CHAPTER-I

1.1 INTRODUCTION

As electronic device that allous an individual to make electronic commerce

transaction is termed as a digital wallet. This can include purchasing Items online using a
smart phone or with a computer to purchasing something at store. Digital wallet is also a
system information and passwords for number payment methods and websites. Digital
wallers can be used in conjugation with mobile payment systems that which allow the
costomers to pay for purchases with the help of their smartphones. They can also be used to
store layalty card information and digital coupons it is also know as an e-wallet.

In india,where most of the population doesn’t have credit and debit cards,the mobile
phone is fast becoming a tool that act as a catalyst for digital payment solution. After e-
commerce,that digital and wallet payment will be the next big wave PAYTM is one amone
them every human being is a cunsumer of different produces if there is no consumers no
business. Therefore,costomer satisfaction is very important to every business concerns
organization that strive beyond minimum standards and exceed the expectations of their
customers are likely to be leaders in their soctor; customers are recognized as key partners in
shaping service development and assessing quality of service delivery here in this study. An
attempt is made to study the customer satisfaction on verious services provided by PAYTM

PAYTM is a payment gate way to facilitate indian e-commerce platform.

Launched 2010. Owned by one 97 communications. The company in headauartered in
noida.PAYTM emtered india`s e-commerce market in 2014. focuses on mobile and DTH
recharge. It gradually provided recharging and bill payment of various portals including
electricity bill gasbill as well as telephone bill.we have over 20mit registered users in a short
span of time PAYTM has scaled to more than 15 million orders per month.

Adoption of cashless transaction has been significantly pushed by prime minister

Mr.Narendramodi as pert of government reformsafter demonetization of high value currency
of Rs.500 and 1000 which account for 86% 0f cash circulation. The demonetization resulted
in unprecedented growth in digital payment.by february 2018 digital wallet companies had
shown a growth of 271 percent for a totel value of us$2.8 billion Rs.191crores in indian
government and private sector companies such as PAYTM freecharge and mobik wik had
been aaggressively pushing several digital payment applications. Including the aadhaar

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payment app the UPL app and the National Payment Corporation of India (NPCI) developed
the Bharat Interface for Money(BHIM) app. Digital transfers using apps has brought
behavioural change and helped in the adoption of digital payment this has resulted in ease of
transfer of money in rural areas which was not touched earlier by the digital payment method
now many foreign investory want to invest in digital payment industry because of scope of
tremendous expansion in india.

Customer satisfaction, a business term is a measure of how products and services supplied
by a company meet or surpass customer expectation. It is seen as a key performance indicator
within business and is part of the four of a balanced scorecard. Increasing competition
(whether for-profit or non profit) is forcing businesses to pay much more attention to
satisfying customers. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy. Organizations need to retain existing customers while targeting
non-customers. Digital payment gateway is an e-commerce application, which facilitates
acceptances of electronic payment and authorizes credit card payment for online retailers, e-
business etc. This payment gateway facilitates the transfer of information between a payment
portal (such as wed site, mobile phone or interactive voice response service) and the front end
processor. Digital payment system to an electronic device that allows an individual’s to make
electronic commerce transaction and also to purchase online items. It also facilitates digital
wallet where it is linked to an individual’s bank accounts. Customers use digital wallets to
store payment data, eliminating the need to re-enter information each time when they make a
purchase. Digital payment system is a sample of EDI. E-commerce payment systems have
become popular in increasing way due to widespread use of the internet based shopping. It
includes security measures by use of Card Verification Number (CVN) which detects fraud
by comparing the verification printed on the signature strip with information on file with card
holder’s issuing bank. Digital payment system has a certificate from anauthorized
certification authority that provides public key infrastructure (PKI) for securing credit and
debit transactions. Nowadays, credit cards play a major role become popular method of
making online payment but it is expensive. An electronic payment typically involves the
following phases, Registration, Invoicing, Payment selection and processing, Payment
authorization and confirmation Digital payment system includes 3 common electronic
payment instruments namely, cash, cheque, and card. The purpose of an electronic payment
is to transfer value from payer to payee. This process involves a financial institution. In

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today’s world, we need an e-payment system that would not only provide secure payment bur
should also have effort to use mobile devices as “electronic wallet” to store payment details
and account information.

In today-world, smartphone has become essential part of daily life. India will exceed 200
million smartphone users, topping the US as the world’s second largest smartphone market
by the end of 2016 due to increasing penetration of affordable smart mobile devices in the
country. Shoppers are adopting digital wallets at an incredibly rapid pace, largely due to
convenienceandeaseofuse.
PayTm made its way into the e-commerce market in the year 2014. PayTm now
offers multiple products ranging from primary mobile recharges to buying apparels or
electronics enabling customers to get everything at one place. Thus, over a period of time, it
has become both a payment platform as well as the marketplace. It has even obtained the
license from Reserve Bank of India to run a Payments Bank The aim of this research
paper is to analyze the usage of PayTm by users for which respondents were categorized on
the basis of, age, Frequency of usage, Purpose of usage and average monthly spending on
PayTm.

Unified Payment Interface is a mobile centric, real time interbank payment system
which has the potential to transform and universalize digital payments in India. UPI is a
system that power multiple bank accounts into a single mobile application (of any
participating bank), mergingseveral banking features, seamless fund routing & merchant
payments into one hood. It also caters to the “Peer to Peer” collect request which can be
scheduled and paid as per requirement and convenience. In August 2016, NPCI launched
Unified Payment Interface (UPI), a next generation mobile based payment system which
enables real time bank payments thus making smart phone as a primary payment device for
both consumers and merchants and to universalize digital payments in the country. The UPI-
enabled,you interface will allow account holders across banks to send and receive money
from their smart phones using just their Aadhaar unique identity number, mobile phone
number or virtual payments address global without entering bank account details.

