A Project Report on

CUSTOMER SATISFACTION TOWARDS

“PAYTM MOBILE WALLET”
IN SVU, TIRUPATI

Submitted by
V. Vignesh kumar
Roll No: 112

Under the guidance of

PROF. S. DURGA RAO

(DEPARTMENT OF MANAGEMENT STUDIES)
SRI VENKATESWARA UNIVERSITY TIRUPATI

DEPARTMENT OF MANAGEMENT STUDIES

SVU COLLEGE OF COMMERCE MANAGEMENT AND COMPUTER

SCIENCE

TIRUPATI- 517 502

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 DECLARATION

I hereby declare that the project entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS PAYTM MOBILE WALLET CUSTOMERS, SV
UNIVERSITY” submitted by me under the guidance of prof. S.DURGARAO, is my
original work and that I have not submitted this report to any other university for the
award of any other degree or diploma.

Date: V Vignesh Kumar

No. 112

Place:

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 ACKNOWLEDGEMENT

The satisfaction that accompanies the successful completion of any

task would be incomplete without the mention of the people who make it possible and
whose constant guidance and encouragement crown the efforts with success. The
acknowledgement transcends the reality of formality when we would like to express deep
gratitude to all those people behind the screen who guided, inspired and helped me for
completion of my project work.

I would like to acknowledge my gratitude and thanks to our Business Research

Methods Professor, PROF. S. DURGA RAO for his assistance and suggestions while
working on this project. This project work helped me to develop a good insight on the
topics covered by our Professor. I am also thankful to the students of SRI
VENKATESWARA UNIVERSITY, TIRUPATI.

Last but not the least I would like to convey my sincere thanks to my
parents, friends and all those who have helped me directly or indirectly for their constant
support and encouragement without which this project would not have been a success.

(This research is purely for academic purpose and it is not meant for any other purpose.)

V. Vignesh kumar
(Roll No: 112)

Date:

Place: Tirupati

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CONTENTS

Chapter No Topic Page No

Introduction
5-7
1
About the product 8-10

Company profile 10-12

2 Review of literature 12-16

3 Research methodology 17-19

4 Data Analysis and Interpretation 20-44

Summary 45

Findings 46
5

Suggestions 47

Conclusion 48

Annexure 49-52

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 CHAPTER-1
INTRODUCTION

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 Customer satisfaction:

“Person’s feeling of pleasure or disappointment which resulted from comparing

a product’s perceived performance or outcome against his/her expectations” –(Kotler)

MEANING:
A customer is any organization or individual with which you have done business
over the past twelve months.
Customer means the party to which the goods are to be supplied or service rendered by the
supplier provide definition for customer upon two approaches: with reference to loyalty, a
customer is the person that assesses the quality of the offered products and services and on
process oriented approach, the customer is the person or group that receives the work output.

By Vavra, T.G., consumer satisfaction as a satisfactory post-purchase experience with a

product or service given an existing purchase expectation.

According to Westbrook and Reilly:

“The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices
he has undergone.

Thus the satisfaction levels are a function of the deference between the perceived
performance and expectation.

A customer one of the three broad levels of satisfactions as follows:

If performance fails short of expectations customer is dissatisfied

If performance matches expectations customer is satisfied
If performance is greater than expectations customer is highly satisfied pleased or delighted.

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 IMPORTANCE:

To be successful, organizations must look into the needs and wants of their customers.
That is the reason why many researchers and academicians have continuously emphasized on
the importance of customer satisfaction, loyalty and retention. Customer satisfaction is
important because many researches have shown that customer satisfaction has a positive
effect on an organisation’s profitability. Due to this, the consequences of customer
satisfaction and dissatisfaction must be considered. There is also a positive connection
between customer satisfaction, loyalty and retention.

FACTORS AFFECTING CUSTOMER SATISFACTION:

Customer satisfaction is the ultimate and final opinion of customer about the vendor and
its product. It is shaped by the vendor’s performance or the perception of customer about
vendor performance on following factors:
Capability – financial, technological, project management, managerial
Engineering and technology

● Vendor’s ability to meet commitments

● Customer service
● Complaint handling
● Product – efficiency, quality, price, performance
● Appearance and customer friendly features
● Life cycle
Smooth and trouble free operation and Maintenance requirements

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 INDUSTRY PROFILE

DIGITAL WALLET:
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 payment 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 a store. An individual's bank
account can also be linked to the digital wallet. In other words, mobile money transfer refers
to any method of monetary exchange that utilizes the facility of a mobile device with authorized
support facility and conformance to defined and explained legal policy.

