K.S.R.M.

COLLEGE OF MANAGEMENT STUDIES, KADAPA

TITLE OF THE PROJECT:

A STUDY ON CUSTOMER SATISFACTION OF DIGITAL ONLINE MOBILE
WALLETS WITH REFERENCE TO PAYTM SERVICES IN KADAPA

Done by: Under the Guidance:

S.PANDU Dr. A. MAYUR KUMAR
22HK1E0097 ASSISTANT PROFESSOR

INTRODUCTIO
N:
Catchy and sassy, this jingle has made Paytm a household name in India, especially after
demonetization. Paytm is an Indian electronic payment and e-commerce brand based in
Delhi NCR, India. Launched in August 2010. It is the consumer brand of parent One97
Communications. The name is an acronym for "Pay Through Mobile." The company employs
over 13,000 employees as of January 2017. It has over 5 million offline merchants across
India. It also operates the Paytm payment gateway and the Paytm Wallet. Among other
sources of funding, in 2015, Paytm became the first Indian company to receive funding from
Chinese eCommerce company Alibaba, after it raised over $625 million at a valuation of $1.5
billion. The Alibaba Group was the biggest stakeholder in Paytm parent company One97
Communications.
Paytm Wallet went from 125 million customers before demonetization to 185 million three
months after. Paytm's user traffic shot up by 435%, and there was a 250% rise in overall
transactions and transaction value. The rest is history. Founder Vijay Shekhar Sharma
became the youngest Indian billionaire in 2017.
Paytm in numbers
• Paytm has 200 million monthly active users. It has 39 million Daily Active Users as on date
which in more than combined users of Google pay and Phone pay

Paytmcompany Profile :
Company name : Paytm

Type of business : Private

Type of site : Online Shopping Payment Systems

Available in : Multilingual

Founded : August 2010

Headquarters : Noida, Uttar Pradesh

Owner : One97 Communications Ltd.

Founder : Vijay Shekhar Sharma

Key People : Vijay Shekhar S.(CEO)

Amit Nayyar(President)

Ajay Shekhar S.(Vice P.)

Products : Paytm Mall, Gamepad

Paytm Payments Bank

Paytm smart retail.

Paytm is an online recharge and bill payment application that offers prepaid mobile, data
card and utility recharge services. Paytm is an acronym for "Pay through Mobile." It was
founded and incubated by One97 Communications as a prepaid mobile recharge website in
2010. Today, it is recognized as India's most popular online venue for prepaid mobile and
DTH recharges and shopping. In its first three years. Paytm's Android and iOS apps have
been among the most popular. Since its inception, the company was able to create a base of
25 million wallet users and 10 million app downloads. It is compatible with all mobile
operators in all Indian states for prepaid mobile, DTH, and data card recharges as well as for
postpaid mobile, landline and data card bill payments. Paytm is also collaborating with
several national banks for credit card., debit card, and Internet banking payments.
Paytm is working with different billers for utility bill payments. Four years after it was
created, the company launched Paytm Wallet to become India's largest mobile payment
service platform with more than 40 million wallets. It became the preferred method of
payment by some of the top consumer internet companies such as Uber, Book, Tolexo, and
others.
The company got a major boost in 2015 when Indian industrialist Ratan Tata invested on the
company. In the same month, it got $575 million investment from Chinese e-commerce
company Alibaba Group. Paytm will have the rights to the branding of the series with the
company logo, designation as sponsor of the series, stadium visibility, and broadcast
sponsorship. Paytm was the official partner of the Mumbai Indians in the Indian Premier
League.
The company was also given the license to start India's first payments bank. Once created,
the bank will attempt to attract Paytm's mobile payment users by offering them new
services which includes debit cards, savings accounts, online banking and transfers, and
others.
However, the payments bank will be a different entity where Vijay Sharma will have a 51%
share. One97

Industry profile :
Smartphone has become essential part of daily life. Due to technology, Digital wallets are
quickly becoming mainstream mode of online payment and mobile users can nowadays use
their Smartphone to make money transaction or payment by using applications installed in
the phone. One such application is Paytm. The present study tries to study the usage of
Paytm by Smartphone users. Apart from this, the study also attempt to find out the various
problems faced by Paytm users. A digital wallet refers to an electronic device that allows an
individual to make electronic transactions. It is also referred by other names like mobile
money, mobile money transfer, and mobile payment generally represents a payments
services operated under financial regulation and are performed from or via a mobile device.
This can include purchasing items on-line with a computer or using a Smartphone to
purchase something at store. Anindividual’s bank account can also be linked to the digital
wallet. In other words, mobile money transfer refers to a method of monetary exchange.
Paytm, as its abbreviation states, Pay Through Mobile was launched in 2010 by
One97communications as a prepaid mobile and DTH recharge company. Gradually, it made
its way into the e-commerce market in the year 2014 and further added bus ticketing to its
application in 2015. Paytm now offers multiple products ranging from primary mobile
recharges to buying products 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 market place. This
strategy not only enables Paytm to serve multiple needs of the customers, giving them a
good experience by saving their time and efforts but is also expected to be helpful in selling
and thus increasing the overall profitability of the organization. It has even obtained the
license from Reserve Bank of India to run a Payments Bank. As a result, Paytm is amongst
the top 7 e-commerce companies in India to have billion-dollar valuation and transformed
the business model of Paytm from a recharge web site to

Need For The Study :

The study is confined to the user of Paytm. The respondents are the customers of these app
and the number of respondents total of 100. The primary data is collected through
questionnaire. Secondary data is collected from various books and website. The study
undertaken to find out the factors that affect behavioural intention to use Paytm by
consumer Objectives :

 To study the acceptance level of Paytm in India as an alternative to the cash

transactions.
 To study the customer preference expectation of Paytm services,
 TO study the Paytm Servies to words customer satisfaction

RESEARCH METHODOLOGY:
Research design : Descriptive in nature
Research approach : Survey method.
Research instrument : A Well Structured Questionnaire and schedule

Sampling procedure : Convenance sampling.

Population : Customers of Paytm Kadapa.

Sample size : 100 Customers of Paytm,
Kadapa. Sources of data : Primary &
Secondary Data.
Primary data : It is collected by administering a well-Structured Questionnaire
& direct personal interview.
Secondary data : It is collected from oral communication & company website.
Statistical tools : Simple Percentages Method.