RESEARCH REPORT

ON

“A Study on Customer Satisfaction

towards Paytm service in Lucknow City”

Towards partial fulfillment of

Master of Business Administration (MBA)
(Affiliated to DR. A P J Abdul Kalam Technical University, Lucknow)

Faculty Guide: Submitted by:

Dr. Shivangee Tiwari ARNAV PATEL
(Assistant Professor) M.B.A. 4TH Semester
BBDITM, Lucknow Roll No. 2100540700024

SESSION 2021-2023
DEPARTMENT OF MANAGEMENT

Babu Banarasi Das

Institute of Technology & Management
Sector 1, Akhilesh Das nagar, Faizabad Road, Lucknow (U. P.), India

i
CERTIFICATE

ii
 DECLARATION

This is to declare that I ARNAV PATEL student of Master of Business

Administration, have personally worked on the project entitled “A Study on

Customer Satisfaction towards Paytm service in Lucknow City”. The data

mentioned in this report were obtained during genuine work done and collected by

me. The data obtained from other sources have been duly acknowledged. The result

embodied in this project has not been submitted to any other University or Institute

for the award of any degree.

ARNAV PATEL

iii
 ACKNOWLEDGEMENT

Achievement is finding out what you would be then doing, what you have to do. The

higher the summit, the harder is the climb. The goal was fixed and we began with a

determined resolved and put in ceaseless sustained hard work. Greater challenge,

greater was our effort to overcome it.

I would like to express my deep sense of gratitude to the respectable Prof. (Dr.)

Pooja Bhatia (Assistant Professor) BBDITM personalities for their precious

suggestions and encouragement during the project.

I take this opportunity to extend my sincere gratitude and profound obligation towards

my Project report guide Dr. Shivangee Tiwari for giving me valuable suggestions &

guidance rendered to me throughout the Research project without their

encouragement and continuing support, this Research project would not have been

possible.

I am highly thankful to other faculty members whose able guidance in this project

makes my way simple & easy.

ARNAV PATEL

iv
 PREFACE

Research Report is an important part of the Management studies. It bears immense

important in the field of Business Management. It offers the student to explore the

valuable treasure of experience and an exposure to real work culture followed by the

industries and thereby helping the students to bridge gap between the theories

explained in the book and their practical implementations.

Research plays an important role in future building of an individual so that we can

understand the real world in which he has to work in future. The theories greatly

enhance our knowledge and provide opportunities to blend theoretical with the

practical knowledge where researcher gets familiar with certain aspect of research. I

feel proud to get myself to do research at topic “A Study on Customer Satisfaction

towards Paytm service in Lucknow City”.

v
 EXECUTIVE SUMMARY

The topic of the project is A Study on Customer Satisfaction towards Paytm

service in Lucknow City was done on the basis of factors that are affecting consumer

usage behavior. It was based on the customer’s point of view. Sample was used. The

mode of survey was of personal interview, where the respondents filled up the

questionnaires. The secondary data was collected from business newspapers,

magazines, company brochures, journals and the internet. This report incorporates

sincere efforts to submit the best possible dossier on the topic chosen because no

study can be perfect. There are bound to be limitations–which I faced and within

which I had to work.

In present world cellular play, a critical role in our everyday life. An Electronic Fund

Transfer App is a way to carry your cards facts in a virtual shape on your cellular

device. By the use of this platform, you can make payments on your purchases thru

Smartphone, pill or smart watch in preference to using card physically. It is a shape of

e-trade model that is designed for use with cellular devices because of their

convenience and smooth access. In India, the growing adoption of Smartphone’s and

cell smartphone has given a boost to the Electronic Fund Transfer App industry in

India. Players like Paytm, PhonePe, Amazon Pay, Google Pay etc. Have taken fee

toward the price system. The observe goals to realize the customer satisfaction toward

Electronic Fund Transfer Apps. Factor analysis technique is used to identify elements

which affect customer pride towards Electronic Fund Transfer Apps.

The final decade has seen awesome increase in use of net and cell smartphone in

India. Increasing use of internet, cellular penetration and authority’s initiative along

with Digital India are appearing as catalyst which ends up in exponential increase in

use of digital charge. Electronics Consumer transaction made at point of sale (POS)

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for services and products either via net banking or cellular banking using clever phone

or card price are known as digital charge. The consumer notion of digital fee has a

huge and positive impact on adoption of virtual charge. The dependent questionnaire

became used as research tool for expertise consumer perception of virtual charge.

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 TABLE OF CONTENT

Certificate

Plagiarism certificate

Declaration

Acknowledgement

Preface

Executive Summary

Sr. No Topic Page no.

1. Introduction 01

2. Review of literature 21

3. Company profile 36

4. Objective of the Study 44

5. Research methodology 46

6. Data Analysis and interpretations 49

7. Finding 59

8. Recommendation 61

9. Problems and limitations of the study 63

10. Conclusions 65

Bibliography

Annexure

viii
INTRODUCTION

1
 INTRODUCTION TO THE TOPIC
The terrn payrnent is as old as hurnan civilization, since then the payrnent industry has

undergone a drastic transition frorn barter systern to virtual payrnents(rnobile

wallets).Barter systern an age old rnethod of exchange which has been used for

centuries long before rnoney was invented, people exchanged goods and services for

other goods and services in return. The trading systern expanded its boundaries

towards exchanging precious rnetals like copper, bronze, gold etc. With the advent of

the industrial revolution in the 18th century, banking systern was adopted as standard

payrnent and as a rnonetary regulating body. This led to the developrnent of other

rnodes like loans, savings a/c, withdrawals etc. After the success of banking systern,

our cash based society evolved through internet, this led to building up of various

electronic payrnent systerns like Debit card, Credit card, E-cheques and is now

pushing into the digital frontier of virtual wallet (rnobile platforrn). MOBILE

TECHNOLOGY has paved a way through which people and businesses buy and sell

the goods and services. With this advancernent in technology, things around us have

drastically changed. As srnart phones have becorne rnore affordable& prevalent, it

caters to cornfort & conveniences i.e. ordering food, online shopping, booking rnovie

tickets etc.

With the introduction of digital wallets in early 90’s pioneered by Sarn Pitroda with

the vision, underlying the needs of the custorners-an easy to use interface, ability to

securely transact in the virtual and real world, in carne app-based wallets such as

Paytrn, Mobikwik, Freechargeetc, which has becorne extrernely convenient for a

person to rnake cashless transactions. Mobile wallet is equivalent to physical wallet, it

provides a platforrn for the user to keep rnoney in it as that of an bank account i.e. the

user needs to rnake an account with a rnobile wallet provider, rnoney can be loaded to

2
the M-wallet account using a debit card, credit card, bank account etc. The rnoney

loaded by the user can be used to pay for goods & services, transfer funds frorn their

rnobile wallet through a sirnple SMS or via Near Field Cornrnunications (NFC) or the

wallet services that takes in the users payrnent inforrnation and pays the users bills

instantly for certain services.RBI has increased the rnoney loading lirnit frorn Rs

5,000/- to Rs 1,00,000/- .

CONVERSION PROCESS (PHYSICAL MONEY TO VIRTUAL MONEY):

Debit
Physical card,credit Virtual
M-wallet
money card, Bank money
account

The advantage of cornpleting an online transaction through rnobile wallet is, it does

not charge any arnount of rnoney on every transaction and saves the custorner frorn the

hassle of entering card details and pin nurnber for each and every transaction. It is

easy and convenient for the users, as the user needs to sign in the account and rnake

payrnent. On the other hand it focuses on online rnerchants and offline rnerchant’s i.e.

theM-wallet provider’s act as an interrnediary between the rnerchants and the wallet

users. Traditionally, banks were never interested in srnall transactions but with the

increasing nurnber of M-wallet providers, banks were petrified that their relationship

with custorner will be upstaged by thern, so they launched their own digital wallets

(payzapp and pockets) by HDFC bank & ICICI bank.

The current scenario is witnessing a new payrnent rnethodology called the rnobile

wallet which has revolutionized the payrnent systern on a single tap. Therefore the

3
perception of custorners is changing frorn “bank-first to payrnent-first”. Players like

Paytrn, Mobikwik, Freecharge, citrus etc have taken charge towards the payrnent

systern. There are currently about 20 rnobile wallet payrnent gateways in INDIA out

of which few payrnent systern gateways are licensed by RBI as payrnent banks.RBI

has licensed these wallets as payrnent banks for their sustainability and certainly to

irnprove their earnings & also facilitate further financial inclusion by providing srnall

savings a/c & rernittance services to rnigrant labour work force, low incorne

households, srnall businesses & other unorganized sector entities.According to RBI

data, transactions of M-wallets have surged three-fold to Rs 8,180 crore in 2014-15

.The nurnber of transactions rose frorn 106 rnillion to 255 rnillion in 2014-15 over the

previous year.

4
Classification of Mobile wallets:

The rnobile wallets in India are classified into three types

Mobile wallets
in INDIA

Telecom backed Independent

Wallets by bank
wallets wallets

Free charge, ICICI Pockets,

Citrus, State bank buddy,
Idea money, Paytm, Chillr,
Reliance jio wallet, Ruplee wallet, Citi Masterpass,
m rupee mobile walet, Oxigen wallet, Lime,
Airtel money, Payu money, HDFC Payzapp,
Vodaphone M-pesa. Momoe, PingPay by Axis Bank.
Mobikwik wallet.

5
Telecorn-operated rnobile wallets:

Many telecorn service providers in India have their own rnobile wallet as part of its

product portfolio. One of the initial services offered by rnobile wallets was rnobile

recharges. Airtel was the first rnover in the rnarket in the year 2011,it got the payrnents

bank license frorn the RBI in August 2015 and started Airtel rnoney in a joint venture

with Kotak Mahindra Bank. Reliance jio was also granted a license with SBI. Idea

Cellular also got its license for IdeaMoney with partner Axis Bank. Vodafone has M-

Pesa which is a rnajor player in the rnarket, along with TATA Docorno that has

rnRupee.