FinTech industry

FinTech or financial technology has emerged as a relatively new industry in India.] FinTech is an industry
comprising companies that use technology to offer financial services. These companies operate in insurance,
asset management and payment, and numerous other industries.

Market size and Growth:

The Nasscom (NASSCOM)-KPMG (KPMG) report estimates that the total fintech software
and services market in India was around $8 billion in 2016 and likely to grow 1.7 times by
2020. The report adds that the transaction value for the Indian fintech sector was approximately
$33 billion in 2016 and slated to reach $73 billion in 2020 growing at a five-year compound
annual growth rate (CAGR) of 22%

The Indian FinTech landscape is segmented as follows: 34% in payment processing, followed
by 32% in banking and 12% in the trading, public and private markets, Accelerators and
incubators tapping the startup ecosystem include PayPal’s Star Tank, Yes Bank’s collaboration
with T-Hub, among others, Visakhapatnam (Vizag) is being developed as FinTech valley and
the local government of Andhra Pradesh opened Fintech Valley to promote the investments in
this area.
The Indian digital payments market has significantly grown over the years. Convenience
coupled with security is the mantra that all digital payment solutions, including UPI, have
adopted. NPCI has always endeavored to be the prime mover in the transition to an economy
that is more digital and less cash-intensive. In December 2018, UPI transactions increased 25%
from 2017, crossing the one-lakh-crore mark. With UPI 2.0 well-poised to achieve the 'Digital
India' vision for payments as put forth by the Reserve Bank of India (RBI) and the Government
of India, NPCI remains committed to collaborating with banks and startups within the FinTech

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ecosystem. Going forward, RuPay/National Common Mobility Card and UPI are geared
towards increasing the acceptance and usage of digital payments by the larger population in
India.

India’s evolution as a progressive FinTech nation is not a miracle. It happened at the back of
executing a four-point approach. Firstly, solving for identity in the form of Aadhaar for
formalization. Secondly, getting everyone a bank account or equivalents (PMJDY) to store
money. Thirdly, building scalable platform(s) to move money (IMPS, UPI, etc.). And finally,
allowing banks and FinTechs and wealth/insurance/lending players also to access platform like
UPI to innovate. This framework has led India to a FinTech revolution.

FinTech StartUps –Evolution :

In 2015–16, India had more number of new FinTech startups being founded than any other
country (except China*). Globally, the US and India have been at par over the last four years
in terms of new FinTech startups founded in a particular year.

FinTech startups are also better suited to cater to more than 60 million SMEs in this country.
FinTech startups off er solutions that are efficient and eff ective at a lower scale, that benefit
SMEs by providing them with increased access to more diverse funding options.

Large tech companies are getting super-interested in FinTech. GAFAM-BAT (Google, Apple,
Facebook, Amazon, Microsoft, Baidu, Alibaba, Tencent) and the
Flipkart/WhatsApp/Truecallers of the world are using their tech brainpower, user base, and
data to off er superior financial services experiences. The onslaught has started in many
countries including India. We expect some or most of them to off er a whole array of financial
services similar to banks in India and also acquire licenses as and when necessary.

By 2035, FinTech startups as shown, While some of the segments like Payments and Lending
are flush with activity, we need to make progress in areas such as Blockchain, Cybersecurity,
and InsurTech. Table below shows the break up by segments.

