A

PROJECT REPORT
ON

“CUSTOMER SATISFACTION AT PAYTM,

JABALPUR”
Submitted in partial fulfillment of Degree of

MASTER OF BUSINESS ADMINISTRATION

RANI DURGAVATI VISHWAVIDYALAYA,

JABALPUR
Under the Supervision of
PROF. AMIT SHARMA

GLOBAL NATURE CARE SANGATHAN’S GROUP OF

INSTITUTIONS,JABALPUR

Submitted BY
Shivani Soni

MBA 4th SEMESTER

ROLLNO- 19125734 ENROLL. NO- R19026P7190115

SESSION: 2020-21
 ACKNOWLEDGEMENT
It was a great privilege for me to performing project in the topic
“Customer Satisfaction At Paytm, Jabalpur”.
The completion of this report would have been dream without
the help and co-operation of the respondent who gave me their
precious time and attention to me for the collection of information
needed for the report.
I am immensely grateful and deeply indebted to H.O.D. of the
Department of Business Administration of “Global Nature Care
Sangathan Group Of Institution, Jabalpur” for this moral support
and encouragement throughout the project work.
I would also like to thanks all the staff members of the college
for their kind co-operation and facilities throughout this project.
Shivani Soni
MBA 4th SEM
GLOBAL NATURE CARE SANGATHAN’S GROUP OF
INSTITUTIONS, JABALPUR

DEPARTMENT OF MANAGEMENT

STUDENT DECLARATION
I Shivani Soni (MBA 4th semester) hereby declare that the
Project Report entitled “Customer Satisfaction At Paytm,
Jabalpur” submitted in partial fulfillment of the requirement for the
degree of Masters of Business Administration to Rani Durgavati
Vishwavidyalaya, Jabalpur.
This is my Original work and that no part of this report has
been submitted for the award of any other Degree, Diploma,
Fellowship or other similar titles or prizes and that the work has not
been published in any journals or magazines.

Signature:

Name: Shivani Soni

ROLL NO: 19125734
EN. NO: R19026P7190115
Date:
GLOBAL NATURE CARE SANGATHAN’S GROUP OF
INSTITUTIONS, JABALPUR

DEPARTMENT OF MANAGEMENT

CERTIFICATE OF HOD
This is to certify that project report titled
“Customer Satisfaction At Paytm, Jabalpur” submitted by Shivani
Soni of MBA IV semester may be accepted towards partial
fulfillment of Masters of Business Administration with specialization
in Marketing.

Date: Dr. Shailendra Basedia

HOD
Faculty of Management
GNCSGI, Jabalpur
 TABLE OF CONTENTS

1 Company Profile 7

2 Objective of study 8

3 Theoretical Perspective 9

4 Research Methodology 10

5 Findings of study 21

6 Recommendations 22

7 Conclusion 23

8 Bibliography 24

2
 CUSTOMER
SATISFACTION AT
PAYTM, JABALPUR
 COMPANY PROFILE

Paytm is an acronym for “Pay Through Mobile.” Paytm was founded and incubated by One97
Communications in 2010 as a prepaid mobile recharge website. The company is headquartered in
Noida, India. It gradually started providing recharging and bill payment facility of various
portals including electricity bills as well as telephone bills. Today, Paytm is India’s largest
mobile commerce platform offering a full marketplace to consumers on its mobile apps. There
are over 25 million registered users. In a very short span of time, Paytm’s mobile wallet is being
used by more than 20 million users to pay for various services. Paytm is the consumer brand of
India’s leading mobile Internet Company One97 Communications. One97 investors include
SAIF Partners, SAP Ventures and Intel Capital.

In 2014, Paytm started the retail business in addition of their existing business of recharge. They
give users a platform to not only recharge prepaid mobiles & DTH recharge but also to shop
online same like Flipkart. Amazon and Snapdeal. Recharge facility gave them the edge over
other online retail sites. Their mission is “100 Million user product from India. This is one of the
greatest journeys we have undertaken. While we are focused on this mission, we are working
equally hard to be the most trusted mobile commerce brand in the country.”
 Objective of the study

1) To know the customer satisfaction at Paytm.

2) To Know Factor Affecting Of Customer Preference Towards Paytm.

3) To know customer awareness of Paytm

 THEORETICAL PERSPECTIVE
Service is defined as all economic activities whose output is not a physical product
and is generally consumed at the time it is produced and provides added value in
forms such as Convince, Comfort that are essentially intangible concerns. Services
are characterized by Intangibility, Heterogeneous, Perishable, and Inseparability.
There is a phenomenal growth of services and the firms need to be specialized in the
services offered to satisfy customers. This requires comprehensive strategies, which
can be carried through marketing strategies. This leads to the development of
"Service Marketing".

