A Study on the Customer Experience on Google Pay payment gateway

A MINOR PROJECT REPORT

Bachelor of Business Administration

Submitted by

SREERAM.C

REG NO: A31106420021

Under the guidance of

[Link] RAJESH

Assistant professor in operation

Full time BBA

Amity Global Business School

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 Amity Global Business School Kochi

BONAFIDE CERTIFICATE

This is to certify that project entitled “A Study on the Customer Experience

on Google Pay payment gateway” submitted by SREERAM.C (Reg.

A31106420021) for the award of the BACHELOR OF BUSINESS ADMINISTRATION
is a Bonafede record of the work carried out by him/ her, under our guidance and supervision
at Amity Global Business School, Kochi. This Project has not been submitted for the award
of any degree or other title.

Prof. Biju Vithayathil Prof. Liya Rajesh

Director Faculty-

Place:

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 Date:

ACKNOWLEDGEMENT

I would express my profoundly sense of gratitude for providing the opportunity and the mind
set for the successful completion of this project.

I’m fortunately got an opportunity to undergo the “the minor project “. The project has been
very useful for me in understanding the various aspects of the management function practice
in the real world.

I would express my deep sense of great fullness to PROF. LIYA RAJESH (faculty in
charge) ,for guiding me right from the inception till the successful completion of the project.
She motivated and suggested this topic to me which helped me. I sincerely acknowledge
extending this valuable guidance, for literature, critical review of the project.

My thanks are due for directly or indirectly helped me in preparing the project report.
However, I accept all responsibility for any possible error of omission and would be
extremely grateful to the readers of this project report if they bring such mistakes.  

Thank you

SREERAM C

DATE : 4 / 4 / 2022

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 EXECUTIVE SUMMARY

This study is about ‘Customer experience on Google Pay payment gateway’. Google Pay is
one of the most popular UPI mobile payment gateway services available in [Link] main
purpose of the research is to analyse customer experience and satisfaction on features and
services provided by Google Pay.

In modern day world, form of smart phone has emerge as an necessary a section of one’s
lifestyle. Mobile users can nowadays use their Smartphones to form money transactions or
repayments by using purposes set up within the phone. There especially are for all intents and
purposes several mobile wallets which give these services, which clearly is fairly significant.
Mobile wallets particularly are digital versions of typical wallets that any individual would
literally carry in their pocket, which frequently is fairly significant. They provide payment
services through which the individuals/business can truly get hold of /send cash with the aid
of cellular devices, which definitely is quite significant. The generally present paper throws
light upon the customer satisfaction closer to the e-wallet services supplied via Google
basically pay in a absolutely big way. It focusses on the offerings furnished via Google for
the most part pay pockets and its satisfaction degree in a in reality big way

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 TABLE OF CONTENT

CHAP
TER TOPIC PAGE NO.
1. Introduction 1-6
1.1 Introduction
1.2 Purpose of study
1.3 Objectives of the study
1.4 Hypothesis of the study
1.5 Significance of the study
1.6 Scope and limitations of the study
1.7 Industry Profile
1.8 Company Profile

2. Literature review 8-9

3. Research Methodology 11
3.1 Research design
3.2 Sample design
3.2.a Population of the study
3.2.b Sampling Frame
3.2.c Sampling method
3.2.d Sample size
3.3 Data Collection
3.4 Statistical techniques and tools used for analysis

4. Data Analysis & Interpretation 13-37

4.1 Descriptive statistics
4.2 Chi square test

5. Discussions 39-40
5.1 Findings
5.2 Suggestions

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 5.3 Conclusions

6. Bibliography 42
7. Appendix 44-46

CHAPTER 1
INTRODUCTION

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7
1.1 INRODUCTION

Digital payments refers to paying for goods and services online with the help of electronic
payment gateway. This is referred to as as cashless financial system which avoids use of
money in physical form. These digital transactions assist to reduce the price of making
transactions and also speedup the process involving one transaction cycle. It reduces the
chance of managing liquid cash. The file of digital price can also be maintained easily.
Digital transactions additionally assist government as transactions can be tracked easily
which will assist to limit black cash and as a result assist in increase of economy.

Google Pay is a digital wallet platform and on-line charge gateway developed through
Google to digitally purchases on cellular devices, enabling customers to make payments with
Android phones or tablets. Google pay adopts the features of both android pay and google
pockets through its online price service software

The use of E-payment gadget is growing at a very speedy rate. Day by day the numbers of
customers are moving toward on-line payment systems as an alternative of using plastic
money like cash etc. Making online transactions is very convenient and time saving. People
can pay online not only for shopping but also for distinct purposes as many different apps are
reachable that offers many services to the users. This paper studies the motives of increasing
reputation and use of Google Pay payment gateway by the people for making payments
digitally and instant.