NUMBER OF FINTECH STARTUPS BY SEGMENTS

WealthTech (Retail) -303

Lending - 338
Payments -375

InsurTech - 108
RegTech + Cybersecurity -58

Other Segments -684

Personal Finance Management -169

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INDUSTRY COMPETETIORS:

By increasing day to day transactions and technology , we can see a large number of
e-wallets emerging like ,
 Google pay (tez)
 BHIM pay
 Phone Pe
 Amazon pay
 WhatsApp payment
 Others

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 PAYTM-COMPANY PROFILE:

PayTm, as its abbreviation states, Pay through Mobile was launched in 2010 by One97
communications 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 kitty in
2015. 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.
Taking rural development as an advantage, One97 communications started their advertisement
campaigns from various villages by creating a large number of offline merchants

This strategy not only enables PayTm to serve multiple needs of the customers, giving them
a holistic experience by saving their time and efforts but is also expected to be helpful in
crossselling and up-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 a payment cum
ecommerce marketplace.
PayTm has 200 million PayTm Wallet users that carry out over 125 million transactions every
month. China’s Alibaba Group with its affiliate Ant Financial invested $680 million in PayTm
in September 2015 to raise their stake to 40%, taking its valuation at somewhere around $4
billion.

On account of higher valuation, PayTm had resources to stitch Rs.203 Crores worth of deal
with Board of Control for Cricket in India for 84 matches. Considering the quantum of
following that cricket has in India, this association with BCCI for primary sponsorship rights
is sure to get a lot of visibility to PayTm brand and likely to catapult it as a national brand with
significantly high brand recall amongst all sections of society.

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 PAYTM COMPANY PROFILE

Type of business Private

Type of site E-commerce

Founded 2010

Headquarters Noida, Uttar Pradesh, India

Area served India, Canada

Founder(s) Vijay Shekhar Sharma

Key people Vijay Shekhar Sharma

(CEO)

Industry Internet (FinTech )

Products • Paytm Mall

• Paytm Payments Bank

• Paytm Money

• Paytm Gamepind
and paytm postpaid

Services  Online shopping

 Payment systems
 Digital wallets

Revenue ₹814 crore (US$110 million) (FY 2017)

Parent One97 Communications Ltd

Website paytm.com

Slogan: AB ATM NAHIN,#PAYTM KARO#

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 CHAPTER-2
REVIEW OF LITERATURE

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 LITERATURE REVIEW:

 Rajesh Krishna Balan, Narayan Ramasubbu, Giri Kumar Tayi studied in their paper
“Digital Wallet: Requirements and Challenges” (2006) 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 Trilok Nath Shukla in his paper “Mobile Wallet: Present and the Future” (June
2016) has discussed about mobile wallet, working, types and its advantages and
disadvantages. His analysis included 5perception 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. Poonam Painuly, Shalu Rathi in their paper “Mobile Wallet: An upcoming mode of
business transactions” (May 2016) 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 from urban to rural areas on a large scale. Hence, wallet money sees a high
bright future in near time.

 Dr. Karminder Ghuman and CS Shruti Srivastava in their paper ““Recharging: the
Right Way?? A case study on e-payment giants: Freecharge & PayTM”has asked
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.

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  ThaeMin Lee in his paper “The impact of perceptions of interactivity on customer trust
and transaction intentions in mobile commerce” (2005) 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.

 Key Pousttchi and Dietmar G. Wiedemann in their paper “What Influences Consumers’
Intention to Use Mobile Payments?” (2008) 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.

 Brawn et al., (1999) 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 wallet
.

 Haugtvedt et al., (1994). 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.

 Shwetu Kumar, Vijay Yadav, Atiqu-Ur-Rahman, Aditi Bansal(2014), did a study on

“Paytm”. They examined on Paytm achievements, particularly in 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.

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  Dr. Karminder, Ghuman and CS Shruti Srivastava (2015), asked questions for
clarification about Paytm in their article named “Recharging: The Right Way? - A case
study on e-payment giants: Freecharge & Paytm”. One among the questions is that do
the customers prefer a one stop shop for everything on a single platform like Paytm or
specialist websites like Freecharge that are specialists in that domain and have a strong
and unique position in India.

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 CHAPTER-3

RESEARCH METHODOLOGY

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 OBJECTIVES

 To study the factors that influence customer satisfaction.

 To measure the customer satisfaction level of PAYTM Wallet.

 To redesign marketing strategies, if required.

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 RESEARCH METHODOLOGY

 RESEARCH DESIGN : Descriptive Research Design.

 DATA SOURCE

 Secondary data source : Internet, Magazines, Articles.

