Professional Documents
Culture Documents
MAJOR PROJECT
ON
“A STUDY OF CUSTOMER
PERCEPTION TOWARDS PAYTM
WALLET”
SUBMITTED TO:
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)
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CERTIFICATE
DECLARATION
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.
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ACKNOWLEDGEMENT
Mansi Rawat
02121901718
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CONTENTS
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
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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 walets 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
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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/
Mobile wallets
in INDIA
ICICI Pockets,
Free
Idea money, State bank
charge,
Reliance jio wallet, buddy, Chillr,
Citrus,
M rupee mobile Citi Masterpass,
Paytm,
walet, Airtel money, HDFC Payzapp,
Ruplee wallet,
Vodaphone M-pesa. PingPay by Axis
Oxigen wallet, Bank.
Payu money,
Mobikwik
wallet.
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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
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
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1.2 OBJECTIVES
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
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
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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
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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
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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
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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
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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
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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
PREFER NOT TO
GENDER
SAY 0%
FEMALE
40%
MALE
60%
It can be seen from the above graph that 60% respondents were male
and 40% respondents were female
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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% SELF EMPLOYED PUBLIC SECTOR PRIVATE ST
19%
RETIRED
PUBLIC SECTOR
15%
PRIVATE
35%
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%)
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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
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FIGURE NO.5
MAYBE
20%
NO YES NO
10% MAYBE
YES
70%
FIGURE NO.6
6%2%
30%
62%
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%
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FIGURE NO.7
10%
8%
AGREE
DISAGREE NOT SURE
82%
FIGURE NO.8
YES NO
33%
38% 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
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FIGURE NO.9
NETURAL
24%
AGREE DISAGREE NETURAL
DISAGREE 10%
AGREE
66%
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
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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
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FIGURE NO.11
15%
6%
YES NO
DON’T KNOW
79%
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
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FIGURE NO.13
8%
9%
YES NO
DON’T KNOW
83%
FIGURE NO.14
6%
7%
YES NO
DON’T KNOW
87%
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
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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
0 2
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
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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
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CONCLUSION
BIBLIOGRAPHY
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
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https://docs.google.com/forms/d/e/1FAIpQLSeEmtwdreoztdqjykgQyRO-
PLTkzl3vqKm6oOGxVH6RVEy56A/viewform?usp=sf_link