A Study On Customer Satisfaction Of Mobile Wallet Services .
International Journal of Engineering and Management Researche-ISSN: 2250-0758 p-ISSN: 2394-6962Volume- 9, Issue- 1, (February .netA Study on Customer Satisfaction of Mobile Wallet Services Providedby PaytmSaviour FResearch Scholar, Department of Commerce, Scott Christian College, Nagercoil, INDIACorresponding Author: itssaviour4u@gmail.comABSTRACTIn today – world, smart phone has become anessential part of one’s daily life. Mobile users can nowadaysuse their Smartphones to make money transactions orpayments by using applications installed in the phone. Thereare several mobile wallets which provide these services.Mobile wallets are digital versions of traditional wallets thatsomeone would carry in their pocket. They offer paymentservices through which the individuals/business can receive/send money via mobile devices. The present paper throwslight upon the customer satisfaction level towards theewallet services provided by paytm. It focusses on theservices provided by Paytm wallet and its satisfaction level.Keywords-- Customer Satisfaction, Paytm, Ewallet,Paytm Services, Customer Satisfaction of EwalletsI.INTRODUCTIONAn electronic device that allows an individual tomake electronic commerce transactions is termed as adigital wallet. This can include purchasing items onlineusing a Smartphone or with a computer to purchasesomething at a store. Digital wallet is also a system thatsecurely Store users payment information and passwordsfor numerous payment methods and websites. Digitalwallets can be used in conjugation with mobile paymentsystems that which allow the customers to pay forpurchases with the help of their smart phones. They canalso be used to store loyalty card information and digitalcoupons. It is also known as an e-wallet.In India, where most of the population doesn’thave credit and debit cards, the mobile phone is fastbecoming a tool that act as a catalyst for digital paymentsolution. After E-commerce, the digital and walletpayments will be the next big wave. Paytm is one amongthem. Every human being is a consumer of differentproduces if there is no consumers, no business. Therefore,customer satisfaction is very important to every businessconcerns. Organizations that strive beyond minimumstandards and exceed the expectations of their customersare likely to be leaders in their sector. Customers arerecognized as key partners in shaping servicedevelopment and assessing quality of service delivery.Here in this study, an attempt is made to study thecustomer satisfaction on various services provided bypaytm.19II.RESEARCH PROBLEMWe are living in a world which is growing anddeveloping without any limitations. In older ages, thebanking started with merchant bankers, goldsmiths,money lenders and at that time there were no speedytransactions, no virtual banking, and no proper accountmaintenance. But now the banking field has achieveddevelopment up to a higher extent. Buying and selling,transfer of money, balance enquiry, changing the address,bill payment are done through internet and day by day itis increasing and also the e-banking offers a wide varietyof services.Paytm is an e-wallet that is helping in moneytransactions without having solid money and also offeringsafety to customer’s transactions. At present, especially inIndia there is a growing opportunity for mobile walletbusiness. The main attractions of these mobile wallets aremaking fast and quick transactions, time saving, lesscostly, easy to access etc. Besides these advantages, thereare some limitations on paytm such as insecurity,limitations on fund transfer, non-availability of auctionfacility etc. Due to these facts a comprehensive study isrequired to study the customer satisfaction of mobilewallet services provided by paytm. The purpose of thisresearch is to study the satisfaction level of customerstowards paytm services and know the most dissatisfiedareas of services.III.SIGNIFICANCE OF STUDYFrom the ancient times banking plays a vitalrole in the development of nation as well astheindividual. For the stable economic condition, bankinghelps to a higher extent. Nowadays the lifestyle of thepeople is getting too busy and therefore significance of ebanking are increasing day by day. They have no time tovisit banks for the purpose of depositing or acceptingcash, as well as for the other services provided by thebank. E-wallet services offer a lot of advantages to thecommon people that they can pay bills, and can take andgive cash at any time anywhere without visiting a bank.These services help to save their money and also can bedone with a good form of security. This will helpscustomers to engage in their own works and avoidsadditional expenses like travelling cost etc. Paytm is an ewallet software which can be used for the purpose ofpaying mobile bills, Electricity bills, and insurance andThis work is licensed under Creative Commons Attribution 4.0 International License.