 Primary data source : PAYTM Wallet Customers in Tirupati

 RESEARCH APPROACH : Through survey

 RESEARCH INSTRUMENT : Questionnaire

 SAMPLING PLAN

 Sample frame : S.V. University, Tirupati.

 Sample unit : PAYTM Wallet Customers

 Sample size : 98

 Sampling method : Convenience sampling

 CONTACT METHOD : Personal interview

 STATISTICAL TOOL : Chi Square

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 CHAPTER-4

DATA ANALYSIs
AND

INTERPRETITION

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 01. GENDER DISTRIBUTION:

GENDER NO. OF RESPONDENTS %

Male 55 56.12%

Female 43 43.88%

TOTAL 98 100

SALES

FEMALE
44%
MALE
56%

INTERPRETATION:
From the above chart it is clear that 56.12% respondents are MALE, 43.88% are FEMALE
respondents.

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 02. AGE DISTRIBUTION

AGE NO.OF RESPONDENTS %

15-18 years 3 3.06%

18-21 years 27 27.55%

21-24 years 56 57.14%

24-30 years 12 12.24%

TOTAL 98 100

60
50
40
Respondents

30
20
10
0
15-18 yrs 18-21 yrs 21-24 yrs 24-30 yrs
AGE

INTERPRETATION:
From the above chart it is clear that 57.14% of the respondents are of 21-24 years and
27.55% of the respondents are 18-21years.

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 03. INCOME DISTRIBUTION

INCOME RANGE NO.OF RESPONDENTS %

Below 2 lakhs 63 64.28

2 - 3 lakhs 20 20.41

More than 3 lakhs 15 15.31

TOTAL 98 100

70 64.28
60
50
40
Percentage

30 20.41
20 15.31
10
0
Below 2 lakhs 2-3 lakhs More than 3
Income Range lakhs

INTERPRETATION:
From the above chart it is clear that 64.28% of respondents’ income level is Below 2 lakhs.

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 04. USING TENURE OF PAYTM WALLET

TIME PERIOD NO. OF RESPONDENTS %

More than 9 months 48 48.97

6-9 months 16 16.32

3-6 months 13 13.26

0-3 months 21 21.42

TOTAL 98 100

0-3 months
22%

More than 9
3-6 months months
13% 49%

6-9 months
16%

INTERPRETATION:
From the above chart it is clear that 49% of respondents are have been using PAYTM wallet
for more than 9 months.

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 05. PURPOSE of Use

MEDIA NO. OF RESPONDENTS %

Money transfers 43 43.9

Recharges 32 32.65

Booking tickets 15 15.31

Others 8 8.13

TOTAL 98 100

Others
8%

Booking tickets
15%
Money transfers
44%

Recharges
33%

INTERPRETATION:
From the above chart it is clear that 43.9% of respondents are using PAYTM for money
transfers and 32.65% use for recharges.

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 06. MODE OF AWARENESS

MEDIA NO. OF RESPONDENTS %

Friends 44 44.90

Advertisements 39 39.80

References 12 12.24

Others 3 3.06

TOTAL 98 100

References Others
12% 3%

Friends
45%

Advertiseme
nts
40%

INTERPRETATION:
From the above chart it is clear that 45% of respondents are aware through friends and 39.80%
are aware through Advertisement.

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 07. MOTIVATIONAL factor to choose PAYTM

FACTOR NO.OF RESPONDENTS %

Cashback 51 52.04

Discounts 21 21.43

Rewards 16 16.33

All the above 10 10.20

TOTAL 98 100

Cashback Discounts Rewards All the above

INTERPRETATION:
From the above chart it is clear that 52.04% of respondents are motivated by Cashback and
21.43% users motivated by Discounts in PAYTM.

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 08. No of transactions per month:

No. of Transactions No of respondents %

5 – 10 52 53.06

11 – 15 20 20.41

16 – 20 12 12.25

21 – 25 14 14.29

Total 98 100

5 – 10
11 – 15
16 – 20
21 - 25

INTERPRETATION:
From the above chart it is clear that 53% of respondents are doing 5 – 10 transactions and
20.41% users doing 11 – 15Transactions per month in PAYTM.

