A STUDY REPORT ON CONSUMER BEHAVIOR IN FLIPKART

Dissertation submitted in partial fulfilment of the requirements for the award of the degree of BBA.

BACHELOR OF BUSINESS ADMINISTRATION

OF BANGALORE UNIVERSITY 2020-2023

PT Mohammed Fahim

20SBC26026

Under the guidance of

Lakshmipathi S

Assistant Professor

ADMINISTRATIVE MANAGEMENT COLLEGE 18th KM, AMC CAMPUS, BANNERGHATTA MAIN ROAD,
BENGALURU. Bangalore University 2023
 TABLE OF CONTENT

Si.no Content Page.no

1 Front page 1
2 Table of content 2
3 College letter head 3
4 Declaration 4
5 Certificate 5
6 Chapter 1- 6-15
Introduction
7 Chapter 2- 16-29
Research Design
8 Chapter 3- Data 30-43
analyses and
interpretation
9 Chapter 4- 44-55
Summary of
findings,
suggestion and
conclusion
 College letter head
Department of Commerce

This is to certify that MR. PT mohammed fahim bearing Reg.no 20SBC26026

has successfully completed the project entitled “A Study report on online
payment method among college students ” under the guidance of
Lakshmipathi S, as the partial fulfilment of the requirements for the award of
BBA under Bangalore University for the Academic year 2022-2023.

Lakshmipathi.S PT Mohammed fahim

Assistant professor

3
 Declaration

I hereby declare that “Study report on Flipkart” is the result of the project
work carried out by me under the guidance of Lakshmipathi S, in partial
fulfilment for the award of Bachelor of Business Administration(BBA) by
Bangalore University.
I also declare that this project is the outcome of my own efforts and that it has
not been submitted to any other University or Institute for the award of any
degree or diploma or certificate.

Place: Bangalore Student: PT Mohammed fahim

Date:04/02/2023
Reg. No: 20SBC26026

4
 CERTIFICATE

This is to certify that the dissertation titled “The Study report on customer
satisfaction on Flipkart”,
is an original work of MS P. Rumana Roohi, bearing registration number
20SBC26026 and
is being submitted in partial fulfilment for the award of the Bachelor of
Business
Administration (BBA) of Bangalore University. The report has not been
submitted earlier either to this University or Institution for the fulfilment of the
requirement of a course of study.

Lakshmipathi S PT Mohammed fahim

Assistant professor
Date: 04/02/2023

5
 CHAPTER – 1
INTRODUCTION

6
1.1 INTRODUCTION
1. Introduction

E-payment system is increasingly becoming a mode of payment in today’s world. This is due

to its efficiency, convenience and timeliness. This system facilitates the acceptance of

electronic payment for online transactions. Epayment have become popular due to the

widespread use of the internet based shopping and banking. Cashless payments for monetary

transactions can be done through E-payment. India has seen a phenomenal increase in the

number of E-payment users. It helps in carrying out transactions in a quick and easy way.

Despite the use of money as a medium for the exchange of goods and services,

E-payment has been a convenient mode of exchanging goods and services. E-payment

systems were not introduced to replace cash but as an alternative to cash. There are many

methods available for making online payment and students are also making payment through

e-payment rather than cash payments as it is easy to carry out transactions online.

Students usually make mobile payments for e-payment as most of them are carrying their

mobile phones often and it is the most suitable mode for them to make payment. The

education system is also moving towards online payment and every transactions is being

carried out online. Many online payment modes are available which enables simple and fast

payments. This payment method is available for all devices (mobile phones and computer),

irrespective of the operating system and web browser. Google pay, Amazon pay, Paytm and

Phonepe are some of the popular mobile payments app in India. The free apps allows you to

send and receive money and also pay utilities bills on the go.

7
E-payment

Electronic payment also known as e-payment is a system that permits online payment

between parties using an electronic substitute of a financial tender.

E-payment systems have become increasingly popular due to the widespread use of the

internet based shopping and banking. There are numerous different payment systems

available for online transactions. These include the traditional credit, debit, and other cards

also new technologies such as digital wallets, ecash and mobile payments.

Digital Payment

Digital payment has become one of the famous and modern technology which is widely used

in this current period. This is the best alternative to avoid any obstacle regarding payments

and all the other activities like the shopping, recharge, and other wallet payments. Internet is

a very important source of life in this modern era in order to survive modernization along

with digital payment is necessary. Digital payments are now done through digital wallets also

known as “e-wallet” that allows one party to make to make electronic transactions with

another party bartering digital currency units for goods and services. There are mainly three

types of digital wallets and they are closed wallet, semi-closed wallet, and open wallet.

New Era in Digital Wallets

Amazon pay, Paytm, PhonePe and Google pay are digital wallet platforms and online

payment system developed by Amazon, Vijay Shekhar Sharma and Sameer Nigam and by

Google to power in-app and tap-to-pay purchases on mobile devices, enabling users to make

payments with Android phones, tablets or watches. To use these you will need NFC- enabled

Android device running Lollipop 5.0 or higher for in-store purchases.

