A

Project Report
On

The impact of consumer preference on “Amazon Pay

Later” facility

Submitted to
Xavier Business School,
St. Xavier’s University, Kolkata
As partial fulfillment of the requirements for the
MBA Degree
March 2022
Under the Guidance of
Prof. Dr. Mourlin K, SJ

Submitted by:
Rijula Ghosh
CIN: 20-001-05-01-0029

Xavier Business School, St. Xavier’s University, Kolkata

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 DECLARATION BY THE STUDENT

I hereby declare that this project report titled “The impact of consumer preference on

Amazon Pay Later facility” has been submitted by me as partial fulfillment of the
requirement for an MBA, under the guidance of Prof. Dr. Mourlin K, SJ. For this
Dissertation, I have consulted my guide more than seven times.

This is the result of the original work carried out by me. This report has not been submitted
anywhere else to award any other degree/diploma.

Rijula Ghosh
Date:

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 CERTIFICATE BY THE GUIDE

This is to certify that Rijula Ghosh, CIN: 20-001-05-01-0029, has carried out this project
titled “The impact of consumer preference on Amazon Pay Later facility” as
partial fulfillment of the requirement for an MBA under my guidance. While working on this
project, the student consulted me more than seven times, and I am satisfied with how he used
my guidance.

It is also certified that the report presented embodies the student's original work.

Prof. Dr. Mourlin K, SJ.

Date:

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 ACKNOWLEDGEMENT
I would like to express my deep and sincere gratitude to my research Guide Prof. Dr.
Mourlin K, SJ, for providing invaluable guidance throughout the study. Her Dynamism,
vision, sincerity, and motivation have deeply inspired me. Furthermore, she has taught me the
methodology to carry out the research and present the research works as clearly as possible. It
was a great privilege and honor to work and study under her guidance.
I am extremely grateful to my parents for their love, blessing, and sacrificing and preparing
me for the future. I also express my thanks to all the Professors who have been a constant
support to me throughout this research project. Also, I express my gratitude to my friends for
their support.
Finally, I would like to thank every respondent to my questionnaire who devoted their time
and helped complete the thesis; without them, the analysis and conclusion would not have
been possible.

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 Table of Content

EXECUTIVE SUMMARY……………………………………………………...Page 6-7

INTRODUCTION……………………………………………………………….Page 8

LITERATURE RIVIEW………………………………………………………...Page 11-15

1. Research Gap……………………………………………………………….....Page 14

OBJECTIVE………………………………………………………...…..……….Page 15

ABOUT ONLINE SHOPPING………………………………………………….Page 16-17

ABOUT BUY NOW PAY LATER……………………………………………...Page 18-27

RESEARCH METHODOLOGY………………………………………..……….Page 28

DATA ANALYSIS………………………………………………………………Page 29-37

LIMITATIONS OF THE STUDY……………….…………………………..…..Page 38

CONCLUSION…………………………………………………………..………Page 39-40

REFERENCE…………………………………………………………………….Page 41

ANNEXURE…………………………………………………………..…………Page 42-44

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 EXECUTIVE SUMMARY
In the past few decade, the shopping pattern of the customers has taken a shift. Nowadays,
customers prefer to shop online rather than going out for traditional shopping. Firstly, with
the help of different websites and researches that were previously conducted the process of
online shopping, consumer behavior towards different online payment methods main EMI
option on online payment were understood. Secondly, introduction and understanding the
Buy Now Pay Later concept from a customer’s as well from retailers’ perspective has done
and after that benefits and importance of customer satisfaction and loyalty on the concept of
Buy Now Pay Later were taken into consideration. Thirdly, the most popular and used online
shopping platform Amazon with their new payment option Amazon Pay Later was taken into
consideration where detailed analysis of the service, it’s benefits, drawbacks and also impact
on customer satisfaction were also determined and examined. The main objective of the study
was to understand consumer behavior towards Amazon Pay Later facility, in terms of how
this new payment method satisfy customer needs and serve them better transaction
experience in e-retail industry.
The study of this research is to understand the satisfaction of the customers and their loyalty
towards Amazon Pay Later service and the reason of their shift from other traditional online
payment method to no interest Amazon Pay Later and the various reasons or factors
associated with this shift. In this study, different age groups of customers who shops online
were approached to conduct an explanatory and descriptive research.
Data was collected using questionnaire, where the different factors for choosing Amazon Pay
Later and the satisfaction of the customers on the factors were collected and various analysis
tool was used. Through the findings, it was seen that the respondents preferred to shift from
other online methods to Pay Later service for certain factors which they take into
consideration. Further, through the study it was also understood the level of satisfaction that
the respondents had on the different factors. It was also deduced from the study the most
important factors which the respondents take into consideration while choosing Amazon Pay
Later. Through the study it was understood that the frequency of purchasing online increased
as compared to the past year, irrespective of the gender of the respondents and also
respondents are more from young generation so to them Amazon Pay Later service is much
more acceptable. From the findings it has seen that though maximum respondents already
aware of the service but they did not avail the service by their own. Young generation usually
make transaction in cashless methods and they are more into buying trending things so for

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them Amazon Pay Later service by using credit cards enhance their purchase decision as they
do not need to pay anything while buying. It was also deduced from the study what are the
product/services that the respondents usually prefer to purchase online and the reason why
they prefer to purchase the same. From the respondents also we have seen the pros and cons
of the service which help to understand the advantages as well the gap of the service in terms
of customer perspective. The level of satisfaction of the different factors influencing the Pay
Later service of the respondents depicts that there are scopes of improvement for the online
payment methods in terms of their clear ethical policies, service and customer experience.
Also the overall study helped to examine and understand how customers’ satisfaction on
online payment method lies in terms of security of their personal information, refund policy,
and other ethical policies.

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 INTRODUCTION
Background of the study-
In today's world, everything is becoming digital, and one of the best examples of this is the
trend toward a cashless society in numerous countries throughout the world. A cashless
society is one in which all transactions are carried out digitally rather than in currency. There
are countries in the globe where more than half of all transactions are conducted without the
use of currency.
Online purchasing has evolved dramatically over the years. With the "Buy Now, Pay Later"
approach, anything can be purchased online, whether it is a modest value order, groceries, or
electronic commerce. Let's see how this method of purchasing has changed the way people
shop online.
People's shopping habits have dramatically evolved during the past few years. While some
consumers still prefer to pay with cash, there are many others who use electronic payment
methods such as credit cards, debit cards, and net banking to complete their transactions. An
important shift in internet buying has occurred recently, thanks to the "Buy Now, Pay Later"
concept, which has become increasingly popular among a younger demographic. Here, we'll
go into greater depth about this phenomenon.
In addition to books, music, movies, housewares, gadgets, and toys, Amazon.com also acts as
a middleman between other shops and Amazon.com's millions of customers, all through the
medium of the Internet. "Cloud computing" refers to the practice of renting data storage and
computer capacity via the Internet. In 2012, Amazon.com data centers handled 1% of all
Internet traffic in North America.

