A STUDY ON USAGE OF ONLINE PAYMENT APPS BY

CUSTOMERS

Submitted in partial fulfillment of the requirements for the award of

Master of BusinessAdministration

by

SANJAI. V
39410183

SCHOOL OF BUSINESS ADMINISTRATION

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY
(DEEMED TO BE UNIVERSITY)
Accredited with Grade “A” by NAAC I 12B Status by UGC I Approved by AICTE
Jeppiaar Nagar, RAJIV GANDHI SALAI, CHENNAI - 600 119

April - 2021
 SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY
(DEEMED TO BE UNIVERSITY)
Accredited with “A” grade by NAAC I 12B Status by UGC I Approved by AICTE
Jeppiaar Nagar, Rajiv Gandhi Salai, Chennai – 600 119
[Link]

SCHOOL OF BUSINESS ADMINISTRATION

BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of

SANJAI. V (39410183) who have done the Project work entitled “ A STUDY ON

USAGE OF ONLINE PAYMENT APPS BY CUSTOMERS” under my supervision from

January 2021 to April 2021.

.
[Link] LAKSHMI M.A., M.B.A., [Link]., Ph.D
Internal Guide

Dr. BHUVANESWARI G.
Dean – School of Business Administration

Submitted for Viva voce Examination held on _______________.

Internal Examiner External Examiner

(Name in Capital Letters (Name in Capital Letters
with signature) with signature)
 DECLARATION

I SANJAI V (39410183) hereby declare that the Project Report entitled “A STUDY ON

USAGE OF ONLINE PAYMENT APPS BY CUSTOMERS” done by me under the

guidance [Link] lakshmi M.A.,M.B.A.,[Link].,Ph.D.,at SATHYABAMA INSTITUTE

OF SCIENCE AND TECHNOLOGY,CHENNAI is submitted in partial fulfillment of the

requirements for the award of Master of Business Administration degree.

DATE:

PLACE: SIGNATURE OF THE CANDIDATE

 ACKNOWLEDGEMENT

I am pleased to acknowledge my sincere thanks to Board of Management of

SATHYABAMA for their kind encouragement in doing this project and for completing it

successfully. I am grateful to them.

I convey my sincere thanks to Dr. BHUVANESWARI G., Dean, School of Business

Administration and Dr. PALANI A., Head, School of Business Administration for

providing me necessary support and details at the right time during the progressive

reviews.

I would like to express my sincere and deep sense of gratitude to my Project

[Link] LAKSHMI., for her valuable guidance, suggestions and constant

encouragement paved way for the successful completion of my project work.

I wish to express my thanks to all Teaching and Non-teaching staff members of the

School of Business Administration who were helpful in many ways for the completion of

the project.

SANJAI
 Abstract

Mobile payment apps are also known as digital payment apps which are used for easy
transactions and payments. These payment apps were introduced to customers for
their benefits. There are various payment apps which are used for UPI payments like
Google pay Phone pe, Paytm etc. Now days the online payment apps users are
increased dramatically and also the payment options have been spread in local
market. The customers are highly beneficial and satisfied towards payment apps. This
study is focused on the usage of payment apps by customers and also their
satisfaction towards payment apps This study done using descriptive research design
method and data are collected by primary sources with 120 sample size of customers.
The results are analyzed and interpreted through simple percentage analysis and chi-
square test and annova test. The data analysis and interpretation done and presented
through pie charts and graphs.

i
 TABLE OF CONTENTS
CHAPTER TITLE PAGE
NO. NO
ABSTRACT i
LIST OF TABLES iii
LIST OF CHARTS iv
1 INTRODUCTION
1.1 Introduction 1
1.2 Industry Profile 2
1.3 Need for the Study 3
1.4 Scope of study 3
1.5 Objectives of study 3
1.6 Statement of problem 4
1.7 Features of E-wallets 5
1.8 Benefits of payment apps 7
1.9 Drawbacks of using payment apps 9
2 REVIEW OF LITERATURE
2.1Review of Literature 11
3 RESEARCH METHODOLOGY
3.1 Research Design 18
3.2 Sampling 18
3.3 Sources of Data 18
3.4 Descriptive research design 18
3.5 Sample design 19
[Link] Convenience sampling 19
3.6.1 Primary data 19
3.6.2 Secondary data 19
3.6.3 Area of study 19
3.6.4 Population 19
3.7 Tools used 19
4 DATA ANALYSIS AND INTERPRETATION
4.1 Percentage analysis 21
4.2 Chi-Square test 40
4.3 Annova test 41
5 FINDINGS,SUGGESTIONSANDCONCLUSION
5.1 Findings of the Study 42
5.2 Suggestions 43
5.3 Conclusion 44
References 45
BIBLIOGRAPHY
APPENDIX – I (Questionnaire) 48
APPENDIX – II (Article) 52

ii
 LIST OF TABLES

TABLE PAGE
NO. PARTICULARS NO.

