ANALYSIS OF CONSUMER SATISFACTION TOWARDS PAYTM

Submitted in partial fulfillment of the requirements for the

award of the Degree

of

Bachelor of Business Administration

To
MANAGEMENT EDUCATION & RESEARCH INSTITUTE
GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY, NEW DELHI

Under the Guidance of Submitted By-

DR. POOJA SINGH NEGI JASPINDER SINGH SIDHU
Assistant Professor 50215101721

MANAGEMENT EDUCATION & RESEARCH INSTITUTE

MAIN CONTENT LIST

1.INTRODUCTION OF THE COMPANY

2.OBJECTIVE OF THE STUDY

3.RESEARCH METHODOLOGY AND RESEARCH DESIGN

4.TYPES OF RESEARCH AND SAMPLE DESIGN

5.TYPE OF DATA COLLECTION AND TECHNIQUE OF SAMPLING

6.DATA ANALYSIS

7.FINDINGS & SUGESSTIONS

8.CONCLUSIONS

9.REFERENCES
ABSTRACT

Paytm is an Indian e-payments and e-commerce brand based out of Delhi NCR, India. Launched
in August 2010, it is a consumer brand of parent company One97 Communications. The name is
an acronym for "Payment Through Mobile". The company employs over 13,000 employees as of
January 2017 and has 3 million offline merchants across India. It also operates the Paytm
payment gateway and the Paytm Wallet.

Paytm was founded and incubated by One97 Communications Limited in 2010 as a prepaid
mobile recharge website. In an interview, its founder Vijay Shekhar Sharma related how he was
inspired during a visit to China when he saw vegetable vendors using their mobile phones to
receive payments from some customers. This led to him establishing Paytm wallet in 2013. In
2013, the company launched Paytm Wallet, which became India's largest mobile payment
service platform with over 150 million wallets and 75 million Android-based app downloads as
of November 2016.

The surge in usage of the service was largely due to the demonetization of the 500 & 1000rupee
currency notes. After 8 November 2016, Paytm's transactions and profit increased significantly.
INTRODUCTION OF THE COMPANY

Paytm is India’s largest mobile commerce platform. Paytm started by offering mobile recharge and
utility bill payments and today it offers a full marketplace to consumers on its mobile apps. We have
over 100mn registered users. In a short span of time Paytm has scaled to more than 60 million
orders per month. Paytm is the consumer brand of India’s leading mobile internet company One97.
Paytm is an Indian e-payments and e-commerce brand based out of Delhi NCR, India. Launched in
August 2010, it is a consumer brand of parent company One97 Communications. The name is an
acronym for "Payment Through Mobile". The company employs over 13,000 employees as of
January 2017 and has 3 million offline merchants across India. It also operates the Paytm payment
gateway and the Paytm Wallet. Paytm was founded and incubated by One97 Communications
Limited in 2010 as a prepaid mobile recharge website. In an interview, its founder Vijay Shekhar
Sharma related how he was inspired during a visit to China when he saw vegetable vendors using
their mobile phones to receive payments from some customers. This led to him establishing Paytm
wallet in 2013. In 2013, the company launched Paytm Wallet, which became India's largest mobile
payment service platform with over 150 million wallets and 75 million Android-based app
downloads as of November 2016. The surge in usage of the service was largely due to the
demonetization of the 500 and 1000rupee currency notes. After 8 November 2016, Paytm's
transactions and profit increased significantly. Paytm has invested $5 million in auto rickshaw
aggregator and hyperlocal delivery firm Jugnoo. It has also acquired Delhi-based consumer behavior
prediction platform Shifu for $8 million and local services startup Near.in for $2 million to
$3million.
FOUNDER

Vijay shekhar Sharma was born in Aligarh, Uttar Pradesh. He cites Alibaba's founder Jack Ma and
Masayoshi Son of Softbank as his inspirations. He started college at the age of 15. In 1997, while in
college, started the website indiasite.net and sold it two years later for $1 million.
AWARDS

Honoris Causa Doctorate of Sciences (D.Sc.) Degree, Amity University Gurgaon,2016. India Today
magazine ranked him #18th in India's 50 Most powerful people of2017 list.