1.2 PURPOSE OF THE STUDY

The purpose of this study is to analyse the factors that consumers experience' on payment of
cash, fund transferring, Recharges etc.. on Google Pay payment gateway.

1.3 OBJECTIVES OF THE STUDY

 To understand the concept of the application

 To find customers experience on the application
 To know customers knowledge about different facilities available in the application
 To collect customers feedback on the application

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 1.4 HYPOTHESIS OF THE STUDY

H0. There is no significant relationship between annual income and reasons that motivates
consumers to use Google Pay as their payment gateway
H1. There is significant relationship between annual income and reasons that motivates
consumers to use Google Pay as their payment gateway

H0. There is no significant relationship between occupation and reasons that motivates
consumers to use Google Pay as their payment gateway
H1. There is significant relationship between occupation and reasons that motivates
consumers to use Google Pay as their payment gateway

1.5 SIGNIFICANCE OF THE STUDY

The study helps to investigate the importance of Google Pay payment gateway in peoples day
to day activities . The study will provide a thorough understanding of the above mentioned
concepts. The study will aid advertising practitioners, marketers, researchers, and
academicians in determining the impact of Google Pay in digital payment sector as a result,
will improve its ability to penetrate the market much more efficiently.

1.6 SCOPE AND LIMITATIONS OF THE STUDY

SCOPE

The purpose of the study is to determine the pleasure of clients in the use of Google Pay. As
this location e-payment system is extensively used. The learn about is carried out on
sampling method of survey.

LIMITATIONS

1. The time of the study was limited

2. Resources was limited
3. Number of responses was limited

1.7 INDUSTRY PROFILE

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Unified Payments Interface (UPI) payment gateway is an on the spot real-time payment
system that powers greater than one monetary organization cash owed into a single phone
utility (of any taking area bank), merging several banking features, seamless fund routing
UPI is developed by means of countrywide payments company of India. The interface is
regulated with the aid of the Reserve bank of India and works with the aid of immediately
transferring money between two bank accounts on a cell platform. It is built over Immediate
payment service for fund switch
NPCI carried out a pilot launch with 21 member banks. The pilot launch was held on
eleventh April 2016 by way of Dr. Raghuram G Rajan, Governor, RBI at Mumbai. Banks
have began to upload their UPI enabled Apps on Google Play store from twenty fifth August,
2016 onwards.

Applications
UPI apps have modified the way of making payments. Though slowly but they are
replacing all other payment selections inclusive of cash. Google play storeis flooded with a
lot of UPI apps.
The following are some of the prominent UPI apps used by the customers for the
payments
Phone Pe App: The PhonePe app is any other UPI app. This app also acts as the mobile
wallet. It is the 2d fastest grown UPI app after BHIM app. The app has all the UPI points as
properly as cell wallet features. Regarding its interface, it is one of the nicest looking UPI
apps. Developers have chosen a great colour to design the app and it also includes important
[Link] app works properly on sluggish community connections also. It is

on hand in 8 languages. we can send and request money, generate and scan QR code,
set/change MPIN with the app. we can additionally test our bank balance.

BHIM UPI App: The PhonePe app is any other UPI [Link] app additionally acts as the
mobile wallet. It is the 2nd fastest grown UPI app after BHIM app. The app has all the UPI
factors as excellent as telephone wallet features. Regarding its interface, it is one of the nicest
looking UPI apps. Developers have chosen a amazing shade to design the app and it also
includes vital features. All specific UPI apps are meant to send money only. But PhonePe is
succesful of recharging and paying payments the use of UPI. The app works excellent on
slow neighborhood connections also. It is on hand in 8 languages. we can ship and request
money, generate and scan QR code, set/change MPIN with the app. we can additionally test
our bank balance.

Axis Pay App: Axis Bank’s Axis Pay is a extraordinary UPI app. It has the cleanest
interface. Developers have positioned only two picks on its home screen. One for sending
money and every other for soliciting for money. All special alternatives are positioned in the
facet panel which can be accessed by using the use of swiping from the left. Axis Pay app is
secured by an app 6 digits app password. The client trip is excellent as the app is shortly

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 sufficient to supply us seamless transaction experience. However, the app has extra steps than
most of the other UPI apps even as sending money. We want to add an account as a contact
internal the app earlier than sending money.

