“A STUDY ON CUSTOMER SATISFACTION

TOWARDS ONLINE PAYMENT SYSTEM ''

This project report is submitted to
School of Allied Sciences Sawangi, (Meghe) Wardha
In partial fulfillment of the requirement for the award
Of Post Graduate Diploma
PGD in Advertising & Brand Management
By
Mr. Abhijit Diwakar Ingle

Under the guidance of

Dr. Ajay Pethe

School of Allied Sciences-SAS

DEPARTMENT OF COMMERCE & MANAGEMERNT

School of Allied Sciences Sawangi, (Meghe) Wardha

Datta Meghe Institute of Medical Sciences(Deemed to be University)
Sawangi(Meghe)

2019-2020

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 School of Allied Sciences Sawangi, (Meghe)
(Datta Meghe Institute of Medical Sciences-DU)

Department of Commerce & Management

Certificate of Approval-2019-2020
Certified that the project report entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS ONLINE PAYMENT SYSTEM” has been successfully

completed by Abhijit Diwakar Ingle under the guidance of Dr. Ajay

Pethe in recognition to the partial fulfillment for the award of the Post
Graduate Diploma of Advertising & Brand Managment , School of
Allied Sciences Sawangi, (Meghe) Wardha

Dr. Ajay Pethe

(Guide)

Dr. Abhyuday Meghe Dr. Ajay Pethe

Director Dean (Commerce & Management)
(School of Allied Sciences) (School of Allied Sciences)

Signature of External Examiner

Name:

Date of Examination

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 DECLARATION

a. I hereby declare that this Project Report entitled, “A Study On

Customer Satisfaction Towards Online Payment System” is
bonafide and authentic record of work done by me under
supervision of Dr. Ajay Pethe Dean Commerce & Management,
School of Allied Sciences Sawangi (Meghe) Wardha.
b. The work contained in this project has been done by us under
the guidance of our guide.
c. The work presented in this project report has been carried out
by me as bonafide student of the Department of Commerce
& Management , School of Allied Sciences, Sawangi (Meghe)
Wardha - Datta Meghe Institute of Medical Sciences(Deemed
to be University) during the academic session 2019-2020.
d. I have followed the guidelines provided by the Guide and
Institute in preparing the project report.
e. I have conformed to the norms and guidelines given in the
Ethical Code of Conduct of the Institute.
f. Whenever I have used materials (data, theoretical analysis,
figures, and text) from other sources, I have given due credit
to them by citing them in the text of the report and giving their
details in the references.

Mr. Abhijit Diwakar Ingle

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 ACKNOWLEDGEMENT

I would like to thank to Dr. Ajy Pethe ,(Project Guide) School of

Allied Sciences Sawangi (Meghe) Wardha. , Wardha. Under whose
necessary guidance I have completed my project successfully.
Without his unending help, encouragement and motivation this
would not have been possible.

Dedication and perseverance when supported by inspiration and

guidance leads to success. For me the inspiration and guidance
was given by my guide Dr. Ajay Pethe who were accessible for me to
obviate the darkness of my problem with light of his knowledge of
the relevant subject enriched by his hands on experienced in the field
of PGD in Advertising & Brand Management . I truly sense it was
privilege for me, to have them as my guide. I fill highly honored
working under them.

I am also thankful to Dr. Abhyuday Meghe, Director, School of Allied

Sciences, Dr. Ajay Pethe Dean Commerce & Management, School
of Allied Sciences ,Dr.Shailesh Kediya,HOD-MBA Dept., Dr. Amit
Sahu, Assistant Professor, Dr.Pankaj Choudhari,Assistant Professor
Faculty Commerce & Management School of Allied Sciences
department for their support and for providing us all the necessary
facilities.

Last but not the least; I would like to thank the Lab assistants and
Lab in-charges for their co-operation and my family and friends for
their constant encouragement and support.

Mr. Abhijit Diwakar Ingle

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 PROJECT CONTENTS

Content Page No.

Customer preference and introduction 6-27

Research Methodology 25-31

Data Interpretation 32-45

Findings 46-48

Conclusion 49-50

51-52
Bibliography

Questionnaire 53-54

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“A STUDY ON CUSTOMER SATISFACTION TOWARDS ONLINE PAYMENT
SYSTEM.”

INDEX

Sr.
Content Page No.
No.

Customer preference and

1 6-27
introduction

2 Research Methodology 25-31

3 Data Interpretation 32-45

4 Findings 46-48

5 Conclusion 49-50

6 Bibliography 51-52

7 Questionnaire 53-54

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CHAPTER 1

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 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 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.

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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.

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 INTRODUCTION TO ONLINE PAYMENT SYSTEM
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. With this
advancement in technology, things around us have drastically changed. As smart phones have
become more affordable & prevalent, it caters to mans comfort & conveniences i.e. ordering
food, online shopping, booking movie tickets etc.

With the introduction of digital wallets in early 90’s pioneered by Sam Pitroda with the
vision, underlying the needs of the customers-an easy to use interface, ability to securely
transact in the virtual and real world, in came app-based wallets such as Paytm, Mobikwik,
Freecharge etc, which has become extremely convenient for a person to make cashless
transactions. Mobile wallet is equivalent to physical wallet, it provides a platform for the user
to keep money in it as that of an bank account i.e. the user needs to make an account with a
mobile wallet provider, money can be loaded to the Online Payment System account using a
debit card, credit card, bank account etc. The money loaded by the user can be used to pay for
goods & services, transfer funds from their mobile wallet through a simple SMS or via Near
Field Communications (NFC) or the wallet services that takes in the users payment
information and pays the users bills instantly for certain services. RBI has increased the
money loading limit from Rs 5,000/- to Rs 1,00,000/- .

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 CONVERSION PROCESS (PHYSICAL MONEY TO VIRTUAL MONEY):

Physical Debit card, credit

M -wallet Virtual money
Money card, bank account

The advantage of completing an online transaction through mobile wallet is, it does not
charge any amount of money on every transaction and saves the customer from the hassle of
entering card details and pin number for each and every transaction. It is easy and convenient
for the users, as the user needs to sign in the account and make payment. On the other hand it
focuses on online merchants and offline merchant’s i.e. the Online Payment System
provider’s act as an intermediary between the merchants and the wallet users. Traditionally,
banks were never interested in small transactions but with the increasing number of Online
Payment System providers, banks were petrified that their relationship with customer will be
upstaged by them, so they launched their own digital wallets (payzapp and pockets) by HDFC
bank & ICICI bank.

