A STUDY ON CUSTOMER SATISFACTION

TOWARDS GOOGLE PAY USERS

Project report submitted in partial fulfilment for the

requirement for the award of the Degree of Bachelor of
Business Administration with computer application

by

KAMALESHWARAN S S
19BBA222
Under the Guidance of
Mrs.M.SATHIYA
Assistant Professor
Management Science Department

Department of Management Science

Sri Krishna Arts and Science College
(Autonomous)
Coimbatore 641 008

May 2022
 Sri Krishna Arts and Science College
(Autonomous)
Re-accredited by NAAC with ‘A’ grade
Affiliated to Bharathiar University
Kuniyamuthur, Coimbatore -641008

CERTIFICATE

This is to certify that the Project work entitled “A Study on

Customer Satisfaction Towards Google Pay Users” in partial
fulfilment of requirements for the degree of Bachelor of Business
Administration with Computer Applications to Bharathiar
University, Coimbatore, is a record of bonafide work carried out by
Kamaleshwaran.S.S and that no part of this has been submitted for the
award of any other degree or diploma and the work has not been
published in popular journal or magazine.

GUIDE HOD

PRINCIPAL

Viva voce conducted on:

Place: Coimbatore

Date:

Internal Examiner External Examiner

 Sri Krishna Arts and Science College
(Autonomous)
Re-accredited by NAAC with ‘A’ grade
Affiliated to Bharathiar University
Kuniamuthur, Coimbatore -641008

DECLARATION

I hereby declare that the Project work entitled “A Study on Customer

Satisfaction Towards Google Pay Users” submitted to Bharathiar
University, Coimbatore, in partial fulfilment of the requirements for the
award of degree of Bachelor of Business Administration with
Computer Applications is an original work and it has not been
previously formed the basis for the award of any Degree, Diploma,
Associate ship, Fellowship or similar titles to any other university or
body during the period of my study.

Place: Coimbatore

Date:

Signature of the Candidate

 ACKNOWLEDGEMENT

First and foremost, I thank the almighty for endowing his

immense blessing that helped in each step, towards the
completion of the report.

I express my heartfelt thanks to our CEO Dr. K.

Sundararaman M.Com., M.Phil., Ph.D. and Principal for
providing me the facilities needed to complete this project.

I take this opportunity to express my deep profound

gratitude to our Head of the departments Prof. Julian
Gnana Dhas C B.E., MBA NET and Prof. P. Rajan M.Sc.,
MBA, (Ph.D.), for all his engagement and providing his
healthy co-operation throughout the project.

I express my thanks to my Guide Prof. Mrs. S.

Mahalakshmi MBA, (Ph.D.), for her guidance, engagement
and aspiring support to complete this project.

Finally, I express my thanks to my parents who have given

support and encouragement in doing this project.

KAMALESHWARAN S S
19BBA222
 LIST OF CONTENTS

S. NO. CHAPTER PAGE NO.

Abstract
List of Tables
List of Charts
I Introduction
1.1 Overview of the Study
1.2 Industry Profile
1.3 Company Profile
1.4 Objectives of the Study
1.5 Scope of the Study
1.6 Limitations of the Study
II Literature Review
2.1 Review of Literature
III Research Methodology
3.1 Research Design
3.2 Sources of Data
3.3 Sample Design
3.3.1 Population
3.3.2 Sample Size
3.3.3 Sampling Method
3.4 Method of Data Collection
3.5 Tools for Analysis
IV Analysis and Discussion
V Findings and Suggestions
5.1 Findings
5.2 Suggestions
VI Conclusion
VII Bibliography
VIII Appendix
 ABSTRACT

In today – world, smart phone has become an important an area of one’s

lifestyle. Mobile users can nowadays use their Smartphones to form money
transactions or payments by using applications installed within the phone. There are
several mobile wallets which give these services. Mobile wallets are digital versions
of traditional wallets that somebody would carry in their pocket. they supply payment
services through which the individuals/business can receive /send money via mobile
devices. this paper throws strike the customer satisfaction towards the e-wallet
services provided by Google pay. It focusses on the services provided by Google pay
wallet and its satisfaction level.

Systems of payment have changed over time, from the Stone Age barter
system, through to coins and to virtual payment. An electronic payment (e-payment),
in short, can be simply defined as paying for goods or services on the internet. It
includes all financial operations using electronic devices, such as computers, smart
phones or tablets. Smartphone users make money transactions by using applications
installed in their phone. The present research paper is focusing on study of customer
satisfaction towards google pay users.
 LIST OF TABLES

TABLE NO. TABLE NAME PAGE NO.

4.1 shows gender of respondents

4.2 shows age of respondents

4.3 Marital Status

4.4 Educational qualification

4.5 Residential area

4.6 Occupation

4.7 Monthly income

4.8 Number of members in your family

4.9 How did you come to know about Google pay?

4.10 Which device are you using for Google pay?

4.11 Google pay saves time.

4.12 Is Google pay wallet accepted everywhere?

On an average how many times you use Google

4.13
pay?
For which purpose you are using Google pay
4.14
wallet?

4.15 Major use of Google pay wallet

4.16 Irritation through popping of advertisement

4.17 Average monthly spending on Google pay.

4.18 Overall opinion about google pay.

 LIST OF CHART

CHART NO. CHART NAME PAGE NO.

