Professional Documents
Culture Documents
On
Session 2022-2023
School of Management
i
DECLARATION
I hereby declare that the field work entitled of “A Study on Customer Satisfaction
guidance of Dr. Afeefa Fatima (Faculty Guide) (SOM BBDU, Lucknow) and this
Administration.
Anshika Singh
Roll No. 1210671100
BBA 3rd Semester
ii
ACKNOWLEDGEMENT
Before I get into the thick of the things I would like to add a few heartfelt words for
the people who were part of this Field Study Report in numerous ways and people
who gave unending support right from the stage the project was started, appreciated
I would like to express my deep sense of gratitude to the respectable Prof. (Dr.)
Sushil Pande Sir, I\C, SOM, BBDU personalities for their precious suggestions and
In this context I would like to express my gratitude towards my parents and family
members who have constantly supported and played a pivotal role in shaping my
career.
I owe my sincere gratitude towards faculty guide Dr. Afeefa Fatima of BBDU,
Lucknow for extending the support towards the completion of the Field Study
Report.
And finally I would like to thank my friends for their unending support
Anshika Singh
Roll No. 1210671100
BBA 3rd Semester
iii
PREFACE
Field Study Report is an important part of the Management studies. It bears immense
important in the field of Business Management. It offers the student to explore the
valuable treasure of experience and an exposure to real work culture followed by the
industries and thereby helping the students to bridge gap between the theories
understand the real world in which he has to work in future. The theories greatly
enhance our knowledge and provide opportunities to blend theoretical with the
practical knowledge where researcher gets familiar with certain aspect of research. I
iv
TABLE OF CONTENT
1. Introduction 1
2. Company profile 5
4. Research methodology 13
6. Finding 25
7. Recommendation 26
9. Conclusions 28
Bibliography
Appendix
v
INTRODUCTION TO THE TOPIC
The term payment is as old as human civilization, since then the payment industry has
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
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 frontier 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
caters to comfort & conveniences i.e. ordering food, online shopping, booking movie
tickets etc.
With the introduction of digital wallets 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
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
1
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/- .
not charge any amount of money on every transaction and saves the customer from
the hassle of entering card details and pin number for each and every transaction. It is
easy and convenient for the users, as the user needs to sign in the account and make
payment. On the other hand it focuses on online merchants and offline merchant’s i.e.
theM-wallet provider’s act as an intermediary between the merchants and the wallet
users. Traditionally, banks were never interested in small transactions but with the
increasing number of M-wallet providers, banks were petrified that their relationship
with customer will be upstaged by them, so they launched their own digital wallets
The current scenario is witnessing a new payment methodology called the mobile
wallet which has revolutionized the payment system on a single tap. Therefore the
2
perception of customers is changing from “bank-first to payment-first”. Players like
Paytm, Mobikwik, Freecharge, citrus etc have taken charge towards the payment
system. There are currently about 20 mobile wallet payment gateways in INDIA out
of which few payment system gateways are licensed by RBI as payment banks.RBI
has licensed these wallets as payment banks for their sustainability and certainly to
improve their earnings & also facilitate further financial inclusion by providing small
savings a/c & remittance services to migrant labour work force, low income
15 .The number of transactions rose from 106 million to 255 million in 2014-15 over
3
Classification of Mobile wallets:
4
COMPANY PROFILE
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. They 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
investors include Ant Financial (AliPay), SAIF Partners, Sapphire Venture and
Silicon Valley Bank. They strive to maintain an open culture where everyone is a
hands-on contributor and feels comfortable sharing ideas and opinions. Their team
spends hours designing each new feature and obsesses about the smallest of details.
Their approach is simple – to design something they love to use ourselves. Therefore
we listen and take the time to understand our users and take their reactions most
seriously.
Making stuff easy and intuitive is not our only goal. In addition to usability, we strive
page design and this mantra has been followed throughout the site and our apps.