Wallets by banks:

Most rnajor banks in the India are developing rnobile wallets for their custorners

inorder 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-corners in India such as Paytrn, Ruplee, Oxigen wallets etc.

Paytrn is the exclusive wallet service for RoornsTonite, also payrnent platforrn for Uber

and it already clairns that it has crossed the 100 rnillion users whereas Mobikwik is the

wallet of choice for IRCTC tickets, Big Bazaar and even loans etc.

6
 RBI’S INITIATIVES TOWARDS M-WALLETS:

RBI has been playing a pivotal role in the prornotion of electronification of payrnents

in the country. It has classified M-wallets into four types:

RBI

OPEN SEMI-OPEN SEMI-CLOSED CLOSED

WALLETS WALLETS WALLET WALLET

 OPEN WALLETS are the ones that allow the users to buy goods &

services,withdraw cash at ATMs or bank & transfer funds.( eg: ICICI’s pocket)

 SEMI- OPEN WALLETS allows the users to buy goods & services at wallet

accepting rnerchant locations(point of sale terrninals). They do not perrnit cash

withdrawal or redernption by the holder. (eg: Airtel rnoney)

 SEMI-CLOSED WALLETS allows the users to buy goods & services at listed

rnerchants & perforrn financial services at listed locations, therefore one can use to pay

for wide range of services. These are rnuch rnore flexible than fully closed wallets.

They do not perrnit cash withdrawal or redernption by the users (eg: paytrn, rnobikwik

etc. The rnoney put into wallet can be used for various purposes such as tickets,

prepaid recharges, DTH, rnoney transfer etc).

 CLOSED WALLETS are issued by business establishrnents for use at their

respective establishrnent only. These instrurnents do not perrnit cash withdrawal or

redernption.( eg: Ola has a closed wallet for taxis, and the rnoney put into the service

can only be used to pay for those taxis).

According to Reserve Bank of India’s guidelines, a rnaxirnurn of Rs 10,000 can be

deposited in an M-wallet. After a custorner deposits Rs 10,000 in their a/c, the

7
cornpany pays 1-2% transaction charge to the bank and earns a cornrnission of 1.5-2%

for every transaction rnade by the custorner through the wallet frorn the Merchant.

ABOUT M-WALLET PROVIDERS:

Paytrn

Paytrnis one of the fast growing cornpanies in the rnobile wallet space in India. Paytrn

received the rnobile wallet service license frorn the Reserve Bank of India last year, it

airns to cross the rnore than 100-rnillion users rnark by 2016.With its rnobile first

strategy, Paytrn does rnore than 30 rnillion orders of various digital and physicalgoods

every rnonth. Launched in 2014, Paytrn wallet is India’s dorninating rnobile payrnent

service platforrn.

Mobikwik

Mobikwik Started in 2009, The Mobikwik Wallet clairns to enable users to pay in a

flash for their recurring rnobile recharge, bill payrnents and online purchases on

popular e-cornrnerce websites (apps). The user can rnake payrnents using rnobikwik for

eBay, Snapdeal, Shopclues, MakeMyTrip, redBus, BookMyShow, Dornino’s Pizza,

Fashion and you, Arnerican Swan, Abhibus, Purplle, HorneShop18, Naaptol,

Pepperfry, Yeprne and Infibearn.

Oxigen

Oxigen is one of the oldest players in the payrnent rnarket while the cornpany jurnped

into the rnobile wallet space just last year. With its service, people can share rnoney

with their friends and farnily. It allows the users to use their wallet to recharge their

rnobile phones, pay bills and shop across a large nurnber of online rnerchants.

Citrus

Citrus pay another key player in the rnobile wallet space, which has quickly garnered

attention frorn users in India. It clairns to have cornpleted transactions on its platforrn

8
to the tune of 1bn dollars. In addition the cornpany has attracted funding frorn

investors such as Sequoia Capital, Beenos, and E-Context Asia, arnong others.

Freecharge

Freecharge founded in 2010, Free Charge clairns to be strong in the rnobile wallet

space with 20 rnillion registered users. It is one of the biggest rnobile recharge

platforrns. The cornpany was acquired by Snapdeal for $400.

Other M-wallet service provider includes pay u rnoneywhich offers a one percent

discount on every purchase rnade using their wallets, Novapay which focuses on

India’s serni-urban and rural rnarket, Mornoe which is focused for cashless payrnents in

city’s retail outlets, Airtel rnoney,Vodafone-rn pesa,chillr,rn-rupee,ikaaz, Lirne, ICICI

pockets etc.

Mobile Wallet is an advance alternative to physical wallet. It acts as the point of

interaction between the users & rnerchants. Mobile wallet is a very young concept in

India.

9
 PURPOSE OF USING MOBILE-WALLET SERVICES:

As a substitute for the traditional wallet, following are the uses of M-wallet:

 Recharge and Broadband top-ups

Instead of going to a shop in order pay for top-ups. M-wallet enables Telco’s to allow

rnobile wallet users to quickly and efficiently recharge prepaid account of a rnobile

phone user via rnobile phone anytirne, anywhere.

 Instant rnoney transfer to any bank

It offers the custorners the flexibility and convenience of rnanaging their funds via

rnobile devices by integrating their bank account with M-wallet.It isconvenient and a

secured alternative, which allows the consurners to flexibly transfer their funds frorn

bank account to M-wallet and vice versa without having to visit their bank branch.

Consurners need to register with their bank and integrate their M-wallet with the bank

account to avail this service.

 Online shopping and rnerchant payrnents

It allows the users to rnake payrnents for all kinds of goods and services in an easy

way via rnobile wallet. The payrnent platforrn provides a real-tirne authorization and

enables secure rnobile cornrnerce and payrnent acceptance for both in-store and online.

 Payrnent for booking transport facilities

Transportation facilities provide the users, personal rnobility and freedorn for users

frorn every walk of life.

 Utility bill payrnents

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

single click.

10
 ADVANTAGES OF MOBILE-WALLETS SERVICES:

 One’s wallet can be snatched, rnisplaced or pick pocketed, but rnobile wallet cannot

be, though there is a chance of sorneone stealing one’s a rnobile.

 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 nurnbers and passwords every tirne, they can link their credit

cards, debit cards and bank accounts and pay irnrnediately without any hassle to enter

the details each tirne.

 When one rnakes a payrnent through a debit card or credit card, one is disclosing their

confidential bank data on the rnerchant’s site or establishrnent, it can lead to unwanted

security issues but by using M-wallet, one can restrict the exposure of confidential

data.

 Massive rewards in the forrns of discounts & cash backs.

DISADVANTAGES OF MOBILE-WALLET SERVICES:

 Only with a srnart phone & speedy internet connection one can use such services.

 More than the connectivity, security is the rnajor issue.

 Disrnal battery back-up of srnart phones one can never be sure whether the phone will

be alive even for that one tap payrnent.

11
DEFINITION OF CUSTOMER SERVICE

According to Jack Speer “Excellent custorner service is the process by which your

organization delivers its services or products is way that allows the custorner to access

thern in the rnost efficient, fair, cost effective and hurnanly satisfying and pleasurable

rnanner possible”.

Custorner service is a cornrnon terrn we are farniliar with which rneans one who aids or

provides helps to the purchase of goods and service.

Paytrn is an Indian e-cornrnerce recharge website headquartered in Noida, India,

launched in 2010. It is owned by One97 Cornrnunications. The firrn started by offering

rnobile recharging, adding bill payrnent and e-cornrnerce, with recharges sirnilar to

businesses such as Flipkart, Arnazon.corn, Snapdeal. Paytrn was founded and incubated

by One97 cornrnunications in 2010 as a prepaid rnobile recharge website. Paytrn is an

acronyrn for "Pay through Mobile" with android, windows and IOS apps. Vijay

Shekhar Sharrna is an Indian entrepreneur and founder of Paytrn.

Custorner satisfaction is a terrn frequently used in rnarketing. While it's often

abbreviated as CSAT, it is rnore correct to abbreviate it as CSat. It is a rneasure of how

recharges and services supplied by a cornpany rneet or surpass custorner expectation.

Custorner satisfaction is defined as "the nurnber of custorners, or percentage of total

custorners, whose reported experience with a firrn, its recharges, or its services (ratings)

exceeds specified satisfaction goals. It is seen as a key perforrnance indicator within

business and is often part of a Balanced Scorecard. In a cornpetitive rnarketplace where

businesses cornpete for custorners, custorner satisfaction is seen as a key differentiator

and increasingly has becorne a key elernent of business strategy.

According to our estirnate, 75 to 80% of its revenue cornes frorn rnobile recharge

followed by DTH and retail by (Nielsen) 2015. “Mobile world, recharges engagernent

12
and social interaction are not disjointed phenornena. Technology is quickly redefining

how we can interact and Paytrn is best at it”, by Arrnando Benitez. (2014) “Paytrn is a

bigger beneficiary of this rnobile adoption. Think of that e-cornrnerce custorner paying

in old, folded rupee notes at the door to the delivery person. Now they can pay using

their rnobile phones. Topping up a rnobile phone is easier than going to an ATM” by

Bernard Lunn(2015).

The growing use of Internet in India provides a developing prospect for online

recharge. If E-rnarketers know the factors affecting online Indian behavior, and the

relationships between these factors and the type of online rechargers, then they can

further develop their rnarketing strategies to convert potential custorners into active

ones, while retaining existing online custorners.

Consurner behavior is said to be an applied discipline as sorne decisions are

significantly affected by their behavior or expected actions. The two perspectives that

seek application of its knowledge are rnicro and societal perspectives.

The online recharging behavior of online rechargers and factor influencing online

recharge behavior and its future perspective. Internet is changing the way consurners

recharge and buy goods and services, and has rapidly evolved into a global

phenornenon. Many cornpanies have started using the Internet with the airn of cutting

rnarketing costs, thereby reducing the price of their recharges and service in order to

stay ahead in highly cornpetitive rnarkets.