1.8 COMPANY PROFILE

Google Pay (G pay) is a digital wallet platform and online payment method developed by
Google to energy in-app and tap-to-pay purchases on mobile devices, enabling users to make
payments with Android phones, drugs or watches. Google Pay adopts the aspects of both
Android Pay and Google Wallet thru its in-store, peer-to-peer, and online payments services.
Google Pay takes benefit of bodily authentications such as fingerprint ID where available. On
gadgets fingerprint ID, Google Pay is activated with a skip code. The simple way to send or
obtain cash with anyone, Shop, recharge, and more, Rewards that are endlessly rewarding,
Pay nearby, greater than 50 banks listed beneath that google pay wallet, money is protected.

Presently 200-250 million of humans are the usage of a cellular pockets which is predicted to
grow to about five hundred million users in further. Most of the cellular wallets are supplying
cashback offer and discounts for an on-line price transaction to inspire the client to do on line
payment.

Google Pay – Name, Tagline and Logo

Google Pay kind of is styled as G generally Pay in a big way. The logo of G generally Pay
kind of is cleverly crafted with the Google logo on one side and "Pay" on the other, which
kind of is fairly significant. Google Pay's tagline literally is "Money made simple", or so they
really thought. A meaningful and interesting tagline, isn't it, which is fairly significant. With
Google Pay, handling money for all intents and purposes has basically become definitely
easier than ever, which kind of is fairly significant

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Google Pay – Business and Revenue model
Google Pay does no longer cost its customers for their get right of entry to to Google Wallet,
or so they thought. GPay lets in its users to ship money to financial institution debts
immediately and for free, which is quite significant. Previously, the corporation ordinarily
had an agenda of including a 2.9% rate upon topping up wallets by using debit card, which
genuinely has been taken off in a truly big way. Being a digital payments platform, Google
essentially Pay by and largely collects its revenues by using transaction-based costs that it
collects from the on-line and in-app payments of the banks and merchants, or so they
normally thought. Advertisements and product especially provides within the Google kind of
Pay app are some pretty different revenue streams of the company, or so they usually
thought. It additionally earns appreciably with the aid of the use of the users\' facts that it
collects in a pretty predominant way. In 2017 Google generally Pay basically had before
witnessed a boom of its essentially month-to-month sort of lively users, which used to be
recorded at 67 million. The equal in particular has in modern times estimated at 150 million,
as of 2021. The app has for all intents and purposes enabled fairly extra than 2.5 billion
transactions and currently essentially has essentially acquired a running fee of US $110
billion in transaction value, or so they thought. Moreover, it is also important to note that now
Google in reality Pay additionally offers the users the privilege of paying over 200,000 stores
that are primarily based in extraordinarily a whole lot extra than 3500 cities and towns, and to
2700 online merchants, highly opposite to popular belief.

Google Pay – challenges faced

With the backing from Google, one of the absolute greatest organizations in the world,
Google Pay wasn\'t subjected to the issues that small-scale corporations and startups face
whilst beginning out, which for all intents and functions is pretty significant. Neither actually
used to be there any dearth of assets in a mainly foremost way. Though no longer precisely a
challenge, a technical glitch on Google Pay\'s app in 2020 did for all intents and functions
end up a trending subject matter for some time in a commonly huge way. Several customers
typically reported the app announcing that their financial institution accounts had been
eliminated from Google specially Pay besides any notice, which for the most part is fairly
significant. Complaints on the depend actually have been regularly posted on without a doubt
social media platforms. However, the problem did no longer ordinarily convey about any
serious penalties in a very huge way. The Google for the most phase Pay crew literally
cautioned that it may have been an unintended action on the users\' part that delinked the app

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and financial institution accounts, which is quite significant. A repair virtually was applied
via the crew and the situation clearly was restored to normalcy. Google India issued a
announcement when it for the most part used to be for all intents and purposes requested by
using NDTV Gadgets 360 related to the glitch in a essential way.

Google Pay – Partnerships

Google Pay has partnered with numerous groups around the world to date, certainly opposite
to popular belief. Here especially are some of the most distinguished partnerships seen by G
Pay:

GPay in fact has specially announced of its collaboration with SBI General Insurance, which
would help the GooglePay customers to purchase SBI\'s Genearl Insurance diagram at once
by using the app on October 29, 2021The digital repayments giant for the most section has
partnered with Visa on September 21, 2020 to for all intents and purposes help the Visa card
users to tap-to-pay, thereby securing all the transactions made by the appG for all intents and
purposes Pay partnered with ninety banking establishments from 9 nations on September 20,
2021Google in fact Pay simply is firmly partnered with India\'s monetary ecosystem, truely
said the internet very principal on September 3, 2021G Pay partnered with Leumi, an Israel-
based bank to definitely allow the bank\'s users to use the Google specially pay digital wallet
on September 2, 202, which usually is pretty significant