4.1 shows gender of respondents

4.2 shows age of respondents

4.3 Marital Status

4.4 Educational qualification

4.5 Residential area

4.6 Occupation

4.7 Monthly income

4.8 Number of members in your family

4.9 How did you come to know about Google pay?

4.10 Which device are you using for Google pay?

4.11 Google pay saves time.

4.12 Is Google pay wallet accepted everywhere?

On an average how many times you use Google

4.13
pay?
For which purpose you are using Google pay
4.14
wallet?

4.15 Major use of Google pay wallet

 Rate the level of awareness towards Google pay
4.16
facilities

4.17 Factors that influence the Google pay.

4.18 Irritation through popping of advertisement

Level of satisfaction towards the use of google

4.19
pay

4.20 Average monthly spending on Google pay.

Rank the problem that you face during usage of

4.21
Google Pay.

4.22 Overall opinion about google pay.

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CHAPTER I
INTRODUCTION
1.1. Overview of the Study

Google Pay is the faster, more secure way to pay online, in stores, and
across globe using the cards saved to your Google Account. Plus, you can manage
your payment methods and see all your Google transactions in one convenient place.

Google Pay (stylized as G Pay; formerly Pay with Google and Android Pay) is
a digital wallet platform and online payment system developed by Google to power in-
app and tap-to-pay purchases on mobile devices, enabling users to make payments
with Android phones, tablets or watches.

As of January 8, 2018, the old Android Pay and Google Wallet have unified into
a single pay system called Google Pay. Android Pay was rebranded and renamed as
Google Pay. It also took over the branding of Google Chrome's autofill feature. Google
Pay adopts the features of both Android Pay and Google Wallet through its in-store,
peer-to-peer, and online payments services.

The rebranded service provided a new API that allows merchants to add the
payment service to websites, apps, Stripe, Braintree, and Google Assistant. The service
allows users to use the payment cards they have on file with Google Play.

Google Pay uses Near Field Communication (NFC) to transmit card

information facilitating funds transfer to the retailer. It replaces
the credit or debit card chip and PIN or magnetic stripe transaction at point-of-sale
terminals by allowing the user to upload these in the Google Pay wallet. It is similar to
contactless payments already used in many countries, with the addition of two-factor
authentication.

The service lets Android devices communicate wirelessly with point of sale systems
using a near field communication (NFC) antenna, host-based card emulation (HCE),
and Android's security.

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Google Pay takes advantage of physical authentications such as fingerprint, ID

where available. On devices without fingerprint ID, Google Pay is activated with a
passcode. When the user makes a payment to a merchant, Google Pay does not send
the credit or debit card number with the payment. Instead it generates a virtual account
number representing the user's account information. This service keeps customer
payment information private, sending a one-time security code instead of the card or
user details.

Google Pay requires that a screen lock be set on the phone. It has no card limit.
Users can add payment cards to the service by taking a photo of the card, or by entering
the card information manually. To pay at points of sale, users hold their authenticated
device to the point of sale system. The service has smart-authentication, allowing the
system to detect when the device is considered secure (for instance if unlocked in the
last five minutes). Spring CEO Alan Tisch said Google Pay improves mobile shopping
business by supporting a "buy button" powered by Google Pay integrated within
vendor's creative design.

CUSTOMER SATISFICATION

India being a developing country has weak infrastructure, low PC penetration,

developing security protocols and consumer reluctance in rural sector.In a study
conducted by Rao and Prathima (2003) it was revealed that India still has long way to
go in online banking services in comparison to other countries. E-banking is becoming
popular in India (Gupta,1999; Dasgupta, 2002).

Internet is cheapest channel of delivery for bank and financial products as it

reduces the branch networks and scales down the number of service staff. E-banking
has also emerged as planned source for achieving higher efficiency, control of
operations and reduction of cost by replacing paper based and labor exhaustive methods
with automatic processes which thus lead to higher productivity and profitability and
efficiency. (Malhotra&Balwinder,2009)

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E-banking has led to increase in speed of communication and transactions for

clients. E-banking is offering wide range of services to its customers. Customers can
communicate with banks and carry out transactions from anywhere in the world. Due
to E-banking customers have changed their traditional way of banking to modernized
banking i.e. self service system by use of internet. (Curran and Meuter,2007).

Fast and furious growth of technology has affected lives of millions of people
from all over the world. There are a large number of factors which influence the
consumer’s attitude towards e-banking such as person’s age, income, family size,
inspiration and behavior towards different banking technologies and attitude of every
individual towards the new technology (Laforet and Li, 2005). But Many people do not
use Internet banking in India due to security reasons, lack of knowledge and also due
of user friendliness. Protection and confidentiality are the most challenging problems
faced by customers who aspire to operate in the e-commerce. Perceived risk was also
one of the major factors affecting consumer adoption, as well as customer satisfaction,
of E- banking services (Polatoglu and Ekin, 2001).

WHY CONSUMER PREFERENCE IS IMPORTANT?

Consumer preference determines what products people will buy within their
budget. Understanding consumer preference will give an indication of consumer
demand.

This information will help to ensure that the customers have enough product to
meet demand and will help to determine the price for the product. If, for example, the
company makes dresses, knowing what women prefer in a dress will help to determine
which colors and fabrics will sell better than others, as well as whether shorter hemlines
will sell better than longer hemlines. On the other hand, if the competitors offer similar
dresses for less money that are also preferable, one may need to reduce production,
change the design or reduce profit to ensure he/she isn’t left with too much inventory
at the end of the season. As the preference for one product over another increase, one
product may outsell the other even if the price is much higher. However, when the
preference is negligible, then price and availability become the determining factors over
which one will sell better.