According to NPCI, so far only 29 banks have agreed to start this service. If your bank is UPI
can ask it to connect you to the system. To initiate a transaction, you can use two types of
address or local. Global address includes your mobile, Aadhaar and bank account numbers. A

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local address can be a virtual address. Let’s say your bank gives you a virtual ID similar to
your email ID (for instance, name@ company name). This virtual address will allow you to
send and receive money from multiple banks and prepaid payment issuers. Paytm india
largest mobile commerce platform is an india commerce shopping website. Since its launch it
began to launch various services on the digital platform viz. offering mobile recharge, gas
bill, electricity bill, telephone bill payments etc. lately,it offersverious facilities such as DTH
recharge, insurance facilities.

1.2 STATEMENT OF THE PROBLEM

It is obvious that the researcher establish the study about the key determinants of
customer satisfaction towards PayTm users in Coimbatore city to acquire the customer
satisfaction response to the service as well as to analyse the most appropriate solutions for the
problem. Nowadays the customer’s uses many mobile wallet services in Coimbatore city
PayTm service users in Coimbatore city have been receiving many negative feedbacks in
terms of Payment gateway failure, Problem with acceptance of debit/credit card, Failure of
Paytm Apps, Delay in confirmation of order, security transactions, connectivity and Services
quality. Therefore, in this research it is very important to identify the customer’s satisfaction
level and feedback on the usage and adoption of PayTm service users in Coimbatore city.

1.3 OBJECTIVES OF THE STUDY

 To identify the customer preference among PAYTM users in Coimbatore city.
 To measure the customer satisfaction level of PAYTM services.
 To explore the way to improve the awareness about PAYTM in Coimbatore city.
 To determine the major problems faced by the PAYTM users.

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1.4 RESEARCH METHODOLOGY

 Area of the study

area of the study refers to coimbatore city
 Sample size
the data was collected from 120 respondents using convenient sampling methods
 Sampling method

The researcher used convenient sampling method taking 120 respondents from the total
population of the study.

 Analytical frame work

For analysing the data, the researcher used simple percentage method, chi-square test ,
Weighted average, Friedman rank test

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 1.5 LIMITATIONS OF STUDY

 The respondents were less interested in answering the questionnaire as they felt that it
was an interrupting to their regular work
 The number of respondents was limited to 120 only.
 The area of study is limited to Coimbatore.

1.6 CHAPTER SCHEME

Chapter-1 introduction of the study

The chapter deals with introduction, significance of the study, statement of the problem,
objective of the study, methodology, limitation of the study and chapter scheme.

Chapter-2 review of literature

This chapter present review of the past study

Chapter-3 overview of the study

This chapter deals about the overview of the study

Chapter-4 analysis and interpretation

This chapter presents the analysis and interpretation of the data collected

Chapter-5 findings, suggestions and conclusion

This chapter presents the summary of findings, suggestions and conclusion

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 CHAPTER-II

REVIEW OF LITERATURE

 Rajesh KrishnaBalan, Narayan Ramasubbu, Giri Kumar Tayi studied in their paper
“Digital Wallet: Requirements and Challenges” (1999) that the requirements and
challenges of deploying a nationwide digital wallet solution in Singapore. Further they
discussed why Singapore is ready for a digital wallet and identify the key challenges in
building and deploying a digital wallet. Then discussed one of the key challenges,
supporting peer -to-peer cash transactions between individuals using a digital wallet, in
more detail and end the paper with their proposed solution.

 Prof TrilokNathShukla in his paper “Mobile Wallet: Present and the Future” (June
2000) has discussed about mobile wallet, working, types and its advantages and
disadvantages. His analysis included perception of consumers and retailers about mobile
wallets. He concluded that mobile wallets will be used to engage with the customer by
the marketers and digital businesses. Irrespective of the market status of these mobile
wallets, marketers should take advantage of the emerging opportunities.

 Dr.PoonamPainuly,ShaluRathi in their paper “Mobile Wallet: An upcoming mode of

business transactions” (May 2001) has explained about mobile wallet, types and trends.
Then discussed about Role of mobile wallet in various sectors like Banks, Retail and
Hospitality. The paper explains the importance of mobile wallet for Banks, Customers
and Companies. In future scope it talks of mobile wallets becoming a latest marketing
channel in near future. And contribute highly in a seamless shopping experience for the
customers that increase their tendency for frequent and more repurchases with delightful
experiences. To conclude they speak the importance and growth of mobile money in
business, social and economic prospective. The presence of mobile wallet spreading

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 from urban to rural areas on a large scale. Hence, wallet money sees a high bright future
in near time.

 Dr.KarminderGhuman and CSShrutiSrivastava(2002) in their paper ““Recharging:

the Right Way?? A case study on e-payment giants: Freecharge &PayTM”hasasked
readers a strategic question that in the emerging internet based service provision
industry, whether it is a better strategy to develop a unique positioning on the basis of
single key service or it’s better for an organization to offer multiple services, thereby
reducing risk, increasing traction and thus increasing its valuation? And thus they have
compared Paytm and Freecharge who are employing opposite strategies to find out
which one is better.

