A Comparative Study On Adoption and Usage of Paytm With Phonepe - A Case Study in Bangalore, Karnataka.

A COMPARATIVE STUDY ON ADOPTION AND USAGE OF PAYTM WITH PHONEPE- A CASE STUDY IN
BANGLORE, KARNATAKA.
A dissertation report on
A COMPARATIVE STUDY ON ADOPTION AND USAGE OF PAYTM WITH
PHONEPE – A CASE STUDY IN BANGALORE, KARNATAKA.
Submitted in partial fulfillment of the Requirements

For the award of the degree of Master of Business Administration
Submitted By
KANCHI VINEETH KUMAR
Register No.: 18CQCMD056
III SEMESTER MBA
UNDER THE GUIDANCE OF
Dr. MAHUA BISWAS
GUIDE REG. NO: 16CQFG007
Department of Management Studies (BU)
DAYANANDA SAGAR COLLEGE OF ARTS, SCIENCE & COMMERCE
1
DAYANANDA SAGAR COLLEGE OF ARTS, SCIENCE AND COMMERCE
SHAVIGE MALLESHWARA HILLS, K.S. LAYOUT, LAYOUT, BANGALORE

560078
Academic Year- 2019-2020
STUDENT DECLARATION
I hereby declare that the Internship Project Report titled A COMPARATIVE STUDY
ON ADOPTION AND USAGE OF PAYTM WITH PHONEPE – A CASE STUDY
BANGALORE, KARNATAKA. is an original work done by me, submitted in partial
fulfilment of the requirement for the award of the degree of Master of Business
Administration to Bangalore University, under the guidance of Dr. MAHUA BISWAS.
This has not been submitted for the award of any other degree/ diploma/ certificate.
Place: Bangalore KANCHI VINEETH KUMAR
Date: (Reg.No:18CQCMD056)
2
GUIDE CERTIFICATE
This is to certify that the Internship report titled “A COMPARATIVE STUDY ON

ADOPTION AND USAGE OF PAYTM WITH PHONEPE- A CASE STUDY IN
BANGALORE, KARNATAKA.” submitted in partial fulfilment of the requirement for
the award of the degree of Master of Business Administration to Bangalore University is
a record of original work carried out by Mr. KANCHI VINEETH KUMAR
(Reg.No.18CQCMD056) under my supervision and guidance and that no part of this
report has been submitted for the award of any other degree/diploma/certificate.
Place: Bangalore Dr. MAHUA BISWAS
Date: Guide Reg No: 16CQFG007
3
ACKNOWLEDGEMENT
The successful completion of any project is always a consequence of team work and the
guidance of a number of people involved, I had the good fortune of working with a
wonderful group of people whose vast experience, kind help and advice has been a great
help in completion of my project. I am greatly in debt and would like to express my sincere
thanks to one and all.
I extend my sincere thanks to Dr. MAHUA BISWAS Assistant Professor (College

guide) for providing me all the information required and the guidance throughout the
project without her guidance and encouragement this project wouldn’t have been possible.
I have gained a lot of knowledge, both theoretical and practical, throughout the course of
carrying out this project; I also learnt a lot about the actual business world. My special
regards would be to the faculty members.
KANCHI VINEETH KUMAR
(Reg.No: 18CQCM056)
4
ABSTRACT
In today's world, smart phones have become an essential part of everyday life. India will
surpass 299.24 million smart phone users, topping the US asi the world's second-largest
smart phone market by the end of 2019 as affordable smarti mobile devices are rapidly
penetrating the region. Shoppers embrace digital walletsi at an incredibly fast rate, mostly
becausei of convenience and ease of use.
Paytm was introduced in 2010 by ONE97communication withi several number of

features. After Paytm came into the market, many companiesi came up with mobile
wallets using imitating strategy, some of the mobile wallets arei Google Pay, PhonePe,
mobikwik, Amazon Pay and many more. Usage of mobile walletsi started pacing up right
after demonetization. Some mobile wallets are doing well whilei some are facing
problems to survive. Paytm used rule the market until PhonePe andi Google Pay came
into the picture. Paytm, PhonePe and Google Pay are competing welli in the market.
The main aim of the study is to analyze the adoptioni and usage of Paytm with PhonePe
among the usersi in Bangalore.
Keywords: Mobile wallet, Paytm, PhonePe.
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TABLE OF CONTENTS
Ch.no Contents Page No.
1.1 Introduction
1.2 Theoretical background of study

1 1-12
1.3 Industry profile
1.4 Need of the study
2.1 Review of literature
2.2 Statement of problem
2.3 Scope of the study

2 13-18
2.4) Objective of study
2.5 Research methodology
2.6 Limitation of the study
3 Company profile 19-22
4 Data analysis & interpretation 23-42
Findings and suggestion

