DISSERTATION PROJECT REPORT

SUBMITTED IN THE PARTIAL FULFILMENT OF

THE REQUIREMENTS OF AMITY University
for the of the degree of
BACHELOR OF BUSINESS ADMINISTRATION
for the session 2021-2024.

DECLARATION BY THE STUDENT

I ,KASHISH SOGANI hereby declare that the project titled Evaluating the
problems of human resource management and their impact on organisational
performance has been carried out by me during my ‘DISSERTATION’ and is
hereby submitted in the partial fulfilment of the requirement of the AMITY
UNIVERSITY for the award of the degree of Bachelor of Buisness Administration .
To the best of my knowledge , the project undertaken , has been carried out by me
and in my work .

The contents of this report are original and this report has been submitted to
AMITY UNIVERSITY Haryana and it has not been submitted elsewhere for the
award of any Certificate/Diploma/Degree etc

i
NAME OF THE STUDENT – Kashish sogani

ENROLL NO – A500057921008

ii
 CERTIFICATE OF APPROVAL

This dissertation Report by ‘KASHISH SOGANI’ Titled ‘consumer adoption on

digital wallet’
. Is approved in quality and form and has been found to be fit for Partial fulfillment
of requirements of AMITY UNIVERSITY HARYANA for the award degree of
Bachelor of Business Administration.

APPROVAL OF THE AMITY BUSINESS SCHOOL AND AMITY UNIVERSITY

CERTIFICATE FROM FACULTY MENTOR

This is to certify that Ms KASHISH SOGANI Roll No. A500057921008, a student

of BBA(B&F).(2021-2024), has undertaken the ‘Dissertation Project’ titled
“CONSUMER ADOPTION ON DIGITAL WALLET”

The Project report Is hereby submitted by the student for the partial fulfillment of
requirement for the award of Bachelor of Business Administration, under my
supervision. To the best of my knowledge, this project is the record of authentic
work carried out during the academic year (2021-2024) and has not been
submitted anywhere else for the award of any Certificate/Degree/Diploma, etc

SIGNATURE

Name of the faculty mentor – Dr RISHI MANRAI

Designation of the faculty mentor- Assistant professor: Amity Business School and
management, Amity University

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 ACKNOWLEDGEMENT

I take this opportunity to thank my faculty mentor DR. RISHI MANRAI , AMITY
UNIVERSITY , for her valuable guidance , closely supervising this work with
helpful suggestion , which helped me to complete the report properly.

More importantly her valuable advice and support helped me to put some creative
efforts on my project. She has really been insipiration and driving for me has
enriched my raw ideas with her vast knowledge and experience .

Specifically, I would also give special thank to my parents whose blessing and
love enabled me to complete this work properly as well

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 Table of content
ABSTRACT

LIST OF TABLES

LIST OF CHARTS

1 INTRODUCTION 1-4

1.1 Introduction 1

1.2 India and internet population 2

1.3 Objectives of the study 3

1.4Scope of the study 4

2 REVIEW OF LITERATURE 5-7

2.1 list of reviews 6,7

3 RESEARCH METHODOLOGY 8-9

3.1 Research design 8

3.2 Sampling method 9

3.3 Sources of data 9

3.4 Structure of questionnaire 9

3.5 Sample size 9

3.6 Period of study 9

4 DATA ANALYSIS AND 10-21

INTERPRETATION
5 FINDINGS AND SUGGESTIONS 22-23

5.1 Findings 22

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 5.2 Suggestions 23

6 SUMMARY AND CONCLUSION 24

6.1 Conclusion 24

REFERENCES 25-26

APPENDIX (questionnaire) 27-29

List of tables

TABLE. NO TITLE PAGE. NO

4.1.1 Gender of the respondents 10

4.1.2 Education qualification of the respondents 11

4.1.3 Marital status of the respondents 12

4.1.4 People awareness regarding E wallet 13

4.1.5 Where did the respondents receive information 14

about E wallet
4.1.6 Usage of E wallet for financial transaction 15

4.1.7 Preferness on E wallet over other mode of payment 16

4.1.8 Device on which E wallet is used 17

4.1.9 Type of E wallet of the respondents 18

4.1.10 Purpose of using E wallet by the respondents 19

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4.1.11 Usage of E wallet of the respondents 20

