"Use of ATM Card /PayTM Wallet"

As a Management Student we as a team from GNVS Institute of

Management, Sion (E). Working on an IT Project to know how technology
plays an important role in day to day scenario and at what extent.

ANUP PANDEY & DEEPALI PAWAR (GNVS Institute of Management)

12/10/2016
 PROJECT REPORT

ON

COMPARATIVE STUDY OF USERS SATISFACTIOAN AMONG

ATM SERVICE AND PAYTM SERVICE IN MUMBAI.

SUBMITTED BY

DEEPALI S. PAWAR

ANUP D. PANDEY

F.Y.MMS

2016-2017

SUBMITTED TO

PROF.ABUZHAR ANSARI

GNVS INSTITUTE OF MANAGEMENT

GTB NAGAR, SION KOLIWADA (E),
MUMBAI – 400037
 ACKNOWELDGEMENT

It is indeed a great pleasure and privilege for us to present “COMPARATIVE STUDY OF

USERS SATISFACTIOAN AMONG ATM SERVICE AND PAYTM SERVICE in
MUMBAI” region in the year 2016-2017.
We take immense pleasure in thanking to Mr. ABUZAR ANSARI for giving us an
opportunity to do this project and for their valuable suggestion and guidance. We also wish to
thank computer lab sir for directly or indirectly involved in our project completion.
At last we would like to thanks once again to our faculty sir Mr. ABUZAR ANSARI whose
sincere support has unable us to each and every step and his experience always give us the
right direction to achieve our goal.
 ABSTRACT

ATM : Automated Teller Machine

Donald C Wetzel is given credit for developing the machine for Docutel.
Docutel was the first to apply for a patent and is credited by the Smithsonian Museum as
inventor of the ATM. In 1987, India get one when the Hongkong and Shanghai Banking
Corporation introduces the ATM concept in India in 1987.

PayTM : Pay Through Mobile

Paytm is an e-commerce company in India. Paytm started with a mission

to create mobile payment system for India and named that Pay Through Mobile (was written
as PayTM in early days), according to Vijay Shekhar Sharma, founder of Paytm.

Paytm is an Indian e-commerce website headquartered in Noida, India. It

was launched in 2010 and adds to the industry of FinTech in India. It is owned by One97
Communications.

The aim of this paper is to examine the customer satisfaction in ATM

service provided by banks or Paytm service provided through banks in overall Mumbai. For
this investigation primary data are the main tools. To study the factors which influence the
customer to select ATM services or Paytm services. To know the level of satisfaction of
customers in ATM services as well as Paytm services. To go through regarding what problem
faced by using ATM service as well as Paytm service .
OBJECTIVES OF THE STUDY

 To study the factors which influence the customer to select ATM services or PayTM
services.

 To know the level of satisfaction of customers in ATM services as well as PayTM

services.

 To go through regarding what problem faced by using ATM service as well as PayTM
service.

STATEMENT OF THE PROBLEM

In today’s techno-based banking, the ATM service as well as PayTM
service has become indispensible. To ensure that the services of Indian banks are properly
rendered, the socioeconomic characteristics of the customers have to be studied. Today’s
customers are more dynamic in their thinking. Their taste, needs and preferences keep
changing as per the current situations.
Therefore customers satisfaction is an important factor for capturing the
market and also for retaining the existing ones. With this as the backdrop, the present study
analyzes the level of satisfaction among the ATM service and PayTM service customers, and
factors that influence the customers.
INDEX

Sr.No Topics Page no

1.0 INTRODUCTION 01

2.0 RESEARCH METHODOLOGY 02

3.0 FINDINGS 03

4.0 TOOLS USED FOR DATA ANALYSIS 04

5.0 DATA ANALYSIS AND INTERPRETATION 04

5.1 Demographic profile of Respondents 04

5.2 Testing Of Hypothesis 04

6.0 CONCLUSION 05

7.0 REFERENCES 06

8.0 APPENDIX 07
1. INTRODUCTION

There have been tremendous growth and diversification in banking

activities over the last one-and-a-half decades. Development of a sound and adequate
information system has become a necessity to meet the challenges of growth and
diversification. The Banking Commission and the Reserve Bank of India have appointed
various committees from time to time.

At the time of manual transactions, an account holder had to wait for

hours at the bank counters for getting a draft or for withdrawing his own money. Now, for
banking transactions customers are no longer prepared to wait for information or services.
So as per the increasing need of IT, Banks have now started to provide a wide variety of
delivery channels like ATM machine as well as PayTM services for their customers.

The use of ATMs is increasing by the day. ATM offers the following services:-

 Cash transactions from the customer’s account.

 Extended hours services i.e. 24 hours transaction facility available.
 Provides the account information and printing the statement of accounts.
 Depositing of Cheques.
 Request for cheque book, standing instructions and statement of accounts.

The use of PayTM is also increasing by the day. PayTM offers the following services:-

 Online shopping
 Bill payment
Landline
Electricity
Mobile
Gas
Data card
Water
Insurance
 Book & pay
Hotels
Movie Tickets
Bus Tickets
2.RESEARCH METHODOLOGY

In order to examine the customer satisfaction and the factors influencing to

Choose within ATM services or PayTM services, a survey was conducted.