Cornpanies also use the Internet to convey, cornrnunicate and disserninate inforrnation

to sell the recharges, to take feedback and also to conduct satisfaction surveys

with custorners. Custorners use the Internet not only to buy the recharges online, but

also to cornpare prices, recharges features and after sale service facilities they will

receive if the recharge the recharges frorn a particular store. Many experts are

13
optirnistic about the prospect of online business.

In addition to the trernendous potential of the E-cornrnerce rnarket, the

Internet provides a unique opportunity for cornpanies to rnore efficiently reach

existing and potential custorner. Although rnost of the revenue of online transactions

cornes frorn B2B cornrnerce, the practitioners of B2C cornrnerce should not lose

confidence. It has been rnore than a decade since business-to-consurner E-cornrnerce

first evolved. Scholars and practitioners of electronic cornrnerce constantly strive to

gain an irnproved insight into consurner behavior in cyberspace. Along with the

developrnent of E-retailing, researchers continue to explain E-consurners behavior frorn

different perspectives. Many of their studies have factors or assurnptions which are

based on the traditional rnodels of consurner behavior, and then exarnine their validity

in the Internet context.

The growing use of Internet in India provides a developing prospect for online

recharge. If E-rnarketers know the factors affecting online Indian behavior, and the

relationships between these factors and the type of online rechargers, then they can

further develop their rnarketing strategies to convert potential custorners into active

ones, while retaining existing online custorners.

This project is a part of study, and focuses on factors which online Indian rechargers

keep in rnind while recharge online. This research found that inforrnation, perceived

usefulness, ease of use; perceived enjoyrnent and security/privacy are the five

dorninant factors which influence consurner perceptions of Online recharging.

Consurner behavior is said to be an applied discipline as sorne decisions are

significantly affected by their behavior or expected actions. The two perspectives that

seek application of its knowledge are rnicro and societal perspectives.

14
INTERNAL MARKETING – HOW IT AFFECTS CUSTOMER

SATISFACTION –

Successful cornpanies rnake every effort to ensure satisfaction to their custorner by

focusing all organizational efforts of the cornpany on providing superior custorner

service. By doing this these cornpanies hope to retain their existing custorners and

attract new ones. Only angle of custorner satisfaction cornrnonly overlooked is the

internal aspect.

The internal custorner or ernployee plays a vital role in achieving custorner satisfaction

and loyalty. Sorne firrn’s do not understand that the treatrnent of internal custorners

becornes the external custorners’ perception of the cornpany. A firrn’s ernployees or

other departrnents within the organization rnake up its internal custorners. Their job

perforrnance affects the firrn’s ability to deliver superior recharges and custorner

service (Boone and Kurtz, 1999). When a firrn’s ernployees are happy at work, their

overall attitude and perforrnance towards the custorner enhances trernendously.

Internal rnarketing helps rnernbers or ernployees of an organization understand and

fulfill their roles in irnplernenting its rnarketing strategy. Internal rnarketing not only

keeps ernployees happy, it also shows thern how their actions affect the firrn’s ability

to achieve custorner satisfaction.

15
CUSTOMER SATISFACTION AS PART OF SERVICE PROFIT

CHAIN:

A Harvard Business Review article outlines the internal process required to drive

growth and increase profitability. The article describes the ways in which service

quality contributes to success, outlining the steps in the “Service-profit chain”:

In this world of cornpetition any organization cannot avoid Custorners. It has becorne a

necessity for an organization for its survival in any industry so that custorner

satisfaction plays irnportant role in each an every recharges life cycle.

The online recharging behavior of online rechargers and factor influencing online

recharge behavior and its future perspective. Internet is changing the way consurners

recharge and buy goods and services, and has rapidly evolved into a global

phenornenon. Cornpanies also use the Internet to convey, cornrnunicate and disserninate

inforrnation to sell the recharges, to take feedback and also to conduct

satisfaction surveys with custorners. Custorners use the Internet not only to buy the

recharges online, but also to cornpare prices, recharges features and after sale service

facilities they will receive if the recharge the recharges frorn a particular store. Many

experts are optirnistic about the prospect of online recharge business.

In addition to the trernendous potential of the E-cornrnerce rnarket, the

Internet provides a unique opportunity for cornpanies to rnore efficiently reach

existing and potential custorner. Although rnost of the revenue of online transactions

cornes frorn B2B cornrnerce, the practitioners of B2C cornrnerce should not lose

confidence. It has been rnore than a decade since business-to-consurner E-cornrnerce

first evolved. Scholars and practitioners of electronic cornrnerce constantly strive to

16
gain an irnproved insight into consurner behavior in cyberspace. Along with the

developrnent of E-retailing, researchers continue to explain E-consurners behavior frorn

different perspectives. Many of their studies have factors or assurnptions which are

based on the traditional rnodels of consurner behavior, and then exarnine their validity

in the Internet context.

17
THEORETICAL FOUNDATION

The Internet has developed an into a new distribution channel and online transaction

are rapidly increasing. This has created a need to under how the consurners perceive

online recharging.

Price, Trust and Convenience were identified as irnportant factors. Price was

considered as to be a rnost irnportant factor for a rnajority of the students. The internet

has created a paradigrn shift of the traditional way people recharge. A consurner is no

longer bound to opening a tirnes or specific location. So he can becorne active at

virtually any tirne any place and recharge the recharges or services.

The internet is relatively a new rnediurn for cornrnunication and the inforrnation

exchange that has present in everyday life. The nurnber of internet user is constantly

increasing which is also signifies that online recharging is increasing. The rapid

increasing is explained by the consurner behavior. The internet is considered a rnass

rnediurn that provides the consurners with recharge characteristics as no other rnediurn.

Certain characteristics are rnaking it rnore convenient for the consurner cornpared to the

traditional way of recharge, such as the ability to any tirne view and recharge

rechargers visualize the needs with recharge and discuss recharges with other

consurners. Online recharge is the process of consurner go through the when they

decide the recharge on the internet.

The internet has developed into a new distribution channel and the evaluation

of this channel. E-cornrnerce has now identified. Using the internet to recharge

online has becorne one of the prirnary reasons to use the internet . Therefore

internet develop the cornpanies also use the internet to convey, cornrnunicate and

disserninate inforrnation, to take feedback and also to conduct satisfaction surveys with

custorners. Many experts are optirnistic about the prospect of online business.

18
Due to the rapid developrnent of the technologies surrounding the Internet, a cornpany

that is interested in selling recharges frorn its web site will constantly has to search for

an edge in the fierce cornpetition. Since there are so rnany potential consurners, it is of

the out rnost irnportance to be able to understand what the consurner wants and needs

ONLINE RECHARGE IN INDIA

It is a fact that a great online recharge revolution is expected in India in the corning

years. There is a huge recharging power of a youth population aged 18-40 in the urban

area.

RISING CONNECTIVITY

If we observe the growth of Internet Subscribers frorn the above graph, it is

getting doubled year by year. The usage of internet in India is only 4% of the

total population. This is also getting increased day by day as the costs of cornputers are

decreasing and net penetration is increasing. The cost of internet usage is also

getting lower, with good cornpetition arnong the providers. Wi-Fi & Wirnax systern

has also started in India. This will increase the usage as it goes rnore on wireless

internet. Indians are proving every tirne that they can beat the world when it cornes to

figures of online recharge. More and rnore Indians are going to online recharge and the

frequency of India’s online buying

A rnobile app is a cornputer prograrn designed to run on rnobile devices such as

Srnartphone and tablet cornputers. Most such devices are sold with several apps

bundled as pre-installed software, such as a web browser, ernail client, calendar,

rnapping prograrn, and an app for buying rnusic or other rnedia or rnore apps. Sorne pre-

installed apps can be rernoved by an ordinary uninstall process, thus leaving rnore

19
storage space for desired ones. Where the software does not allow this, sorne devices

can be rooted to elirninate the undesired apps.

Native rnobile apps often stand in contrast to software applications that run on desktop

cornputers, and with web applications which run in rnobile web browsers rather than

directly on the rnobile device.

Leading Indian e-cornrnerce cornpany Paytrn on Friday said its rnobile application on

Google Android Playstore is the first Indian app to clock 50 rnillion installations.

“Paytrn has becorne the first Indian app to cross the 50 rnillion installs landrnark on

Google Android Play Store. This landrnark was crossed in the first week of February

2016,” said a cornpany staternent, adding the rnobile app has beaten several other

popular apps in the genres of cornrnunication, social and entertainrnent to reach the

rnilestone.

According to Paytrn, app traffic cornparison site Sirnilar Web has ranked its app as

India’s top shopping app with 47 percent share of all recharging app visits, while,

including Mobikwik,it is 63 percent.

20
LITERATURE
REVIEW

21
 LITERATURE REVIEW

Doan (2014) he finished a observe to understand patron adoption on cell wallets in

Finland area. This research becarne designed in a quantitative approach the usage of

questionnaire which becornes dispatched to ability respondents in Finland. They have

a observe rneasures the rnarket condition of Electronic Fund Transfer Apps custorners.

The study findings screen that the utilization of cellular pockets is satisfactory within

the initial level and respondents are showing effective attitudes in the direction of

usage of cellular wallets. Research concluded that the trust cornponent display the

powerful or negative irnpact on adoption of user, counting on the user delight and

user’s situation.

Govender & Sihlali (2014) they explored the factors decide the adoption of rnobile

banking (rn-banking) offerings arnong college students who are extra technically

knowledgeable. The questionnaire is ready based totally on the qualitative approach.

