CHAPTER-1

1.1 INTRODUCTION

In today world smart phone has become important part of everyday life. As it has
become more affordable the number of smart phone users has increased dramatically. Not
only smart phones are used as communication devices, but also to be used as socialised tool ,
entertainment tool , internet access tool , and even payment tool.
Thanks to technology mobile users can nowadays use their smart phone to make money
transaction or payment by using applications installed in the phone. Besides payment people
can also store receipt, coupons, business cards, bills, etc… in their smartphones. When smart
phones can function as leather wallets, it is called ‘digital wallets’ or widely known as
“mobile wallets”.
The development of technology and technological advancement as made smart phone to
become essential part of daily life of people. Smart phone are used as a source of
communication device, socialised tool, entertainment, internet and even payment tool.
Mobile wallets with the support of mobile technology as allowed the owners of smart phone
to carry out many financial transactions and identification implements.
The mobile wallets money is used in the various areas of the world business like banks,
customers, and companies. The bank have taken a better position in providing a better
transaction service and payment to the customer’s requirement. For customers are dragged by
the shopping facilities that is given by mobile wallets and customers are attracted because of
convenience and speedy transaction. In case of companies, the companies’ aims at providing
facility o transaction service and payment choice to their clients and the multiple payment
combination facility providing by the companies are attached to mobile wallets services.

CUSTOMER PREFERENCE

Consumer preferences are defined as the subjective (individual) tastes, as measured

by utility, of various bundles of goods. They permit the consumer to rank these bundles of
goods according to the levels of utility they give the consumer. Ability to purchase goods
does not determine a consumer's likes or dislikes. Customer preferences are expectations,
likes, dislikes,motivations and inclinations that drive customer purchasing decisions. They
complement customer needs in explaining customer behavior. For example, a customer needs
shoes and they'd prefer a particular style, brand and color. Appealing to the preferences of
customers is a basic marketing technique that is useful for branding, product development,
distribution and customer experience. The following are common types of customer
preference. Convenience Preferring things that are easy such as a settling for a nearby
restaurant. Convenience is considered a strong type of customer motivation. Effort The
satisfaction that results from effort. For example, a customer who gains a sense of
accomplishment from a diy project. User Interfaces Some customers will prefer the simplest
user interface possible. Others will prefer lots of buttons to play with. This can be as much
about preference as need. Communication & Information Preferences related to
communication style and information density. For example, some customers want to read

1
detailed specifications and others want to hear a story. Stability v/s Variety Customers who
would prefer the same exact shoes they purchased a year ago in the same season versus
customers who prefer an incredible variety of shoes and avoid repeat purchases. Risk The
risk tolerance of the customer. Applies to seemingly innocuous things such as purchasing a
new brand for the first time. Values Preferences related to values such as customers who
purchase environmentally friendly products.Sensory Preferences related to color, look, taste,
smell, touch and sound. Time Time preferences such as a customer who prefers an attentive
waiter who drops buy every 5 minutes versus a customer who doesn't want to feel rushed.
Customer Service It is well known in the customer service industry that some customers
prefer friendly service and others prefer diligence and professional distance. For example, a
hotel porter who engages in friendly conversation versus dry information about the room and
hotel. Customer Experience Preferences related to the end-to- end customer experience. For
example, the interior design, lighting, art, music and social atmosphere at a cafe.

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 frontier of virtual wallet (mobile platform). MOBILE
TECHNOLOGY has paved a way through which people and businesses buy and sell the
goods and services. card, credit card, bank account etc.

2
1.2 OBJECTIVES:

● To study consumers preference towards usage of mobile wallets for cashless

payment.

● To identify the factors attracting by consumers to the usage of mobile wallets.

● To study the consumers level of satisfaction in using mobile wallets.

● To understand problem faced by the consumers in using mobile wallets.

3
1.3 SCOPE OF THE STUDY

With advancement in technology, things around us have changed drastically.

Technology caters to man’s comfort and convenience. With the help of your smartphone, you
can do everything. Be it ordering food or movie tickets etc… with the introduction of mobile
wallets it has become extremely convenient for a person to make cashless transaction.

Mobile wallet is the digital equivalent to the physical wallets in which we carry money. It is
an online platform which allows a user to keep money in it, just like a bank account. Mobile
wallets will play a significant role in day to day life as an increase in use of smart phone can
be seen and people are relying on digital life style to make things convenient and fast.