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1.2. Industry Profile

Digital payments started to pick up pace with the growth of e-

commerce companies followed by emergence of digital wallet companies. To lure the
consumers, the digital wallets doled out lucrative offers and cashbacks to get consumers
on board using the payment channel. Thanks to the ease of use, attractive offers and
increased smartphone penetration, the digital wallet companies did find their way to the
consumer’s phone as well as the pocket.

To expand their reach, the digital wallets started encouraging

customers to use them for offline point of sale (POS) transactions too like at shopping
malls, supermarkets, grocery stores, restaurants and gas/petrol stations. These POS
transactions are expected to become a majority contributor to the digital payments
platform in the coming years. Clearly, digital wallets are playing a unique role in
driving the growth of digital payments sector.

The other important pillar of the digital payment story are the online
ticketing, travel and events companies like IRCTC (Railways), Make my trip, Yatra,
Ibibo, Clear trip (Airlines and hotels), Trivago (hotels), Red Bus (buses), and Book my
show (movie and event ticketing). They have got consumers to transact online.

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1.3. Company Profile

HISTORY

DURING 2015
Originally launched as Android Pay, the service was released at Google I/O
2015. Android Pay was a successor and built on the base established by Google
Wallet which was released in 2011. It also used technology from the carrier-backed
Softcard—Google had acquired its intellectual property in February 2015. At launch,
the service was compatible with 70% of Android devices, and was accepted at over
700,000 merchants

As of 2020, it is currently available in 40 countries. Upon its UK launch

Android Pay supported MasterCard and Visa credit and debit cards from many of the
UK's major financial institutions — including Bank of Scotland, First Direct, Halifax,
HSBC, Lloyds Bank, M&S Bank, MBNA and Nationwide Building Society — "with
new banks being added all the time" according to Google. Natwest, RBS and Ulster
Bank launched on September 14, 2016. On September 8, 2016 it was reported that
UK banks TSB and Santander would be participating in the following weeks.

DURING 2016
In 2016, Google began a public trial in Silicon Valley of a related mobile app
called Hands Free. In this system, the customer does not need to present a phone or
card. Instead, a customer announces they wish to "pay with Google" and give their
initials to the cashier, who verifies their identity with a photo previously uploaded to
the system. The customer's phone will only authorize payment if its geographic
location system indicates it is near a participating store.

2017 - 2018
On September 18, 2017, Google launched an UPI-based app Tez in India. On
August 28, 2018, Google rebranded Tez to Google Pay.

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2020 -2021
On November 17, 2020, Google Pay was made available in ten new
European countries: Austria, Bulgaria, Estonia, Greece, Hungary, Latvia, Lithuania,
Netherlands, Portugal, and Romania. Google Pay for these countries works without
the app but as a service. The app won't be available for download as stated by Google
on the Google Pay Help page.

Developers Google

Initial release September 11, 2015; 5 years ago

(as Android Pay)

January 8, 2018 (as Google Pay)

Stable release(s) [±]

Android 120.1.3 / January 25, 2021; 25 days ago

Wear OS 2.72.209520801 / August 26, 2018; 2 years ago

Operating system Android Lollipop 5.0 or later

iOS 11 or later (US and India

only)

Type Digital wallet

License Proprietary

Website pay.google.com

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1.4. Objectives of the study

• To measure the level of satisfaction of the respondents of towards Google pay.

• To analyze the level of awareness and factors influencing among the

respondents towards Google Pay.

• To find out the major problems faced by the respondents towards Google pay.

• To identify the customer preference of Google Pay users.

• To study the socio-economic characteristics of the respondents of Google Pay.

1.5. Scope of the Study

❖ This study highlights the preference of the customer towards Google pay.
❖ The scope of the study was extended only to the respondents of Tirupur.
❖ It does not cover all the customers using Google pay.
❖ It gives an idea of the sectors that need to improve.
❖ It helps in getting feedback about the usage. The project helps to put into
practice the theoretical aspects of the study into reality.
❖ To find out awareness and preferences of the users towards Google pay service
providers.
1.6. Limitation of the study

• The study was conducted only in a limited area. This may not give a generalized
conclusion.
• The time period of the study was also limited.
• Respondents may be biased.

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CHAPTER 2
LITERATURE REVIEW
2.1. Review Literature
Roopali Batra,NehaKalra (2016) "Are Digital wallets The New currency?" in
these investigations let us know in a period of digitalization, the examination intends to
contemplate the client recognition, utilization design inclinations and fulfillment level
with respect to advanced wallets in view of an investigation of 52 respondents. It
additionally recognizes the hindrances and difficulties to the selection of the same.

DR.S.Manikandan, and J.MaryJayakodi. (2017). “An Empirical Study on

Consumers Adoption of Mobile Wallet with Special Reference to Chennai City’’ The
present study aims to explain the application and usage of wallet money endorsed by
different companies and various factors that affect the consumer’s decision to adopt
mobile wallet and various risks and problems faced by the users of mobile wallet. A
structured questionnaire was prepared and data were collected from 150 respondents
from Chennai city.” A JOURNAL OF COMPOSITION THEORY”, Volume XII Issue
XI NOVEMBER 2019 ISSN: 0731-6755 Page No: 414.

Shivangi Jaiswal1 ,PankajJoge (2018) “A Study on Consumers Acceptance of

Mobile Wallet with Special Reference to Durg/Bhilai”. The study is to analyse the
application and usage of wallet money endorsed by different companies and various
factors that affect the consumer’s decision to adopt mobile wallet and various risks and
challenges faced by the customers of mobile wallet.