Overview of Amazon Pay Later

Because Amazon is a for-profit company, it is unable to extend credit to its customers.
CapFloat Financial Services Private Limited, a non-banking financial institution, has spread
out the credit office. You can use this office to pay the entire purchase sum in one month at
no additional cost or pay in three to twelve installments. You'll have to pay interest on your
EMIs.
With your credit card, you already have this option. For up to 45 days, you can borrow
money without paying interest. If you already have a Mastercard, I don't see any benefit to
this office unless Amazon gives exclusive arrangements or the office is presented at a cheap
interest rate. As long as you have an Amazon account, you can use Amazon Pay to make

8
payments on third-party shipper websites and services. While Amazon Pay Later is the best
way to get speedy credit for Amazon.in purchases made using EMI. Using this office does
not necessitate the use of a credit card. Not everyone has access to a credit card, and some of
us may be forced to make purchases based on a sliding scale. If you're a buyer in this
category, this office can help.
Since it was created for the Amazon environment, this version of Amazon Pay Later has
undergone various changes, including a new name and logo. Go to Amazon Pay after signing
in to use it. On this web page, you should be able to sign up for Amazon Pay Later help. E-
KYC (Know Your Customer) process is fast and straightforward for the people who have
completed the KYC interaction for their Amazon Pay accounts, but those who haven't can
still use it by transferring digital copies of their documents and verifying their PAN, Aadhaar,
and phone number data. Your Amazon Pay Balance can be used as a payment method on
many third-party websites and services. Essentially, the process is the same as making a
payment on Amazon. The most important requirement is that the site or application accepts
Amazon Pay as a reliable payment method. Your Amazon account email address and secret
key are the only things you'll need to enter. The biggest problem with this help is that the
payment option doesn't work well on a number of levels. There are still a few places and
applications that accept this kind of payment, particularly in India, where it is becoming more
widely accepted.

How does it work

To use Amazon Pay Later, you must first register with Amazon. The checkout page has a link
to a payment page that you can select once you've registered. The following month, you
might choose to pay in bulk for the items or services you've ordered. Your payment will not
be subject to interest. Your payment might be converted into an EMI.
Amazon Pay Later's Buy Now Pay Later platform does not charge any interest for customers
who use it. You will, however, be charged interest if you utilize the EMI option for a period
of 3 to 12 months, which will be clearly displayed on your dashboard when you select the
choice.
If your cart is worth between Rs 3000 and Rs 30000, you'll have three months to pay it back.
A six-month lock-in period is permitted for values between Rs6000 and Rs60000. From
Rs9000 onwards, a 9-12 month term is permitted.

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This service has a maximum credit limit of Rs600,000. A customer's eligibility and spending
habits affect the maximum amount that can be borrowed.

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 LITERATURE REVIEW

Priyanka Appu Shetty (2019) “A STUDY ON ONLINE PAYMENT APPLICATIONS IN

INDIA WITH REFERENCE TO AMAZON PAY”, this paper was on analysing different
online payment methods and analyse the advantages a customer can get from those online
payment application in India. The main objective of the study was to find out the importance
of Amazon Pay within the customers and understanding how helpful this method is to it’s
customers. Study talked about custom satisfaction when using online payment applications as
today’s era online shopping is going to be hustle free with their easy online payment services
but the customers are really secure and satisfied with those process? To find out the answer of
that particular question the survey was made.

From the analysis of findings of this study, it has been seen that Amazon Pay is not popular
or familiar in rural areas and online customers from rural area don’t prefer to pay via any
online transaction methods. Study showed that going cashless is beneficial for Indian
economy as well, it helped in economy growth. Online customers are adopting Amazon pay
as it has easy process, reduces time and it’s various cashback offers but also there very much
concerned about high transaction charges and about their security of personal information
getting hacked. So it was concluded that people who are using Amazon Pay is satisfied in
terms of easy and convenient method of payment but again who aren’t using it, they are
sceptical about online payments in terms of security.

Sakshi Malik, Muskan Kaur, Anuj Pal Kapoor (2020) “Purchase Now and Pay Later :
Consumer preferences towards No cost EMI’s in India”, this study conducted to differentiate
customer segments according to their mode of preference towards various digital payment
methods and again to classify different customers segment's characteristics on the basis of
their chosen mode of digital payments. They gave more emphasis on card less EMI option
which is now growing digital payment method by using digital footprint, which is a product
of artificial intelligence to calculate a customer’s credit score and to analyse weather he/she
will be eligible for card less EMI option or not. EMI option make the option purchase now,
pay later which is going to be much acceptable in today’s generation as they are more
intended towards ongoing trends.

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The findings of the study identified four segments of digital payment preferences within
online customers, those are: Utilitarian shopper, who believes that save now and purchase
late, so their preference is to purchase with their savings account. The digital realist, the
profitable segment for e-retailers as they make highest average purchase with credit cards and
believes in purchase now, pay later facility. The aspiring blooper, mainly today’s generation
lies in this segment who buy frequently and prefer card less EMI option more. Leisurely
motivated shopper, who purchase frequently from online but prefer cash on delivery at every
order they make. So the paper has made a clear overview on card less EMI option, how
different customer segments approaching on it and how it can be improved average ticket size
in future.

Bhavya Bhandary (2019) “Amazon Pay: Banking On New Thinking Diagnosis”, this paper of
study conducted to understand how online payment transaction is catching more customers
on online retail brands. The objective of this research was to find out how Amazon Pay and
their EMI method of payment making impact on financial industry worldwide and also how it
increasing their competitive advantage by enhancing customer success efficiently. Their
analysis was depending on market segmentation and the advantages customers are getting in
day to day payment. To analyse the study properly they have given emphasis on Amazon Pay
cost structure, revenue structure and predictive analysis with different theoretical models.
From the findings it has been concluded as Amazon is going to grab more customer segments
by introducing and building their own payment ecosystem with different payment options.
Customers are getting satisfied as they are offered innovative solutions, for eg if a customer
wants to buy something but not ready to pay, then he/she has the option like card less EMI
where amazon can meet the customer’s need as well customer is satisfied with the solution.
Customers are aware of continuous innovation and improvisation done by Amazon on their
payment methods, which make customers to be brand loyal. This study showed that Amazon
payment ecosystem also gives challenges to the banking industry to embrace digital world by
cultural and leadership realignment to go through the fast pace transaction.

