A comparative study of various e-payment gateways based on select factors and business development on behalf of BharatPe.

1. A REPORT ON
A CUSTOMER PERCEPTION STUDY ON SERVICE QUALITY OF 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
Mr. SUJIT DAS
Roll : PG/VUOAP 02/MBA-IIS/NO.312
VU Registration No with year: 00727 of 2021-2022
Subject Specialization Major : MARKETING
Subject Specialization Minor : FINANCE
UNDER THE GUIDANCE OF
Mr. ABHINASH KR. SHARMA
(ASM) Area Sales Manager-Sales Department)
(BHARAT PE)
SUBMITTED TO
Eastern Institute for Integrated Learning in Management, Kolkata
(Affiliated to Vidyasagar University)
August, 2022

2. COMPANY PROFILE
Bharat Pe is a QR code based payment app for offline businessmen and retailers. The
company has its headquarters in New Delhi, but there are around 5 more offices of
Bharat Pe across the country. The app, which allows its users to accept UPI payments for
free through the Bharat Pe QR code, is hugely beneficial for the small merchants and
kirana stores and their owners. Along with offering easy and interoperable QR codes for
effortless UPI payment, Bharat Pe also extends Bharat Swipe (POS machine) for card
acceptance and small business financing. Furthermore, the company also offers
merchant loans 10,000 to 10,00,000 that can be availed for a duration of 3 to 12 months.
The Bharat Pe app powered by efficient QR code payments helps its users to sign in
immediately, and instantly start receiving the funds in their bank account. Bharat Pe
started with a mission to make payments free for all its users. Its intention is to help all.

3. OBJECTIVE OF THE STUDY
To Understand customer perception about the various popular payment gateway
(Paytm,GooglePay,Phonepe& BharatPe)
To expand distribution of BharaPe App by recruiting with various retail outlets
To Compare Customer Preference Of Payment Gateway Based on selected factors
between the popular payment gateways.

4. METHODOLOGY
 Initially, I have done promotional activities and one on one interaction with 1000 people from
different areas and those are Sodepur,Sealdah, Barrackpore, Bally , Belghoria , Ruby,
Ultadanga, Dum Dum, Hatibagan, Rajarhat.
 Then I talked to them and gave them the detailed knowledge about Bharat Pe products and its
discount by providing them the leaflets and contact details of the Payment Gateway and tooked
the respondent name any contact number.
 I also asked them that if they have any requirement regarding E-Payments and if they have
requirements then I tooked order from them on the spot and called them after reaching the QR
Codes and placed their order.
 After reaching the Bharat Pe App I have to do the data entry part on the Bharat Pe App
computer by opening their registered account/dashboard by login from Bharat PE to register all
the respondent name and phone number.
 Additionally, I carried out a survey amongst existing customers of Bharat Pe and the extended
speakers.
 This was done on one-to-one basis using a self-developed questionnaire.
 Subsequently, frequency analysis was done of the data obtained and the findings are reported.
Due recommendations are made based on the findings.
 The sampling tool used for this research purpose are Pie-charts and Bar-diagrams

6. DATA ANALYSIS AND
INTERPRETATION
SERVICE QUALITY
Brands Average Rating
Bharat Pe 3.18
PayTm 3.91
Gpay 3.55
Phone Pe 4.22
SERVICE
QUALITY
Bharat Pe PayTm Gpay Phone Pe
3.18
3.91
3.55
4.22
SERVICE QUALITY
Bharat Pe PayTm Gpay Phone Pe
DATA Interpretation: From the above mentioned data analysis we may interpret that the majority of
merchant’s are satisfied with the service quality of PhonePe and given 4+ average rating. And Bharat
Pe stand last in this quality category.

7. PROMPTNESS
Promptness
Brands Average Rating
Bharat Pe 2.92
PayTm 3.81
Gpay 3.34
Phone Pe 4.12
Bharat Pe PayTm Gpay Phone Pe
2.92
3.81
3.34
4.12
PROMPTNESS
Bharat Pe PayTm Gpay Phone Pe
DATA Interpretation: From the above mentioned data analysis we may interpret that the majority of
merchant’s are satisfied with the Promptness of PhonePe and given 4+ average rating. And Bharat Pe
stand last in this category also.

