(Submitted for the Degree of B.Com.

Honours in
Accounting & Finance under the University of
Calcutta)

TITLE OF THE PROJECT

“YOUNG CONSUMERS PREFERANCE
OF
MOBILE WALLETS GATE WAY FOR
CASHLESS PAYMENT”
SUBMITTED BY

Name of the Candidate: NIKHI AGARWAL

CU Registration Number: 126-1111-0388-19
CU Roll Number: 191126-21-0527
College Roll Number: 471
Name of the College: UMESCHANDRA COLLEGE

SUPERVISED BY
Name of the Supervisor: PROFESSOR SUMANTA LODH
Name of the College: UMESCHANDRA COLLEGE

MONTH & YEAR OF SUBMISSION

April , 2022

1
Annexure-IA

SUPERVISOR'S CERTIFICATE

This is to certify that NIKHIL AGARWAL a student of B.Com. Honours in Accounting &
Finance of UMESCHANDRA COLLEGE (MAIN CAMPUS), under the University of
Calcutta has worked under my supervision and guidance for his/her Project Work and prepared
a Project Report with the title “YOUNG CONSUMERS PREFERANCE OF MOBILE
WALLETS GATE WAY FOR CASHLESS PAYMENT” which he/she is submitting, is
his/her genuine and original work to the best of my knowledge.

Place: Kolkata Signature:

Date: Name: PROFESSOR SUMANTA LODH

Designation: PROFESSOR (SACT II)

Name of the College: UMESCHANDRA

COLLEGE

2
Annexure-IB
STUDENT'S DECLARATION

I hereby declare that the Project Work with the title “YOUNG CONSUMERS
PREFERANCE OF MOBILE WALLETS GATE WAY FOR CASHLESS PAYMENT”
submitted by me for the partial fulfilment of the degree of B.Com. Honours in Accounting &
Finance under the University of Calcutta is my original work and has not been submitted
earlier to any other University /Institution for the fulfilment of the requirement for any course
of study.

I also declare that no chapter of this manuscript in whole or in part has been incorporated in
this report from any earlier work done by others or by me. However, extracts of any literature
which has been used for this report has been duly acknowledged providing details of such
literature in the references.

Place: Kolkata Signature:

Date: Name: NIKHIL AGARWAL

Registration Number: 126-1111-0388-19

College Roll Number: 471

3
 ACKNOWLEDGEMENT

It is my immense pleasure to present this project on “YOUNG

CONSUMERS PREFERANCE OF MOBILE WALLETS GATE WAY
FOR CASHLESS PAYMENT.”

I would hereby like to thank our respected principal, Dr. Md. TOFAZZAL
HAQUE for giving us this opportunity to prepare a project report on the
suggested topic and guided us through the various stages of the project.

I am very thankful to my supervisor PROFESSOR SUMANTA LODH for

his full support in completing this project work.

I gratefully acknowledge the support of my family and friends and would also
like to thank all the people who participated in the survey by filling up the
questionnaire and helped me to carry out the research work.

- NIKHIL AGARWAL

4
 TABLE OF CONTENTS

SL. NO. TITLE PAGE NO.

1 Chapter 1: Introduction 6

1.1: Introduction 7
1.2: Objective of the study 8
1.3: Scope of the study 8
1.4: Research Methodology 9
1.5: Advantage of the study 10
1.6: Limitations of the study 11
1.7: Tools & Techniques 12

2 Chapter 2: Company Profile 13

2.1: Company Profile 14

2.2: History & Feature 15
2.3: Products & Services 16
2.4: Mission & Vision 17
2.5: Value’s & Principle’s 18

3 Chapter 3: Data finding & Analysis 19

3.1: Data finding 20-22

3.2: Customers prospection on Online payment and
traditional payment 23-26

4 Chapter 4: Conclusion & Recommendation 27

4.1: Summary 28
4.2: Recommendation 29
4.3: Conclusion 30

5 Bibliography 31
Questionnaire 32-36

5
 CHAPTER=1

INTRODUCTION

6
 1.1 INTRODUCTION
In today world smart phone has become important part of everyday life. As it has become
more affordable the number of smart phone users has increased dramatically. Not only smart
phones are used as communication devices, but also to be used as socialized tool ,
entertainment tool , internet access tool , and even payment tool. Thanks to technology
mobile users can nowadays use their smart phone to make money transaction or payment by
using applications installed in the phone. Besides payment people can also store receipt,
coupons, business cards, bills, etc… in their smart phones. When smart phones can function
as leather wallets, it is called ‘digital wallets’ or widely known as “mobile wallets”.