5 43-45
Conclusion
Bibliography
Annexure
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LIST OF TABLES
Table no Title Page no
4.1 Gender of respondents. 23
4.2 Age of respondents. 24
4.3 Occupation of respondents. 26
4.4 Monthly income of respondents. 27
4.5 Respondents that use mobile wallets. 29
4.6 Preferred mobile wallets by the respondents. 30
4.7 Most preferred mobile wallet by the respondents. 32
4.8 Mobile wallet that has more number of features. 33
4.9 Mobile wallet that are more secured in money transfer. 35
4.10 Mobile wallet that are more secured in billing transaction. 36
4.11 Mobile wallet with effective customer support. 38
4.12 Mobile wallet respondents would like to choose over. 39
4.13 Respondents choosing phonepe over other mobile wallets. 40
4.14 Respondents choosing Paytm over other mobile wallets. 41
4.15 Mobile wallet that are referred to others by respondents. 42
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LIST OF GRAPHS
Table no Title Page no
4.1 Gender of respondents. 23-24
4.2 Age of respondents. 25
4.3 Occupation of respondents. 26-27
4.4 Monthly income of respondents. 28
4.5 Respondents that use mobile wallets. 29
4.6 Preferred mobile wallets by the respondents. 31
4.7 Most preferred mobile wallet by the respondents. 32-33
4.8 Mobile wallet that has more number of features. 34
4.9 Mobile wallet that are more secured in money transfer. 35-36
4.10 Mobile wallet that are more secured in billing transaction. 37
4.11 Mobile wallet with effective customer support. 38
4.12 Mobile wallet respondents would like to choose over. 39-40
4.13 Respondents choosing phonepe over other mobile wallets. 40-41
4.14 Respondents choosing Paytm over other mobile wallets. 41
4.15 Mobile wallet that are referred to others by respondents. 42
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CHAPTER-1
INTRODUCTION
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1.1 INTRODUCTION:
In this day and age, cell phone has become significant piece of regular daily existence. As
it has gotten increasingly moderate, the quantity of cell phone clients has expanded
drastically. Alongside cell phone generation, a lot of administrations have been made to
use the potential elements of cell phones. Smartphones are utilized as specialized gadgets,
yet in addition to be utilized as mingled instrument, stimulation apparatus, web get to
device, and even instalment device .Thanks to innovation, portable clients would
nowadays be able to utilize their cell phones to profit exchange or instalment by utilizing
applications introduced in the telephone. Other than instalment, individuals can likewise
store receipts, coupons, business cards, bills… in their cell phones. When cell phones can
work as cowhide wallets, it is designated "Computerized Wallet" or generally known as
"Portable Wallet". Inspiration of the examination originated from different elements.
Above all else, the versatile wallet is an ongoing term. As such, it is a "popular" point that
has been talked about in specialized gatherings and monetary sites in quite a long while
of late. One can see "Portable Wallet" on various occasions from the web, yet he doesn't
have a clue what versatile wallet is. In this manner, the examination is made because of
individual interest to increase useful information about versatile wallet during the
exploration procedure so as to see how buyers see this new mechanical assistance.
Besides, I am one of a cell phone clients and I might want to misuse the ability of the
telephone. Different clients maybe likewise have this craving. Consequently, I lead this
examination to watch individuals' assessments about this new help. For all intents and
purposes, this exploration will be helpful for the business partners of versatile wallet who
might want to grow the business to procure more pieces of the pie. It is additionally useful
for people, for example, understudies to improve the information on versatile wallet which
would possible be able to prompt further research. Back to history, portable wallet is
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created from an idea called "Advanced Wallet". It dated in 1996 when the organizer of
Digital Wallet, Sam Pitroda, who recorded the patent in the United States [see (Sam
Pitroda Patents)]. He "affirmed that a computerized wallet would comprise of a fluid gem
show very little greater than a customary plastic bank card, which ideally a touch-touchy
screen and straightforward UI that lets the client flip through the advanced wallet in a
similar way he/she flips through a calfskin wallet". (Pitroda S., Desai M., 2010) So far,
there has not been at this point a legitimate definition for "Portable Wallet" composed by
explicit researchers. In the Non-Confidential GSMA White Paper, versatile wallet was
characterized as "a product application a portable handset that capacity as an advanced
holder for instalment cards, tickets, dedication cards, receipts, vouchers and different
things that may be found in a regular wallet. The versatile wallet empowers the client to
deal with an expansive arrangement of portable NFC [Near Field Communication]
administrations from a wide range of organizations" (GSMA, 2012). As it were, portable
wallet is "framed" when your cell phone works as a cowhide wallet: it can have advanced
coupons, computerized cash (exchange), computerized cards, and advanced receipts...etc.
all in your cell phone. This implies, you introduce the application that are made by certain
organizations, for example, Google Inc., Apple Inc. or then again PayPal in your
telephone, and utilize those applications to pay legitimately for the items you have
obtained (on the web/disconnected). One view, communicated by Kevin Erickson (2013)
- an innovation blogger from Credera (an innovation counselling firm from the USA) is
that portable wallet attempts to play out these following highlights for single client
(Erickson, 2013): Display and store coupons or record offers from organizations which
clients bought in or connected with identify continuous limits and offers from various
business areas Provide web index and assessment apparatus for cafés and shops dependent
on area. Act as instalment instrument with credit and check cards.
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Mobile wallet technologies
a) Direct transporter charging This has been the conventional method for quite a long
time. "It is additionally called direct administrator charging or portable substance
charging, which lets the clients make a buy by means of their telephones from dealers
without entering Mastercard information" (PCMag). For example, TYS (Turun
Ylioppilaskyläsäätiö) is The Student Village Foundation of Turku situated in Turku,
Finland. They offer the clothing administration for every single qualified occupant. The
washers and dryers in the pantry are paid by utilizing cell phone instalment. The
instalment is around 1.6 € and will be charged legitimately in your telephone bill (or short
straightforwardly in the telephone balance). In the event that you claim a prepaid
telephone administration, it is required to have at any rate 15 € - 20 € balance in your
telephone, contingent upon the versatile administrator, to make it work (TYS).
b) QR and standardized identifications "QR codes are the square scanner tags [see Picture
1] that power many cloud-based promoting and instalment applications" (Webster, 2012).
We can see a case of QR code in Picture 1. The discretionary affirmation code can be
required for security reason.
c) NFC is the abbreviation for Near Field Communication. Any gadgets which are
introduced this innovation can impart and trade data just as information inside a couple
of centimetres separation (GSMA, 2012). To make it work, the two gadgets are required
to have NFC (Webster, 2012). Cell phones lately are witnessing huge development
because of web connectivity and reasonableness.
Portable wallet suppliers such as Paytm, PayPal, Mobikwik, etc, with compensation
schemes likewise drawing in many clients to utilize e-payment modes that help
associations expand fundamentally.
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PhonePe is an UPI-based programming presented by Flipkart, an e-Google Play Store will

download the PhonePe application. To make a record, you have to enter our name, email
and phone number when you download the PhonePe application on your Android.
Commerce Company, to give a cashless and consistent instalment experience.
Paytm is the largest versatile instalment and exchanging stage India. Utilizing the Paytm
Wallet, we allow you to move cash right away to anybody at zero charge. This money
would then be able to be utilized to pay effectively in several areas, including taxicabs
and autos, petroleum siphons, supermarkets, bistros, coffee shops, multiplexes, parking
spots, drug stores, medical clinics, and kirana shops. Paytm delighted in the advantage of
the principal mover after its dispatch in 2010, and got synonymous with digital
instalments. As far as number of exchanges and client base with 4 billion transactions in
2017-18, the Warren Buffet-upheld computerized organization was named the market
leader and detailed 350 million enlisted clients as of June 5.According to a Bloomberg
study, PhonePe was home to 290 million exchanges mind h an all-out worth of $85 billion
in June, contrasted and 71 million exchanges at $22 bill on a year prior. Both Paytm and
PhonePe began as instalment wallets joining various different highlights such as the
United Payment Interface (UPI), gaming and utility exchanges. The' Paytm Karo ' jingle
appeared wherever prompting high exchange rates, however a low worth peri exchange.
Hence, in the normal exchange value, PhonePe had the option to beat Paytm.
Computerized transactions have risen as a significant apparatus for progressing budgetary

