1

MAJOR PROJECT
ON
“A STUDY OF CUSTOMER PERCEPTION
TOWARDS DIGITAL WALLET”

SUBMITTED TO:

MEERA BAI INSTITUTE OF TECHNOLOGY

GOVT. OF NCT OF DELHI, DELHI

(AFFILIATED TO GURU GOVIND SINGH INDRAPRASTHA

UNIVERSITY, DELHI)

IN PARTIAL FULFILMENT OF
BACHELOR OF BUSINESS ADMINISTRATION (BBA)
SIXTH SEMESTER 2018-21

Guide: Co-Guide:
Ms. Sunita Chugh Dr. Ashu Singh

SUBMITTED BY:
SIXTH SEMESTER 2018-21
MANSI
RAWAT
02121901718
BBA GENERAL (2018-2021)
 2

CERTIFICATE

This is to certify that MANSI RAWAT, student of BBA 6TH

SEMESTER has satisfactorily completed her project report on “A
STUDY OF CUSTOMER PERCEPTION TOWARDS DIGITAL
WALLET” as a part of Curriculum under my guidance for the partial
fulfilment of BBA degree under Guru Gobind Singh Indraprastha
University for the year (2018-2021).

Name of Co-Guide Name of the Guide

(Dr. Ashu Singh) (Ms. Sunita Chugh)
 3

DECLARATION

I, Mansi rawat, roll no. 02121901718 student of BBA of Meera Bai

Institute of Technology: Indraprastha University, Dwarka sector 16C,
hereby declare that the project report on “A STUDY OF CUSTOMER
PERCEPTION TOWARDS DIGITAL WALLET”, this report is an
original and authentic record of my own work carried out by me under
the supervision and guidance of Ms. Sunita Chugh (Guide) and Dr. Ashu
Singh (Co-Guide).

I further declare no part of this work has been submitted for the award of any
other degree or its equivalent and is entirely original.
 4

ACKNOWLEDGEMENT

The project entitled ““A STUDY OF CUSTOMER PERCEPTION

TOWARDS DIGITAL WALLET”” was a challenging assignment for me as it
required an improved environment, extensive endeavor and all necessary
support. I take this as an opportunity to express my gratitude to Ms. Sunita
Chugh, my project guide and Dr. Ashu Singh, my project co-guide for his/her
able guidance, cooperation and out of the box thinking without which this
project would not have completed successfully. The successful progression of
my project also gives me the opportunity to acknowledge and appreciate the
staff of the college that provided me much needed stimulating suggestion and
encouragement in order to steer this project towards completion.

Mansi Rawat
02121901718
 5

CONTENTS

S. No Topic Page No.

1 CHAPTER 1: 6-15
1.1 INTRODUCTION
1.2 OBJECTIVE OF THE STUDY
1.3 LITRATURE REVIEW
1.4 RESEARCH METHODOLOGY
1.5 LIMITATION OF STUDY
2. CHAPTER 2: 16-23
PROFILE OF ORGANIZATION

3. CHAPTER 3: 24-38
ANALYSIS AND INTERPRETATION OF DATA

4. CHAPTER 4: 39-45
CONCLUSIONS AND
RECOMMENDATIONS
 6

CHAPTER 1-

1.1 INTRODUCTION

The term payment is as old as human civilization, since then the payment
industry has undergone a drastic transition from barter system to virtual
payments(mobile wallets).Barter system an age old method of exchange which has
been used for centuries long before money was invented, people exchanged goods
and services for other goods and services in return. The trading system expanded its
boundaries towards exchanging precious metals like copper, bronze, gold etc.
With the advent of the industrial revolution in the 18th century, banking system
was adopted as standard payment and as a monetary regulating body. This led to
the development of other modes like loans, savings a/c, withdrawals etc. After the
success of banking system, our cash based society evolved through internet, this
led to building up of various electronic payment systems like Debit card, Credit
card, E-cheques and is now pushing into the digital frontir of virtual wallet
(mobile platform). MOBILE TECHNOLOGY has paved a way through which
people and businesses buy and sell the goods and services. With this advancement in
technology, things around us have drastically changed. As smart phones have become
more affordable & prevalent, it caters to mans comfort & conveniences i.e. ordering
food, online shopping, booking movie tickets etc.With the introduction of digital wal
ets in early 90’s pioneered by Sam Pitroda with the vision, underlying the needs of the
customers-an easy to use interface, ability to securely transact in the virtual and real
world, in came app-based wallets such as Paytm, Mobikwik, Freecharge etc,
which has become extremely convenient for a person to make cashless transactions.
Mobile wallet is equivalent to physical wallet, it provides a platform for the user to
keep money in it as that of an bank account i.e. the user needs to make an account
with a mobile wallet provider, money can be loaded to the M-wallet account using a
 7

debit card, credit card, bank account etc. The money loaded by the user can be used
to pay for goods & services, transfer funds from their mobile wallet through a simple
SMS or via Near Field Communications (NFC) or the wallet services that takes in
the users payment information and pays the users bills instantly for certain services.
RBI has increased the money loading limit from Rs 5,000/- to Rs 1,00,000/