The development of technology and technological advancement as made smartphone to

become essential part of daily life of people. Smart phone are used as a source of
communication device, socialized tool, entertainment, internet and even payment tool. Mobile
wallets with the support of mobile technology as allowed the owners of smart phone to carry
out many financial transactions and identification implements.

The mobile wallets money is used in the various areas of the world business like banks,
customers, and companies. The bank have taken a better position in providing a better
transaction service and payment to the customer’s requirement. For customers are dragged by
the shopping facilities that is given by mobile wallets and customers are attracted because of
convenience and speedy transaction. In case of companies, the companies’ aims at providing
facility o transaction service and payment choice to their clients and the multiple payment
combination facility providing by the companies are attached to mobile wallets services.

7
 1.2-OBJECTIVE OF THE STUDY
➢ To study consumers preference towards usage of mobile wallets for cashless payment.

➢ To identify the factors attracting by consumers to the usage of mobile wallets.

➢ To study the consumers level of satisfaction in using mobile wallets.

➢ To understand problem faced by the consumers in using mobile wallets.

1.3 -SCOPE OF THE STUDY

With advancement in technology, things around us have changed drastically. Technology
caters to man’s comfort and convenience. With the help of your smartphone, you can do
everything. Be it ordering food or movie tickets etc… with the introduction of mobile wallets
it has become extremely convenient for a person to make cashless transaction.

Mobile wallet is the digital equivalent to the physical wallets in which we carry money. It is
an online platform which allows a user to keep money in it, just like a bank account.

Mobile wallets will play a significant role in day to day life as an increase in use of smart
phone can be seen and people are relying on digital life style to make things convenient and
fast.

8
 1.4 RESEARCH METHODOLOGY
The study is designed as a descriptive study conducted in both secondary and primary data
whereas;

PRIMARY DATA : Data that has been collected from first-hand-experience is known as
Primary Data. Primary Data has not been published yet and is more reliable, authentic
objective.

SECONDARY DATA : Data collected from the source that has already been published
in any form is called as Secondary Data. It includes books, journals, periodicals, E-
journal, general websites and weblogs etc.

 METHODOLOGY USED : My Project is based on Secondary Data Due to the

current pandemic situation it was not possible to visit anywhere and collect data.
I’ve collected all the information digitally through different websites and weblogs.
In this project the Secondary Data are collected from the following sources.
• Annual Report i.e. Statement of balance Sheet and Income statement of the
particular company.
• Text Books
• E-books
• Other material and report published by the company

9
 1.5-ADVANTAGE OF THE STUDY
Easy accessibility –Using a mobile wallet for day to day transactions is really simple to begin
with. Downloading the app and creating a user ID and password is all you need to do here. It
is as simple as logging in to your Gmail or Facebook account from your smart phone.

Simple to load money– You can add money to your wallet in easily via net banking, credit
card or debit card. Being able to store these details saves you from the hassle of entering
these details every time you make a transaction and saves time.

Range of uses– Starting from bill payments for DTH, postpaid, data card and broadband to
buying air, bus or train tickets, you can use an e wallet for a variety of transactions. From
paying at your local kirana stores to paying for your utilities like gas, water and electricity,
the reach of mobile wallets has gone far and wide.

Split bill facility– Being able to split expenses with friends is another big advantage.
Freecharge and Mobikwik users can split their bills simply by entering the amount and the
number of people who are expected to pay their share. These wallets will automatically
generate a link which you can send to people who owe you money.

Ensures timely payments– You can also make use of the auto pay facility to make future bill
payments automatically, from your wallet balance on a pre-determined date.

Incentives and Promotions– Each wallet comes with its own set of incentives. E-wallets give
plenty of money saving avenues through discounts, cashbacks, offers and free gifts. You can
benefit the maximum by going through their offer section and making optimum use of promo
codes.

Quick transfer of funds– Money wallets have made sending and receiving money quick and
easy. And on the top of that, currently there are no transaction charges levied for transferring
money anywhere, anytime, thus making it a more preferable option.

