VISA INC

FOUNDATIONS OF BUSINESS
ANALYSIS
CASE STUDY – VISA INC
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EXECUTIVE SUMMARY
Visa Inc. is one of the world’s largest retail electronic payments chains of network and it is one
of the most reputable global financial services firm. It enables world commerce via the transfer
of value and information among businesses, clients, lending institutions and government
departments.
Most of customers using the credit cards have been experiencing fraud on their cards. The called
for research on how the frauds occur? Is it online or offline? The study involved if this occurs to
both males and females? Is this credit card fraud across the age-groups? The satisfaction these
cards offer to customers and if the resolution team is effective?
The analysis of variance was used to test the hypothesis. The study was carried out at 95% level
of significance with alpha 0.05. Most of the factors being tested were important in the cub the
credit card fraud. Gender case fraud occurred in both males and females. The age-group was also
influenced across the youths to old. The customer satisfaction rating was most influenced by type
of advice given by the resolution team.
Credit card customer should be really advised on the loopholes through which the frauds occur.
Public awareness of different types of credit card frauds should be done. These will improve
them and lower their chances of being fraud.
The study didn’t address ways in which the fraud they occurred. Future studies should address
ways in which the fraud occurs if online how did they do it. Was it thus suspicious emails
addresses? Billing address or shipping address?

Introduction
Visa Inc. is one of the most popular firms that allow transaction of small business. This gives
them a platform to transact for businesses, customers and other financial institutions. It allows
them to do transaction for enterprises, in doing so they face challenges such as credit card fraud.
The online fraud is an issue of concern that requires to be addressed. Visa Inc seeks knowledge
on its security measures and customers concern to credit card fraud. In order to improve
customers’ loyalty and trust the company needs to understand the source of online fraud and how
to counter it.
Objectives of the study
1. To determine number of fraud experienced in different genders.
2. To determine if age affects credit card’s fraud
3. To determine average time to resolve a credit’s card fraud.
4. To determine number of occurrence of a card fraud.
5. To determine occurrence of online and offline fraud.
Research design
Data on customer experience on personal fraud was collected. The sampling technique used to
sample from the population was simple random sampling. A total of 2000 customers were
selected. In the selected sample which consisted of 2000 customers, 420 responded. The
questionnaires were sent via email and mobile phone. The respondents’ ethic was upheld since
the personal information was not detailed. The research made use of survey method to obtain
descriptive and analytical data, (Perry & Perry, 2014).
Hypothesis
In the study the following hypothesis were tested
1. Do the number of credit card fraud experienced across gender
H0: Credit card fraud is affected by gender
H1: Credit card fraud is not affected by gender
2. Customers fraud resolution team experience is satisfying
Hypothesis;
H0: Customers fraud resolution team is satisfying

H1: Customer fraud resolution team is not satisfying
3. Do credit card fraud differ across age groups
Hypothesis;
H0: Card fraud differs across age groups.
H1: Card fraud does not differ across age groups.
4. Is the average time used in resolving a credit card fraud equal to 12 hours
Hypothesis;
H0: The mean time used in resolving a card fraud is 12 hours
H1: The mean time used in resolving a card fraud is not 12 hours
5. How likely is an online or offline fraud to occur
Hypothesis;
H0: an online or offline card fraud occur in 12hours
H1: an online or offline card fraud doesn’t occur in 12 hours
6. Do response time, level of communication and level of advice affects customer
satisfaction on fraud resolution
Hypothesis;
H0: Response time, level of communication and advice affects customer satisfaction
H1: Response time, level of communication and advice does not affect customer
satisfaction
Statistical analysis
The study used analysis of variance (ANOVA) and test of hypothesis in data analysis. The p-
value in the analysis of variance and comparing it with the level of significance helped in