4
1.4 LIMITATIONS OF THE STUDY

● The study is restricted within Tirpur area.

● The shortage of time.

● The study is based on sampling technique, so there is chances of sampling errors.

● There may be errors due to bias of respondent.

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1.5 RESEARCH METHODOLOGY

The data that has been collected from various sources and presented in the form of
materialistic information is known as research methodology. Research methodology is
systematic way to solve any research problem. It may be understood as a science of studying
how research is done scientifically.
Research is common parlance to search for knowledge. One can also define research
as a scientific and systematic research for prominent information on a specific topic.
The quality of the project works depends on the methodology adopted for the study,
methodology, in turn, depends on the nature of the project work. The use of the proper
methodology is an essential part of any research. In order to conduct the study scientifically.

SOURCES OF DATA

The data is collected from a primary source.

PRIMARY DATA

The primary data are the data that are collected for the first time directly from people
This can be prepared by taking survey. The collection of data is through online survey by
using Google forms from people.

SAMPLE DESIGN

A sample design is a definite plan for obtaining a simple from a given population. It
refers to the technique or the procedure the researcher would adopt in selection items for the
sample

SAMPLING METHODS

For the purpose of sampling, Convenience sampling was used.

SAMPLE SIZE

The sample size taken for this research was 100.

TOOLS USED

Percentage Analysis

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 CHAPTER-2
REVIEW OF LITERATURE
Dr.HEM SHWETA RATHORE
In her research paper adoption of digital wallets by consumers have analyzed about
the factor that influence consumers in adoption of digital wallets and also analyzed the risk
and challenges faced by consumers in usage of digital wallets and concluded that shoppers
are adopting digital wallets largely due to convenience and ease to use and in the future years
digital wallets will gain more widespread acceptance.
AHMAD DARAGHMEH, CSABA LETNER , JUDIT SAGI.(2009)
“"Factors influencing behavioural intentions of “generation X” in Hungary to use
mobile payment”.Their main objective was to find various factors stimulating the consumer
behavior towards the usage of digital payment . The result of the study was that consumers
felt that mobile wallet payment as risk free payment and easy mode of non contact payment
variables.
K.M Siby(2010)
In his study” A study on consumer perception of Digital payments method in times of
Covid pandemic” Their intention was to study the perception of the consumer in digital
payment methods. Through statistical tools like Correlation and ANOVA the researcher
found that there is no significant variance in consumer perception of digital payments method
even in the time of Covid pandemic.
Dr C..Revathy and Dr. P.Balaji(2010)
“Determinants of Behavioural intention on E Wallet usage An empirical examination
in AMID of Covid 19 Lockdown period” .The main objective of their study was to study the
consumer preference and importance of e Wallet usage .and to explore the significant
predictors of consumer intention and behavior on e- wallet usage in a middle of Covid
Lockdown period. The statistical tools used in the study were frequency distribution, reverse
weighted average mean, ranking correlation and multiple linear regression analysis. The
result of the study was that college students mostly use the e-wallet payment as they use
mobile phones and the internet in an abundant manner, because it is very convenient for them
to access.

Dr.HEM SHWETA RATHORE

AHMAD DARAGHMEH, CSABA LETNER , JUDIT SAGI

K.M Siby

Dr C..Revathy and Dr. P.Balaji

7
SINGH, SHAMSHER (2011)
Identified that the consumer perception of digital payment has a significant and
positive impact on adoption of digital payment. there is no significant variance in consumer
perception based on the demographic factors such as gender, age, profession and annual
income of the patients. However education was found to significant influence for adoption of
digital payment
NIDHI SINGH, SHALINI SHIVATSAVA, AND NEENA SINHA (2012)
“A consumer preference and satisfaction on Mobile Wallet: a study on North Indian
consumers” The purpose of the research was to know the consumer intention and satisfaction
level towards mobile wallets . With statistical tools like ANOVA , Regression analysis, and
descriptive analysis the researcher found out that there was a significant association between
consumer perception , preference, usage and satisfaction . Additional variables like security,
trust and hedonism were other influencing variables.
POONAM PAINULY and SHALU RATHI (2013)
In their research paper mobile wallets an upcoming mode of business transaction
have analysed that ease of transaction secured profile and convenience in handling
application put forth the benefits of wallets money and also concluded that business sectors
like banking, retail, hospitality, etc…are making use of wallets money and mobile payment
instruments including contactless and remote payment in the customer's-business and
customers to customers areas.