10
 1.5 LIMITATIONS OF THE STUDY
The study conducted and done is analytical subject to following some limitations.

 The study fully depends upon reliable of data information collected from the
secondary source. It is not possible to collect the data on all detailed activities
taken place over the years.
 The overall performance is taken into consideration without taking into the
account of individual values.
 There may be some fractional differences in the calculated ratios.
 Different definitions of capital employed may cause confusion.
 Changes in external environment will affect the comparison.
 Insufficient time available for the study and submission of the project.

11
 1.6 TOOLS AND TECHNIQUES
1.6.1 TOOLS OF DATA COLLECTION

The required data for the study has been collected through questionnaire.

1.6.2 TOOLS FOR DATA PRESENTATION

Table, charts, and graphs are used for data presentation.

1.6.3 TOOLS FOR DATA ANALYSIS

• Weighted average method

• Bar diagram

• Pie diagram

• Percentage

12
 CHAPTER-2

COMPANY PROFILE

13
 2.1 COMPANY PROFILE

PhonePe is a mobile payment platform using which you can transfer money using UPI,
recharge phone numbers, pay utility bills, etc. PhonePe works on the Unified Payment
Interface (UPI) system and all you need is to feed in your bank account details and create a
UPI ID. There is no need to recharge the wallet, because the money will be directly debited
from your bank account at the click of a button in a safe and secure manner. The best thing
about UPI is that it is a 24/7 service and can be used even on bank holidays and weekends.
The app can be downloaded on both Android and Apple phones.

PhonePe Private Limited, PhonePe, is an Indian e-commerce payment system and digital
wallet company headquartered in Bangalore, India. It was founded in December 2015 by
Sameer Nigam and Rahul Chari. PhonePe app went live in August 2016 and was the first
payment app built on Unified Payments Interface (UPI).

The PhonePe app is available in over 11 Indian languages. Using PhonePe, users can send
and receive money, DTH, recharge mobile, data cards, make utility payments, buy gold and
shop online and offline.[7] In addition PhonePe also allows users to book Ola rides, pay for
Redbus tickets, order food on Freshmenu, eaf,fit and avail Goibibo Flight and Hotel services
through microapps on its platform.

PhonePe is accepted as a payment option across 5 million offline and online merchant outlets
covering food, travel, groceries, movie tickets etc. The app crossed 100 million user mark in
June 2018 and also crossed 5 billion transactions in December 2019.

It is licensed by the Reserve Bank of India for issuance and operation of a Semi Closed
Prepaid Payment system.

14
 2.2-HISTORY & FEATURES
HISTORY

FxMart received its licence to operate on 26 August 2014. PhonePe was incorporated in
December 2015. In April 2016, the company was acquired by Flipkart and as a part of the
Flipkart acquisition, the FxMart license was transferred to PhonePe and it was rebranded as
the PhonePe wallet. PhonePe's founder Sameer Nigam was appointed as the CEO of the
company.
In August 2016, the company partnered with Yes Bank to launch a UPI-based mobile
payment app, based on the government-backed UPI platform.
Within 3 months of launch, the app was downloaded by over 10 million users. In 2018,
PhonePe also became the fastest Indian payment app to get a 50 million badge on the Google
play store. The PhonePe app overtook BHIM to emerge as the market leader in UPI
transactions in August 2017.

Features of PhonePe

Recharge and pay bills: Just like other mobile wallet apps in the market, it is
possible to pay utility bills and recharge your mobile number through PhonePe. It is
very easy to recharge your phone using this app. To do so, go to the ‘Recharge’ tab,
enter the amount, choose the bank account and pay for the same at the click of a
button.
Split a bill with a friend with PhonePe: Going for dinner, the movies, or a trip and
wondering how to split the bill? This feature is available on PhoenPe. To split a bill,
go to the ‘Split a bill’ option. This is a very easy and convenient option to split
expenses when you go out as a group.
Send, transfer funds using QR code: One of the other features of the PhonePe app
is the option to send and receive money using a QR code option. You can simply scan
the QR code using the camera of your smartphone.
Single app for UPI: The main advantage of the app is that it is one stop solution for
all UPI transactions. This means that you can have a bank account with any bank and
still use the PhonePe app to link multiple bank accounts in the same app. This
eliminates the need to install multiple apps.