CONVERSION PROCESS (PHYSICAL MONEY TO VIRTUAL MONEY)

Debit card,
Physical credit card, Virtual
Bank M-wallet
Money Money
account

The advantage of completing an online transaction through mobile wallet is, it

does not charge any amount of money on every transaction and saves the customer
from the hassle of entering card details and pin number for each and every
transaction. It is easy and convenient for the users, as the user needs to sign in the
account and make payment. On the other hand it focuses on online merchants and
offline merchant’s i.e. The M-wallet provider’s act as an intermediary between the
merchants and the wallet users
 8

CLASSIFICATION OF MOBILE WALLETS

Mobile wallets
in INDIA

Telecom backed Independent

Wallets by bank
wallets wallets

Free
charge, ICICI Pockets,
Idea money, State bank
Citrus,
Reliance jio wallet, buddy, Chillr,
Paytm,
M rupee mobile Citi Masterpass,
Ruplee wallet,
walet, Airtel money, HDFC Payzapp,
Oxigen wallet,
Vodaphone M-pesa. PingPay by Axis
Payu money,
Bank.
Mobikwik
wallet.
 9

TELECOM OPERATED MOBILE WALLET

Many telecom service providers in India have their own mobile wallet as part
of its product portfolio. One of the initial services offered by mobile
wallets was mobile recharges.
WALLETS BY BANK
Most major banks in the India are developing mobile wallets for their
customers in order to have a direct interaction between the seller, the buyer
and the bank. ICICI Bank launched ICICI pockets in February 2015, HDFC
with Chillr and PingPay by Axis Bank and one of the late entrants, SBI
launched state bank buddy.

INDEPENDENT WALLETS
There are plenty of up-comers in India such as Paytm, Ruplee, Oxigen wallets
etc. Paytm is the exclusive wallet service for RoomsTonite, also payment
platform for Uber and it already claims that it has crossed the 100 million
users whereas Mobikwik is the wallet of choice for IRCTC tickets, Big
Bazaar and even loans etc

PURPOSE OF USING MOBILE WALLETS

•Recharge and Broadband top-ups

Instead of going to a shop in order pay for top-ups. M-wallet enables Telco’s to
al ow mobile wallet users to quickly and efficiently recharge prepaid account of
a mobile phone user via mobile phone anytime, anywhere.
•Instant money transfer to any bank
It offers the customers the flexibility and convenience of managing their funds
via mobile devices by integrating their bank account with M-wallet. It is
convenient and a secured alternative, which allows the consumers to flexibly
transfer their funds from bank account to M-wallet and vice versa without
having to visit their bank branch. Consumers need to register with their
bank and integrate their M-wallet with the bank account to avail this service.
 10

•Online shopping and merchant payments

It allows the users to make payments for all kinds of goods and services in
an easy way via mobile wallet. The payment platform provides a real-time
authorization and enables secure mobile commerce and payment acceptance for
both in-store and online.
•Payment for booking transport facilities
Transportation facilities provide the users, personal mobility and freedom for
users from every walk of life.
•Utility bill payments
It helps the household or office to pay for electricity, water, gas, telephone
etc on a single click
ADVANTAGES OF MOBILE WALLET

One’s wallet can be snatched, misplaced or pick pocketed, but mobile wallet
cannot be, though there is a chance of someone stealing one’s a mobile.
If the bill is of Rs 199/- or Rs 235/-, one will not have to run around asking for
change. It allows paying on a single tap.
One need not fill in card numbers and passwords every time, they can link
their credit cards, debit cards and bank accounts and pay immediately without
any hassle to enter the details each time.
When one makes a payment through a debit card or credit card, one is
disclosing their confidential bank data on the merchant’s site or establishment, it
can lead to unwanted security issues but by using M-wallet, one can restrict the
exposure of confidential data.
Massive rewards in form of cash backs and discount
 11

1.2OBJECTIVES

1. To study the growth of M-wallet payment gateway services.

2. 2. To study the overall analysis of E-payment App (Paytm/ Google pay)
services and perception of people about E-Payment App in Delhi city.
3. To study the services provided by the M-wallet providers and the
services used by the M- wallet users.
4. To identify the impact of demographic shift towards ‘M-wallet’