SANAZ ZARRIN KAFSH (2014)

Made a study on developing consumer’s adoption model on mobile wallets in

Canada, by taking a sample of 530 respondents through convenience sampling. Partial least
square model was used to analyse the data. The focus of the study was to identify the factors
that influence the consumer’s adoption of mobile wallets. This study was based on
technology acceptance model (TAM) and innovative diffusion theory (IDT).As per the
analysis made by them, there is a relationship among perceived usage, perceived case of use
and perceived security in predicting the adoption of mobile wallets.

SINGH, SHAMSHER

NIDHI SINGH, SHALINI SHIVATSAVA, AND NEENA SINHA

POONAM PAINULY AND SHALU RATHI

SANAZ ZARRIN KAFSH

8
SHWETU KUMAR, VIJAY YADAV, ATIQU-U R-RAHMAN, ADITI
BANSAL (2014)
Made a study on Paytm. It studied about its achievement’s, technical architecture of
Paytm working and technologies of Paytm which include a study on supply chain
management web technologies of Paytm web based tool of Paytm and also describe about
electronic payment system.

NGOC DOAN (2014)

Conducted a study on consumer’s adoption in mobile wallets ,this study was

undertaken to understand about the consumers adoption status of mobile wallets with research
area limited in Finland. It also examine the marker situation of mobile consumers toward
mobile wallets. The study status that the adoption of mobile wallets among consumers in
Finland is only at the beginning stage and the success of mobile wallets depends on the
marketing strategies of mobile wallets companies as well as the financial policymakers in
Finland.

NEEHARIKA P & VN SASTRY (2014)

Conducted a study on a novel interoperable mobile wallets model with capability

based access control frame work, this study makes an important contribution towards the
development of a mobile wallets that can work across various platforms. As security is the
major concern when it comes to finance related information, this study addresses the security
issues by giving access control model that works towards interoperable mobile wallet.

NITIKA RAI, ANURAG ASHOK, JANHVI CHAKRABORTY,

PRAJAKTA AROLKER, SAUMEEI GAJERA (2015)
Made a study on” Mobile wallets; an SMS based payment system”. This paper
describe about replacing the current payment solution like credit card, debit cards and cash
with a simple short messaging services(SMS) based on solutions that would work on all
mobile phones irrespective of the network carrier and the manufacture .Transactions can
also take place between consumers that have subscribed to the service and merchants
irrespective of their subscription.

SHWETU KUMAR, VIJAY YADAV, ATIQU-U R-RAHMAN, ADITI BANSAL

NGOC DOAN

NEEHARIKA P & VN SASTRY

NITIKA RAI, ANURAG ASHOK, JANHVI CHAKRABORTY, PRAJAKTA AROLKER, SAUMEEI GAJERA

9
SHAUT JEAN MICHEL (2020)
proposes a joint approach to analysing key factors affecting the adoption of e-wallets
by using the ‘Technology Acceptance Model” and identified that the key factors of success of
this payment method are security, anonymity of transactions, the cost of transactions, as well
as the plurality of functions (payment, travel card, e-key for building access, etc.)

RAJESH KRISHNA BALAN, NARAYAN RAMASUBHU, GIRI KUMAR

TAYI (2021)
In their research paper digital wallet requirement and challenges have identified
about Singapore’s use of digital wallet and analysed the key challenge in building and
deploying a digital wallet.

SHAUT JEAN MICHEL

RAJESH KRISHNA BALAN, NARAYAN RAMASUBHU, GIRI KUMAR TAYI

10
 CHAPTER- 3
HISTORY OF THE COMPANY
HISTORY
Mobile wallets are also called digital wallets. In the present world mobile wallets
have an important role in everyday life. The technological advancement has made
smartphones as devices where the mobile users can make money transactions or payment by
using applications installed in phones. Mobile wallets have emerged as the most significant
contributor in pushing cashless and electronic payments. The smartphone and internet
connectivity of 3G and 4G is reflected in the robust growth of mobile wallets in India.

