties while using credit card and the remaining 65 per cent customers have not faced any difficulty.

During usage of credit cards, 65% of the respondents are not faced difficulties.

Table 40 Type of Problems Faced

Particulars	No. of Respondent	%
Unnecessarily Purchase	2	28.57
Technical problem	1	14.29
Non-acceptance by all merchants	4	57.14
Total	7	100

Source: Primary Data

It is apparent that 57.14 per cent of the respondents faced the problem of non- acceptance by all merchants, 28.57 per cent of the respondents faced the problem of unnecessary purchase and the remaining 14.29 per cent of the respondents faced the problem of technical problem.

Non-acceptance by all merchants is the foremost problem faced by a majority (57.14%) of the respondents while using credit cards.

Table 42 Reporting of Technical Problems

Particulars	No. of Respondent	Percentage
Yes	6	30
No	14	70
Total	20	100

Source: Primary Data

It is known that 30 per cent of the respondents have reported the problem and the remaining 70 per cent of the respondents have not reported the problem.

Majority (70%) of the respondents have not reported the technical problems to the concerned authorities.

Table 43 Approachment of various Authorities

Particulars	No. of Respondent	Percentage
Bank Manager	1	16.67
Bank Staff	2	33.33
Head Office	1	16.67
Security officer	2	33.33
Total	6	100

Source: Primary Data

The survey indicated that 16.67 per cent of the respondents have made complaint to the bank manager, 16.67 per cent of the respondents have made complaint to the head office, 33.33 per cent of the respondents have made complaint to the Security officer and the remaining 33.33 per cent of the respondents have made complaint to the of the respondents reported the problem to the bank staff.

An average 33.33% of the respondents have reported their problem to the Bank Manager and Security officer.

Testing of Hypothesis – Application of Chi-Square Test

H 1: “There is no relationship between occupation and number of withdrawals”.

Table 44 Chi-Square Test

Occupation		Number of withdrawals
Occupation		Below 3 times	3-5 times	Above 5 times	Total
Business-man	Count	6	2	0	8
Business-man	Expected	6.91	.5	.59	8
Govt. employee	Count	18	1	1	20
Govt. employee	Expected	17.26	1.27	1.47	20
Pvt. employee	Count	50	3	4	57
Pvt. employee	Expected	49.2	3.6	4.2	57
Pro-fessionals	Count	8	0	2	10
Pro-fessionals	Expected	8.63	.63	.74	10
Students	Count	3	1	1	5
Students	Expected	2.3	1.3	1.4	5
Total		85	7	8	100

Source: Computed Data (SPSS Output)

Test 45 Chi-Square Test Result

	Value	Df	Asymp. Sig. (2sided)
Pearson chi-square	12.59	6	.016
Likelihood Ratio	15.46	6	.009
Linear-by-Linear Association	3.624	1	.057
N of Valid cases	100

Source: SPSS Output

From the Table 45 it is found that the significant value of the chi-square value of 12.59 for the 6 degrees of freedom is 0.016 which is less than 0.05. Hence the null hypothesis is not accepted and it is concluded that there is a relationship between occupation and number of withdrawals.

Salary Level		Number of withdrawals
Salary Level		Below 25%	25% to 50%	50% to 75%	75% to 100%	Total
Less than Rs.20000	Count	0	1	0	0	1
Less than Rs.20000	Expected	0.45	0.25	0.15	0.15	1
Rs.20001 to Rs.25000	Count	1	0	0	1	2
Rs.20001 to Rs.25000	Expected	0.90	0.50	0.30	0.30	2
Rs.25001 to Rs.30000	Count	2	2	2	0	6
Rs.25001 to Rs.30000	Expected	2.70	1.50	0.90	0.90	6
More than Rs.30000	Count	6	2	1	2	11
More than Rs.30000	Expected	4.95	2.75	1.65	1.65	11
Total		9	5	3	3	20

	Value	Df	Asymp. Sig. (2sided)
Pearson chi-square	16.83	9	.047
Likelihood Ratio	19.92	9	.096
Linear-by-Linear Association	5.624	1	.840
N of Valid cases	100