1.3 LITERATURE REVIEW

Sanaz Zarrin Kafsh (2015), made a study on “Developing consumer

Adoption Model on mobile wallet in Canada”, by taking a sample of
530 respondents through convenience sampling. Partial Least Square
model was used to analyze the data. The focus of the study was to
identify the factors that influence the consumer’s adoption of mobile
wal ets. This study was based on technology acceptance model (TAM)
& innovation diffusion theory (IDT). As per the analysis made by them,
there is relationship among perceived usage, perceived ease of use &
perceived security in predicting the adoption of mobile wallets.Neeharika
P & V N Sastry (2014), conducted a study on “A Novel Interoperable
Mobile Wallet Model with Capability based access control framework”,
this study makes an important contribution towards the development of
a mobile wallet that can work across various platforms. As security is
the major concern when it comes to finance related information, the
study addresses the security issues by giving access control model
that works towards interoperable mobile wallet..Shwetu Kumar, Vijay
Yadav,Atiqu-Ur-Rahman, Aditi Bansal(2014),madea study on
“Paytm”, it studied about its achievements, technical architecture of
 12

paytm, working and technologies of paytm which include a study on

supply chain management, web technologies of paytm ,web based tool
of paytm and also described about electronic payment system.Ngoc Doan
(2014), conducted a study on “Consumer adoption in Mobile wallet
(A study of consumers in Finland)”, this study was undertaken to
understand about the consumer adoption status of mobile wallet with
research area limited in Finland. It also examines the market
situation of mobile consumers toward mobile wallet. The study states
that the adoption of M- wallet among consumers in Finland is only at
the beginning stage & the success of M-wallets depends on the
marketing strategies of M-wallet companies as well as the financial
policy makers in Finland.Nitika Rai, Anurag Ashok, Janhvi Chakraborty,
Prajakta Arolker, Saumeel Gajera (2012), made a study on “M-wallet:
An SMS based payment system”, This paper describes about replacing
the current payment solutions like credit card, debit cards and cash
with a simple short Messaging services (SMS) based on solution that
would work on all mobile phones irrespective of the network carrier
and the manufacturer. Transactions can also take place between
consumers that have subscribed to the service and merchants
irrespective of their subscription. The study concludes that it is safer,
faster and network independent mode of payment.
 13

1.4 RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
In this study Primary data has been used. Primary data is used in the form of
questionnaire method, which has been created using Google forms &
distributed among internet & social media users.

RESEARCH PROBLEM

My Research problem of the study is to study and understand the research and
analysis of perception of customer towards digital wallet. In this study, we will
be studying perception of customers towards digital wallet

SAMPLING TECHNIQUES:
In this project "convenience sampling" has been used.

Convenience Sampling: it is where you include people who are easy to

reach. Convenience sampling is a type of non-probability sampling, which
doesn't include random selection of participants. For example, you could survey
people from:
 Your workplace
 your college
 your neighbor
 14

TYPE OF RESEARCH:
In this project “Descriptive research” has been used.

DESCRIPTIVE RESEARCH: It aims to accurately and systematically

describe a population, situation or phenomenon. It can answer what, where,
when and how questions, but not why questions in research subject. It will
include:
 Questionnaire: Close ended questions were used.
Due to Current Covid-19 Pandemic, the research were conducted through
online mode by sharing Google Forms via Social media platforms to collect
data.
 Personal observation

SAMPLE SIZE: For this Project, sample size has been taken 100.

SAMPLING FRAME: Delhi, India

AGE GROUP: Minimum age: 18 years; Maximum Age: 60+

GENDER: Male, Female

DATA COLLECTION: Only primary data used here

1. PRIMARY DATA COLLECTION:

When the Data are collected directly by the researcher for the first time is
called as Primary Data. It is original in nature and is specific to a research
problem under study. In this project the primary data method used is
Questionnaire and personal Observation.
 15

2. SECONDARY DATA COLLECTION

When the data are collected by someone else for a purpose other than that the
researcher’s current project and has already undergone the statistical analysis is
called as Secondary Data

1.5 LIMITATIONS OF STUDY

1. Sample size used for the study is small.
2. The limitations of the non-random sampling technique are applicable to this
study.
3. Consumer’s perceptions changes from time to time with the advancement in
the technology.
 16

CHAPTER 2 –

PROFILE OF ORGANISATION

1. PAYTM

Paytm is an Indian e-commerce shopping website headquartered in Noida,

India, launched in 2010. It is owned by One97 Communications. The firm
started by offering mobile recharging, adding bill payment and e-commerce
in INDIA, with products similar to businesses such as Flipkart, Amazon, Snap
deal. In 2015, it added booking bus travel. Paytm was founded and
incubated by One97 communications in 2010 as a prepaid mobile recharge
website. Paytm is an acronym for "Pay through Mobile" with Android, windows
and ios apps. In 2014, the company launched Paytm Wallet, now India's
largest mobile payment service platform with over 100 million wallets &
10 million app downloads. Paytm users can also pay for the fuel at Indian
Oil Petrol pump through paytm wallet.
FUNDING
In March 2015, Indian industrialist Rattan Tata made personal investment in
 17