Origin and Expansion

The history of mobile wallets begins in July 2008, when apple started an app store
and opened it to third party developers, says Russ jones, an analyst at Glenbrook partners.
The opening gave just about everyone the opportunity to develop an app that held
payment data, he says.
It also led to a period lasting until about 2011 when the industry was up for graps
as uncertainty reigned about how the early mobile wallets would communicate payments
data, Jones says. But the question didn’t end there. The back and forth in the industry was
about what a mobile wallet was, how many wallets would there be, and would they all be
on your phone at the same time he says. During that time the payments industry was
learning towards storing transaction data in smartphones while the rest of the world was
enthusiastically embracing storage the cloud, according jones. Players who owned handset
thought the data should reside there, those who owned the SIM cards wanted data to live
there and those who controlled neither the handset nor the SIM cards tended to believe the
cloud should store the data he explain. The first working demonstration of how the
technology could converge came in May of 2011 with the introduction of the Google
wallets. Google had aligned partners who thought the smartphone should contain the data.
It was under the control of the wireless carrier and the wallet was an app on the phone that
Google developed. Bank participation was limited. So they were off to the races with that
jones adds. The Google offering proved mobile wallets could work but its system was
flawed because it was based on a laundry list of requirement that few consumers could
fulfill jones explains. First users had to have the right device one of only a few that
contained near-field communication (NFC) chips at the time. They also had to have the
right android operating system and a data plan with spirit. They had to have a card that not
only came from one just a couple of participating issuers but also had been designated for
use in the mobile wallets he says.
Not surprisingly the planets seldom aligned in just the right way to enable Google
wallets. And further complications ensued jones explain: when you walked into a store
you had to unlock the app.Now we would laugh at that with simple biometric
identification. Other missteps have occurred too. The graveyard of mobile wallets is filled
with some high profile names, Grover observes citing the demise of soft card which was
backed by wireless providers
Similar ventures by wireless companies in Canada, France and the United
Kingdom also failed, notes jones.In every country carriers thought they could band
together and control the mobile wallets, he says that belief turned out to be wrong.

11
MOBILE WALLETS:

A mobile wallets is a type of payment service through which businesses and

individuals can receive and send money via mobile devices. It is a form of e-commerce
model that is designed to be used with mobile devices due to their convenience and easy
access. A mobile wallets is also known as mobile money or a mobile money transfer.
A mobile wallets which is also called m wallets, digital wallets, or e wallets, refers
to a mobile technology that is used similarly to a real wallets. Credit and debit cards are
also available in the mobile wallets making secure transactions simple to conduct via a
mobile device.

12
 CHAPTER - 4
DATA ANALYSIS AND INTERPRETATION
The data collected from the samples have systematically applied and presented in the tables
under various heading in the following pages. They were also arranged in such a way, that a
detailed analysis can be made so as to present suitable interpretations for the same. The
statistical tools namely.

4.1 SIMPLE PERCENTAGE ANALYSIS:

The percentage analysis is namely used to specify the number of respondents in this
we sample falling in each category. Further, it is also used as a standard for comparison
purpose. A number of respondent’s distribution shows the number of frequencies in various
classes, Which helps to get preliminary ideas with the respects to objectives under study
.Therefore, as a first steps, number of respondents for various variables under this study
constructed. To interpret the results comprehensively percentage values are computed.

FORMULA:

Number of respondents
Percentage= --------------------------------- x 100
Total number of respondents

13
 TABLE NO 4.1.1
TABLE SHOWS THE RESPONDENTS WITH RESPECTS TO THEIR
AGE
S.NO AGE NO.OF.RESPONDENT PERCENTAGE(%)
1 15-20 37 37
2 21-30 28 28
3 31-40 21 21
4 Above 40 14 14
5 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 37% of the respondents are at the age group of
15-20 years, 28% of the respondents are at the age group of 21-30 years, 21% of the
respondents are at the age group of 31-40 years, 14% of the respondents are at the age group
of above 40 years.
Majority (37%) of the respondents are at the age group of 15-20 years.

14
 CHART NO 4.1.1
Chart showing on the basic of respondents age group

15
 TABLE NO 4.1.2
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
GENDER

S.NO GENDER NO.OF.RESPONDENTS PERCENTAGE(%)

1 Male 42 42
2 Female 58 58
3 Others 0 0
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 42% are the respondents are male and 58% of
the respondents are female and 0% of the respondents are others.
Majority (58%) of the respondents are at the gender of Female.