Bamasak carried out study in Saudi Arabia found that there is a bright future for m-
payment. Security of mobile payment transactions and the unauthorized use of mobile
phones to make a payment were found to be of great concern to mobile phone users.
Security and privacy were the major concerns for the consumers which affect the
adoption of digital payment solutions. Doan illustrated the adoption of mobile wallet
among consumers in Finland as only at the beginning stages of the Innovation-Decision
Process.

Saviour F (2019) in his study analyzed the varied factors which result in consumer
satisfaction. The researcher’s main focus is on the satisfaction level of Paytm users.
Researchers have identified the explanations for dissatisfaction of consumer towards
the EWallet services and also the researcher made an effort to seek out suggestions to
enhance the Paytm services. The study concluded that the majority of the respondents

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are satisfied with the services of paytm, due to simple access, increased usage of smart
phone and cashless economy.

Abhijit and Harmeet (2017) studies about the Gpay usage by smartphone users and
also attempts to analyze the varied obstacles faced by the Gpay users. A structured
questionnaire was distributed to 230 smartphone users but only 151 responses were
valid and thought of for data analysis. The researchers‟ have used the descriptive
method so as to urge the statistical results. The findings conclude that Gpay has got to
work upon the payment gateway to enhance the transaction efficiently and to figure
upon transaction time, discounts and offers.

Adekunle et al., (2009) examines the influence of personal profile and electronic
banking on pre received customers’ service delivery in the Nigerian Banking Sector.
The result showed that the gender of sample respondents has a significant influence on
customers’ perception of quality-of-service delivery and also examined there was no
significant influence of age on customers’ perception of quality service delivery.

Ching Poon (2008) shows that out of ten factors accessibility, convenience of
usage, design and content are the major sources of satisfaction privacy and securities
are the main source of dissatisfaction. Whereas, the availability of features, speed,
service charges and bank management are the dangers to the success of the online
banking services. Hence the researcher is to identify the satisfaction level of security
points in online banking services.

Rajesh Kumar Srivastava (India) (2017) focuses on the issues like customers
perception about internet banking and how to improve the usage rate. The study
revealed that education, gender and income play an important role in the usage of
internet banking.

Naveed Azeem Khatttak and Kashif. Ur. Rahman (2019) study indicates that
awareness towards Islamic products like current account, fixed deposit is good. It also
found that customers are not aware of the financial products offered. The study suggests
creating awareness about the products provided by the banks and insisted on the
provision of network.

Making payments via mobile phones has been in use for many years and is now set
to explode. Also, mobiles are increasingly being used by consumers for making
payments. “Digital Wallet” which are nothing but smart phones and which can function
as leather wallets has become a part of consumers. Digital wallets offer many benefits
while transferring money such as convenience, security and affordability. Growth in
technology has opened many modes of payments through which consumers can do
transactions which are more convenient, accessible and acceptable. Consumers have an

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inclination towards mobile payment apps usage. Offering various benefits such as flexi
payment digital wallet brands are providing extra convenience to consumers.

A major factor in adoption of digital wallet is convenience in buying products online

without physically going from one location to another location. There have been many
studies conducted in the past on mobile payment applications to find consumer interest
and they found consumers have positive inclination for the same.

The factors such as perceived ease of use, expressiveness and trust affect adoption
of digital wallet as payment method. These factors are termed as facilitators and play a
crucial role in the adoption of digital payment solutions. Usage of digital wallets among
youth in the state of Punjab was found to be associated with societal influence and
usefulness, controllability and security, and need for performance enhancement.
Premium pricing, complexity, a lack of critical mass, and perceived risks

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CHAPTER 3
RESEARCH METHODOLOGY

3.1. Research Design

Research design is an out of scientific investigation and research
methodology is a way to systematically solve the research problem. Hence the
methodologies for each research problem need to be designed by the researcher
through research

3.2. Sources of data

The data can be collected in two ways and they are as follows:
3.2.1. Primary Data:
Primary data are those, which are collected a fresh and for the first
time and thus happen to be original in character. It is the backbone of any study.
Primary data was obtained from personal interview of respondents with the help of
widely used and well-known method of survey, through a well-structured
questionnaire.
3.2.2. Secondary Data:
Secondary data are those which have already been collected by
someone else and which have already been passed through the statistical process. In
this case one is not confronted with the problems that are usually associated with the
collection of original data. Secondary data is either published data or unpublished data.
Secondary data was collected from the internet only.

3.3. Sample Design

Sampling can be defined as the section of some part of an aggregate or
totality on the basis of which judgment or an inference about aggregate or totality
is made. The steps involved in sampling design are as follows:

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3.3.1. Population:
Population refers to collectively as the participants. Here the
participants are users of google pay.
3.3.2. Sampling Size:
Sampling size is the total number of units covered in our study. The
sample size of this study is 106.
3.3.3. Sampling Method:
Sampling Technique used in this study is Non-Probability Convenience
Sampling. It is that type of sampling where the researcher selects the
sample according to his or her.

3.4 Method of data collection

3.4.1. Primary Data:
Primary data are those which are collected a fresh and for the first time,
and thus happen to be original in character.
3.4.2. Secondary Data:
Secondary data analysis can save time that would otherwise be spent
collecting data and particularly in the case of quantitative data, can
provide larger and higher quality databases that would be unfeasible for
any individual researcher to collect on their own.