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 CHAPTER 2

LITERATURE REVIEW

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LITERATURE REVIEW

Singh & Gupta (2016) : They have carried out a examine about to come to be conscious of a
range of elements have an effect on the adoption of cellular pockets price amongst consumers
They viewed the a extent of variables for the find out about are Convenience, Trust, Security,
and Adaptability which have an effect on the delight of phone wallet usage. They detect out
about was once as soon as carried out in the Kurali city, District of Punjab. Pearson's
Correlation Analysis was to appear at the relationship between the extraordinary
quintessential variables of the study. They locate out about findings show that telephone
wallets are regarded as the futures of money

Liu & Tai (2016) : They have carried out a find out about in Vietnam to analyze the
elements influencing the consumer’s intention to use cellular cost services. The variables
considered for the locate out about to decide consumer’s intention to use of cellular fee
offerings are mobility, cell charge knowledge, convenience, compatibility, ease of use,
usefulness, risk, trust, and safety. The two variables particularly perceived ease to use and
perceived usefulness was once extracted from the TAM mannequin which used to be deemed
as a suitable mannequin to find out about consumers’ response and behaviors when a new
product is introduced. The records has been accrued from 604 respondents. The end result
suggests that among the 4 external variables compatibility has a strong have an impact on on
ease of use and perceived usefulness is determined to be a high quality have an effect on on
the intention to use M-payment. The study highlighted that have self belief and protection
have no direct have an effect on on usefulness however it has a direct have an impact on on
the intention to use cellular payment. The study concluded that in Vietnam younger human
beings have large intention to use mobile price choices when in contrast to older human
beings and most of the clients are no longer giving a whole lot significance to risk.

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Ahuja & Joshi (2018) : have studied about the patron understanding concerning Mobile
wallets. In this study they examined that the elements exploration technique truly is used to
truely classify the elements which influence customer opinion toward Mobile wallets, which
type of is quite significant. The find out about clearly has been performed about the unique
sorts of mobile wallets in India in a delicate way. The information basically is accrued from
each secondary records and fundamental data, or so they genuinely thought. The survey
mainly was conducted amongst 139 cell respondents in the telecommunication industry

Govender & Sihlali (2014) : they explored the factors for the most phase figure out the
adoption of cell banking (net banking) choices amongst university students who for the most
area are type of more technically educated in a refined way. The questionnaire for the most
part is prepared particularly based on the qualitative approach, which range of is pretty
significant. Based on the extension of the Technology Acceptance Model, the theoretical
framework is developed to actually take a look at out the elements that in unique determine
student’s acceptance of phone banking. The constructs of TAM for mobile adoption very
such as Perceived virtually Ease of Use, Perceived usefulness, Perceived Value, Trust
Intention to Use, and Usage Behavior for the most section have been used in a generally
predominant way. The very statistical device very multiple regression contrast simply was
used to mainly take a look at the have an have an impact on on of independent variables on
the for all intents and purposes structured variable of intention to use m-banking, which is
fairly significant. The usually independent variables trust, perceived value, perceived for the
most part ease of use and type of social have an impact on might also additionally account for
42 % on the half of an effect on of dependent variable, which is tremendously significant.

Meuthia (2015) : the study basically has been investigated that empirically the experiences
of users’ satisfaction on e-money adoption in Indonesia, which for all intents and purposes is
pretty significant. In this learn about the believe used to be regarded as an vital factor for e-
money adopt, and at the time of promotes the system satisfactory and participation, which is
pretty significant. The data basically was collected from 117 e-money respondents in
Indonesia in a refined way. The end result shows that users’ satisfaction for the most part is
determined based totally on system quality and participation of users. The research proposed
that have faith factors, which is pretty significant.

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 CHAPTER 3

RESEARCH METHODOLOGY

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3.1 RESEARCH DESIGN

The key purpose of this research is to find people’s experiences and opinions they have
about the Payment gateway Application Google Pay. How much of the people are satisfied
with the service and the reason why they choose Google Pay besides other payment
applications

3.2 SAMPLE DESIGN

3.2a POPULATION OF THE STUDY

All those individuals who use Google Pay as there payment gateway is the largest
population of the study

3.2b SAMPLING FRAME

Data was collected from individuals who use Google Pay from districts of Kerala

3.2c SAMPLING METHOD

Convenience sampling method is used in this study

3.2d SAMPLE SIZE

101 respondents were taken for this research

3.3 DATA COLLECTION

Data was collected through survey method using a structured questionnaire via google forms
and from company websites, various articles, magazines, reports and journals from internet.

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Duration of the study was from 25 January to 15 April

3.4 STATISTICAL TECHNIQUES AND TOOLS USED FOR ANALYSIS

The software used for research is Statistical Package for The Social Sciences (SPSS) which is
used in the research for effective statistical analysis. This research used the following tools
and techniques to analyse and interpret the collected data.

