Professional Documents
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MAJOR PROJECT ON
“A STUDY OF CUSTOMER PERCEPTION
SUBMITTED BY
SUNIL VERMA
ENROLLMENT NO. 02091101718
DECLARATION
I, Sunil Verma, roll no. 02091101718 student of BBA of SRI GURU TEGH
BAHADUR INSTITUTE OF MANAGEMNT AND INFORMATION
TECHNOLOGY, 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. SUPREET KAUR
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.
...........................................
Enrolment no.
02091101718
3
CERTIFICATE
This is to certify that SUNIL VERMA, 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 fulfillment of BBA degree under Guru Gobind
Singh Indraprastha University for the year (2018-2021).
….……………………………….....
……………………………………..
Signature of Guide
...........………………………………
SUNIL VERMA
Date:
4
ACKNOWLEDGEMENT
……………………………………
Enrolment no.
02091101718
5
CONTENTS
1 CHAPTER 1: 6-17
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: 18-36
PROFILE OF ORGANIZATION
3. CHAPTER 3: 37-51
ANALYSIS AND INTERPRETATION OF DATA
4. CHAPTER 4: 52-59
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
7
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
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/
8
Debit card,
Physical credit card, Virtual
Bank M-wallet
Money Money
account
STEPS
1) ADD PHYSICAL MONEY TO YOU BANK ACCOUNT
2) WITH TH HELP OF A BANK ACCOUNT,DEBIT CARD,CREDIT CARD
ADD MONEY TO THE M WALLET
3) NOW YOUR MONEY WILL BE DEDUCTED FROM YOUR RESPECTIVE
MODE AND IT WILL BE ADDED TO THE WALLET AS VIRTUAL
MONEY
9
Mobile wallets
in INDIA
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
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
1.2OBJECTIVES
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.
TYPE OF RESEARCH:
In this project “Descriptive research” has been used.
SAMPLE SIZE: For this Project, sample size has been taken 100.
CHAPTER 2 –
PROFILE OF ORGANISATION
1. PAYTM
FUNDING
In March 2015, Indian industrialist Rattan Tata made personal investment in
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.
20
D.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.
E.LANDLINE BILLS:
Paytm enables the user to make Landline bill payment effortlessly of Airtel
landline, Connect Broadband, MTS Landline, Reliance Landline on few easy
clicks.
F.GAS:
One can enjoy the benefit of paying gas bills from anywhere and anytime of
Adani Gas limited, Mahanagar Gas-Mumbai, Siti Energy Ltd.
G.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.
H.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.
22
I.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.
J.METRO:
One can recharge their metro cards via Paytm and it is associated with Delhi
metro and Mumbai Metro.
K.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
the comfort of their home using Paytm over mobile phone or desktop in few
easy clicks.
L.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.
M.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
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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.
N.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
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2. GOOGLE PAY
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
25
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.
E.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
27
3. MOBIKWIK
Mobikwik Started in 2009, The Mobikwik Wallet claims to enable users to pay
in a flash for their recurring mobile recharge, bill payments and online
purchases on popular e-commerce websites (apps). The user can make
payments using mobikwik for eBay, Snap deal, Shopclues, MakeMyTrip, red
Bus, BookMyShow, Domino’s Pizza, Fashion and you, American Swan,
Abhibus, Purplle, HomeShop18, Naaptol, Pepperfry, Yepme and Infibeam
FUNDING
Mobikwik raised $5 million funding from a US-based firm in 2013 and is
expected to get another $30 million in the upcoming year.
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E.GAS:
One can enjoy the benefit of paying gas bills from anywhere and anytime of
Indraprastha Gas, Mahanagar Gas Ltd, Gujarat Gas company Ltd.
F.LIFE INSURANCE:
One can pay their life insurance premium of Birla Sun Life Insurance, ICICI
Prudential Life Insurance and Tata AIA Life Insurance.
G.WATER BILL:
Mobikwik enables the user to pay water bill of Bangalore water supply
(BWSSB).