4.1:1 Gender of respondents 21

4.1:2 Marital status of respondents 22

4.1:3 Age of respondents 23

4.1:4 Education of respondents 24

4.1:5 Occupation of respondents 25
4.1:6 No of bank accounts of respondents 26

4.1:7 Bank of respondents 27

4.1:8 Platform often used by respondents 28

4.1:9 Mode of transactions respondents choose to make 29
the following necessities
4.1:10 How often do you use online payment apps 31

4.1:11 Major barriers of online payment apps 32

4.1:12 Do online payment app save your time and money 34

4.1:13 Rate the following services of your mobile payment 35

apps on your phone
4.1:14 While using online payment apps you have any 37
network issues
4.1:15 Rate the following variables according to satisfaction 38
level by using online payment apps.
4.1:16 Rate your experience using online payment apps. 39

iii
 LIST OF CHARTS

CHART PARTICULARS PAGE

NO NO.

4.1:1 Gender of respondents 21

4.1:2 Marital status of respondents 22

4.1:3 Age of respondents 23

4.1:4 Education of respondents 24

4.1:5 Occupation of respondents 25

4.1:6 No of bank accounts of respondents 26

4.1:7 Bank of respondents 27
4.1:8 Platform often used by respondents 28

4.1:9 Mode of transactions respondents choose to make 29

the following necessities
4.1:10 How often do you use online payment apps 31
4.1:11 Major barriers of online payment apps 32

4.1:12 Do online payment app save your time and money 34

4.1:13 Rate the following services of your mobile payment 35

apps on your phone

4.1:14 While using online payment apps you have any 37

network issues

4.1:15 Rate the following variables according to satisfaction 38

level by using online payment apps.

4.1:16 Rate your experience using online payment apps. 39

iv
v
 CHAPTER- 1

1.1 - INTRODUCTION:

The “Digital India” is the Indian Government’s flagship program with a vision to convert
India into a digitally empowered country. “Faceless, Paperless, Cashless” is one of
Supposed function of Digital India. Digital payment system has gained importance
nowadays, especially after demonetization. The government is taking essential steps to
encourage the public to use payment gateway platforms. To promote payment
gateways, it has declared discounts on purchases of certain products digitally. It has
also introduced UPI (United Payment Interface) which is app based to transact across
multiple banks .Another improved version is set to be unveiled by the government,
which makes banking transactions though mobile phones without internet by a platform
called USSD(Unstructured Supplementary Service Data).

These initiatives have provided extensive boost up to the digital payment system in the
country. Government’s other initiatives like BHIM and UPI are supporting in transition
and faster adoption of digital payments. Electronics Consumer transaction made at
point of sale (POS) for services and products either through internet banking or mobile
banking using smart phone or card payment are called as digital payment.

In today’s digital era the usage of internet has increased dramatically. Now days the
customers are adopting the digital devices in order to spend less time on banking. This
digital payment is very useful to transaction funds without taking any risk and also easy
to handle and make use of it.

We all witnessed how technologies have been growing in modern world. On This case
the online payment apps also introduced and it has been successful among customers
.Major people who live in urban areas are adapted to this digital payment system.
Unless very low number of people who lives in rural areas still didn’t know the
importance and services of this online payment apps .

1
1.2 INDUSTRY PROFILE
Mobile wallet or e wallet app or e wallet is an app that consists of your debit and credit
card information which helps the users to pay for goods and services digitally using their
mobile devices. Popular online payment apps or payment apps or e wallet list in India
include:

Google pay
Google pay is a digital wallet platform and online payment system developed by
google to power in-app,online,and in-person contactless purchases on mobile devices,
enabling users to make payments with android phones, tablets etc.,

Payzapp
Payzapp is a complete payment solution that empowers an individual to pay with the
help of just one click. The app allows individuals to buy products from the partner apps,
book movie tickets, send money to anyone, and pay utility bills among many other
things.

Phone pe
Phone pe is an indian digital wallet platform and online payment company. Using
Phonepe, users can send and receive money, recharge mobile, DTH,data cards,make
utility payments, pay at shops,invest in tax saving funds,liquid funds,buy insurance and
mutual funds for gold.