CAREER

In 2000 he started one97 Communications which offered mobile content like news, cricket
scores, ringtones, jokes and exam results. One97 is the parent company of Paytm, which was
launched in 2010. In December 2015, Sharma criticized Facebook's Free Basics initiative in
India, as beingagainst the principle of net neutrality. In 2017, Vijay Shekhar Sharma was featured in
the World Billionaire's List by Forbes. Heacquired the 1567th rank becoming India's youngest man to be
featured on the list.

FUNDING

In 2015 Paytm received a license from Reserve Bank of India to start one of India's first
payments banks, called "Paytm Payments Bank Limited". At the time, the bank intended to use
Paytm’s existing user base for offering new services, including debit cards, savings accounts,
online banking and transfers, to enable a cashless economy.

Why people attract toward Paytm?

Chat Facility
Paytm provide chat facility to their buyer so they can bargain the product price from the seller.
Through very easy step they can avail the facility of paytm chat facility. This screen shot define
how a customer bargain to the seller.

Service
In 2014, the company launched paytm wallet, India’s largest mobile payment service platform
with over 40 million wallets. The service became the preferred mode of payment acrossloading
consumer internet companies such as Uber, Bookmyshow, Makemytrip.
ACHIEVEMENTS OF PAYTM

Paytm wins Diamond SABRE Award in Company of The Year at SABRE Awards 2017.
Paytm wins Diamond SABRE Award in Superior Achievement in Reputation
Management at SABRE Awards 2017. Paytm wins Gold SABRE Award in Financial
Professional Services at SABRE Awards 2017. Vijay Shekhar Sharma recognized
among the 50 Most Influential Young Indians by GQ. Vijay Shekhar Sharma wins at
Entrepreneur India Awards 2012

OBJECTIVE OF THE STUDY

1. To study of customer satisfaction level on Paytm products & services.

2. To find the market potential and market penetration of Paytm products & services
offerings in DELHI.
RESEARCH METHODOLOGY

Research Methodology is the systematic, theoretical analysis of the methods applied to a field of
study. It comprises the theoretical analysis of the body of methods and principles associated with
a branch of knowledge.

Research Methodology is the way in which research problems are solved systematically. It is a
science of studying how research is conducted scientifically.
Business research can be defined as a systematic and objective process of gathering, recording
and analyzing data that provides information to guide business decision.

Any honest attempt to study a problem systematically or to add to knowledge of a problem may
be regarded as research.

RESEARCH DESIGN

The Research Design refers to the overall strategy that you choose to integrate the different
components of the study in a coherent and logical way, thereby, ensuring you will effectively
address the research problem; it constitutes the blueprint for the collection, measurement, and
analysis of data.
Research Design is a set of advanced decisions that make up the master plan specifying the
methods and procedures for collecting and analyzing the needed information.
TYPES OF RESEARCH

Descriptive Research

Descriptive research is a study designed to depict the participants in an accurate way. More
simply put, descriptive research is all about describing people who take part in the study. There
are three ways a researcher can go about doing a descriptive research project, and they are:

 Observational, defined as a method of viewing and recording the participants

 Case study, defined as an in-depth study of an individual or group of individuals

 Survey, defined as a brief interview or discussion with an individual about a specific topic.

Classification of Descriptive Research

There are two types of descriptive research:

 Cross-sectional design and Longitudinal design.

Cross-sectional studies measure units from a sample of the population at only one point in time.
Longitudinal studies repeatedly measure the same sample units of a population over time.
Longitudinal studies often make use of a panel which represents sample unit who have agreed to
answer questions at periodic intervals.