3.5. Tools for analysis:

3.5.1. Chi – Square
The Chi - Square tests a fairly simple and definitely the most popular of
all tools. The Chi - Square test is widely used for non-parametric test in
statistical work. It makes no assumption about being sample.

(𝑶 − 𝑬)𝟐
𝑪𝒉𝒊 − 𝒔𝒒𝒖𝒂𝒓𝒆 = ∑
𝑬

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Where, O – Observed Value

E – Expected Value
3.5.2. One-way ANOVA

The one-way ANOVA compares the means between the groups you are
interested in and determines whether any of those means are statistically
significantly different from each other. Specifically, it tests the null
hypothesis: where µ = group mean and k = number of groups.

If, however, the one-way ANOVA returns a statistically significant

result, we accept the alternative hypothesis (HA), which is that there are
at least two group means that are statistically significantly different from
each other

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CHAPTER 4
ANALYSIS AND DISCUSSION
4.1 Percentage analysis

4.1.1 Gender of respondents

Table 4.1 shows gender of respondents

Particulars frequency percent Valid percent Cumulative

Percent

Female 25 29.6 29.6 29.6

Male 81 70.4 70.4 100

Total 106 100 100

Interpretation
The above table explains that 29.6% of respondents are female, remaining 70.4%
of respondents are male. The above chart explains that majority of respondents are male
with 70.4%.

Chart 4.1 shows gender of respondents

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4.1.2 age of respondents

Table 4.2 shows age of respondents

particulars frequency percent Valid percent Cumulative
Percent

below 20 26 24.5 24.5 24.5

years

21-30 years 50 47.2 47.2 71.7

31-40 years 16 15.1 15.1 86.8

above 40 16 13.2 13.2 100

years

Total 106 100 100

Interpretation
From the above table it is found that 24.5% of the respondents belong to the age
group of below 20 years,47.2% of the respondents belong to the age group of between
21-30 years, 15.1% of the respondents belong to the age group of between 31-40 years,
13.2% of the respondents belong to the age group of above 40 years. So the majority of
respondents belongs to the age group of between 21-30 with 47.2%.

Chart 4.2 shows the age of respondents

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4.1.3 Marital Status

Table 4.3 Marital Status

particulars frequency percent Valid percent Cumulative
Percent

married 69 34.9 34.9 34.9

unmarried 37 65.1 65.1 100

Total 106 100 100

Interpretation
From the above table it is found that 65.1% of the respondents are unmarried,
34.9% of the respondents are married. The majority, 65.1% of the respondents are
unmarried.

Chart 4.3 Marital Status

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4.1.4 Educational qualification

Table 4.4 Educational qualification

particulars frequency percent Valid percent Cumulative
Percent

Diploma 4 3.8 3.8 3.8

Under 61 57.5 57.5 61.3

Graduate

Post 17 16 16 77.3
Graduate

Professional 16 15.1 15.1 92.4

degree

others 8 7.6 7.6 100

Total 106 100 100

Interpretation
From the above table it is found that, 3.8% of the respondents are Diploma
holders, 57.5% of the respondents are under grauduates,16% of the respondents are post
graduates, 15.1% of the respondents are professional degree holders,7.6% of the
respondents comes under other category. The majority, 57.5% of respondents are under
graduate.

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Chart 4.4 Educational qualification

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4.1.5 Residential area

Table 4.5 Residential area

particulars frequency percent Valid percent Cumulative
Percent

rural 32 30.5 30.5 30.5

urban 73 69.5 69.5 100

Total 106 100 100

Interpretation
From the above table it is found that 69.5% of the respondents belong to urban
areas, 30.5% of the respondents belong to rural area. The majority, 69.5% of
respondents belongs to urban area.

Chart 4.5 Residential area

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4.1.6 Occupation

Table 4.6 Occupation

particulars frequency percent Valid percent Cumulative
Percent

student 62 58.5 58.5 58.5

employee 26 24.5 24.5 83

business 17 16 16 99

Home maker 1 1 1 100

Total 106 100 100

Interpretation
From the above table it is found that, 58.5% of the respondents are students,
16% of the respondents are doing business, 24.5% of the respondents are employees,
1% of the respondents are homemakers. The majority,58.5% of respondents are
students.

Chart 4.6 Occupation

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4.1.7 Monthly income

Table 4.7 Monthly income

particulars frequency percent Valid percent Cumulative
Percent

Less than 42 42.4 42.4 42.4

10000

10001-20000 26 26.3 26.3 68.7

20001-30000 12 12.1 12.1 80.8

Above 30000 19 19.2 19.2 100

Total 106 100 100

Interpretation
From the above table it is found that 42.4% of the respondents are earning less
than Rs.10000, 26.3% of the respondents are earning Rs.10001-Rs.20000, 12.1% of the
respondents are earning Rs.20001-Rs.30000, 19.2% of the respondents are earning
above Rs.30000. The majority,42.4% of respondents belongs to the income group of
less than 10000.

Chart 4.7 Monthly income

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4.1.8 Number of members in your family

Table 4.8 Number of members in your family

particulars frequency percent Valid percent Cumulative
Percent

Only 2 8 7.7 7.7 7.7

2-4 63 58.7 58.7 66.4

5-7 27 25.9 25.9 92.3

7 and above 8 7.7 7.7 100

Total 106 100 100

Interpretation
From the above table it is found that, 7.7% of the respondent's family has only 2
members,58.7% of the respondent's family has 2-4. members, 25.9% of the
respondent's family has 5-7 members, 7.7% of the respondent's family has 7 and above
members. The majority,58.7% of respondents has a family size of 2-4.