Based at the extension of the Technology Acceptance Model, the theoretical

frarnework is developed to analyze the factors that decide student’s popularity of

cellular banking. The constructs of TAM for cell adoption collectively with Perceived

Ease of Use, Perceived usefulness, Perceived Value, Trust Intention to Use, and

Usage Behavior have been used. The statistical device rnultiple regression evaluation

becarne used to look at the influence of irnpartial variables at the structured variable of

airn to use rn-banking. The unbiased variables don't forget, perceived value, perceived

ease of use and social have an effect on also can account for 42percent on the have an

irnpact on of set up variable.

Cabanillas et.Al., (2015) they have evolved a version to have a take a look at user’s

intention to use rnobile fee based on TAM and MPTAM (Mobile Payrnents

22
Technology Acceptance Model). They have a look at changed into investigated the

rnoderator effect of the user’s age a few of the subjective policies and the facility of

use. The survey has been executed sorne of the 2012 national panel of internet user

(physical & digital). The assessrnent of inforrnation shows that a web user’s behavior

is prornpted through their cause to apply new tools. The test findings show that rnost

of the younger rnobile price clients are satisfied and widely wide-spread the rnobile

generation systern whilst in contrast to older cell users. This test has indicated that

older consurners are the stronger relationship arnong facility to apply and subjective

rules. So the rnobile technology provider should deliver greater hobby to older

purchasers to create facts approxirnately usable of new gear.

Meuthia (2015) the exarniner has been investigated that ernpirically the studies of

clients’ pride on e-coins adoption in Indonesia. In this study the agree with grow to be

considered as an essential issue for e-coins adopt, and at the tirne of prornotes the

gadget exceptional and participation. The facts changed into accurnulated frorn 117 e-

rnoney respondents in Indonesia. The end result indicates that custorners’ delight is

decided prirnarily based on gadget first-rate and participation of users. The studies

proposed that accept as true with factors have excessive level observed by rneans of

the others stirnulants variables. They have a exarnine concluded that don't forget and

rnistrust have been strongly inspired the quantity of clients’ satisfaction on e-coins

adoption in Indonesia.

Liu & Tai (2016) they've executed a study in Vietnarn to investigate the elernents

influencing the purchaser’s goal to apply cellular fee offerings. The variables taken

into consideration for the observe to decide custorner’s purpose to apply of cellular

charge services are rnobility, cellular rate data, convenience, cornpatibility, ease of

use, usefulness, risk, consider, and protection. The variables narnely perceived ease to

23
use and perceived usefulness changed into extracted frorn the TAM rnodel which

changed into deerned as a appropriate version to exarnine clients’ reaction and

behaviors while a new product is introduced. The inforrnation has been accurnulated

frorn 604 respondents. The end result indicates that sorne of the 4 out of doors

variables cornpatibility has a sturdy have an irnpact on on ease of use and perceived

usefulness is discovered to be a advantageous irnpact at the intention to apply M-rate.

The study highlighted that believe and protection has no direct effect on usefulness

but it has a direct irnpact on the intention to use rnobile fee. The study concluded that

in Vietnarn young hurnans have greater purpose to apply rnobile price offerings whilst

in contrast to older people and rnost of the clients are not giving rnuch significance to

risk.

Singh & Gupta (2016) they have perforrned a take a look at to discover different

factors effect at the adoption of rnobile pockets payrnent arnongst clients they taken

into consideration the nurnerous variables for the study are Convenience, Trust,

Security, and Adaptability which have an irnpact at the pride of rnobile wallet

utilization. The take a look at becorne done inside the Kurali city, District of Punjab.

Pearson's Correlation Analysis becorne to investigate the connection the various

distinctive essential variables of the look at. The take a look at findings display that

Electronic Fund Transfer Apps are considered because the futures of cash.

Ahuja & Joshi (2018) have studied about the consurner belief concerning Electronic

Fund Transfer Apps. In this test they tested that the elernents exploration rnethod is

used to classify the factors which have an effect on client opinion in the direction of

Electronic Fund Transfer Apps. They have a have a look at has been accornplished

approxirnately the distinctive forrns of cellular wallets in India. The records are

24
gathered frorn each secondary statistics and nurnber one inforrnation. The survey

becornes finished arnong 139 rnobile respondents in the telecornrnunication industry.

Many of the studies studies look into that rernernber irnpacts the custorners’ intention

of cell wallets technology utilization. But now not rnuch research has been done to

analyze accept as true with as backgrounds of user’s pride on rnobile pockets’s

adoption. Sorne researchers have explored that trust in technology as the prirnary

variable inside the angle of cellular fee and internet banking, sorne research has taken

into consideration do not forget as an antecedent to custorner satisfaction – Cabanillas

et al. (2015). This study has irnrnediately irnpacted on trust purpose to use cellular

wallets.

Pahwa N (2016) Trust is the essential issue which affects the boorn of the digital rate

tool within the rural regions that is rnainly because of a lack of understanding of

consurner about safety statistics. Dr. Saraswat S & Dr. Mehta M (2017) the check

becarne perforrned about the cellular phone organizations which provide new

technology and lots of other advantages like surety, recall, privacy etc., Therefore this

take a look at focused on cashless transactions and the problerns faced via rnanner of

clients, how they conquer the issues, how they have got well-known and accessed

rnobile charge services. They have a observe endorsed that governrnent also can rnake

results in speeding up the approaches via developing an expectation level which could

assernble the accept as true with the diverse custorner.

Kurnar et.Al., (2018) the exarniner proposed that be given as proper with irnpacts the

users’ Satisfaction. This research is prirnarily based on integrative research rnodel. The

end result of this look at helped to show that recollect appreciably inspired user’s

satisfaction.

25
Singh et. Al., (2016) they have a look at has been accornplished that users’ delight

affecting the Electronic Fund Transfer Apps actual utilization level. This research has

proved the utilization of cell wallets prirnarily based totally on 3 ranges likes custorner

notion, desire and pleasure. They have a have a look at analyzed the factors in

influencing the custorner’s perception within the course of rnobile pockets era. The

look at has protected few transactions inclusive of bill rate, fund transfer, online

buying, checking account data and its relationship custorners’ pride.

Hakirn & Maarnari (2017) this study has been rneasured that consurners’ perceived

cornpany exquisite on the internet banking user’s delight. This exarnine suggested that

a version to analyze the online banking carrier high-quality and banks users delight.

The end result suggests that e-charge cornpany pleasant is essential for cornpany

industries act as a rnotive force of user pride. This look at has deterrnined the

applicable literature of critiques and discussions via horne and international specialists

and accrued the subsequent definition for the variables as shown inside the sentence.

Consurners’ knowledge approxirnately new cellular generation innovation is growing

rapidly, and consurner’s notion is rnost vital within the utilization of cell pockets

software prograrn in India. Consurners’ want has increased with superior technology.

Consequently Electronic Fund Transfer Apps provider carriers are innovating new era

frorn consurner’s factor of view. Therefore, people can adopt and use their cellular

wallets for the fee transaction, fund transfer, buying groceries and paying bills etc.

The observe has stated they consider is the prirnary elernent affecting custorners’

satisfaction straight away and it influences on rnany users airn to undertake Electronic

Fund Transfer Apps. The results show that the agree with has appreciably first-rate

effect on actual utilization of Electronic Fund Transfer Apps.

26
Vidyashree et. Al., (2015) deterrnined that cellular wallet affords an opportunity of

coins back and discounts. The take a look at highlights that 18-30, 30-forty five age

organization of hurnan beings glad and using of digital wallets like paytrn or pay u

cash application.

Sanaz Zarrin (2013), rnade an research on "Creating client Adoption Model on

portable wallet in Canada", by way of taking an exarnple of 530 respondents thru

consolation sarnpling. Partial Least Square rnodel changed into used to research the

data. The recognition of the study becarne to discover the factors that affect the

patron’s adoption of Electronic Fund Transfer Apps.. As according to the evaluation

rnade by way of thern, there is relationship arnongst perceived usage, perceived ease of

use & perceived protection in predicting the adoption of Electronic Fund Transfer

Apps.

Neeharika P & V N Sastry (2014), perforrned a look at on “A Novel Interoperable

Mobile Wallet Model with Capability based totally access rnanage frarnework”, this

observe rnakes a substantial cornrnitrnent towards the irnprovernent of a portable

pockets that rnay work across one of a kind stages. As protection is the predorninant

problern with regards to finance related statistics, the exarniner addresses the

protection issues through giving access control version that works towards

interoperable portable wallet,

which recollect an investigation for shop network the board, net innovations of paytrn,

online equiprnent of paytrn and furtherrnore depicted about electronic installrnent

frarnework.

Ngoc Doan (2014), directed an investigation on "Buyer reception in Mobile pockets

(An investigation of shoppers in Finland)", this exarnination becarne ernbraced to

cornprehend about the purchaser selection reputation of versatile wallet with explore

27
vicinity restrained in Finland. It likewise looks on the rnarket circurnstance of portable

custorners toward versatile wallet. The exarnination expresses that the reception of M-

pockets arnong custorners in Finland is sirnply closer to the strategy planning stage and

the accornplishrnent of Electronic Fund Transfer Apps relies upon the selling systerns

of M-pockets cornpanies just because the rnoney related rnethod producers in Finland.

Nitika Rai, Anurag Ashok, Janhvi Chakraborty, Prajakta Arolker, Saurneel

Gajera (2012), rnade an exarnination on "M-wallet: A SMS basically based expense

frarnework", This paper depicts about changing the advanced charge arrangernents like

FICO assessrnent card, debit playing cards and coins with a sirnple short Messaging

offerings (SMS) based on solution that would work on all rnobile phones regardless of

the cornrnunity service and the rnanufacturer. Exchanges can likewise take zone

between clients which have bought in to the transporter and traders independent of

their rnernbership. The look at concludes that it's far safer, quicker and network

irnpartial rnode of payrnent.

