CHAPTER - 1
INTRODUCTION:
Form the beginnings of the "Customer service revolution"
almost 20 years ago, a body of business research has focused on
customer satifacton and customer-focused organizations.
Business consultants, corporations and others have worked to
identify the characteristics of organizations that consistently
please their customers, to devlop tools for moinitoring customer
satisfaction, and to build continuous, quality improvement
systems that rspond to consumer feedback.
A STUDY ON CUSTOMER SATIFACTION TOWARD
GOOGLE PAY
MEANING OF CUSTOMER:
A customer is someone who buys goods or services especially from a
shop. In sales, commerce and economics, a customer is the recipients of
a good service, product or an idea - obtained from a seller, vendor or
supplier via a financial transation or exchange for money or some other
valuable consideration.
DEFINITION OF CUSTOMERS:
Customer satifaction is defined as "The number of customers" of
percentage of total customers, who reported experience with a firm, Its
products, or its services. It is a term frequently used in marketing. it is a
measure of how products and services supplied by a company meet or
surpass customer expectation.
CHARACTERISTICS OF CUSTOMERS:
1. Customers reign supreme. They control the experience they want; they
research, explore, and share.
2. Customers are ALWAYS connected. 24 hours a day, 7days a weeks, on any
internet-enabled device. 77% of Americans own a smartphone today, compared to
35% in 2011. ([Link])
3. Customers export personal interactions. 87% of customers believe brands
could deliver moore experiences. ([Link])
4. Customers compare, and compare, and compare. They look at products
they"s interested in across multiple channels and devices, and it's likely any brand-
0wned channels are the last place they look.
5. Customers trust word-of-mouth over brands. 75% of consumers trust online
recommendations more brand statements. ([Link])
SATISFACTION:
MEANING OF CUSTOMER SATISFACTION:
Customer satifaction is a moving target, customer expectations and performances,
standards are continuosly changing with the competitors also working towards
meeting or exceeding the customer requirements. Customer's improvememt is the
maintaining customer satisfaction.
DEFINITION OF CUSTOMER SATISFACTION:
''Satisfaction is the consumer's fulfilment response. It is a judgement that a
product or service feature, or the product or service itself. Provide a pleasurable
level of consumption related fulfillment".
-A RICHARD L. OLIVER.
WHAT IS CUSTOMER SATISFACTION?
Customer satifaction is defined as a measurement that determines how happy
customers are with a company's products, services, and capabilities. Customer
satifaction informtion, including surveys and ratings, can help a company
determine how to best improve or changes its products and services.
Model of Customer Satisfaction
there are two important questions to ask when establishing customer satisfaction:
1. Who are the customers?
2. What does it take to satisfy them?
WHO ARE THE CUSTOMERS?
Customer include anyone the organization supplies with products or services. The
table below illustrates some supplier-customer relationships.
Note: that many organizations are both customers and suppliers.
SUPPLIER-CUSTOMER RELATIONSHIP EXAMPLES
Supplier Customer
Automobiule manufacturer Individual customers
Automobile manufacturer Car dealer
Bank Holders account
High school Students and parents
Hospital Patients
Hospital Insurance company
Insurance company Hospital
Steel cutting department Punch press deparment
Punch press department Spot weld department
All departments Payroll department
WHAT DOES IT TAKE TO SATISFY THE CUSTOMER?
Organizations should not assume they know what the customer wants. Instead, it
is important to understand the voice of the customer, using tools such as customer
surveys, focus groups, amd polling. Using these tools, organizations can gain
detailed insights as to what their customers want and better tailor their services or
products to meet or exceed customer expectations.
CHARACTERISTICS OF CONSUMER SATISFACTION:
3. "It [the company] dosn't always try to sell to me but tries to provide value"
(35%)
4. "Its marketing is not intrusive" (34%)
5. "Its is respectful of my privacy" (33%)
6. "It makes me feel like I have a relationship with them" (31%)
7. "Its marketing is engaging and interesting to me" (25%)
8. "It knows what I like and don't like (23%)
Top reasons customers are unsatisfied? "It [the company] doesn't make me feel like
they have a relationship with me" (34%), "the company always tries to sell me
instead of providing value" (27%), and "the company doesn't know what I do and
do not like" (16%).
OBJECTIVES OF THE STUDY
· To understand the concept of Google pay.
· To analyse the consumer perception towards Google pay.
· To find out the awareness and preferences of the users towards Google pay
service providers.