8
History

Amazon Pay: Amazon Pay is an online payments processing service that is owned by

Amazon, launched in 2007. Amazon Pay uses the consumer base of Amazon.com and

focuses on giving users the option to pay with their Amazon accounts on external merchant

websites. Amazon has pulled the curtains on its Flexible Payment Service (FPS) and

launched it in limited beta. FPS is not so much a consumer payment solution with heavy

marketing but more a payment platform that can be used by developers to build payment

solutions in the spirit of Amazon’s S3 storage product (e-Commerce enabler).

It offers send and receive money using credit card, bank account, or Amazon

Payments balance transfer as payment methods. It also create “Payment Instructions” to

define conditions and constraints desired for a given transaction, and programmatically obtain

payment authorizations or “tokens” that represent these Payment Instructions from

customers. It also execute one-time, multiple, or recurring payments on behalf of customers.

Aggregate micro-transactions into a single large transaction using Prepaid and Postpaid

capabilities. It has also build payment applications where you are neither the sender nor the

recipient of funds. You can build marketplace applications that enable the movement of

money between two third parties. We can also view account balances, transaction histories,

and transaction details on the Amazon Payments website. FPS has to be integrated into a

shopping cart to be available to buyers as a payment option and as such it does not compete

against other payment modes. Amazon is one of the strongest online brands with immediate

trust and millions of registered users that have probably successfully bought something on

Amazon without worry. As a payment platform, however, Amazon has taken a leadership

role with FPS. We are likely to see new business models emerge and niche payment problems

solved in particular micro-payments.

9
Paytm: Paytm was founded in August 2010 with an initial investment of $2 million by its

founder Vijay Sharma in Noida, a region adjacent to India’s capital New Delhi. It started off

as a prepaid mobile and DTH recharge platform, and later added data card, postpaid mobile

and landline bill payments in 2013.

By January 2014, the company had launched the Patym wallet, which the Indian Railways

and Uber added as a payment option. It launched into e-commerce with online deals and bus

ticketing. In 2015, it unveiled more use-cases like education fees, metro recharges, electricity,

gas, and water bill payments. It also started powering the payment gateway for Indian

Railways.

In 2016, Paytm launched movies, events, and amusement parks ticketing as well as flight

ticket bookings and Paytm QR. Later that year, it launched rail bookings and gift cards.

Paytm’s registered user base grew from 11.8 million in August 2014 to 104 million in August

2015. Its travel business crossed $500 million in annualized GMV run rate, with 2 million

tickets booked per month.

In 2017, Paytm became India’s first payment app to cross over 100 million app downloads.

The same year it launched Patym Gold, a product that allowed users to buy as little as Rs1 of

pure gold online. It also launched Paytm Payments Bank and ‘inbox’, a messaging platform

with in-chat payments among other products. By 2018, it started allowing merchants to track

their payments and day-to-day settlements instantly. This led its merchant base to grow to

more than 7 million by March 2018.

10
The company launched two new wealth management products – Paytm Gold Savings Plan

and Gold Gifting to simplify long-term savings. In January 2018, Paytm entered into a joint

venture with Alibaba Group-owned gaming company AGTech Holdings to launch

Gamepind, a mobile gaming platform. Gamepind was later rebranded as Paytm First Games

in June 2019.

In March 2018, Paytm Money was setup with an investment of 9 crore to bring investment

and wealth management products for Indians. In March 2019, Paytm launched a subscription

based loyalty program called Paytm First.

In May 2019, Paytm partnered with Citibank to launch Paytm First credit card.

In July 2020, Tata Starbucks partnered with Paytm allowing its customers to order food

online during a coronavirus (COVID-19) pandemic.

PhonePe: FxMart received its license to operate on 26 August 2014. PhonePe was

incorporated in December 2015. In April 2016, the company was acquired by Flipkart. And

as a part of the Flipkart acquisition, the FxMart license was transferred to PhonPe and it was

rebranded as the PhonePe wallet. PhonepPe’s founder Sameer Nigam was appointed as the

CEO of the company.

In August 2016, the company partnered with Yes Bank to launch a UPI-based mobile

payment app, based on the government-backed UPI platform.

Within 3 months of launch, the app was downloaded by over 10 million users. In 2018,

PhonePe also became the fastest Indian payment app to get a 50 million badge on the Google

play store. The PhonePe app overtook BHIM to emerge as the market leader in UPI

transactions in August 2017.

11
Google Pay: originally launched as Android Pay, the service was released at Google 2015.

Android Pay was a successor to and built on the base established by Google Wallet which

was released in 2011. It also used technology from the carrier-backed Soft card. Google had

acquired its intellectual property in February 2015. At launch, the service was compatible

with 70% merchants. Google Wallet still powered web-based Play Store purchases and some

app-based peer-to-peer payments, for instance in Gmail.