The current scenario is witnessing a new payment methodology called the mobile wallet
which has revolutionized the payment system on a single tap. Therefore the perception of
customers is changing from “bank-first to payment- first”. Players like Paytm, Mobikwik,
Freecharge, citrus etc have taken charge towards the payment system. There are currently
about 20 mobile wallet payment gateways in INDIA out of which few payment system
gateways are licensed by RBI as payment banks. RBI has licensed these wallets as payment
banks for their sustainability and certainly to improve their earnings & also facilitate further
financial inclusion by providing small savings a/c & remittance services to migrant labour
work force, low income households, small businesses & other unorganized sector entities.
According to RBI data, transactions of Online Payment Systems
have surged three-fold to Rs 8,180 crore in 2016-17 .The number of transactions rose from
106 million to 255 million in 2016-17 over the previous year

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Classification of Mobile wallets:
The mobile wallets in India are classified into three types

Mobile Wallet in
INDIA

Telecom
backed Independent
wallets wallets
Wallets by bank

Freecharge,
ICICI Pockets,
Citrus,
Paytm, State bank buddy ,
Idea money,
Reliance jio Ruplee Chillar,
wallet, wallet,
m rupee Citi Master pass,
mobile wallet, Oxigen
Airtel money wallet, Lime,
Vodaphone M- Payu
pesa, HDFC Payzapp,
wallet,
Pingpay by Axis bank
Mobikwik

Telecom-operated mobile wallets:

Many telecom service providers in India have their own mobile wallet as part of its product
portfolio. One of the initial services offered by mobile wallets was mobile recharges. Airtel was
the first mover in the market in the year 2011, it got the payments bank license from the RBI in
Augus t 2015and started Airtel money in a joint venture with Kotak Mahindra Bank. Reliance jio
was alsogranted a license with SBI. Idea Cellular also got its license for Idea Money with partner
AxisBank. Vodafone has M-Pesa whichsa major player n the market, along with TATA Docomo
that has mRupee.

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Wallets by banks:
Most major banks in the India are developing mobile wallets for their customers in order to have a
direct interaction between the seller, the buyer and the bank. ICICI Bank launched ICICI pockets
in February 2015, HDFC with Chillr and PingPay by Axis Bank and one of the late entrants, SBI
launched state bank buddy.
Independent wallets:
There are plenty of up-comers in India such as Paytm, Ruplee, Oxigen wallets etc. Paytm is the
exclusive wallet service for RoomsTonite, also payment platform for Uber and it already claims
that it has crossed the 100 million users whereas Mobikwik is the wallet of choice for IRCTC
tickets, Big Bazaar and even loans etc.

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RBI’S INITIATIVES TOWARDS ONLINE PAYMENT SYSTEMS:
RBI has been playing a pivotal role in the promotion of electronification of payments in the
country. It has classified Online Payment Systems into four types:

RBI

Open Semi-open Semi-closed

Wallet Closed Wallet
Wallets Wallets

OPEN WALLETS are the ones that allow the users to buy goods & services, withdraw cash at ATMs
or bank & transfer funds.( eg : ICIC’s pocket)

SEMI- OPEN WALLETS allows the users to buy goods & services at wallet accepting merchant
locations (point of sale terminals). They do not permit cash withdrawal or redemption by the
holder. (eg: Airtel money)

SEMI-CLOSED WALLETS allows the users to buy goods & services at listed merchants &
perform financial servicesat listed locations, theref ore one can use pay for wide range of
services. These aremuch more flexible than fully closed wallets.They do not permit cash
withdrawal or redemption by the users (eg: paytm, mobikwik et
money put into wallet can be used for various purposes such as tickets, prepaid recharges, DTH,
money transfer etc).

CLOSED WALLETS are issued by business establishments for use at their respective
establishment only. These instruments do not permit cash withdrawal or redemption.( eg: Ola has
a closed wallet for taxis, and the money put into the service can only be used to pay for those
taxis).According to Reserve Bank of India’s guidelines, a maximum of Rs 10,000 can be deposited
in an Online Payment System. After a customer deposits Rs 10,000 in their a/c, the company pays1-
2% transaction charge to the bank and earns a commission of 1.5-2% for every transaction made
by the customer through

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ABOUT ONLINE PAYMENT SYSTEM PROVIDERS:
Paytm
Paytm is one of the fast growing companies in the mobile wallet space in India. Paytm
received the mobile wallet service license from the Reserve Bank of India last year, it aims to
cross the more than 100- million users mark by 2016.With its mobile first strategy, Paytm
does more than 30 million orders of various digital and physical goods every month.
Launched in 2014, Paytm wallet is India’s dominating mobile payment service platform.

Mobikwik
Mobikwik Started in 2009, The Mobikwik Wallet claims to enable users to pay in a flash for
their recurring mobile recharge, bill payments and online purchases on popular e-commerce
websites (apps). The user can make payments using mobikwik for eBay, Snapdeal,
Shopclues, MakeMyTrip, redBus, BookMyShow, Domino’s Pizza, Fashion and you,
American Swan, Abhibus, Purplle, HomeShop18, Naaptol, Pepperfry, Yepme and Infibeam.

Oxigen
Oxigen is one of the oldest players in the payment market while the company jumped into
the mobile wallet space just last year. With its service, people can share money with their
friends and family. It allows the users to use their wallet to recharge their mobile phones, pay
bills and shop across a large number of online merchants.

Citrus
Citrus pay another key player in the mobile wallet space, which has quickly garnered
attention from users in India. It claims to have completed transactions on its platform to the
tune of 1bn dollars. In addition the company has attracted funding from investors such as
Sequoia Capital, Beenos, and E-Context Asia, among others.

Freecharge
Freecharge founded in 2010, Free Charge claims to be strong in the mobile wallet space with
20 million registered users. It is one of the biggest mobile recharge platforms. The company
was acquired by Snapdeal for $400.
Other Online Payment System service provider includes pay u money which offers a one
percent discount on every purchase made using their wallets, Novapay which focuses on
India’s semi- urban and rural market, Momoe which is focused for cashless payments in city’s
retail outlets, Airtel money, Vodafone-m pesa, chillr, m-rupee, ikaaz, Lime, ICICI pockets etc.