4.1.12 Future usage on E wallet of the respondents 21

List of charts

TABLE. NO TITLE PAGE. NO

4.1.1 Gender of the respondents 10

4.1.2 Education qualification of the respondents 11

4.1.3 Marital status of the respondents 12

4.1.4 People awareness regarding E wallet 13

4.1.5 Where did the respondents receive information 14

about E wallet
4.1.6 Usage of E wallet for financial transaction 15

4.1.7 Preferness on E wallet over other mode of payment 16

4.1.8 Device on which E wallet is used 17

4.1.9 Type of E wallet of the respondents 18

4.1.10 Purpose of using E wallet by the respondents 19

4.1.11 Usage of E wallet of the respondents 20

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4.1.12 Future usage on E wallet of the respondents 21

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 CHAPTER- 1 INTRODUCTION
1.1 Introduction

The digital revolution continues to transform most aspects of our daily life. In
particular, the digital revolution has resulted in the vertical convergence of business
channel capacities. The digital revolution also continues to transform the public
sector organizations and services.

A next step in the digital revolution is the transformation of the time honoerd
traditional physical wallet into the e-wallet.

Virtual cash or Cashless Transaction is an upcoming technology that has seen a

tremendous growth in the past year. Cashless payments are now becoming a
popular trend in almost every field. Be it E-Commerce websites or DTH recharge.
Cashless services are proving to be the future of transaction services, with minimum
or no use of physical cash. It is also being considered an alternative to plastic cash.

E-wallet is a type of electronic card which is used for transactions made online
through a computer or a smartphone. Its utility is same as a credit or debit card.
An E-wallet needs to be linked with the individual’s bank account to make payments.
E-wallet is a type of pre-paid account in which a user can store his/her money for
any future online transaction E-wallet has mainly two components, software and
information. The software component stores personal information and provides
security and encryption of the data.

1.2 INDIA & INTERNET POPULATION

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India, with 1,270,272,105 (1.27 billion) people is the second most populous country
in the world, while China is on the top with over 1,360,044,605 (1.36 billion) people.
[10] The figures show that India represents almost 17.31% of the world's population,
which means one out of six people on this planet live in India. Although, the crown
of the world's most populous country is on China's head for decades, India is all set
to take the numerous positions by 2030. With the population growth rate at 1.58%,
India is predicted to have more than 1.53 billion people by the end of 2030. [11]

India is currently having online population of 213M, among them 60% are males and
40% are females. In have 110 M mobile internet users, among them 80% are males
and 20% are females. 176M of the total internet population are part of Social Medias.
[11]

India has bypassed Japan to become the world’s third largest Internet user after
China and the United States, and its users are significantly younger than those of
other emerging economies, global digital measurement and analytics firm comScore
has said in a report. Riding on a 31% year-on-year increase, India’s online
population grew to 73.9 million. With an extended online universe in excess of 145
million the market is at a tipping point for online businesses. The numbers are lower
than other recent estimates, possibly reflecting comScore’s methodology that only
factors in PC and laptop-based Internet usage.

1.3 Objectives of the study

It’s fascinating to figure out why people nowadays love using E-wallet compared to
using cash in hand or cash in banks in this 21st century. Thus, I had decided to
conduct an e-wallet based research. To this end, we conducted an online survey to
collect data mainly from teenagers.

Primary research objective: To determine the pros and cons of E-wallet.

1) To analyse the intention of users for adopting the E wallet.

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2) To analyse the satisfaction level and to know the preference of users whether they
will continue to use the service in the future .

3) Determine the specific factors that attract a customer to E-wallets.

4) To determine the E-wallets which the users like most.

5) To determine the payment method which users prefer.

1.4 Scope of the study

• Find how far people are aware and attracted towards the mobile wallet.

• This study is helpful to the organization for conducting further research.

• Find the drawbacks and to overcome in specific areas.

• This study helps to know the various quality measures that are followed in
transaction.

• To find the satisfaction of the customer on E wallet

CHAPTER -2 REVIEW OF LITERATURE

Review of literature

Review of literature shows the previous studies carried out by the researcher in this
field. Previous studies are previewed in order to gain insight in to extent of

3
researcher. The research problem can be more understood and made specific
referring to theories, reports, records and other information made in similar studies.
This will provide the researcher with the knowledge on what lines the study should
proceed and serves to narrow the problem.