International Journal of Engineering and Management Researchwww.ijemr.netalso for e-business and also pre booking of bus, car andbike, hotel, movies etc It also deals with exclusivediscount deals to satisfy and attract their customers. Thisresearch is important to study the satisfaction level ofcustomers towards the services of Paytm.IV.OBJECTIVES THE STUDYThe primary objective of the study is “to studythe satisfaction level among the Paytm users”.Secondary objectives are:1. To identify the most prominent area ofdissatisfaction.2. To study the factors that influence consumers inadoption of mobile wallets.3. To find out suggestions to improve the services.V.RESEARCH METHODOLOGYe-ISSN: 2250-0758 p-ISSN: 2394-6962Volume- 9, Issue- 1, (February 2019)https://doi.org/10.31033/ijemr.9.1.2The survey method is used as the main researchtool for data collection. At first, the investigatorapproaches the user’s paytm for gathering details. Thenthe prepared questionnaire is issued to user’s to fill it. Thedirect interview method is also used for collectingprimary data. After getting feedback from users, the datais evaluated properly and the results are interpreted.VI.DATA ANALYSIS ANDINTERPRETATIONThe data collected in the research were notsimply because it contained unnecessary information andover or under emphasized facts. Therefore only relevantdata were included in the analysis chapter. For betterunderstanding, the collected data are simply tabulated andare also represented in the form of diagram and charts.Interpretation of the data is also given to share themeaningful information.FIGURE 1 : Age Group of CustomersSource: Primary DataINTERPRETATION26% of the customers belong to the age group of26-35. 52% covers 18-25 age groups and 14% belongs to36-45 age groups. Only 8% belongs to the age group ofAbove 45.FIGURE 2: Mobile recharging facilitySource: Primary Data20This work is licensed under Creative Commons Attribution 4.0 International License.
International Journal of Engineering and Management Researchwww.ijemr.netINTERPRETATIONIt shows that 52% of respondents are satisfiedwith the mobile recharging facility of Paytm.e-ISSN: 2250-0758 p-ISSN: 2394-6962Volume- 9, Issue- 1, (February 2019)https://doi.org/10.31033/ijemr.9.1.2Only 22% are highly satisfied and 22% are OKto this facility.FIGURE 3: Electricity bill payment facilitySource: Primary DataINTERPRETATION39% are highly satisfied, 39% are satisfied, 16%are ok with the Service, 2% are dissatisfied and 4% arehighly dissatisfied.FIGURE 4: Water bill payment facilitySource: Primary DataINTERPRETATION22% are highly satisfied, 38% are satisfied, 32%are ok with the Service, 6% are dissatisfied and 2% arehighly dissatisfied.FIGURE 5: Insurance payment facilitySource: Primary Data21This work is licensed under Creative Commons Attribution 4.0 International License.
International Journal of Engineering and Management Researchwww.ijemr.netINTERPRETATIONe-ISSN: 2250-0758 p-ISSN: 2394-6962Volume- 9, Issue- 1, (February 2019)https://doi.org/10.31033/ijemr.9.1.222 % are highly satisfied, 38 % are satisfied, 38% are ok, 2% are dissatisfied.FIGURE 6: Software reliabilitySource: Primary DataINTERPRETATION12 % are highly satisfied, 58 % are satisfied, 26% are ok and 4 % are dissatisfied.FIGURE 7: Privacy Policy of PaytmSource: Primary DataINTERPRETATION2222% are highly satisfied, 34% are satisfied, 34%are ok with the service, 8% are dissatisfied and only 2%are highly dissatisfied with the services.This work is licensed under Creative Commons Attribution 4.0 International License.
International Journal of Engineering and Management Researchwww.ijemr.nete-ISSN: 2250-0758 p-ISSN: 2394-6962Volume- 9, Issue- 1, (February 2019)https://doi.org/10.31033/ijemr.9.1.2FIGURE 8: Bus Ticket booking facilitySource: Primary DataINTERPRETATION34% are highly satisfied, 46% are satisfied, 16%are ok with the services, 2% are dissatisfied and 2% arehighly dissatisfied.FIGURE 9: Movie Ticket booking facilitySource: Primary DataINTERPRETATION2344% are highly satisfied, 20% are satisfied, 30%are ok with the services, 4% are dissatisfied and 2% arehighly dissatisfied.This work is licensed under Creative Commons Attribution 4.0 International License.
International Journal of Engineering and Management Researchwww.ijemr.nete-ISSN: 2250-0758 p-ISSN: 2394-6962Volume- 9, Issue- 1, (February 2019)https://doi.org/10.31033/ijemr.9.1.2FIGURE 10: Hotel Room booking facilitySource: Primary DataINTERPRETATIONThe diagram reveals that 24% are highlysatisfied, 20% are satisfied and 50% are ok with theservice.FIGURE 11: Cash back offerSource: Primary DataINTERPRETATION18% are highly satisfied, 52% are satisfied, and24% are ok with the service, 4% are dissatisfied and 2%are highly dissatisfied.FIGURE 12: Respondents facing technical errorsSource: Primary Data24This work is licensed under Creative Commons Attribution 4.0 International License.
International Journal of Engineering and Management Researchwww.ijemr.netINTERPRETATIONe-ISSN: 2250-0758 p-ISSN: 2394-6962Volume- 9, Issue- 1, (February 2019)https://doi.org/10.31033/ijemr.9.1.252% are facing technical problems while usingPaytm and 48% are not facing any technical issues.FIGURE 13: Fund transfer facilitySource: Primary DataINTERPRETATION14% are highly satisfied, 56% are satisfied, 26%are ok with the service, 2% are dissatisfied and 2% arehighly dissatisfied.FIGURE 14 : Interest in shopping with PaytmSource: Primary DataINTERPRETATION36% are very much interested, 46% areinterested, 14 % are neutral, 2% are less interested and2% are not interested.FIGURE 15: Overall service satisfactionSource: Primary Data25This work is licensed under Creative Commons Attribution 4.0 International License.