Ramnath K. Chellappa, Shivendu Shivendu (2021) “Pay Now or Pay Later? Managing
Digital Product Supply Chains”, through this study, the paper was conducted to examine
digital e-retailers supply chain management in terms of customer satisfaction on pay now or
pay later. According to the study in physical e-retailers’ supply chain there are strategies like
buy back mechanism and return or exchange of product policies are there, which make a

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customer reliable on brands. But in digital mode there e-retailer operation deals with
customer emotion but in digital era it can be more flexible from the perspective of a customer
in terms of payments and other policies, and the objective of this study was to analyse and
understanding those digital supply chain operation whether they met the needs of customers
or not. Even in digital payments piracy on ethical and legal construct is more within the
customers.
From the analysis of findings it had been seen that a customer prefers per-copy policy more
than pre-paid policy for e-retailers. Customers can be happy and satisfied if they offered
those policies which a traditional e-retailers offers. Findings proved that by increasing the
quality of product, e-retailers can demand higher price with different payment methods, for
eg. If a customer is willing to buy a higher priced product and offered with EMI or pay later
option then he/she definitely grab that opportunity and here is a huge chance to grow digital
e-retailers. Analysis shown that clear and ethical payment policies attract more segments of
customers. Supply chain management for e-retailers is the first most priority in terms of
making profit and to build brand loyalty.

Benedict Guttman-Kenney, Chris Firth, John Gathergood (2022), “Buy Now, Pay Later
(BNPL)…On Your Credit Card” the objective of this study was to analyse Buy Now Pay
Later using credit card transaction data in qualitative approach. The study was conducted to
examine the purchasing behaviour of young generation by using interest free Buy Now Pay
Later (BNPL) method with their credit card. Secondary objective was to analyse consumers
practice to uniform regulation when they introduced with consumption soothing benefits by
BNPL. BNPL debit to credit cards having red flag so analyse financial protection regulators
acts when using BNPL is also under the examination part of this study.
By analysing the data of this study it was shown that BNPL welfare report If BNPL's
increased indebtedness causes broader distress, such as mental health issues or missed bills,
the consumption advantages may outweigh the costs for some users.
For regulators, the study indicated that consumers, particularly those from the poorest
neighborhoods, were more likely to charge BNPL transactions to their credit card.
Researchers found that authorities may utilize real-time information from financial
transactions to keep tabs on the introduction of unregulated goods and the hazards they bring.

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Research gap
1. As this is the new trend of payment, there is not enough research available on the topic.
2. Understanding of shopping behaviour of every generation needs to be explored. As
nowadays everyone is getting familiar with online shopping in terms of purchasing different
kind of products.
2. Increasing customer satisfaction means the fulfilment of their needs, so observing more
from customers' perspective has to be done.
3. A major role plays in terms of customer satisfaction on BNPL payment. This area needs to
be explored and examined properly.
4. Post purchase behaviour has to be under consideration as analysing post purchase
behaviour can make a customer satisfied with the brand or retailer.

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 OBJECTIVE:

The objectives of my study are to:

 To understand the consumer behaviour on Buy Now Pay Later policy for e-commerce
retailers.
 To understand customer segments based on their digital payment adoption while
purchasing from Amazon.
 To identify customer satisfaction and brand loyalty towards Amazon Pay Later
facility.
 To understand the customer success policy offered by Amazon in terms of their new
digital payment option.
 To understand the improve area according to customer as well brand perspective.

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Customer preference towards online retail shopping
As a result, demand is based on a model of customer behavior. The choices and values of the
individual consumer are not determined by economics. They are, without a doubt, influenced
by a variety of circumstances, such as one's upbringing, education, and personal preferences.
Real opportunity costs are used in this approach to determine the relative importance of these
qualities for a given item. The opportunity cost of a purchase is the value of the items that
could have been obtained instead of the item purchased.
A customer's happiness or dissatisfaction with a product or service is measured by comparing
the perceived outcome to expectations and then calculating customer satisfaction. Every
company's ultimate goal is to satisfy their customers. It is, in fact, the driving force behind
any company's existence. Customer happiness has a huge impact on a variety of business
metrics, including productivity, profitability, sustainability, and the like. No company can
ignore this reality. Putting productivity, profitability, and growth at the forefront of an
organization's priorities is a fruitless endeavor when customer satisfaction is neglected.
Customers are increasingly turning to online shopping as the popularity of smartphones rises
and the speed of internet connections improves. Online shopping is a virtual marketplace that
allows users to purchase for a wide range of products and services from the comfort of their
own homes. On-line shopping is becoming increasingly popular among well-educated
consumers due to its numerous benefits, including access to a large range of products and
services, special promotions, and other discounts.
Growth in online business has been astronomical in the previous five years. Entrepreneurs
with access to the worldwide market see it as a fantastic potential for new businesses.
Customers are increasingly turning to online shopping as the popularity of smartphones rises
and the speed of internet connections improves. Online shopping is a virtual marketplace that
allows users to purchase for a wide range of products and services from the comfort of their
own homes. On-line shopping is becoming increasingly popular among well-educated
consumers due to its numerous benefits, including access to a large range of products and
services, special promotions, and other discounts.
Growth in online business has been astronomical in the previous five years. Entrepreneurs
with access to the worldwide market see it as a fantastic potential for new businesses.
Customers are increasingly turning to online shopping as the popularity of smartphones rises
and the speed of internet connections improves. Online shopping is a virtual marketplace that
allows users to purchase for a wide range of products and services from the comfort of their

16
own homes. On-line shopping is becoming increasingly popular among well-educated
consumers due to its numerous benefits, including access to a large range of products and
services, special promotions, and other discounts.
Internet-based businesses have grown tremendously in the last five years, making them ideal
for new entrepreneurs who have access to a global market.
Customers are increasingly turning to online shopping as the popularity of smartphones rises
and the speed of internet connections improves. Online shopping is a virtual marketplace that
allows users to purchase for a wide range of products and services from the comfort of their
own homes. On-line shopping is becoming increasingly popular among well-educated
consumers due to its numerous benefits, including access to a large range of products and
services, special promotions, and other discounts.
Internet-based businesses have grown tremendously in the last five years, making them ideal
for new entrepreneurs who have access to a global market.
There has been a dramatic growth in the number of people buying online as a result of the
widespread use of smartphones and faster internet connections. Online shopping is a virtual
marketplace where clients may buy a wide range of goods and services at substantial
discounts and have them delivered right to their door. Educated people are increasingly
turning to online shopping due of its distinctive qualities, such as its broad selection of items,
promotional offers, discount schemes, and so on. In the previous five years, online business
has grown tremendously and is considered as a fantastic potential for developing
entrepreneurs who have access to the worldwide market.
Business organizations' day-to-day operations include a large amount of online retailing.
Many people, especially those living in urban areas, view online retail platforms such as
Amazon and eBay as necessities rather than luxuries. Online commerce and ICT are
intertwined since online retailers rely on ICT for their operations and intensifications. As a
result, internet commerce emphasizes the use of information and communication technology
(ICT) to ease transactions and interactions between businesses and their customers. To
summarize, information and communications technology (ICT) is a critical component of any
successful online retail transaction. Customer pleasure, loyalty, and engagement are being
defined by the use of ICT in retailing, and the possibilities are truly endless.