15
 2.3 PRODUCTS AND SERVICES

 Payment systems
 Digital wallets
 Mobile payments
 Online shopping

PhonePe Services” - shall include all services extended / to be extended by PhonePe and
PhonePe entity as a group including but not limited to Pre-Paid Instruments, Gift cards,
Payment Gateway, Recharges and Bill Payments, Insurance, Mutual Funds, Gold sale &
purchase, switch interface/ access including others.

“Service Providers” – Refers to any individual, group of individuals defined under law whose
services are used by PhonePe or PhonePe Entities in order to provide the intended Services to
You through PhonePe Platform.

Business Partners” – Shall refer to any individual, group of individuals defined under law
with whom PhonePe or PhonePe Entities have a contractual relationship and not limited to
Merchants, Advertisers, Deal partners, Financial institutions, switch interface partners.

16
 2.4-MISSION AND VISION

PhonePe was founded with a mission to stand as a universal, seamless, and safe mobile
payments ecosystem. The vision statement of PhonePe reads, "To build a large, scalable &
open transaction ecosystem that creates the maximum positive impact for all stakeholders."

To build a large, scalable & open transaction ecosystem that creates the maximum positive
impact for all stakeholders.

The name of PhonePe sounds quite similar to its peers Google Pay, Paytm, Amazon Pay, and
more because it is essential a payments app. However, PhonePe has an interesting take on the
word "pay." PhonePe writes it as "Pe," thereby evoking the Hindi connotation of the term,
making "PhonePe" sound as "on the phone," which is equally apt because PhonePe is an app
that operates through mobile phones!

PhonePe chose purple to be the primary color and worked out the logo using the Hindi font to
write "Pe", which quickly helps its users recall the Hindi connotation of their brand name.

PhonePe goes by the tagline "Karte Ja. Badhte Ja," which means "Keep doing, keep growing"
written on a very positive note that hints towards the transactions on the app and the
expansion of the business of PhonePe.

17
 2.5-VALUE’S AND PRINCIPLE’S

Values and Principles of PhonePe

Customer First

Our customers are our first and primary stakeholders, and we will only succeed in our vision
if we create long-term value for them by building simple, reliable, and value-additive
solutions.

Positive Disruption

Our business solutions are designed to be inclusive and empowering for all ecosystem
players.

PhonePe - Future Plans

The company has plans to become more profitable by 2022. PhonePe is also helping its users
discover several new products online. It is informing people when, where, and which shops
are open and delivering such products. This is a unique offering. PhonePe has launched a new
chat service for users and merchants it deals with. The payments platform is on track to
achieve something extraordinary in the next 2 years.

18
CHAPTER-3
Data Finding
&
Analysis

19
 3.1 – DATA FINDING

PhonePe has been steaming ahead with its UPI platform coming forth as a formidable player
after processing 868 million transactions worth Rs 1.75 lakh crore during November. The
company’s growing scale is also visible from its 2X growth in FY20.

During FY20, the payments firm has managed to double its revenue from operations which
grew from Rs 184.2 crore in FY19 to Rs 371.8 crore in FY20.

Around 94.2% of the revenue was collected from payment services, amounting to Rs 350.2
crore in FY20, growing 2.18X from Rs 160.8 crore earned in FY19. The remainder 5.8% was
generated from advertising sales which stood at Rs 23.41 crore while another Rs 55.5 crore
was earned via financial instruments during FY20.

Moving over to the expense sheet, at 46.14%, advertising costs accounted for the largest share
of total expenditure. The Walmart group-owned company trimmed down these expenses by
21.6%, dropping down to Rs 1,016.6 crore in FY20 from Rs 1,296.7 crore in FY19.

PhonePe also reduced its spends on employee benefits by 9.8%, which reduced from Rs 532
crore in FY19 to Rs 480 crore during FY20.

The company invested Rs 284.5 crore during the fiscal ended in March 2020 on acquiring
capital assets (including IT Systems and Software) while depreciation and amortization costs
witnessed an uptick of 370%, growing from Rs 23.7 crore in FY19 to Rs 87 crore booked in
FY20.
Another Rs 16.2 crore was spent on building rent and repair which grew by 47.3% during
FY20. PhonePe outsources a number of operational activities to third parties and fellow
Walmart group companies. These outsourced contract service expenses amounted to Rs 208.5
crore in FY20, jumping 3.8X from Rs 54 spent on the same during FY19.