16
 CHART NO.4.1.2
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
GENDER

17
 TABLE NO 4.1.3
TABLE SHOWS THE RESPONDENTS WITH RESPECTS TO THEIR
EMPLOYMENT STATUS

S.NO OCCUPATIONAL NO.OF.RESPONDENT PERCENTAGE

STATUS (%)
1 Student 32 32
2 Profession 38 38
3 Housewife 19 19
4 Others 11 11
5 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 32% of the respondents of occupational
status is student, 38% of the respondents of occupational status is profession,19% of the
respondents of occupational status is Housewife,11% of the respondents of occupational
status is Others.
Majority (38%) of the respondents are from profession.

18
 CHART NO 4.1.3
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
OCCUPATIONAL STATUS

19
 TABLE NO.4.1.4
TABLE SHOWS THE RESPONDENTS WITH RESPECTS TO THEIR
MONTHLY INCOME

S.NO MONTHLY INCOME NO.OF. PERCENTAGE

RESPONDENT (%)
1 10,000-20,000 40.4 40.4
2 20,000-30,000 29.3 29.3
3 30,000-40,000 19.2 19.2
4 Above 40,000 11.1 11.1
5 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 40.4% of the respondents are from
10,000-20,000,29.3% of the respondents are 20,000-30,000, 19.2% of the respondents are
from 30,000-40,000,11.1% of the respondents are from the above 40,000.
Majority of the respondents are 40.4% from 10,000- 20,000.

20
 CHART NO 4.1.4
CHART SHOWS THE RESPONDENTS WITH RESPECTS TO THEIR
MONTHLY INCOME

21
 TABLE 4.1.5
TABLE SHOWS THE RESPONDENTS WITH RESPECTS TO THEIR
FAMILIAR OF MOBILE WALLETS

S.NO FAMILIAR WITH NO.OF.RESPONDENTS PERCENTAGE

MOBILE WALLETS (%)
1 Yes 72 72%
2 No 28 28%
3 Total 100 100%
Source Primary Data

Interpretation:
From the above table it is revealed that 72% of the respondents are from yes, 28% of
the respondents are from No.
Majority (72%) of the respondents are from Yes.

22
 CHART 4.1.5
CHART SHOWS THE RESPONDENTS WITH RESPECTS TO THEIR
FAMILIAR OF MOBILE WALLETS

23
 TABLE 4.1.6
TABLE SHOWS THE RESPONDENTS THAT RESPECT TO THEIR
MOBILE WALLET SERVICE WHILE MAKING PAYMENT

S.NO MOBILE NO.OF.RESPONDENTS PERCENTAGE

WALLET (%)
SERVICE
1 Googlepay 33 33
2 Paytm 50 50
3 Phonepe 17 17
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 33% of the respondents are Googlepay, 50%
of the respondents Paytm and 17% of the respondents are Phonepe.
Majority (50%) of the respondents are from Paytm.

24
 CHART 4.1.6
CHART SHOWS THE RESPONDENTS THAT RESPECT TO THEIR
MOBILE WALLET SERVICE WHILE MAKING PAYMENT

25
 TABLE 4.1.7
TABLE SHOWS THE RESPONDENTS THAT RESPECT TO GET
INFORMATION ABOUT MOBILE WALLETS

S.NO INFORMATION NO.OF.RESPON PERCENTAGE

ABOUT MOBILE DENTS (%)
WALLETS
1 Internet 34 34
2 Friends 47 47
3 Advertisement 19 19
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 34% of the respondents are from Internet, 47%
of the respondents are from Friends and 19% of the respondents are from Advertisment.
Majority (47%) of the respondents are from Internet.

26
 CHART 4.1.7
CHART SHOWS THE RESPONDENTS THAT RESPECT TO GET
INFORMATION ABOUT MOBILE WALLETS

27
 TABLE 4.1.8
TABLE SHOWS THE RESPONDENTS THAT RESPECT WHY DO
THEY PREFER MOBILE WALLET OVER OTHER MODE OF
PAYMENT

S.NO OTHER MODE NO.OF.RESPONDENTS PERCENTAGE

OF PAYMENT (%)
1 Time saving 32 32
2 privacy 42 42
3 Security 26 26
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 32% of the respondents are from Time
saving, 42% of the respondents are from Privacy, 26% of the respondents are Security.
Majority (42%) of the respondents are from Good.