Paytm
Paytm is(a partial abbreviation for ‘Pay through mobile’) Is an Indian multinational e-
commerce payment system and financial technology company based in Noida, Uttar
Pradesh, [Link] is currently available in 11 Indian languages and offers use cases
like mobile recharges, utility bill payments,travel,movies,and as well as in store
payment at grocery stores and educational institutions with the paytm QR code.

Kotak 811
Kotak 811 is a zero balance digital bank account available to everyone (Resident Indian
individuals only).Kotak 811 lets you choose between zero balance account or an 811
edge savings account based on your needs, Which acts as a one stop solution for all
your financial needs and day to – day transactions.

2
Bhim app
Bhim (Bharat interface for money) is an Indian mobile payment app developed by the
national payments corporation of India (NPCI), based on the unified payments interface
(UPI).Named after [Link] and launched on 30 december 2016,it is intended to
facilitate e-payments directly through banks and drive towards cashless transactions.

Free charge
Free charge, a wholly owned subsidiary of Axis bank limited, is one of the e-payment
applications which is based out Gurugram, Haryana. …Using free charge, users can
pay utility bills, mobile recharges, broadband recharges, metro card recharge, pay
landline bills,DTH bills.

Mobile Wallet/Payment App Works:

In the case of First Payment using Online Payment Apps

• Registered users will input their phone number and the provider will send them
an SMS along with a PIN.
• The user will enter the received PIN, authenticating the number
• Now the user has to input their credit card information or another payment
method if required (not required if the account has already been added) and will
proceed to validate the payments.
For Subsequent Payments through E Wallet Apps:

• The user will have to re-enter the PIN to authenticate and validate the payment
process

1.3 SCOPE OF STUDY

• The study examines the customer behaviour on adopting towards online

payment apps.
• To analyze the issues faced by the customers towards online transactions.
• To understand the issues and give suggestions for improving online payment
apps in future.
• To understand the growth of online payment apps among customers

3
 1.4 NEED FOR STUDY
• To study the consumer behavior towards using online payment apps.
• To study the benefits and safety of using online payment apps
• To study the issues faced by the customers towards online payment apps.
• It also determines the customers’ adoption towards online transactions.
• To study the importance of online payment apps among customers

1.5 OBJECTIVES OF STUDY

Primary objective:
➢ To analyze the customer satisfaction towards online payment apps.
Secondary objective:
➢ To analyze the trend of online payment apps.
➢ To examine the impact of online payment apps by analyzing the issues faced by
customers.
➢ To analyze the importance, functions, advantages and limitations of online
payment apps.
➢ To analyze the utilization of online payment apps by customers.

1.6- STATEMENT OF THE PROBLEM

• Online payment is very much used in recent years due to convenience, speedy a
transaction, saving time, attractive sales promotional offers, etc., Despite these
factors, there are various transactional and non- transactional issues involved such
as internet user being uncomfortable often etc. which act as deterrents. However,
the future for online payment looks bright and promising. This is especially true in
the context of consumers in small cities, where online payment is still new, and
consumers are less familiar and often more skeptical towards it. Therefore, this
study aims to examine the customer satisfaction towards online payment [Link]
also to analyze the issues and difficulties faced by the customers towards online
payment apps.

4
1.7 FEATURES OF E-WALLETS:

Instant Payments
The money transfer between the payer wallet and the payee wallet will happen
within a matter of a few seconds, instead of hours or business days in an e wallet
account. The feature provides huge benefits as payments can be done anytime and
from anywhere making fund transactions immediately and this will increase the
control of personal and business funds.

Managing Virtual and Physical Card Operations

The emerging technology has helped the e wallet app to store the user’s credit or
debit card data, which can be used to make money transactions at anytime from
anywhere across the globe. The evolution of e-wallet simplifies the user’s finance
and it conveniently helps to aggregate all their cards in one central space. A mobile
wallet or payment app is safer to carry all your cards with you as it avoids the user
to physically carry the credit card. The software helps the app to encrypt the card
data without storing the card numbers using high-grade security.

Bill Payments

Payments App is one of the critical mobile wallet features as most of the youngsters
prefer to pay bills online be it for shopping, groceries, restaurants, movie tickets
booking, flight tickets booking, rent, tuition, utilities, loans, and so on. With the digital
cash moment gaining pace, mobile wallets are indeed becoming a part of essential
services for a common man.