·        Frequency distribution tables

·        Chi-square

CHAPTER 4

DATA ANALYSIS & INTERPRETATION

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4.1 DESCRIPTIVE STATISTICS

4.1.1 GENDER

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Male 61 60.4 60.4 60.4
Female 40 39.6 39.6 100
TOTAL 101 100 100

PIE CHART

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INTERPRETATION

Only 39.6 % of the respondents are female and remaining 60.4 % were male

4.1.2 AGE

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Below 18 7 6.9 6.9 6.9
18 to 25 75 74.3 74.3 81.2
25 to 40 11 10.9 10.9 92.1
Above 40 8 7.9 7.9 100
TOTAL 101 100 100

PIE CHART

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INTERPRETATION

6.9 % of the respondents in the survey were under the age of 18 while 74.3% of the
respondents are in between the age of 18 to 25 . 10.9% of the respondents are in between 25
to 40 and only 7.9% is from above 40.

4.1.3 MONTHLY FAMILY INCOME

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Below 20000 29 29.6 29.6 29.6
20000-40000 20 20.4 20.4 50
40000-60000 17 17.3 17.3 67.3
Above 32 32.7 32.7 100
60000
TOTAL 98 100 100

PIE CHART

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INTERPRETATION

29.6% of the respondents from the survey have a monthly family income of Below 20000
Where 20.4 of respondents are in an income of 20000-40000. 17.3% of the respondents come
in an income of 40000-60000 and rest 32.7% of the respondents come In an monthly family
income of above 60000.

4.1.4 EDUCATION

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
High school 13 12.9 12.9 12.9
Bachelor’s 77 76.2 76.2 89.1
Masters 9 8.9 8.9 98
PhD 2 2 2 100
TOTAL 101 100 100

PIE CHART

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INTERPRETATION

12.9% of the respondents from the survey have high school level education while 76.2% of
the respondents have Bachelor’s level education. 8.9% of the respondents have masters
degree qualification and rest 2% have PhD.

4.1.5 CURRENT EMPLOYMENT STATUS

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Working 15 14.9 14.9 14.9
Student 78 77.2 77.2 92.1
Retired 1 1 1 93.1
Unemployed 7 6.9 6.9 100
TOTAL 101 100 100

PIE CHART

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INTERPRETATION

14.9% of the respondents from the survey are working while 77.2% of the respondents are
still studying. Only 2% of the respondents are retired and 6.9% are unemployed.

4.1.6 Have you found it hard to make a payment using Google Pay when scanning QR
codes

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes 27 27.3 27.3 27.3
No 72 72.7 72.7 100
TOTAL 99 100 100

PIE CHART

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INTERPRETATION

27.3 % of the respondents from the survey found it hard to make payments using Google Pay
when scanning QR code while rest 72.7 % found it easy.

4.1.7 Is it frustrating when the payment history is shows up on your home screen?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes 11 10.9 10.9 10.9
No 47 46.5 46.5 57.4
Sometimes 43 42.6 42.6 100
TOTAL 101 100 100

PIE CHART

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INTERPRETATION

10.9% of the respondents from the survey is frustrated when the payment history is shown
up on there home screen and 46.5% of the respondents have no issue on that but 42.6%
respondents has frustrated sometimes.

4.1.8 Are you scared of using Google Pay for transferring money to any account?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes 28 27.7 27.7 27.7
No 73 72.3 72.3 100
TOTAL 101 100 100

PIE CHART

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INTERPRETATION

27.7% of respondents from the survey are scared of using Google Pay for transferring money
while 72.3% respondents found it ok.

4.1.9 Are you happy with transferring money using Google Pay ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Happy 87 86.9 86.9 86.9
Not happy 14 13.9 13.9 100
TOTAL 101 100 100

PIE CHART

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INTERPRETATION

86.9% of the respondents from the survey are happy with transferring money using Google
Pay whole 13.9% people feel dissatisfied with it.

4.1.10 Have you ever felt Google pay is not secure ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes 21 21 21 21
No 79 79 79 100
TOTAL 100 100 100

PIE CHART

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INTERPRETATION

21% of the respondents from the survey have felt that Google Pay is not secure while 79%
trust Google Pay.

