PROJECT REPORT ON

“CUSTOMER PERCEPTION OF VARIOUS E-PAYMENT GATEWAYS WITH SPECIAL REFERENCE TO BHARAT

PE” REPORT SUBMITTED IN PARTIAL FULFILLMENT OF REQUIREMENT FOR THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

PREPARED BY
ABHIJIT CHAKRABORTY
ROLL NO.: PG/VUOAP 02/MBA IIS NO-283
Registration No. 00698 of 2021-2022
UNDER THE GUIDANCE OF
MR. SUBHOJIT BASU, AREA SALES MANAGER
RESILIENT INNOVATION PVT. LTD. (BharatPe)
ADDRESS: GODREJ GENESIS BUILDING, SECTOR V, KOLKATA
SUBMITTED TO
Eastern Institute for Integrated Learning in Management, Kolkata
AFFLIATED TO
VIDYASAGAR UNIVERSITY
August, Year: 2022
 INTRODUCTION
BharatPe has a different kind of products and services. these are BharaTe Club, BharatPe Speaker, BharatPe Loan, BharatPe Swipe Machine, and
12% of return of investment. BharatPe accept payment from any UPI app like PhonePe, Paytm, Google Pay, BHIM and 150+ others.

• BharatPe Business Model: BharatPe has a very unique Business model and because of this, it has grown exponentially. The major growth of
BharatPe happened during the pandemic. In this time, they devised a smart method to expand. They leveraged UPI to enable absolutely free
transactions. BharatPe was providing this when its competitors were charging fees less than 1.5 %. This is why a lot of vendors started moving
to BharatPe.

• The company has launched the Xtraincome card which is an easy transaction solution, very helpful for business owners. It also gives you a
cashback of 1% whenever you do a transaction with it. These applications are actually solving the main pain points of the businessman. Apart
from this, they have also introduced Bharat Swipe which is an innovative card swapping system. Another product is called BharatPe digital gold.

•  Benefits Of BharatPe Club Membership :Normally You Getting 10% Off Up to Rs.100 Discount On Recharge Using Runs But After
Membership You Will Get 20% Off Up to Rs.100 Discount Using Runs Means Rs.555 Jio Recharge At Rs.455 Only. Good If Have Shop Or You
Do Regularly Friends/Relative Mobile, DTH, Gas Or Electricity.
 COMPANY PROFILE
• BharatPe started its operation in April 2018.
• The firm was co-founded by Ashneer Grover and Sashvat Nakrani in 2018, with its headquarters in New
Delhi, India.
• BharatPe is an Indian fintech company that caters to small merchants and kirana store owners in India .
• The company offers a range of fintech products including interoperable QR code for UPI payments, Bharat Swipe (POS
machine) for card acceptance, Bharat speaker for getting notification and small business financing.
• It also offers merchant loans of up to ₹10 lakh for a duration of 3 to 12 months.
• In June 2021, Reserve Bank of India issued an in-principle approval to Centrum Financial Services Limited to
establish a small finance bank with BharatPe.Till March 2021.
• it has expanded its network to 100 cities across India, including tier 2 and 3 cities, which include the cities of
Guwahati, Vellore, Hosur, Nagpur, Raipur, Bilaspur, Bhubaneswar, Pondicherry, Amritsar, Varanasi, and Agra
. In June 2021
 OBJECTIVE
  To understand customer perception about the various popular payment gateways(Paytm, Google
pay, Phonpe , Bharatpe)

 To expand distribution app by partnering with various retail outlet.

 To compare customer preference of payment gateways based on select factor between the popular
payment gateways.
 RESEARCH METHODOLOGY
1. Are you using BharatPe?
2. How is your experience with BharatPe?
3. Please rate the following popular payment gateways with reference to the following factors. In the scale of 1 to 5
• Strongly Disagree.
• Somewhat Disagree.
• Neither Agree or Disagree.
• Somewhat Agree.
• Strongly Agree.
 DATA ANALYSIS
SERVICE QUALITY
1.6

1.4
STANDARD
BRAND MEAN DEVIATION 1.2

BHARATPE 1.02 1.20 0.8

0.6
PHONEPAY 1.03 1.20
0.4

0.2
PAYTM 1.19 1.36
0
BHARATPE PHONEPAY PAYTM GOOGLEPAY
MEAN STANDARD DEVIATION
GOOGLEPAY 1.10 1.30

INTERPRETETION: From the above-mentioned data analysis we may interpret that the majority of merchants are
satisfied with the service quality of PhonePe and BharatPe stand last in this quality category.
 PROMPTNESS

BRAND MEAN STANDARD DEVIATION

BHARATPE 1.19 1.36

PHONEPAY 1.10 1.30

PAYTM 1.02 1.20

GOOGLEPAY 1.03 1.20

INTERPRETETION: From the above-mentioned data analysis we may

interpret that the majority of merchant’s are satisfied with the prompt service
quality of PhonePe and BharatPe. And they give 1.36+ average rating Paytm
stand last in this quality category.
 RELIABILITY