SIGNIFICANCE OF THE STUDY
The study brings out and increases the perception towards G-pay.
This would help to gain better understanding of the G-pay and to analyses and
obserce the mind set people about G-pay.
CHAPTER - 2
REVIEWS OF LITERATURE:
RoopaliBatra, NehaKalra (2016) "Are Digital wellets The Mew currency?" in
this investigations let us know in a period of digitatization, 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 recoginzes the hindrances and difficulties to the
selection of the same.
DR.S. Manikandan, and J. Mary Jayakodi. (2017). ''An Empirical Study On
Consumers Adoption Of Mobile Wallet With Special Reference To Chennai City''
The present study aims to explain the application an usage of wallet money
endorsed by different companies and various factors that affect the consumer's
decision to adopt moblie wallet. A structured questionnaire was prepared and data
were collected from 150 respondents from Chennai city.
Shivangi Jaiswell, Pankaj Joge (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.
Saviour F (2019) in his study analysed the varied factors which results in
consumer satisfaction. The researcher's main focus is on the satisfaction level of
paytm users. Researcher has identified the explanations for dissatisfaction of
consumer towards the ewallet services and also the reseacher made an effort to
seek out suggestions to enhance the paytm services. Study concluded that the
majority of the respondents are satisfied with the services of paytm, due to simple
avccess, incresed useage of smart phone and cashless economy.
Pasupathi and Reka (2019), in their entitled "A Study on Customer's
Perception towards Moblie Wallet with Special Reference to Google Pay", with a
view to find out the customer's perception towards Google Pay. A well-structured
questionnaire has been used to collect the data from 150 customers in
Tiruchirappalli by adopting simple rendom sampling method. Data have been
analysed using tools like Simple percentage, Chi-square test, ANOVA and
Cprrelation. The study reveals that Majority of the customers are satisfied with
overall opinion about Google pay. It is also found that there is a positive
relationship between the overall opinion and mode of payment.
Tanzila Ayaz Sayed [Link] (2018), in their research captioned "A Study of
Custo,er Satisfaction Level and Customer Perception of E-Payment App Services
with special reference go Pune City", to study the customers satisfaction level of E-
payment App. The data have been collected through issuing questionnaire to 200
respondents by adopting convenient sampling technique. Simple Percentage
method has been used to analyze the date. The result of the study reveals that the
majority of the respondents are using PAYTM App Services and they feel it is
comfotable and satisfied with speed of transactions.
Shamsher Singh and Ravish Rana (2017), carried otu a research entitled
"Study of Consumer Perception of Digital Payment mode" with a view to know the
customer perception and impact of demographic factors on adoption of digital
mode of payment. Interview method has been used to collect data from 150
respondents in Delhi. Sample Percentage and ANOVA have been used to analyze
the data. The study finds that majority of respondent are male belong to the age
group between 20 and 30 years and majority of them are graduates employed in
private sector and they are influenced by brand, convenient use, secured
transactions, saves time. The result of ANOVA indicates that education play a
significant role in acceptance of digital payment mode.
CHAPTER - 3
PROFILE OF THE COMPANY
HISTORY OF GOOGLE
Google inc. was officially launched in 1998 by Larry Page and Sergey Brin to
market Google search, which has become the most used web-based search engine.
Larry page amd sergey Brin, students at Stanford University in Califomia,
developed a search algorithm at first known as "BackRub" in 1996, with the help
of Scott Hassan and Alan Sterembergg.
The company launched Google News in 2002, Gmail in 2004, Google Maps in
2005, Google Chrome in 2008, and the social network known as Google+ in 2011
(which was shut down in April 2019), in addition to many other products. In 2015,
Google becomes the main subsidiary of the holding company Alphabet inc.
Google has engaged in partnerships with NASA, AOL, Sun Microsystems, News
Corporation, Sky UK, and others. The company set up a charitable offshoot,
[Link], in 2005.
BEGINNING
The project initially involved an unofficial "third founder", Scott Hassan, the lead
programmer who wrote much of the code for the original Google Searh engine, but
he left before Google was officially as a company; Hassan went on to pursue a
career in robotics and fpunded the company Willow Garage in 2006.
In the search of a dissertation theme, Page had been considering among other
things exploring the mathermatical properties of the World Wide Web,
understanding its link structure as a huge graph.