inclusion, as it reduces the expense of giving monetary administrations to destitute
individuals and improves the security and comfort of utilizing stores, instalments and
protection items.
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So far, mobile wallets have tried and succeeded in solving a lot of real-life problems, but
there is still a long way to go. The government is bullish and promote cashless transactions
and digital payments and encourages companies to come up with innovative ideas.
Post demonetization, wallet companies have the opportunity to prove themselves and hit
India's nooks and corners to solve real-life issues. Cell phone users give extra
consideration to the versatile instalment process as the gadget appropriation rate
increments. There are numerous choices for portable instalment, yet no controlled strategy
is accessible. The latest type of versatile instalment is Mobile Proximity Payment (MPP).
The three key factors that Smartphone clients admire when making a mobile instalment
are security, cost, and accommodation. Demonetization has prompted unprecedented
advanced instalment development. Advanced wallet companies had demonstrated 271
percent development by February 2018 for an absolute estimation of US$ 2.8 Billion
(Rs.191crores)\.
Indian government and private division firms, for example, Paytm, Free charge and
Mobikwik have been forcefully pushing various advanced instalment applications,
including the Aadhaar Payment Application, the UPI Application, and the Bharat
Interface for Money (BHIM) application d enveloped by the National Payments
Corporation of India (NPCI).
Digital moves utilizing applications have realized social change and advanced instalment
reception. This has resulted in income sans work move in provincial zones that was not
recently affected by the electronic strategy for instalment. Today, because of monstrous
development in India, numerous foreign financial specialists need to put resources into
the advanced instalment segment, which is new attractive goals.
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Paytm is a wallet on the web, however Tez is an application dependent on UPI. ... PhonePe
is additionally an application for UPI now, yet it likewise has a wallet. The entirety of
PhonePe's cashback comes into the wallet and can't be moved to any ledger. Paytm can
do practically everything also, but it is mostly for wallet-to-wallet exchange.
UPI was presented a year ago by GOI and enables clients to utilize cell phones to move
money through banks. So as to move money, insignificant information passage is required
and these are interoperable and secure. USSD represents Unstructured Supplementary
Service Data and enables buyers to utilize a straightforward cell phone with constrained
network access to direct mobile banking. This is expected to make life simpler for the
rustic network.
Paytm was founded by its author Vijay Shekhar Sharma in Noida, a district nearby India's
capital New Delhi, in August 2010 with an underlying speculation of $2 million. It began
as a prepaid telephone and DTH energize organize and later included information card,
versatile post-took care of and landline tab payments in 2013. In January 2014, Paytm
Wallet was propelled by the business.
It presented online deals and transport tickets into web-based business. In 2015, it
propelled more use cases, for example, fees for school, metro charges, instalments for
power, gas, and water bills. It additionally started to control the Indian Railways
instalment door. Paytm propelled ticketing for movies, occasions and carnivals just as
booking flight tickets and Paytm QR in 2016.
The company propelled two new riches the executive’s administrations — Paytm Gold
Savings Plan and Gold Gifting to disentangle long haul reserve funds. The organization
concentrated on gaming and speculation, worked together with AGTech to dispatch a
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Game-pin versatile games stage and set up Paytm Money with a venture of 9 crore to offer
venture and riches the board products to Indian In May 2019, the organization propelled
two new riches management items. Paytm acquired Plustxt for about $2 million of every
2013. Plustxt began with IIT graduates Pratyush Prasanna, Parag Arora, Lokesh Chauhan
and Lohit V who allowed quick content informing in any Indian language. Paytm put $5
million in Jugnoo's auto-rickshaw aggregator and hyperlocal Delivery Company in 2015.
The reserves were intended to empower Jugnoo to scale up its operations the nation over,
and improve its driver effectiveness. It likewise obtained Delhi-based buyer conduct
forecast stage Shifu and nearby administrations start-up Near.in. In 2016, Paytm put
resources into both Logi Next and Xpress Bees logistics new businesses. In April 2017,
Paytm put resources into QorQL, a human service fire up that utilizes man-made
reasoning (AI) and expansive information to assist specialists with boosting their
efficiency and nature of care and cause it workable for patients to better to manage their
wellbeing. It acquired a greater part stake in Insider.in internet ticketing and occasion
stage in July 2017, backed by Only Much Louder (OML) occasion Management Company
and MobiQuest mobile devotion fire up. Paytm obtained little and Near-purchase that year
and merged both. The organization procured the Cube26 fire up in June 2018.
On 26 August 2014, FxMart was authorized to work. In December 2015, PhonePe was
joined. The organization was obtained by Flipkart in April 2016 and was moved the
FxMart permit to PhonePe as a component of the Flipkart procurement and rebranded as

the PhonePe wallet. Sameer Nigam, organizer of PhonePe, has been delegated as the
company's CEO. The business teamed up with Yes Bank in August 2016 to discharge an
UPI-put together versatile instalment application based with respect to the administration
upheld UPI platform. More than 10 million users downloaded the application inside a
quarter of a year of its dispatch. PhonePe was additionally the first Indian instalment
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gadget to get a 50 million identification on Google's play store in 2018. BHIM overtook
the PhonePe application to develop in August 2017 as the market chief in UPI exchanges.
PhonePe propelled a POS gadget in India in October 2017. The POS gadget empowered
by Bluetooth resembles a number cruncher and works with AA batteries. The hardware
utilizes Bluetooth network and permits every single cell phone that can get to the PhonePe
application to pay.
PhonePe was collaborating with Free charge in January 2018. This association
empowered clients of PhonePe to interface their current Free Charge Wallets with the
PhonePe application. PhonePe additionally went into comparative organizations with Jio
Money and Airtel Money.
PhonePe also teamed up with Red Bus, Ola and Goibibo to discharge miniaturized scale
applications on their stage to create and convey easy to use applications on their
foundation with a single login and instalment experience.
In 2018 National Payments Corporation of India (NPCI) honoured for driving the
largest number of UPIi network merchant transactions. In 2018 Best Mobile Payment
Product or Service Category at the 2018 IAMAI India Digital Awards. In 2018 Winner
of the 2018/2019 UPI Digital Innovation Award from NPCI: Winner of the ' Best
Mobile Payment Product or Service ' AT THE 2019 IAMAI.2019 9thi India Digital
Awards: ' Best Digital Wallet ' project at the 2019 Indian Retail and e-Retail Awards
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1.2 THEORETICAL BACKGROUND:
Internet people or user base in India reaching 627 million by the end of June 2019 and
India's Internet and Mobile Association (IAMAI) reporting that Internet users in India
grew larger by the end of 2019, the emergence and future growth of ecommerce and m-
commerce is a foregone conclusion. This is evident from the worth of the billions of
dollarsi that the top seven Indian e-commerce companies, including Amazon, Flipkarti
and Paytm, reached in the early years of their establishment. While the signs for bothi
global e-commerce and the number of online users is promising, the online strategic
architecture is still evolving. In the absence of reference curves for different business
indicators, contradictory approaches are being tried by leading organizations in the same
industry. Some try to be almost everything to generate more and more business / traffic
on their platform while others try to be very focused on achieving a unique positioning in
a specific domain. Only time will determine which of these business models will generate
long-term sustainable and above-average returns in the virtual world.
There are growing configurations, priorities and characteristics of financial services

offered by virtual mobility technologies. They may have banking features, known as
mobile banking, depending on the combination of agents, technologies, and goals. These
may also have transaction payment capabilities that are known as mobile payments, as
well as replicating the concept of money with electronic applications, which is then called
mobile money. The meanings of these terms are not fixed, however, and their limits are
not very precise. In addition, there is significant ambiguity about the words that are often
commonly used, regardless of their original meanings. This is the case with mobile
payments: it can refer to bill payments, acquisition payments, or financial resource or
18
money transfer between economic agents, and it can still enter the banking domain. Other
concepts, such as mobile money, mobile transfer and/or mobile banking, would be more
appropriate in certain contexts. Such ambiguity of terminology is not limited to mobile
services, but also to their aims. The broad use of these incorrect concepts has led us to
create ani initial theoretical basis to support the analysis of literature.
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1.3 INDUSTRY PROFILE:

All this M-wallets come under Digital Wallet industry. The online portfolio focuses on
mobile calls, expanding product expectations by optimizing delivery, advertising and
marketing strategies. In the case of a computerized system, the cellular portfolio can be
used to save money and can therefore be used to purchase goods and services from a
corporation or fund that has a special agreement with the entity to accept this contract. In
compliance with the RBI guidelines, customers who have saved money on a mobile wallet
are deposited in a m-wallet escrow account. M-wallets receive ai bonus that is considered
a bank-electronic wallet contract. This uses payment codes that are currently available in
all rural and urban shops.
Digital transactions are accepted, and service options are not billed. For each transaction,
however, ai fee will be charged. At first, most e-wallets only offered charging facilities,
so people were thinking of replenishing their wallets. But now something has changed,
through their digital portfolio one can also pay for their education and expenses.
And since it is an alternative payment mechanism for virtual suppliers and wallets, you
can quickly, safely and securely use mobile applications. Innovation attainment is
acknowledgment of position and market leadership based on the various advantages that
consumers sell at rates or costs.
Online portfolios ini everyday life are very significant. Under Sam Pipro's leadership, a
sophisticated portfolioi is presented to simplify the user interface and give an idea of safe
execution ini high-quality virtual portfolio applications such as Paytm, Freecharge and
iPhonepe.
India is one of the world's most expensive economies, accounting for 12 percent of GDP
and GDP, and 3-4 times more than a comparable economy compared to countries like
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Brazil and South Africa. The cash-to-cash ratio in Indian banks is about 51%, but in most
countries, it ranges from 8% to 9%. B2C electronic payments in US dollars. The annual
growth rate (annual average for 2016-2020) is expected to be 18.36 percent, amounting
to S 5608.5 million ini 2020. USA.
Smartphone sales are expected to rise from year to year, and Internet usage will grow on
average over the next few years. There has also been a significant increase in online
payment services to support this development. Currently part of digital payments, the M-
Portfolio market has increased the amount of money transfers, banking, purchases, ticket
sales, account replenishment and billing by about 30% over the next five years. M-Rupee,
Airtel Money, Vodafone M-Pesa, Oxygen Portfolio, mobikwik, Idea Money & Paytm are
just a few of the most populareaPad S5460 E-Wallet games.
1.4 NEED FOR THE STUDY:

Paytm wasi introduced in Indian market. Initially it faced few problems in the beginning
but paced up quickly with its offers and features which made people to go cashless. After
demonetization many mobile wallets came into the race with Paytm. Where most of the
mobile wallets are still struggling to survive, but not in the case of Google pay and
PhonePe. Paytm, PhonePe and Google Pay are competing well in the segment of mobile
wallets. In recent times it is seen that most of the people are moving towards PhonePe
rather choosing Paytm and other mobile wallets.
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CHAPTER-2
REVIEW OF LITERATURE
AND
RESEARCH METHODOLOGY
22
2.1 REVIEW OF LITERATURE:

• Rajini (2019) studied about the emerging trends in payment methods. He
explained that the offline payments are offset by the online digitalized payment
methods i.e. through m-wallets or e-wallets. And also explained that these recent
trends are mainly caused and used by the younger generations
• Sindujaa and Gayathry (2019) in their research paper on GPAYTM made a

comparative study on the adaption and the usage of the google pay and Paytm
mobile wallets in current generation and how UPI and USSD software have helped
in mobile payment applications in India in payment transaction and how these
wallets are helping the present generation.
• Sheetal et.al. (2019) did their research on the payments that are being done through
mobile wallets post Demonetization process and explained about the growth in
usage of the mobile wallets and online transactions which uses UPI and USSD
software after demonetization in Indian economy and also studies about the
replacement of plastic cards with mobile wallets and e-wallets.
• Dadapeer and Kumar (2019) through their research on the transactions in banking
has explained how banking sector innovating itself and changing its technology in
the process of cashless transactions which includes digital wallets and M-banking
and many more.
• Thomas (2019) through his research on microfinance that are being offered by
Women Self Help Groups has explained about the growth in technology in finance
aspect and how woman and woman self-help groups are using digital wallets
through their mobile phones for their cashless money transactions.
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• Pai (2018) in his Study on Consumer Perception about Digital wallets focused
on how people are using their m-wallets, digital wallets and e-wallets in payment,
booking and ordering transactions in recent times and also explained how trend is
changing from cash on delivery to payment on delivery where the payment is done
through m-wallets or e-wallets or digital wallets during delivery.
• Jose and Almeida (2018) through their research on adoption and usage of the M-
wallets among the users in Bangalore explained about the intentions and benefits
of the users through their mobile wallets in Bengaluru and also explain different
types of mobile wallets. On the other hand, they also tried to explain the practices
of m-wallets among the users.
• Baghla (2018) through his research paper, which is concerned about the future of
digital payments has explained about the attitude of the people towards adoption
and usage of mobile wallets and digital payments in recent trends mainly show
casing the effects after demonetization.
• Agrawal (2018) through her research on the advantages of imitative strategies has
explained how imitative behaviour has affected in formation of mobile wallets in
India. Through which she explains how Google pay, Freecharge, PhonePe and
many other wallets came into existence after Paytm introduced its digital payment
services ini market.
• Neema and Neema (2018) through their research on the techniques in recent
payment trends through smart phones have explored and explained how the
current economy has changed from cash to Cashless after Demonetization and also
explain how India moved towards digitalization and how Indian Government has
encouraged digitalization in many aspects like payments, money transfers etc.
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• Bawaree (2018) through his research article on the steps that are useful in making
a nation going towards cash less economy has explained about introduction of
several process of cashless money transactions like NEFT, e-Wallets, M-Wallets
etc. which actually helped in many ways after demonetization and also has helped
in reduction of corruption and black money to a little extent.
• Shoor (2017) through her research on the immediate effects of demonetization on

the mobile wallets and internet transactions explained how demonetization
impacted on the growth of mobile wallets like Paytm, PhonePe, Google pay and
many more mobile wallets which are currently working in the economy. She also
explained how this has helped in replacing cash on deliveries to payment on
deliveries in most of the cases effectively.
• Geetha and Veena (2017) through their research on the usage of M-wallets among
different gender categories ini India have explained about the different patterns of
usage of different mobile wallets and the knowledge possessed regarding mobile
wallets among different gender categories in India.
• Ghuman and Srivastava (2015), in their research about the ways of doing recharge
in mobile wallets have explained about the development in usage of internet and
mobile in the current generation and also made a comparative study on the mobile
wallet giants Paytm and Freecharge about their strategic and operational plans.
• Bansal et.al (2014) in their article about Paytm mobile wallet have examined and
explained about the changes in development in Paytm and also explained about
the accomplishments of Paytm in the economy.
25
2.2. NEED FOR THE STUDY:
The present study is focused on the comparison of Paytm and PhonePe mobile wallets in
Bangalore city by collecting primary data through questionnaire. The main reason is that
Paytm is in a strong competitive environment after PhonePe and Google Pay entered into
the market. Many mobile wallets were introduced using imitative strategy where in only
few mobile wallets like PhonePe and Google Pay gave stiff competition to Paytm. A
comparative study is done, considering Paytm with a major player in the current market
i.e. PhonePe
2.3 SCOPE OF THE STUDY:
The study calls for primary data only. The data is collected from 114 respondents of
Bangalore city through a structured questionnaire.
2.4 OBECTIVES OF THE STUDY:
• To find out the factors influencing adaption and usage of mobile wallet in
Bangalore city.
• To make a comparative study of the usage of Paytm with PhonePe.
• To find out the most preferred mobile wallet among selected mobile wallets.
2.5 RESEARCH METHODOLOGY:
2.5.1 Research Design

This study focuses on comparison of adaption and usage of Paytm with PhonePe
mobile wallets. Descriptive research design is adopted for this study.
26
2.5.2 Sample Design

Simple random sampling design.
2.5.3 Sample Size

The present study calls for primary data. The data is collected from 114
respondents of Bangalore city.
2.5.4 Data Sources

Primary data is collected from 114 respondents through a survey method using a
questionnaire which has both open-ended and closed-ended questions.
2.5.5 Tools of Data Collection

The study calls for only previous data and previous data is collected through structured
questionnaire.
2.5.6 Analysis and Presentation

The collected data is analysed using percentage and frequency and the output is
represented using tables, charts and graphs.
2.6 LIMITATIONS OF THE STUDY:
• A clear and exact picture of the case study cannot be given because the sample
size is limited to only 114.
• Accurate data cannot be fetched because the respondents may be biased.
27
2.7 CHAPTER SCHEME:
The following study has following 5 chapters