App is one of the critical mobile wallet features as most of the youngsters prefer to
pay bills online be it for shopping, groceries, restaurants, movie tickets booking,
flight tickets booking, rent, tuition, utilities, loans, and so on. With the digital cash
moment gaining pace, mobile wallets are indeed becoming a part of essential
services for a common man

Easy and Fast Self – Registration

5
The main intention of the introduction of e-wallet is to save people’s time, efforts and
ease to do the transaction. The simple self-registration process comes in handy for
the users which pushes them to go for the app without thinking twice before using it.
Usually, these–registration process hast the following steps

• Downloading the app and running it on the mobile phone

• Signing up for it by providing the necessary data
• Confirming the registration
• Setting up of password and login
• Linking up with debit or credit card or bank account, as per requirements
• Adding money in the wallet finally using the wallet.

Payments To and From Respective Bank Accounts

A payment app will allow for instant money transfer to any bank including an
individual’s account in the same bank as well as transfer to another person’s
account held in different banks. The payment app owner will have a variety of
options for sending and receiving business or personal money within just a few
clicks from wherever you are and at any time based on the requirement. One
has to first download the online payment apps in their smart phones. Most of the
payment apps download is available in both Android and IOS based phones.
Security
The moment mobile financial services come into the picture; individuals prefer
the highest security to adopt it. It is essential for money transactions to be safe
and secure from one end to another. Payment Mobile Apps can be secured with
a lot of robust technologies such as passwords, one – time passwords through
SMS, point to point encryption, security questions, biometrics, out of band
authentication and so on. Despite the proven fact that digital wallets are more
safeguarded when compared with credit cards, the growing concerns of safety in
consumers' minds remains the main obstacle to adopt payment apps.
Merchant Payments using Contactless Technologies
The up-gradation of technology has many merchants across the globe who is
realizing the need to use various mechanics that accepts digital wallets. Most of

6
the retail clients have made arrangements to make in-store payments using the
mobile wallets via contactless methods are it using QR – code or near field
communication and so on. NFC or Near Field Communication is a contactless
remote technology that works within a close distance say up to 10 cm and it
provides people with secure payments between the point of service devices and
their respective smart phones. Quick Response Code or QR code is one of the
popular forms of payment methods and it is very similar to a bar code. The user
has to first scan the QR code either using a smart phone or a camera which
interprets the bar code and a related application or a web site open through
which payment can be made. Most of the payment apps provide NFC and QR
payment facilities as the demand for the contactless transaction and the
convenience which it offers to the users is growing seamlessly.

Coupons, Rewards, Discounts

The use of payment apps and e-wallets provides its users with coupons,
discounts, rewards, loyalty points, and so on. Digital wallet solutions will have
tie-ups with many firms that provide offers, discounts, and coupons on using the
payment apps. The e-wallets form an ideal environment to provide deal-seeking
consumers with a huge range of benefits and helps mobile wallet app to stand
out in the market.

1.8 BENEFITS OF PAYMENT APPS & E-WALLETS

The following are different types of payment apps and e-wallets they are
Customer Convenience
The best advantage of using a payment app is customer convenience as they
will be able to make payments using their mobile phones either using the
contactless payments or by scanning QR code instantly. The payment apps
India can be made by using either Samsung Pay or Android Pay or Apple Pay.
One can easily leave the cash and cards at home and use their phones to make
payments instead. Payments made using a mobile wallet is often easier and
faster.

7
Secure way to make payments:
Payments made using mobile phone apps allow the user to use the cell phone
to make in-store purchases. These apps use a technology which is called as
Near – Field Communication (NFC) all you have to do is to tap or wave your
phone to make payments at the point of service (POS) terminal. Most of the
time, these apps use either encryption or protected code to minimize the threat
to the personal data of users. Your original card number will not be stored on the
device or with the retailer and instead, the system will mask the card numbers by
assigning them with a random number or token for each purchase. If in case, a
hacker tries to hack to gain access to store data or your device, they will only get
useless information. E-Wallets offer a great level of security for the financial data
of the users. The user can add a fingerprint or PIN or Password as an additional
layer of security for the phone to enhance the surveillance coverage.

Improves Cash Flow

The introduction of e-wallets has improved the cash flow in the markets. For
starters, most of the customers prefer to pay their bills using debit/credit cards
over the traditional method of cash payments. Most of the mobile payment
processors will transfer funds to a business account under three days.

A faster way to make payments

All the users have to do is tap, pay and go. With the increase in the number of
people who use mobile phones, the e-payment system has gained momentum
worldwide. All one has to do is to simply wave or tap the phone in front of an
NFC compatible terminal, with this single action, the user has approved the
transaction. This will result in a contactless transaction, despite securing the
card number which is never revealed, in addition to this, the process is faster
when compared to using debit or credit card which needs to be inserted in the
device or for swiping purpose and also it can be expired after a years .