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About Buy Now, Pay Later

There has been an increase in online payment forms such "buy now, pay later" as a result of
the global pandemic affecting businesses and the expansion in e-commerce firms. BNPL in
India has a huge opportunity, according to research. And by the end of 2021, the market will
have grown by over 65.5 percent a year to reach US$ 1.1 billion. By 2023, McKinsey
predicts that "BNPL participants" will generate $90 billion in annual revenue. If they don't
include cross-selling revenue, they'll bring in somewhere between $4 billion and $6 billion.
At the moment, areas including garments and footwear, fitness, accessories, and cosmetic
products have the upper hand when it comes to discretionary spending. Although the
whirlwind is only beginning to develop, larger players with newer categories are beginning to
take their spot. As a result, implementing this strategy could be a game changer for your
company.
Consumers can make a small down payment and make monthly payments to pay for their
purchase. Customer convenience may dictate a payment schedule ranging from two to four
installments. The penalty price for not paying the installment could be substantial even
though there is no interest. Basic personal information is required in order to take use of this
option. Name, email address, date of birth, and billing address are all part of this information.
When a customer uses this instead of a credit card, they don't have to give over their personal
information. Prior to being qualified for a credit card, an application must also undergo a
credit check.
Amazon, Paytm Postpaid, and Flipkart Pay Later are just a few of the companies currently
offering this service to their customers. Your consumers can use the BNPL payment method
to pay for daily things like clothing, homeware, and more.
Bank of New York and New Jersey (BNPL) is a hybrid between debit and credit cards. In
spite of this, there is a difference in the curriculum that is presented. Additionally, each
company has a separate set of terms and conditions in place, so the payback timeline is not
the same for everyone.
BNPL generally operates as follows:
BNPL firms have partnered with a number of retailers that allow customers to pay for goods
and services over time. During the checkout process, any of your customers can select this
option.
Customers can select a payment plan after filling out their personal information.

18
They can even have it taken out of their debit card, bank account or even their credit card.
Payments can be made by check or wire transfer as well.
In the event that a customer's BNPL request is accepted, they will be alerted within seconds
via an algorithm.
As a first step in completing the transaction, the consumer would be required to pay a small
sum of money toward the total cost. Also, they can have it delivered to their front door.
Due to the specified payment schedule, the customer was required to make additional
installments.

Fig. 1- Statistics of choosing BNPL among customers as a way to access credit for all forms
of purchase.

Fig. 2- Leading factors influencing consumers’ affinity for BNPL

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BOTTOM LINE BENEFITS OF BNPL FOR COMPANIES

BNPL's benefits to merchants are evident, as are the improvements in usage and cart size it
brings. Users of BNPL are more likely to return to the website to make purchases, and their
carts are often 80 percent larger than those of non-BNPL users.
There has been an increase in things being added to carts, as well as an increase in how often
individuals are returning to check out, according to Spencer.
In terms of its target audience, Jane.com already has a younger following than many of its
competitors, but Spencer stated that offering monthly payments has allowed the company to
better attract Gen Z consumers and establish them as long-term clients. When it comes to
client engagement and retention, having BNPL alternatives has provided Jane.com an
advantage over competitors that are entering Jane.com's market space.
While it has made us a little more scrappy, "it's made us take advantage and go for younger
audiences," Spencer said.
To that end, our creative assets, which we'll be releasing later this year, will have a heavy
focus on that. We'll be a little younger than we were before.

EARNING THE BENEFITS OF BNP Paribas.

Businesses who provide BNPL to their consumers get an advantage that begins even before
the customers arrive at their websites: marketing. As Spencer said, Jane.com's BNPL
provider promotes businesses who provide its product, and there can be an additional appeal
for consumers who see a business featured on a provider's website when they are already
making purchases within that provider's ecosystem." With Jane.com's provider, Spencer said,
the companies have developed a good connection and worked closely together on
promotions.
BNPL plans are gaining popularity among retailers of all types, especially those that cater to
a younger demographic, who see the potential for attracting new customers and retaining
existing ones. Customers are more likely to make larger purchases and have more positive
experiences if the payment option is prominently displayed when they make a transaction.

20
RETAILERS AND UNBANKED COMMUNITIES LINKED TOGETHER
In the United States, BNPL may be on the verge of overtaking credit cards. It was just on
Cyber Monday that BNPL usage rose by 21% from the previous year in 2021. More than 44
percent of American consumers utilized BNPL in 2021, up from 42 percent the year before.
The unbanked and historically excluded populations will have a new avenue for access to
credit thanks to BNPL. When it comes to larger purchases, clients who don't want to use their
credit cards can use BNPL as a more cost-effective alternative. Credit scores aren't affected,
but the structured and predictable payment plans offered by BNPL can help customers new to
credit-based purchases avoid falling into a loop of only paying the minimum on their cards.

There are less and fewer options available on BNPL.

In 2021, the use of BNPLs gained momentum, and this trend is expected to continue in 2022
as consumers find new ways to make purchases using installment payment plans.
BNPL was utilized by 18% of customers to make holiday purchases in 2021. Many younger
consumers who cannot afford major goods up front choose the BNPL option since it offers
predictable monthly payments with no interest. With 36 percent of millennials utilizing
BNPL throughout the holiday season, compared to 22 percent of Gen Z customers, the
majority of consumers were using the service.
BNPL was first used by major stores like Amazon and Target, but now even the smallest
merchants can participate. BNPL services are available to retailers with Wix-hosted websites
through Klarna. For those who prefer to shop online but don't have a browser plugin, the
service provider has built one.
BNPL usage in the United States increased by 81% between 2020 and 2021, with users of all
ages increasingly adopting the technology. However, the majority of that expansion came
from younger age groups.
40% of BNPL users in 2020 were millennials, the biggest percentage of users by age group.
According to research, BNPL is already being adopted by Generation Z consumers at a
higher rate than by millennials. In contrast to millennials, 44 percent of all Gen Z consumers
are predicted to utilize BNPL services at least once by the end of 2022, while only 37 percent
of millennials are expected to do the same thing.