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PURPOSE OF USING MOBILONLINE PAYMENT SYSTEM SERVICES:

As a substitute for the traditional wallet, following are the uses of Online Payment System:
Recharge and Broadband top-ups
Instead of going to a shop in order pay for top-ups. Online Payment System enables
Telco’s to allow mobile wallet users to quickly and efficiently recharge prepaid
account of a mobile phone user via mobile phone anytime, anywhere.

Instant money transfer to any bank

It offers the customers the flexibility and convenience of managing their funds via
mobile devices by integrating their bank account with Online Payment System. It is
convenient and a secured alternative, which allows the consumers to flexibly
transfer their funds from bank
account to Online Payment System and vice versa without having to visit their bank
branch. Cons um ers need to register with their bank and integrate their Online
Payment System with the bank account to avail this service.

Online shopping and merchant payments

It allows the users to make payments for all kinds of goods and services in an easy
way via mobile wallet. The payment platform provides a real-time authorization and
enables secure mobile commerce and payment acceptance for both in-store and online.

Payment for booking transport facilities

Transportation facilities provide the users, personal mobility and freedom for users
from every walk of life.

Utility bill payments

It helps the household or office to pay for electricity, water, gas, telephone etc on a single
click.

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ADVANTAGES OF MOBILONLINE PAYMENT SYSTEMS SERVICES:

 One’s wallet can be snatched, misplaced or pick pocketed, but mobile wallet cannot be,
though there is a chance of someone stealing one’s a mobile.

 If the bill is of Rs 199/- or Rs 235/-, one will not have to run around asking for change. It
allows paying on a single tap.

 One need not fill in card numbers and passwords every time, they can link their credit cards,
debit cards and bank accounts and pay immediately without any hassle to enter the details
each time.

 When one makes a payment through a debit card or credit card, one is disclosing their
confidential bank data on the merchant’s site or establishment, it can lead to unwanted
security issues but by using Online Payment System, one can restrict the exposure of
confidential data.
 Massive rewards in the forms of discounts & cash backs.

DISADVANTAGES OF MOBILONLINE PAYMENT SYSTEM SERVICES:

 Only with a smart phone & speedy internet connection one can use such services.

 More than the connectivity, security is an major issue.

 Dismal battery back- up of smart phones one can never be sure whether the phone will be alive
even for that one tap payment

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 GROWING ONLINE PAYMENT IN INDIA

With more than 900 million mobile subscribers, driven by an unprecedented growth in the
internet subscribers, the market for mobile enabled payments in INDIA has grown more than
15 times to reach its current size of US$ 1.4 billion by the end of FY’15 from US$ 90 million
at the end of FY’12.

According to a recent report by “Growth Praxis”, although mobile payments have been
available in INDIA since 2010, only a small fraction of users made payments through mobile
devices. Companies such as m-check and beam money who were early innovators in the
space have already closed down. Earlier mobile transactions involved typing of complicated
SMS messages for making payments. Furthermore the whole process of payment was
dependent on the telecom network. However, with increased smart phone penetration, app,
wallet based payment solutions, the problem of complexity in payment through SMS and
dependency on network has been reduced. In INDIA mobile payments are predominantly
used for utility bill payments which currently hold a share of 34% of mobile payments value,
while prepaid top-ups and domestic remittance hold 38% and 26% respectively and 2% of m-
shopping.

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According to “India mobile wallet market research & opportunities, 2020”, the mobile wallet
market in India is forecast to reach US$ 6.6 billion by 2020. The mobile wallet market in India is
projected to exhibit exponential growth, on account of rising Smart phone penetration rate,
growing mobile internet user and increasing government support . Many mobile wallet
companies have increasingly formed collaborations with service providers and financial
institutions to offer a robust and seamless mobile wallet platform to the users . In addition ,
mobile wallet companies operating in India are also offering attractive deals and incentives to
attract new users.

In 2016, Tier-I cities such as Delhi, Mumbai, Bangalore, Pune etc registered the highest
number of wallet users in the country , while Tier-II cities such as Jaipur, Lucknow,
Chandigarh, Indore, Patna etc are emerging cities in terms of mobile wallet usage. Banking
accounted for the largest end user sector in country’s mobile wallet market in India in 2016,
followed by retail, telecom and transportation sector. Few of the leading companies
operating in India mobile wallet market include Paytm, Mobikwik, and Itzcash.

According to the report by research and consultancy firm of RNCOS, the current size of the
mobile wallet (Online Payment System) market in India stands about RS 350 Crore in 2016
and is estimated to touch RS 1,210 Crore by 2019.of this cash transactions accounted for 38%,
while recharge and bill payments of 30% and utilities (include online travel, movie, hotel and
other bookings) and others (include m-shopping of clothes, electronics and other items) of
12% and 20% respectively. According to RBI data, transaction of Online Payment System
has surged three fold to Rs 8,180 crore in 2016-2017. The number of transactions rose from
106 million to 255 million in 2014- 2015 over the previous year.
Growing awareness regarding the benefits of mobile wallets, rising Smart phone’s and
mobile internet penetration rates, increasing security measures are expected to drive growth
in India mobile wallet market.

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PAYTM:
Paytm is an Indian e-commerce shopping
website headquartered in Noida, India,
launched in
2010. It is owned by One97 Communications.
The firm started by offering mobile recharging,
adding bill payment and e-commerce in
INDIA, with products similar to businesses
such as Flipkart, Amazon, Snapdeal. In 2015,

added booking bus travel. Paytm was founded and incubated by One97 communications in
2010 as a prepaid mobile recharge website. Paytm is an acronym for "Pay through Mobile"
with Android, windows and ios apps. In 2014, the company launched Paytm Wallet, now
India's largest mobile payment service platform with over 100 million wallets & 10 million
app downloads. Paytm users can also pay for the fuel at Indian Oil Petrol pump through
paytm wallet.
FUNDING:
In March 2015, Indian industrialist Rattan Tata made personal investment in the firm. The
same month, the company received a $575 million investment from Chinese e-commerce
Company Alibaba group, after Ant Financial service group, an Alibaba Group affiliate, took
25% stake in One97 as part of a strategic agreement. Paytm borrowed 300cr from ICICI
Bank in March 2016 as working capital.
PARTNERS:
Paytm works with the all mobile operators in all states in India for prepaid mobile, DTH, and
Datacard recharges and postpaid mobile, landline, and Datacard bill payments. It has
partnered with multiple national banks for credit card, debit card, and netbanking payments.
Paytm also works with various billers for utility bill payments. It is the mediator between the
third party and the customer.