Integrates Loyalty Programmes:

8
The use of mobile payments makes it possible to integrate loyalty and reward
programs as customer information will be stored in the app. For example: being
able to send customers a coupon when they are close to your store. This will
help the customers to automatically receive the reward points or coupons for
every transaction which they make.

1.9- DRAWBACKS OF USING PAYMENT APPS

Security
Security remains one of the top concerns amongst the owners and customers. It
has been found the half of the mobile payments is not safe and secure.
Adoption of user’s remains slow
Most of the customers prefer to stay in their comfort zone that is they either
prefer to make payments using cash or debit or credit card. Though mobile
payments are tied to a credit card or debit card or bank account, customers
prefer to swipe their card or insert their cards in the terminals instead of waving
their phone over the terminal.
Expensive Technology
Though it is a proven fact, that using mobile payments is less expensive than the
traditional POS systems, it still requires new hardware including that of a
terminal or smart phone which supports Near Field Communication.
It is impossible to make payments, if you still possess an old credit or debit card
terminal or if you do not have a smart phone. One should also have a strong
internet connection and updated infrastructure is a must to process mobile
payments.
Difficult to Read Terms and Conditions
It is a must and mandatory for the users of mobile payment apps to understand
the terms and conditions. Like any other business agreement, the business
owners will have to first read and understand the terms and conditions which
come in with the payment apps. If in case, the user fails to read the fine print
mainly when it comes to processing fees, then you will be in for an unwelcome

9
surprise when you open your invoice at the end of the month . So be carefull and
read all the terms and conditions of online payment apps before making use of it
in your daily life.

10
 CHAPTER -2

2.1 REVIEW OF LITERATURE

INTRODUCTION

The main purpose of the literature review work was to survey previous studies on
knowledge sharing. The review of literature helped the researcher to conduct the survey
in better and extensive manner. It should also help the researcher for finding and getting
deeper into the topic.

Kaur, Puneet, et al (2020) examines that mobile wallet apps have been increased
trend dramatically. It is useful for customers and effectiveness towards transactions and
safety payments on behalf this still the mobile wallets not extended in markets.

Ghosh, Gourab (2021) describes that advancement of information and

communication technology opened the gate way for modern methods of payments. The
growth in smart phone and access to internet made life easier for the people and which
gave advent to digitalization. Digitalization not only improved trade and commerce but it
also made transaction of payment smooth and fast.

Vinitha,K.,and [Link].(2018) Digital revolution has altered the routine life

style of people. The power of world wide web and digital payments is having pivotal role
in getting connected and making any time anywhere payments at your attain user
satisfaction and there by leads to consumer loyalty.

Pillai,Sruthy S.,G. Sandhya, and [Link].(2019) They describe the

trend shows that more people prefer using the non-cash modes when cash shortage
was at its crest even for small transaction matter. It shows that there is a significant
positive influence of simplicity and interoperability on the mobile payment adoption,
timely contacts and security proved to have a negative influence on the dependent
variable. People are more concerned about the security aspects as they believe that

11
their people are more concerned about the security aspects as they believe that their
monetary details are not safe while doing online transactions.

Maindola, Pallavi, Neetu Singhal, and Akash [Link].(2018) The digital

payment landscape is sprouting in the country at a dizzying step. After the
demonetization, complete turnaround in the payment landscape has been observed.
The technology revolution and government initiative of cashless economy, followed by
demonetization saga has enabled the evolution of multiple non-banking players in the
payment space.

Mishra, Sonal, and Kirti R. Swain. (2018)Mobile payment system has

gained popularity in the recent past, due to increased Smartphone penetration, cheap
high speed internet facilities; crave for quicker payment settlement and convenience for
use. But the percentage increase is yet not satisfactory, even after major efforts made
by our government to facilitate digital literacy and provide various payment method
alternatives

Gupta, Knavish, and Nupur Arora. (2020) shows that Perceived ease of use
and perceived usefulness have a positive impact on attitude to adopt mobile payment
systems. Also, there exists a substantial positive relationship between attitude to adopt
mobile payment systems and intention to adopt mobile payment systems. The current
study examines the impact of attitude towards mobile payment systems on intention to
adopt mobile payment systems through the application of technology acceptance
model.

Mishra, A. B. (2020).The increase of the ability and strength of wireless offers

provides right opportunities for rising up offerings to customers. Businesses are starting
to realize that e-payment system is the important thing to enhance their brand
differentiation, boost sales, customer satisfaction and hold up with competitors. In the
present-day, e- payment mode has been entered in finance, services, retails,
telecommunication and IT/ITES sectors related business organizations. The recent
transaction of BHIM wallet has been received three times growth in only one financial
year 2019-20.