21
INTER-GENERATIONAL MONEY MANAGEMENT
According to a recent PYMNTS report, the percentage of consumers living paycheck to
paycheck peaked in December 2020 at 65 percent, dropped to 54 percent by May 2021, and
then spiked to 61 percent by December 2021. In the year 2021, 77% of people making less
than $50,000 a year said they were living paycheck to paycheck, but that didn't mean that
they could put money aside. 66 percent of those earning between $50,000 and $100,000 and
42 percent of those earning more than $100,000 said that they were living paycheck to
paycheck. In addition, 22% of respondents who indicated they live paycheck to paycheck
claimed they have difficulty paying their monthly costs.
Demographics of the older and younger generations seem to matter. 70 percent of bridge
millennials and millennials said they were living paycheck to paycheck in May and
December 2021, the highest percentage of any age group expressing financial hardship. From
May to December, the percentage of Generation Z consumers who reported living paycheck
to paycheck rose from 55 percent to 65 percent.
Gen Z consumers also reported the lowest average savings of $1,158, complicating matters.

About Amazon.com
American e-commerce company Amazon, or Amazon.com, is based in Seattle. With Apple,
Microsoft, and Google, Amazon is regarded as a major player in the technological sector. In
addition to selling goods and services online, Amazon also provides cloud computing, digital
streaming, and artificial intelligence (AI). Amazon is often regarded as the world's most
profitable online retailer, based on revenue.
In 1994, Jeffrey.P. Bezos established Amazon in Washington, D.C., as an online marketplace
for the sale of books, but it quickly expanded to include electronic goods, video games, food,
toys, jewelry, and software, among other things. Online transactions were simplified for
customers by Amazon, a technological corporation.
Jeff Bezos launched Amazon.com on July 5, 1994, as an online bookstore. In 1994, Jeff
Bezos established Cadabra, but changed the name to Amazon for the website's launch in
1995, renaming the corporation. Today, Amazon is a major player in the e-commerce,
logistics, payments, hardware, data storage, and media industries. Amazon's first foray into
the Indian economy in 2013 cost the company $5 billion. Amazon Payments is a payment
gateway for both Amazon merchants and customers.

22
Alexa, Amazon Fresh, Amazon Prime, Amazon Echo, Kindle, Fire Tablets and Fire TV,
Amazon Digital Game Store, Amazon Wireless are some of the products and services that
Amazon offers. Services provided by Amazon's web platform.
Amazon is focused into following factors-
 If you're going to be successful, you have to focus on your customers, not your
competitors.
 Innovator's Elusiveness.
 Commitment to Operational Excellence.
 Long-term thinking for both the company and its clients.
The following are some of Amazon's main objectives:
 Supporting Small Business: Amazon provides a platform to small traders, businesses,
entrepreneurs to expand their sales and an opportunity to reach clients. Many
businesses and traders utilize Amazon as a tool to grow their business and reach new
clients, which in turn helps them to grow their business.
More than 45,000 people work for Amazon in Seattle, where the company was
founded. Over the past six years, Amazon has supplied 7 Lakh jobs to Indians, and
promises to create 1 million jobs by 2025 by investing in India's technology and
infrastructure.
 Amazon is devoted to sustainability since it benefits the business as well as the public
at large. For the sake of the environment, Amazon uses 10,000 electric delivery
vehicles to transport its products, which will save a lot of carbon per year.
 Community: Amazon is committed to helping the poor and homeless in whatever
manner they can. Since 2009, the Amazon Literary Partnership has awarded nearly
$10 million in awards to thousands of previously unrepresented authors.
 Investment: Amazon has made approximately $ 270 billion worth of investments in
the United States, which includes infrastructural improvements as well as the creation
of new jobs and economic opportunities for the country's future. In the United States,
2,000,000 new jobs were created.
Amazon.in's popularity among Indian customers-
Amazon is preferred by 89 percent of consumers compared to other e-commerce platforms.
More than 96% of all Prime Ministers are in agreement with this.
Amazon used to be the place to go if you wanted to buy something cheaper than you could at
a store. However, Amazon has evolved into so much more. Even though Amazon has

23
recently been embroiled in a number of scandals, it remains a reliable source for online
purchases because they already have my shipping address, payment information, as well as
my favorite search engine saved in their database.
In the end, the lesson for brands is simple: You can't compete directly with Amazon for the
attention of consumers. A solid argument may be made for utilizing Amazon as a marketing
and distribution channel.
There are nearly half (48 percent) and nearly three-quarters (74 percent) of Amazon Prime
members who shop online at least once a week or more regularly. Amazon's "flywheel" keeps
spinning faster thanks to the Prime program, which at the time looked reckless to Wall Street.
According to the results, the majority of shoppers base their purchasing decisions on whether
or not they are eligible for Prime. Amazon Prime eligibility is an essential criterion for nearly
two-thirds of shoppers (67%), who use this filter to only see items that are available for Prime
members while shopping on the site.
Retailers, online markets, and banks all reported an increase in credit card financing as the
nationwide lockdown ended, indicating that consumers increasingly preferred to pay in equal
monthly instalments (EMIs) for even low-value goods.

Lately, people have been paying for things like smartphones, mixer-grinders and other
appliances, as well as home goods and shoes, in installments.

Consumers are shunning outright cash purchases because of the tightening of liquidity,
industry leaders say, citing stress in household income, widespread salary cuts, and negative
feelings induced by fear of losing jobs.

Detailed information on Amazon Pay Later

How to Apply and Avail Amazon Pay Later Service
 Start the process by visiting the dedicated registration page for the service on Amazon
app or a browser
 Enter your details and fulfil the KYC formalities online to activate the Pay Later
feature
 After successful KYC, the Amazon Pay Dashboard will show the registration status
and you can see all your future transactions in this section

24
  You will need to furnish all the required details online and get your KYC approved to
be eligible for Amazon Pay Later

A hassle-free option to receive a digital credit card for EMI purchases on Amazon.in is
through Amazon Pay Later. One-time setup should take no more than two minutes and does
not necessitate providing any credit card information. During checkout on Amazon.in, you
can use the Amazon Pay Later payment option and pay in installments of 3 to 12 months. A
simplified dashboard for this payment method makes it simple to keep track of your
purchases, repayments, and spending limitations.
In collaboration with one of Amazon's third-party lending partners - Capital Float or IDFC
FIRST Bank - Amazon Pay Later is made available to you. NBFC (Non-Banking Financial
Corporation) CapFloat Financial Services Private Limited ("Capital Float") is registered with
the Reserve Bank of India. Capital Float is a scheduled NBFC that can lend money to retail
clients, small and medium-sized businesses, and non-profit organizations. The RBI's legal
framework and regulations guide Capital Float's operations. According to the RBI, IDFC
FIRST Bank is authorized to carry out its business activities as a registered banking
institution. Amazon Pay Later's lending partners grant credit to you, therefore you'll need to
give them your personal information.
Amazon Pay with Deferred Payments On both mobile and desktop platforms, you can buy it.
(Mobile registration is the only way to sign up). No Cost EMI will be applied to a purchase
only if all goods in the cart are eligible for No Cost EMI in a multi-cart scenario. You must
have enough money in your Amazon Pay Later account to cover the purchase.
The following goods should not be in your shopping cart:
 Jewelry
 Amazon Pay Gift Cards, both physical and emailed,
 Amazon Pay balance recharging,
 Bullion (Gold and silver)
Paying your credit card bill using Credit Card-
The Amazon Pay Later service will not allow a customer to make an electrical bill payment if
 The number of transactions exceeds 5 a month or,
 The amount of the bill is greater than $500 or,
 The transaction value must be at least 10,000.