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PAYMENT BANK:
In 2015 Paytm received a license from RBI for starting India's first payments bank. The bank
intends to use the Paytm’s existing user base for offering new services, including debit cards,
savings accounts, online banking and transfers, to enable a cashless economy. The payments
bank would be a separate entity in which the founder Vijay Shekhar Sharma will hold 51%,
One97 Communications will hold 39% and 10% will be held by a subsidiary of One97 and
Sharma.

SERVICES PROVIDED BY PAYTM GATEWAY PROVIDERS:

MOBILE RECHARGE:

Paytm is one of the biggest recharge sites in India that delivers instant online prepaid
recharge & mobile bill payment solutions to the end users. It delivers easy and continent
recharge experience online. Paytm ensures
24x7 availability, at no extra cost to the end user, so that the one can transact securely from
any location at their convenience. Paytm supports mobile operators such as Aircel, Airtel,
BSNL, Idea, MTNL, MTS, Reliance CDMA & GSM, T24, Tata DOCOMO, Tata Indicom,
Telenor, Videocon and Vodafone for prepaid mobile recharge and Aircel, Airtel, BSNL,
Idea, MTS, Matrix Postpaid, Reliance CDMA & GSM, T24, Tata DOCOMO, Tata Indicom,
Telenor, Videocon, Vodafone for postpaid mobile recharge.

DTH:
Paytm offers exciting range of DTH recharge services for various DTH Services. Through
Paytm's widest list of online DTH recharge, one can recharge their digital TV anytime and
from anywhere in the world. The most popular DTH services providers are Dish TV, Airtel
Digital TV, Sun Direct TV, Reliance Digital TV, Videocon D2H and Tata Sky.

ELECTRICITY BILL:

Paytm enables electricity bill payments. Through Paytm one can smoothly pay electricity
Bill anywhere, anytime. Paytm supports various electricity boards such as Ajmer Vidyut
Vitran Nigam, BESCOM, BSES Rajdhani, BSES Yamuna, Bhagalpur Electricity Distribution
Comoany (BEDCPL), CESC Limited, Jaipur Vidyut Vitran Nigam, Jodhpur Vidyat Vitran
Nigam, MP Madhya kshetrs Vidyut Vitran Bhopal, Muzaffarpur Vidyut Vitran ltd, Noida
power company(NPCL), North Bihar Power Distribution, Reliance Energy-Mumbai, South
Bihar Power Distribution, Tata Power-DDL, Torrent Power Limited, Uttar Pradesh Power

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Corporation Limited.
DATA CARDS:

Paytm offers Data Card recharge for all the top operators like BSNL Data Card, Reliance
Netconnect, MTNL Data Card, Tata Photon and MTS. It also accepts Bill payments for
Reliance NetConnect, Tata Photon+, Tata Photon Whiz. One can get access to all the plans
before making the payment and the user can go for a 6 Month Pack, Annual Pack, Monthly
Pack or a 3 Month Pack and select the one that suits their needs.

LANDLINE BILLS:

Paytm enables the user to make Landline bill payment

effortlessly of Airtel landline, Connect Broadband, MTS Landline, Reliance Landline on few
easy clicks.

GAS:

One can enjoy the benefit of paying gas bills from anywhere and anytime of Adani Gas
limited, Mahanagar Gas-Mumbai, Siti Energy Ltd.

INSURANCE:

Paytm presents an easy way to pay insurance premium. One can pay insurance premium by
simply logging into Paytm.com. Moreover one can avail benefit of several deals and offers
while paying insurance premium online with Paytm. This is an easy way to pay one’s
insurance premiums conveniently without any hassle of ICICI Prudential Life Insurance,
IndiaFirst life insurance, Reliance General Insurance, Reliance Life insurance, Relia nce
Health insurance, SBI General Insurance Limited, Religare Health Insurance, TATA AIA
Life Insurance.

MOVIES:

One can enjoy the hassle- free service of booking movie tickets through Paytm. One has a
choice to choose any cinema screens across India and book as late as before show time
instantly through Paytm. PVR Cinemas are associated with Paytm.

GOLD LOANS:

Gold loan are the loan taken against gold, this is the convenient option during one’s financial
needs. Paytm offers a handy option of gold loan repayment through their online service. One
can make payment of gold loan (Manappuram), online through Paytm effortlessly.

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METRO:

One can recharge their metro cards via Paytm and it is associated with Delhi metro and
Mumbai Metro.

WATER BILL:

Paytm presents online water bill payment service. One can now pay water bills of
Aurangabad City Water Utility Company ltd, Delhi Jal Board through the comfort of their
home using Paytm over mobile phone or desktop in few easy clicks.

HOTELS:

Paytm welcomes online hotel booking ,One can just log on to Paytm.com, search over 1000+
destinations for their travel dates and book from a wide variety of over 20,000+ hotels,
Resorts, Villas, Home stays etc across India i.e. they can choose a hotel of their preference a
nd book hotel online in minutes. They can also view hotel location, photos, room options,
prices for various hotels online, pick as per their comfort and book according to their choice.

BUS TICKETS:

One can log into Paytm.com for booking bus tickets. It enables the users to search, pick and
book as per their comfort. It offers online bus ticket booking for Sleeper, AC, Luxury, Volvo and
Mercedes .One can also choose their preferred operator from Safar Express Tour and Travels,
Metro Travels, Fouji Bus, Fouji Tourist Service, Royal India Travels, Moonlight Holiday's
Pvt. Ltd , IRTC etc and also select their boarding point and departure time. One can enjoy
booking tickets for a theme park (Imagica theme park (Mumbai), Aquamagica Water Park
(Mumbai)) and also book tickets for various events.

ENTERTAINMENT:

One can enjoy booking tickets for a theme park (Imagica theme park (Mumbai), Aquamagica
Water Park (Mumbai)) and also one can book tickets for various events.