Chapter 1: Introduction
Chapter 2: Review of literature and research methodology
Chapter 3: Profile of the industry
Chapter 4: Data Analysis and Interpretation
Chapter 5: Findings and Suggestions
Bibliography
28
CHAPTER 3
COMPANY PROFILE
29
3.1 COMPANY OVERVIEW OF PAYTM:

Paytm was founded by its founder Vijay Shekhar Sharma in Noida, a region
adjacent to India's capital New Delhi, in August 2010 with an initial investment of $2
million. It started as a prepaid phone and DTH recharge network and later added data
card, mobile post-paid and landline bill payments in 2013. In January 2014, Paytm Wallet
was launched by the business.
It introduced online deals and bus tickets into e-commerce. In 2015, it launched more
usage cases such as fees for college, metro charges, payments for power, gas, and water
bills. It also began to control the Indian Railways payment gateway. Paytm launched
ticketing for films, events and amusement parks as well as booking flight tickets and
Paytm QR ini 2016.
The company launched two new wealth management services — Paytm Gold Savings
Plan and Gold Gifting to simplify long-term savings. The company focused on gaming
and investment, collaborated with AGTech to launch a Game-pin mobile games platform
and set up Paytm Money with an investment of 9 crore to offer investment and wealth
management products to Indian In May 2019, the company launched two new wealth
management products.
3.1.1 Investments and acquisitions:
• Paytm acquired Plustxt for about $2 million in 2013. Plustxt started with IIT
graduates Pratyush Prasanna, Parag Arora, Lokesh Chauhan and Lohit V who
allowed fast text messaging in any Indian language. Paytm invested $5 million in
Jugnoo's auto-rickshaw aggregator and hyperlocal Delivery Company in 2015.
30
• The funds were meant to enable Jugnoo to scale up its operations across the
country, and improve its driver efficiency. It also acquired Delhi-based consumer
behaviour prediction platform Shifu and local services start-upi Near.in. In 2016,
Paytm invested in both LogiNext and XpressBees logistics start-ups.
• In April 2017, Paytm invested in QorQL, a healthcare start-up that uses artificial
intelligence (AI) and broad data to help doctors boost their efficiency and quality
of care and make it possible for patients to better manage their health.
• It acquired a majority stake in Insider.in online ticketing and event platform in

July 2017, backed by Only Much Louder (OML) event Management Company
and MobiQuest mobile loyalty start-up. Paytm purchased little & Near-buy the
same year and merged both. The company acquired the Cube26 start-up in June
2018.
3.1.2 Achievements:
1) 2014 “Paytm is gold winner at the MMA Smarties in the Mobile application category”
2) 2014 “Paytm is silver winner at the MMA Smarties in the ecommerce category”
3) 2014 “Paytm wins the best mobile money product at the 4th Indian Digital Award”
4) 2013 “Paytm wins knowledge Faber Best Mobile Wallet Program Award.”
5) 2013 “Paytm is Gold Winner at the MMA Smarties for ecommerce.”
6) 2012 “Paytm is recognized as the Most Innovative Start-up of the year at the
Entrepreneur India event Organised by Franchise India.”
3.2 COMPANY PROFILE OF PHONEPE :
On 26 August 2014, FxMart was licensed to operate. In December 2015, PhonePe was
incorporated. The company was acquired by Flipkarti in April 2016 and was transferred
31
the FxMart license to PhonePe as part of the Flipkart acquisition and rebranded as the
PhonePe wallet. Sameer Nigam, founder of PhonePe, has been appointed as the
company’s CEO.
The business collaborated with Yes Bank in August 2016 to release a UPI-based mobile
payment application based on the government-backed UPI platform.[3][16][17] More
than 10 million users downloaded the application within three months of its launch.
PhonePe was also the first Indian payment device to get a 50 million badge on Google's
play store in 2018. BHIM overtook the PhonePe application to emerge in August 2017 as
the market leader in UPI transactions
3.2.1 Innovation:
• PhonePei launched a POS device in India in October 2017. The POS device
enabled by Bluetooth looks like a calculator and works with AA batteries. The
hardware uses Bluetooth connectivity and allows all mobile devices that can
access the PhonePe application to pay.
• PhonePe was partnering with Freecharge in January 2018. This partnership

empowered users of PhonePe to link their existing Free Charge Wallets with the
PhonePei application. PhonePe also entered into similar partnerships with Jio
Money and Airtel Money.
• PhonePe also collaborated with RedBus, Ola and Goibibo to release micro-
applications on their platform to develop and deploy user-friendly applications on
their platform with a single login and payment experience.
3.2.2 Awards:
• 2018: National Payments Corporation of India (NPCI) honoured for driving the
largest number of UPIi network merchant transactions.
32
• 2018: Best Mobile Payment Product or Service Category at the 2018 IAMAI India
Digital Awards. 2018: Winner of the 2018.2019 UPI Digital Innovation Award
from NPCI: Winner of the ' Best Mobile Payment Product or Service ' AT THE
2019 IAMAI.2019 9thi India Digital Awards: ' Best Digital Wallet ' project at the
2019 Indian Retail and e-Retail Awards.
33
CHAPTER 4
DATA ANALYSIS
AND
INTERPRETATION
34
Table 4.1 Gender of respondents

Gender % Count CF
Male 63.15 72 72
Female 36.85 42 114
Third - - -
Gender
Total 100 114
From the above table, it evident that 72 are male, 42 are female and no third gender have
responded.
Figure 4.1 Gender of respondents
35
SOURCE: PRIMARY DATA
Interpretation:
Out of 114 respondent’s majority of male population is using mobile wallet i.e., 63.15%
of total survey conducted and female population covers up to 36.85% and third gender
population covers nil.
Table 4.2 Age of respondents.
Age % Count CF
Below 25 years 72.81 83 83
25-35 years 17.54 20 103
35-45 years 2.63 3 106
45-55 years 3.51 4 110
55 years and above 3.51 4 114
Total 100 114
From the above table, it can be seen that 83 are below 25 years, 20 are between 25-35
years, 3 are between 35-45 years, 4 are between 45-55 years and 4 are above 55 years of
age have responded to the questionnaire sent
36
Figure 4.2 Age of respondents
90
80
70
60
50
40
30
20
10
0
Below 25 years 25-35 years 35-45 years 45-55 years 55 and above
Interpretation:
Majority of the respondents who use mobile wallets are basically millennial i.e. below
the age of 25. They cover 72.8% of population in the survey conducted.
37
Table 4.3 Occupation of respondents