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 09. TRANSACTION VALUE PER MONTH:

Value No . Of respondents %

3000-5000 69 70.41

5000-8000 17 17.35

8000-12000 4 4.08

12000 above 8 8.16

TOTAL 98 100

8%
4%

3000-5000
17%
5000-8000
8000-12000
12000 above
71%

INTERPRETATION:
From the above chart it is clear that 70% of respondents are doing RS.3000 – 5000 transactions
per month in PAYTM.

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 10. SATISFACTION TOWARDS TRANSACTION LIMIT:

SATISFIED NO. OF RESPONDENTS %

Yes 61 62.24

No 37 37.75

TOTAL 98 100

70
62.24
60
PERCENTAGE

50
37.75
40
30
20
10
0
YES
SATISFACTION NO

INTERPRETATION:
From the above chart it is clear that 62.24% of respondents are SATISFIED with transaction
limit

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 11. BANK A/C LINKED WITH WALLET

LINKED NO. OF RESPONDENTS %

Yes 87. 88.78

No 11 11.22

TOTAL 98 100

NO. OF RESPONDENTS
LINKED

NO 11.22

YES 88.78

0 20 40 60 80 100
PERCENTAGE

INTERPRETATION:
From the above chart it is clear that 88.78% of respondents are LINKED their bank account
with PAYTM Wallet.

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 12. Issues experienced during payment

ISSUE
NO. OF RESPONDENTS %
FACED

Yes 66 67.35

No 32 32.65

TOTAL 98 100

100 88.78
PERCENTAGE

80
60
40
20 11.22

0
YES NO
Experienced

INTERPRETATION:
From the above chart it is clear that 67.35% of respondents were experienced an issue while
doing payments.

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 13. Complaints Raised against issue

COMPLAINT RAISED NO. OF RESPONDENTS %

Yes 53 80.30

No 13 19.69

TOTAL 66 100

80.3

YES NO 19.69

INTERPRETATION:
From the above chart it is clear that 80.30% of respondents were raised a complaint against
issue, while doing payments.

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 14. Helpline response towards compliant

LEVELS NO . OF RESPONDENTS %

Highly Satisfied 10 18.87

Satisfied 29 54.72

Dissatisfied 11 20.76

Highly Dissatisfied 03 5.65

TOTAL 53 100

60 54.72
PERCENTAGE

50
40
30 20.76
18.87
20
10 5.65
0
HIGHLY SATISFIED DISSATISFIED HIGHLY
SATISFIED DISSATISFIED
SATISFACTION LEVEL

INTERPRETATION:
From the above chart it is clear that 55% of respondents are SATISFIED and 19% are Highly
Satisfied with PAYTM helpline units.

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 15. Time taken to resolve the compliant

TIME PERIOD NO. OF RESPONDENTS %

0 – 3 days 22 43.39

3 – 5 days 15 28.30

6 – 8 days 12 22.64

More than 8 days 4 7.55

TOTAL 98 100

50
45 43.39
40
35
PERCENTAGE

30 28.3
25 22.64
20
15
10 7.55
5
0
0 – 3 days 3 – 5 days 6 – 8 days More than 8 days
TIME PERIOD

INTERPRETATION:
From the above chart it is clear that 44% of complaints are resolved with in 3 days of
registered.

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 16. Overall satisfaction towards customer service unit

LEVELS NO . OF RESPONDENTS %

Highly Satisfied 08 14.80

Satisfied 33 61.02

Dissatisfied 11 18.49

Highly Dissatisfied 02 3.77

TOTAL 53 100

70
60
61.02
50
40
percentage

30
20
18.49
10 14.8
3.77
0
HIGHLY SATISFIED DISSATISFIED HIGHLY
SATISFIED DISSATISFIED
Satisfaction level

INTERPRETATION:
From the above chart it is clear that 61.02% of respondents are SATISFIED and 14.80% are
Highly Satisfied with PAYTM helpline units.

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 17. Influence of advertisements:

Influence of advertisements NO. OF RESPONDENTS %

Yes 51 52.04

No 47 47.96

TOTAL 98 100

53
52
51 52.04
PERCENTAGE

50
49
48
47 47.96
46
45
YES NO
INFLUENCE

INTERPRETATION:
From the above chart it is clear that 52.04% of respondents are influenced by advertisements.