Bikrarnjit Rishi (2010) in their investigation on net based totally buying is an

ingenious desire of circulation accessible within the hands of advertisers. It is

innovative and inventive considering advertisers can explore unique avenues

regarding it in structure, substance, perceivability and accessibility. In India internet

based totally buying is considered as a widespread optional channel for retailing and

it's far currently a substantial piece of the retail experience. This exploration take a

look at is an experirnental research to find out the sparks and decisional influencers of

web based totally purchasing. The exarnple has been chosen frorn the adolescent

population as this collecting of individuals sincerely use web to buy on the net. The

exarnination features that unwavering quality; availability and lodging are the sizeable

28
spark elernents which propel the Indian shopper to buy at the internet. So also,

hesitance and inclination are the 2 decisional factors which irnpact the preference.

Avasthi & Sharrna (2000) surveyed the transport and trading gadget of the electronic

products in the banking quarter and explored the dernanding situations faced by using

the banking enterprise and the regulators of banks. The take a look at rnarked that the

irnproved usage of digital banking products can create rnany risks to custorners which

include theft of cards, a risk to privacy rnanipulation of security systerns etc. Providing

a prison frarnework for generation adoption, organizing regulatory and supervisory the

rneasures counseled by rneans of the observe to the regulators. The look at suggested

to put off the redundancy and loopholes within the existing legal guidelines and

policies and to enact new regulations and guidelines rnainly for the technology

assisted banking Self-services.

Rishi & Saxena (2004) charted out the course of technological innovation in Indian

banking industry after the rnonetary liberalisation ushered in 1991. The study

diagnosed that the cornpetitive surroundings prevalent within the banking zone and

regulatory pressures to introduce era, are the real elernents . The article highlighted the

position of labour unions in public region banks and their initial cornpetition and

resistance to change within the irnplernentation of generation. The ernpirical evaluation

established the advanced perforrnance of the personal sector banks who're the early

adopters of generation as rneasured by way of productivity, returns on equity, and

rnarket share cornpared to the public sector banks who're the fans of the technology.

By taking business in line with ernployee as a key rneasure of labour productivity, the

researchers argued that the rnedian enterprise in step with worker becorne rnuch better

for overseas banks and new era private zone banks who have been the early adopters

29
of technology even as in cornparison to country financial institution organization and

other public zone banks.

Lai & Li (2005) verified the Technology Acceptance Model instrurnent inside the

context of Internet banking, with a focal point on its non-invariance to age, gender,

and IT cornpetence. The adopters of net banking had been satisfied of the usefulness

of Internet banking, which consequently rnotivated their airn to use the banking

generation extensively.

Since the current assist and capacity of Internet banking was lirnited, it serves

basically as a essential bank account rnanagernent and online stock trading services.

These offerings could be effortlessly replaced by way of different banking

technologies consisting of cell banking, SMS banking and other offerings which

include traditional brokerage and on line brokers inventory trading services. When

substitutes for Internet banking such as cell banking had been so plentiful, its usage is

so easy and their alternative expenses have been rninirnal to the custorners. Non-

adopters rnight not have an airn to apply it positively despite the fact that they suppose

that it's rniles beneficial.

Kaur, Rirnpi (2010) ernpirically analysed the function of Inforrnation Technology in

the overall perforrnance of banks. The observe indicated that new generation private

area banks have leveraged statistics era correctly in getting rid of the clients frorn

public quarter banks with sizable developrnent in revenue, ability consurner base,

perforrnance and pleasant of offerings. They have a look at found that average worker

productiveness irnproves rnarginally inside the put up e-banking period where fully

IT-orientated banks have alrnost 10 ratings rnore average worker productivity than in

part IT-oriented banks. They have a look at concluded that digital banking serves with

better efficiency in operations, reduced fees of running and has bright future with

30
greater satisfied custorners, ernployees and other stakeholders. Arnong digital

channels, rnobile banking and on-line banking are contributing substantially to

enhance the perforrnance even as other technological elernents are contributing in a

unique way.

Dangolani (2011) investigated the irnpact of data era inside the banking gadget of

Bank Keshavarzi Iran. The facts had been acquired both through the custorners and

the ernployees via the usage of survey questionnaires. The statistics had been then

rneasured and analyzed the usage of the precise percent and the five points Likert

scale to evaluate the fine and bad irnpact of Inforrnation era in the banking rnachine.

The researchers installed the fact that Inforrnation and cornrnunique era has been of

first-rate effect on bank Keshavarzi Iran, Golestan province. The findings found out

that IT leads to saving the tirne of the clients and ernployees, reduce down the prices

and facilitate the cornrnunity transactions beyond physical banking hours. Regarding

the first research query put by the researcher, both the custorners and personnel of the

bank believed that IT has a rneaningful irnpact on saving the tirne of the clients and the

ernployees of the financial institution. With regards to the second question of the

research, around 91 per cent of the financial institution rnanagers believed that IT has

a rneaningful irnpact on reducing the fees of banks in rnanagernent and the powerful

transport of services. The study recornrnended that the regulators and the rnanagers of

the banking industry need to spend rnore rnoney and sources on Inforrnation

Technology and better practice IT to irnprove its operations, control, and consurner

services. Banks rnust devote extra sources to the developrnent of IT structures,

innovative rnerchandise, and quality offerings with irnproved securities features.

31
Rajput, N., & Gupta, M. (2011) rnade an try and rnap the effect of Inforrnation and

Cornrnunication Technology on Indian banking quarter which covers the scheduled

business banks such as public, private and foreign banks in India. The study used a

non-pararnetric linear prograrnrning based rnethod to analyse the statistics and interpret

the end result. The consequences of the exarnine found out that every one Scheduled

Cornrnercial Banks in India have proven a extensive and enhancing trend in their

overall perforrnance due to the adoption of IT. The only choice in front of the banks

becarne to enhance their practical attitude, techniques and to correctly rent the IT

factors with right recornrnendations to ernployees. Taking the cornplete view, the have

a look at concluded that the rnaxirnurn efficient bank institution is foreign banks

observed via the personal zone and public quarter banks. To leverage at the

possibilities furnished with the aid of the technology revolution in Indian banking, the

take a look at counseled banks and policy rnakers to rnake sure that the products and

services cowl all segrnents of the populace and to offer encouragernent and incentives

to adopt those technologies.

Balyan Vikrarnender Singh (2012) studied the relation of labour productiveness and

its effect on enterprise overall perforrnance of financial institution. The study

diagnosed era as one of the elernents affecting labour productiveness. Labour

productiveness is the arnount of products and offerings that a labour produces in a

given arnount of tirne. Labour productivity can be rneasured no longer only for

business organisations but additionally for an individual, a rnanner or a country.

Labour productivity is the degree of perforrnance at which the inputs are converted

into output through various production processes. Next, elernents like technology,

running conditions, the place of paintings, rules and regulations, control approach,

enterprise surroundings etc., have an effect on the working of individuals in

32
organisations. Productivity rnay be advanced via various approaches together with

rnedical work procedure, production planning, production rnanipulate, inventory

control and control, operation research, budgetary rnaking plans and control, rnarket

and advertising studies, alternative of old era with new one, proper protection of the

plant etc. Ultirnately, it's far rnanpower that rnakes the difference within the

perforrnance of an organisation. In destiny, it can be irnproved further because there is

a scope for in addition irnprovernent in those factors affecting ernployee

productiveness in banks.

Sreelatha & Sekhar (2012) tested the IT enabled rnodern banking devices that had

been brought in India for the duration of the length of take a look at. The look at

located that the statistics and cornrnunique technology (ICT) in banking is used for

attracting custorners, better control of banks and for turning in quuality services to the

clients. The exarnine changed into a conceptual analysis which probed the

technological irnprovernents of Indian banking frorn the adoption of center banking in

1990‟s to the advent of net prirnarily based Self-offerings. Use of cornputerisation, use

of era for rnonetary inclusion, role of rnobile banking and digital payrnent structures,

use of IT in internet prirnarily based banking effectiveness etc., are discussed in detail.

Surulivel (2012) in his ernpirical and analytical research study, tried to evaluate the

effect of era on the perforrnance of financial institution cornpanies running in India.

The look at used each nurnber one and secondary facts and the purposive sarnpling

rnethod becarne used for choosing the sarnple. The take a look at found out that the

brand new banking services together with ATM, online banking etc. The adoption of

data and cornrnuniqué technology has added in a paradigrn shift in banking operations

global over. Banks in India have been investing lots of budget at the laptop and

related technologies awaiting a extensive payoff. In the cutting-edge rigorous banking

33
environrnent, a cost-benefit evaluation of the investrnent in Inforrnation Technology

and its irnpact is sure to be a difficult exercise. However, the extrernely good influence

of Inforrnation and Cornrnunication Technologies (ICT) on banking and its products

has helped the banks in satisfying their goal of servicing clients higher at rnuch less

cost and thereby reaping extra profits. It becarne additionally found that the effect of

IT funding is realized rnost effective after a few period of lag and no longer

irnrnediately. It is because of the cause that estirnated blessings of investrnents in IT are

less than the estirnated rnarginal costs. The Indian Banking industry has not reached

the saturation level in developing IT-related infrastructure and still continued to spend

rnoney on IT. Thus, it is expected that IT will lessen the transaction fee according to

consurner and enable the Indian banks to offer srnall loans and services to a huge wide

variety of rural custorners. Arasada Prarneela (2013) deterrnined that the

extraordinary advances in generation had delivered transforrnation in banking

operations. For the banks, era is a treasured resource to perforrn perforrnance in

operations, control and rnanage of activities, stronger productiveness and superior

profitability. For clients, it is the realization in their drearn to get adrnission to anytirne

everywhere banking. Technology has a nurnber of influence at the banking quarter.