In 2016, Google began a public trial in Silicon Valley of a related mobile app called Hands

Free. In this system, the customer does not need to present a phone or card. Instead a

customer announces they wish to “pay with google” and give their initials to the cashier, who

verifies their identity with a photo previously uploaded to the system. The customer’s phone

will only authorize payment if its geographic location system indicates it is near a

participating store.

On September 18 2017, Google launched an UPI-based app Tez in India. On August 28 2018,

Google rebranded Tez to Google Pay.

On January 8 2018, Google announced that Google Wallet would be merged into Android

pay, with the services as a whole rebranded as Google Pay. This merger extends the platform

into web-based payments integrated into other Google and third-party services. The

rebranding began to roll out as an update to the Android Pay app on February 20, 2018. The

app was given an updated design and now displays a personalized list of nearby stores which

support Google Pay.

On December 21 2018, Google Payment, obtained an e-money license in Lithuania – the

license will Google to process payments, issues money, and handle electronic money wallets

in the EU.

12
Advantages and Disadvantages of using E-payment

E-payment is something that allows people to pay for things through their phones, rather than

through a credit card or cash. Advantages and Disadvantages of the application are listed

below.

Advantages

• Faster to pay for things

• Very secure

• Eliminates the need for some to carry around a wallet

• Easy to use

• Free to use.

Disadvantages

• Having virtual money source may encourage people to spend more than they have.

• One would have to take his or her phone out more often to pay for things

• People are more likely to glance over and steal your pin number

• It’s not usable at every single store

• It doesn’t work with some credit cards.

13
 CHSPTER – 2
RESEARCH DESIGN

14
2.1 Nature of the study

The study is descriptive as well as analytical in nature.

2.2 Nature of Data

Both primary and secondary data are collected for the purpose of the study.

2.3 Sources of Data

1. Primary Data: It is the original data collected from the respondents.

This was collected through questionnaire.

2. Secondary Data: It includes both internal and external sources. Internal data are not

included in this project as it is the data that are available from the organization, while external

were magazines, textbooks from websites etc.

2.4 Sample Design

Nature of Population

The population is finite.

Sample Size

The sample size of the study is 60 respondents.

Sample Unit

15
Each and every students of Christ College.

Sample Method

Convenience sampling

2.5 Tools for Analysis

• Pre-structured questionnaire is used for data collection.

• Percentage and comparative analysis has been used.

• Tables, charts and diagrams are used for presentations.

2.6 REVIEW OF LITRATURE

Review of literature mainly focuses on previous studies conducted on online payment

methods among college students. This will help in avoiding duplication and also expand the

understanding of the business project. It helps to know the background of our topic.

Empirical Literature

Ahuja & Joshi (2018) have studied about the customer perception concerning Mobile

wallets. In this study they examined that the factors exploration technique is used to classify

the factors which influence customer opinion towards Mobile wallets. The study has been

conducted about the different types of mobile wallets in India. The data is collected from both

secondary data and primary data.

Singh & Gupta (2016) they have conducted a study to identify various factors influence on

the adoption of mobile wallet payment among customers. They considered the various

variables for the study are Convenience, Trust, Security, and Adaptability which have an

impact on the satisfaction of mobile wallet usage. The study was conducted in the kurali city,

16
District of Punjab. Person’s Correlation Analysis was to investigate the relationship between

the different basic varables of the study. The study findings show that mobile wallets are

considerd as the futures of cash.

Meuthia (2015) the study has been investigated that empirically the experiences of user’s

satisfaction on e-money adoption in Indonesia. In this study the trust was considered as an

important factor for e-money adopt, and at the time of promotes the system quality and

participation. The data was collected from 117 e-money respondents in Indonesia. The result

shows that user’s satisfaction is determined

based on system quality and participation of users. The research proposed that trust factors

have high level followed by others stimulants variables. The study concluded that trust and

distrust were strongly influenced the level of user’s satisfaction on e-money adoption in

Indonesia.

Doan (2014) he conducted a study to understand consumer adoption on mobile wallets in

Finland area. This research was designed in a quantitative method using questionnaire which

was sent to potential respondents in Finland. The study measures the market condition of

mobile wallets users. The study findings reveal that the usage of mobile wallet is only in the

initial stage and respondents are showing positive attitudes towards usage of mobile wallets.

Research concluded that the trust factor reveals the positive or negative impact on adoption of

user, depending on the user satisfaction and user’s situation.

17
Dustin Odom Odom et al (2014) in his comparative study of smartphone users perception

and preference towards mobile payment methods in the US and Korea, as the smartphone

adoption rate increases, Smartphone users pay more attention to mobile payment. There are

several options for mobile payment but there is no dominate method. Proximity mobile

payment is the newest form of mobile payment. Security, cost, and convenience are three

main factors Smartphone users keep in mind when making a mobile payment. The paper

investigated Smartphone users perceptions and preferences toward mobile payment methods

in Korea and the USA. Smartphone users have a willingness to pay more for a secure mobile

payment transaction, even though Korean users have more experience in the mobile payment

frequency. Among the three factors, mobile security is the factor of strongest influence on

mobile payment frequency in both countries.

