Page Numbers Charles

7/29/2019 Page Numbers Charles

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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


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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


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1.2 INDUSTRY PROFILE:

Western Union Financial Services, Inc. operators the worlds largestmoney-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


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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


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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 ofinvolvement 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


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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 branchoffices. 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.


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The advent of the machine sounded the death knell for informed Western Union

messengers. The singing telegram, introduced in 1933 by Western 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 embark 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 upward 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.


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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 financialservices, 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


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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 theWestern 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


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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 becharted by the growth of its agent network. The company had less than 20,000

agent locations during the early 1990s. by 1998, Western Unions money-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


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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.


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SENDING OPTIONSONLINE 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 inthe 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


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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.


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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


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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.


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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


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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.


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2.1 REVIEW OF THE LITERATUREThe 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
http://www.emeraldinsight.com/case_studies.htm/search.htm?ct=all&st1=Azaddin+Salem+Khalifa&fd1=aut&PHPSESSID=hhtrt4c2kacdtmfu2f1tc6n8s3http://www.emeraldinsight.com/case_studies.htm/search.htm?ct=all&st1=Azaddin+Salem+Khalifa&fd1=aut&PHPSESSID=hhtrt4c2kacdtmfu2f1tc6n8s3http://www.sciencedirect.com/science/article/pii/S0022435900000282http://www.sciencedirect.com/science/article/pii/S0022435900000282http://www.emeraldinsight.com/search.htm?ct=all&st1=Andy+Neely&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Andy+Neely&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Andy+Neely&fd1=authttp://www.sciencedirect.com/science/article/pii/S0022435900000282http://www.emeraldinsight.com/case_studies.htm/search.htm?ct=all&st1=Azaddin+Salem+Khalifa&fd1=aut&PHPSESSID=hhtrt4c2kacdtmfu2f1tc6n8s3


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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.


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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.


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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.


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TABLE-4.1.1

AGE COMPARISION OF RESPONDENTS

S.NO FACTORS NO.OF RESPONDENTS PERCENTAGE (%)

1 18-25 25 50

2 26-35 15 30

3 36-45 5 10

4 45 and above 5 10

Total 50 100

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

50%

30%

10%

10%

AGE COMPARISION OF RESPONDENTS

18-25

26-35

36-45

45 and above


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TABLE-4.1.2

GENDER WISE CLASSIFICATION OF RESPONDENTS


1 Male 23 46

2 Female 27 54

Total 50 100

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

Male Female

46

54

GENDER WISE CLASSIFICATION OF

RESPONDENTS


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TABLE-4.1.3

OCCUPATIONAL STATUS OF THE RESPONDENTS


1 Student 17 34

2 Governmentemployee

6 12

3 Private employee 23 46

4 Home maker 4 08

Total 50 100

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

0

10

20

30

40

50

Student Govt employee Private employee Home maker

OCCUPATIONAL STATUS OF THE

RESPONDENTS


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TABLE-4.1.4

FAMILY SIZE OF RESPONDENTS

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)1 2-4 37 74

2 5-7 11 22

3 8 and above 02 04

Total 50 100

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

0

10

20

30

40

50

60

70

80

2 to4 5 to 7 8 and above

FAMILY SIZE OF RESPONDENTS


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TABLE-4.1.5

INCOME LEVEL OF THE RESPONDENTS

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 BELOW RS.4000 7 14

2 RS.4000-8000 12 24

3 RS.8000-12000 13 26

4 ABOVE RS.12000 18 36

TOTAL 50 100

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

0 5 10 15 20 25 30 35 40

BELOW RS.4000

RS.4000-8000

RS.8000-12000

ABOVE RS.12000

INCOME LEVEL OF THE RESPONDENTS


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TABLE-4.1.6

MARITAL STATUS OF RESPONDENTS

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Married 14 28

2 Un married 36 72

Total 50 100

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

Married

28%

Un married72%

MARITAL STATUS OF RESPONDENTS


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TABLE-4.1.7

EDUCATIONAL LEVEL OF RESPONDENTS

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE (%)

1 Schooleducation

3 6

2 Undergraduation

6 12

3 Postgraduation

37 74

4 others 4 8

Total 50 100

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

6%

12%

74%

8%

EDUCATIONAL LEVEL OF RESPONDENTS

School education

Under graduation

Post graduation

others


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TABLE-4.1.8

RESPONDENTSS FAMILY MEMBERS LIVING IN FOREIGN

COUNTRY

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Yes 50 100

2 No 0 0

Total 50 100

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

0

20

40

60

80

100

120

Yes No

RESPONDENTSS FAMILY MEMBERS LIVING INFOREIGN COUNTRY


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TABLE-4.1.9

RESPONDENTS FAMILY MEMBERS LIVING COUNTRY

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE (%)