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MOBIKWIK:

Mobikwik is a mobile wallet and online payment system headquartered in Gurgaon, India,
launched in 2009 by Bipin Preet Singh and Upasana Taku. It was tied up with various online
merchants such as e-Bay, BookMyShow,
Dominos, Shopclues and
Snapdeal to provide to provide accessibility of their wallet as a payment option e-commerce
sites. Mobikwik enables prepaid mobile, DTH and data card recharges, post-paid mobile bills
payment and utility bill payment for electricity, gas and landline connections. It also offers
these services via SMS, phone and apps that are available for Android, iOS and Windows
platform. In terms of sales (transaction value), it did Rs 40 crore in FY13 and Rs 200 crore in
FY14 and generate Rs 1,200 crore in FY15

FUNDING:
Mobikwik raised $5 million funding from a US-based firm in 2013 and is expected to get
another $30 million in the upcoming year.

SERVICES PROVIDED BY MOBIKWIK GATEWAY PROVIDERS:

MOBILE RECHARGE:

Mobikwik provides recharge facility, it does not charge over any mobile recharges done and
one can save time, effort and money. It enables the user to browse for the cheapest talktime
and data plans using Mobikwik.com. Mobikwik supports mobile operators such as Aircel,
Airtel, BSNL,

23 | P a g e
Idea, MTNL, MTS, Reliance CDMA & GSM, Vodafone 4G, Tata DOCOMO, Tata Indicom,
Telenor, Videocon, Vodafone, Airtel 4G and Reliance Jio 4G and also supports postpaid
operators such as Airtel Postpaid, Idea Postpaid, Reliance CDMA & GSM Postpaid, Tata
DOCOMO Postpaid, Vodafone Postpaid, Airtel postpaid, BSNL postpaid, Aircel Postpaid.

DTH:

Mobikwik enables the users to recharge their DTH connections of Airtel DTH, Tata sky,
Dish TV, Videocon D2H, Sun Direct, Reliance big TV.

DATACARDS:

One can recharge their data cards of Reliance Netconnect, Tata Photon plus, MTS Mblaze,
BSNL data card, Vodafone Netcruise, Idea net setter at any time of the day.

ELECTRICITY BILL:

Mobikwik enables the users

to avail the service of paying electricity bill of various boards such
as BSES Rajdhani, BSES Yamuna, MSEB Mumbai, Tata Power Delhi Distribution Ltd,
Reliance Energy (Mumbai), Best Mumbai, Chhattisgarh Electricity board, Noida power
Company ltd, Jaipur Vidyut nigam Ltd, Bangalore Electricity Supply, MP Paschim Vidyut
Vitaran(Indore), Jamshedpur utilities and services(JUSCO).

LANDLINE:

Mobikwik enables the user to make Landline bill payment effortlessly of Airtel landline, Tata
Teleservices (CDMA), MTS Delhi, Reliance communications and Tikona on few easy clicks.

GAS:

One can enjoy the benefit of paying gas bills from anywhere and anytime of Indraprastha
Gas,

24 | P a g e
Mahanagar Gas Ltd, Gujarat Gas company Ltd.

LIFE INSURANCE:

One can pay their life insurance premium of Birla Sun Life Insurance, ICICI Prudential Life
Insurance and Tata AIA Life Insurance.

WATER BILL:

Mobikwik enables the user to pay water bill of Bangalore water supply (BWSSB).

TRANSFER MONEY:

Mobikwik’s money transfer features the quickest and easiest mode of electronic fund
transfer, which enables the users to transfer money from anywhere and at anytime. One can
transfer cash from one wallet to the other wallet and also transfer cash from its wallet to
Bank account.

Demonetisation’s Impact On Mobile Wallets

As the race hots up to capture the consumer market that is ready to go digital post demonetisation,
digital wallets are untying the purse strings and are deploying a big part of their budgets for
marketing this month. MobiKwik launched a marketing campaign called MobiKwik Hai Na over the
weekend with front-page newspaper ads in five cities,
radio campaigns as well as a company 'anthem'. The company is set to spend Rs 25 crore on
marketing and branding by December, said cofounder Upasana Taku.

"We usually don't spend more than Rs 2-3 crore a month on brand marketing, but this month we
have increased the spend by 10x. There are brands that have been spending a lot on marketing in
the last few weeks and we don't want users to get polarised towards a
brand," Taku said. "Also, the winds are blowing in the direction of digital payments and it is the right
time to help people on board. We are working very hard on the ground, but it is also important to
create a buzz and consumer confidence through branding." Taku's cofounder and MobiKwik CEO
Bipin

25 | P a g e
Although all mobile wallets have been helped greatly by demonetisation, Paytm has
benefited somewhat disproportionately in terms of volumes

Although all mobile wallets have been helped greatly by demonetisation, Paytm has benefited
somewhat disproportionately in terms of volumes. We suspect this is because of its massive and
relentless advertising campaign in recent weeks. Average refill values for wallets are up across the
board.

We will keep track of this data over the next few months to see whether the wallets will be
able to sustain and expand these numbers or if this is a temporary phenomenon that will fade
as cashcirculation increases.

26 | P a g e
CHAPTER 2

27 | P a g e
 RESEARCH OBJECTIVES

1. To study the customers reference towards Online Payment Systems.

2. To study the services provided by the Online Payment System providers and the
services used by the Online Payment System users.
3. To identify factors motivating customers to use Online Payment Systems.

RESEARCH METHODOLOGY

Business research methods can be defined as “a systematic ad scientific procedure of data

collection, compilation, analysis, interpretation, and implication pertaining to any business
problem”. Types of research methods can be classified into several categories according to
the nature and purpose of the study and other attributes. In methodology chapter of your
dissertation, you are expected to specify and discuss the type of your research according to
the following classifications.
TYPES OF RESEARCH METHODS

General Classification of Types of Research Methods

Types of research methods can be broadly divided into two quantitative and qualitative
categories.
Quantitative research “describes, infers, and resolves problems using numbers. Emphasis is
placed on the collection of numerical data, the summary of those data and the drawing of
inferences from the data”.
Qualitative research, on the other hand, is based on words, feelings, emotions, sounds and
other non-numerical and unquantifiable elements. It has been noted that “information is
considered qualitative in nature if it cannot be analysed by means of mathematical
techniques. This characteristic may also mean that an incident does not take place often
enough to allow reliable data to be collected”.