David Boldt et al (2011) in his survey conducted on payment methods and practices among

college students, the results of the survey that they developed was to introduce students to

these and other changes in payment technologies. The survey can be used to encourage more

discussion when history of money, types of money, or monetary aggregates are introduced.

Technological innovations have changed the way we pay for goods and services. While cash

and cheques are still popular, the degree to which we use paper-based payment methods is

steadily declining. Most notably, in the last few years we have begun to rely heavily on

electronic payment options including credit and debit cards, online bill payments, and e-

money. Near field communication technology, such as cell phones, appears to be the next big

step big step in this rapidly changing filed.

Palaka et al. (2010) presented a model for peer to peer e-commerce transactions with

decentralized approach focusing on the reliability issues of centralized payment systems

offered by Internet e-commerce websites such as e-bay and Amazon. They argued that a

18
centralized architecture though more secure, was prone to disaster amidst a single point of

failure. It also posed problems of bandwidth thereby limiting their scalability.

Cobb (2004) according to him the value of electronic payment was way beyond the

immediate convenience and safety of cards, contributing to a great extent to the overall

economic development. Lee et al. (2004) in his study said that since digital money could

trace double spending, and double spending protects content by exposing the double

spender’s identity, digital cash was a fool proof way of guarding against illegal redistribution

of intellectual property and materials.

Humphery et al. (2001) in his research concluded that the introduction and use of electronic

payment instruments held the promise of broad benefit to both business and consumers in the

form of reduced costs, greater convenience and more secure, reliable means of payment and

settlement for a potentially vast range of goods and services offered worldwide over the

internet or other electronic networks.

2.7 Statement of the problem

Youth is shifting towards enthusiasm, energy, education, enjoyment. They should not take

enjoyment as first and rest of the things as last. Now a day’s most of the students consider

vital things as first and enjoyment as last due to awareness, Technology up-date, Education

and Socio-Cultural groups. This study has been conducted in order to understand how the

online payments have found a way in to the world of youth. The youth is the future, therefore

the decisions they make today affects tomorrow.

2.8 Significance of the study

19
The traditional methods of payment have now been replaced by e-payment mechanism

because of its wide use. It is used in many areas like shopping, movie ticket booking, fee

payment, mobile recharging, bill payment etc. All these uses attract students as their day to

day activities gets more improved and a lot easier. A lot of technological advancements have

been taking place in the field of payment. So it is very useful to know about the new trends

and advancements in payment mechanism. It is also important that the young generation are

aware about these new trends. It is also necessary to study about different methods of E-

payment so that we can have an idea about E-payment system.

2.9 Scope of the study

The study is focused on use of online payment methods among Christ college students. It is

highly relevant topic in present scenario. Students with e-payment apps set up on their mobile

phones will present the phones to near field communication enabled readers on campus to

complete transactions. This study mainly emphasized on college students, their use,

acceptance and satisfaction.

2.10 Objectives of the study

• To analyze the attitude of youngsters towards e-payment system.

• To understand the useage, acceptance and satisfaction level of e-payment among students.

• To identify whether there is an ease of payment among the users.

• To analyze the various categories and potential uses of e-payment mechanism.

2.11 Limitations of the study

• The sample size and spectrum of respondents is limited.

20
• Samples taken may be biased.

• The study is limited to Christ College students only.

• Due to COVID 19 pandemic, direct data collection was not possible

CHAPTER – 3
DATA ANALYSIS
AND
INTERPRETATION

21
Data Analysis and Interpretation

Data analysis is a process for obtaining raw data and converting it into information useful for

decision making by user.

Table 4.1: Showing Respondent’s Gender.

Gender No. of Respondents Percentage
Male 23 38%
Female 37 62%
Total 60 100%

Source: Primary data

The table and graph shows the gender classification of respondent 38% of respondents are

male and also seen that 62% of respondents are female.

Chart 4.1: Chart showing Respondent’s Gender.

22
 38%

Male
Female

62%

Table 4.2: Table Showing Awareness about Functionality of Ewallets.

Rate of Awareness No. of Respondents Percentage

Aware 40 67%

Partially Aware 16 27%

Fully Aware 3 5%

Not Aware 1 1%

Total 60 100%

Source: Primary data

From the table and data, it shows the awareness level about the functionality of E-wallets.

Here 67% of the persons are aware about its functionality and 27% of them are partially

aware, 5% of them are fully aware, at last 1% are not at all aware about E-wallets

functionality. Chart 4.2: Chart showing Rate of Awareness about Functionality of

23
E-wallets.

Fully Aware Not Aware

5% 1%

Partially Aware
27%

Aware
67%

Aware Partially Aware Fully Aware Not Aware

Table 4.3: Table Showing Preference among E-wallets.