The world is increasingly mobile: people want access from wherever they are,
whenever they need it. At Paytm, you have the option of recharging and recharge
from whenever, anywhere and are equipped with a secure online wallet called Paytm
Cash.
mobile recharging, adding bill payment and e-commerce, with recharges similar to
5
acronym for "Pay through Mobile", with android, windows and IOS apps. Vijay
SERVICES
In 2014, the company launched Paytm Wallet, now India's largest mobile payment
service platform with over 100 million wallets & 10 million app downloads. Paytm
users can pay for the fuel at Indian Oil Petrol pump through Paytm wallet. Users can
also book movie tickets on Paytm and has partnered with PVR, INOX and other
cinemas.
FUNDING
In March 2015, Indian industrialist Ratan Tata made personal investment in the
firm .The same month, the company received a $575 million investment from Chinese
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
net banking payments. Paytm also works with various billers for utility bill payments.
It is the mediator between the third party and the customer. 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
6
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
SPONSORSHIP
Paytm holds the title sponsorship rights from Board of Control for Cricket in
India (BCCI) for all international and domestic bilateral series hosted by the BCCI
for a period of four years (a total of 84 matches) starting from August 2015
for INR 203 crore (32 Million USD), or INR 2.42 crore per match played in India.
The rights include sponsor branding of series with the title sponsor logo, designation
as the title sponsor of the series, visibility at the stadium, and broadcast sponsorship
rights. This also includes all BCCI domestic (Ranji Trophy and Duleep Trophy etc.)
matches in India. Previously, Paytm had spent about INR 50 crore during 8th season
TV network (which has the telecast right of IPL) and was the official partner of the
Through its GoBig platform, the Alibaba-backed firm is not only providing tech tools
such as content writers, web marketers and photographers but has also created a
directory of service providers that extend loans to SMEs along with finance and
accounting firms.
Paytm has 300 employees who are tasked with helping SMEs sell online, but the
company can only scale up to a certain limit through this way, said Renu Satti, vice-
7
need to provide them with a complete ecosystem," she added. Though Paytm, which
forayed into e-commerce only recently, competes with the likes of Flipkart and
Satti said since the company aims to become a true marketplace by connecting
rechargers and sellers through its platform, Paytm will not own any warehouses in the
future but will rope in warehouse firms as partners, which can help merchants with
logistics. Similar is its strategy on courier or delivery companies. "We want to play
Ant Financial Services, part of the Jack Ma-owned Alibaba Group, has a 25 per cent
stake in Paytm. The company is modelling its many ventures on the businesses of
e-commerce site in China. Alibaba first invested in Paytm in February and there is
Alibaba will increase its stake in Paytm from 25 per cent to 40 per cent. "However, it
will be capped at 40 per cent, since the company doesn't want to become a subsidiary
In another report last month, Sharma said the company's gross merchandise value
(GMV) increased from Rs 2,500 crore in 2014 to around Rs 9,500 crore and hoped to
touch Rs 10,000 crore by the end of July. According to Sharma, the mobile
marketplace will push Paytm's total transaction value to $4 billion by the end of 2015.
Half of this will come from mobile commerce, while the rest will come from its
8
Despite it being a relatively newer player, what works in Paytm's favour is the fact
that it doesn't charge merchants a commission on their sales, making money instead
on fees charged when they transfer money earned out of the site. On the flip side, the
platform might suffer in comparison due to the fact that its logistics are not directly
PAYTM BANK
Paytm wants to launch the country's first payments bank by the end of this financial
year and is counting on its mobile wallet experience to give it a clear advantage over
"Paytm have sorted payment on wallet and we want to leverage that. Paytm will drive
and scale up payments business even today, while others have to build payments
business," cofounder Vijay Shekhar Sharma told ET. Paytm expects to touch Rs
10,000 crore in deposits in the next three years, building on existing consumer base
Paytm has more than 104 million mobile wallets and expects that to touch 150 million
by March 2016. "Paytm have an edge on timeline. The next year or a year and half,
when these companies get started, we will still be playing the business," Sharma
Airtel, Vodafone, Aditya Birla Nuvo, Sun Pharma founder Dilip Shanghvi, Fino
Finance and India Post were among the 42 applicants that got approval for starting
payments banks. These entities will take deposits, convey remittances and dispense
payments to recipients, making them ideal for migrant workers who need to send
money home. They can't lend to their customers, though. The business potential from
9
serving millions of unbanked Indians to further the financial inclusion initiative of the
government and the Reserve Bank had attracted most of the top business houses.