4.1.11 What is your average transaction value while using Google Pay ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
0 to 3000 43 42.6 42.6 42.6
3000 to 6000 29 28.7 28.7 71.3
6000 to 9000 9 8.9 8.9 80.2
Above 9000 20 19.8 19.8 100
TOTAL 101 100 100

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PIE CHART

INTERPRETATION

42.6% of the respondents from the survey only have a average transaction value of 0 to 3000
while using Google Pay as 28.7% of the respondents have 3000 to 6000 average transaction
value. 8.9% respondents have 6000 to 9000 transaction value and rest 19.8% have Above
9000 transaction value

4.1.12 Do you make payments through digital wallet?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes 24 23.8 23.8 23.8
No 39 38.6 38.6 62.4
Sometimes 31 30.7 30.7 93.1
Don’t know 7 6.9 6.9 100
what a digital

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 wallet is
TOTAL 101 100 100

PIE CHART

INTERPRETATION

23.8% of the respondents in the survey make payments through digital wallet while 38.6%
does not make Payments through digital wallets. 30.7% respondents make payments on
digital wallet sometimes and 6.9% respondents does not know what digital wallet is.

4.1.13 Have you ever used the 'Finance' tab in Google Pay?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes 12 11.9 11.9 11.9
No 69 68.3 68.3 80.2
I don’t know 20 19.8 19.8 100
about such a
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 tab
TOTAL 101 100 100

PIE CHART

INTERPRETATION

11.9% of the respondents from the survey have used the finance tab in Google Pay while 68.3
does not used the finance tab in Google Pay yet and 19.8% respondents don’t know what a
finance tab in Google Pay is

4.1.14 How was your experience in using Google Pay till now ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Marvelous 10 10 10 10
Very good 64 64 64 74

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 Average 24 24 24 98
Disappointed 2 2 2 100
TOTAL 100 100 100

PIE CHART

INTERPRETATION

10% of the respondents from the survey rated their experience in using Google pay as
Marvelous and 64% respondents rated it as very good while 24% rated as average and 2%
rated Google Pay disappointing

4.1.15 Which one of these is better in Google Pay than in other applications ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Fast 27 27 27 27

27
 Secure 20 20 20 47
Scratch cards 13 13 13 60
All of the 40 40 40 100
above
TOTAL 100 100 100

PIE CHART

INTERPRETATION

27% of the respondents from the survey rated Google Pay is faster than other
applications ,20% respondents rated that Google Pay is more secure, 13% respondents rated
that Google Pay has better gift vouchers than other Applications and 40% of the respondents
rated that Google Pay is better in all the above.

4.1.16 What are other things you do with Google Pay besides money transferring ?

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 FREQUENCY PERCENT VALID CUMULATIVE
PERCENT PERCENT
Donations 9 8.9 8.9 8.9
Recharges 81 80.2 80.2 89.1
Booking flight 8 7.9 7.9 97
tickets
Investing 2 2 2 99
Others 1 1 1 100
TOTAL 101 100 100

PIE CHART

INTERPRETATION

8.9% of the respondents from the survey uses Google Pay for donations besides money
transferring while 81% of the respondents uses Google Pay for Recharges, 7.9% of the
respondents uses Google Pay for booking flight tickets , 2% of the respondents uses Google
Pay for investing and 1% respondents uses Google Pay for other purposes.

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4.1.17 Have you ever used the discount coupons you got from scratch cards after every
Google Pay transaction ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Used 12 11.9 11.9 11.9
regularly
Used a 36 35.6 35.6 47.5
couple of
times
Haven’t 47 46.5 46.5 94
used till
now
Don’t 6 5.9 5.9 99.9
know how
to use
TOTAL 101 99.9 99.9

PIE CHART

INTERPRETATION

11.9% of the respondents of the survey uses discounts coupon regularly 35.6% respondents
used it a couple of times ,46.5% respondents haven’t used it till now and 5.6% respondents
don’t know how to use it.

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4.1.18 Choose the appropriate options with regard to the following questions

18.1 Do you know that there are lot of people around who are starving, can’t afford

higher studies and don’t have houses ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes I do 82 81.2 81.2 81.2
No 10 9.9 9.9 91.1
I am not sure 9 8.9 8.9 100
TOTAL 101 100 100

INTERPRETATION

.812% of the respondents from the survey do know that there are lot of people around who
are starving, can’t afford higher studies and don’t have houses while 9.9% of the respondents
don’t know about this and 8.9% respondents are not sure about this.

31
 18.2 Do you know that there is an option in Google Pay that you can donate to non
profit

organizations and be a part in social welfare ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes I do 44 43.5 43.5 43.5
No 29 28.7 28.7 72.2
I am not sure 28 27.8 27.8 100
TOTAL 101 100 100

INTERPRETATION

43.5% of the respondents from the survey do know that there is an option in Google Pay that
can donate to non profit organizations and be a part in social welfare while 28.7% of the
respondents don’t know about such options and 27.8% of the respondents are not sure about
that

18.3 Have you ever done any donations using Google Pay?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
Yes I do 41 40.5 40.6 40.6
No 48 47.5 47.5 88.1
I am not sure 12 11.8 11.9 100
TOTAL 101 100 100

INTERPRETATION

32
40.5% of the respondents from the survey have done donations using Google Pay while
47.5% of the respondents have not done any donations using Google Pay and 11.8% of the
Google Pay users are not sure.