25
Return or cancel policy-
With Amazon Pay Later, you can return or cancel your order.
When you return an item for a refund, Amazon will deduct the Cashback Value from your
account if you had received it through Amazon Pay. The reimbursement was split into two
parts: I Amazon Pay Cashback (ii) and any residual amount as a deduction from your
account's used-up limit. Amazon's Pay Later program allows customers to pay for their
purchases.
Due to the fact that your Amazon Pay Later limit hasn't been reimbursed, you'll still have to
pay EMIs on the difference between what you owe and what you get back in cashback.
Amount remaining in EMI plan of same term will be converted (as that of your order). EMIs
will be reduced because the total amount to be paid is smaller, which means lower monthly
payments.
If you've recently signed up for Amazon Pay Later, you'll see this new plan under your "Total
Outstanding Amount due" and "Utilized Limit" sections.
You can cancel or request a cancellation at any moment before the order is delivered on
Amazon.com. If you return or cancel an order purchased using Amazon Pay Later, there is no
cancellation fee associated with Amazon Pay Later.

Impact of Customer trust on Amazon Pay Later Services

Customers who signed up for Amazon Pay Later have now been able to use Amazon Pay to
pay for their purchases. After last year's pandemic, it was launched so that people could buy
essentials and high-value items, with the option of paying for them in installments or all at
once (EMIs). As of this writing, Amazon Pay Later has processed more than 10 million
transactions and has a 99.9 percent success rate for customers who use a bank or financial
institution's instant acknowledgement line to join the service.
Vikas Bansal, Director - Amazon Pay India, made the remarks at the occasion "A virtual
credit extension is available for Amazon.in customers who use Amazon Pay Later. We have
cut our prices to better serve this market. With Amazon Pay Later, our customers may more
easily budget their monthly expenses because it provides a consistent installment experience
with built-in security features. 2 million new signups are a testament to Amazon Pay's
acceptance and trust among customers." A growing number of Amazon customers prefer to
pay in installments, and banks and other financial institutions have made it easier for them to
do so by making a readily available credit line available.

26
In order to assist customers in expanding their financial plans, Amazon Pay Later aims to
help them buy more expensive items like home machines and electronic devices, as well as
everyday necessities like food and take care of their month-to-month utility bills, such as
power, versatile recharging, and DTH. There are no additional expenses for customers who
want to pay back their loans by the following month, and they can do so in easy EMIs over
the course of a year at nominal loan fees.

Benefits of using Amazon Pay Later Services

1. Availing instant credit made through Amazon.
2. There is no need for filling credit card details
3. No processing or cancellation fee is required
4. Seamless checkout while you select the Amazon Pay Later payment option.
5. Easily tracking of the purchases and repayments on the dashboard

Disadvantages of Amazon Pay Later services

1. It can make a person make more impulsive purchases or splurge too much.
2. Not having enough funds or missing a payment can cause penalties.
3. It can also have a negative impact on the credit score if there is any defaults in payment.
4. If can be difficult to get the refund if the product comes as defective or did not arrive. In
this case, the customer has to work with both the seller and Amazon Pay Later.
5. Interest rates are usually higher than credit card interest rates.

27
 RESEARCH METHOLODY
• Research Approach and Design-
The research approach is quantitative because the research deals with mostly perception data.
The primary data was collected through a questionnaire involving 16 questions that were
relevant to check the customer preference and their satisfaction towards Amazon Pay Later
service.
• Study population / Sample-
The units of research mostly belong to the age of 18-25 from different hospitality sectors. The
sample size was 53 (using simple random sampling) and no questions were left unanswered
out by the respondents.
• Data sources-
• Primary data- The main source of primary data is the questionnaire consisting of questions
related to this Amazon and their payment option. This was prepared using Google Forms and
was collected by distribution of these forms digitally.
• Secondary data- The main source of secondary data includes books, journals, publications,
research papers and websites.

28
 DATA ANALYSIS

Age
Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 37 69.8 69.8 69.8
2 14 26.4 26.4 96.2
3 1 1.9 1.9 98.1
4 1 1.9 1.9 100.0
Total 53 100.0 100.0  

Interpretation

Maximum no of respondents are from young generation (age 15-35). This generation is more
aware about online shopping and familiar with online payment options. They always look
into the new service which can bring them easy and affordable way and when it comes into
money they are very enthusiastic to know the process, if they find that suitable for them they
made choice on that. So the generation is flexible to adopt new things, if they feel safe and
secure.

Occupation
Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 30 56.6 56.6 56.6
2 17 32.1 32.1 88.7
3 3 5.7 5.7 94.3
4 3 5.7 5.7 100.0
Total 53 100.0 100.0  

29
Interpretation

Near about half of respondent (56.6 %) are student and other major respondents (32.1 %) are
service man/woman. Amazon Pay Later service is mainly for those who wants to make
cashless payments and can have issue on one-time payment. To make their payment easy the
service was introduced, so we can say that as we have majority of those people who are
perfect to avail the service or already availed, it will make our data easier to understand.

Monthly Income
Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 43 81.1 81.1 81.1
2 4 7.5 7.5 88.7
3 5 9.4 9.4 98.1
4 1 1.9 1.9 100.0
Total 53 100.0 100.0  

Interpretation

Maximum of the respondent (81.1%) having their income below 1 lakh. As we have majority
of students in our study so income level is down for that reason. But again it makes the
analysis easier for us as who does not have enough capital at their hand but wants to purchase
something on their choice, Amazon Pay Later service is best for them, there is no hurry in
making full payment and they can pay in short installment as per their choice.

Do you shop on Amazon?

Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 50 94.3 94.3 94.3
2 3 5.7 5.7 100.0
Total 53 100.0 100.0  

30
Interpretation

From the above findings we can see that most of the respondents (94.3%) knows about
Amazon and frequently shop from the website. It shows Amazon is much more familiar than
any other e-retailers. And as amazon has easy accessibility and offers huge variety of product
segment (electronic to fashion, daily essential to cosmetics), in terms of different segments of
products as well pricing lies from low to high, so it attracts more customer base than others.