Types of Research Methods According to Nature of the Study

Types of the research methods according to the nature of research can be divided into two
groups: descriptive and analytical. Descriptive research usually involves surveys and studies
that aim to identify the facts. In other words, descriptive research mainly deals with the
“description of the state of affairs as it is at present”, and there is no control over variables in
descriptive research.Analytical research, on the other hand, is fundamentally different in a

28 | P a g e
 way that “the researcher has to use facts or information already available and analyse these in
order to make a critical evaluation of the material”.

Types of Research Methods According to the Purpose of the Study

According to the purpose of the study, types of research methods can be divided into two
categories: applied research and fundamental research. Applied research is also referred to as
an action research, and the fundamental research is sometimes called basic or pure research.
The table below summarizes the main differences between applied research and fundamental
research. Similarities between applied and fundamental (basic) research relate to the adoption
of a systematic and scientific procedure to conduct the study.
Applied Research Fundamental Research
1. Tries to eliminate the theory by adding 1. Aims to solve a problem by adding
to the basics of a discipline to the field of application of a
2. Problems are analysed from the point of discipline
one discipline 2. Often several disciplines work
together for solving the problem
3. Generalisations are preferred
3. Often researches individual cases
4. Forecasting approach is implemented
without the aim to generalise
5. Assumes that other variables do not
change 4. Aims to say how things can be
changed
6. Reports are compiled in a language of
technical language ofdiscipline 5. Acknowledges that other variables
are constant by changing

6. Reports are compiled in a common

language

Types of Research Methods according to Research Design

On the basis of research design the types of research methods can be divided into two groups
– exploratory and conclusive. Exploratory studies only aim to explore the research area and
they do not attempt to offer final and conclusive answers to research questions. Conclusive
studies, on the contrary, aim to provide final and conclusive answers to research questions.

29 | P a g e
 Exploratory research Conclusive research
Structur Loosely structured in Wellstructured and i
e desing systematic n
design
Methodo Are flexible and investigative Have a formal and
logy definitive
in methodology
methodology that
needs to be
followed and tested
Hypothe Do not involve testing of Most conclusive
ses hypotheses researches are
carried out to test
the formulated
hypotheses
Findings Findings might be topic Findings are
specific and significant as they
might not have much have a theoretical
relevance outside of or applied
researcher’s domain implication

In this study, a combination of both Primary & Secondary data has been used. Primary data
is used in the form of questionnaire method, which has been created using Google forms &
distributed among internet & social media users. In addition to it, secondary data has been
used to support the study.
SAMPLE TECHNIQUE-The method of random sampling has been used to collect the data from
the respondent.
SAMPLE SIZE - The sample size is 100 respondents. The sample of the study consists of
both the users (80 respondents) and non users (20 respondents) of Online Payment System.
DATA ANALYSIS AND INTERPRETATION- The data was analyzed and interpreted
using Google drive and Microsoft excel 2007. Correlation matrix, Regression, Anova tests
were also carried out to analyze the data.

30 | P a g e
CHAPTER 3

31 | P a g e
 DATA INTERPRETATION

Q1. Are you aware regarding the functionality of Online Payment System?

Particulars Respnses
Partially aware 26
Fully aware 70
Not aware 4

70

60

50

40
Series 3

30

20

10

0
partially aware Fully aware Not aware

From the above table it is revealed that from the sample collected, most of the people are fully
aware of the functionality of E- wallet and thus are aware of its updates. As from the sample
collected very few people that are not aware of the functionality of Online Payment System.

32 | P a g e
Q2. Do you do online payments through Online Payment Systems.

Particular Response of a
s
those who m k
online e
payment
through wallet M
-
Yes 97
No 3

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%

0%
yes no
Those who
91% 9%
make online
payment
through
Online
Payment
Systems

The above table and chart reveals that from the sample collected, 85% respondents have their
own smart phone and out of which only 97% of people use Online Payment System for their
online payment. And there are only 15% people who do not have their own smart phone and yet
3% people uses online payment method .

33 | P a g e
Q3. What preference of respondents do you make towards mode of payments?

Particulars Response
Debit card 55%
Credit card 8%
Online Payment 28%
System
Any other 9%

Responses

35%

30%

25%

20%

15%

10%

5%

Debit card Credit card Online Any other

Payment
System
R 33% 23% 35% 9%
e
s
p
o
n
s
e
s

The above table and chart reveals that from the sample collected, most percentage of the
respondents use Online Payment System facility i.e. 35% and on the other hand, the ratio of
using debit card and credit card users is less hence percentage of respondents using debit card and
credit card is 33% and 23% respectively. Thus, the remaining 9% of respondents use the other
mode of payment like cash, bank transfer, and demand draft.

34 | P a g e
Q4.If Online Payment System is your first preference, then why

Particulars Responses
Time saving 41%
Ease of use 30%
Security 19%

Responses

45%
40%
35%
30%
25%
20%
15%
10%
5%

0
% Ti Eas S
me e of ec
sav use ur
ing it
y
R 41 30 1
e % % 9
s %
p
o
n
s
e
s

The above table and chart reveals that from the sample collected, the reason for using Online
Payment System is being categorized into three parts i.e. time saving, ease of use and security
(taking the major portion of analysis). As most percentage of respondents prefer to use Online
Payment System as it is more time saving than other mode of payment i.e. 41%. Thus, 30% of
respondents prefer to use Online Payment System on the basis of Ease of use and followed by it
security is another preference respondents use M- wallet.
35 | P a g e
Q5. Which Online Payment System do you prefer most of the time?

Particulars Responses
Paytm 42%
Freecharge 22%
Mobikwik 24%
Google wallet 12%

RESPONCE

45%
40%
35%
30%
25%
20%
15%
10%
5%

0
% Paytm Freecharge Mobikwik Google
wallet
R 42% 22% 24% 12%
e
s
p
o
n
s
e
s

The above table and chart reveals that from the sample collected, thus through data research it is
found that 42% of the respondents use Paytm as their Online Payment System (mode of
payment). Thus, percentage of respondents using Mobikwik is 24%, freecharge is 22% and google
wallet is 12%.

36 | P a g e
Q6. What is your purpose of using Online Payment System?