the firm. The same month, the company received a $575 million investment
from Chinese e-commerce Company Alibaba group, after Ant Financial
service group, an Alibaba Group affiliate, took 25% stake in One97 as part of
a strategic agreement. Paytm borrowed 300cr from ICICI Bank in March 2016
as working capital
PARTNERS
Paytm works with the all mobile operators in all states in India for prepaid
mobile, DTH, and Datacard recharges and postpaid mobile, landline, and
Datacard bill payments. It has partnered with multiple national banks for
credit card, debit card, and netbanking payments. Paytm also works with
various billers for utility bill payments. It is the mediator between the
third party and the customer.
PAYTM BANK
In 2015 Paytm received a license from RBI for starting India's first payments
bank. The bank intends to use the Paytm’s existing user base for offering new
services, including debit cards, savings accounts, online banking and
transfers, to enable a cashless economy. The payments bank would be a
separate entity in which the founder Vijay Shekhar Sharma will hold
51%, One97 Communications will hold 39% and 10% will be held by a
subsidiary of One97 and Sharma.
SERVICES RENDERED BY PAYTM
MOBILE RECHARGE:
Paytm is one of the biggest recharge sites in India that delivers instant online
prepaid recharge & mobile bill payment solutions to the end users. It delivers
easy recharge experience online. Paytm ensures 24x7 availability, at no extra
cost to the end user, so that the one can transact securely from any location at
their convenience. Paytm supports mobile operators such as Aircel, Airtel,
BSNL, Idea, MTNL, MTS, Reliance CDMA & GSM, T24, Tata DOCOMO,
Tata Indicom, Telenor, Videocon and Vodafone for prepaid mobile recharge
 18

and Aircel, Airtel, BSNL, Idea, MTS, Matrix Postpaid, Reliance CDMA &
GSM, T24, Tata DOCOMO, Tata Indicom, Telenor, Videocon, Vodafone for
postpaid mobile recharge.
DTH:
Paytm offers exciting range of DTH recharge services for various DTH
Services. Through Paytm's widest list of online DTH recharge, one can
recharge their digital TV anytime and from anywhere in the world. The
most popular DTH services providers are Dish TV, Airtel Digital TV, Sun
Direct TV, Reliance Digital TV, Videocon D2H and Tata Sky.
ELECTRICITY BILL:
Paytm enables electricity bill payments. Through Paytm one can smoothly pay
electricity Bill anywhere, anytime. Paytm supports various electricity boards
such as Ajmer Vidyut Vitran Nigam, BESCOM, BSES Rajdhani, BSES
Yamuna, Bhagalpur Electricity Distribution Company (BEDCPL), CESC
Limited, Jaipur Vidyut Vitran Nigam, Jodhpur Vidyut Vitran Nigam, MP
Madhya kshetrs Vidyut Vitran Bhopal, Muzaffarpur Vidyut Vitran ltd, Noida
power company (NPCL), North Bihar Power Distribution, Reliance Energy-
Mumbai, South Bihar Power Distribution, Tata Power-DDL, Torrent Power
Limited, Uttar Pradesh Power Corporation Limited.
DATA CARDS:
Paytm offers Data Card recharge for all the top operators like BSNL Data
Card, Reliance Netconnect, MTNL Data Card, Tata Photon and MTS. It also
accepts Bill payments for Reliance NetConnect, Tata Photon+, Tata Photon
Whiz. One can get access to all the plans before making the payment and
the user can go for a 6 Month Pack, Annual Pack, Monthly Pack or a 3 Month
Pack and select the one that suits their needs.
LANDLINE BILLS:
Paytm enables the user to make Landline bill payment effortlessly of Airtel
landline, Connect Broadband, MTS Landline, Reliance Landline on few easy
 19

clicks.
GAS:
One can enjoy the benefit of paying gas bills from anywhere and anytime of
Adani Gas limited, Mahanagar Gas-Mumbai, Siti Energy Ltd.
INSURANCE:
Paytm presents an easy way to pay insurance premium. One can pay
insurance premium by simply logging into Paytm.com. Moreover one can
avail benefit of several deals and offers while paying insurance premium
online with Paytm. This is an easy way to pay one’s insurance premiums
conveniently without any hassle of ICICI Prudential Life Insurance, IndiaFirst
life insurance, Reliance General Insurance, Reliance Life insurance, Reliance
Health insurance, SBI General Insurance Limited, Religare Health Insurance,
TATA AIA Life Insurance.
MOVIES:
One can enjoy the hassle-free service of booking movie tickets through
Paytm. One has a choice to choose any cinema screens across India and book
as late as before show time instantly through Paytm. PVR Cinemas are
associated with Paytm.
GOLD LOANS:
Gold loan are the loan taken against gold, this is the convenient option
during one’s financial needs. Paytm offers a handy option of gold loan
repayment through their online service. One can make payment of gold loan
(Manappuram), online through Paytm effortlessly.
METRO:
One can recharge their metro cards via Paytm and it is associated with Delhi
metro and Mumbai Metro.
WATER BILL:
Paytm presents online water bill payment service. One can now pay water
bills of Aurangabad City Water Utility Company ltd, Delhi Jal Board through
 20