20
 Ancillary payment processing expenditure amounted to Rs 150.1 crore in FY20, growing by
74% as compared to Rs 86.3 crore spent during previous fiscal.

PhonePe’s losses on bad debts and forex transactions ballooned 5X to Rs 48.6 crore during
FY20 while licensing and services expenses grew 2.3X to Rs 24.5 crore during the same
period. Further customer support costs added Rs 53.5 crore to Phonepe’s total expenditure to
Rs 2,276.6 crore during FY20 which grew by only 2.3% YoY.

On the unit level, the company spent Rs 5.93 to earn a single rupee of operating revenue in
FY20, improving by nearly 50% as compared to Rs 11.7 spent for the same in FY19

The payments firm’s efforts to control costs paid off and it managed to reduce its annual
losses by 7%, which stood at Rs 1,771.7 crore in FY20 as compared to Rs 1,904.7 crore it lost
during the previous fiscal. EBITDA margins also improved from -766.3% in FY19 to -395%
in FY20.

21
PhonePe, the Walmart-owned digital payment platform, more than doubled its losses in 2018-
19 to Rs 1,905 crore compared to a year before, according to a registrar of companies (RoC)
filing.

The firm, facing stiff competition from financial technology giant Paytm, as well as Google
Play, has been working hard on gaining market share. Revenue in FY19 rose fivefold, to Rs
245.8 crore. According to previous RoC filings, the net loss in 2017-18 was Rs 791 crore, way
higher than the Rs 129 crore in FY17.

Employee benefit expense in FY19 had risen 308 per cent to Rs 531 crore from a year before.

Google Pay posted a net profit of Rs 5.1 crore in FY19, with revenue of Rs 1,119 crore, an
increase of 2.5 times as compared to the Rs 438.3 crore in FY18. PhonePe has been on an
expansion drive. It has been trying to increase its footprint offline to take on Paytm and
Google Pay, which has made major inroads into tier-III/tier-IV cities and smaller towns.

The company last month announced that its app drove 380 million transactions in August,
with 90 million offline transactions. It claims to be accepted as a payment option across 6.5
million offline stores in 210 cities. According to several reports, the company is independently
trying to raise close to a billion dollars for a next stage of expansion. It claims to have at least
150 million users.

While PhonePe operates its payments system through semi-closed prepaid instrument services
and Unified Payment Interface (UPI), it says it is ‘also actively exploring other business
avenues in the payments and e-commerce space’. PhonePe banks on its offline merchants to
make payments through not only UPI but also credit cards, debit cards and external wallets.

Payment apps like PhonePe, Google Pay, and Paytm are in an increasingly competitive
market. While some incumbents took time to switch to the government-endorsed UPI,
PhonePe, and Google Pay built their systems around the platform. Recently, UPI claimed to
have completed a billion transactions since its launch three years ago.

22
 3.2- Customers perspection on Online Payment and Traditional Payment

A survey was conducted on online paymant in India for the primary data among 50 people.
The analysis of this survey or data is as follows:-

Q1. Do you think online payment is better than traditional payment?

NO =40%
YES=60%

POLL out of 50: Yes – 60%; No- 40%

FINDINGS: The people understand that online payment is better than the traditional payment
because of its nature.

Q2. Overall, how satisfied are you with our online payment service?

very satisfied
satisfied
neutral
unsatisfied

23
 POLL OUT OF 50:very satisfied-28%; satisfied-40%; neutral-20%; unsatisfied-12%

FINDINGS:Majority of peoples are satisfied with online payment but some peoples are also
very satisfied, neutral, unsatisfied.

Q3. Do you trust the security of online payment service?

52

51

50
NO

49 YES

48

47

46
YES NO

Poll out of 50: Yes –52%; No – 48%;

FINDINGS: Majority of the people think that their Account is secured, but not all. Their
security concern should be eradicated. This will attract customers.

Q4. How often do you use online payment?