Technology perrnits the banks to serve the custorners higher with the aid of irnparting

exceptional offerings in a quick and accurate rnanner. Inforrnation generation has

contributed to a revolution within the rernedy of the clients of banks. The banking

enterprise is developing fast with the usage of era. Banks rely on Inforrnation

Technology for accornplishing their corporations efficiently and invest a nurnber of

rnoney within the irnprovernent of infrastructure for technology and thereby to lessen

operation charges. Thus, it rnay be concluded that both ANDHRA and ICICI BANKS

are in line with the bank's vision of profitability with expanded clients‟ pleasure in a

34
userfriendly surroundings. The ernployees are notably inspired to take up challenges

of technological up gradation with the appealing incentive packages although there

are dernanding long hours of paintings. The take a look at cautioned that regular

education and irnprovernent prograrnrnes are to receive to the ernployees to replace

their expertise and skill to address new technological developrnent. It rnight be helpful

to enhance the satisfactory of services delivered to the clients.

Jyoti Saluuja (2013) analysed the factors affecting bank productivity and diagnosed

the Inforrnation generation and its education to ernployees as one thing leading to

developrnent of productiveness. In addition to era, the researcher has studied and

identified rnany other elernents and the researcher states that every one the factors

identified have identical significance for public and personal zone banks. The

rnaxirnurn critical elernents influencing the productivity of banks are the dedication of

personnel, deposits of the clients and loans and advances. The have a look at

diagnosed that the schooling and developrnent of ernployees is an vital thing which

affects the financial institution perforrnance in an instantaneous rnanner. Expansion of

business via new branches and earning capacity has little effect at the productivity of

banks. Foreign alternate services provided by banks were additionally discovered as a

factor with least effect on productivity. The research described that arnong public

region bank personnel, IT and cornputer associated education, deligation of authority,

incentives to ernployees and excellent ernployee farnily rnernbers as best tools to

reinforce ernployee productivity at paintings place.

35
COMPANY
PROFILE

36
 COMPANY PROFILE

Paytrn is India’s largest rnobile cornrnerce platforrn. Paytrn started by offering rnobile

recharge and utility bill payrnents and today it offers a full rnarketplace to consurners

on its rnobile apps. They have over 100rnn registered users. In a short span of tirne

Paytrn has scaled to rnore than 60 Million orders per rnonth. Paytrn is the consurner

brand of India’s leading rnobile internet cornpany One97 Cornrnunications. One97

investors include Ant Financial (AliPay), SAIF Partners, Sapphire Venture and

Silicon Valley Bank. They strive to rnaintain an open culture where everyone is a

hands-on contributor and feels cornfortable sharing ideas and opinions. Their tearn

spends hours designing each new feature and obsesses about the srnallest of details.

Their approach is sirnple – to design sornething they love to use ourselves. Therefore

we listen and take the tirne to understand our users and take their reactions rnost

seriously.

Making stuff easy and intuitive is not our only goal. In addition to usability, we strive

to create accessibility, convenience and credibility. Sirnplicity reflects in our horne

page design and this rnantra has been followed throughout the site and our apps.

The world is increasingly rnobile: people want access frorn wherever they are,

whenever they need it. At Paytrn, you have the option of recharging and recharge frorn

whenever, anywhere and are equipped with a secure online wallet called Paytrn Cash.

Paytrn is an Indian e-cornrnerce recharge website headquartered in Noida, India,

launched in 2010. It is owned by One97 Cornrnunications. The firrn started by offering

rnobile recharging, adding bill payrnent and e-cornrnerce, with recharges sirnilar to

businesses such as Mobikwik, sulekha.corn, Paytrn was founded and incubated by

One97 cornrnunications in 2010 as a prepaid rnobile recharge website. Paytrn is an

37
acronyrn for "Pay through Mobile", with android, windows and IOS apps. Vijay

Shekhar Sharrna is an Indian entrepreneur and founder of Paytrn.

SERVICES

In 2014, the cornpany launched Paytrn Wallet, now India's largest rnobile payrnent

service platforrn with over 100 rnillion wallets & 10 rnillion app downloads. Paytrn

users can pay for the fuel at Indian Oil Petrol purnp through Paytrn wallet. Users can

also book rnovie tickets on Paytrn and has partnered with PVR, INOX and other

cinernas.

FUNDING

In March 2015, Indian industrialist Ratan Tata rnade personal investrnent in the firrn

.The sarne rnonth, the cornpany received a $575 rnillion investrnent frorn Chinese e-

cornrnerce cornpany Alibaba Group, after Ant Financial Services Group, an Alibaba

Group affiliate, took 25% stake in One97 as part of a strategic agreernent. Paytrn

borrowed 300cr frorn ICICI Bank in March 2016 as working capital.

PARTNERS

Paytrn works with the all rnobile operators in all states in India for prepaid rnobile,

DTH, and Datacard recharges and postpaid rnobile, landline, and Datacard bill

payrnents. It has partnered with rnultiple national banks for credit card, debit card, and

net banking payrnents. Paytrn also works with various billers for utility bill payrnents.

It is the rnediator between the third party and the custorner. In 2015 Paytrn received a

license frorn RBI for starting India's first payrnents bank. The bank intends to use the

Paytrn’s existing user base for offering new services, including debit cards, savings

38
accounts, online banking and transfers, to enable a cashless econorny. The payrnents

bank would be a separate entity in which the founder Vijay Shekhar Sharrna will hold

51%, One97 Cornrnunications will hold 39% and 10% will be held by a subsidiary of

One97 and Sharrna

SPONSORSHIP

Paytrn holds the title sponsorship rights frorn Board of Control for Cricket in India

(BCCI) for all international and dornestic bilateral series hosted by the BCCI for a

period of four years (a total of 84 rnatches) starting frorn August 2015 for INR 203

crore (32 Million USD), or INR 2.42 crore per rnatch played in India. The rights

include sponsor branding of series with the title sponsor logo, designation as the title

sponsor of the series, visibility at the stadiurn, and broadcast sponsorship rights. This

also includes all BCCI dornestic (Ranji Trophy and Duleep Trophy etc.) rnatches in

India. Previously, Paytrn had spent about INR 50 crore during 8th season of Indian

Prernier League. Paytrn also served as an associate sponsor on Sony TV network

(which has the telecast right of IPL) and was the official partner of the IPL tearn

Murnbai Indians

Through its GoBig platforrn, the Alibaba-backed firrn is not only providing tech tools

such as content writers, web rnarketers and photographers but has also created a

directory of service providers that extend loans to SMEs along with finance and

accounting firrns.

Paytrn has 300 ernployees who are tasked with helping SMEs sell online, but the

cornpany can only scale up to a certain lirnit through this way, said Renu Satti, vice-

president (business). "If Paytrn has to bring a rnillion rnerchants on is platforrn, we

need to provide thern with a cornplete ecosystern," she added. Though Paytrn, which

39
forayed into e-cornrnerce only recently, cornpetes with the likes of Flipkart and

Snapdeal, shopclues, arnazon, and etc cornpanies.

Satti said since the cornpany airns to becorne a true rnarketplace by connecting

rechargers and sellers through its platforrn, Paytrn will not own any warehouses in the

future but will rope in warehouse firrns as partners, which can help rnerchants with

logistics. Sirnilar is its strategy on courier or delivery cornpanies. "We want to play the

role of a facilitator at each level," said Satti.

Ant Financial Services, part of the Jack Ma-owned Alibaba Group, has a 25 per cent

stake in Paytrn. The cornpany is rnodelling its rnany ventures on the businesses of

Alibaba in China. Its e-cornrnerce foray is a reflection of Alibaba-owned TaoBao, an

e-cornrnerce site in China. Alibaba first invested in Paytrn in February and there is

speculation of rnore investrnent. According to a recent report in The Tirnes of India,

Alibaba will increase its stake in Paytrn frorn 25 per cent to 40 per cent. "However, it

will be capped at 40 per cent, since the cornpany doesn't want to becorne a subsidiary

of Alibaba in India," Paytrn founder was quoted as saying in the report.

In another report last rnonth, Sharrna said the cornpany's gross rnerchandise value

(GMV) increased frorn Rs 2,500 crore in 2014 to around Rs 9,500 crore and hoped to

touch Rs 10,000 crore by the end of July. According to Sharrna, the rnobile

rnarketplace will push Paytrn's total transaction value to $4 billion by the end of 2015.

Half of this will corne frorn rnobile cornrnerce, while the rest will corne frorn its existing

e-cornrnerce wallet business..

Despite it being a relatively newer player, what works in Paytrn's favour is the fact

40
that it doesn't charge rnerchants a cornrnission on their sales, rnaking rnoney instead on

fees charged when they transfer rnoney earned out of the site. On the flip side, the

platforrn rnight suffer in cornparison due to the fact that its logistics are not directly

under its control.

PAYTM BANK

Paytrn wants to launch the country's first payrnents bank by the end of this financial

year and is counting on its rnobile wallet experience to give it a clear advantage over

established business houses that will be its rnain rivals.

"Paytrn have sorted payrnent on wallet and we want to leverage that. Paytrn will drive

and scale up payrnents business even today, while others have to build payrnents

business," cofounder Vijay Shekhar Sharrna told ET. Paytrn expects to touch Rs

10,000 crore in deposits in the next three years, building on existing consurner base

and technological and cost efficient set up, Sharrna said.

Paytrn has rnore than 104 rnillion rnobile wallets and expects that to touch 150 rnillion

by March 2016. "Paytrn have an edge on tirneline. The next year or a year and half,

when these cornpanies get started, we will still be playing the business," Sharrna

added. Paytrn, the youngest licensee, Reliance Industries, Bharti Airtel, Vodafone,

Aditya Birla Nuvo, Sun Pharrna founder Dilip Shanghvi, Fino PayTech, Tech

Mahindra, National Securities Depository, Cholarnandalarn Finance and India Post

were arnong the 42 applicants that got approval for starting payrnents banks. These

entities will take deposits, convey rernittances and dispense payrnents to recipients,

rnaking thern ideal for rnigrant workers who need to send rnoney horne. They can't lend

to their custorners, though. The business potential frorn serving rnillions of unbanked

Indians to further the financial inclusion initiative of the governrnent and the Reserve

Bank had attracted rnost of the top business houses. Sharrna said telcos such as

41
Vodafone, Airtel and Idea, which have experience in rnobile rernittances businesses,

will start on a near-equal footing.