the comfort of their home using Paytm over mobile phone or desktop in few
easy clicks.
HOTELS:
Paytm welcomes online hotel booking ,One can just log on to Paytm.com,
search over 1000+ destinations for their travel dates and book from a wide
variety of over 20,000+ hotels, Resorts, Villas, Home stays etc across India
i.e. they can choose a hotel of their preference and book hotel online in
minutes. They can also view hotel location, photos, room options, prices
for various hotels online, pick as per their comfort and book according to their
choice.
BUS TICKETS:
One can log into Paytm.com for booking bus tickets. It enables the users to
search, pick and book as per their comfort. It offers online bus ticket booking
for Sleeper, AC, Luxury, Volvo and
Mercedes .One can also choose their preferred operator from Safar Express
Tour and Travels, Metro Travels, Fouji Bus, Fouji Tourist Service, Royal
India Travels, Moonlight Holiday's Pvt. Ltd , IRTC etc and also select their
boarding point and departure time. One can enjoy booking tickets for a theme
park (Imagica theme park (Mumbai), Aquamagica Water Park (Mumbai))
and also book tickets for various events.
ENTERTAINMENT:
One can enjoy booking tickets for a theme park (Imagica theme park
(Mumbai), Aquamagica Water Park (Mumbai)) and also one can book tickets
for various events
 21

2. GOOGLE PAY

Google Pay (stylized as G Pay; formerly Android Pay) is a digital wallet

platform and online payment system developed by Google to power in-app,
online, and in-person contactless purchases on mobile devices, enabling users to
make payments with Android phones, tablets, or watches. Users in the United
States and India can also use an iOS device, albeit with limited functionality. In
addition to this, the service also supports passes such as coupons, boarding
passes, campus ID cards, car keys, event tickets, movie tickets, public
transportation tickets, store cards, and loyalty cards

As of January 8, 2018, the old Android Pay and Google Wallet have unified into
a single pay system called Google Pay. Android Pay was rebranded and
renamed as Google Pay. It also took over the branding of Google Chrome's
autofill feature. Google Pay adopts the features of both Android Pay and Google
Wallet through its in-store, peer-to-peer, and online payments services.
The rebranded service provided a new API that allows merchants to add the
payment service to websites, apps, Stripe, Braintree, and Google Assistant. The
service allows users to use the payment cards they have on file in their Google
Account
 22

SERVICES RENDERED BY GOOGLE PAY

MOBILE RECHARGE:
It delivers easy recharge experience online. Google pay ensures 24x7
availability, at no extra cost to the end user, so that the one can transact securely
from any location at their convenience. it supports mobile operators such
as Aircel, Airtel, BSNL, Idea, MTNL, MTS, Reliance CDMA & GSM, T24,
Tata DOCOMO, Tata Indicom, Telenor, Videocon and Vodafone for prepaid
mobile recharge and Aircel, Airtel, BSNL, Idea, MTS, Matrix Postpaid,
Reliance CDMA & GSM, T24, Tata DOCOMO, Tata Indicom, Telenor,
Videocon, Vodafone for postpaid mobile recharge.
DTH:
It offers exciting range of DTH recharge services for various DTH
Services. Through It's widest list of online DTH recharge, one can recharge
their digital TV anytime and from anywhere in the world. The most popular
DTH services providers are Dish TV, Airtel Digital TV, Sun Direct TV,
Reliance Digital TV, Videocon D2H and Tata Sky.
ELECTRICITY BILL:
It enables electricity bill payments. Through It one can smoothly pay electricity
Bill anywhere, anytime. It supports various electricity boards such as Ajmer
Vidyut Vitran Nigam, BESCOM, BSES Rajdhani, BSES Yamuna, Bhagalpur
Electricity Distribution Company (BEDCPL), CESC Limited, Jaipur Vidyut
Vitran Nigam, Jodhpur Vidyut Vitran Nigam, MP Madhya kshetrs Vidyut
Vitran Bhopal, Muzaffarpur Vidyut Vitran ltd, Noida power company
(NPCL), North Bihar Power Distribution, Reliance Energy-Mumbai, South
Bihar Power Distribution, Tata Power-DDL, Torrent Power Limited, Uttar
Pradesh Power Corporation Limited.
DATA CARDS:
It offers Data Card recharge for all the top operators like BSNL Data Card,
Reliance Netconnect, MTNL Data Card, Tata Photon and MTS. It also accepts
 23

Bill payments for Reliance NetConnect, Tata Photon+, Tata Photon Whiz. One
can get access to all the plans before making the payment and the user can go
for a 6 Month Pack, Annual Pack, Monthly Pack or a 3 Month Pack and select
the one that suits their needs.
LANDLINE BILLS:
It enables the user to make Landline bill payment effortlessly of Airtel landline,
Connect Broadband, MTS Landline, Reliance Landline on few easy clicks.
GOLD:
It is the convenient option during one’s financial needs. It offers a handy
option to buy gold according to the rate applicable for e.g rate on 1 june 2021 is
5.22/mg. You can buy sell and gift gold also
 24