 ThaeMin Lee in his paper “The impact of perceptions of interactivity on customer trust
and transaction intentions in mobile commerce” (2003) investigated the impact of
perceptions of interactivity on consumer trust and transactions in mobile commerce and
concluded that trust does in fact play a significant role in determining consumer
transaction intentions. Hsin-Hui Lin and Yi-Shun Wang in their paper “An examination
of the determinants of customer loyalty in mobile commerce contexts” (2005) examined
the factors that contributed to customer loyalty in mobile commerce; perceived value and
trust were found to be directly related to customer satisfaction and customer loyalty;
customer satisfaction was also suggested to positively affect customer loyalty; and habit
was proposed to determine customer loyalty. They also found that customer loyalty was
directly affected by perceived value, trust, habit, and customer satisfaction. Customer
loyalty was evaluated to be a strong determining factor in acceptance of mobile
commerce.

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 Key Pousttchi and DietmarG. Wiedemann in their paper “What Influences Consumers’
Intention to Use Mobile Payments?” (2004) studied the adoption of mobile payments and
evaluated what key influences affected consumers to use mobile payments and found
that subjective security was not a primary driver of mobile payment acceptance. They
found that perceived confidentiality of payment details and perceived trustworthiness
were strongly correlated. Four key variables were found to directly impacting consumer
intention and usage behavior: performance expectancy, effort expectancy, social
influence, and facilitating conditions.

 DEMONETISATION: HRD Ministry plans month-long campaign to spread digital

awareness among students (Firstpost.com, PTI, December 8, 2005) The Ministry of HRD
launched a campaign named VISAKA to aware people regarding demonetization. Union
HRD Minister PrakashJavadekar held a meeting through video conferencing with
Vice Chancellors and senior officials dealing with higher education in states and said that
the initiative -- VittiyaSakshartaAbhiyan(VISAKA) is getting a very enthusiastic
response from students. It was further announced that as part of the campaign, each
student will join digital platform and initiate their family as well as ten others towards
cashless transactions. In two hours itself there were more than 2,000 registrations. To
register volunteers, we are appealing to all college students to become volunteers in this
transformation of India campaign of digital financial literacy, the minister said.

 Finance Ministry launch ad campaigns to subtract Demonetisation grief (Times Of

India, AnirbanChowdhary, December 26, 2006) The finance ministry has been launching
a series of advertising campaigns to extol the virtues of the move and what is touted as a
resultant cashless economy. The first of the mandates for the campaign was given to
Ogilvy & Mather (O&M) and Crayons Advertising, also the BJP's chosen agencies for
the on-going UP poll campaign Another initial one was done by O&M. Executive
chairman PiyushPandey confirmed the mandate. "These were done on hoardings
primarily in the form of testimonials by the common man/woman. Each message ended
with the punch line: 'Mera paisa surakshithai'(my money is safe)," said a second senior

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 executive at the agency. The campaign was meant to allay initial fears of the people that
all their cash savings have come to naught.
 Modigov Spending 1.4Crore On Ads Every day, Spent 10 Cr On Demonetisation
Awareness Campaign! (Irony Of India, December 5 2007) A cost of 23.5percent of the
total advertising budget of Rs170crore was allocated to the ministry of information and
broadcasting for the promotion of the drive. And spending on the campaign has
increased over the years as the government releases more ads, including television
commercials, to promote sanitation and end open defecation,‖ says the report citing a
person close to the development.The Central government has spent more than
Rs1,100crore in two and a half years (from June 1, 2014 to August 31, 2016) on
advertisements, according to information provided by the Union Information and
Broadcasting Ministry to activist Ram veer Singh under the Right to Information. On
breaking down the figure, it comes to around Rs1.4crore per day. Notably, this spending
is only for advertisements on television, the Internet and other electronic media. It does
not include other platforms like print advertisements, hoardings, posters, booklets and
calendars. The total sum will be much higher if these costs are also included.
 Paytm highlighted that brand reposition is based on allied belief (Haugtvedt et al., 2008)
while designing, working and developments of PAYTM which consolidated an
examination on organizing a store, web progression, online gadget and also depicted
about electronic portion system (Shwetu Kumar, Vijay Yadav, Atiqu-Ur-Rahman,
AditiBansal, 2014) FE Bureau (2017).

 Md. Abdul Bashir, Mass Hareeza Ali and Md. Reaz (2009) Customer’s Satisfaction
towards E-banking in Bangladesh analyzed the importance of the satisfaction level of
customers using online services and importance of certain dimensions like like ATM,
Credit Card, Internet/Online, Tele banking, and SMS Banking. The study also pointed
out that in Bangladesh a legal framework for payment is needed and the Government
should increase its investment in these sectors and develop the technology-based
institutions for providing proper services to the nations.

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 FE Bureau (2010) states that According to the RBI: Demonetization has increased the
growth of Paytm&Mobikwik which is known as the Digital payment companies.
“ANewspaper Article in Financial Express”.

 Brawn et al., (2011) stated that the ads do support a typical experience. The promotion
through Paytm guarantees that that it is a cordial and a fast-well-ordered process which is
secured toward the finish of buyers and advertisers. The utilization of Paytm application
conveyed the guarantee in this manner Paytm increased better selection in contrast with
other portable wallets.

 Haugtvedt et al., (2012). Paytm featured that brand reposition is based on aligned belief.
Here customers where helping the administration to battle dark cash. The shoppers
needed to be a dynamic help to this preface along these lines they starred utilizing
computerized installment modes.