50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
WEEKLY MONTHLY REGULARLY RARELY

Poll out of 50: Weekly – 20%; Monthly – 44%; Regularly – 8%; Rarely – 28%

24
FINDINGS: Most of the people do not need the services of banks regularly or maybe there is
no need. They may transact with the bank on monthly basis for most of the time.

Q5. What type of transaction do you make in online payment?

50

45

40

35

30

25

20

15

10

0
Check balances Payments Transfer of fund Other

POLL out of 50: Check balances – 44%; Payments – 28%; Transfer of fund – 8%; other -
20%

FINDINGS: The utility of the online payment is service is not used to the extent is should be
and it is being majorly used for the purpose of checking the balance in the account. The reason
for this is the low volume of transactions among the people.

Q6.Are you aware of net payment services offered by the banks?

YES
NO

POLL out of 50: Yes-88%; No-12%

25
 FINDINGS: Itis good for the banks as most of the respondents were aware of the internet
payment and all the services provided under internet payment.

Q7. What benefits do you see in internet payment?

benefits seen by customers

Convenience-16%
Speed-21%
Transparency-53%
Time-10%

POLL out of 50: Convenience-16%; Speed-21%; Transparency-53%; Time-10%

FINDINGS:.Most of the respondents felt that the transparency provided by internet payment
is the highest motivating factor for an individual to use internet payment; rest speed
convenience and time are also the other motivating factors.

Q8. Are you started to use more net payment after covid pendamic?
100
90
80
70
60
50 NO=35%
40 YES=65%
30
20
10
0
YES NO

Poll out of 50: Yes-65%; No-35%

Findings:Most of the people have starting online payment after covid pendamic

26
Chapter 4

27
 4.1- SUMMARY

This study is an attempt to find out the young consumers preference of mobile wallets gate
way for cashless payment. After the demonetization the usage of mobile wallets is increasing
day to day.so, the mobile wallets service method is help to people for bill payment, transfer
money etc….

The first step of the data collection was selecting 50 youngsters from the area. Then the
structured questionnaire, pre-checked and corrected by the guide is distributed among the
selected youngsters after making necessary changes and collected data from the youngsters
directly. The data is classified and analyzed based on the objective of the study.

For the purpose of analysis and interpretation various statistical tools such as percentage,
weighted average, etc.. Are used. On the basis of the analysis, interpreted the results. Then the
data is presented which contains (1)introduction(2)Conceptual Framework(3)data analysis and
interpretation(4)summary,findings,suggestions,conclusion.

28
 4.2-RECOMMENDATION

• There is a recommendation to provide security to the consumers to use mobile wallets.

• The study recommend that to provide the mobile wallets to give the possible information
to the consumers.

• The study reveals the give more privacy to the consumers for the use of mobile wallets.

• The awareness of the mobile wallet providers is rising when compared to the preference
of usage of services.

• To reduce the problems of the usage of the mobile wallets services.

• To give more fast to the services of mobile wallets.

• There is a recommendation to give more usage videos to the consumers to increase their
usage of mobile wallets.

• Besides, as technology advancement in today world ,research study should not just focus
on tradition payment system but also online payment system. Thus, this will be easier for
the future researcher to obtain more information in this particular research topic.

29
 4.3 CONCLUSION

This study examined the young consumer’s preference of mobile wallets gate way for
cashless payment in areekode area. It also aims to find out the consumers preference
towards usage of mobile wallets for cashless payment, consumers level of satisfaction in
using mobile wallets, to understand problem faced by the consumers in using mobile
wallets.

Mobile wallets will play a significant role in day to day life as an increase in
use of smart phone can be seen and people are relying on digital life style to make things
convenient and fast. The respondents get information about the mobile wallets is internet.
The most of the people use mobile wallets is Paytm. Most preferable usage of mobile
wallets is recharge and utility of bill payment. The study implies the today life is more
important to the mobile wallets service such as Paytm, mobikwik bhim, free charge etc…
Mobile wallets has become extremely convenient for a person to make cashless
transaction. After the demonetization the usage of mobile wallets is increasing day by
day. So the mobile wallets service method is help to people for bill payment, transfer
money etc…