Occupation % Count CF
Student 42.11 48 48
Employee 29.82 34 82
House wife 3.5 4 86
Business 12.28 14 100
Profession 7.02 8 108
Others 5.26 6 114
Total 100 114
From the above table, it is evident that 48 respondents are students, 34 respondents are
Employee, 4 respondents are house wife, 14 respondents are business people, 8

respondents are professionals and 6 respondents belong to other categories.
Figure 4.3 Occupation of respondent
60
50
40
30
20
10
0
students employee house wife business profession others
38
Interpretation:
Students are more aware about technology and are keen in using one, thus majority of the
Population using mobile wallets are students. Approximately 40% of the survey
conducted using mobile wallets are student.
Table 4.4 Monthly income of respondents
Monthly income % Count CF
Up to Rs.50,000 67.54 77 77
Rs.50000-Rs.100000 7.89 9 86
Rs.100000-Rs.150000 2.63 3 89
Rs.150000-Rs.200000 3.51 4 93
Rs.200000 and above 18.42 21 114
Total 100 114
From the above table, it is evident that most of the respondents occupation is students.
Students normally come under below 25 years of age. This age or in this occupation
students will be getting less amount of income which might be through part time jobs or
as a pocket money from parents.
39
Figure 4.4 Monthly Income
90
80
70
60
50
40
30
20
10
0
upto rs50000 RS50000 to RS100000 to RS150000 to RS200000 and
RS100000 RS150000 RS200000 above
Interpretation:
Out of the survey conducted majority of the users are below the income level of
Rs.50, 000 and most of them are students funded by their parents.
40
Table 4.5 Respondents that use mobile wallets
% Count CF
Yes 85.96 98 98
No 14.04 16 114
Total 100 114
From the above table, it is evident that only 14.04% of respondents don’t use mobile
wallets.
Figure 4.5 Respondents That Use Mobile Wallets
120
100
80
60
40
20
0
yes no
Interpretation:
Majority of the respondents are aware of mobile wallets and find it preferably comfortable
to use and adapt to the technological changes.
41
Table 4.6 Preferred mobile wallets by the respondents

Mobile wallets % Count CF
PhonePe 27.31 68 68
Paytm 23.29 58 126
Google Pay 31.73 79 205
Amazon Pay 10.04 25 230
Others 7.63 19 249
Total 100 249
In the above table 249 are the multiple responses given by 114 respondents where in
27.31% use PhonePe, 23.29% use Paytm, 31.73% use Google Pay, 10.04% use Amazon
Pay, 7.63 use other mobile wallets.
42
Figure 4.6 Preferred Mobile Wallets By The Respondents
90
80
70
60
50
40
30
20
10
0
phonepe paytm google pay amazon pay others
Interpretation:
Majority of the respondents are aware of mobile wallets and find it preferably comfortable
to use and adapt to the technological changes.
43
Table 4.7 Most preferred mobile wallet by the respondents
PhonePe 38.60 44 44
Paytm 14.91 17 61
Google Pay 32.46 37 98

Amazon Pay 1.75 2 100
Others 12.28 14 114

Total 100 114
From the above table, it is evident that 38.60 % of respondents prefer PhonePe, 14.91%
of respondents use Paytm, 32.46% of respondents use Google Pay, 1.75% of respondents
use Amazon Pay and 12.28% of respondents use other mobile wallets.
Figure 4.7 Most Preferred Mobile Wallet By The Respondents
50
45
40
35
30
25
20
15
10
5
0
44
Interpretation:
According to the survey done most preferred wallets are PhonePe and Google pay as they
don’t indulge in wallet top ups and directly get debited from the bank account and also
offer better offers than other mobile wallets.
Table 4.8 Mobile wallet that has more number of features
PhonePe 31.79 55 55
Paytm 17.34 30 85
Google Pay 32.37 56 141
Others 12.13 21 173
Total 100 173
In the above table 173 are the multiple responses given by 114 respondents. We can see
that 31.79% of respondents voted for PhonePe, 17.34% have voted for Paytm, 32.37%
have voted for Google Pay, 6.63% have voted for Amazon Pay and 12.13% have voted
for other mobile wallets.
45
Figure4.8 Mobile Wallet That Has More Number Of Features
60
50
40
30
20
10
0
Interpretation:
According to the survey conducted Google pay and PhonePe offer more features than all
the other mobile wallets and users find it more attractive to use than all the other mobile
wallets.
46
Table 4.9 Mobile wallets that are more secured in money transfers.

Paytm 21.71 38 38
PhonePe 28.00 49 87
Google Pay 37.14 65 152
Others 6.86 17 180
Total 100 180
In the above table 180 are the multiple respondents given by 114 respondents in which
21.71% of responses say that Paytm is more secured, 28.00% of responses say that
PhonePe is more secured, 37.14% of responses say that Google Pay is more secured,
6.29% of responses say that Amazon Pay is more secured and 6.86% of responses that
other wallets are more secured.
Figure4.9 Mobile Wallet That Are More Secured In Money Transfers.
70
60
50
40
30
20
10
0
47
Interpretation:
According to the survey conducted respondents find Google pay is more secure than other
wallets. PhonePe comes secondi while the other mobile wallets follow on.
Table 4.10 Mobile wallets that are more secured in billing transaction.
Paytm 19.55 35 35
PhonePe 29.61 53 88
Google Pay 34.08 61 149
Others 7.26 13 179
Total 100 179
In the above table 179 are the multiple responses from 114 responses where in 19.55% of
the total responses say that Paytm is more secured, 29.61% of total responses say that
PhonePe is more secured, 34.08% of total responses say that Google Pay is more secured,
9.50% of total responses say that Amazon Pay is more secured and 7.26% of the total
responses say that other wallets are more secured.
48
Figure 4.10 Mobile Wallets That Are More Secured In Billing

Transaction
70
60
50
40
30
20
10
0
SOURCE: PRIMARYA DATA
Interpretation:
According to the survey conducted, respondents find Google pay and PhonePe being
similarly secured and safe but Google pay being preferred ahead of all the other mobile
wallets.
49
Table 4.11 Mobile wallet with effective customer support.

Paytm 28.05 46 46
PhonePe 28.66 47 93
Google Pay 26.22 43 149
Others 9.15 15 164
Total 100 164
In the above table 164 multiple responses are received from 114 respondents, where in
28.05% of total responses are for Paytm, 28.66% of total responses are for PhonePe,
7.93% of total responses are for Amazon Pay, 26.22% of total responses are for Google
Pay and 9.15% of total responses are for other mobile wallets.
4.11 Mobile Wallet with Effective Customer Support
50
40
30
20
10
0
paytm phonepe google pay amazon pay others
Interpretation:
According to the survey conducted respondents find PhonePe offers better customer
support followed by Paytm and others.
50
Table 4.12 Mobile wallet respondents would like to choose over:
% Count CF
Paytm over PhonePe 34.21 39 39
PhonePe over Paytm 65.79 75 114
Total 100 114
From that above table, it is evident that 34.21% of total respondents choose Paytm over
PhonePei and 65.79% of total respondents choose PhonePe over Paytm.
Figure 4.12 Mobile Wallet Respondents Would Like To Choose Over
80
70
60
50
40
30
20
10
0
paytm over phonepe phonepe over paytm
SOURCE: PRIYMARY DATA
51
Interpretation:
According to the survey conducted PhonePe is preferred over Paytm as it directly deals
over transaction connected towards the bank account and Paytm deals in wallet top ups
ahead of use.
Table 4.13 Respondents choosing PhonePe over:
% Count CF
PhonePe over Paytm 32.50 52 52
PhonePe over Google Pay 36.25 58 110
PhonePe over Amazon Pay 31.25 50 160
Total 100 160
In the above table 160 multiple responses are received from 114 respondents where in
32.50% of total responses chose PhonePe over Paytm, 36.25% of total responses chose
PhonePe over Google Pay and 31.25% of total responses chose PhonePe over Amazon
Pay.
Figure 4.13 Respondents Choosing Phonepe Over
52
60
58
56
54
52
50
48
46
phonepe over paytm phonepe over googlepay phonepe over amazon pay
Interpretation:
According to the survey conducted PhonePe is highly preferred by the respondents over
all the mobile wallets mostly when compared with Google Pay.
Table 4.14 Respondents choosing Paytm over:

% Count CF
Paytm over PhonePe 31.39 43 43
Paytm over Google Pay 25.55 35 78
Paytm over Amazon Pay 43.07 59 137
Total 100 137
In the above table 137 are multiple responses that are received from 114 respondents
where in 31.39% of total responses chose Paytm over PhonePe, 25.55% of total responses
chose Paytm over Google Pay and 43.07% of total responses have chosen Paytm over
Amazon Pay.
53
Figure 4.14 Respondents Choosing Paytm Over
70
60
50
40
30
20
10
0
paytm over phonepe paytm over google pay paytm over amazon pay
Interpretation:
According to the survey conducted Paytm is highly preferred by the respondents over all
the mobile wallets mostly when compared with Amazon Pay followed up by PhonePe and
Google Pay.
Table 4.15 Mobile wallets that are referred to others by respondents:

PhonePe 37.72 43 43
Paytm 10.53 12 55
Google Pay 35.96 41 96
Others 13.15 15 114
Total 100 114
54
From the above table, it is evident that 37.72% of total respondents refer PhonePe to
others, 10.53% of total respondents refer Paytm to others, 35.96% of total respondents
refer Google Pay to others, 2.63% of total respondents refer Amazon Pay to others and
13.15% of total respondents refer other mobile wallets to other.
Figure 4.15 Mobile Wallet That Are Referred To Others By

Respondents
50
45
40
35
30
25
20
15
10
5
0
Interpretation:
According to the survey conducted it reveals that PhonePe and Google Pay is been highly
referred by the respondents to others.
55
CHAPTER 5
FINDINGS, SUGGESTIONS
AND
CONCLUSION
56
5.1 FINDINGS:
• Millennia’s isi the major factor which is influencing in the usage of mobile wallets.
Youngeri generation is the one who is more up to date with the changes that are
happening ini the smart phone world.
• There are fewi essential features in PhonePe as well as Google Pay which is
attracting more numberi of users.
• PhonePe andi Google Pay directly links with respective bank accounts which is a
time savingi process.
• Paytmi charges more when compared with mobile wallets which in turn leads the
users to usei other mobile wallets that charge less for the money transfers.
• PhonePe is doing good in satisfying customers by providing effective customer
support services.
• Google Pay and PhonePe are providing more secured transactions.
• The time required for transactions in Paytm is more when compared with PhonePe
and Google Pay.
• Paytm is lacking in providing effective customer support.
• Majority of the respondents would like to suggest PhonePe to others as it provides
ample amount of features and also provides more security for the transactions
made.
• Thei study shows that major number of respondents who use mobile wallets are
male.
• As thei current youth is fonder of using smart phones the majority of the
respondents arei aged below 25 years of age.
• Majority of the respondentsi who participated in the study are students.
• As majority of thei respondents are students and are aged below 25 years of age,
their monthly incomei of the major respondents are up to Rs.50000.
57
• Out of 100% ofi the respondents participated in the study 85.96% of the
respondents use mobilei wallets.
• Out of 114 respondents, ini majority nearly 79 respondents are using Google Pay
mobilei wallets.
• Out of respondents, majorityi respondents iprefer PhonePe the most.

• When Paytm is comparedi with PhonePe, people are more using PhonePe.
• Paytm comes in thirdi place in usage, while Google Pay remains as the second
most preferredi mobile wallet.
• Throughi the study, it is seen that 56 respondents out 114 respondents say that
Google Pay hasi a greater number of features.
• Out of 114 respondents, 65 respondentsi feel that Google Pay is more secured in
money transfers.
• Out of 114 respondents, 61 respondentsi feel that Google Pay is more secured in
billing transactions.
• Out of all thei respondents participated in the study, majority of the respondents
i.e. 47 respondents feel that PhonePei provides effective customer support
services.
• In the study conducted, it isi seen that majority of the respondents are willing to
choose PhonePe overi Paytm.
• In the studyi conducted, it is seen that majority of the respondents are willing to
choose PhonePe overi Google Pay.
• In the studyi conducted, it is seen that majority of the respondents who participated
in the study arei willing to choose Paytm over Amazon Pay.
• 37.72% of respondents outi of 100% of the respondents who participated in the
study, are willing to referi PhonePe to others.
58
• Comparably PhonePe is more preferredi and used by the majority of the

respondents.
• PhonePe has the most preferencesi for to refer to others.
5.2 SUGGESTIONS:
• The development of these wallets cannot be effective unless people become aware
of technological improvements and know about government interventions. Mobile
wallets, for example, have seen popular momentum, and a large number of Indians
may be shifting add cash directly to mobile wallets. The reliability and speed of
the cellular
network may play a prominent role for this reason. Even in most developed cities
and cities such as Bangalore, Mumbai, Chennai, Delhi, etc. these electronic
devices are difficult to make transactions because of the low quality of cellular
networks.
• In order to raisei awareness of the products that ultimately increase the number of
Paytm customers, more marketingi efforts should be carried out.
• People will only start usingi electronic payment methods if they feel their money
and transactions are free ofi security problems. To make this possible, telecom
companies need to improvei security and help people move to electronic payment
methods by convincing themi that cashless is secure.
• Thei cash limits per transaction per day should be increased for the person.
• As therei are many problems with the refund process as per the customer feedback,
such issues should bei considered as foremost priority and should be solved.
• Applicationi bugs should be addressed and the payment system should be
modified.
59
5.3 CONCLUSION:
The study undertaken to makei a comparative study between Paytm and PhonePe.
However, it is seen that Google pay is posing a major competition to both PhonePei and
Paytm. Majority of the respondents are eitheri opting for PhonePe or for Google Pay.
Through the study it is that Paytm is dominated byi PhonePe and Google Pay which are
introduced into the market after Paytm. Previously in Paytmi the payments or transactions
are not directly linked with the bank account which was a majori drawback but now they
are working on it. Paytm is lacking in the quality of the services andi some of the features
and services provided by PhonePe and Google pay. So, Paytmi should recognize the need
of the users and should start pacing up with Google Pay and PhonePei by increasing its
quality of services and by introducing new features.
60
BIBLIOGRAPHY
61
ARTICLES:
• Aditi Bansal, Vijay Yadav, Shwetu Kumar (2014), “A Study on Paytm” Guru
Singh Indraprastha University Delhi. Available:
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• Akhila Pai H. (2018), Study On Consumer Perception Towards Digital Wallets,

International Journal of Research and Analytical Reviews, Issue: 3, Volume: 5,
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available on https://ijrar.com/ .
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Way?? “ A Case Study On e-Payment Giants: Freecharge And Paytm, IOSR
Journal of Business and Management (IOSR-JBM), Special Issue – AETM’16, e-
ISSN: 2278-487X, p-ISSN: 2319-7668.
• Dr. Kratika Neema and Dr. Arpit Neema (October 2018), UPI (Unified Payment
Interface) – A New Technique Of Digital Payment: An Explorative Study, Volume:
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in India, The International Journal of Maktabah Jafariya, Volume 1, Issue 2, PP: 1-
3, ISSN 2581 – 4354.
• Geetha R. and Veena (nov 2017), The International journal Publications,

Singapore, RJSITM Vol.6, Issue No: 12, ISSN 2251 1563 2016, Impact Factor –
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• George Joes and Dr. Shaeril Michael Almeida (August 2018) , ADOPTION AND
PRACTICES O4F MOBILE WALLET USERS IN BENGALURU, www.aensi.in/
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Index in Cosmos, Volume9 Issue number 8, Page No 338-345, ISSN 0025-

1348(P), 2456-1356(O).
• George Joes and DR. Shaeril Michael Almeida (August 2018) , ADOPTION AND
PRACTICES O4F MOBILE WALLET USERS IN BENGALURU, www.aensi.in/
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1348(P), 2456-1356(O).
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ANYWHERE PAYMENT, INFOKARA RESEARCH, Volume 8 Issue 11 Page
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Transactions, Journal Current Science, Volume: 20, Issue: 3, available
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64
ANNEXURES
65
QUESTIONNAIRE
Analysis on adoption and usage of paytm with phonepe
1. Name
2. Your Gender?
• Male
• Female
• Third gender
3. What is your age?