28
 CHART 4.1.8
CHART SHOWS THE RESPONDENTS THAT RESPECT WHY DO
THEY PREFER MOBILE WALLET OVER OTHER MODE OF
PAYMENT

29
 TABLE 4.1.9
TABLE SHOWS THE RESPONDENTS THAT RESPECT TO THEIR
DURATION OF USING MOBILE WALLETS

S.NO DURATION OF NO OF PERCENTAGE

USING MOBILE RESPONDENTS (%)
WALLETS
1 Regularly 27 27
2 Often 38 38
3 Sometimes 34 34
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 27% of the respondents are Regularly, 38% of
the respondents Often, 34% of the respondents are Sometimes.
Majority (38%) of the respondents are from Often.

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 CHART 4.1.9
CHART SHOWS THE RESPONDENTS THAT RESPECT TO THEIR
DURATION OF USING MOBILE WALLETS

31
 TABLE 4.1.10
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
SATISFACTION LEVEL OF SERVICE AND FACILITIES OF MOBILE
WALLETS

S.NO SERVICE AND NO.OF.RESPONDENTS PERCENTAGE

FACILITIES OF (%)
MOBILE WALLETS
1 Excellent 28 28
2 Good 49 49
3 Average 23 23
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 28% of the respondents are Excellent, 49% of
the respondents are Good, 23% of the respondents are Average.
Majority (49%) of the respondents are from Good.

32
 CHART 4.1.10
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
SATISFACTION LEVEL OF SERVICE AND FACILITIES OF MOBILE
WALLETS

33
 TABLE 4.1.11
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
BALANCE AVAILABLE IN E-WALLET

S.NO BALANCE IN NO.OF.RESPONDENTS PERCENTAGE

E-WALLET (%)
1 100-500 31 31
2 500-1000 47 47
3 1000-3000 22 22
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 31% of the respondents are 100-500, 47% of
the respondents are 500-1000, 22% of the respondents are 1000-3000.
Majority (47%) of the respondents are from 500-1000.

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 CHART 4.1.11
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
BALANCE AVAILABLE IN E-WALLET

35
 TABLE 4.1.12
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
REASON FOR USING MOBILE WALLET

S.NO REASON FOR USING NO.OF.RESPONDENTS PERCENTAGE

MOBILE WALLET (%)
1 To save time 30 30
2 Privacy 53 53
3 Comfortable with securities 17 17
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 30% of the respondents are To save time, 53%
of the respondents are Privacy, 17% of the respondents are Comfortable with securities
Majority (53%) of the respondents are from Privacy.

36
 CHART 4.1.12
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
REASON FOR USING MOBILE WALLET

37
 TABLE 4.1.13
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
MOST PREFERABLE USAGE

S.NO MOST NO.OF.RESPONDENTS PERCENTAGE

PREFERABLE (%)
USAGE
1 Recharge 32 32
2 Transfer of Money 45 45
3 Utililty bill payment 23 23
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 32% of the respondents are Recharge, 45% of
the respondents are Transfer of money, 23% of the respondents are Utility bill Payment.
Majority (45%) of the respondents are from Privacy.

38
 CHART 4.1.13
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
MOST PREFERABLE USAGE

39
 TABLE 4.1.14
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
ATTRACTING FACTORS OF USING MOBILE WALLETS

S.NO ATTRACTING NO.OF.RESPONDENTS PERCENTAGE

FACTORS (%)
1 Time saving 33 33
2 Privacy 29 29
3 Security 22 22
4 24 hours accessibility 16 16
5 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 33% of the respondents are Time saving, 29% of
the respondents are Privacy, 22% of the respondents are Security and 16% of the respondents
are 24 hours accessibility.
Majority (33%) of the respondents are from Time saving.

40
 CHART 4.1.14
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
ATTRACTING FACTORS OF USING MOBILE WALLETS

41
 TABLE 4.1.15
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
PROBLEM FACED WHILE USING MOBILE WALLETS

S.NO PROBLEM NO.OF.RESPONDENTS PERCENTAGE

FACED (%)
1 Slow connectivity 45 45
2 Internet 38 38
3 Posters/banners 17 17
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 45% of the respondents are Slow connectivity,
38% of the respondents are Internet and 17% of the respondents are Posters/
Majority (45%) of the respondents are Slow connectivity.