12
Singh, Sindhu (2020).The author denotes technological progression in mobile
phones has increased the popularity of mobile payments. Users can shop online
through a mobile device, which is time saving and convenient. Mobile payment systems
involve ongoing interactions between users and payment providers. The initial
acceptance of mobile payment systems has been studied extensively, but few studies
have attempted to understand users’ post-adoption behaviour.

Pal, Abhipsa, Tejaswini Herath,and [Link] Rao.(2020) The popularity of

mobile payment services lies in the convenient transactions they offer to users. In the
age of growing cybercrime, however, mobile payment transactions carry risks of
financial and data losses. It thus becomes critical to understand how risk and
convenience have contrasting impacts on users’ intention to use mobile payments.

Djauhari, Medina Juniar,Chairul Furqon,and Mokh Adib Sultan.3.1: 29-

36. They examines that Go-Pay was the innovation in Financial Technology offered in
efficiency of payment. The main objective of this study was to bring further insights into
customer intentions to use mobile payments Go-Pay it helps improving service quality
and increasing user satisfaction of the Go-Jek user. Mobile payment is in a developing
stage and consumers are still reluctant and so they hesitate to use mobile payment.

Kavitha, M., and K. Sampath Kumar. (2018).The demonetization resulted in

tremendous growth in digital payments. With the government initiative such as Digital
India and increased use of mobile and internet are means to exponential growth in use
of digital payment. This transformation towards digital payments benefits in more
transparency in transactions which empowers the country’s economy. In recent days
many changes took place in the payment system like digital wallets, UPI and BHIM
apps for smooth shift to digital payments.

Pal, Abhipsa, Tejaswini Herath, and H. Raghav Rao. (2019) The heavy
cash dependence of india and low digital adoption changed when the government
announced its demonetization scheme on November 2016, invalidating bank notes and

13
creating a crisis. In this cash shortage ,the nation, that was historically low on mobile
payment adoption ,was pushed to use digital payment.

Das, Abhrajyoti, et al. (2018) Digital wallets’, gained a lot of popularity in

recent times in India and around the globe. A digital wallet refers to a platform based on
electronic device or online service that allows an individual to make electronic
transactions. It is a transformed way to pay for things. It is basically paperless payment
method which reduces all the hassle of carrying cash with you everywhere. Many digital
wallet services have their own mobile apps. Post demonetization in India, the popularity
of digital wallet gains exponentially. There are many digital wallets which are currently
active in India like paytm, freecharge, jio Money, Airtel Money etc.

Gupta, Rahul, Cheshtha Kapoor, and Jayesh Yadav. (2020). The author
derives “ Faceless, Paperless, Cahless”. Digital India’ is a flagship programme of the
government of India that envisions India as a digitally empowered knowledge economy.
As India emerges a global competitor in innovative population-sale payment systems,
various digital payment methods have been introduced nation-wide, including Micro
ATMs, Banking Cards, Internet Banking, UPI (Unified Payment Interface), Mobile
Banking, and Mobile Wallets.

Yuvaraj, S., and N. Sheila Eveline. (2018)In every economy, money is said to
be the life blood. With the advent of internet, Smartphone’s and other digital
technologies has made cash transactions simpler. In the current scenario most of the
transactions were made cashless and in future physical form of currencies will no longer
be a king. There are different medium introduced to carry out cashless transactions.

CHERUKUR, MR. (2020) The present study focuses on the customer satisfaction
towards mobile wallets. This study examines the factors that influence customer’s
satisfaction while using mobile wallets. Nowadays everyone uses their Smartphone’s to
make their day today transactions using mobile wallets. Mobile wallets create a huge
impact among the people. The present study is carried by a survey conducted among
the mobile wallet users to identify the satisfactory levels of them.

14
Miruna,[Link]. (2019) In recent times technology plays a very vital role with this,
the way we transact in daily life has changed drastically with the advent of smart phone
the life has become easier where all payments & transaction are taking place on online.
This paved the way for the emergence of platform termed has a digital wallet.

Anshari, Muhammad, et al. (2021).Adoption of e-wallet can potentially enhance

the efficiency of financial institutions and the provision of new services for the
convenience of the customers. The youngsters really adapted to this payment apps .It
really satisfy the customers in easy transaction and payment.