 Vijay Shekhar Sharma. (Paytm founder) Oct 23, 2013 China’s Alabama and Japan’s
SoftBank-backed Paytm Mall is stepping up focus on categories like grocery and
fashion, which can increase repeat customer transactions as it looks to compete with
Walmart-backed Flipkart and Amazon India, which control over 80% of the online retail
market. Paytm Mall wants to differentiate itself, with online to offline (O2O) push to
deliver 50% of the orders in 24 hours from 33% right now,

 KiranVasireddy, COO – Paytm, December 12, 2014 said, “Paytm has become the
preferred payment choice amongst customers for in-store payments in India. Today,
Paytm is accepted at the largest variety of stores ranging from large brand outlets to
online platforms as well as small retailers across India. With ‘Paytm Cashback Days’, we
celebrate our customers choosing Paytm as their preferred mode for payments at offline
or online merchants by rewarding them with the best deals & cashback of the year.

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 CHAPTER-III

OVERVIEW OF THE STUDY

PAYTMOne97 Communications Ltd established “Pay Through Mobile” which is popularly
known as PayTM in August 2010 as a prepaid mobile recharge website. Vijay Shekhar Sharma is
the CEO of PayTM. PayTM was launched as a mobile recharge website but today it is India’s
leader in e-commerce. . It allows to transfer money into its integrated wallet by debit card, credit
card and net banking. This wallet can be further used to make payments for recharge, bill
payments and shopping (Unicorn 2016). In the last 6 years, it has evolved over and has become
the first choice of the users among all the existing payment platforms in India. It started by
allowing the recharges for mobile phones, but soon it started providing payment options for other
utilities such as metro card, Direct To Home (DTH), data cards, electricity and water bills, flight
and bus tickets. Additionally, it gives advantage of buying goods from its e-retail platform. After
capturing the e-commerce market it has also jumped into M-commerce too which allow small
business owners to list their products on its website. The PayTM mobile wallet was launched in
the year 2013.There are various other payment platforms like PayTM but PayTM has managed
to dominate the market with its high security features, it is highly secured because it is approved
wallet by Reserve Bank of India.

Paytm was the first online payment company to set up operations in India. Their timing
was perfect since they started operations at around the same time when smart phones started
becoming popular.

The present study is taken into consideration only one objective that ‘to know Paytm’s
Growth in India as a Digital Payment Platform. ’The study is based on secondary data, which is
collected through various books, business magazines, journals, newspapers, research studies
internet, web sites, and etc., which is presented about growth of paytm since from origin.

Paytm launched Digital Gold in collaboration with accredited refinery MMTC-PAMP, which
allows users to buy, sell and even store gold at no additional cost or transaction fee, barring a
small amount that to buyers pay as making and delivery charge. Paytm allows users to buy gold
for as little as INR 1. Paytm aims to build a Gold Bank account, which will allow users not only

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to buy gold, and store it in digital form, but also to use the gold to buy other services on Paytm -
from recharging to pay utility bills, or book movie tickets to buy shoes and clothes from Paytm
Mall. Therefore, this Digital Gold is a footstep towards the main objective of building the Gold
Bank Account. This initiative will increase the liquidity of gold that usually lies in the locker or
staked away in form of jewellery, rarely taken out, except for some occasion.

The Digital India programme is a flagship programme of the Government of India with a vision
to transform India into a digitally empowered society and knowledge economy. “Faceless,
paperless, Cashless” is one of professed role of Digital India.

An E-Wallet, sometimes called a digital wallet, is a secure place that contains one or more
currency purses. Your shoppers can fund a eWallet in several different ways. Once funded,
shoppers can use eWallets online to buy goods or services.

A shopper must register with the provider, and may have to complete a full KYC (Know Your
Customer) process before they're allowed to use an eWallet. Some payment service providers
have the concept of a verified and unverified eWallet account for users who have completed
KYC and those who haven't. Verified shoppers normally have a higher spending limit.

PAYTM ADVANTAGES

 Paytm wallet is high-speed cash bank on recharge and bill payment

 Online shopping
 Bus ticket booking
 Train ticket booking
 Flight ticket booking
 Its highly secured
 No need to carry debit card and credit card
 There are mush cash bank offers updated daily.

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PAYTM PROBLEMS

 Money management is online so there is always I think security issue

regarding your card details.
 When someone login on a particular device, it saves a cookie (small
information file) and next time login, it don’t even sends OTP on phone
most of the time
 Its logged in timeout is so less long this is span in which user will
automatically log out after it logged in even after two days also when leave
it is without logging out and close my browser or tab this is serious security
issue, you have to tack care of sharing your personal PC or phone with
someone.
 Saving the card details for faster checkout (is also valuable feature and can
be misused
 Paytm has poor customer service when your payment or money gets stuck
due to any technical issue. They have a hectic troubleshooting management
and if case happens, costumer can suffer badly their customer service
mostly relies on email and believe me, emails are not answered frequently
 When your payment gets failed or your get cash bank. Money is not
returned to your account they return it in their digital wallet and 95%
people use it if is not a significant account for paytm purchases only.

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 CHAPTER-IV
DATA ANALYSIS AND INTERPRETATION
This chapter deal with the analysis and interpretation of the study on the topic "A study on
customer satisfaction towards of pay-tm with special response to Coimbatore city" based
population of 120 customer. The collected data are classified, tabulated and the following. The
data have been analysed using the following statistical tools

 simple percentage
 chi-square test
 Weighted average
 Friedman rank test

SIMPLE PERCENTAGE ANALYSIS

TABLE 4.1.1
TABLE SHOWING THE AGE OF RESPONDENTS
AGE NO.OF RESPONDENTS PERCENTAGE
18-20 79 65.8
20-30 21.7 21.7
30-40 5.8 5.8
40-Above 6.7 6.7
TOTAL 120 100
Source: primary data

INTERPRETATION

Out of 120 respondents65.8% are between 18-20 years, 21.7% are between 20-30years, 5.8% are
between 30-40 years, 6.7% are between 40- above years.