2.1 Lists of reviews

Doan (2014)- he conducted a study to understand consumer adoption on mobile

wallets in Finland area. This research was designed in a quantitative method using
questionnaire which was sent to potential respondents in Finland. The study
measures the market condition of mobile wallets users. The study findings reveal
that the usage of mobile wallet is only in the initial stage and respondents are
showing positive attitudes towards usage of mobile wallets. Research concluded
that the trust factor reveal the positive or negative impact on adoption of user,
depending on the user satisfaction and user’s situation.
Govender & Sihlali (2014) -they explored the factors determine the adoption of
mobile banking (m-banking) services among students who are more technically
knowledgeable. The questionnaire is prepared based on the qualitative approach.
Based on the extension of the Technology Acceptance Model, the theoretical
framework is developed to investigate the factors that determine student’s
acceptance of mobile banking. The constructs of TAM for mobile adoption such as
Perceived Ease of Use, Perceived usefulness, Perceived Value, Trust Intention to
Use, and Usage Behaviour were used.

Cabanillas et.al., (2015)- they have developed a model to examine user’s intention
to use mobile payment based on TAM and MPTAM (Mobile Payments Technology
Acceptance Model). The study was investigated the moderator effect of the user’s
age between the subjective rules and the facility of use. The survey has been
conducted among the 2012 national panel of internet user (physical & virtual). The
analysis of data shows that an internet user’s behavior is influenced by their intention
to use new tools. The study findings show that most of the younger mobile payment
users are satisfied and accepted the mobile technology tools when compared to
older mobile users. This study has indicated that older consumers are the stronger
relationship between facility to use and subjective rules. So the mobile technology

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provider should give more attention to older consumers to create knowledge about
usable of new tools.

Meuthia (2015)- the study has been investigated that empirically the experiences of
users’ satisfaction on e-money adoption in Indonesia. In this study the trust was
considered as an important factor for e-money adopt, and at the time of promotes
the system quality and participation. The data was collected from 117 e-money
respondents in Indonesia. The result shows that users’ satisfaction is determined
based on system quality and participation of users. The research proposed that trust
factors have high level followed by the others stimulants variables. The study
concluded that trust and distrust were strongly influenced the level of users’

satisfaction on e-money adoption in Indonesia.

Liu & Tai (2016)- they have conducted a study in Vietnam to analyze the factors
influencing the consumer’s intention to use mobile payment services. The variables
considered for the study to determine consumer’s intention to use of mobile payment
services are mobility, mobile payment knowledge, convenience, compatibility, ease
of use, usefulness, risk, trust, and safety. The two variables namely perceived ease
to use and perceived usefulness was extracted from the TAM model which was
deemed as a suitable model to study consumers’ response and behaviors when a
new product is introduced. The data has been collected from 604 respondents. The
result shows that among the four external variables compatibility has a strong
influence on ease of use and perceived usefulness is found to be a positive impact
on the intention to use M-payment. The study highlighted that trust and safety have
no direct impact on usefulness but it has a direct impact on the intention to use
mobile payment.

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Singh & Gupta (2016) -They have conducted a study to identify various factors
influence on the adoption of mobile wallet payment among customers They
considered the various variables for the study are Convenience, Trust, Security, and
Adaptability which have an impact on the satisfaction of mobile wallet usage. The
study was conducted in the Kurali city, District of Punjab. Pearson's Correlation
Analysis was to investigate the relationship between the different basic variables of
the study. The study findings show that mobile wallets are considered as the futures
of cash.

Ahuja & Joshi (2018) -have studied about the customer perception concerning
Mobile wallets. In this study they examined that the factors exploration technique is
used to classify the factors which influence customer opinion towards Mobile wallets.
The study has been conducted about the different types of mobile wallets in India.
The data is collected from both secondary data and primary data. The survey was
conducted among 139 mobile respondents in the telecommunication industry.

CHAPTER 3 RESEARCH METHODOLOGY

3. Research methodology

Research methodology is the specific procedures or techniques used to identify,

select, process and analyze information about a topic. In a research paper, the
methodology section allows the reader to critically evaluate a study’s overall validity
and reliability.

3.1 RESEARCH DESIGN

Research design is the framework or plan for a study that guides the collection and
analysis of the data. It is a map or blueprint according to which research is to be
conducted the research design is given below-

 NATURE OF RESEARCH:
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The research design followed for this study is descriptive research for analysing the
collected data, an in-depth research analysis was framed and various statistical
tools and techniques were also used for the purpose.

 DESCRIPTIVE METHOD:
Descriptive research includes surveys and fact findings enquiries of different kinds.
The major purpose of descriptive research is description of the state of affairs as it
exists at present. The method of research utilized in descriptive research are survey
methods of all kinds, including comparative and correlation methods.

3.2 SAMPLING METHOD

3.2.1 Convenience sampling method

• A convenience sampling method is one of the main types of
nonprobability sampling methods.
• A convenience sample is made up of people who are easy to
reach.