• Below 25 years
• 25-35 years
• 35-45 years
• 45-55 years
• 55 and above
4. Occupation
• Students
• Employee
• House wife
• Business
• Profession
• Others
5. Monthly Income
• Upto Rs.50000
• Rs 50000 to Rs 100000
66
• Rs 100000 to Rs 150000
• Rs 150000 to Rs 200000
6. Marital status
• Unmarried
• Married
• Divorced
7. Do you use mobile wallets?

• Yes
• No
8. Which mobile wallet do you use?

• PhonePe
• Patym
• Google Pay
• Amazon Pay
• Others
9. Which mobile wallet do you prefer the most? Please mention the specific in the
other column provided below.
• PhonePe
• Patym
• Google Pay
• Amazon Pay
• Others
67
10. Which mobile wallet has more number of features? Please mention the features in
space provided below(i.e, others co)
• PhonePe
• Patym
• Google Pay
• Amazon Pay
• Others
11. Which mobile wallet do you feel is more secured in money transfers?
• PhonePe
• Patym
• Google Pay
• Amazon Pay
• Others
12. Which mobile wallet do you think is more useful and safe for billing transaction?
• PhonePe
• Patym
• Google Pay
• Amazon Pay
• Others
13. Which mobile wallet is good at providing effective customer support?

• PhonePe
• Patym
• Google Pay
• Amazon Pay
• Others
68
14. Which mobile wallet would you like to choose over?

• Paytm over PhonePe
• PhonePe over Paytm

• PhonePe over Paytm
• PhonePe over Google Pay
• PhonePe over Amazon Pay

• Paytm over PhonePe
• Paytm over Google Pay
• Paytm over Amazon Pay
17. Which mobile wallet would you like to refer your friend or family or colleague or
any other person? Please mention the specific in the other column provided below.
• PhonePe
• Patym
• Google Pay
• Amazon Pay
Others
69
70
71
72
PROGRESS REPORT-1
Sl. No. Particulars
1 Name of the Student KANCHI VINEETH KUMAR
2 Registration Number 18CQCMDO56
3 Name of College Guide Dr. Mahua Biswas (16CQFG007)
4 Title of the Dissertation A COMPARATIVE STUDY ON ADOPTION AND USAGE

OF PAYTM WITH PHONEPE- A CASE STUDY IN
BANGALORE,KARNATAKA.
5 Progress report : A brief note No. of meeting with guide-9

reflecting ,Number of meeting with No. of visits to library-7
Guides, places visited, libraries
Journal referred:
visited, meeting with persons,
activities taken up, preparations
done for collection and analysis of Preparations done-;
data etc.,) • Literature Review is done.
• Collection of data is done.
• Doing data interpretation.
73
Signature of the Candidate Signature of the College Guide
PROGRESS REPORT-2
Sl. No. Particulars
1 Name of the Student KANCHI VINEEETH KUMAR
2 Registration Number 18CQCMD056
3 Name of College Guide Dr. Mahua Biswas (16CQFG007)
4 Title of the Dissertation A COMPARATIVE STUDY ON ADOPTION AND

USAGE OF PAYTM WITH PHONEPE- A CASE STUDY
IN BANGALORE,KARNATAKA
6 Progress report : A brief note No. of meeting with guide-13

reflecting ,Number of meeting No. of visits to library-8
with Guides, places visited,
Journal referred:
libraries visited, books referred,
Preparations done-;
meeting with persons, activities
taken up, preparations done for • Doing data interpretation is done
collection and analysis of data • Soft copy submission done

etc.,)
Signature of the Candidate Signature of the College Guide
74

A Comparative Study On Adoption and Usage of Paytm With Phonepe - A Case Study in Bangalore, Karnataka.

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A COMPARATIVE STUDY ON ADOPTION AND USAGE OF PAYTM WITH PHONEPE- A CASE STUDY IN

Submitted in partial fulfillment of the Requirements

KANCHI VINEETH KUMAR

Register No.: 18CQCMD056

III SEMESTER MBA

UNDER THE GUIDANCE OF

Dr. MAHUA BISWAS

GUIDE REG. NO: 16CQFG007

Department of Management Studies (BU)

DAYANANDA SAGAR COLLEGE OF ARTS, SCIENCE & COMMERCE

SHAVIGE MALLESHWARA HILLS, K.S. LAYOUT, LAYOUT, BANGALORE

Academic Year- 2019-2020

Place: Bangalore KANCHI VINEETH KUMAR

This is to certify that the Internship report titled “A COMPARATIVE STUDY ON

Place: Bangalore Dr. MAHUA BISWAS

Date: Guide Reg No: 16CQFG007

I extend my sincere thanks to Dr. MAHUA BISWAS Assistant Professor (College

KANCHI VINEETH KUMAR

Paytm was introduced in 2010 by ONE97communication withi several number of

Keywords: Mobile wallet, Paytm, PhonePe.

1.2 Theoretical background of study

1.4 Need of the study

2.1 Review of literature

2.2 Statement of problem

2.3 Scope of the study

2.5 Research methodology

2.6 Limitation of the study

3 Company profile 19-22

4 Data analysis & interpretation 23-42

Findings and suggestion

Table no Title Page no

4.1 Gender of respondents. 23

4.2 Age of respondents. 24

4.3 Occupation of respondents. 26

4.4 Monthly income of respondents. 27

4.5 Respondents that use mobile wallets. 29

4.6 Preferred mobile wallets by the respondents. 30

4.7 Most preferred mobile wallet by the respondents. 32

4.8 Mobile wallet that has more number of features. 33

4.9 Mobile wallet that are more secured in money transfer. 35

4.10 Mobile wallet that are more secured in billing transaction. 36

4.11 Mobile wallet with effective customer support. 38

4.12 Mobile wallet respondents would like to choose over. 39

4.13 Respondents choosing phonepe over other mobile wallets. 40

4.14 Respondents choosing Paytm over other mobile wallets. 41

4.15 Mobile wallet that are referred to others by respondents. 42

Table no Title Page no

4.1 Gender of respondents. 23-24

4.2 Age of respondents. 25

4.3 Occupation of respondents. 26-27

4.4 Monthly income of respondents. 28

4.5 Respondents that use mobile wallets. 29

4.6 Preferred mobile wallets by the respondents. 31

4.7 Most preferred mobile wallet by the respondents. 32-33

4.8 Mobile wallet that has more number of features. 34

4.10 Mobile wallet that are more secured in billing transaction. 37

4.11 Mobile wallet with effective customer support. 38

4.12 Mobile wallet respondents would like to choose over. 39-40

4.13 Respondents choosing phonepe over other mobile wallets. 40-41