Tiwari, Pooja, Vikas Greg, and Abhishek Singhal. (2019).In today's fast-
moving lifestyle people need to adopt more convenient and secure gadgets to make
their life more comfortable. To achieve this goal, there is an innovative product called
Digital Wallet. The digital wallet refers to an electronic device or service provided to
persons enabling them to conduct electronic transactions. The best example of digital
wallet is the online shopping. It is also known as e-wallet. Nowadays people prefer
online shopping as it is providing them the benefits like it is less time consuming for
examples paytm, payUmoney, etc.

Gurme, Vijayashri Machindra (2019)An E-wallet money is used in the various

areas of the world business like and Companies, Banks and Customers. The Banks
have taken a better place in providing a better bank transaction services and payment
to the customers need .For customers are dragged by the shopping facilities that is
given by E-wallet and customers are attracted because of convenience and speedy
transaction.

Sathish, M. Thangajesu, R. Sermakani, and G. Sudha. 12 may (2020)In

the era of technology, the people are not away in using the newer technologies. One of
the most useful and innovative technologies is the introduction of E-wallets payment
system. This e-wallet eased payments for online shopping and payment of utility bills.

[Link] may (2017) in present world smart phones play an important

role in the daily life of people. The technological advancement has made smart phone

15
as devices were the mobile users can make money transaction or payment by using
application installed in phone. 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 challenges faced
by the users of mobile wallet.

T. Praiseye September (2018) Mobile phones are used everywhere in this

modern world. The technological advancement has made everything possible under
one touch. By using the applications installed in the mobile phones the users can pay
any bills and transact their money to anyone at their convenience. Increase in use of
mobile phones and internet is the main reason for mobile wallet penetration. This study
was carried out to find out the factors that affects consumers preference towards mobile
wallet.

Rathore, Hem Shweta. (2016) In today-world, smart phone has become

essential part of daily life. Due to technology, mobile users can nowadays use their
Smartphone’s to make money transaction or payment by using applications installed in
the phone. When smart phones can function as leather wallets, it is called “Digital
Wallet” or widely known as “Mobile Wallet”.

Akhila Pai, H. (2018)Government of India’s initiative such as ‘Digital India’ and

increased use of mobile and internet are the main reasons for the exponential growth in
use of digital payment. Even though the thought of digitalization raised long years ago, it
took growth pace recently. This is because of lack of awareness and knowledge among
people, fear to make online payment, security issues etc. The E-Payment system will be
boosted only when the awareness is created in the minds of the people. But in the
current scenario, India has seen a substantial increase in the number of digital wallets
available and is slowly moving towards a cashless economy.

Singh, Gurinder, Bhawna Kumar, and Ruchika Gupta. “(2018).Digital

wallets are gaining wide popularity across the globe as a means to make payments,
transfer funds and manage loyalty relations as well. It enables the consumer the ease of
“paying with your phone”. Despite the ease of use and several other benefits and the

16
availability of dozens of applications, the consumers are still skeptical about its
adoption. This consumer vacillation is evidenced by the fact that adoption of truly multi-
channel “digital wallets” remains low.

Nair, Amal, Manisha Dahiya, and Naman Gupta. (2016).Wallets have been
used from thousands of years to protect and carry personal items of value. The earliest
value wallets or satchels were a piece of cloth tied with a piece of string which enabled
a range of items such as coins to be carried out to market. Humans have always been
mobile and have needed a container to securely carry personal items. People consume
for both necessity and pleasure. Basic items such as food and clothing are purchased
on a regular basis but people also buy goods which are only for enjoyment purpose.

Universtiy, K. L., et al. (2018).The demonetization resulted in tremendous growth

in digital payments. With the government initiative such as Digital India and increased
use of mobile and internet are means to exponential growth in use of digital payment.
This transformation towards digital payments benefits in more transparency in
transactions which empowers the country’s economy. In recent days many changes
took place in the payment system like digital wallets, UPI and BHIM apps for smooth
shift to digital payments.

Singh, Gagandeep. (2019)In the growing era of the digitization of the technology
much of the people have using the plastic money in the form of Debit Card, Credit Card
and other cards provided by the numerous respective commercial banks. The banking
industry had an array of payment products – Core banking Services, immediate
payment service, net banking and mobile banking; but it is found that people needed an
easier, simpler way to make payments. so this gap was filled by the digital wallets or e-
wallets. This paper is constructed to find out the adoption behaviour and change in the
daily payment or transactions.