International Journal of Engineering and Management Researchwww.ijemr.netINTERPRETATION50% of respondents are satisfied and 24% arehighly satisfied, 22% are ok with service small portion of2% are dissatisfied and only 2% are highly dissatisfied.VII.CONCLUSIONOurs is a society moving on the wheels oftechnological advancements. Technological changes arealso influenced in banking sector. Mobile banking bringsa drastic change in the field of banking sector by theimplementation of mobile wallets. The study on the topic“A study on customer satisfaction of mobile walletservices provided by Paytm” finds the satisfaction levelof users in using various services of Paytm and mostsatisfied area of Paytm services.From this study, it is clear that most of thepeople are aware about the various services of Paytm andthey use it in maximum extend. Paytm is drastically usedamong the youths and increasingly used by students fortheir transactions. Customers are highly satisfied with theoverall services of paytm. Customer services make itunique from other mobile wallets. In this presentscenario, mobile wallet service is more beneficial to thesociety to reduce the cost and time evolved with makingthe transactions personally by going to their respectivebanks. After the demonetization of Rs.500 and Rs.1000notes, Paytm has significantly influenced the society.From the study it is understood that after thedemonetization Paytm has taken steps to increases itsmarket share within a short span of time. This would26e-ISSN: 2250-0758 p-ISSN: 2394-6962Volume- 9, Issue- 1, (February 2019)https://doi.org/10.31033/ijemr.9.1.2make Paytm one of the most efficient and effectivemobile wallet service providers in India.REFERENCES[1] Poonam Painuly & Shalu Rathi. (2016). Mobilewallet: An upcoming mode of business transactions.International Journal in Management and Social Science,4, 356- 363.[2] Jayashree Bose. (2006). E-banking in India: ue.nla.gov.au/Record/4314140.[3] Martin M Evans. (2009). Consumer behavior. (2nded.). John Wiley & Sons.[4] 5 things to know about e-wallets. (2017 Nov). ings-to-know-about-e-wallets117111700473 1.html.[5] How digital wallets and mobile payments areevolving. (2017 April). Entrepreneur India. Availableat: https://www.entrepreneur.com/article/292256.[6] Growing share of wallet. (2015 Oct). let-115101100713 1.html.[7] Dr. S.Manikandan & J. Mary Jayakodi. (2017). Anemprical study on consumers adoption of mobile walletwith special reference to Chennai city. InternationalJournal of Research – GRANTHAALAYAH, 5(5), 107115.This work is licensed under Creative Commons Attribution 4.0 International License.
becoming a tool that act as a catalyst for digital payment solution. After E-commerce, the digital and wallet payments will be the next big wave. Paytm is one among them. Every human being is a consumer of different produces if there is no consumers, no business. Therefore, customer s
Customer satisfaction has identified as an important influencer on customer loyalty. Further, customer trust impacted by customer satisfaction which proved that customer satisfaction is an antecedent of customer trust. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed.
of satisfaction and quality, i.e. if one perceives quality and customer satisfaction as a process (cf. Deming, 1982). Consequently, technical and moral quality affect customer satisfaction, while the manufacturer can determine the level of customer satisfaction and respond via product innovations to ensure even greater customer satisfaction. By .
strategies and customer satisfaction. ii. Ho 3b - There is no statistical significant relationship between honest complaint resolution strategies and customer satisfaction. LITERATURE REVIEW Concept of Customer Satisfaction Customer satisfaction refers to a person's satisfaction with a product, a service, or a supplier (Terpstra
customer satisfaction correlated positively with customer satisfaction. Badara, et. al. (2013) states the importance of customer satisfaction as it is a significat predictor to customer loyalty. In the airlines area, airline companies have recently realized the importance of customer satisfaction to find themselves in this competitive world.
T B R 4 4Q14 TBR — x86-based Servers Customer Satisfaction Study 2015 Technology Business Research Inc. Dell HP IBM Sales Satisfaction Index 72.5 71.2 72.9 Product Satisfaction Index 76.3 76.9 75.2 Service Satisfaction Index 73.4 71.3 72.8 Loyalty Index 86.3 84.0 80.8 Importance Multiplier 99.4% 99.9% 100.7% TBR Weighted Satisfaction Index 74.9 74.2 74.8 .
the words "evaluation" and "opinion", and satisfaction with the word "feeling". Customer satisfaction can be experienced at the specific encounter level or at an overall level of satisfaction. Service encounter satisfaction is the customer's satisfaction or .
Summarize degree of satisfaction (overall and by subgroups) Compare satisfaction (or performance) to some standard Expectations Ratings of competitors Analyze determinants of satisfaction Overall satisfaction as a function of satisfaction with particular components of satisfaction
Customer Satisfaction Survey 2013 Report by Andrew Dyer (CERU) C2 East, DVLA Executive Summary The overall customer satisfaction rating was 87% this is 6% lower than 2012. Customer satisfaction for Drivers is 82% and for Vehicles it averages at 88%. The lowest satisfaction result was for personalised registrations at 62%