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 18. AWARENESS OF POSTPAID SERVICES:

SATISFIED NO. OF RESPONDENTS %

Yes 57 58.16

No 41 41.84

TOTAL 98 100

70
58.16
60
percentage

50 41.84
40
30
20
10
0
YES NO
AWARENESS

INTERPRETATION:
From the above chart it is clear that 58.16% of respondents are AWARE of PAYTM post-paid
services.

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 19. Offline bill payment by PAYTM wallet:

RESPONSE NO. OF RESPONDENTS %

Yes 54 55.10

No 44 44.89

TOTAL 98 100

60 55.1
50 44.89
PERCENTAGE

40

30

20

10

0
YES RESPONSE NO

INTERPRETATION:
From the above chart it is clear that 55% of respondents are doing OFFLINE PAYMENTS
through PAYTM wallet.

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 20. RECOMMEND TO OTHERS:

GENDER NO. OF RESPONDENTS %

YES 74 75.51

NO 24 24.49

TOTAL 98 100

NO
24%

YES
76%

INTERPRETATION:
From the above chart it is clear that 75.51% respondents are WILLING to SUGGEST PAYTM
Wallet to others.

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 21. Overall Satisfaction towards PAYTM WALLET:

LEVELS NO . OF RESPONDENTS %

Highly Satisfied 21 21.43

Satisfied 58 59.18

Dissatisfied 14 14.29

Highly Dissatisfied 05 5.10

TOTAL 98 100

70

60
59.18
50
percentage

40

30

20
21.43
10 14.29
5.1
0
HIGHLY SATISFIED DISSATISFIED HIGHLY
SATISFIED DISSATISFIED
Satisfaction level
INTERPRETATION:
From the above chart it is clear that 59% of respondents are SATISFIED and 21.43% are
Highly Satisfied with PAYTM Wallet services.

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 CHI SQUARE ANALYSIS

H0 : Overall satisfaction towards PAYTM WALLET is

independent of gender

LEVEL OF
MALE FEMALE TOTAL
SATISFACTION

Highly satisfied 12 9 21

Satisfied 28 23 51

Dissatisfied 8 6 14

Highly
7 5 12
dissatisfied

TOTAL 55 43 98

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 O E (O-E) (O-E)2 (O-E)2/E

12 11.785 0.215 0.046 0.0039

9 9.214 -0.214 0.045 0.0048

28 28.622 -0.622 0.386 0.0134

23 22.377 0.623 0.388 0.1733

8 7.857 0.143 0.020 0.0025

6 6.142 -0.142 0.020 0.0032

7 6.734 0.266 0.070 0.0103

5 5.265 -0.265 0.070 0.0132

Calculated : 0.2246

Degrees of freedom = (r-1) (c-1)

= (4-1) (2-1)
=3

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 INFERENCE:

As the calculated value (0.2246) is less than the table value (7.81) at 3 degrees of
freedom and 5% level of significance.

So we accept the null hypothesis.

Hence we conclude that overall satisfaction towards PAYTM Wallet is

INDEPENDENT of gender

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 CHAPTER-5
FINDINGS
SUGGESTIONS
CONCLUSIONS

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 FINDINGS:

 Most of the respondents feels PAYTM Wallet is a secure and easy way for online
transactions.

 49% of the respondents are using paytm wallet for more than 9 months.

 58% of the respondents are aware of paytm post-paid services.

 89% of the respondents linked their bank a/c to their paytm wallet.

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 Suggestions:

 Reduce the charges for wallet to bank transactions.

 Introduce more offers and cashbacks.

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 Conclusion:

 From my survey, I conclude that PAYTM wallet had a large number of satisfied users
until now.

 PAYTM started as recharge website in India pioneering today in diversified sectors like
insurance, bill payments, ticket booking to online shopping etc.
 PAYTM has to work upon the Payment gateway to improve the transaction efficiency
as 67% people faced problem with payment gateway. PAYTM is currently performing
well in terms of privacy but it has to work upon discounts/offers, transaction time and
bring about innovation to increase customer satisfaction.