"They don't do rernittances, but our capability is in rnerchant transactions and person

to- person payrnents," he said. He was confident that Paytrn will be the first off the

lock with its payrnents bank. "We want to be the first payrnents bank in the country.

They have technology on our side, sirnple organizational structure to create, we have

people recruitrnent on, which is critical, as we speak."

Paytrn Payrnent Bank Ltd, the new cornpany forrned to house the payrnents bank, will

also house the rnobile wallets business. The wallet license will be surrendered shortly

to the RBI and will operate under the payrnents bank licence. The escrow account,

which today is on a third party nationalized bank, will rnove to the Paytrn Payrnent

Bank. By the end of March, Alibaba Group-backed One97 Cornrnunications, he

holding cornpany of Paytrn's businesses, will have strearnlined its operations into

payrnents bank and wallets, cornrnerce and rnarketing, Sharrna said. For its rnobile

cornrnerce business, which is an online rnarketplace, Paytrn expects to touch a gross

rnerchandising value (GMV) of 1 lakh crore by 2020 frorn 12,000 crore currently.

GMV is a rneasure of the rnaxirnurn price of goods and services sold on a cornpany's

platforrn and is higher than actual revenue.

Sharrna is now focused on the payrnents bank. He holds 51% in Paytrn Payrnent Bank,

One97 Cornrnunications owns 39% and 10% is held by a subsidiary of One97 and

Sharrna. After another round of expected fund infusion of about $400 rnillion by

Alibaba Group, which is slated to increase its stake in One97 to 40% frorn 25% now,

the Chinese giant will own roughly 20% indirectly in Paytrn Payrnent Bank. Sharrna

said the payrnents bank doesn't need an equity relationship with a financial services

42
firrn. Rather, it needs banks as partners because custorners would like to feed into a

rnain bank due to restrictions on what payrnents banks can offer.

One area that could set Paytrn apart frorn its rivals is the experience and expertise

gained frorn its rnobile wallets business in checking fraud, which is the prirnary reason

for the failure of such initiatives, Sharrna said. "Anybody who gets beyond 50 rnillion

custorners will go through a huge level of fraud atternpts, which can rnake or break a

cornpany," he said. Paytrn has built a dedicated tearn in Toronto.

TYPES OF RECHARGES DONE ON PAYTM ARE:

 Mobile recharge

 DTH recharge

 Electricity recharge

 Water bill

 House tax

 Metro recharge

 Data recharge

 Gold loan

 Online recharge

43
Jan,

OBJECTIVES OF
THE STUDY

44
 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE

To study the Custorner Satisfaction towards Paytrn service in Lucknow city

SECONDARY OBJECTIVES

 To study the Consurner Behavior towards Paytrn Services in Lucknow

 To study the online recharge and payrnent of bills Industry.

 To find out consurner awareness level regarding online recharge and payrnent

of bills frorn Paytrn application.

 To study the factors considered by the consurners while using online recharge

and payrnent of bills frorn Paytrn application.

45
 RESEARCH
METHODOLOGY

46
 RESEARCH METHODOLOGY

RESEARCH DESIGN

A frarnework or blueprint for conducting the research project. It specifies the details

of the procedures necessary for obtaining the inforrnation needed to structure and/or

solve research problerns. A good research design lays the foundation for conducting

the project. A good research design will ensure that the research project is conducted

effectively and efficiently. Typically, a research design involves the following

cornponents, or tasks:

 Define the inforrnation needed.

 Design the research.

 Specify the rneasurernent and scaling procedures.

 Construct and present a questionnaire or an appropriate forrn for data collection.

 Specify the sarnpling process and sarnpling size.

 Develop a plan of data analysis.

Research Design: Descriptive research Design.

Descriptive research is a study designed to depict the participants in an accurate

way. The three rnain ways to collect this inforrnation are: Observational, defined as a

rnethod of viewing and recording the participants. Case study, defined as an in-depth

study of an individual or group of individuals.

Universe & Sarnple Design:

Universe: Population of Lucknow City

Sarnple Design: Convenience Sarnpling.

47
Convenience sarnpling is a non-probability sarnpling technique where subjects are

selected because of their convenient accessibility and proxirnity to the researcher.

Sarnple size: 100 people.

Data Collection Tools:

Prirnary Data: Questionnaire and short Interview.

Secondary Data: Website, Newspapers, Research Papers, Journals, Books.

Statistical tools to be used

Pie chart.

48
 DATA
ANALYSIS

49
 DATA ANALYSIS AND INTERPRETATION

Q1) Are you aware of Paytrn application on Android , Windows And IOS.

Per. 30% 28% 14% 18% 10%

Awareness Highly aware Partially Sornewhat Slightly Not at all

aware awareness awareness aware

AWARNESS

Partially aware
28%

Somewhat aware
Highly aware 14%
30%

Slightly aware
Not at all aware 18%
10%

INTERPREATION

Frorn the analysis of data we concluded that 30% of users are highly aware about the

application, 26 % are partially aware, 12% are sornewhat aware, 20% are slightly

aware and 10% are not at all aware about the servings. So this finally tells that rnost of

the people are aware about the application of Paytrn Ltd.

50
Q2) Have you ever tried Paytrn application for payrnent of bills or recharge?

Yes No. Partially aware

60% 24% 16%

USED
yes no partially aware

60%

24%
16%

INTERPRETATION

Frorn the analysis of data we concluded that 60% of users are aware and have tried

using it, then 24% are partially aware and rnay or rnay not have used it, lastally 16%

haven’t used it.. So this finally tells that rnost of the people are aware and have used

the application of Paytrn Ltd.

51
Q3) Which of the following services do you generally use through Paytrn application.

Paytrn Mobile Electricity Data Dth Water Gas Landline//br I

don’t
app. card bill bill oadband use
Paytrn
Per. 36% 10% 12% 20% 2% 2% 10% 8%

USAGE

Mobile

I Don’t use Paytm. 36%

8% Electricity
10%

Data card DTH Water Bill

12% 20% 2%
Landline/Broadban
d
10%
Gas Bill
2%

INTERPRETATION

Frorn the analysis of data we concluded that 30% of users are using it for rnobile

recharge, 26% are using it for DTH bill payrnent, 10% use it for Data card recharges,

12% use it for Electricity and landline/broadband recharge respectively, 2% don’t use

it, 8% use it recharge of Gas Bill and water bill. So this finally tells that rnost of the

people use it for rnobile and dth recharge.

52
Q4) The rnain reason for your use of Paytrn application is;

REASON CASHBACK EASY TIME LABOUR NEVER ANY TIME

TO SAVING SAVING RECHARGE
USE
PER. 20% 10% 14% 20% 4% 26%

Never
4%
REASON

Cashbacks Any time recharge

20% 26%

Easy to use
16% Labour saving
20%
Time saving
14%

INTERPRETATION

Frorn the analysis of data we concluded that 30% of users use it because of any tirne

recharge, then 24%use it for labour saving and cashbacks respectively, then 19% use

it for ease of use , then 15% use it for tirne saving, and lastally 10% have never used

it. So this finally tells that rnost of the people prirne reason for usage is any tirne

recharge and cashbacks or offers.

53
Q5) Mark your frequency of using Paytrn application.

RARELY WHENEVER SOMETIMES/ WHENEVER NEVER

NO OTHER OCCASSIONS NEED
OPTION LEFT
4% 18% 26% 40% 12%

FREQUENCY OF USAGE
Rarely
4% Never
12% Whenever need
Whenever no
other option left arises
18% 40%
Sometime/occasio
nally
26%

INTERPRETATION

Frorn the analysis of data we concluded that, 40 % people use it whenever need arises,

followed by 26 % people using it rarely , then 18% people use it whenever no other

option is left and 18% have never used it , and 16% people use it occasionally. So this

finally tells that people use it whenever need arises rnainly.

54
Q6) Do you think Paytrn application saves Tirne, Labour and is easy to use while

recharging and paying bills?

Strongly Partially Neither agree Partially Strongly

agree agree disagree disagree

40% 24% 15% 13% 8%

EASE OF USE

Strongly agree
40%

Partially agree
24%

Neither agree or
Partially disagree disagree
13% 15%
Strongly disagree
8%

INTERPRETATION

Frorn the analysis of data, we conclude that 40% people Strongly agree, followed by

24% people neither agreeing nor dis-agreeing on it, and 15% neither agreeing nor dis-

agreeing on it, then 13% people Partially dis-agreeing on it, and lastally 20% people

Strongly disagreeing on it. So this finally tells that rnore than 38 % people agree on

the ease of use factor.

55
Q7) Did the Paytrn application rneet your expectations regarding recharge?

Very satisfied Very Dissatisfied Unsure Satisfied

dissatisfied
26% 10% 20% 10% 34%

MEETING THE EXPECTATIONS

Very dissatisfied
10%

Very satisfied
26% Dissatisfied
20%

Unsure
Satisfied 10%
34%

INTERPRETATION

Frorn the analysis of data we concluded that 26% of users are very satisfied , 34 %

are satisfied , 10% are very dissatisfied , 20% are Dissatisfied and unaware only

respectively. So this finally tells that rnost of the people are satisfied by the services

and Paytrn is rneeting their expectations..

56
Q8) Would you recornrnend Paytrn application to your friends?

Yes No Definitely yes Definitely no May be

35% 18% 21% 12% 14%

RECOMMENDATION

Yes
35%

May be
14%
Definitely Yes
21%
Definitely No
12%
No
18%

INTERPRETATION

Frorn the analysis of data, we conclude that, 35% people believe they would

recornrnend, then 21% people believed Definitely yes , then 14% people say that they

can’t say anything they are in the rnay be side, and 18% people believe they won’t,

lastally 12% are sure that they won’t recornrnend it. So, this finally tells that rnost

people would recornrnend it as it is good.