Thus the majority of the respondents are age between 18-20 year.

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 EXHIBIT 4.2.1
CHART SHOWING AGE OF RESPONDENTS

17
 TABLE:4.1.2

TABLESHOWING GENDER OF RESPONDENTS

GENDER NUMBER OF PERCENTAGE OF

RESPONDENTS RESPONDENTS
MALE 53 44.2
FEMALE 67 55.8
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION
Out of 120 respondents 44.2% are male, 55.8% are female. Most of respondents
are Female.

Thus the maximum of the respondents are female.

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 EXHIBIT: 4.2.2
CHART SHOWING GENDER OF RESPONDENTS

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 TABLE 4.1.3
TABLE SHOWING MARITAL STATUS RESPONDENTS.
MARITAL STATUS NUMBEROF PERCENTAGE
RESPONDENTS
MARRIED 12 10
UNMARRIED 107 89.2
WIDOW 1 8
DIVORCEE 0 0
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION:
Out of 120 respondents 10% of them are married, 89.2% of them are unmarried, 8% of them are
widow. Most of the respondents are unmarried.

Thus the majority of the respondents are unmarried.

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 EXHIBIT: 4. 2.3
CHART SHOWING THE MARITAL STATUS OF RESPONDENTS

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 TABLE:4.1.4
TABLE SHOWING EDUCATIONAL STATUS OF RESPONDENTS.
EDUCATIONAL NUMBER OF PERCENTAGE
RESPONDENTS
UNDERGRADUATE 80 66.7
POSTGRADUATE 20 16.7
PROFESSIONAL DEGREE 8 6.7
OTHERS 12 10
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION:
In the above table, out of 120 respondents 66.7% are undergraduate, 16.7% are post graduate,
6.7% are professional degree and 10% are others. Most of the respondents are under graduate.

Thus the majority of the respondents are under graduate.

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 EXHIBIT: 4.2.4
CHART SHOWING THE EDUCATION STATUS OF
RESPONDENTS

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 TABLE 4.1.5
TABLE SHOWING PLACE OF RESIDENCE
NUMBER OF PERCENTAGE
AREA RESPONDENTS
URBAN 39 32.5
RURAL 58 48.3
SEMI URBAN 19 15.8
OTHERS 4 3.3
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION
The above table shows that, out of 120 respondents, 32.5% are in urban area, 48.3% are in
rural area, 15.8% are in semi urban area and 3.3% are others. Most of the respondents are in rural
areas.

Thus the maximum of the respondents are rural area.

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 EXHIBIT: 4.1.5
CHART SHOWING THE AREA OF RESPONDENTS

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 TABLE: 4.1.6
TABLE SHOWING OCCUPATIONS OF RESPONDENTS
OCCUPATION NUMBER OF PERCENTAGE
RESPONDENTS
EMPLOYEE 100 83.3
PROFESSIONALS 9 7.5
BUSINESSMAN 11 9.2
OTHERS 0 0
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION
Out of 120 respondents 83.3% are employees, 7.5% are professionals,

9.2% are businessman. Most of the respondents are employees.

Thus the majority of the respondents are employee

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 EXHIBIT: 4.2.6
CHART SHOWING THE OCCUPATION OF THE RESPONDENTS

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 TABLE: 4.1.7
TABLE SHOWING FAMILY INCOME OF RESPONDENTS
INCOME NUMBER OF PERCENTAGE
RESPONDENTS
BELOW- 100000 85 70
100000-200000 30 25
200000-300000 2 1.7
ABOVE-300000 3 2.5
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION
Out of 120 respondents, 70% of them earning below 100000, 25% are earning
between 100000-200000,1.7% are earning between 200000-300000 and 2.5% are earning above
300000. Most of the respondents are earning below 100000.

Thus the majority of the respondents are below-100000

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 EXHIBIT: 4.2.7
CHART SHOWING THE FAMLIY INCOME OF RESPONDENTS

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 TABLE 4.1.8
TABLE SHOWING AWARE OF PAY-TM APP SERVICES
RESPONDENTS
SERVICES NUMBER OF PERCENTAGE
RESPONDENT
S
YES 99 82.5
NO 21 17.5
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION
Out of 120 respondents 82.5% are aware of pay-tm app services, and 17.5% are don’t aware of
pay-tm app services.

Thus the maximum of the respondents are yes

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 EXHIBIT: 4.2.8
CHART SHOWING THE AWARE OF PAYTM APP SERVICES
RESPONDENTS

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 TABLE 4.1.9
TABLE SHOWING SOURCES HOW YOU CAME TO KNOW OF
PAY-TM
SOURCES NUMBER OF PERCENTAGE
RESPONDENTS
NEWSPAPER 15 11.5
ADVERTISEMENTS 30 25.0
FRIENDS 50 41.7
SOCIAL MEDIA 25 20.8
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION:
Out of 120 respondents 11.5% users are come to know from newspaper, 25% come to know
from advertisements, 41.7% come to know from friends, 20.8% come to know from social
media. Most of the respondents are come to know the paytm service from friends.

Thus the majority of the respondents are friends.