Sharma said telcos such as Vodafone, Airtel and Idea, which have experience in
"They don't do remittances, but our capability is in merchant transactions and person
to- person payments," he said. He was confident that Paytm will be the first off the
lock with its payments bank. "We want to be the first payments bank in the country.
They have technology on our side, simple organizational structure to create, we have
Paytm Payment Bank Ltd, the new company formed to house the payments bank, will
also house the mobile wallets business. The wallet license will be surrendered shortly
to the RBI and will operate under the payments bank licence. The escrow account,
which today is on a third party nationalized bank, will move to the Paytm Payment
holding company of Paytm's businesses, will have streamlined its operations into
payments bank and wallets, commerce and marketing, Sharma said. For its mobile
merchandising value (GMV) of 1 lakh crore by 2020 from 12,000 crore currently.
GMV is a measure of the maximum price of goods and services sold on a company's
Sharma is now focused on the payments bank. He holds 51% in Paytm Payment
Bank, One97 Communications owns 39% and 10% is held by a subsidiary of One97
and Sharma. After another round of expected fund infusion of about $400 million
by Alibaba Group, which is slated to increase its stake in One97 to 40% from 25%
10
now, the Chinese giant will own roughly 20% indirectly in Paytm Payment Bank.
Sharma said the payments bank doesn't need an equity relationship with a financial
services firm. Rather, it needs banks as partners because customers would like to feed
into a main bank due to restrictions on what payments banks can offer.
One area that could set Paytm apart from its rivals is the experience and expertise
gained from its mobile wallets business in checking fraud, which is the primary
reason for the failure of such initiatives, Sharma said. "Anybody who gets beyond 50
million customers will go through a huge level of fraud attempts, which can make or
Mobile recharge
DTH recharge
Electricity recharge
Water bill
House tax
Metro recharge
Data recharge
Gold loan
Online recharge
11
OBJECTIVES OF THE STUDY
PRIMARY OBJECTIVE
To study the level of customer satisfaction towards services of Paytm
SECONDARY OBJECTIVES
To study the online recharge and payment of bills Industry.
To find out consumer awareness level regarding online recharge and payment
To study the factors considered by the consumers while using online recharge
12
RESEARCH METHODOLOGY
RESEARCH DESIGN
A framework or blueprint for conducting the research project . It specifies the details
of the procedures necessary for obtaining the information needed to structure and/or
solve research problems. A good research design lays the foundation for conducting
the project. A good research design will ensure that the research project is conducted
effectively and efficiently. Typically, a research design involves the following
components, or tasks:
accurate way. The three main ways to collect this information are:
individuals.
13
2. Universe & Sample Design:
Journals, Books.
1. Pie chart.
14
DATA ANALYSIS AND INTERPRETATION
Q1) Are you aware of Paytm application on Android , Windows And IOS.
AWARNESS
Partially aware
28%
Somewhat aware
14%
Highly aware
30%
Slightly aware
18%
INTERPREATION
From the analysis of data we concluded that 30% of users are highly aware about the
application, 26 % are partially aware, 12% are somewhat aware, 20% are slightly
aware and 10% are not at all aware about the servings. So this finally tells that most of
15
Q2) Have you ever tried Paytm application for payment of bills or recharge?
USED
yes no partially aware
60%
16% 24%
INTERPRETATION
From the analysis of data we concluded that 60% of users are aware and have tried
using it, then 24% are partially aware and may or may not have used it, lastally 16%
haven’t used it.. So this finally tells that most of the people are aware and have used
16
Q3) Which of the following services do you generally use through Paytm application.
USAGE
Mobile
36%
I Don’t use Paytm.