BRAND MEAN STANDARD DEVIATION

136
GOOGLEPAY 1.19
BHARATPE 1.10 1.30
1.20
PAYTM . 1.03
PHONEPAY 1.02 1.20
1.20
PAYTM 1.03 1.20 PHONEPAY 1.02

GOOGLEPAY 1.19 1.36 BHARATPE 1.10

0 0.2 0.4 0.6 0.8 1 1.2 1.4

STANDARD DEVIATION MEAN

INTERPRETETION: From the above-mentioned data analysis we may interpret that the majority of
merchant’s are satisfied with the Reliability of Google Pay and BharatPe. And Paytm stand last in this quality
category.
 SAFETY

MEAN
STANDARD DEVIATION
BRAND MEAN STANDARD DEVIATION
1.21 1.40
BHARATPE   1.4 1.39 1.4 1.25
1.17 1.39
PHONEPAY    
1.21 1.40
PAYTM    
Google pays 1.01 1.25 1.21 1.17 1.21 1.01

     
B H AR ATP E P H ONEP AY P AYTM Go o gl e p ay

INTERPRETETION: From the above-mentioned data analysis we may interpret that the majority of merchant’s are satisfied with
the Safety of BharatPe and Paytm. And they give 1.40+ average rating google pay stand last in this quality category.
 ACCEPTABILITY

STANDARD
BRAND MEAN DEVIATION
1.21 1.40
BHARATPE    
1.01 1.25 4
3
PHONEPAY     2
1.17 1.39 1
PAYTM     0 0.5 1 1.5 2 2.5 3
1.21 1.40
BRAND
GOOGLEPAY     MEAN
STANDARD DEVIATION

INTERPRETETION: From the above-mentioned data analysis we may

interpret that the majority of merchant’s are satisfied with the Safety of
BharatPe and Paytm. And they give 1.40+ average rating google pay stand
last in this quality category.
 USER FRIENDLY

BRAND MEAN STANDARD DEVIATION

1.01 1.25
BHARATPE    
1.21 1.40
PHONEPAY    
1.17 1.39
PAYTM    
1.21 1.40
GOOGLEPAY    

INTERPRETETION: From the above-mentioned data analysis

we may interpret that the majority of merchant’s are most
friendly with PhonePe and Google pay. And BharatPe stand last
in this quality category.
 FINDINGS

1. Service Quality: we may interpret that the majority of merchants are satisfied with the service quality of PhonePe and
BharatPe stand last in this quality category.

2. Safety: From the above-mentioned data analysis we may interpret that the majority of merchant’s are satisfied with
the Safety of BharatPe and Paytm. And they give 1.40+ average rating googles pay stand last in this quality category.

3. Promptness: we may interpret that the majority of merchant’s are satisfied with the prompt service quality of
PhonePe and BharatPe. And they give 1.36+ average rating Paytm stand last in this quality category.

4. Acceptant: From the above-mentioned data analysis we may interpret that the majority of merchant’s are satisfied
with the Safety of BharatPe and Paytm. And they give 1.40+ average rating googles pay stand last in this quality
category.
5. Reliability: From the above-mentioned data analysis we may interpret that the majority of merchant’s are satisfied
with the Reliability of Google Pay and BharatPe. And Paytm stand last in this quality category.

6. User Friendliness: From the above-mentioned data analysis we may interpret that the majority of merchant’s are most
friendly with PhonePe and Google pay. And BharatPe stand last in this quality category.
 ACHIEVEMENT

Performance Statistic

• Days Intern – 60 Days

• Working Hours – 9:30A.M – 6: 00P.M

• Total Lead Generated/On Boarding – 65+

• Merchant Visit -100+

• No. of Cross Sales in Total =1 

 ADDITIONAL OBSERVATION

 Merchant cannot interact because they used other payment services & they not like because used to other
service.

 BharatPe Merchant App Not Secure because money not transacted in sometime .It’s multimap.

 BharatPe App not give any benefit like cash back.

 Merchant not give pacarana. & Other documents to complete the task.

 People gives less time to talk/interact with them because they always remain in hurry and they have other
works to do.

 Sometime merchant or shop Owenton shop & the neglector install Bharatpe because they didn't know &
now a day in market there many frauds case happen keep in mind they not to be install.
 RECOMMENDATIONS

1. Bharatpe needs to work on its own payment gateway.

2. Improving the app interface.

3. Charging less in products like (speakers & swipe machine etc.)

4. Time avail to service to give knowledge to Bharat pe merchant app.

5. Availing large number of discounts to the merchant.

6. improving the security of the UPI system.

7. After Sale Service.

 LIMITATION

 
• The study was conducted for only two months.
So, the time constraint forces me to use convenience sampling. Hence, the findings can
be biased and cannot be generalised.
 CONCLUSION

• Bharat Pe is a billion dollars company with a valuation of close to USD 1 billion

whereas Others is already in the billion-dollar club.
• We learn convince with the merchant to Install Bharat Pe QR Code & we learn
handle the situation when merchant face difficult to understand Bharat Pe app.