3.3 SOURCES OF DATA

Data collection is the term used to describe a process of preparing and collecting
data.

3.3.1 primary data – Questionnaire given to 104 respondents.

3.3.2 secondary data – Websites and online, published reports & Review of
literature from published articles.

3.4 STRUCTURE OF QUESTIONNAIRE

Questionnaire is divided into two sessions. First part was designed to know the
general information about the respondents. Second part contained the respondent’s
opinions about the brand.

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 3.5 SAMPLE SIZE
The size of the sample is 104. Sample collected directly from the respondents with
the help of a questionnaire. The collected sample is in the method of convenience.

3.5.1 SAMPLING AREA

Data collected area- India

3.6 PERIOD OF THE STUDY

The duration of the study is from december 2021 to february 2021 which is a three
months of study.

CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

4.1.1 Gender of the respondents

s.no particulars No of respondents percentage

1 Male 92 88

2 Female 12 12

total 104 100

According to the data it shows that 88% of the respondents are male and 12% of

the respondents are female.

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 Gender

12%

male
female

88%

Inference

From the collected data 88% of the respondents are male.

4.1.2 Education qualification of the respondents
s.no particulars No of percentage
respondents
1 Less than degree 19 18

2 Degree 60 58

3 Post graduation 25 24

4 diploma 0

total 104 100

According to the qualification data of the respondents 18% has less than
degree,58% has a degree,24% are post graduates 0% in diploma.

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Inference

From the collected data 58% of the respondents are degree holders.

4.1.3 Marrital status of the respondents.

s.no status No of married and percentage
unmarried
1 Married 20 19

2 Unmarried 84 81

total 104 100

According to the collected data it shows that 19% of the people are married and 81%
of the people are unmarried.

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 marrital status

19%

married
unmarried

81%

Inference
From the collected data 81% of the respondents are unmarried.

4.1.4 people awareness regarding e wallet.

S no particulars No of people Percentage

1 Fully aware 33 32

2 Partially aware 67 64

3 Not aware 4 4

Total 104 100

According to the collected data 32% of the respondents are fully aware of E
wallet,64% of the respondents are partially aware and 4% of the people are not
aware.

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 People awareness regarding E wallet

4%

32%
fully aware
partially aware
not aware
64%

Inference

From the data collected 64% of the respondents are partially aware of the E wallet.

4.1.5 where did the respondents receive information about e

wallet
S.no platform Total percentage
1 Social media 27 26
2 Friends 66 63
3 Magazine/television 11 11
Total 104 100

According to the collected data it shows that 26% of the respondents receive
information about E wallet through social media, 63% through friends, 11% through
magazine and television.

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 Information about E wallet

11%
26%
social media
friends
magazine/television

63%

Inference

From the collected data 63% of the respondents received information about E
wallet through friends.

4.1.6 usage of e wallet for financial transaction.

s.no particulars No of percentage
respondents
1 Yes 97 93

2 No 7 7

Total 104 100

According to the collected data it shows that 93% of the respondents use the E
wallet for financial transaction,7% of the people does not use it for the financial
transaction.

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 financial transaction

7%

yes
no

93%

Inference

From the collected data 93% of the respondents use E wallet for their financial
transaction.

4.1.7 preferness on E wallet over other modes of payment.

s.no particulars No of percentage
respondents
1 Time saving 27 25.9

2 Ease of use 53 52

3 Security 23 22.1

Total 104 100

According to the collected data 25.9% of the respondents use E wallet for time

saving,50.9% for ease of use,22.1% for security.

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 Need for E wallet

25.9
22%
time saving
ease of use
security

52%

Inference

From the data collected 52% of the respondents are using E wallet for ease of use.

CHAPTER 5 FINDING AND SUMMARY

5.1 Findings

• From the data collected 88% of the respondents are male.

• From the data collected 58% of the respondents are degree holders.

• From the data collected 81% of the respondents are unmarried

• From the data collected 64% of the respondents are partially aware of the E
wallet.

• From the collected data 63% of the respondents received information about the
E wallet through friends.

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• From the data collected 93% of the respondents use E wallet for their financial
transaction.

• From the data collected 52% of the respondents are using E wallet for ease of
use.

• From the data collected 69% of the respondents using smart phone.

• From the data collected 37% of the respondents are using google pay.

• From the data collected 44% of the respondents are using the E wallet for money
transfer,recharge and utility bills.

• From the data collected 51% of the respondents are using E wallet daily.