Particulars Responses
Mobile Transfer 15%
Recharge 40%
Food/movies 16%
Online shopping 23%
Transfer payment 6%

40%
35%
30%
25%
40%
20%

15%
23%
10% 15% 16%
5% 6%
0%
Mobile Recharge Food/movies Online Transfer
transfer shopping payment

Responses

The above table and chart reveals that from the sample collected, most percentage of the
people
i.e. 40% of the people use Online Payment System for Recharge purpose according to the sample
collected. Followed by it, most of the respondents prefer to make online shopping on the E –wallet
apps i.e. 23%. It was observed that preference towards mobile transfer and online shopping of
the respondents are almost same i.e. 15% and 16%. Thus, little percentage of respondent’s uses
M- wallet for transfer payment.

37 | P a g e
Q7. How do you consider Online Payment System against other sort of payment methods?

Particulars Responses
Alternate choices 20%
Substitute 45%
Supportive instrument 35%

45%
40%
35%
30%
25% 45%

20% 35%

15%
20%
10%
5%
0%
Alternate choices Substitute Supportive instrument

Responses

The above table and chart reveals that from the sample collected, 45% of the respondents
consider Online Payment Systems against other mode of payment as their substitute. Thus, 35%
of the respondents consider Online Payment System as a supportive instrument and 20% of the
respondents prefer M- wallet as an alternate choice.

38 | P a g e
Q8. How many times have you used the Online Payment System (per month)?

Particulars Responses
Only once 2%
5-10 times 23%
More than 10 times 75%

80%

70%

60%

50%
Responses
40%

30%

20%

10%

0%
Only once 5-10 times More than 10 times

The above table and chart reveals that from the sample collected, that 75% of the respondents
use Online Payment System more than 10 times in a month and 23% of the respondents use
Online Payment System 5-10 times. As 23% of the respondents are those people who use Online
Payment System for the purpose of booking movies and for making transfer payment.

39 | P a g e
Q9. Were you using Online Payment System prior to demonetization ?

Particulars % of respondents
Yes 25%
No 75%

% of respondents

80%
70%
60%
50%
40%
30%
20%
Axis Title

10%

Yes No

%of 25% 75%

respondents

The above table and chart reveals that from the sample collected, most percentage of the
respondents were not using Online Payment System services before the demonetization i.e.
75% of the respondents. Thus, only 25% of the respondents were using the Online Payment
System services before the demonetization.

40 | P a g e
Q10. How much you are satisfied with the usage of Online Payment System services

Particulars Respnoses
Very satisfied 29%
Satisfied 34%
Neutral 23%
Unsatisfied 14%

35%

30%

25%

20%
Responses
15%

10%

5%

0%
Very satisfied Satisfied Neutral Unsatisfied

The above table and chart reveals that from the sample collected, 29% of the respondents are
very satisfied with Online Payment System services and 34% of the respondents are only satisfied
with it. Thus, very few i.e. 14% of the respondents are not satisfied with the Online Payment
System serives.

41 | P a g e
Q11. Reduced frequency of traditional payment system due to Online Payment Systems

Particulars Responses
Yes 65%
No 35%

70%

60%

50%

40% Responses

30%

20%

10%

0%
no yes

The above table and chart reveals that from the sample collected, 65% of the respondents have
reduced the mode of traditional payment and have shifted their mode of payment to Online Payment
Systems services. Thus, on the other hand some of the respondents i.e. 35% of the people
sampled have not shifted their mode of payment to Online Payment System services.

42 | P a g e
Q12. What are the obstacles you face while using E- wallet?

Particulars Responses
Security of mobile payment 12%
Too time consumption to set up 11%
Involves danger of losing money 23%
Cannot be used for international transaction 54%

60%

50%

40%

30%
Responses
20%

10%

0%
Security of Too time Involves Cannot be used
mobile comsumption dangerof losing for
payment to set up money international
transaction

The above table and chart reveals that from the sample collected, 54% of the respondents faces
obstacles towards using international transaction and 23% of the respondents seems to have
problem using Online Payment System because of losing money. As 10% of the respondents
think that they face obstacles towards Online Payment System services towards security of money.

43 | P a g e
Q13. Would you want to continue using Online Payment System?

Particulars Responses
Very likely 37%
Likely 29%
Likely neutral 20%
Unlikely 10%
Very unlikely 4%

40%

35%

30%

25%

20%
Responses
15%

10%

5%

0%
Very Likely likely Likley Unlikely Very likely
neutral

The above table and chart reveals that from the sample collected, 37% of the respondents are very
likely to continue using Online Payment System services, thus there are only few respondents i.e.
10% that are unlikely to use Online Payment System service in future.

44 | P a g e
CHAPTER 4

45 | P a g e
 FINDINGS

 Most of the respondents prefer using Paytm for other services followed by other wallets.
Security, necessity, time and services used are the factors which influence the preferences of the
respondents.
 The Availability, Convenience, Service acceptance, Security and Reward points are the major
factors which influences most of the respondents to use Online Payment Systems. Majority
of the respondents feel that Online Payment System saves time and has made life easier.
Most of the respondents feel that M- wallet can be used as an alternative mode of payment
which can substitute the physical payment system.
 Majority of the respondents have reduced their traditional payment due to Online Payment
Systems. Most of the respondents use Online Payment System frequently.
 A large number of the respondents are satisfied with the service provided by them whereas a few
number of the respondents are highly satisfied with the service used. Majority of the respondents
have not come across any obstacle while using Online Payment System and major problem
faced by some of the users is network server issue.
 Based on the age and gender of the respondents, Majority of the male and female respondents
prefer using Paytm who fall into the age group of 18-30.Online Payment System is affected
by demographics as it has been seen in the study that more males are making online payments via
Online Payment Systems.
 Based on the Gender, Occupation and Income of the respondents, majority of the respondents
prefer using Paytm of various occupation and income bracket.
 Majority of the respondents prefer using Paytm for recharge, utility, transportation, food and
movie tickets purpose who fall into age group of 18-30 and 31-50.
 Majority of the respondents prefer using Paytm for Online Shopping who fall into age group
of 18-30 followed by free charge and respondents who fall into age group of 31-50 prefer
using Paytm only.
 Majority of the respondents prefer using Paytm to transfer money who are in the age group of
18-30 followed by Mobikwik, respondents who fall into age group of 31-50 prefer using
Paytm only and respondents who fall into age group of 51-64 prefer using other wallets.
 Quite a few number of respondents do not use Online Payment Systems, the major reason being
Online Payment System security issues.
 As security is a major issue, most of the respondents fear of Online Payment System provider
sharing the confidential information with other companies, misuse of information if phone
stolen, rise in the

46 | P a g e
 number of cyber crimes and virus being installed on the phone.
 The willingness to use the services is very high if the problems are addressed.
 Majority of the respondents are aware and prefer using Paytm followed by Mobikwik. The
respondents prefer using Online Payment Systems for Recharge purpose followed by Online
Shopping and also for Food/Movie tickets.