H.TRANSFER MONEY:
Mobikwik’s money transfer features the quickest and easiest mode of
electronic fund transfer, which enables the users to transfer money from
anywhere and at anytime. One can transfer cash from one wallet to the other
wallet and also transfer cash from its wallet to Bank account
30
4. OXIGEN
Oxigen is one of the oldest players in the payment market while the
company jumped into the mobile wallet space just last year. With its service,
people can share money with their friends and family. It allows the users to use
their wallet to recharge their mobile phones, pay bills and shop across a
large number of online merchants
In the year 2015, Oxigen has processed over 2 billion transactions till date. It
process the payment transactions on a single click ,which includes Prepaid,
Postpaid & Subscription based services like Mobile Money Transfer,
Recharges, Bill Payments, Ticketing and Subscriptions for all leading service
providers across a wide spectrum of industries, like, Telecom, Direct to home
TV, Internet Broadband, Travel (Railways/Airlines/Bus), Cinema/Movie
Tickets, Utility Bill Payments, Gaming, Music & Movie downloads etc
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FUNDING
It was started in 2004 with a seed capital of Rs 4 crore. In 2006, Citi bank
invested in their company and in 2008, they got the funds from Microsoft
Ventures. Approximately, they got around $50 billion investment from these
two companies.
5. FREECHARGE
FUNDING
Freecharge started its online service after getting seed funding from Tandon
Group and Sequoia capital in 2010, the company secured a funding of INR
200 Million from sequoia capital in 2011. In 2011, Freecharge was named one
of the most promising technology startups from India by Pluggd.in. On 1
September 2014 Freecharge received $33 million from sequoia capital,
Sofina and Ru-Net. On 6 February, Freecharge further raised $80 million from
Hong- Kong based fund Tybourne Capital Management and SF-based fund
Valiant Capital Management and existing investors
33
E.LANDLINE:
Freecharge enables the user to make Landline bill payment effortlessly of Airtel
landline, BSNL landline, MTNL Delhi on few easy clicks.
F.GAS:
One can enjoy the benefit of paying gas bills from anywhere and anytime of
Indraprastha Gas, Mahanagar Gas Ltd.
G.METRO:
One can recharge their Mumbai metro cards via Freecharge
35
STRENGTH
a) Convenience options: Paytm is an epitome of convenience since it is
operational round the clock and facilitates easy payment or transfer of
funds anytime, anywhere
b) Bucket of services: Most of what one desires to do online can be done
through Paytm. & has online reservation facilities, online retail, and
online recharge
c) Lot of Promotional offers are more popular among the people
d) Digitization and demonetization
WEAKNESS
a) In remote locations or even tier 2 towns lack of good Internet bandwidth
and speed
b) Lack of IT infrastructure
c) Most users are unaware of what Paytm can do for them and confused
about use of app
d) Most Indians are used to transacting on cash and are yet to get used to
being used to cashless transactions
e) Poor customer service.
OPPORTUNITIES
a) Growing demand for Marketers/ Sellers: With growing technology usage
people prefer to make most payments from the convenience of their
homes
b) Demonetization
c) The surge in the number of working professionals and busy schedule
THREAT
a) Competition: With lowered barriers to entry
b) Growing concerns about safety
37
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
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
38
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%
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%)
40
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
41
FIGURE NO.5
MAYBE
20%
NO YES
10%
YES NO
70%
MAYBE
FIGURE NO.6
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%
43
FIGURE NO.7
10%
8%
AGREE
DISAGREE
NOT SURE
82%
FIGURE NO.8
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
45
FIGURE NO.9
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
46
FIGURE NO.10
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
47
FIGURE NO.11
15%
6%
YES
NO
79% DON’T KNOW
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
49
FIGURE NO.13
8%
9%
YES
NO
FIGURE NO.14
6%
7%
YES
NO
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
51
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
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
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
53
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
54
CONCLUSION
BIBLIOGRAPHY
BOOKS
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”,
URLS
https://www.slideshare.net/vijay7o/paytm?next_slideshow
https://www.marketing91.com/swot-analysis-paytm/
https://paytm.com/
https://www.mobikwik.com/
https://www.oxigenwallet.com/about-oxigen-wallet
56
http://www.nfcworld.com/2016/03/14/343274/nielsen-reports-on-
mobile-wallet- market- in- india/ http://growthpraxis.com/report-
on- indian-mobile-payments/
http://www.techsciresearch.com/news/453- india- mobile-wallet-
market-to-reach-us-6-6-billion- by-2020.html
http://tech.firstpost.com/news-analysis/sam-pitroda-promises-
digital-wallet- in-mobiles- 15728.html
http://www.citruspay.com/about- us.html
https://www.freecharge.in/
MAGAZINE
Business Today-14 Feb 2019
57
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
58
LINK TO QUESTIONNAIRE
https://docs.google.com/forms/d/e/1FAIpQLSeEmtwdreoztdqjykgQyRO-
PLTkzl3vqKm6oOGxVH6RVEy56A/viewform?usp=sf_link