The research project was nicknamed "BackRub", and it was soon joined by Brin,
who was supported by a National Science Foundation Graduate Fellowship. Both
and page were working on the Stanford Digital Library Project (SDLP). The
SDLP's foal was "to develop the enabling technologies for a single, Integrated and
universal digital library" and it was funded through the National Science
Foundation, among other federal agencies. Brin and page were also part of a
computer science research team at Stanford University that received funding from
Massive Difital Data Systems (MDDS), a program managed for the Central
intelligence Agency (CIA) and the National Security Agency (NSA) by large
intelligence and military cointractors.
PARTNERSHIPS:
___________________________________________________________
Google has worked with several corporations, in order to improve production and
services. On September 28, 2005, Google announced a long-term research
partnership wih NASA which would involve Google building a 1,000,000-square-
feet (93,000 m2) R&D center at NASN's Ames Research Center. NASA and
Google are planning to work together on a veriety of areas, including large-scale
data management, massively distributed computing, bio-info-nano convergence,
and encouragement of the entrepreneurial space industry.
Time Warner's AOL i=unit and Google unveiled an expanded partnership on
December 21, 2005, including an enhanced global advertising partnership and a
US$1 billion investment by Google for a 5% stake in AOL.
In August 2006, Google signed a $900 million offer with News Corp's. Fox
interactive Media unit to provide search and advertising on MySpace and other
News Corp. websites includign IGN. [Link], [Link], and Rotten
tomatoes, although Fox Sports is not included as a deal already exists between
News Corp. and MSN.
Consumer services
Web-based services
Google offers Gmail for email, Google Calender for time-management and
scheduiling, Google Maps for mapping, navigation and satellite imagery, Google
Drive for cloud storage of files, google docs, Sheets and slides for productivity,
Google Translate for language translation, YouTube for video viewing and sharing,
Google My Business for managing public business information, and Duo for social
interaction, In March 2019, Google unveiled a bloud gaming service names Stadia,
A job search product has also existed since before 2017, Google for jobs is an
enhanced search featuer taht aggregates listings from job boardrs and career sites.
Softwere
Google develops the Android mobile operating system, as well as its smartwatch,
televition, car, and internet of thisngs-enabled smart device variations.
It also develops the Google Chrome web browser, amd Chrome OS, an operating
system based on chrome.
Hardwere
Google Pixel smartphones on display in a store.
In January 2010, Google released Nexus One. the first Android phone under its
own brand spawned a number of phones and tablets under the "Nexus" branding
until its eventual discontinuation in 2016, replaced by a new brand called Pixal.
In 2011, the Chromebook was introduced, which runs on Chrome OS.
In July 2013, Google introduced the Chromecast dongle, which allows users to
stream content from their smartphones to televisions.
In June 2014, Google announced Google Cardboard, a simple cardboard viewer
that lets user place their smartphone in a special front compartment to view virtual
reality (VR) media.
Internet services
In February 2010, Google announced the Google Fiber project, with experimental
plans to build an ultra-high-speed broaxdband network for 50,000 to 500,000
customers in one or more American cities.
In April 2015, Google announced Project Fi, a mobile virtual network operator,
that combines Wi-Fi and cellular network from different telecommunication
providers in an effort to enable seamless connectivity and fast Interner signal,
Web-based products
_____________________________________________________________
Search tools
· Google Search - a web search engine and Google's core product.
· Google Arts & Culture - an online platform to view artwords and culture
artifacts.
· Google Assistant - a virtual assistant.
· Google Books - a website that lists published books and hosts a large,
searchable selection of scanned books.
· Google Images - a search engine for images online.
· Google News - automated news compilation service and search engine for
news in more than 20 languages.
· YouTube - a video hosting website.
Advertising services
· Google Ads - an online advertising platform.
· AdMob - a mobile advertising network.
· Google Ad Manager - an advertisements exchange platform.
· Google Tag Manager - a tag management system to manage JavaScript and
HTML tags, including web beacons, for web tracking and analytics.
Communication and publishing tools
· Google Account - controls how a user appears and presents themselves on
Google product.
· Gmail - an email service.
· Google Chat - an instant messaging software with a capability of creating
multiuser "rooms".
· Google meet - a video conferencing platform.
· Google Classroom - a content management system for schools that aids in
distribution and grading of assignments and providing in class
communication.
· Google Currents - a digital bulletin board.
· Google Docs - an online word processor that lets you create and format
documents and work with other people.