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 EXHIBIT: 4.2.9
CHART SHOWING THE SOURCES HOW YOU CAME TO KNOW
ABOUT PAY-TM

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 TABLE 4.1.10
TABLE SHOWING HAVE BEEN USING OF PAY-TM
RESPONDENTS
DAYS NUMBER OF PERCENTAGE
RESPONDENTS
LESS THAN 6 MONTHS 67 55.8
6 MONTHS- 1 YEAR 25 20.8
1YEAR- 2YEARS 21 17.5
2YEARS-ABOVE 7 5.8
TOTAL 120 100

SOURCE: PRIMARY DATE

INTERPRETATION
Out of 120 respondents, 55.8% of them are using paytm less than 6 months, 20.8% have been
using between 6 months- 1year, 17.5% have been using between 1-2 years, 5.8% have been
using above 2 years.

Thus the majority of the respondents are less than 6 months.

34
 EXHIBIT: 4.2.10
CHART SHOWING THE LONG HAVE YOU BEEN USING OF
PAY-TM RESPONDENTS

35
 TABLE: 4.1.11
TABLE SHOWING DEVICE HAS PAY-TM FACILITY OF
RESPONDENTS
DEVICE NUMBER OF PERCENTAGE
RESPONDENTS
SMART PHONE 94 78.3
LAPTOP/PC 10 8.3
TABLET 14 11.7
OTHERS 2 1.7
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION:
Out of 120 respondents 78.3% poeple using paytm service in smart phones, 8.3%people using in
laptop, 11.7%people using in tablet, 1.7% people using in other electronic devices.

Thus the maximum of the respondents are smartphone.

36
 EXHIBIT: 4.1.11
CHART SHOWING DEVICE HAS PAY-TM FACILITY
RESPONDENTS

37
 TABLE 4.12
TABLE SHOWING IS YOUR MAIN MOTIVATION TO USE
PAY-TM RESPONDENTS

MOTIVATION NUMBER OF PERCENTAGE

RESPONDENTS
PRICE 30 25.0
SAVE TIME 69 57.5
SUPERIOR 16 13.3
SELECTION/AVAILABILITY
OTHERS 5 4.2
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION:
Out of 120 respondents 25.0% of the people use paytm for price, 57.5% of
the people use paytm to save time, 13.3%of the people use PAYTM for superior
selection/Availability, 4.2people using others.

Thus the majority of the respondents are save time.

38
 EXHIBIT: 4.12
CHART SHOWING MAIN MOTIVATION TO USE PAY-
TMRESPONDENTS

39
 TABLE 4.1.13
TABLE SHOWING PAY-TM SECURED FOR YOUR MONEY
RESPONDENTS
SECURED NUMBER FOR PERCENTAGE
RESPONDENTS
YES 102 85.0
NO 18 15.0
TOTAL 120 100

SOURCE: PRIMARY DATA

INTERPRETATION
Out of 120 respondents 85.0% of the respondents say that pat tm secured for their money. 15.0%
of the respondents say that pay tm is not secured for their money.

Thus the maximum of the respondents are yes

40
 EXHIBIT: 4.2.13
CHART SHOWING PAY-TM IS SECURED FOR RESPONDENT

41
 TABLE 4.1.14

TABLE SHOWING PROBLEMS FACED BY THE RESPONDENTS

PROBLEMS NUMBER OF PERCENTAGE OF

RESPONDENTS RESPONDENTS
NET WORK 30 25.0
LATE 69 57.5
TRANSMISSION OF
AMOUNT
LANGUAGE 16 13.3
OTHERS 5 4.2
TOTAL 120 100

SOUREE: PRIMARY DATA

INTERPRETATION:
Out of 120 respondents 25.0% of the respondents face network
problems, 57.5% of the respondents face late transmission of amount problems , 13.3% of the
respondents face language problems, 4.2% of the respondents face other problems. Most of the
respondents face late transmission of amount.

Thus the majority of the respondents are net work.

42
 EXHIBIT 4.2.14
CHART SHOWING PROBLEMS OF PAY-TM

43
 TABLE: 4.15
TABLE SHOWING LEVEL OF SATISFACTION PAY-TM
SERVICES

S. PARAME HIGHLY SATISFI MODERA DISSATIS HIGHLY TOTAL RANK

N TERS SATISFI ED(4) TE(3) FIED(2) DISSATISF
O ED(5) IED(1)
1 Safety 100 80 12 2 75 269 IX
@security
2 Transaction 200 80 30 100 0 410 IV
speed
3 Convenienc 250 40 30 40 30 390 VI
e
4 Add on 220 128 30 4 32 414 III
services
5 Software 100 80 210 8 6 404 V
issues
6 Charges of 50 80 90 80 20 320 VIII
using
paytm
7 Any time/ 250 88 30 40 18 426 II
where
transactions
8 Reliable 250 160 30 20 10 470 I
9 Grievance 220 40 30 52 30 372 VII

Source: primary data

44
INTERPRETATION:

The table represents that safety; risk and profitability are the most important
consideration in pay tm usage. It is followed by convenience, software issues, reliable, and
grievance.

Majority of reliable of the respondents

45
 TABLE4.1.16:
TABLE SHOWING THE RELATIONSHIP BETWEEN
EDUCATIONAL STATUS AND FAMILY INCOME
HYPOTHESIS

NULL HYPOTHESIS (Ho): There is no significant relationship between educational status and
family income.

ALTERNATIVE HYPOTHESIS (H1): There is significant relationship between educational

status and family income.