Chart 4.8 Number of members in your family

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4.1.9 How did you come to know about Google pay?

Table 4.9 How did you come to know about Google pay?
Particulars frequency percent Valid percent Cumulative
Percent

Advertisement 39 36.8 36.8 36.8

Friends & 40 37.7 37.7 74.5

relatives

Family 13 12.3 12.3 86.8

Colleagues 14 13.2 13.2 100

Total 106 100 100

Interpretation
From the above table it is found that, 36.8% of the respondents know about
Google pay through advertisements, 37.7% of the respondents know about Google pay
through friends and relatives, 12.3% of the respondents know about Google pay through
family members, 13.2% of the respondents know about Google pay through colleagues.
The majority,37.7% of respondents were aware about google pay through friends &
relatives.

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Chart 4.9 How did you come to know about Google pay?

4.1.10 Which device are you using for Google pay?

Table 4.10 Which device are you using for Google pay?
Particulars frequency percent Valid percent Cumulative
Percent

Mobile 78 73.6 73.6 73.6

Tablet 20 18.9 18.9 92.5

Pc/laptop 8 7.5 7.5 100

Total 106 100 100

Interpretation
From the above table it is found that, 73.6% of the respondents are using
mobile phones for Google pay, 18.9% of the respondents are using tablet for Google
pay, 7.5% of the respondents are using PC/LAPTOP for Google pay. The
majority,73.6% of respondents are using mobiles.

Chart 4.10 Which device are you using for Google pay?

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4.1.11 Google pay saves time.

Table 4.11 Google pay saves time.

particulars frequency percent Valid percent Cumulative
Percent

Yes 95 89.3 89.3 89.3

No 11 10.7 10.7 100

Total 106 100 100

Interpretation
From the above table it is found that, 89.3% of the respondents are opinioned
that Google pay is time saving, 10.7% of the respondents are opinioned that Google
pay is time consuming. The majority, 89.3% of respondents are opinioned that Google
pay is time saving.

Chart 4.11 Google pay saves time.

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4.1.12 Is Google pay wallet accepted everywhere?

Table 4.12 Is Google pay wallet accepted everywhere?

particulars frequency percent Valid percent Cumulative
Percent

Yes 76 71.7 71.7 71.7

No 30 28.3 28.3 100

Total 106 100 100

Interpretation
From the above table it is found that,71.7% of the respondents agree that Google
pay is accepted everywhere, 28.3% of the respondents do not agree that Google pay is
accepted everywhere. The majority,71.7% of respondents that google pay is accepted
everywhere.

Chart 4.12 Is Google pay wallet accepted everywhere?

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4.1.13 On an average how many times you use Google pay?

Table 4.13 On an average how many times you use Google pay?
particulars frequency percent Valid percent Cumulative
Percent

Several times 41 38.7 38.7 38.7

daily

One time 35 33 33 71.7

daily

Weekly once 21 19.8 19.8 91.5

Monthly once 6 5.7 5.7 97.2

Rarely 3 2.8 2.8 100

Total 106 100 100

Interpretation

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From the above table it is found that, 38.7% of the respondents are using
Google pay several times daily, 33% of the respondents are using Google pay one time
daily, 19.8% of the respondents are using Google pay weekly once, 5.7% of the
respondents are using Google pay monthly once, 2.8% of the respondents are using
Google pay rarely. The majority, 38.7% of respondents are using Google pay several
times daily.

Chart 4.13 On an average how many times you use Google pay?

4.1.14 For which purpose you are using Google pay wallet?

Table 4.14 For which purpose you are using Google pay wallet?
particulars frequency percent Valid percent Cumulative
Percent

Bill payment 42 39.6 39.6 39.6

Ticket 20 19.9 19.9 59.5

booking

Recharge 17 16 16 75.5
mobile
balance

Shopping 12 11.3 11.3 86.8

Transfer of 15 14.2 14.2 100

fund

Total 106 100 100

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Interpretation
From the above table it is found that, 39.6% of the respondents are using
Google pay for bill payments, 19.9% of the respondents are using Google pay for ticket
booking, 16% of the respondents are using Google pay for recharge mobile balances,
11.3% of the respondents are using Google pay for shopping, 14.2% of the respondents
are using Google pay for transfer of funds. The majority,39.6% of respondents are using
google pay in bill payment.

Chart 4.14 For which purpose you are using Google pay wallet?

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4.1.15 Major use of Google pay wallet.

Table 4.15 Major use of Google pay wallet

particulars frequency percent Valid percent Cumulative
Percent

Personal use 86 81.9 81.9 81.9

Business use 20 18.1 18.1 100

Total 106 100 100

Interpretation
From the above table it is found that, 81.9% of the respondents are using
Google pay for personal use, 18.1% of the respondents are using Google pay for
business use. The majority, 81.9% of respondents are using google pay for personal
use.
.
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Chart 4.15 Major use of Google pay wallet

4.1.16 Rate the level of awareness towards Google pay facilities.

.
Chart 4.16 Rate the level of awareness towards Google pay facilities

Interpretation

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The above chart explains how much the people are aware about the google pay
facilities.

4.1.17 Factors that influence the Google pay.

Chart 4.17 Factors that influence the Google pay.

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Interpretation
The above chart explains the factors that influence the use of google pay.