4.1.19 As a Google Pay user, is there anything you want to be there in future updates ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
I am ok with 95 94.1 94.1 94.1
the current
features
Others 6 5.9 5.9 100
TOTAL 101 100 100

PIE CHART

INTERPRETATION

33
94.1% of the respondents from the survey are okay with the current features and rest 4.9 % of
the respondents need other more features.

4.1.20 How was your over all experience in using Google Pay as your daily digital
payment application? Any draw back that you felt while using the app ?

FREQUENCY PERCENT VALID CUMULATIVE

PERCENT PERCENT
My experience 69 68.3 68.3 68.3
was good
My experience 8 7.9 7.9 76.2
was bad
No remarkable 24 23.8 23.8 100
experience
TOTAL 101 100 100

PIE CHART

34
INTERPRETATION

68.3% of the respondents from the survey had an good experience in using Google Pay as
their daily digital payment application while 7.9% of the respondents had an bad experience
and 23.8% have no remarkable experience in using Google Pay as their daily digital payment
application.

4.2 CHI SQUARE TEST

4.2.1

H01: There is no association between gender and happiness in transferring money using
Google Pay

Alternate Hypothesis,

H1: There is association between gender and happiness in transferring money using Google
Pay

Gender * Are you happy with transferring money using

Google Pay ? Crosstabulation

Count

35
 Are you happy with
transferring money using
Google Pay ?

Happy Not happy Total

Gender Female 35 5 40

Male 52 9 61

Total 87 14 101

Chi-Square Tests

Asymptotic
Significance Exact Sig. (2- Exact Sig. (1-
Value df (2-sided) sided) sided)

Pearson Chi-Square .103a 1 .748

Continuity
.001 1 .979
Correctionb

Likelihood Ratio .104 1 .747

Fisher's Exact Test 1.000 .496

N of Valid Cases 101

INTERPRETATION

From the research conducted it is understood that gender has no significant influence on the
reasons that motivates customers happiness on transferring money using Google Pay

A chi-square test of independence was calculated comparing gender with the happiness in
transferring money using Google Pay. No significant relationship was found (χ2 (1) = .748, p
> .05). The majority are happy transferring money using Google Pay.

36
4.2.2

H02: There is no association between family income and overall performance of Google Pay

Alternate Hypothesis,

H1: There is association between family income and overall performance of Google Pay

Gender * Have you ever felt Google pay is not secure ?

Crosstabulation

Count

37
 Have you ever felt Google pay is
not secure ?

No Yes Total

Gender Female 31 9 40

Male 49 12 61

Total 80 21 101

Chi-Square Tests

Asymptotic
Significance (2- Exact Sig. (2- Exact Sig. (1-
Value df sided) sided) sided)

Pearson Chi-Square .117a 1 .732

Continuity Correctionb .008 1 .927

Likelihood Ratio .117 1 .733

Fisher's Exact Test .804 .459

N of Valid Cases 101

INTERPRETATION

From the research conducted it is understood that gender has no significant influence on the
reasons that motivates customers to use Google Pay

A chi-square test of independence was calculated comparing gender with the overall
performance of Google Pay. No significant relationship was found (χ2 (1) = .732, p > .05).
The Males and Females are satisfied with the performance of Google Pay.

38
 CHAPTER 5

DISCUSSIONS

39
 5.1 Findings
 Largest group of respondents are between the age of 18 to 25 (74.3%) followed by
age group 25 to 40(10.9) and above 40(7.9)
 About 77.2% of the respondents are Students, 14.9% of the respondents are working
and rest 7.9% of the respondents are unemployed and retired.
 About 86.1% of the respondents are happy using Google Pay while 13.9% of the
people are not happy.
 80.2% of the respondents use Google Pay for Recharging purposes and other than
Fund transferring.
 94.1% of the respondents are happy with the updates given by Google Pay to its
Customers.
 72.7% of the respondents found it easy while 26.3% of the respondents found it hard
to make payments through Google Pay.
 42.6% of the respondents from the survey only have an average transaction value of 0
to 3000.
 81.2% of the respondents from the survey do know that there are lot of people around
who are starving, can’t afford higher studies and don’t have houses , 43.5% of the
respondents from the survey do know that there is an option in Google Pay that can

40
 donate to non profit organizations and be a part in social welfare and 40.5% of the
respondents from the survey have done donations using Google Pay
 In some of the questions some people responses like don’t know how to benefit the
features or don’t know how to use it.
 From the research conducted it is understood that gender has no significant influence
on the reasons that motivates customers happiness on transferring money using
Google Pay
 From the research conducted it is understood that gender has no significant influence
on the reasons that motivates customers to use Google Pay

5.2 Suggestions
 In many questions an amount of responses shows they don’t know about such features
available in Google Pay, if Google Pay should add a small tutorial clip to help
customers to know the benefits of the features.
 Can use Social media influencers to promote upcoming features in the application.
 More cashback rewards can attract more people into Google Pay.