CHAPTER 3-
ANALYSIS AND INTREPRETATION OF DATA
Interpretation of data is done by using statistical tools like Pie diagrams, Bar
graphs, and also using quantitative techniques (by using these techniques)
accurate information is obtained
 DISTRIBUTION OF DIFFERENT GENDER CUSTOMERS
USING MOBILE WALLET
TABLE NO.1
PARTICULARS RESPONDENTS

MALE 60

FEMALE 40

PREFER NOT TO SAY 0

FIGURE NO.1

GENDER
PREFER NOT TO
SAY
0%

FEMALE
40%

MALE
60%

It can be seen from the above graph that 60% respondents were male
and 40% respondents were female
 25

2. AGE GROUP DISTRIBUTION OF CUSTOMER DEALING WITH

MOBILE WALLETS
TABLE NO.2
PARTICULARS RESPONDENTS

BELOW 18 0
18-30 42

30-50 22

50-60 20

ABOVE 60 16

FIGURE NO.2

AGE
BELOW 18
0%

60 AND ABOVE
16% 18-30
42%
50-60
20%

30-50
22%

It is reported that major age group of the respondents is 18-30 years

(i.e.42% respondents), followed by 30-50 years(22%), 50-60
years(20%)and above 60 years(16%)
 26

3. OCCUPATION OF THE CUSTOMER

TABLE NO.3
PARTICULARS RESPONDENT
SELF EMPLOYED 25
RETIRED 6
STUDENTS 19
PRIVATE 35
PUBLIC SECTOR 15

FIGURE NO.3

OCCUPATION

RETIRED
SELF EMPLOYED
STUDENT 6%
25%
19% SELF EMPLOYED
PUBLIC SECTOR
PUBLIC SECTOR
PRIVATE
15%
PRIVATE STUDENT
35%
RETIRED

It can be seen from the above graph that major occupation of the
respondents is Private sector employees(35%), followed by self-
employed or business(25%), followed by students(19%) followed by
public sector or Government(15%) sector followed by retired
people(6%)
 27

4. OWN A SMARTPHONE
TABLE NO.4
PARTICULARS RESPONDENT
YES 98
NO 2

FIGURE NO.4

OWN A SMARTPHONE

NO
3%

YES
NO

YES
97%

It can be seen from the above graph that major people own a
smartphone i.e. 97%and rest 3% don’t have smartphone
 28

5. DO YOU THINK THAT USING ONLINE PAYMENTAPP CAN

OFFER YOU A WIDER RANGE OF BANKING SERVICES AND
PAYMENT OPTION
TABLE NO.5
PARTICULARS RESPONDENT
YES 70
NO 10
MAYBE 20

FIGURE NO.5

ONLINE PAYMENTAPP CAN OFFER YOU A

WIDER RANGE OF BANKING SERVICES AND
PAYMENT OPTION

MAYBE
20%
NO YES
10%
YES NO
70%
MAYBE

It is reported that most of the respondents are agreed to online

Payment apps offer wide range of banking services and
payments(70%) 10% disagreed and rest 20% were not sure
 29

6. WHICH APP DO YOU MOSTLY USE FOR E- PAYMENT

TABLE NO.6
PARTICULARS RESPONDENTS
PAYTM 62
GOOGLEPAY 30
MOBIKWIK 6
OTHER 2

FIGURE NO.6

APP USED FOR E PAYMENT

6% 2%

30% PAYTM
GOOGLE PAY
62%
MOBIKWIK
OTHER

It can be seen from the above graph that PAYTM App has maximum
Market share i.e. 62% in Delhi followed by google pay 30% followed
by mobikwick 6% followed by others 2%
 30

7. ARE YOU SATISFIED WITH THE SERVICE OF APP

TABLE NO.7
PARTICULARS RESPONDENT
YES 82%
NO 8%
DISAGREE 10%

FIGURE NO.7

SATISFIED WITH SERVICE OF APP

10%
8%
AGREE
DISAGREE
NOT SURE

82%

Maximum respondents of DELHI are satisfied with the PAYTM App

Services i.e 82% while 18% are not satisfied or not sure about the
service provided to them.
 31

8. RISK OF USING PAYMENT APP

TABLE NO.8
PARTICULARS RESPONDENT
YES 33
NO 29
DON’T KNOW 38

FIGURE NO.8

RISK OF USING APP

33% YES
38%
NO
NOT SURE

29%

It can be seen from the above graph that only 29% respondents feel
that there may be a risk using payment app while 33% feels it’s safe
to use payment app while 38% were not about the risk in using
payment app
 32

9. IS THIS APP COMFORTABLE AND USER FRIENDLY

TABLE NO.9
PARTICULARS RESPONDENT
AGREE 66
DISAGREE 10
NETURAL 24

FIGURE NO.9

USER FRIENDLY AND COMFORTABLE

NETURAL
24%
AGREE
DISAGREE
AGREE DISAGREE
10%
66% NETURAL

It is reported that most of the respondents 66% are agreed that the
payment app are user-friendly and comfortable rest 34%were
neutral or not sure
 33