· Google Sheets - an online spreadsheet app that lets you create and format
spreadsheets and work with other people.
· Google Drive - a cloud-based storage service that enables users to store and
access files online.
· Google Domains - a email forwarding, allowing you to create up to 100
custom email aliases that automatically deliver to your existing email
account.
· Google Translate - a translate text, handwriting, photos, and speech in over
100 languages.
· Google Voice - a gives you a phone number for calls, texts, and voicemails.
· Google Calendar - allows users to create and edit date time events.
Map-related products
· Google Maps - mapping service that indexes streets and displays satellite
and steel-level imagery, proving directions and local busniess search.
· Google Moon - NASA imagery of the moon through the Google Maps
interface.
· Google Street View - provides interactive panoramas from positions along
many streets in the world.
· Google Sky - view planets, stars and galaxies.
HISTORY OF GOOGLE PAY
Originally launched as Android Pay, the service was released at Google I/O 2015.
Android pay was a successer to and built on the base established by Google Wallet
which was relased in 2011. It also used technology from the carrierbacked
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. Google WAllet still powered web-based
The logo of the former branding of the servicfe, Android Pay:
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. Android Py waas launched in Singapore on June 28, 2016, and in Australia
on July 14, 2016.
On Septomber 18, 2017, Google launched a payments app in India known as Tez,
utilizing the Unified Payments Interface (UPI). On August 28, 2018, Google
rebranded Tez to Google Pay.
Google Pay acceptance mark:
On January 8, 2018, Google announced that Google Wallet would be merged into
Android Pay, with the service as a whole rebranded as Google pay.
On December 21, 2018, Google Payment obtained an e-money license in Lithuania
- the license will enable Google to process payment, issue e-money, and handle
elecctronic money wallets in the EU.
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.
On May 18, 2021, Google announced that it woud expand Google Pay for Wear
OS to be available in 26 more countries that Google pay for Android had
previously had exclusivity in.
WHAT IS GOOGLE PAY:
Google Pay (stylized as G Pay; formerly Android Pay) is a digital wallet platform
and online payment system developed by Google to power inapp, online, and in-
person contactless purchases on mobile devices, enabling user to make payments
with Android phone, tablets, or watches. User in the United States and India can
also use an iOS device, albeit with limited fuctionality.
As of january 8, 2018, the old Android Pay and Google Wallet have unified in to a
single pay system called Google Pay.
FEATURES OF GOOGLE PAY:
· Google Pay gives you transparency on how your data is used, has new easy-
to-use privacy controls, and protects you with advanced security - all to keep
your money and private information safe.
· Google Pay uses machine learning to identify phishing and other fraud risks
when you send and receive money. The app alerts you when you're paying
someone who's not in your contact list.
· Google Pay requires authentication - via a pin, pattern or biometric - to open
the app or pay a person. That means no one but you can make payments or
see your information if your phone goes missing.
· Contactless payments are more secure than swiping your card because
merchants won't receive your real card number. Google Pay uses a Virtual
Account Number that protects your payment info.
· When you pay friends, it stays private just between you.
· Your forms of payment are saved to your Google Account and are securely
stored with Google. And when you pay online, Google Pay encrypts your
data so your payment stays safe in transit.
· Google Pay does not sell your transaction history to third parties or share it
with the rest of Google for targeting ads.
· If your phone is ever lost or stolen, you can use Google Find My Device to
remotely lock it, log out of your Google Account, or erase your data. This
keeps your payment info safe.
SUPPORTED NETWORKS
· Visa/Visa Debit / Visa electron
· Mastercard/Debit Mastercard
· American Express
· Discover
· Diners Club
· JCB
· Maestro
· PayPal in the US, Germany
· EFTPOS in Australia
· Interac in Canada
· Nanaco stored-value card in Japan
· Edy stored-value card in Japan
· Suica stored-value card in Japan
· Waon stored-value card in Japan
· iD in Japan
· QUICPay in Japan
· Unified Payments Interface in India.
BENEFITS OF GOOGLE PAY:
Google Pay is one app that provides you with many ways to make your customers
buying experience faster, more convenient, and more rewarding. Google Pay's
powerful-yet-simple suite of mobile payment integrations helps you connect with
customers to drive sales and brand loyalty. Get started now and tap into millions of
Android users in just a few steps.
MERCHANT BENEFITS Here are some of the benefits merchants
enjoy with Google Pay:
· Easy online integration: The simple Google Pay API helps you get up and
running in no time. Backend or server-side work depends on your payment
processor and desired method of implementation, but is typically minimal.