8% Electricity
10%
Landline/Broadband
10%
Water Bill
DTH 2%
20%
Data card
12% Gas Bill
2%
INTERPRETATION
From the analysis of data we concluded that 30% of users are using it for mobile
recharge, 26% are using it for DTH bill payment, 10% use it for Data card recharges,
12% use it for Electricity and landline/broadband recharge respectively, 2% don’t use
it, 8% use it recharge of Gas Bill and water bill. So this finally tells that most of the
17
Q4) The main reason for your use of Paytm application is;
REASON
Never
4%
Cashbacks
20%
Any time recharge
26%
Easy to use
16% Labour saving
20%
Time saving
14%
INTERPRETATION
From the analysis of data we concluded that 30% of users use it because of any
time recharge, then 24%use it for labour saving and cashbacks respectively, then 19%
use it for ease of use , then 15% use it for time saving, and lastally 10% have never
used it. So this finally tells that most of the people prime reason for usage is any time
18
Q5) Mark your frequency of using Paytm application.
FREQUENCY OF USAGE
Never
Rarely 12%
4%
Whenever need arises
Whenever no other
option left 40%
18%
Sometime/occasionally
26%
INTERPRETATION
From the analysis of data we concluded that, 40 % people use it whenever need arises,
followed by 26 % people using it rarely , then 18% people use it whenever no other
option is left and 18% have never used it , and 16% people use it occasionally. So this
19
Q6) Do you think Paytm application saves Time, Labour and is easy to use while
disagree disagree
EASE OF USE
Strongly agree
40%
Partially agree
24%
Strongly
disagree
8%
Partially Neither agree
disagree or disagree
13% 15%
INTERPRETATION
From the analysis of data, we conclude that 40% people Strongly agree, followed by
24% people neither agreeing nor dis-agreeing on it, and 15% neither agreeing nor dis-
agreeing on it, then 13% people Partially dis-agreeing on it, and lastally 20% people
Strongly disagreeing on it. So this finally tells that more than 38 % people agree on
20
Q7) a) Mark your user experience and satisfaction before and after the use of Paytm
satisfying)
0 1 2 3 4 5 6 7 8 9 10
5 6 7
21% 19% 2%
8
13%
9
4 6%
2% 3 0
8% 1 6% 10
8% 13%
2
2%
INTERPRETATION:
From the analysis of data, we conclude that , 0 is given by 6% people on Taste rating ,
people , then 6 is given by 20% people , then 7 is given by 2% people , and 8 is given
by 14% people , then 9 is given by 6% people , lastly 10 is given by 14% people only.
21
So, this finally tells that an average rating of 5, 6, and 7 is preferred by most of the
Q8) Did the Paytm application meet your expectations regarding recharge?
Satisfied Unsure
34% 10%
INTERPRETATION
From the analysis of data we concluded that 26% of users are very satisfied , 34 %
are satisfied , 10% are very dissatisfied , 20% are Dissatisfied and unaware only
respectively. So this finally tells that most of the people are satisfied by the services
22
Q9) Would you recommend Paytm application to your friends?
RECOMMENDATION
Yes
35%
May be
14%
Definitely Yes
21%
Definitely No
12% No
18%
INTERPRETATION
From the analysis of data, we conclude that, 35% people believe they would
recommend, then 21% people believed Definitely yes , then 14% people say that they
can’t say anything they are in the may be side, and 18% people believe they won’t,
lastally 12% are sure that they won’t recommend it. So, this finally tells that most
23
Q10) In your view is there a scope for any further improvement in the following
IMPROVEMENTS
Transaction
Security Fea- Application
tures. Interface
16% 16%
Usage Easiness
14%
Additional Services
29%
Privacy Features
26%
INTERPRETATION
From the analysis of data, we conclude that 29% people need improvement in
Additional services section , then 26% people need improvement in Privacy features,
then 14% people need improvements in usage easiness, followed by 16% People
needed respectively. So, this finally tells that improvement is needed in mainly
additional services.
FINDINGS
24
This study tells that most of the people are aware and have used the
This study tells that most of the people use it for mobile and Dth recharge.
This study tells that most of the people prime reason for usage is any time
This study tells that people use it whenever need arises mainly.