SAMPLE DESIGN
A sample design is a definite plan for obtaining a sample from a given population. It refers to
the technique or the procedure the researcher would adopt in selecting items for the sample.
Sample design may as well lay down the number of items to be included in the sample

Sample size
I have taken the sample size of 50 individuals for the research.

Sample Unit
In this, the target population that will be sampled. Once the sampling unit is determined
sampling frame has to be prepared so that each and every one in the target population has an
equal chance of being sampled.

Sampling Area
The sample area of my research project was students of Delhi.

Data Analysis
The data analysis is done with the help of graphs and pie charts.
TYPE OF DATA COLLECTION

Primary Data

In primary data collection, the data is collected using methods such as interviews and
questionnaires. It is important to prepare a tabulation plan and based on it design the
questionnaire to make sure that no table will be left out. There are cases when tables cannot be
produced because questionnaires were designed without having a tabulation plan in place.
Primary data is received from first hand sources such as: Direct Observation, interview, survey,
and questionnaire etc. The primary data are those which are collected a fresh and for the first
time, and thus happen to be original in character.

Collection of Primary Data

There are several methods of collecting primary data, particularly in surveys and descriptive
researches. Important once are:

a. Observation Method
b. Interview Method
c. Through Questionnaires
d. Through Schedules

Secondary Data

Secondary data refers to data that was collected by someone other than the user. Common
sources of secondary data for social science include censuses, information collected by
government departments, organizational records and data that was originally collected for other
research purposes. Secondary data is received from secondary sources such as Printed material
and Published material etc. Secondary data is used to increase the sampling size of research
studies and is also chosen for the efficiency and speed that comes with using an already existing
resource.

TECHNIQUE OF SAMPLING

There are two types of sampling techniques:

1. Probability sampling technique
2. Non Probability sampling technique

The technique used for the research is non-probability sampling technique.

1. Probability sampling technique Probability sampling uses random sampling techniques to

create a sample. It is based on the fact that every member of a population has a known and equal
chance of being selected.
2. Non probability sampling technique Non-probability sampling techniques use non-random
processes like researcher judgment or convenience sampling. It represents a group of sampling
techniques that help researchers to select units from a population that they are interested in
studying. Collectively, these units form the sample that the researcher studies [see our article,
Sampling: The basics, to learn more about terms such as unit, sample and population].
DATA ANALYSIS

1. Do you use Paytm Brand?

Sales
Yes No

10%

90%

As per table and graph there are 45 respondents use Paytm Brand and 5respondents uses
local market for shopping.
 2. How often do you use access this website?

Response
25

20

Response
10

Daily Onceinaweek Once ina Thriceinayear

month

As per table and graph there are 4 respondents access website daily, 21 respondents access
website once in a week , 15 respondents access website once in a month and4respondents
access website thrice in a year.
 3. What attracts you to use this online site?

Response

20
18
16
14
12 response
10
8
6
4
2
Price Deliverytime Quality product Brand

As per table and graph there are 19 respondents attracts with price of product, 13 respondents attracts with
delivery time of product, 10 respondents attracts with quality of product and 3 respondents attracts with brand of
product. Majority goes towards price of product
 4. Which product you prefer more from Paytm?

Response

45
40
35
30
25
Response
20
15
10
5
0
Home Clothes Electric Books
appliances equipment

As per table and graph there are 2 respondents prefer home appliances from Paytm, 41
respondents prefer clothes from Paytm and 2 respondents prefer electric equipmentfrom
Paytm.
 5. Price of product on Paytm?

Response

30

25

20

15 Response

10

0
Very high High Average Low

As per table and graph there are 6 respondents found very high price on Paytm, 12 respondents
found high price on Paytm , 26 respondents found average price on Paytm and 1 respondents
says Paytm is cheaper than other .
 6. Rate your experience of using this website?

Response

25

20

15
Response

10

0
Excellent Good Average Poor

As per table and graph there are 13 respondents says Paytm.com is excellent,22 respondents
says Paytm.com is good and 10 respondents says Paytm.com is average.
 7. How do you come to know about Paytm?