Educational Family income Total

Status Below 1,00,000- 2,00,000- Above
1,00,000 2,00,000 3,00,000 4,00,000

Under
graduate 60 17 1 2 80
70.6% 56.7% 50.0% 66.7% 66.7%
Post graduate 14 6 0 0 20
16.5% 20.0% .0% .0% 16.7%
Professional
degree 5 2 1 0 8
5.9% 6.7% 50.0% .0% 6.7%
Others 6 5 0 1 12
7.1% 16.7% .0% 33.3% 10.0%
Total 85 30 2 3 120

46
 Chi- square analysis
Test Asymp. Sig. (2-
Value Df sided)
Pearson Chi-Square 11.578a 9 .238
Likelihood Ratio 8.729 9 .463
Linear-by-Linear
3.058 1 .080
Association
N of Valid Cases 120

Level of significance: 0. 05

influencing variable: family income

Source: Primary data

INTERPRETATION:

It is retrieved from the above table, that the chi- square test is calculated between
educational status and family income. According to the results, p values of educational status and
family income are greater than the significance.

Hence, null hypothesis is accepted

47
 TABLE 4.1.17:
TABLE SHOWING THE RELATIONSHIP BETWEEN HOW YOU
CAME TO KNOW AND DEVICES IN PAY-TM
HYPOTHESIS

NULL HYPOTHESIS (Ho): There is no significant relationship between how you came to know
and devices in pay-tm.

ALTERNATIVE HYPOTHESIS (H1): There is significant relationship between how you came
to know and devices in pay-tm.

How you Devices in pay-tm Total

came to Smart phone Tab Laptop / PC Others
know
Newspaper 13 0 1 0 14
13.8% .0% 7.1% .0% 11.7%
advertisement 20 1 9 0 30
21.3% 10.0% 64.3% .0% 25.0%
Friends 39 7 3 2 51
41.5% 70.0% 21.4% 100.0% 42.5%
Social media 22 2 1 0 25
23.4% 20.0% 7.1% .0% 20.8%
Total 94 10 14 2 120

48
 Chi- Square analysis

Test Asymp. Sig. (2-

Value Df sided)
Pearson Chi-Square 19.385a 9 .022

Likelihood Ratio 19.397 9 .022

Linear-by-Linear .819 1 .365

Association
N of Valid Cases 120

Level of significance: 0.05 influencing variable: devices in pay-tm

Source: Primary data

INTERPRETATION:

It is retrieved from the above table, that the chi square test is calculated between
how u came to know about pay tm and devices in pay tm. According to the result, p values of
how u came to know about pay tm and devices in pay tm are greater than the level of
significance.

Hence, null hypothesis is accepted.

49
 TABLE 4.1.18
TABLE SHOWING AWARENESS OF THE PAY-TM
S PARAMET HIGHLY AWARE( NOT UTILIZATI TOTA RANK
. ERS AWARE(4) 3) AWARE( ON(1) L
N 2)
O
1 Mini 540 48 4 9 601 II
statement
2 Fund transfer 476 120 0 0 596 III
3 Bills payment 512 15 4 9 540 V
4 Maximum of 504 102 4 9 619 I
Rs.20,000 per
day
5 Five free 340 240 4 9 593 IV
transactions
per day

INTERPRETATION:

The table represents that safety, risk and profitability are the most important
consideration in pay tm usage. It is followed by convenience, software issues, reliable, and
grievance.

Majority maximum of Rs 20000 per day

50
 TABLE4.1.19
TABLE SHOWING FACTOR INFLUENCING USE PAY-TM
TOTA Mea Rank
FACTOR STRONGL AGR NEUT DISAGR STRONG L n
Y EE RAL EE LY
AGREE DISAGR
EE

Paytm 40 62 13 5 0 120 9.93 I

provides a
flexible
33.3% 51.7% 10.9% 4.1% 0 100%
Service

Paytm is a 15 47 30 10 18 120 4.03 II

key to the
Indian 12.5% 39.1% 25% 8.3% 15 100%
demonetizat
ion
Paytm 78 27 7 8 0 120 2.26 V
supports
Digital 65% 22.5% 5.8% 6.6% 0 100%
India
Paytm is an 53 67 0 0 0 120 2.56 IV
alternative
solution to
the Indian 44.1% 55.8% 0 0 0 100%
demonetizat
ion
Paytm has 12 107 3 0 0 120 3.26 III
become the
favoured
mode of
payment 10% 89.1% 2.5% 0 0 100%
among
masses
including
small towns
and villages

51
INTERPRETATION:
From the Friedman rank test its is inferred that majority of the investors highly satisfied.

52
 CHAPTER-V
FINDINGS, SUGGESTION AND CONCLUSION

5.1FINDINGS
 Thus the majority of the respondents are age between 18-20 year .
 Thus the maximum of the respondents are female.
 Thus the majority of the respondents are unmarried
 Thus the majority of the respondents are under graduate.
 Thus the maximum of the respondents are rural area.
 Thus the majority of the respondents are employee
 Thus the majority of the respondents are below-100000
 Thus the maximum of the respondents are yes
 Thus the majority of the respondents are friends
 Thus the majority of the respondents are less than 6 months.
 Thus the maximum of the respondents are smartphone.
 Thus the majority of the respondents are save time
 .Thus the maximum of the respondents are yes
 Thus the majority of the respondents are network.
 Majority of reliable of the respondents
 Hence, null hypothesis is accepted
 Hence, null hypothesis is accepted
 Majority maximum of Rs 20000 per day