E-wallets No. of Respondents Percentage

Google Pay 50 83%

Phone Pay 5 8%

Paytm 4 7%

Amazon Pay 1 2%

Total 60 100%

Source: Primary data

In the Table and Figure it is understandable that 83% of respondents prefer Google pay, 8%

prefer Phone Pay, 7% prefer Paytm and the least preferred app is Amazon Pay with 2%.

Chart 4.3: Chart Showing Preference among E-wallets.

24
 4 2%

3 7%

2 8%

1 83%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Table 4.4: Table showing Source of Information about E-wallets.

Source of Information No. of Respondents Percentage

Friends 37 62%

Social Media 13 22%

Advertisements 9 15%

Magazine/Television 1 1%

Total 60 100%

Source: Primary data

From the table and figure more than half of the respondents got the information about e-

wallets from their friends 62%. Social Media has a role in 22% of respondents, 15% from

Advertisements and the remaining 1% got information from Magazines/Television.

25
Chart 4.4: Chart Showing Source of Information about E-wallets.

70% 62%
60%
50%
40%
30%
22%
20%
15%
10%
0%
1%
Friends
Social Media
Advertisements
Magazine/Television

Table 4.5: Table showing Use of E-wallets for Financial Transactions.

Useful or not No. of Respondents Percentage

Yes 55 92%

No 5 8%

Total 60 100%

Source: Primary data

From the data it is understandable that 92% of the respondent’s use Ewallets for financial

transactions and the remaining 8% do not use them for financial transactions.

Chart 4.5: Chart showing Use of E-wallets for Financial Transactions.

26
 8%

Yes
No

92%

Table 4.6: Table showing reason for use of E-wallets over other mode of payment.

Reasons No. of Respondents Percentage

Ease of use 39 65%

Time saving 16 27%

Security 3 5%

Wide acceptability 2 3%

Total 60 100%

Source: Primary data

From the above data it is clear that people prefer something which is ease of use. The data

shows 27% looks for time saving, 5% looks for security and 3% for wide acceptability

respectively.

27
Chart 4.6: Chart showing reason for use of E-wallet over other modes of payment.

Wide acceptability 3%

Security 5%
REASONS

Time saving 27%

Ease of use 65%

0% 10% 20% 30% 40% 50% 60% 70%

PERCENTAGE

Table 4.7: Table showing convenient device for using E-wallets.

Devices No. of Respondents Percentage

Smart phone 52 87%

Computer 1 1%

All of the above 7 12%

Total 60 100%

Source: Primary data

From the table and figure 87% of the respondents prefer smartphones in order to use E-

wallets while 12% prefer both smartphone and computer, only 1% prefer computer alone in

order to use E-wallets.

Chart 4.7: Chart showing convenient device for using E-wallets.

28
 All of the above,
12%
Computer, 1%

Smart phone, 87%

Table 4.8: Table showing consideration of E-wallets against other methods.

Considerations No. of Respondents Percentage

Quick Transfer 46 77%

Alternate choice 8 13%

Exciting rewards 6 10%

More secure 0 0%

Total 60 100%

Source: Primary data

From the table and figure, it is understandable that 77% of respondents consider E-wallets for

quick transfer, 13% consider it as an alternate choice and 10% for receiving exciting rewards.

Chart 4.8: Chart showing consideration of E-wallets against other payment methods.

29
 90%

80%
77%
70%

60%

50% Quick transfer

Alternate choice
40%
Exciting rewards
30%

20%
13%
10% 10%

0%
0 0.5 1 1.5 2 2.5 3 3.5

Table 4.9: Table showing purpose of using E-wallets.

Purpose No. of respondents Percentage

Money transfer 8 13%

Recharge 3 5%

Utility and Bill payment 0 0%

All of the above 49 82%

Total 60 100%

Source: Primary data

Both the table and figure makes us aware that most of the respondents use E-wallets for all

these uses mentioned above. E-wallet is an all in one wallet.

Chart 4.9: Chart showing purpose of using E-wallets.

30
 90%
80% 82%

70%
60%
50%
40%
30%
20%
10% 13%
0% 5%
0%
Utility and
Recharge
Bill Money
payment transfer All of the
above

Table 4.10: Table showing things to keep in mind while using Ewallets.

Things to keep in mind No. of respondents Percentage

Rewards 27 45%

Cash back 15 25%

Premium offers 10 17%

Available discounts 8 13%

Total 60 100%

Source: Primary data

From the data, we can understand that 45% of the respondents looks for rewards, 25% looks

for cash back, 17% looks for premium offers and 13% looks for discounts available which is

the least of them.

Chart 4.10: Chart showing things to keep in mind while using Ewallet.

31
 45%
40%
35%
30%
25% 45%
20%
15% 25%
10% 17%
13%
5%
0%
Rewards Cash back Premium offers Available
discounts

Table 4.11: Table showing E-wallets usage.