8. RELIABILITY
Reliability
Brands Average Rating
Bharat Pe 3.04
PayTm 3.72
Gpay 3.24
Phone Pe 4.02 Bharat Pe PayTm Gpay Phone Pe
3.04
3.72
3.24
4.02
RELIABILITY
Bharat Pe PayTm Gpay Phone Pe
DATA Interpretation: From the above mentioned data analysis we may interpret that the majority of
merchant’s are satisfied with the Reliability of PhonePe and given 4+ average rating. And Bharat Pe stand
last in this category but there is not much difference in the rating of Bharat Pe and Gpay.

9. SAFETY
Safety
Brands Average Rating
Bharat Pe 2.98
PayTm 3.35
Gpay 3.97
Phone Pe 4.01 Bharat Pe PayTm Gpay Phone Pe
2.98
3.35
3.97 4.01
SAFETY
Bharat Pe PayTm Gpay Phone Pe
DATA Interpretation: From the above mentioned data analysis we may interpret that the majority of
merchant’s are satisfied with the Safety and privacy of PhonePe and given 4+ average rating. And
Bharat Pe stand last in this quality category also. And we can see Gpay and PhonePe are almost equal
in this Safety check.

10. ACCEPTANCE
Acceptance
Brands Average Rating
Bharat Pe 3.04
PayTm 3.82
Gpay 3.38
Phone Pe 4.14
Bharat Pe PayTm Gpay Phone Pe
3.04
3.82
3.38
4.14
ACCEPTANCE
Bharat Pe PayTm Gpay Phone Pe
DATA Interpretation: From the above mentioned data analysis we may interpret that the majority of
merchant’s are ready to accept PhonePe and given 4+ average rating. And Bharat Pe stand last in this
quality category also.

11. USER
FRIENDLINESS
User Friendliness
Brands Average Rating
Bharat Pe 3.05
PayTm 3.85
Gpay 3.35
Phone Pe 4.22
Bharat Pe PayTm Gpay Phone Pe
3.05
3.85
3.35
4.22
USER FRIENDLINESS
Bharat Pe PayTm Gpay Phone Pe
DATA Interpretation: From the above mentioned data analysis we may interpret that the majority of
merchant’s are satisfied with the User interface of PhonePe and given 4+ average rating. And here
also Bharat Pe stand last in this quality category.

12. FINDING
 Service Quality
 Safety
 Promptness
 Acceptant
 Reliability
 User Friendliness

13. ACHIVEMENT
 During my sip internship, i was given the task of selling QR codes to vendors of
different local shops big and small.
 In total i made 63 sales of The QR code.
 Also I sell 6 speaker and 3 swipe machine.
 And I have also done 24 revisits.
 Apart from that, i learned the art of customer handling and time management
throughout this internship. I achieved to stay calm and composed in difficult times.

14. ADDITIONAL OBSERVATION
 Merchant cannot interact because they used other payment services & they
not like because used to other service.
 Bharat Pe Merchant App not secure because money not transacted in some
time. It’s fault in app.
 Bharat Pe App not give any benefits like cash back.
 Merchants not give pan card no. & 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.
 As I were not aware the timing of the presents of the store owner of a
particular store so to get the owner was times difficult, so I had to wait for the
owner to come to the store.
 Some Merchants neglect to install Bharat Pe because they didn’t know & now
a day in market there many fraud case happen keep in mind they not to be
install.

15. RECOMMENDATION
 Improving the app interface
 Charging less in products like ( speakers& swipe
machine etc).
 Time avail to service to give knowledge to Bharat
pe merchant app.
 Availing large amount of discounts to the
merchant.
 Improving the security in UPI system.

16. LIMITATION
 The study was conducted for only two
months, so the time constraint forced
we to use convenience sampling.
Hence the findings can be biased and
cannot be limitation.
16

17. 17
CONCLUSION
BharatPe was the first company to launch interoperable zero MDR UPI QR, intending to
universalize digital payments in 2018. In just two years, BharatPe has become the offline
acquirer for UPI QR transactions in the country. At present, it has an extensive network of
over 5 million merchants across the country across 35 cities in the country.
While at the beginning of the project I had absolutely no idea about the UPI market and
the merchants prospective about these online money transfer gateways, It was a great
experience to work as an Intern in Bharat Pe, during this project gave me a huge
knowledge about this UPI sector and the potential business growth opportunity this sector
can provide in upcoming years. The deep analysis of the UPI market has shown that
which app actually merchants are use. And as well as what are their preferences about
these Payment gateways. Overall, because of having huge competitions in the UPI
market, Bharat Pe seems like they have to improve in lot of their areas. But on the same
time what they have done in just 4 years it’s really amazing. They are improving day by
day as well as they are innovating new things for the market’s betterment.

18. THANK
YOU!