We term marketing as a function by which marketing plans, promotes and

deliver goods and services to the customers. In the marketing of services, the
providers are expected to satisfy the users. When a customer buys a service in the
service market, he buys the time, knowledge, and skills resource of the provider.
 RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research

problem. It may be understood as a science of studying how research is done
scientifically. The scope of research methodology is wider than that of research
methods. When we talk of research methodology we not only talk of research
methods but also consider the logic behind the methods we use in the context of
our research study and explain why we are using a particular method or technique.
RESEARCH DESIGN
“A research design is the arrangement of conditions for collection and
analysis of data in a manner that aims to combine relevance to the research purpose
with economy in procedure”.
Research design is the conceptual structure within which research is
conducted; it constitutes the blueprint for the collection, measurement and analysis
of data.

DATA COLLECTION METHOD

Secondary Data
Data was collected from books, magazines, web sites, going through the records
of the organization, etc. It is the data which has been collected by individual or
someone else for the purpose of other than those of our particular research study.
Or in other words we can say that secondary data is the data used previously for
the analysis and the results are undertaken for the next process.

6
 DATA ANALYSIS AND INTERPRETATION

AWARENESS LEVEL OF PAYTM

90

80

70

60

50

40

30

20

10

0
Yes No

Interpretation

83 % People are aware of Paytm.

 Paytm User in Jabalpur City

No
27%

Yes
73%

Interpretation

According to the online material 83% customers are using Paytm. Remaining use
other payment app.
 Reason for Preference of Paytm

Fast 3g
33% Good Network
36%

Affordable
Brand Name Price
21% 10%

Interpretation:

According to the graph (36%) prefer for Paytm because of Cash Less Payment,
(10%) said that because of Best offers (21%) customers opt for Paytm because of
its Brand name and (33%) customers had said they prefer for Fast Tag.
 Reason for limited users of Paytm

10%
25%
10%
A. Keypad user
B. 4 G set user
C. Ultra LTE
D. All the above

55%

Interpretation:

25% customers use the keypad mobile, 55 % has 4 G set, 10 % has Ultra Volt LTE
not support and remaining say all the above.
 Schemes And Promotion offered by Paytm

15%

40% A. Free Call

B. Free Data
C. Free Connection
D. Add On
35%

10%

Interpretation:
40 % people prefer All the above, 35 % prefer Free Gifts , 15 % people like
lucky draw and remaining 10 % like promocodes.
 Rate The Offers Given By Paytm

Poor Excellent
20% 11%

Good
Average 39%
30%

Interpretation:
(39 %) customer are agree with the offers given by Paytm, (30%) customers are
disagree and (20%) customers are strongly disagree with the offers.
 Problem Faced In Paytm

Regularly
5%

Rare
51% Offen
44%

Interpretation

(51%) customers had said that they face networks problem no schemes for old user
only and while (5%) customers had said that they face any problem in Paytm
failure transaction.
 Rate The Overall Paytm Services In Jabalpur

Poor
2%

Average Excellent
25% 29%

Good
44%

Interpretation:

(44%) customer rated that Paytm cellular services are good and 29% customers
rated excellent.
 Awareness for Paytm Kyc

15%

A. Yes
B No

85%

Interpretation

According to the analysis Paytm maximum people are not aware for provide KYC
for all users.
 3rd Party money transfer facilities

30%

A. Yes
B No

70%

Paytm maximum people are not aware also support 3rd Party money transfer
facilities.
 FINDINGS

 Maximum People are aware of Paytm services.

 According to the online material 83% customers are using Paytm.
Remaining use other payment app.
 According to the graph (36%) prefer for Paytm because of Cash Less
Payment, (10%) said that because of Best offers (21%) customers opt for
Paytm because of its Brand name and (33%) customers had said they prefer
for Fast Tag.
 25% customers use the keypad mobile, 55 % has 4 G set, 10 % has Ultra
Volt LTE not support and remaining say all the above.
 According to the analysis Paytm maximum people are not aware for provide
KYC for all users.
 Paytm maximum people are not aware also support 3rd Party money transfer
facilities.
 RECOMMENDATIONS

As per the suggestions given by the respondents-:

 Paytm need to probably going to put the messenger in the centre space. They
will also add features of all other social networks to be integrated, and some
more card-based infrastructure where you can share deals.
 Paytm need to provide camp for customers how to use paytm.
 Paytm need to announced its plans to venture into international markets.
 Paytm need to make heavy payment platform for high security.
 Paytm need to provide proper sms for all details customers.
 CONCLUSION

As we come to the end of this case, we understand the

importance of trust and people’s trust on you in business when
you take responsibility for them. The trust in the consumer
comes only with time. Any business or startup needs to have a
strong foundation of its core competency so that any business
you build on it, wont affect the central theme which makes it
and that is what Paytm is centering to be one successful firm in
near future.
 BIBLIOGRAPHY

Books
 Singh S.K . 1995 Marketing Management, Merath Publication
 Kothari C.R, 2002 Research Methodlogy. R.K. Publication

Internet
 http://www.paytm.com
 Organisation profile
 http://www.ecommerce.com