53
 5.2 SUGGESTIONS
 From the researcher suggested that the respondents are satisfied by PayTm service. But
level of satisfaction is low in the following areas shopping, ticket booking, transaction
speed, grievance handling methods, service charges, mini statement and minimum of Rs
20,000 per day. The researcher would like to request the PayTm to probe in to the
suggestions mentioned and take actions, if necessary for the benefit of PayTm services
 Reduce the charges for wallet to bank transaction.
 Introduce more offers and cash back.
 Network connection will be slow
 Private app companies should keep on adding good features to the app

54
 5.3 CONCLUSION
PayTm usage awareness as spread among the people in India due to government
policy of demonetization and this as forcefully induced the usage of PayTm. PayTm
supports their customers to transfer their payments with the usage of their mobile phones
in the easiest way. PayTm officers should frequently visit the customers and enquire
about their requirements and problems they face. PayTm has to increase its advertising in
television media in order to increase the awareness to the general public. PayTm services
may also introduce some sales promotion activities, such as cash discounts, reduce
service charges and gift etc. It can be concluded that they will be a tremendous growth in
adoption of PayTm in the forthcoming years.

55
 BIBLIOGRAPHY
The majority of the project has been primarily our own research, finding and endeavour.
Wherever the support of the internet been taken, the name of sites used are as mentioned below:

 www.academia.edu
 www.shodhganga.ac.in
 www.onlinelibrary.com
 www.scribd.com
 www.researchgate.ne

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Report, 2018
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empirical Study. International Journal of Information Technology, Communications and
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http://www.itif.org/files/2009-Mobile-Payments.pdf
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Analysis, Volume 6 No 1 (2016)

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 Kang, S., & Jung, J. (2015). Mobile communication for human needs: A comparison of
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 Daniel Nilsson, (2015) "Customer acceptance of internet banking in Estonia",
International Journal of Bank Marketing, Vol. 23 Issue: 2, pp.200-216,
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Mona Maria Mohd Noor. “Determining critical success factors of mobile banking
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talk, public performance. Cambridge: Cambridge University Press.
 J. E., Aakhus, M. A., Kim, H. D., & Turner, M. (2014).Crosscultural comparison of
ICTs’.Mediating the human body: Technology, communication and fashion (pg. 75–86).
Mahwah, NJ: Lawrence Erlbaum.
 Kumar S, Yadav V, Rahman A U, Bansal A (2014), “A study on Paytm” Guru Gobind
Singh Indraprastha University, Delhi
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31-2006, pg. 1978-1982 21. Lei-Da Chen, (2008). A model of consumer acceptance of
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 Neeharika P, V N Sastry (2012), “A Novel Interoperable Mobile Wallet Model with
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 M, Pantages, R., Enachescu, N., Dinshaw, R., Joshlin, C., Stone, R., Austria, P. A.,
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 L. and Nath, R. (2004) ‘A framework for mobile business applications’, Int. J. Mobile
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 Y. (2008). Assessing user attitudes toward mobile commerce in the U.S. vs. Korea:
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58
 APPENFDIX
CONSUMERS SATISFACTION TOWARDS PAY-TM WITH
SPECIAL REFERENCE TO COIMBATORE CITY
1. Name:

2. Age

A) 18-20 B) 20-30 C) 30-40 D) 40-above

3. Gender

A) Male B) Female C) Transgender

4. Marital Status:

A) Married B) Unmarried C) Widow D) Divorcee

5. Educational status:

A) Undergraduate B) Postgraduate C) Professional degree D) Others

6. Place of residence:

A) Urban B) Rural C) Semi-Urban D) Others

7. Occupation:

A) Employee B) Profession C) Businessmen D) Student

8. Family Income:

A) Below 100,000 B) 100,000 – 200,000 C) 200,000 – 300,000

D) above 300,000

9. Are you aware of PAY -TM app services rendered?

A) Yes B) No

59
10. If yes, please specify how you came to know?

A) Newspaper B) Advertisement C) Friends D) Social Media

11. How long you have been using of PAY-TM?

A) Less than 6 months B) 6 months C) 1 Year to 2 years D) 2 Years and above

12. Devices which has PAY-TM Apps facility?

A) Smart phone B)tab C) Laptop/PC D) Others

13. What is your main motivation for buying?

A) Price B) Save time C) Superior selection/ availability D) Others

14. If pay-tm is secured for you

A) yes B) No

15 what are broblems faceds

A) network
B) late transmission of amount
C) language
D) others

16. Level of awareness of the PAYTM

S.N PARAMETERS HIGHLY AWARE NOT UTILIZATION

O AWARE AWARE
1 Mini statement
2 Fund transfer
3 Bills payment
4 Maximum of
Rs.20,000 per day
5 Five free transactions
per day

60
17. Level of satisfaction PAYTM services

S.N PARAMETE HIGHLY SATISFIE MODERA DISSATISFI HIGHLY

O RS SATISFIE D TE ED DISSATISFI
D ED
1 Safety
@security
2 Transaction
speed
3 Convenience
4 Add on
services
5 Software
issues
6 Charges of
using paytm
7 Any time/ where
transactions
8 Reliable
9 Grievance

18. Factors influencing to use PAY-TM acceptance level of various factors ( Please Tick the following)

FACTOR STRONGLY AGREE NEUTRAL DISAGREE STRONGLY

AGREE DISAGREE

Paytm provides a
flexible

61
 Service

Paytm is a key to
the Indian
demonetization
Paytm supports
Digital India

Paytm is an
alternative
solution to the
Indian
demonetization
Paytm has become
the favoured mode
of payment among
masses including
small towns and
villages

19. suggestion & commend:

62