Times used No. of respondents Percentage

Only once 5 8%

5-10 times 15 25%

10-15 times 4 7%

More than 15 times 36 60%

Total 60 100%

Source: Primary data

32
The table and chart shows the times that the respondents have used Ewallets.

About 60% of them have used more than 15 times and the remaining have used

10-15times, 5-10 times. Every respondents have used E-wallets more than once.

Chart 4.11: Chart showing E-wallets usage.

70%

60%
60%

50%

40%

30%
25%

20%

10% 7% 8%

0%
more than 15 times 10-15 times 5-10 times only once

Table 4.12: Table showing response to how often do they use Ewallets.

Recurrence No. of Respondents Percentage

Daily 6 10%

Weekly 23 38%

Monthly 26 44%

Yearly 5 8%

Total 60 100%

Source: Primary data

33
In the table and chart about 44% of them use E-wallets monthly, 38% of them use it weekly

and 10% use it daily, at last 8% uses it once in a year.

Chart 4.12: Chart showing response to how often do they use Ewallets.

Yearly 8%

Daily 10%

Weekly
38%

Monthly
44%
0%
10%
20%
30%
40%
50%

Table 4.13: Table showing presence of obstacles while using Ewallets.

Yes or No No. of Respondents Percentage

Yes 36 60%

No 24 40%

Total 60 100%

Source: Primary data

From the above data, 40% of the respondents says that there is no obstacles while the

remaining 60% of them says there is an obstacle while using Ewallets.

Chart 4.13: Chart showing presence of obstacles while using Ewallets.

34
 40%

60%

yes no

Table 4.14: Table showing obstacles faced while using E-wallets.

Obstacles No. of Respondents Percentage

Security of mobile payment 23 38%

Too much time consuming to set up 8 13%

Involves danger of losing money 19 32%

Cannot be used for international transaction 10 17%

Total 60 100%

Source: Primary data

The data shows us that 59% of the people sees that it cannot be used for international

transaction, 19% is confused with the security of mobile payment, 16% fear of losing money

and 6% sees the setting up of E-wallets is time consuming.

35
Chart 4.14: Chart showing obstacles faced while using E-wallets.

Security of mobile
payment
19%
Cannot be used for
international
transaction Too much time
59% consuming to set
up
6%

Involves danger of
losing money
16%

Table 4.15: Table showing E-wallet as a useful mode of payment.

Useful or Not No. of Respondents Percentage

Strongly disagree 1 2%

Disagree 3 5%

Neutral 12 20%

Agree 36 60%

Strongly agree 8 13%

Total 60 100%

Source: Primary data

36
From the table and figure it is understandable that 60% among the samples agree that E-

wallet is a useful mode of payment 13% strongly agree, 20% is in a neutral feedback, 5%

disagree and the remaining 2% strongly disagree.

Chart 4.15: Chart showing E-wallet as a useful mode of payment.

60%
60%
50%
40%
30% 20%
20% 13%
2% 5%
10%
0%
Strongly Disagree Neutral Agree Strongly
disagree agree

Table 4.16: Table showing attractive strategies of E-wallets.

Strategies No. of Respondents Percentage

Scratch card and cash back 23 39%

Diwali offer and Welcome 2021offer 5 8%

Chat option inside E-wallets 2 3%

All of the above 30 50%

Total 60 100%

Source: Primary data

37
From the data shown, 50% agrees that every options attract users, 39% thinks scratch card

and cashback is the main strategy, while 8% Diwali and welcome offer and 3% thinks chat

option inside E-wallets as the best strategy.

Chart 4.16: Chart showing attractive strategies of E-wallets.

60%

50%
50%

40%
39%

30%

20%

10%

8%
3%
0%
scratch card and cash back diwali offer and welcome chat option inside E- all of the above
2021 offer wallets

Table 4.17: Table showing whether E-wallets should be widely available in India.

Available or Not No. of Respondents Percentage

Yes 43 72%

No 2 3%

Maybe 15 25%

Total 60 100%

Source: Primary data

38
The above data shows that 72% of the respondents in the sample population prefers E-wallets

to be widely available in India, 25% thinks maybe it should be available and only 3% thinks

that it shouldn’t be widely available in India.

Chart 4.17: Chart showing whether E-wallets should be widely available in India.

25%

Yes
No
3%
Maybe

72%

Table 4.18: Table showing preference to continue using E-wallets.

Scale No. of Respondents Percentage

Very likely 20 33%

Likely 32 53%

Neutral 7 12%

Unlikely 0 0%

Very unlikely 1 2%

Total 60 100%

39
Source: Primary data

From the data it is clear that only 2% totally reject to continue using Ewallets, 12% of them

seems neutral, 33% of the respondents very likely continue using E-wallets and 53% likely to

continue using E-wallets.

Chart 4.18: Chart showing preference of continue using E-wallets.

very unlikely

[PERCENTAGE]

neutral 12%

likely 53%

very likely 33%

0% 10% 20% 30% 40% 50% 60%

Table 4.19: Table showing promotion of savings through E-wallets.