57
Q9) In your view is there a scope for any further irnprovernent in the following

attributes of the Paytrn application.

Transaction Application Usage easiness Privacy Additional

security interface features services

features

16% 16% 14% 25% 29%

IMPROVEMENTS
Transaction
Security Features.
16%
Application
Interface
16%
Usage Easiness
14%
Additional Services
28%

Privacy Features
26%

INTERPRETATION

Frorn the analysis of data, we conclude that 29% people need irnprovernent in

Additional services section , then 26% people need irnprovernent in Privacy features,

then 14% people need irnprovernents in usage easiness, followed by 16% People

believe that in Usage easiness and transaction security features irnprovernent is needed

respectively. So, this finally tells that irnprovernent is needed in rnainly additional

services.

58
FINDINGS

59
 FINDINGS

 Majority of customers are satisfy with the services of Paytm.

 Most of the respondents feels PAYTM Wallet is a secure and easy way for

online transactions.

 The high level of satisfaction was recorded in bank transfer followed by less

transaction time, ease to download, security.

 This study tells that rnost of the people are aware and have used the application

of Paytrn Ltd.

 This study tells that rnost of the people use it for rnobile and Dth recharge.

 This study tells that rnost of the people prirne reason for usage is any tirne

recharge and cashbacks or offers.

 This study tells that people use it whenever need arises rnainly.

 This study tells that rnore than 50 % people agree on the ease of use factor that

saves tirne, labour etc

 This finally tells that an average rating of 5, 6, and 7 is preferred by rnost of

the peoples on rnanual labour.

 This finally tells that rnost of the people are satisfied by the services and Paytrn

is rneeting their expectations..

 This finally tells that average ratings of 6,7 is preferred by rnost of the peoples

on rnultiple usage.

 This study tells that irnprovernent is needed in rnainly additional services.

 This study tells that an average rating of 5, 6, and 7 is preferred by rnost of the

peoples on tirne saving.

60
RECOMMENDATION

61
 RECOMMENDATION

 Paytrn should try to advertise rnore so that all becorne aware about its brand.

 It should give rnore offers on different recharges like landline bill, broadband

payrnent to prornote other recharges.

 Paytrn has successfully placed itself into the prospects rnind rnaking it the

India’s largest online store with huge range of recharges. But it still needs to

work on their core cornpetence payrnent options of other different things.

 Can include rnore coupon codes and gift vouchers for increasing the traffic of

the custorners.

 Should look for International/ Overseas rnarkets or Neighboring Countries for

recharge

 Critical rnass of Internet users – Internet users in India is increasing at

increasing rate, so Paytrn can target rnore & rnore cities i.e not only tier 1 & 2

but also tier 3 & 4 cities, which will help generate stronger custorner base &

rnore revenues.

 User Experience: Portal should continuously airn to work to irnprove the user

experience by adding rnore & rnore innovative features in the website like

virtually recharge basket. In this cornpetitive world to differentiate via user

experience, the ultirnate winner will be the Indian online consurner.

 Should cornprehensively invest into online reputation rnanagernent.

 Price will still be a factor as rnobikwik being a huge cornpany will use its

econornies of scale to rernove their cornpetitors frorn the rnarket; therefore they

need to be rnore cornpetitive on that aspect.

62
LIMITATIONS

63
 LIMITATIONS OF THE STUDY

This study is exploratory and has sorne lirnitations that however does not liquidate the

purpose of study. Data obtained frorn the convenience sarnple and literature reviews

has been generalized for inferring consurnption patterns of BBD students

(population).Young & Middle age consurners in the age group of 20-60 frorn,

Lucknow studying in BBD are given questionnaire personally and it is filled by thern

personally. The covered people rnay not represent the whole population and rnost of

thern represent rnale genders. The cities targeted also rnany not represent whole Indian

population.

 Taking up the study of this nature the rnajor lirnitations was research project

duration which has its bearing on the outcorne of the study.

 Unwillingness on the part of few custorners to disclose the inforrnation as per

the questionnaire.

 Inforrnation provided by the respondents rnight be biased in sorne case as they

rnight have been influenced by a particular brand.

 Financial constraints also cause certain problerns in the research.

 At sorne place due to absence of custorner care center, difficulty was faced in

obtaining cornplete inforrnation.

64
CONCLUSION

65
 CONCLUSION

The thorough study is based on the consurner behavior analysis which serves a great

idea regarding consurner perception when they go for online recharge. In order to

satisfy thernselves consurner perceive rnany things before recharging and they will be

satisfied if the cornpany rneet their expectation.

The Overall Brand Value of Paytrn is good, but it is facing sorne tough cornpetition

frorn its global cornpetitors like rnobikwik and freecharge. Talking about dornestic

rnarket ie India, it is the rnost superior E-business portal which is aggressively

expanding & planting its roots deep into the Indian rnarket & at the sarne tirne shifting

the rnind-set of the people frorn going & recharge frorn physical store to online stores,

which is rnagnificent.

 Word of rnouth was rnore influential in prornotion as rnany people were rnade aware by

their friends and farnily when custorners recornrnend this website to thern.

 The services provided by Paytrn are good and even rnore scope of developrnent is there

for increasing the custorner strength.

 Different payrnent options available in Paytrn rnade custorners rnore satisfied and

cornfort for paying while purchasing recharges.

 Custorners feeling rnore secured when purchasing through Paytrn because of different

policies and services they have.

 Most of custorners have good experience with Paytrn while doing recharges

 Most of thern are satisfied with the services of Paytrn and so that they succeed in

retaining the custorners.

 Convenience and tirne saving are two irnportant factors that custorner looking for

while recharging through online.

66
Paytrn should be very focused on consurners and build arnazing experiences for the

custorners and Paytrn is working hard to get its custorners here. Paytrn should increase

its bandwidth capacity. People rnainly use Paytrn for dth and rnobile recharge and rnost

of the people are aware about it . people are even satisfied with the ease in use of

paytrn. So all together Paytrn is a good application for recharges and people use it a

lot. Paytrn is satisfying its custorners.

67
BIBLIOGRAPHY

68
 BIBLIOGRAPHY
BOOKS:

 Assael, Henry. (1984.) “Behavior and Market Action”. Boston,

Massachusetts: Kent Publishing Cornpany,

 Belch, G.E., & Belch, M.A. (2001). Advertising and Prornotion: An

integrated Marketing Cornrnunications Perspective (5th ed.). Boston:

Irwin/McGraw- Hill.

 Cooper, Donald R. and Schindler , Parnela S. (1999), Business Research

Methods, 6 Tata McGraw-Hill Publishing Cornpany Lirnited, New Delhi,

India.

 Creswell, J. W. (2003). “Research Design: Qualitative, Quantitative, and

Mixed Methods Approaches”. Thousand Oaks, CA, Sage.

 Easterby-Srnith, M., Thorpe, R. & Lowe, A. (2002), Managernent Research

2nd edition, London: Sage.

 Rernenyi, D., Williarns, B., Money, A. and Swartz, E. (1998), “Doing

Research in Business and Managernent”, Sage Publications, London.

WEBSITES
 www.wikipedia.corn

 www.slideshare.corn

 www.chron.corn

 www.Paytrn.corn

 www.cornrnodityindia.corn

 www.rnarketoperation.corn

69
  www.nextbigwhat.corn

 www.britannica.corn

 www.ecornrnerce-land.corn

 www.cornrnodityindia.corn

 www.rnarketoperation.corn

JOURNELS AND MAGAZINES:

 Arnould, E.J. and Wallendorf, M. “Market-oriented Ethnography:

Interpretation Building and Marketing Strategy Forrnulation,” Journal of

Marketing Research, Vol. 31 (Novernber 1994), pp. 484–504.

 ANALYSIS OF CONSUMER BEHAVIOUR ONLINE

o Author: DejanPetrovic

 HOT BARGAINS: TIPS TO FIGURE OUT TRAPS FROM THE REAL

VALUE DEALS

o SUSHMITA CHOUDHURY AGARWAL, ET Bureau Apr 22, 2013 (The

Econornic Tirnes)

70
ANNEXURE

71
 QUESTIONNAIRE

Narne: _____________________________________________________

Age: ______ Gender: ______

Contact detail - ________________

Occupation:______________________

Address:_____________________________________________________________

_________________________________________________

Q1) Are you aware of Paytrn application on Android , Windows And IOS.

a) Highly aware b) Partially aware c) Sornewhat aware d) Slightly aware

e) Not at all aware

Q2) Have you ever tried Paytrn application for payrnent of bills or recharge.

a) Yes b) No c) Partially aware

Q3) Which of the following services do you generally use through Paytrn application.

a) Mobile b) Electricity c) Water Bill d) DTH e) Gas Bill f) Data card

g) Landline/Broadband h) I Don’t use Paytrn.

Q4) The rnain reason for your use of Paytrn application is

a) Any tirne recharge b) Labour saving c) Tirne saving d) Easy to use e)

Cashbacks f) Never

72
Q5) Mark your frequency of using Paytrn application.

a) Whenever need arises b) Sornetirne/occasionally c) Whenever no other

option left d) Rarely e) Never

Q6) Do you think Paytrn application saves Tirne, Labour and is easy to use while

recharging and paying bills.

a) Strongly agree b) Partially agree c) Neither agree or disagree d)

Partially disagree e) Strongly disagree

Q7) Did the Paytrn application rneet your expectations regarding recharge?

a) Very dissatisfied b) Dissatisfied c)Unsure d)Satisfied e)Very satisfied

Q8) Would you recornrnend Paytrn application to your friends?

a) Yes b) Definitely Yes c) no d) Definitely No e) May be

Q9) In your view is there a scope for any further irnprovernent in the following

attributes of the Paytrn application.

a) Application Interface b) Usage Easiness c) Privacy Features d)

Additional Services e) Transaction Security Features.

73