· Increased sales: Faster, casier checkouts in stores can lead to more store
visits, more time spent shopping, and customers spending more money.
When customers use Google Pay to make purchases online, they aren't
redirected to a third-party site and stay within your checkout flow for the
entire transaction. Google Pay not only saves customers time and effort but
can lead to higher cart conversions for merchants.
· Traffic, brand affinity, and engagement: When customers save your pass
through the Google Pay API for Passes, merchants build brand affinity and
engage with customers more intimately and more often. Google Pay APIfor
Passes will even notify customers to use these passes when they're near store
locations, or notify them about their upcoming flight or event.
· No transaction fees: Merchants don't pay extra fees when customers use
Google Pay to make purchases.
· Enhanced security: Google Pay's card tokenization helps reduce merchant
risk and exposure to fraud.
CUSTOMER BENEFITS
Customers enjoy a better experience when they choose to buy with Google Pay,
such as:
· Fast and easy purchases wherever they buy: In stores, customers speed
through checkout when they use Google Pay on their mobile device to tap
and pay.
· No cost: Google Pay is a free mobile app available in the Google Play Store.
Customers don't pay extra transaction fees when they use Google Pay to
make purchases.
· Peace of mind: When customers use Google Pay to buy in stores, Google
Pay doesn't send their actual credit or debit card number to make the
payment. Instead, it uses a virtual account number to represent the account
information.
DRAWBACKS OF GOOGLE PAY:
· It doesn't work with some credit cards
· It is not usable at every single store
· Poor customer services
· The support center is not able to assist you.
· To pay for stuff, one will have to take out his or her phone more often.
· Moreover, the virtual money source will allow people to spend more money
than they have. As a result, People are more likely to look over and steal
your pin number if you have a virtual money source.
CHAPTER - 5
FINDING, SUGGESTION AND CONCLUSION
FINDINGS
· Out of 150 sample respondents taken for the study, the majority 53% of the
respondents are female.
· The majority 50% of the respondents are under the age group of 18-25-
years.
· The majority 48 % of the nipondents are fully aware of the Google pay.
· The majority 86% of the respondents are use Google pay for financial
transaction.
· The majority 43 % of the respondents are consider the available discounts
when they using Google pay.
· The majority 41 % of the respondents are using Google pay for weekly.
· The majority 80% of the respondents are agree to Google pay should be
widely available in India.
· The majority 70% of the respondents are promotes cashless to the next level
· The majority 92% of the respondents were the overall opinion about the
Google pay.
SUGGESTIONS
· Google pay users should never share their personal information like PIN
numbers, passwords etc, with anyone,
· PIN or password should not be stored, the PIN or passwords should be
changed frequently and memorized before destroying.
· Google pay users are advised not to provide sensitive account-related
information Over unsecured e-mails or over the phone.
· The risk of technological changes has to be carefully analysed. This is
important to update technologies and remain cost effective and customer
friendly.
CONCLUSION:
The study was accomplished to explore consumers' perception, awareness and
willingness to engage in using a Google pay to replace the content of their physical
wallets. With the increased aggression of internet connectivity Google pay has led
to an increase on the number of Google pay users. Google pay is getting more and
more trending among the consumer. The convenience and ease of use as gained a
credit to mobile wallet and it can be concluded that they will be a tremendous
growth in adoption of G-pay in the forthcoming years.
DIRECTION FOR FURTHER RESEARCH
The present study is limited to the extent of google pay users in Tiruchirappalli
only. Hence, further research may be conducted to reflect the overall view of
google pay users all over the countries.
REFERENCES
· RoopaliBatra NehaKalra (2016) "Are Digital wallets The New currency?"
Apeejay Journal of Management and Technology January 2016, Vol.
· [Link] 1, [Link] Jayakodi 2, An Emprical Study On Consumers
Adoption Of Mobile Wallet With Special Reference To Chennai City,
International Journal Of Research Granthaalayah Vol.5 (Iss.5): May, 2017]
DOI: [Link]
· Shivangi Jaiswall,Pankaj Joge (2018) "A Study on Consumers Acceptance of
Mobile Wallet with Special Reference to Durg/Bhilai". International Journal
of Advanced in Management, Technology and Engineering Sciences,
Volume 8, Issue III, MARCH/2018, page 1082-1093.