 For this purpose a structured questionnaire was prepared which consists of 15

questions that dealt with various aspects of demographic variables, factors that
influence the customers to choose among with the ATM services and PayTM
services .
 The parameters that signify the customer satisfaction. The sample unit consists
of 78 sample respondents. Purposive sampling technique was adopted in the
selection of sample units.
 The questionnaire consists of THREE slabs
a. Personal Information.
(Name,Gender,location,Age,Occupation)
b. Preference of Users to choose among ATM services and PayTM
services and heights to use it.
(Bank Details, Choices of preference, length of uses the services,
purpose to use of their services, Problems under services, Satisfaction
level among the preference services)

c. Conclusion. (Opinion & Suggestions)

3.FINDINGS

There are so many banks providing ATM service as well as PayTM service.
Let us concentrate among these two service provided by bank which one is most preferable
by customer in today’s scenario.

Sr.No Bank Services Users Rank

1 ATM 58 1
2 PayTM 20 2

Bank Services Users

PayTM
26%

ATM
74%

As per this survey ATM users are on higher 58 respondent i.e 74%. Whereas
PayTM users are limited 20 respondent i.e 26%. Hence we targeted to examine the
respondents who utilize the Bank service at any cost. The study was based on primary data
collected from the various customer.
4.TOOLS USED FOR DATA ANALYSIS

For analyzing the data, percentage, chi-square test and Ranking Analysis
were applied. For testing the hypothesis, Chi-square test was employed at 5% level of
significance.

5.DATA ANALYSIS AND INTERPRETATION:

5.1 Demographic profile of Respondents:

Data was analyzed to find out the demographic profile of the respondents, and hypothesis
was tested, as this may influence the customer satisfaction.

5.2 Testing Of Hypothesis

 Gender Users among ATM services and PayTM services

Gender Based Users

Male Female

35

23

13
7

ATM PAYtm
  Occupation and Customer Satisfaction of ATM Users

Table no- 1.1

Level of satisfaction Total

Not Fully
Satisfactory Satisfactory Satisfactory
Student 3 28 0 31
OCCUPATION

Service 0 14 4 18
Self Employed 0 7 1 8
Home Maker 1 0 0 1
Total 4 49 5 58

Not Satisfactory Satisfactory Fully Satisfactory

28

14

7
3 4
0 0 0 1 1 0 0

Student Service Self Employed Home Maker

Home
Satisfactory Maker
Self 0%
Employed
14%

Service Student
29% 57%

Inference
From the above table 1.1 it indicate that STUDENT are of majorly “Satisfactory
level” where as in the case of the one who is in SERVICE have majorly “Fully satisfactory”
as well as there is rare case in “Not satisfactory” level. In other words the Occupation of the
respondents influence the level of satisfaction among in their professions.
  Occupation and Customer Satisfaction of PayTM Users
Table no:1.2

Level of satisfaction Total

Not Fully
Satisfactory Satisfactory Satisfactory
Student 0 13 1 14
OCCUPATION

Service 0 4 0 4
Self Employed 0 2 0 2
Home Maker 1 0 0 1
Total 1 19 1 21

Not Satisfactory Satisfactory Fully Satisfactory

13

4
2
1 1
0 0 0 0 0 0 0

Student Service Self Employed Home Maker

Self Home
Employed
Satisfactory Maker
11% 0%
Service
21%

Student
68%

Inference
From the above table 1.2 it indicate that STUDENT are of majorly “Satisfactory
level” where as in the case of the one who is in SERVICE are also “Satisfactory” but less as
compare to Students; as well as there is rare case in “Not satisfactory” level. In other words
the Occupation of the respondents influence the level of satisfaction among in their
professions.
6. Conclusion
From this survey it has been seen that the age between 15 to 35 are very much
proficient with the current technology i.e PayTM. We can identify that coming decades we
are going to use paper less money.

7.References

https://simple.wikipedia.org/wiki/Automated_teller_machine
https://paytm.com/about
https://en.wikipedia.org/wiki/Cash_machine
8.APPENDIX

Questionnaire on "Use of ATM Card / PayTM Wallet"

i. Candidate Name ?
_______________

ii. Your gender ?

 Male
 Female

iii. Location you belong to ?

________________

iv. Which Age group you belong to ?

 15 to 35
 35 to 50
 50 to 60
 Above 60

v. Your Occupation ?
 Service
 Self employed
 Student
 Home maker

vi. In Which Bank do you maintained your Account?

 Public Sector Banks
 Private Sector Banks
 Co-operative Banks
 Foreign Banks

vii. Do you use multiple Bank Account ?

 Yes
 No
viii. What is your preference for transaction in current scenario ?
 ATM Card
 PayTM Wallet

ix. How frequent do you use this services ?

 Daily
 Several times in a week
 Once in a week
 Twice a month

x. What kind of transaction you use with your services ?

 Money Transfer
 Shopping
 Mobile prepaid recharge
 Others

xi. What kind of problems have you encountered while using your services ?
 Internet problem
 Inserting Card incorrectly
 Wait in long Queues
 Take lots of time for transaction
 Failure in customer service

xii. How do you rate the response of your Services with regards to speed of
transactions ?
 Poor
 Fair
 Good
 Excellent

xiii. What is your overall satisfaction rating with your services ?

 Not Satisfactory
 Satisfactory
 Fully Satisfactory
xiv. State your opinion about your services ?
_________________________________.

xv. Suggest a new service to be added by your bank ?

_________________________________.