42
 CHART 4.1.15
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
PROBLEM FACED WHILE USING MOBILE WALLETS

43
 TABLE 4.1.16
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
RECOMMENDATION OF MOBILE WALLETS

S.N RECOMMENDATION NO.OF.RESPOND PERCENTAGE

O OF MOBILE WALLETS ENTS (%)

1 Yes 72 72

2 No 28 28

3 Total 100 100

Source Primary Data

Interpretation:
From the above table it is revealed that 72% of the respondents are yes and 28% of the
respondents are No.

Majority (72%) of the respondents are Yes.

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 CHART 4.1.16
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
RECOMMENDATION OF MOBILE WALLETS

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 TABLE 4.1.17
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
SATISFACTION LEVEL OF MOBILE WALLETS SERVICES

S.NO SATISFACTION NO.OF.RESPONDENTS PERCENTAGE

LEVEL OF MOBILE (%)
WALLETS SERVICES
1 Highly satisfied 32 32
2 Satisfied 52 52
3 Neutral 16 16
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 32% of the respondents are Highly satisfied,
52% of the respondents are Satisfied and 16% of the respondents are Neutral.
Majority (52%) of the respondents are Satisfied.

46
 CHART 4.1.17
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
SATISFACTION LEVEL OF MOBILE WALLETS SERVICES

47
 TABLE 4.1.18
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
SATISFACTION LEVEL WITH SECURED TRANSACTIONS

S.NO SECURED NO.OF.RESPONDENTS PERCENTAGE

TRANSACTIONS (%)
1 Strongly agree 66 66
2 Strongly disagree 34 34
3 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 66% of the respondents are Strongly agree and
34% of the respondents are Strongly disagree.
Majority (66%) of the respondents are Strongly agree.

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 CHART 4.1.18
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
SATISFACTION LEVEL WITH SECURED TRANSACTIONS

49
 TABLE 4.1.19
TABLE SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
DEVICE USED FOR MAKING MOBILE WALLETS

S.NO DEVICE USED NO.OF.RESPONDENTS PERCENTAGE

(%)
1 Smartphone 42 42
2 Computer 35 35
3 Both 23 23
4 Total 100 100
Source Primary Data

Interpretation:
From the above table it is revealed that 42% of the respondents are Smartphone,
35% of the respondents are Computer and 23% of the respondents are Both.
Majority (42%) of the respondents are Smartphone.

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 CHART 4.1.19
CHART SHOWS THE RESPONDENTS WITH RESPECT TO THEIR
DEVICE USED FOR MAKING MOBILE WALLETS

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 CHAPTER 5

FINDINGS, SUGGESTIONS AND CONCLUSION

5.1 FINDINGS:

SIMPLE PERCENTAGE ANALYSIS:

● Majority 37% of the respondents are from 15-20 years.

● Majority 58% of the respondents are from Female.
● Majority 38% of the respondents are from Profession.
● Majority 40.4% of the respondents are from Above 40,000.
● Majority 72% of the respondents are from Yes.
● Majority 50% of the respondents are from Paytm.
● Majority 47% of the respondents are from Friends.
● Majority 42% of the respondents are from Privacy.
● Majority 39% of the respondents are from Often.
● Majority 49% of the respondents are from Good.
● Majority 47% of the respondents are from 500-1000.
● Majority 53% of the respondents are from Privacy.
● Majority 45% of the respondents are from Transfer money.
● Majority 33% of the respondents are from Timesaving.
● Majority 45% of the respondents are from slow connectivity.
● Majority 72% of the respondents are from Yes.
● Majority 52% of the respondents are from Satisfied.
● Majority 66% of the respondents are from strongly agree.
● Majority 42% of the respondents are from Smartphone.