Promote or Not No. of Respondents Percentage

Yes, very much 10 17%

Up to a certain level 35 58%

Not at all 15 25%

Total 60 100%

40
Source: Primary data

The table and figure gives us an outline of whether E-wallets promote savings or not. Here

58% of the respondents says that it promotes savings up to a certain level, 25% says that it

does not promote savings at all and 17% of the respondents saves money using E-wallets.

Chart 4.19: Chart showing promotion of savings through E-wallets.

17%

Upto a certain level

Not at all
Yes, very much
25% 58%

Table 4.20: Table showing satisfaction with the security of their credentials.

Yes or No No. of Respondents Percentage

Yes 48 80%

No 12 20%

Total 60 100%

Source: Primary data

41
From the data it is clear that 80% of the respondents are satisfied with the security of their

credentials and the remaining 20% are not satisfied with the security of their credentials.

Chart 4.20: Chart showing satisfaction with the security of their credentials.

No
20%

Yes
80%

Table 4.21: Table showing whether the respondents will suggest E-wallets to others.

Scale No. of Respondents Percentage

Yes 48 80%

No 1 2%

Maybe 11 18%

Total 60 100%

Source: Primary data

42
From the data it is clear that 80% of the respondents in the sample population are interested in

sharing the information about E-wallets to their friends and others, 18% of them may or may

not refer it to their friends and only 2% does not like to refer about E-wallets to their friends

and others.

Chart 4.21: Chart showing whether the respondents will suggest E-wallets to others.

No
Maybe

Yes
Maybe
No

Yes

43
 CHAPTER – 4
FINDINGS, CONCLUSION
AND SUGGESTION

4.1 Findings

• Gender wise classification of respondents revealed that majority are female compared to the

opposite gender.

• All the respondents are students and therefore general questions are avoided.

44
• On the rate of awareness about the functionality of E-wallets only a small portion of them

are not aware, majority are aware and the remaining portion are partially and fully aware.

• From the study it is understandable that Google Pay have wide acceptability from the others

three E-wallets.

• Most of the respondents got the information about E-wallets from their friends, then only

social media, advertising and television/magazines also have a role.

• Each and every person who uses E-wallets has done financial transactions.

• In terms of E-wallets over other modes of payment some prefer E-wallets because of its

ease of use, some finds it is time saving and others prefer E-wallets because of its security

and wide acceptability.

• The study shows us that the best device for using E-wallets is smartphone about three-fourth

of them prefer smartphones and others prefer both smartphone and personal computer.

Therefore, the best device is smartphone.

• Another finding is that some people consider E-wallets because of its quick transfer, some

consider it as an alternative choice and some consider

E-wallets because of its exciting rewards and its security.

• Most of the E-wallets users use it for money transfer, recharge and utility and bill payment.

Very few people use it for any one of the above.

• The study makes us understand that users looks for rewards, cashback, premium offers and

discounts whenever they use E-wallets through their devices.

45
• The respondents have used E-wallets once in a while and most of them have used it for

more than 15 times , some of them have used it for 5-10 times and only a few of them have

used it for 10-15 times.

• It is understandable that majority of them uses it monthly and weekly and only a few of

them uses it daily and once in a year.

• About the obstacles in using E-wallets more than half of them says ‘Yes’ and the remaining

says ‘No’ even when they say ‘No’ they do have obstacles because in the next question each

and every person finds one as a hindrance while using E-wallets. Some of them finds it not

safe to financial transaction even though they find it safer than other payment modes. Some

of them are afraid of losing money through hackers, others say that it cannot be used for

international transactions and some say that too much time is taken to set up.

• It is clear from the study that only a few of them has rated E-wallets below neutral that

means most of them are satisfied with the E-wallets services.

• People find E-wallets as a very useful mode of payment since half of the respondents are

attracted to all of the strategic weapons introduced by E-wallets to attract users.

• The respondents support digital India as they support wide acceptability of E-wallets all

over India. They are interested in continuing using Ewallets.

• The respondents up to a certain level agree that it promote their savings and also they are

satisfied with the security of their credentials and also they would like to share information

with their friends who are not aware about this specific E-wallet service.

4.2 Suggestions

46
• E-wallets have to put more effort on making their wallet even more attractive by making it

more trustworthy to users.

• In the study, whenever students use E-wallets they look for new features like premium

offers and discounts and therefore new features can be introduced among them and more

students will be attracted to E-wallets.

• Among the students most of them supports E-wallet as a place for saving and therefore

savings scheme should be improved among all the Ewallets.

• India supports digital marketing and this is to spread E-wallets useage among shopkeepers

so that people can use E-wallets anywhere and they wouldn’t need to carry physical money

with them.

• Inorder to make the transactions more safe, fast and flexible the connection of banks with

these E-wallets need to be improved a lot.

• After the birth of Google pay everybody has shifted their e-wallet to Google pay as they

have more features, offers and rewards than the other wallets mentioned and therefore they

have to improve their features inorder to become a successful wallet.