1 America 8 16

2 Singapore 19 38

3 Malaysia 9 18

4 Gulf countries 6 12

5 Others 8 16

Total 50 100

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

16%

38%18%

12%

16%

RESPONDENTS FAMILY MEMBERS LIVING

COUNTRY

America

Singapore

Malaysia

Gulf countries

Others


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TABLE-4.1.10

NUMBER OF RESPONDENTS USING MONEY TRANSFER SERVICE

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Yes 50 100

2 No 0 0

Total 50 100

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

Yes No

100

0

NUMBER OF RESPONDENTS USING MONEY

TRANSFER SERVICE


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TABLE-4.1.11

NUMBER OF YEARS USING WESTERN UNION MONEY TRANSFER

SERVICE BY RESPONDENTS

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Below 1 year 16 32

2 1-3years 22 44

3 3-5years 6 12

4 Above 5 years 6 12

Total 50 100

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

32

44

12 12

0

10

20

30

40

50

Below 1 year 1-3years 3-5years Above 5 years

NUMBER OF YEARS USING WESTERN UNION

MONEY TRANSFERSERVICE BY RESPONDENTS


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~ 33 ~

TABLE-4.1.12

THE WAY OF KNOWING ABOUT WESTERN UNION

MONEY TRANSFER

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Advertisement 22 44

2 Friends 15 30

3 Neighbors 9 18

4 Others 4 8

Total 50 100

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

44

30

18

8

THE WAY OF KNOWING ABOUT WESTERN

UNION MONEY TRANSFER


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~ 34 ~

TABLE-4.1.13

RESPONDENTS MONEY TRANSACTIONS PER YEAR

S.NO FACTORS NO.OF RESPONDENTS PERCENTAGE

(%)

1 Below 3 15 30

2 3 to 6 14 28

3 6 to 9 14 28

4 Above 9 7 14Total 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

30%

28%

28%

14%

RESPONDENTS MONEY TRANSACTIONS

PER YEAR

Below 3

3 to 6

6 to 9

Above 9


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~ 35 ~

TABLE-4.1.14

WAY OF USING WESTERN UNION SERVICE

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)1 Agency 17 34

2 Bank 22 44

3 Post office 10 20

4 Others 2 2

Total 50 100

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

Agency

Bank

Post office

Others

34

44

20

2

WAY OF USING WESTERN UNION SERVICE


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~ 36 ~

TABLE-4.1.15

REASON FOR SELECT THE WESTERN UNION SERVICE


(%)

1 Fastwithdrawn

19 38

2 Safety 24 48

3 Availability 7 14

Total 50 100

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

0

10

20

30

40

50

60

Fast withdrawn Safety Availability

REASON FOR SELECT THE WESTERN UNION

SERVICE


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~ 37 ~

TABLE 4.1.16

SPECIAL PURPOSE FOR SELECT THE WESTERN UNION SERVICE


(%)

1 No cost 8 16

2 Time saving 37 74

3 Belief 5 10

Total 50 100

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

No cost, 16

Time saving, 74

Belief, 10

0 10 20 30 40 50 60 70 80

SPECIAL PURPOSE FOR SELECT THE WESTERN

UNION SERVICE


38/48

~ 38 ~

TABLE-4.1.17

DOCUMENTARY PROCEDURE OF WESTERN UNION SERVICE


(%)

1 Easy 28 56

2 Difficult 5 10

3 Normal 17 34

Total 50 100

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

56

10

34

Easy Difficult Normal

DOCUMENTARY PROCEDURE OF WESTERN

UNION SERVICE


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~ 39 ~

TABLE-4.1.18

COMPARE WITH DIFFIRENT MODES WESTERN UNION

PROVIDE BEST SERVICE

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Agency 20 40

2 Bank 21 42

3 Post office 8 16

4 Others 1 2

Total 50 100

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

40%

42%

16%

2%

COMPARE WITH DIFFIRENT MODES WESTERN

UNION PROVIDE BEST SERVICE

Agency

Bank

Post office

Others


40/48

~ 40 ~

TABLE-4.1.19

NUMBER OF RESPONDENTS HAVE SEEN THE ADVERTISEMENT

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Yes 50 100

2 No 0 0Total 50 100

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

0

20

40

60

80

100

120

Yes No

NUMBER OF RESPONDENTS HAVE SEEN THE

ADVERTISEMENT


41/48

~ 41 ~

TABLE-4.1.20

ATTRACTIVE ADVERTISEMENT COMPARE WITH

DIFFERENT MEDIAS

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Television 17 34

2 Newspaper 15 30

3 Wall painting 29 58

4 Others 1 2

Total 50 100

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

Television

Newspaper

Wall painting

Others

34

30

58

2

ATTRACTIVE ADVERTISEMENT COMPARE WITH

DIFFERENT MEDIAS


42/48

~ 42 ~

TABLE-4.1.21

RESPONDENTS SATISFACTION LEVEL OF WESTERN

UNION SERVICE

S.NO FACTORS NO.OF

RESPONDENTS

PERCENTAGE

(%)

1 Highlysatisfaction

16 32

2 Satisfaction 25 50

3 Neutral 3 6

4 Better 6 12

5 Not 0 0

Total 50 100

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

32

50

6

12

0

Highly

satisfaction

Satisfaction Neutral Better Not

RESPONDENTS SATISFACTION LEVEL OF

WESTERN UNION SERVICE


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~ 43 ~

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 ofthe 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 family members are

living in various foreign countries. But maximum 38% of them living in the

country of Singapore.


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~ 44 ~

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,


45/48

~ 45 ~

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.


46/48

~ 46 ~

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 providingfacilities 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.


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~ 47 ~

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.


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