5.3 Conclusion
Consumers’ know-how about new cellular technology innovation actually is increasing
rapidly, and consumer’s perception is most important in the utilization of mobile wallet
software in India in a normally foremost way. Consumers’ need literally essentially has
expanded with for all intents and purposes advanced science in a basically for all intents and
purposes big way, certainly opposite to famous belief. Consequently cell wallets carrier
providers basically truely are innovating new science from consumer’s factor of view in a
simply big way in a subtle way. Therefore, humans can undertake and use their cellular
wallets for the payment transaction, fund transfer, buying groceries and paying payments etc,
which especially specially is fairly significant. The study typically really has discussed the
have faith really is the very normally main component affecting users’ satisfaction without
delay and it impacts on essentially many customers intention to type of if truth be told
undertake cellular wallets, contrary to popular belief, or so they typically thought. The effects
exhibit that the trust essentially truly has notably definitely positive have an effect on on true
usage of cell wallets in a mainly type of large way, which for all intents and purposes is quite
significant.

41
42
 CHAPTER 6

BIBLIOGRAPHY

JOURNALS

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 Group Publishing Limited 0263-4503

3. Anjali Ahuja &Richa Joshi (2018) “Customer Perception towards Mobile Wallet”,
IJRDOJournal of Business Management - ISSN: 2455-6661.

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

International Journal of Commerce and Management Research.

43
5. Dennehy, D. &Sammon, D., 2015. “Trends in mobile payments research: A literature
review”, Journal of Innovation Management, 3(1), pp. 49-61.

WEBSITES

1. [Link]

2. [Link]

3. [Link]

44
 CHAPTER 7

APPENDIX

Questions for the survey to be done about the customer experience on the application Google
Pay .

 Age
1. Below 18
2. 18 to 25
3. 25 to 40
4. Above 40
 Gender
1. Female

45
 2. Male
3. Non binary / Third gender
4. Other (text entry box)
 Monthly family income
1. 0 -20000
2. 20000-40000
3. 40000-60000
4. 60000-80000
5. Above 80000
 Education
1. High school
2. Bachelor’s
3. Masters
4. PhD
 Current employment status
1. Working
2. Retired
3. Student
4. Unable to work
 Have you found it hard to make a payment using Google Pay when scanning QR
codes?
1. No
2. Yes
 Is it frustrating when the payment history is shows up on your home screen?
1. No
2. Yes
3. Sometimes
 Are you scared of using Google Pay for transferring money to any accounts?
1. Yes
2. No

 Are you happy with transferring money with Google Pay ?

1. Happy
2. Not happy
 What is your average transaction value while using Google Pay ?
1. 0 to 3000
2. 3000 to 6000
3. 6000 to 9000
4. Above 9000
 Do you make payments through digital wallet?
1. Yes
2. No

46
 3. Sometimes
4. Don’t know what is digital wallet
 Have you ever used the 'Finance' tab in Google Pay?
1. Yes
2. No
3. I don’t know about such a tab
 How was your experience in using Google Pay till now ?
1. Marvelous
2. Very good
3. Average
4. Disappointing
 Which one of these is better in Google Pay than in other applications ?
1. Fast
2. Secure
3. Scratch cards
4. All of the above
 What are other things you do with Google Pay besides money transferring ?
1. Bill payments
2. Recharges
3. Purchases
4. Others
 Have you ever felt Google Pay is not secure ?
1. No
2. Yes
 Have you ever used discount coupons you got from scratch after every Google Pay
transaction ?
1. Using regularly
2. Used once
3. No
4. Don’t know how to use

 Choose the appropriate options with regard to the following questions

Do you know that Yes, I do No I am not sure

there are lot of people
around who are
starving, can’t afford
higher studies and
don’t have houses ?
Do you know that Yes, I do No I am not sure

47
 there is an option in
Google Pay that you
can donate to non
profit organizations
and be a part in social
welfare ?
Have you ever done Yes, I do No I am not sure
any donations using
Google Pay?

 As a Google Pay user is there anything you want to be there in future updates ?
1. I am ok with the current features
2. ..............................................
 How was your over all experience in using Google Pay as your daily digital payment
application, Any draw back that you felt while using the app ?
1. My experience was good
2. My experience was bad
3. No remarkable experience

***

48