30
 BIBLIOGRAPHY

I HAVE TAKEN HELP FROM THE FOLLOWING SITES

SITES

GOOGLE.COM

YOUTUBE.COM

AUTHER

Wharton and Ernst & Young Publish

David Schropfer’s

L.R POTTI

PEOPLE

OUR TEACHER SIR SUMANTA LODH

OUR PARENTS

OUR HELPFUL FRIENDS

31
 QUESTIONNAIRE
Dear sir/madam,

This questionnaire is a part of research project being carried out by NIKHIL AGARWAL,
final year B.Com student, studying in UMESCHANDRA COLLEGE. The topic being
studied is A STUDY ON YOUNG CONSUMER’S PREFERENCE OF MOBILE
WALLETS GATE WAY FOR CASHLESS PAYMENT. Please read all questions
carefully before answering. Answer the questions as completely and honestly as possible.
All your answers are kept confidential and are very important in my research. Your
cooperation in completing this study by responding to following questions would be
greatly appreciated.

1. Name :

2. Age :
A) Below 20
B) 20 – 30
C) 30 – 40
D) 40 – 50
E) Above 50

3. Gender :
A) Male
B) Female

4. Occupation :
A) Business
B) Profession
C) Student
D) Salaried
E) Others

5. Monthly income :
A) Below 10000
B) 10000 - 20000
C) 20000 - 30000
D) 30000 - 40000
E) Above 40000

32
6. Are you familiar with mobile wallets?
A) Yes
B) No

7. If yes, which mobile wallets service you used for making payment?
A) Paytm
B) Mobikwik
C) Bhim
D) Free charge
E) Phonepe
F) Others (specify)

8. Where did you get information about mobile wallets? (Rank the question)

SL.NO. SOURCES OF INFORMATION RANK

1 Internet
2 Friends
3 News paper
4 Journals
5 Television
6 Words of mouth

9. Rate the following reason for you start using the mobile wallets payment gate way services

SL.NO. REASONS Strongly Agree Neutral Disagree Strongly

agree disagree
1 The availability of
mobile payment
gate way services
2 Convenience of
the mobile
payment gate way
services
3 Comfortable with
the security
4 Availability /
acceptance of
services
5 Save time
6 Privacy

33
10. Which one of the following mobile wallets payment service you mostly prefer?
A) Paytm
B) Mobikwik
C) Bhim
D) Free charge
E) Phonepe
F) others (specify)

11. What is your most preferable usage on mobile wallets?(Please put tick applicable to you.)

SL.NO. USE TICK

1 Recharge
2 Utility bill payment
3 Transportation
4 Movie ticket
5 Transfer money
6 Book purchase

12. Why do you prefer mobile wallets over other modes of payment?
A) Time saving
B) Ease to use
C) Security Privacy
D) Others (specify)

13. Rank the attracting factors to using mobile wallets?

SL.NO. FACTORS RANK

1 Time saving
2 Convenience
3 24 hours accessibility
4 Ease to use
5 Security
6 Privacy
7 Discount offer

14. How important is each of the following factors in your decision in choosing mobile
wallets as
a mode of payment?

SL.NO. ITEMS Very Important Neutral Not Not very

important important important
1 Instant
payment

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 2 Convenience
3 Ease to use
4 Security
5 Privacy
6 Discount offer
7 24 hour
accessability

15. How often do you use mobile wallets?

A) Regularly
B) Often
C) Occasionally
D) Sometimes
E) Rarely

16. How much satisfied are you with the mobile wallets service that you have used?

SL.NO. SERVICE Highly Satisfied Neutral Dissatisfied Highly

satisfied dissatisfied
1 Make
payment
2 Reward and
offers
3 Sharing
purchase
information
4 Receive real
time
incentives
5 Privacy
6 Security

17. How will you rate the overall services and facilities on mobile wallets?
A) Excellent
B) Good
C) Average
D) Bad
E) Very bad

18.Are there any obstacle when you use mobile wallets?

A) Yes
B) No

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19. If yes, what are the obstacle you face while using mobile wallets?

SL.NO. PROBLEMS Always Frequently Occasionally Rarely Never

1 Mobile wallets
not save and
secure
2 Possibility of
information theft
3 Delay in
transactions
4 Slow
connectivity
5 Slow
accessibility
6 High charge

20. Do you recommend others to use mobile wallets service?

A) Yes
B) No

21. Suggestion if any:-………………………………………………………………..

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