( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH

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CUSTOMER SATISFACTION AND PROBLEMS ENCOUNTERED BY PLASTIC CARD HOLDERS : A REVIEW BASED STUDY

    1 Author(s):  NIMRAT KAUR

Vol -  10, Issue- 2 ,         Page(s) : 154 - 165  (2019 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

Plastic cards play an important role and a step forward towards inclusive growth. It leads to economic development of the disadvantaged. It is also considered to be a one of the good business opportunity for the banking institutions of the country, thus helps in penetrating into unbanked areas and earning profits. This is a plan of the Reserve Bank of India and its main objective is to bring people into the parameters of banking which were prior excluded from the ambit of financial institutions. The Reserve Bank has taken initiatives to develop plastic money as the leading source of payments and withdrawal. The Committee, under the supervision of Chairmanship of Dr. K.C. Chakrabarty, is helping FIs to formulate good sustainable plans for banking services which will focus on affordable and easily adaptable services for the excluded disadvantaged citizens of India towards plastic money. With the progress of the Indian economy, especially when the focus is on the achievement of sustainable development. Though introduction of banking technologies brought a change in the urban society, a majority of the rural population is still unaware of these changes and is excluded from plastic money advantages. It was considered important to initiate financial literacy among the people, Reserve Bank started several programs with the help of different commercial banks of India. Deployment of ATMs by different financial institution have been a step forward towards inclusive growth. Now a days plastic money play a key role in interactions with the world. The services they provide helps users to communicate with their bank. Rather than being a necessary cost of doing business, plastic money can be viewed as a means of enhancing customer satisfaction and a potential source of reaching the masses. In the current economic environment, however, some banks have been reluctant to make the investment necessary to refresh their networks.

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