10. SINCE HOW LONG ARE YOU USING THIS APP

TABLE NO.10
PARTICULARS RESPONDENTS
LESS THAN 1 YR 20
1-5 YEAR 71
MORE THAN 5 YEAR 9

FIGURE NO.10

TIME DURATION OF USE OF PAYMENT APP

8%
20%
LESS THAN 1 YEAR
1-5 YEAR
MORE THAN 5 YEAR

72%

It can be seen from the graph that most of the respondents 72% are
using same payment app 1-5 YEARS year while 20% are using for
LESS THAN 1 YEAR, 8% for MORE THAN 5 YEAR
 34

11. HOW GOOD IS PRIVATE PAYMENT APP SERVICES THAN

GOVERNMENT APP SERVICE
TABLE NO.11
PARTICULARS RESPONDENTS
YES 79
NO 6
DON’T KNOW 15

FIGURE NO.11

PRIVATE APP SERVICE IS BETTER THAN GOVT

APPS

15%
6%
YES
NO
79% DON’T KNOW

It is reported that Private app payment service was better than

Government app as it agreed by the 79% of the respondents while
6% respondents were disagree and rest 15% were not sure
 35

12. DO YOU GET ANY DISCOUNT OFFERS

TABLE NO.12
PARTICULARS RESPONDENTS
YES 77
NO 13
DON’T KNOW 10

FIGURE NO.12

DISCOUNT OFFERS

DON’T KNOW

NO

YES

0
20
40
60
80

DISCOUNT OFFERS

Maximum respondents i.e. 77% agree to the discount offers they get
and are satisfied with the Payment App, 13% were dissatisfied and
rest 10% were not sure
 36

13. ARE YOU SATISFIED WITH THE SERVICE PROVIDED BY

PAYTM/BHIM/GOOGLE PAY
TABLE NO.13
PARTICULARS RESPONDENT
YES 83
NO 9
DON’T KNOW 8

FIGURE NO.13

SATISFIED WITH APP SERVICES

8%
9%

YES
NO

83% DON’T KNOW

It is reported that 83% respondents are satisfied with payment app

service while 9 % respondents are not satisfied and rest 8% were not
sure about that
 37

14. ARE YOU SATISFIED WITH THE SPEED OF

TRANSACTION
TABLE NO.14
PARTICULARS RESPONDENTS
YES 87
NO 7
DON’T KNOW 6

FIGURE NO.14

SATISFIED WITH SPEED

6%
7%

YES
NO

87% DON’T KNOW

Maximum respondents 87% are satisfied with the speed and fast
transactions of the Payments App they have been using 7% were
dissatisfied and rest 6% don’t know
 38

15. PREFERENCE TOWARDS USING M-WALLETS FOR

COMPLETING THE FOLLOWING TRANSACTIONS

TABLE NO.15
PARTICULARS RESPONDENT
RECHARGE AND MONEY 45
TRANSFER
UTILITY BILL PAYMENTS 15
FOOD/MOVIE TICKETS 20
ONLINE SHOPPING 18
OTHER 2

FIGURE NO.15

PREFERENCE FOR USING WALLET

PREFERENCE FOR USING WALLET

50
45
45
40
35
30
25
20
20 18
15
15
10
5 2
0
RECHARGE AND UTILITY BILL FOOD/MOVIE ONLINE SHOPPING OTHER
MONEY TRANSFER PAYMENTS TICKETS

Maximum respondents 45% use M-wallet for recharge and money

transfer 15% for utility bill payments 20%for food and movie tickets
18% for online shopping and rest 2% for other purpose
 39

CHAPTER 4-
CONCLUSIONS AND RECOMMENDATIONS

PROJECT FINDINGS
 Majority of the respondents are male when compared to female
 Maximum people are from 18 – 30 age group in dealing with SBI
bank among 100 respondents
 Maximum number of respondents are satisfied with the App and
Facilities provided by the App
 From the above study the most important conclusion is that Paytm
is most widely used E- Payment App with a market share of 62%.
 Maximum respondent are satisfied with app service
 Respondents are not fully satisfied with the safety and security
features of payment app and has to be made aware. Some
respondents feel that there is risk using payment app services
 Respondents are agreed that payments are user-friendly and
comfortable. The Respondents are also satisfied with the comfort
level and Friendliness of the App
 Respondents are getting good discount offers and are satisfied with
the Payment App
 Respondents are agreed that overall service quality of payment
apps are good
 Maximum respondents are satisfied with the speed and fast
transactions of the Payments App
 Respondents feel that online Payment apps offer wide range of
banking services and payments
 Maximum people use m-wallet for recharge and money transfer
 40

SUGGESTIONS AND RECOMMENDATIOS OF STUDY

1. Private app companies should keep on adding good features to the app
2. Government payment app company should provide better services like
private app companies.
3. Payment app companies should add safety and security features so that it
minimizes its risk
4. Payment app companies should promote their services through various media
5. Payment app companies should use discount and offers to make customer use
their services
6. Payment app companies should address issues like privacy and misuse of the
customer personal details through payment app services.
7. Linking aadhar card with the payment app should not be mandatory to gain
maximum customers
 41

CONCLUSION

The study was accomplished to explore consumer awareness,

perceptions and willingness to engage in using a smart phone to
replace the content of their physical wallets.Specifilcally the study
explored awareness,usage,likelihood of using smart phones for
completing the monetary transactions. With the increased penetration
of internet connectivity and smart phones has led to an increase in
the number of M-wallet users. M-wallet is getting more and trendier
among the consumers.