Response

14

12

10

8
Response
6

0
Friends Family Newspaper Advertisement

As per table and graph there are 13 respondents know about Paytm by friends,8 respondents
know about Paytm by family, 11 respondents know about Paytm by Newspaperand 14
respondents know about Paytm by advertisement.
8. How do you pay price of product on Paytm?

Response
Debit card Credit card Cashondelivery

7%
24%

69%

As per table and graph there are 3 respondents use debit card for payment, 11
respondents use credit card for payment and 31 respondents prefer cash on
delivery option.
 9. What makes you to choose Paytm over the others?

Response

16
14
12
10
8
Response
6
4
2
0
Price Return policy No. of option Influence from
friends or
relative

As per table and graph there are 12 respondents choose Paytm for price, 16 respondents choose
Paytm for return policy, 16 respondents choose Paytm for No. of Option and1 respondent
influence from friends or relative.
 10. Paytm is the choice of your shopping activity as?

Response

25

20

15
Response
10

0
Often Weekly Occasionally Anytime

As per table and graph there are 1 respondents often use shopping ,11 respondents
weekly go for shopping. 23 respondents go for shopping occasionally and 10respondents
have no limit for shopping
FINDINGS &SUGGESTION

The report of the United Nations Conference on Trade and Development (UNCTAD) on Paytm
and Development makes the point that although world economic growth has slowed, and in spite
of the difficulties in which the information technology and telecommunications sectors are
mired, the rapid growth of internet use and electronic commerce continues. Estimates show that
internet use is increasing by around 30 per cent annually, and although the rate of growth of
transactions through the internet is much slower, paytm could represent up to 18 per cent of
worldwide business-to-business (B2B) and retail transactions in 2006. Segments such as B2B
have shown rapid growth.

And in certain sectors, such as finance, travel services, software, information and other e-
services, online transactions have been growing at a much faster pace. For instance, in the
developed countries, online banking already represents between 5 and 10 per cent of total retail
banking transactions. Much of the growth has occurred in Asia.

The Report classifies India as a rising star in this regard, pointing out that India’s IT services
exports have almost doubled in two years and now account for more than 16 percent of total
exports and 8 per cent of all foreign exchange earnings. Given the extraordinary growth rates of
e-services exports, the latter figure is expected to reach 30per cent by 2008.

Policy measures to support exporters of e-services should focus on increasing market access in
eservices for exporters from the developing countries, as well as addressing domestic obstacles
related to technology, payments, infrastructure (telecommunications) and standards.
CONCLUSION

Easy Accessible

The paytm side easy to accessible they are much easy as computer to other site people are
like them for their easy accessible specialty, paytm also available on the mobile, tablets,
laptops, and for paytm the high speed data connection is not required. It is easily work on
mobile without any problems.

Chat Facility

Paytm provide chat facility to their buyer so they can bargain the product price from the
seller, through very easy steps they can avail the facility of paytm chat facility. This
screen shot define how a customer bargain to the seller.

Mobile Friendly

Paytm service is also available in mobile so you can easily download and use this
application in your mobile anywhere. On other hand we can say that it’s a mobile friendly
application. They are available on many store

Safe And Secure Paytm

Paytm uses many trusted software for their security purpose they used many security
application they provided best security when any transaction done, they uses 256 bit of
encryption for their security purpose.
REFERENCES

WEBSITE INTERNET

 www.paytm.com

 www.google.com

 www.sail.com

 www.bhushan.com

 www.essar.com

MAGAZINES

 Tisco News

BOOKS

Kothari. C.R (2004): Research Methodology Methods & Techniques‟, New Age International
Publishers, New Delhi, 2nd Edition.
Principles of Marketing –Philip Kotler & Kevin keller edition 12
Market Research – D.D. Sharma
Research Methodology – C.R. Kothari