Paper Details

Name: Nitika Bhandari, Namrata Khairah & Suman Nayyar
Country: India

Year: 2025
Volume: Volume-12, Issue-2 (July-December)
Page Number: 154-162
DOI: https://doi.org/10.5281/zenodo.17432425

ABSTRACT:
In the rapidly evolving global economy, the Indian banking sector has experienced a major
transformation driven by technology and digital innovation. Modern banking products and
services especially credit cards and plastic money have become essential tools for financial
convenience, contributing significantly to economic growth and customer empowerment. The
Indian banking industry is currently navigating challenges such as reduced interest spreads,
high competition, and the constant emergence of new financial technologies. In this
environment, understanding customer attitudes and satisfaction toward credit cards has
become vital. This study focuses on evaluating the awareness, usage, and satisfaction levels
of credit cardholders, particularly analysing how technology has influenced banking
behaviour in India. The research highlights both the benefits and challenges of credit card
usage. Data was collected from selected bank customers through structured questionnaires
and interviews. Statistical tools were employed to assess variables such as frequency of card
use, authentication experiences, and overall satisfaction. Findings suggest that while credit
cards have increased financial inclusion and convenience, customer awareness and
responsible usage remain key factors for maximising their benefits. The study emphasises the
need for banks to continuously innovate and educate customers to ensure security,
satisfaction, and loyalty. In conclusion, credit cards play a crucial role in promoting cashless
transactions and financial modernisation in India. Strengthening customer trust, improving
service quality, and addressing system inefficiencies can further enhance the success of
digital banking initiatives.
Keywords: Customer Relationship Management, Customer Loyalty, CRM Implementation