Which payment method do you use often for purchasing

from Amazon?
Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 21 39.6 39.6 39.6
2 22 41.5 41.5 81.1
3 6 11.3 11.3 92.5
4 3 5.7 5.7 98.1
5 1 1.9 1.9 100.0
Total 53 100.0 100.0  

Interpretation

In payment methods versatility has been seen from the respondents. But maximum either use
UPI (39.6%) or use cash on delivery (41.5%) option. It is because somehow they are not
aware or familiar of the concept of Amazon Pay Later and thus in one-time payment they
prefer those two methods more. It might happen that they are bound to make one-time
payment due to not finding a better way, in that case if they understand about Amazon Pay
Later clearly it will enhance their purchase decision and probability is high to make more
purchase at a time or frequent purchases.

31
 Which payment option do you feel is easier ?
Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 24 45.3 45.3 45.3
2 6 11.3 11.3 56.6
3 22 41.5 41.5 98.1
4 1 1.9 1.9 100.0
Total 53 100.0 100.0  

Interpretation

Maximum of respondent (45.3%) choose cash on delivery as easier payment option. It might
be because of avoid online payment and it shows they are having trust issues on online
payment. But again cash on delivery is also one-time payment option, so in this case a brand
needs to educate their customer about cashless and hustle free payment option, like if a
customer made a high amount of payment, then it may bring problem on cash on delivery
option. So Buy Now Pay Later with minimum installment according to their choice can make
their payment experience superior.

Are you aware of Amazon Pay Later services?

Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 37 69.8 69.8 69.8
2 16 30.2 30.2 100.0
Total 53 100.0 100.0  

Interpretation

Though Amazon Pay Later is a new concept in terms of online payment still maximum of
respondents (69.8%) is aware of the concept. This is basically the rename of no cost EMI
option with some more advantages. As we have seen many of the respondents are young

32
generation and they are aware of the concept, so it can be said that young generation are
mostly prefer to buy products whenever they want and pay according to their backups.

If Yes, how often you used Amazon Pay Later services

Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 4 7.5 7.5 7.5
2 8 15.1 15.1 22.6
3 8 15.1 15.1 37.7
4 33 62.3 62.3 100.0
Total 53 100.0 100.0  

Interpretation

From the above chart it has seen that majority of respondents (62.3%) never used Amazon
Pay Later service yet. Although they are aware of the service but they haven’t use it. As the
service is new and many customer are basically not sure to use it, because they are concerned
about security, confused about the whole process like how to apply for it, they are having
questions on it which isn’t clear to them like return or exchange policy if the service is
availed or how much minimum curt value is necessary to avail the service or which are the
products on which they can use the payment option etc.
Other than that 15.1% respondents often use Amazon Pay Later service and another 15.1%
use it sometimes. So if the advantages and benefits of the service is getting clear to the
customers there is high chance to grow in market.

If you have used Amazon Pay Later services, which

33
 product/service do you prefer purchasing?
Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 13 24.5 24.5 24.5
2 23 43.4 43.4 67.9
3 6 11.3 11.3 79.2
4 11 20.8 20.8 100.0
Total 53 100.0 100.0  

Interpretation

Maximum of people (43.4%) availed Amazon Pay Later service while buying fashion
products, as data is mainly from young generation, they are very much aware of trend and
fashionable clothing and maximum of them generally look for it to get something different.
But their preference is to try the product then pay for it.
Another 24.5% said that they availed the service while buying electronic products. Electronic
products is the best deal of Amazon, their daily deal and huge discount on electronic products
differs them from any other e-commerce. So people buy their choice of products and some of
the electronic product needs some investment in term of mobile phone, vacuum cleaner etc.
So in those cases people would like to go for card less option to avoid paying at a time.
Very small range of people used the service in terms of buying personal or healthcare
products (11.3%) or make payments of their bill (20.8%).

If you have used Amazon Pay Later services, do you feel

your payment and personal information is secured?

  Frequency Percent Valid Percent

Cumulative

34
 Percent
Valid 1 37 69.8 69.8 69.8
2 11 20.8 20.8 90.6
3 5 9.4 9.4 100.0
Total 53 100.0 100.0  

Interpretation

Amazon Pay Later is the rename of their previous service of No cost EMI. Maximum people
(69.8%) feel positive on security purpose while they are making payment through it. From
here we can see customers trust the brand and aware of their policy of payment method.
Amazon Pay Later needs some more personal information than other payment option, such as
Pan card, adhar card etc. But customers’ still have faith or believe on the brand’s privacy
concern. Here we can say that customers have brand trust on Amazon and it makes their
service easier to grow in market.
Some (20.8%) do not feel secure about the service and some (9.4%) are not sure whether
their information are secure or not, so they do not want to take the risk of payment. In these
cases Amazon needs to educated their customers by providing them the process details and
also providing them privacy policy so that they can have a clear understanding on it and it
will make the chance to bring new customer who really want to avail the service but could
not due to their security concern.

If you have used Amazon Pay Later, how easier do you feel
purchasing your desired product/service has become?

Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 16 30.2 30.2 30.2

35
 2 24 45.3 45.3 75.5
3 7 13.2 13.2 88.7
4 6 11.3 11.3 100.0
Total 53 100.0 100.0  

Interpretation

45.3% of people from the respondents feel the service is moderately easy, another 30.2% of
people feel it is quite easy. Though the service is somewhat lengthy than other payment
options, it requires some information to make the process run but all the steps are easy and
well explained so that everyone can does the whole process by their own and without making
it complicated. This is also proved from the responses. The rest of the people either do not
feel the process easy or do not have any idea on it. They need to be educated by the brand on
the easy steps of it.

Will you recommend Amazon Pay Later services to your

friends and others?
Cumulative
  Frequency Percent Valid Percent Percent
Valid 1 34 64.2 64.2 64.2
2 10 18.9 18.9 83.0
3 6 11.3 11.3 94.3
4 3 5.7 5.7 100.0
Total 53 100.0 100.0  

Interpretation

Majority of people (64.2%) said that they will recommend the services to others. This proves
that customers are aware of it’s advantages and feels easy to avail so they are willing to
recommend. When a person knows well about a particular process, in terms of security, easy
hustle free process and positive site of it then only thinks to share with others. So Amazon

36
made their customers’ experience great and word of mouth is making their new service well
known with others.
Also some are there who are not sure about the service so they avoided to share it with
anyone else, though the number is less still it needs to be taken under consideration.

Majority of the respondents( 46 respondents out of 56) were aware of the buy now pay later
services. According to the respondents, the main advantage that amazon pay later services
offers is that they can purchase their desired product even if they do not possess the capacity
to purchase the same at that current moment and also their is no extra cost which they have to
pay for the product after a month.