Conclusion

47
The study was conducted to examine the various online payment methods among students.

The study was focused on Christ College (Autonomous) located at Irinjalakuda.

The E-payment or E-wallets adoption was much more than what we had anticipated at our

initial assumption. Many E-wallets like Paytm, Phonepe, Amazon Pay and Google pay were

introduced and got wide acceptability. Everyone who uses E-wallets are satisfied with their

services. From the data collected it is clear that none of them were unsatisfied with E-wallets,

also people find it as more secure than its competitors. But still many others prefer direct

banking transactions due to fear of losing money, safety issues and also due to lack of

knowledge about internet. This study was focused on college students and therefore their

response does not equalize to the response of elder generations. The study makes us

understand that today’s generation is much more up to date to innovations and technologies

as everything is on their finger tip. Therefore, E-wallets has to make use of this to make more

awareness about the usability of the applications to those people who are illiterate about the

technology and internet which in turn leads India to a cashless future.

48
 BIBLIOGRAPHY

Books

49
O. W Schropfer, D., n.d. The Smart Phone Wallet: Understanding the Disruption Ahead. o

Darren Davis, J., n.d. Near Field Communication: The Digital Wallet eBook.

Journals

O. Hamid, N. R. and Cheng, A. W. 2013. A risk perception analysis on the use of electronic

payment systems by young adult. WSEAS Transactions on Information Science and

Application, 1 (10); 26-33. o Roy, S. 2014. Determinants of customers’ Acceptance of

Electronic payment system in Indian banking sector. Scientific & Engineering Research, 5

(1):6.

O. Solomon. 2012. Perception and Attitude towards e – Payment System Among University

Students. Techno Learn: An International Journal of Educational Technology, 2: 7-17. o

Manoharan B (2007), “Indian e-Payment System and Its performance” , Professional Banker,

Vol. 7, No. 3, pp. 61-69.

O. Hsiao-Cheng Y., Kuo-Hua H., & Pei-jen K. (2002). Electronic payment systems: An

Analysis And Comparison of Types. Technology in Society 24, 331-347.

Websites

O. https://shodganga.inflibnet.in o https://en.wikipedia.org/wiki/Google Pay o

https://en.m.wikipedia.org/wiki/Digital wallet o https://www.researchgate.net/ o

https://www.academia.edu/

Questionnaire

50
1. Name :

2. Age :

3. Gender of the respondent?

a) Female b) Male c) others

4. Are you aware regarding the functionality of e-wallets?

a) Aware b) Fully aware c) Partially aware d) Not aware

5. Which e-wallet do you prefer the most?

a) Amazon Pay b) Google Pay c) Paytm d) Phonepe

6. From where did you get the information about e-wallets?

a) Social media b) Friends c) Advertisements

d) Magazine/Television

7. Do you use e-wallets for financial transactions?

a) Yes b) No

8. Why do you use e-wallets over other modes of payment?

a) Time saving b) Ease of use c) Security

d) Wide acceptability

9. Which device is most convenient for making the payment via e-wallets?

a) Smart phone b) Laptop c) Computer

d) All of the above

10. How do you consider e-wallets against other sort of payment methods?

51
a) Quick transfer b) Exciting rewards c) More secure

d) Alternate choice

11. What is your purpose of using e-wallets?

a) Money transfer b) Recharge c) Utility and Bill payment d) All of the

above

12. What do you keep in mind while using e-wallets?

a) Available discounts b) Premium offers c) Cash back d) Rewards

13. How many times have you used e-wallets?

a) Only once b) 5-10 times c) 10-15 times

d) More than 15 times

14. How would you rate e-wallets according to usability?

a) Very satisfied b) Satisfied c) Neutral

d) Unsatisfied e) Very unsatisfied

15. How often do you use e-wallets?

a) Daily b) Weekly c) Monthly d) Yearly

16. Are there any obstacles while using e-wallets?

a) Yes b) No

17. What are the obstacles you face while using e-wallets?

52
a) Security of mobile payment b) Too much time consuming to set up

c) Involves danger of losing money d)Cannot be used for international transaction

18. Is e-wallets services useful mode of payment?

a) Strongly disagree b) Disagree c) Agree

d) Strongly agree

19. Among the following, which one do you think is a strategic weapon of e-wallets to attract

users?

a) Scratch card and cash back

b) Diwali offer and welcome 2021 offer

c) Chat option inside e-wallets

d) All of the above

20. Do you think e-wallets should be widely available in India?

a) Yes b) No c) Maybe

21. Would you like to continue using E-wallets?

a) Very likely b) Likely c) Neutral d) Unlikely

e) Very unlikely

22. Does e-wallets promote your savings?

a) Yes, very much b) Upto a certain level c) Not at all

23. Are you satisfied with the security of your credentials?

a) Yes b) No

53
24. Would you like to refer your friend to use e-wallets?

a) Yes b) No c) Maybe

54