• From the data collected 40% of the respondents are likely to use E wallet in
future.

5.2 Suggestions

• Create a unique password for your digital wallet.

• Always use secure network connections.

• Avoid redirects during the payment process.

• Install apps from the sources you trust.

• Pay attention to the features

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• Keep the payment information as secure as possible.

CHAPTER 6 CONCLUSION

6.1 Conclusion

E-Wallet is one of those programs which is a real pleasure to use and it has been
so well thought out. There are a host of features and the program remains so very
simple to use. Consumer can ignore all the customization and use it just as
effectively with the default settings and selections. Although E Wallet still have some
disadvantages in term of interoperability and standardization of security and formats
but still e-Wallet is the best in transaction application compare to others. This study
shows that the three major factors which play an important role in consumer
adoption are convenience in Ease of use, quick online transaction and usefulness
of E-wallet. Users of E wallet are satisfied with the services provided to them. But
users are neutral about transaction safety and95% 0f the people are satisfied with
the use of E wallet.The most adored feature of E- wallet is that it is a hassle free
mode of making an online payment. So, E wallet is performing well in terms of
privacy, transaction time, discounts, offers and customer satisfaction.

Reference
1. Aijaz A. Shaikh &HeikkiKarjaluoto (2016)-Mobile banking services
continuous usage – Case study of Finland.

2. Ajax Persaud and Irfan Azhar (2012) “Innovative mobile marketing via
smartphones Are consumers ready?”, Marketing Intelligence & Planning, Vol.
30 No. 4, 2012, pp. 418-443, DOI 10.1108/02634501211231883, Emerald

17
 Group Publishing Limited 0263-4503
3. Anjali Ahuja &Richa Joshi (2018) “Customer Perception towards Mobile
Wallet”, IJRDO-Journal of Business Management - ISSN: 2455-6661.

4. BasavarajNageshKadamudimatha (2016) “Digital Wallet: The next way of

growth” - International Journal of Commerce and Management Research.

5. Dennehy, D. &Sammon, D., 2015. “Trends in mobile payments research: A

literature review”, Journal of Innovation Management, 3(1), pp. 49-61.

6. Dr. ShilpiSaraswat& Dr. Mona Mehta (2017) “Cashless Transaction:

Challenges faced by the Consumers” –: International Journal of Research
Culture Society, ISSN: 2436-6683 Volume-1, Issue-10, Dec-2017.

7. Finbarr Toesland (2016) “Transaction banking faces the mobile Challenge”–

64th African Banker 3rd Quarter Special Report-“Financial Technology”

8. F. Liébana-Cabanillas, M. Martínez-Fiestas, F. Rejón- Guardia, & F.

MuñozLeiva, Gender as a Moderating Element of Customer Satisfaction with
Electronic Banking? An Empirical Study, The International Journal of
Management Science and Information Technology, 5(2015): 1-33.

9. Gia-Shie Liu, Pham Tan Tai (2016) “A study of factors affecting the intention
use mobile payment services in Vietnam” - Economics World, Nov.-Dec.
2016, Vol. 4, No. 6, 249-273, doi: 10.17265/2328-7144/2016.06.001.

10. Irene Govender& Walter Sihlali (2014) “A study of mobile banking adoption
among University Students using an extended TAM” Mediterranean Journal
of Social

APPENDIX(Questionnaire)
1. Name

2. Gender
a) male
b) female

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 c) other
3.education qualification

a) less than a degree

b) degree
c) post graduate
d) diploma

4. marital status

a) married
b) unmarried

5. Are you aware regarding the functionality on E wallet

a) fully aware
b) partially aware
c) not aware

6. Where did you get information about E wallet

a) social media
b) friends
c) magazine/television

7. Do you use E wallet for financial transaction

a) yes
b) no
8. Why do you prefer E wallet over other mode of transaction

a) time saving
b) ease of use
c) security

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 9. Which device do you use on making the payment via E wallet

a) smart phone
b) computer
c) both

10. Which E wallet do you prefer most of the time

a) pay tm
b) google pay
c) google wallet
d) phone pay

11. What are your purpose of using E wallet

a) money transfer
b) recharge
c) utility and bill payment
d) all the above

12. How many times have you used E wallet

a) once
b) 5-10 times
c) More than 10 times

13. How often do you use E wallet

a) Daily
b) Weekly
c) Monthly

14. Would you want to continue use E wallet

a) Very likely
b) Likely

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 c) Neutral
d) Unlikely
e) Never

15. your ratings for online wallet

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