The respondents(46 respondents out of 56) of the survey were also aware of the
disadvantages of the buy now pay later services. They believe that amazon pay later services
increases their impulsive purchase. They also believe that it affects their credit value and can
cause problems in getting loans at the same time.

LIMITATION OF THE STUDY

 Young generation is habituated with the payment method but other generation cohorts
aren’t familiar with it so customer segmentation is limited.
 Sample size is small (n=53).
 Primary data collection limited to a particular region.

37
  Due to time constraint detailed research wasn’t possible. More time is required to do
more research.
 As this is the new trend of online payment so customer behaviour could not be
properly examined as they haven’t used the methods before.
 More criteria could not be incorporated in this research.
 The data was randomly collected and not well distributed.
 The role of teachers and mentors in corporate readiness at the university level.

CONCLUSION

This research is aimed at understanding the consumers’ preference on online payment

methods and then understanding the impact of Amazon Pay Later Service among customers.
The research is done to identify the various factors which are involved in making purchase
decision by using different payment methods in the recent years. It also identifies that how
various factors on payment procedure satisfy the customers and elevates their shopping

38
experience and also helps to build loyalty towards online shopping. This paper also helps us
to understand the satisfactory level of the customers on the different online as well one-time
payment options that they take into consideration.
It can be said that the customers prefer online shopping because they are satisfied with the
overall experience they have which involves factors like time, variety, price, offer and
discounts, privacy and secure payment. It also identified the areas where Amazon can
improve upon so as to increase the level of post-purchase satisfaction of the customers to a
greater extent.
The results of the research shows that Amazon has its own strong customer base and their
purchasing frequency is increasing as compared to the past years and also the frequency will
increase in the years to come. The research also shows as Amazon is having huge product
segments so their customer segments are also diversified in terms of age, occupation, income
group etc. So it needs to keep in mind the important factors that influence the purchasing
decision of the customers and overall shopping experience depends on the smooth and easy
payment process. When a customer is satisfied with the service he/she will recommend to
others and it will increase the understanding of the process as well will bring new potential
customers who previously turnaround from purchasing product due to budget issue. From the
findings it has analyzed that most of the student and young generation is tend to Amazon Pay
Later service which is nothing but the rename of no cost EMI option. Though the process is
bit lengthy so many of the customer avoid this but we have seen they are familiar with the
terms, so provide them proper information will help them to avail it. It has seen from the
study that customers are worried about the security of their personal information to some
extent which needs to be clarified. Amazon Pay Later is not only a cost effective solution but
also effective to extend the business. Keeping all the factors in mind which influences the
purchasing decision of the customers can help online shopping businesses to grow big and
also build a long lasting relationship with the customers and to gain their loyalty.
Overall the study suggest that with time and improvement on the different factors influencing
the Amazon Pay Later service, customer satisfaction and loyalty towards online shopping can
be increased and build a long term relationship between the brand and the customer.
Although the study has contributed to the understanding on the importance of the payment
process which impacts the online purchasing decision, in future more in depth research can
be conducted with a greater number of participants and in a different geographic location, to
understand their perception and satisfaction towards Amazon Pay Later.

39
 REFERENCES
Guttman-Kenney, B., Firth, C., & Gathergood, J. (2022). Buy Now, Pay Later (BNPL)... On
Your Credit Card. arXiv preprint arXiv:2201.01758.

SHETTY, P. A. A STUDY ON ONLINE PAYMENT APPLICATIONS IN INDIA WITH

REFERENCE TO AMAZON PAY.

Malik, S., Kaur, M., & Kapoor, A. P. (2020, December). Purchase Now and Pay Later:
Consumer Preferences Towards No Cost EMI’s in India. In e-journal-First Pan IIT
International Management Conference–2018.

Bhandary, B. (2019). Amazon Pay: Banking on new thinking diagnosis white paper.
Available at SSRN 3413354.

Chellappa, R. K., & Shivendu, S. (2003, September). Pay now or pay later? Managing digital
product supply chains. In Proceedings of the 5th international conference on Electronic
commerce (pp. 230-234).

https://economictimes.indiatimes.com/news/economy/indicators/emi-purchases-on-cards-
goes-up-with-consumers-buying-even-low-priced-items-on-finance/articleshow/
76285454.cms

https://www.amazon.in/gp/help/customer/display.html?nodeId=GJ626ASQQ6PD2KZY

https://www.projecttopics.org/impact-of-e-payment-on-online-shopping-behaviour.html

https://browntape.com/what-is-buy-now-pay-later-india/

https://www.ukessays.com/essays/marketing/consumer-attitude-and-behaviour-toward-
amazon-com-marketing-essay.php

https://www.news18.com/news/tech/amazon-pay-later-hits-two-million-customer-sign-ups-
in-india-in-just-a-year-after-launch-3905585.html

https://www.intechopen.com/chapters/69054

https://www.pymnts.com/bnpl/2022/jane-com-uses-bnpl-to-meet-and-bolster-ties-with-millennials-gen-z-
consumers/

40
 ANNEXURE

1. Age-

 15-25
 25-35
 35-45
 45 and above

2. Gender-

 Male
 Female
 Prefer not to say
3. Occupation-
 Student
 Service
 Business
 Other:
4. Monthly Income-
 Below 1lakh
 1lakh- 4lakh
 4lakh-8 lakh
 8lakh and above
5. Do you shop on Amazon?
 Yes
 No
6. Which payment method do you use often for purchasing from Amazon?
 Credit Card
 Debit Card
 UPIs
 Amazon Pay Later
 Cash on Delivery
 EMIs

41
  Other:
7. What products do you often purchase from Amazon?
 Grocery products
 Fashion products
 Electronic products
 Personal and healthcare products
 Other:
8. Which payment option do you feel is easier?
 Pre-paid transaction
 EMI schemes
 Buy Now, Pay later
 Cash on delivery
 Other:
9. Are you aware of Amazon Pay Later services?
 Yes
 No
10. If Yes, how often you used Amazon Pay Later services?
 Often
 Sometimes
 Seldom
 Never
11. If you have used Amazon Pay Later services, which product/service do you prefer
purchasing?
 Electronic products
 Bill payments and recharges
 Fashion products
 Personal or healthcare products
12. If you have used Amazon Pay Later services, do you feel your payment and personal
information is secured?
 Yes
 No

42
13. If you have used Amazon Pay Later, how easier do you feel purchasing your desired
product/service has become?
 Quite easy
 Moderately easy
 Extremely easy
 Not easy at all

14. What are the advantages of Amazon Pay Later service?

15. What are the disadvantages of Amazon Pay Later service?

16. Will you recommend Amazon Pay Later services to your friends and others?
 Yes
 No
 Other:

43