4.1.16 Irritation through popping of advertisement

Table 4.16 Irritation through popping of advertisement

particulars frequency percent Valid percent Cumulative
Percent

Yes 75 70.2 70.2 70.2

No 31 29.8 29.8 100

Total 106 100 100

Interpretation
From the above table it is found that, 70.2% of the respondents are opinioned
that they are irritated at the advertisement popping up in Google pay app, 29.8% of the
respondents are opinioned that they are not irritated at the advertisement popping up in

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Google pay app. The majority, 70.2% of respondents are opinioned that they are
irritated at the advertisement popping up in Google pay app.

Chart 4.18 Irritation through popping of advertisement

4.1.19 Level of satisfaction towards the use of google pay

Chart 4.19 Level of satisfaction towards the use of google pay

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Interpretation
The above chart explains the satisfaction towards the use of google pay.

4.1.20 Average monthly spending on Google pay.

Table 4.17 Average monthly spending on Google pay.

particulars frequency percent Valid percent Cumulative
Percent

Less than 16 15.4 15.4 15.4

1000

1001 to 5000 44 40.4 40.4 55.8

5001 to 10000 18 17.3 17.3 73.1

Above 10000 28 26.9 26.9 100

Total 106 100 100

Interpretation

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From the above table it is found that, 15.4% of the respondents opinioned that
monthly spending on Google pay is less than Rs.1000, 40.4% of the respondents
opinioned that monthly spending on Google pay is Rs.1001-Rs.5000, 17.3% of the
respondents opinioned that monthly spending on Google pay is Rs.5001-Rs.10000,
26.9% of the respondents opinioned that monthly spending on Google pay is above
Rs.10000 averagely. The majority, 40.4% of respondents spend Rs 1001-5000 every
month.

Chart 4.20 Average monthly spending on Google pay.

4.1.21 Rank the problem that you face during usage of Google Pay.

Chart 4.21 Rank the problem that you face during usage of Google Pay.

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Interpretation
The above chart shows the ranks given to its facilities by the respondents.

4.1.22 Overall opinion about google pay.

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Table 4.18 Overall opinion about google pay.

Particulars frequency percent Valid percent Cumulative
Percent

Very satisfied 30 28.8 28.8 28.8

Satisfied 63 60.6 60.6 89.4

Neutral 13 10.6 10.6 100

Dissatisfied 0 0 0 100

Total 106 100 100

Interpretation
From the above table it is found that, 28.8% of the respondents are very satisfied
about using Google pay, 60.6% of the respondents are satisfied about using Google pay,
10.6% of the respondents are neutral about using Google pay, 0% of the respondents
are dissatisfied about using Google pay.

Chart 4.22 Overall opinion about google pay.

4.2 chi-square test

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4.2.1. Relationship between the marital status & average monthly spend on google
pay

Null hypothesis (H0)

There is no significant difference between marital status & average monthly spend on
google pay
Alternate hypothesis (H1)
There is significant difference between marital status & average monthly spend on
google pay

Table 4.25 shows marital status & average monthly spend in google pay
Cross tabulation

marital status * average monthly spend Crosstabulation

count average monthly spend

less than 1000 1001-5000 5001-10000 above 10000 21 Total

marital status married 3 7 9 16 1 36

unmarried 13 34 11 12 0 70

Total 16 41 20 28 1 106

Table 4.26 shows chi-square tests

Chi-Square Tests

Asymp. Sig. (2-

Value df sided)

Pearson Chi-Square 16.605a 4 .002

Likelihood Ratio 17.158 4 .002

Linear-by-Linear Association 8.931 1 .003

N of Valid Cases 106

a. 2 cells (20.0%) have expected count less than 5. The minimum

expected count is .34.

4.3 ANNOVA

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4.3.1. Relationship between the educational qualification and overall satisfaction

Null hypothesis (H0)

There is no significant difference between educational qualification and overall
satisfaction
Alternate hypothesis (H1)
There is significant difference between educational qualification and overall
satisfaction

ANOVA

overall satisfaction

Sum of Squares df Mean Square F Sig.

Between Groups .316 4 .079 .206 .934

Within Groups 38.628 101 .382

Total 38.943 105

Interpretation
The null hypothesis is accepted. The alternate hypothesis is rejected, There is
no significant difference between educational qualification and overall satisfaction

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CHAPTER 5
FINDINGS AND SUGGESTIONS
5.1 Findings
• Majority 76.4% of the respondents are male.
• Majority 47.2% of the respondents are belong to the age group of below 30
years.
• Majority 65.1% of the respondents are unmarried.
• Majority 57.5% of the respondents are under graduates.
• Majority 69.5% of the respondents are belong to urban area.
• Majority 58.5% of the respondents are students.
• Majority 42.4% of the respondents monthly income is less than Rs.10000.
• Majority 58.7% of the respondents has 2-4 members in their family
• Majority 37.7% of the respondents are aware of Google pay through friends and
relatives.
• Majority 73.6% of the respondents are using mobile phones for Google pay.
• Majority 89.3% of the respondents have accepted that Google pay is time
saving.
• Majority 71.7% of the respondents agree that Google pay is accepted
everywhere.
• Majority 38.7% of the respondents are using the Google pay several times daily.
• Majority 39.6% of the respondents are using Google pay for bill payments.
• Majority 81.9% of the respondents are using Google pay for personal use.
• Majority 58% of the respondents are utilizing Google pay for mini statement.
• Majority 59% of the respondents are aware Google pay for fund transfer.
• Majority 68% of the respondents are highly influenced by speedy transaction.
• Majority 60% of the respondents are highly influenced by security and security.
• Majority 70% of the respondents are opinioned that they are irritated at the
advertisement popping up in Google pay app.
• Majority 65% of the respondents are highly satisfied at using Google pay for
Ticket booking.
• Majority 39% of the respondents are highly satisfied at using Google pay for
Insurance premium.
• Majority 40.4% of the respondents are spending 1001 to 5000.
• Majority 39% of the respondents are ranked 5 at using Google pay for security
of mobile payment.
• Majority 60.6% of the respondents are satisfied about using Google pay.