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5.2 SUGGESTIONS
● There is a recommendation to provide security to the consumers to use mobile
wallets.
● The study recommends that to provide the mobile wallets to give the possible
information to the consumers.
● The study reveals the give more privacy to the consumers for the use of mobile
wallets.
● The awareness of the mobile wallet providers is rising when compared to the
preference of usage of services.
● To reduce the problems of the usage of the mobile wallets services.
● To give more fast to the services of mobile wallets.
● There is a recommendation to give more usage videos to the consumers to increase
their usage of mobile wallets.
Besides, as technology advancement in today world ,research study should not just focus on
tradition payment system but also online payment system. Thus, this will be easier for the
future researcher to obtain more information in this particular

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5.3 CONCLUSION
This study examined the young consumer’s preference of mobile wallets gate way
for cashless payment. It also aims to find out the consumers preference towards usage of
mobile wallets for cashless payment, consumers level of satisfaction in using mobile wallets,
to understand problem faced by the consumers in using mobile wallets.
Mobile wallets will play a significant role in day to day life as an increase in use
of smart phone can be seen and people are relying on digital life style to make things
convenient and fast. The respondents get information about the mobile wallets is internet.
The most of the people use mobile wallets is Paytm. Most preferable usage of mobile
wallets is recharge and utility of bill payment. The study implies the today life is more
important to the mobile wallets service such as Paytm, mobikwik bhim, free charge etc
Mobile wallets has become extremely convenient for a person to make cashless transaction.
After the demonetization the usage of mobile wallets is increasing day by day. So the
mobile wallets service method is help to people for bill payment, transfer money etc…

54
5.4 BIBLIOGRAPHY

BOOK

1. Bloemer, J.M.M. and kasper, H.D.P.(1995) The complex Relationship between consumer
satisfaction and Brand Loyalty. Journal of Economic Psychology, 16,311-329.

2. Jones Micheal A, Suh Jaebeom, Transaction- specific Satisfaction and overall satisfaction:
an empirical analysis. J Serv Mark 2000; 14(20; 147-59.

3. Patterson Paul G. Johnson Lester W, Spreng Richard A Modeling the determinants of

customer satisfaction for business -to- business professional services. Acad Mark Sci 1997;
25(1): 4-17.

4. Pessmier, E, A, 1995 "A New way to Determine Buying Decisions, "Jouma\ of Marketing,
24:41.46 \

5. Brandchannel.com (2006) (Http:www.brand channel.com), 18 August 2006.

6. Reich held, F.F and W.E Sesser, 1990. Zero defection

WEBSITES

● https://www.google.com
● www.iamwire .com
● www.ashitha devan.com
● www.techopedia.com

55
5.5APPENDIX

QUESTIONNAIRE OF MOBILE WALLETS FOR CASHLESS

PAYMENT
1. Age group

a) 15-20

b) 21-30

c) 31-40

d) Above 40

2. Gender

a) Male

b) Female

c) Others

3. Occupation

a) A Student

b) Profession

c) House wife

d) Others

4. Monthly income

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 a) 10,000-20,000

b) 20,000-30,000

c) 30,000-40,000

d) Above 40,000

5. Are you familiar with mobile wallets?

a) Yes

b) No

6.Which mobile wallets service you used for making payment

a)Google pay

b)Phonepe

c)Paytm

7. Where did you get information about mobile wallet

a)Internet

b)Friends

c)Advertisement

8.Why do you prefer mobile wallets over other mode of payment

a)Time saving

b)Privacy

c)Security

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9. How often do you use mobile wallets?

a)Regularly

b)often

c)Sometimes

10.How will you rate the overall services and facilities on mobile wallets?

a)Excellent

b)Good

c)Average

11.On average,how much balance do you/would you keep in your e-wallet?

a)100-500

b)500-1000

c)1000-3000

12.What is the reason for you to start using the mobile wallets payment gate way services?

a)To save time

b)Privacy

c)Comfortable with securities

13.What is your most preferable usage on mobile wallets

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 a)Recharge

b)Transfer money

c)Utility bill payment

14.What is the attracting factors to using mobile wallets?

a)Time saving

b)Privacy

c)Security

d)24 hours accessibility

15.Are there any obstacles you face while using mobile wallets

a)Slow connectivity

b)Internet

C)Poster/Banners

16.Do you recommend others to use mobile wallets service?

a)Yes

b)No

17.How much satisfied are you with the mobile wallets service that you have used?

a)Highly satisfied

b)Satisfied

c)Neutral

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18.Do you believe your transactions are secured?

a)Strongly agree

b)Strongly disagree

19.Which device do you use for making the payment via E-wallet?

a)Smartphone

b)Computer

c)Both

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