This study tells that more than 50 % people agree on the ease of use factor that
This study tells that an average rating of 6, 7, and 8 is preferred by most of the
This finally tells that most of the people are satisfied by the services and
This finally tells that average ratings of 6,7 is preferred by most of the peoples
on multiple usage.
This study tells that an average rating of 5, 6, and 7 is preferred by most of the
RECOMMENDATION
25
Paytm should try to advertise more so that all become aware about its brand.
It should give more offers on different recharges like landline bill, broadband
Paytm has successfully placed itself into the prospects mind making it the
India’s largest online store with huge range of recharges. But it still needs to
Can include more coupon codes and gift vouchers for increasing the traffic of
the customers.
recharge
increasing rate, so Paytm can target more & more cities i.e not only tier 1 & 2
but also tier 3 & 4 cities, which will help generate stronger customer base &
more revenues.
User Experience: Portal should continuously aim to work to improve the user
experience by adding more & more innovative features in the website like
Price will still be a factor as mobikwik being a huge company will use its
26
This study is exploratory and has some limitations that however does not liquidate the
purpose of study. Data obtained from the convenience sample and literature reviews
(population).Young & Middle age consumers in the age group of 20-60 from,
Lucknow studying in BBD are given questionnaire personally and it is filled by them
personally. The covered people may not represent the whole population and most of
them represent male genders. The cities targeted also many not represent whole
Indian population.
Taking up the study of this nature the major limitations was research project
the questionnaire.
At some place due to absence of customer care center, difficulty was faced in
27
CONCLUSION
The thorough study is based on the consumer behavior analysis which serves a great
idea regarding consumer perception when they go for online recharge. In order to
satisfy themselves consumer perceive many things before recharging and they will be
The Overall Brand Value of Paytm is good, but it is facing some tough competition
from its global competitors like mobikwik and freecharge. Talking about domestic
expanding & planting its roots deep into the Indian market & at the same time shifting
the mind-set of the people from going & recharge from physical store to online stores,
which is magnificent.
Word of mouth was more influential in promotion as many people were made aware
by their friends and family when customers recommend this website to them.
The services provided by Paytm are good and even more scope of development is
Different payment options available in Paytm made customers more satisfied and
Customers feeling more secured when purchasing through Paytm because of different
Most of customers have good experience with Paytm while doing recharges
Most of them are satisfied with the services of Paytm and so that they succeed in
Convenience and time saving are two important factors that customer looking for
28
Paytm should be very focused on consumers and build amazing experiences for the
customers and Paytm is working hard to get its customers here. Paytm should increase
its bandwidth capacity. People mainly use Paytm for dth and mobile recharge and
most of the people are aware about it . people are even satisfied with the ease in use
of paytm. So all together Paytm is a good application for recharges and people use it a
29
BIBLIOGRAPHY
BOOKS:
Irwin/McGraw- Hill.
India.
WEBSITES
www.wikipedia.com
www.slideshare.com
www.chron.com
www.Paytm.com
www.commodityindia.com
www.marketoperation.com
www.nextbigwhat.com
30
www.britannica.com
www.ecommerce-land.com
www.commodityindia.com
www.marketoperation.com
o Author: DejanPetrovic
VALUE DEALS
Economic Times)
31
QUESTIONNAIRE
Name: _____________________________________________________
Occupation:______________________
Address:_____________________________________________________________
_________________________________________________
Q1) Are you aware of Paytm application on Android , Windows And IOS.
Q2) Have you ever tried Paytm application for payment of bills or recharge.
Q3) Which of the following services do you generally use through Paytm application.
Cashbacks f) Never
32
Q5) Mark your frequency of using Paytm application.
Q6) Do you think Paytm application saves Time, Labour and is easy to use while
Q7) Mark your user experience and satisfaction before and after the use of Paytm
satisfying)
Time saving
Manual Labour
Ease of Use
33
Multiple usage of application
Q8) Did the Paytm application meet your expectations regarding recharge?
Q10) In your view is there a scope for any further improvement in the following
34