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5.2 Suggestions

• It is found only 13.2% of the respondents of who are above 40 years age
category are using google pay. This has to be increased by educating the
category people.

• PIN or password should not be stored, the PIN or passwords should be

changed frequently and memorized before destroying.

• In the source of awareness, Friends & Relatives plays a major role, some
referral coupon will be given to increase the customer referrals, since
advertisement will consume more cost, without cost referrals will give
more result.

• The app must be redesign supported the feedback getting from the users
at least once in a year

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CHAPTER VI
CONCLUSION
The study was accomplished to explore customer’s preference and satisfaction
to engage in using a Google pay in replacement of their physical wallets. Ours is a
society moving on the wheels of technological advancements. Technological charges
are also influenced in banking sector. Mobile banking brings a drastic change in the
field of banking sector by the implementation of mobile wallets. The study on the topic
“A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY
USERS” finds the satisfaction level of users in using various services of Google pay
and most satisfied area of Google pay services.

From this study, it is clear that most of the people are aware about the various
services of Google pay and they use it in maximum extend. Google pay is drastically
used among the youths and increasingly used by students for their transaction.
Customer services make it unique from other mobile wallets. In this present scenario,
mobile wallet service is more beneficial to the society to reduce the cost and time
evolved with making the transaction personally by going to their respective banks. After
the demonetization of Rs. 500 and Rs.1000 notes, Google pay has significantly
influenced the society. From the study it is understood that after the demonetization
Google pay has taken steps to increases its market share within a short span of time.
This would make Google pay one of the most efficient and effective Google pay wallet
service providers in India

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BIBILOGRAPHY

BOOKS:

➢ C.R.Kothari, “Research methodology”, Wishwa

Prakashmam, Second edition, New Delhi,2002
➢ Assael, Henry, “Consumer Behaviour”, Houghton Mifflin
Company ,USA, 2004.
➢ D.D. Sharma, “Marketing Research “, Sultan Chands & Sons,
First edition, New Delhi, 1998.

WEBSITES:

1. http://www.google.co.in/
2. http://www.wikipedia.org/
3. www.studymore.com
4. www.walletindustry.com
5. www.googlepay.com
6. www.academia.edu

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APPENDIX
Questionnaire
A STUDY ON CUSTOMER SATISFACTION

TOWARDS GOOGLE PAY USERS

1. Name:

2. Gender:

a) Male b) Female

3. Age:

a) Below 20 years b) 21 - 30 years

c) 31 - 40 years d) Above 40 years

4. Marital status:

a) Married b) Unmarried

5. Educational qualification

a) Diploma b) Under graduate

c) Post graduate d) Professional degree

e) Others

6. Residential area

a) Urban b) Rural

7. Occupation

a) Student b) Business

c) Employee d) Homemaker

8. Monthly income

a) Less than Rs.10000 b) Rs.10001-Rs.20000

c) Rs.20001-Rs.30000 d) Above Rs.30000

9. Number of members in your family.

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a) Only 2 b) 2 - 4

c) 5 - 7 d) 7 and above

10. How did you come to know about Google pay?

a) Advertisement b) Friends & relatives

c) Family d) Colleagues

11. Which device are you using for Google pay?

a) Mobile b) Tablet

c) PC/Laptop

12. Google pay saves time.

a) Yes b) No

13. Is Google pay wallet accepted everywhere?

a) Yes b) No

14. On an average how many times you use Google pay?

a) Several times daily b) One time daily

c) Weekly once d) Monthly once

e) Rarely

15. For which purpose you are using Google pay wallet?

a) Bill Payments b) Ticket Booking

c) Recharge mobile balance d) Shopping

e) Transfer of funds

16. Major use of Google pay wallet.

a) Personal use b) Business use

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17. Rate the level of awareness towards Google pay facilities

Parameters Utilization Not aware Aware Highly aware

Mini statement

Fund transfer

Bills payment

Maximum Rs.20000 per day

18. Tick the following factors that influence the Google pay.

Very
Strong Moderate Partial Null
Factors strong
influence influence influence influence
influence

Transaction speed

Safety &security

Charges of using
Google Pay

Software issue

Convenience

Grievance

19. Does the advertisement popping up on the Google pay app irritate you?

a) Yes b) No

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20. Level of satisfaction towards the use of Google pay.

Highly Highly
Variables Satisfied Neutral Dissatisfied
satisfied Dissatisfied

Bill payments

Ticket booking

Recharging mobile balance

Shopping

Transfer of funds

Hotel booking

Insurance premium

21. Average monthly spending on Google pay.

a) Less than 1000 b)1001 to 5000

c)5001 to 10000 d) Above 10000

22. Rank the problem that you face during usage of Google Pay.

S. No FACTORS RANK

1 Security of mobile payment

2 Excessive time consumption to setup

3 Danger of losing money

4 Cannot be used for International transaction

23. Overall opinion about Google pay.

a) Very satisfied b) Satisfied

c) Neutral d) Dissatisfied

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