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 ANNEXURE

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 Customer satisfaction survey on PAYTM
Wallet in Tirupati
NAME: GENDER:
INCOME: AGE:

1. For which purpose you use PAYTM Wallet most? ( )

a. Money transfers b. Recharge c. Booking Tickets d. Other activities
2. How long you have been using PAYTM wallet ? ( )
a. 0-3months b. 3-6months c.6-9 months d. More than 9 months
3. How did you come to know about PAYTM Wallet ? ( )
a. By friends b. Advertisements c .References d. Others
4. What is the important criteria to choose PAYTM wallet? ( )
a. Rewards b. Discounts c. cashbacks d. scratch cards e. Others
5. How many transactions do you make per month by PAYTM? ( )
a. 5-10 b. 10-15 c. 15-20 d. 20 above
6. What is your average transaction value using PAYTM wallet? ( )
a. 3000-5000 b. 5000-8000 c.8000-12000 d. 12000 above
7. Are you satisfied with the transaction limit of the wallet : ( )
a. YES b. NO
8. What is the transaction limit you are suggesting :
_______________________
9. Did you link your bank account with PAYTM Wallet : ( )
a. Yes b. NO
10. If no, please specify the reason : ________________________________

11. Did you ever experience an issue during processing of payment : ( )

a. YES b. NO
12. If yes, did you raised complaint against the payment issue ? ( )
a. YES B. NO
13. Did you recognise latest PAYTM advertisement ? ( )
a. YES b.NO

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 14. How was the response from customer service towards compliant raised? ( )
a. Highly satisfied b. Satisfied c. Indefinite d. Dissatisfied
e. Highly dissatisfied
15. In how many days the complaint got resolved? ( )
a. 0-3days b. 3-6days c. 6-8 days d. More than 8 days
16. How satisfied are you with customer service unit ? ( )
a. Highly satisfied b. Satisfied c. Average d. dissatisfied e. highly dissatisfied
17. Did you pay your offline bills by using PAYTM wallet ? ( )
a. YES b.NO
18. Are you aware of Post-paid services in PAYTM wallet? ( )
A. YES b. NO
19. Is PAYTM wallet accepted everywhere? ( )
a. YES b. NO
20. Are you aware of receiving transaction statements in PAYTM wallet ? ( )
a. YES b. NO
21. Is the PAYTM wallet user friendly? ( )
a. YES b. NO
22. Do you recommend PAYTM Wallet to others ? ( )
a. YES b. NO
23. Rate your overall satisfaction towards PAYTM Wallet : ( )
a. Satisfied b. Satisfied c. Indifference d. Dissatisfied e. Highly dissatisfied

24. Mention your overall satisfaction level towards PAYTM Wallet :( )

a. Highly satisfied b. Satisfied c. Indifference d. Dissatisfied e. Highly dissatisfied

25. Any suggestions for further improvement of PAYTM wallet:

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

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 REFERENCES

 Balan, R., Ramasubbu, N., Tayi, G. (2006) Digital Wallet: Requirements and
Challenges. Available: https://apollo.smu.edu.sg/papers/digitalwallet_case.pdf

 Lee, T., The Impact of perceptions of interactivity on customer trust and transaction
intentions in mobile commerce, Journal of Electronic Commerce Research, vol. 6, no.
3, pp. 165-180, 2005.

 Lin, H., Wang, Y., An examination of the determinants of customer loyalty in mobile
commerce contexts, Information and Management, vol. 43, no. 3, pp. 271-282, 2006.

 Pousttchi, K., Wiedemann, D., (2008, October) What influences consumers’ intention
to use mobile payments? [Online]. Available:
http://classic.marshall.usc.edu/assets/025/7534.pdf.

 Ghuman, , S., Recharging: the Right Way?? A case study on e-payment giants:
Freecharge & PayTM, IOSR Journal of Business and Management, pp. 87-92.
Available: www.iosrjournals.org/iosr-
jbm/papers/Conf.15010/Volume%201/14.%2087-92.pdf

 Painuly, Dr. P., Rathi, S., Mobile Wallet: An upcoming mode of business transactions,
International Journal in Management and Social Science, Vol.04 Issue-05, pp. 356-363,
May, 2016.

 Shukla, T. N., Mobile wallet: present and the future, Vol. 5, No. 3, June 2016 (ISSN
2278 – 5973). Available: ssijmar.in/vol5no3/vol5no3.6.pdf.

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