LIMITATIONS

Sample size used for the study is small.

the limitations of the non random sampling technique are applicable to this study.
Consumer’s perceptions changes from time to time with the advancement in the
Technology.
The research studies only about the consumer’s preference towards Online Payment
System & not the merchant’s perception towards Online Payment System as it plays
an important role in carrying the business operations.

RECOMMENDATIONS

The future of mobile payments in INDIA depends largely on the payment bank license
which is to be provided by RBI so that the consumers will get confidence in using the
wallet services.
All the Mobile wallet providers need to meet the guidelines sitpulated by RBI, so as to
acquire payment bank license.
The awareness of the of Online Payment System providers is rising when compared
to the preference of usage of services, therefore the reasons for not using Online Payment
System can be found.
However, security concerns appear to be an important factor depressing the adoption
of mobile wallets for payments. Therefore the mobile wallet providers need to address
the security and privacy concerns of the users.
Mobile wallet providers can collabrate with the “Telcos” for better and fast network
connectivity

47 | P a g e
CHAPTER 5

48 | P a g e
 CONCLUSION

The study was accomplished to explore consumer awareness preference and willingness to
engage in using a smart phone to replace the content of their physical wallets. Specifically
the study explored awareness, usage, likelihood of using smart phones for completing the
monetary transactions. With the increased penetration of internet connectivity and smart
phones has led to an increase in the number of Online Payment System users. Online
Payment System is getting more and more trendier among the consumers.

As per the findings of the study, Online Payment System is getting popularity among the
young lots such as students and employees. Further the study also explored which Online
Payment System gateway services is preferred by the consumers. The study witnessed that
paytm is leading a mong the other wallet providers. When a user is making an online
payment via Online Payment System, the respondents are affected by various assorted
factors. The main influencing factors has been identified as time convenience, security,
loyalty/reward points and discount deals etc. Making payment through M- wallets can be a
great benefit to the users in terms of convenience, saving time and money. One of the prime
obstacle is security issues, due to which the users gets anxious about his or her confidential
information which may get disclosed. Therefore the Online Payment System providers need
to understand and meet or even exceed towards the users trust expectations. This includes not
only addressing security amd privacy concerns but also safeguarding the backup mechanism
if the phone is lost or stolen. The study mainly focused on Security, Necessity, Time and
satisfaction of the services used that affect the consumers perception toward Online
Payment Systems, the study witnessed that there is a significant association between the
perception and the above attributes.

49 | P a g e
CHAPTER 6

50 | P a g e
 BIBLOGRAPHY

 The Making of the Consumer: Knowledge, Power and Identity in the Modern World By
Frank Trentmann
 Advertising and the Mind of the Consumer: What Works, What Doesn't, and Why By
Max Sutherland

 Consumer Behavior Analysis: Behavioral Economics Meets the Marketplace By Foxall,

Gordon R.; Sigurdsson, Valdimar
 Understanding Consumer Decision Making: The Means-End Approach to Marketing and
Advertising Strategy
By Thomas J. Reynolds; Jerry C. Olson

Sanaz Zarrin Kafsh (2015), “Developing Consumer Adoption Model on Mobile

Wallet in Canada”, Ottawa, Canada.
Neeharika P et al, (2014), “A Novel Interoperable Mobile Wallet Model with
Capability Based Access Control Framework”, International Journal of Computer
Science and Mobile Computing, Vol.3 Issue 7, pg. 888.904

WEBSITE

https://paytm.com/
https://en.wikipedia.org/wiki/Paytm
https://simplicable.com/new/customer-preferences
https://iwantitnow.walkme.com/understanding-your-customer-preferences/
https://www.techopedia.com/definition/31599/mobilOnline Payment System
https://www.iprogrammer.com/what- is-a-mobilOnline Payment System-and-how-
does-it-work/
https://blog.mobikwik.com/index.php/about- us/
https://en.wikipedia.org/wiki/MobiKwik

51 | P a g e
CHAPTER 7

52 | P a g e
 Questionnaire

Q1. Are you aware regarding the functio nality of Online Payment System?

I. Fully aware
II. Partially aware
III. Not aware

Q2. Do you do online payment through Online Payment System?

I. yes
II. No

Q3. What preference of respondents do you make towards mode of payments?

I. Debit card
II. Credit card
III. Online Payment System
IV. Any other

Q4. If Online Payment System is your first preference, then why?

I. Time saving
II. Ease of use
III. Security

Q5. Which Online Payment System do you prefer most of the time?

I. Paytm
II. Freecharge
III. Mobikwik
IV. Google wallet

Q6. What is your purpose of using Online Payment System?

I. Money transfer
II. Recharge
III. Food/movie tickets
IV. Online shopping

Q7. How do you consider Online Payment System against other sort of payment methods?

I. Alternate choice
II. Substitute
III. Supportive instrument

Q8. How many times have you used the Online Payment System (per month)?

I. Only once
II. 5-10 times

53 | P a g e
III. More than 10 times

Q9. Were you using Online Payment System prior to demonetization?

I. Yes
II. No

Q10. How much you are satisfied with the usage of Online Payment System services

I. Very satisfied
II. Satisfied
III. Neutral
IV. Unsatisfied

Q11. Reduced frequency of traditional payment system due to Online Payment Systems

I. Yes
II. No

Q12. What are the obstacles you face while using Online Payment System?

I. Security of mobile payment

II. Too time consumption to set up
III. Involves danger of losing money
IV. Cannot be used for international transaction Q13. Would you want to continue using
Online Payment System?
I. Very likely
II. likely
III. Likely neutral
IV. Unlikely
V. Very unlikely

54 | P a g e