As per the findings of the study, M-wallet is getting popularity among

the young lots such as students and employees. Further the study also
explored which M-wallet gateway services is preferred by the
consumers.The study witnessed that paytm is leading among the other
wallet providers.When a user is making an online payment via M-
wallets,the respondents are affected by various assorted factors.The
main influencing factors has been identified as time, convenience,
security, loyality/reward points and discount deals etc.Making payment
through M- wallets can be a great benefit to the users in terms of
convenience,saving time and money.One of the prime obstacle is
security issues,due to which the users gets anxious about his or her
confidential information which may get disclosed. Therefore the M-
wallet providers need to understand and meet or even exceed towards
the users trust expectations.This includes not only addressing security
amd privacy concerns but also safeguarding the backup mechanism
if the phone is lost or stolen.
 42

BIBLIOGRAPHY

 Bessant, J., Lamming, R., Noke, H., and Phillips, W. (2005)

Managing Innovation Beyond The Steady State, Technovation,
25(12), 1366-76
 Balan, R., Ramasubbu, N., Tayi, G. (2006) Digital Wallet:
Requirements and Challenges. Available:
https://apollo.smu.edu.sg/papers/digitalwallet_case.pdf
 Lin, H., Wang, Y., An examination of the determinants of
customer loyalty in mobile commerce contexts, Information and
Management, vol. 43, no. 3, pp. 271-282, 2016
 Shwetu Kumar, Vijay Yadav, Atiqu-Ur-Rahman, Aditi Bansal
(2014), “A study onPaytm” Guru Gobind Singh Indraprastha
University, Delhi
 FE Bureau (2017), “Transfer funds from Paytm wallet to
Mobikwik or PayZapp or even bank account soon; here is what is
on agenda”,
 PayZapp or even bank account soon; here is what is on agenda”,
 https://www.slideshare.net/vijay7o/paytm?next_slideshow
 https://www.marketing91.com/swot-analysis-paytm/
 43

ANNEXURE
QUESTIONNAIRE

1 GENDER
 FEMALE
 MALE
 PREFER NOT TO SAY
2 AGE
 BELOW 18
 18-30
 30-50
 50-60
 ABOVE 60
3 OCCUPATION
 SELF EMPLOYED
 RETIRED
 STUDENTS
 PRIVATE
 PUBLIC SECTOR
4 OWN A SMARTPHONE
 YES
 NO
5 DO YOU THINK THAT USING ONLINE PAYMENTAPP CAN OFFER
YOU A WIDER RANGE OF BANKING SERVICES AND PAYMENT
OPTION
 YES
 NO
 MAYBE
6 WHICH APP DO YOU MOSTLY USE FOR E- PAYMENT
 PAYTM
 GOOGLE PAY
 MOBIKWIK
 OTHER
 44

7 ARE YOU SATISFIED WITH THE SERVICE OF APP

 YES
 NO
 NOT SURE
8 RISK OF USING PAYMENT APP
 YES
 NO
 DON’T KNOW
9 IS THIS APP COMFORTABLE AND USER FRIENDLY
 AGREE
 DISAGREE
 NETURAL
10 SINCE HOW LONG ARE YOU USING THIS APP
 LESS THAN 1 YEAR
 1-5 YEAR
 MORE THAN 5 YEAR
11 HOW GOOD IS PRIVATE PAYMENT APP SERVICES THAN
GOVERNMENT APP SERVICE
 YES
 NO
 DONT KNOW
12 DO YOU GET ANY DISCOUNT OFFERS
 YES
 NO
 DON’T KNOW
13 ARE YOU SATISFIED WITH THE SERVICE PROVIDED BY
PAYTM/BHIM/GOOGLE PAY
 YES
 NO
 DON’T KNOW
 45

14 ARE YOU SATISFIED WITH THE SPEED OF TRANSACTION

 YES
 NO
 DON’T KNOW
15 PREFERENCE TOWARDS USING M-WALLETS FOR COMPLETING
THE FOLLOWING TRANSACTIONS
 RECHARGE AND MONEY TRANSFER
 UTILITY BILL PAYMENTS
 FOOD/MOVIE TICKETS
 ONLINE SHOPPING
 OTHER
LINK TO QUESTIONNAIRE

https://docs.google.com/forms/d/e/1FAIpQLSeEmtwdreoztdqjykgQyRO-
PLTkzl3vqKm6oOGxVH6RVEy56A/viewform?usp=sf_link