17
 CHAPTER - 3

3.1- RESEARCH METHODOLOGY

INTRODUCTION OF RESEARCH METHODOLOGY:

Research methodology is the specific procedures or techniques used to

identify, select, process, and analyze information about a topic. In a research paper, the
methodology section allows the reader to critically evaluate a study’s overall validity and
reliability. The process used to collect information and data for the purpose of making
business decisions. The methodology may include publication research, interviews,
surveys and other research techniques, and could include both present and historical
information.

3.2 Research Design:

The study follows the descriptive method of research to measure, evaluate and
analyze the impact of online payment apps among customers. Primary data has been
collected through questionnaire.

3.3 Sampling:

The sample of 120 peoples has been collected through the questionnaire.

3.4 Sources of data

Sources of Data begins with figuring out what sort of data is needed, followed by the
collection of a sample from a certain section of the population. Next, you have to utilize
a certain tool to gather the data from the choosen sample.

3.4.1 Descriptive research design:

Descriptive research aims to accurately and systematically describe a population,

situation or phenomenon. It can answer what, where, when and how questions, but not
why questions. A descriptive research design can use a wide variety of research
methods to investigate one or more variables.

18
3.5 SAMPLE DESIGN:

Sample design is the theoretical basis and the practice mean by generalizing from
characteristics of relatively few of the comprising population. It is the method by which
the sample is chosen.

[Link] Convenience sampling:

A convenience sample is a type sampling method where the sample is taken from a
group of people easy to contact or to reach.

3.6.1 Primary data:

The Primary data for this study was collected through questionnaire and responses
collected through google form.

3.6.2 Secondary data:

Secondary data was collected from external sources like Websites, Journals in form of
review of literature with references.

3.6.3 Area of the study:

The Respondents are from Chennai city majority of data is collected with students

3.6.4 Population:

The respondents of this study considered were the people who use online payment
apps and lives in Chennai. The data is collected among 120 peoples who use online
payment apps.

3.7 TOOLS USED:

Statistical tools are involved in carrying out a study include planning,designing,

collecting data, analyzing, drawing meaningful interpretation and reporting of the
research findings. The tools are used are

19
• Chi-Square test
• Annova test

20
 Chapter -4

DATA ANALYSIS AND INTERPRETATION:

4.1PERCENTAGE ANALYSIS

Table 4.1: 1 – Gender of respondents

Gender No of respondents Percentage

Male 90 75

Female 30 25

Total 120 100

Fig 4.1: Gender of respondents

INTERPRETATION: From the above table it is interpreted that 75% of

respondents are Male and 25% of respondents are Female.

INFERENCE: Majority (75%) are Male.

21
 Table 4.1:2 Marital status of respondents

Marital status No of respondents Percentage

Unmarried 89 74.2
Married 31 25.8

Total 120 100

Fig 4.2: Marital status of respondents

INTERPRETATION: From the above table it is interpreted that 74.2% of

respondents are unmarried and 25.8% of respondents are married

INFERENCE: Majority (74.2%) are unmarried

22
Table 4.1:3 – Age of respondents

Age No of respondents Percentage

18-28 82 68.3
29-38 17 14.3
39-48 11 9.2
49 and above 10 8.3
Total 120 100

Fig 4.3: Age of respondents

INTERPRETATION : From the above table it is interpreted that 68.3% of

respondents are 18-28 and 14.2% of respondents are 29-38 and 9.2% of
respondents are 39-48 and 8.3% of respondents are 49 and above

INFERENCE: Majority (68.3%) are 18-28 age

23
Table 4.1:4 - Education of respondents

Education No of respondents Percentage

Less than 10 2 1.7

th
10 7 5.8
th
12 11 9.2
Graduate 77 64.2
Post graduate 23 19.2

Total 120 100

Fig 4.4: Education of respondents

INTERPRETATION : From the above table it is interpreted that 64.2% of

respondents are graduate and 19.2% of respondents are post graduate and 9.2% of
respondents are 12th and 5.8%of respondents are 10th and 1.7% of respondents are
less than10th.

INFERENCE: Majority (64.2%) are graduate.

24
Table 4.1:5 – Occupation of respondents

Occupation No of respondents Percentage

Government 9 7.6
Private 47 39.5
Business 7 5.9
Others 56 47.1
Total 120 100

Fig 4.5: Occupation of respondents

INTERPRETATION: From the above table it is interpreted that 47.1% of

respondents are others (students) and 39.5% of respondents are private 7.6% of
respondents are government employees and 5.9% of respondents are business
peoples

INFERENCE: Majority (47.1%) are others which mean students.

25
Table 4.1:6- Total Bank accounts of respondents:

No of banks No of respondents Percentage

One 95 79.2

Two 22 18.2

More than two 3 2.5

Total 120 100

Fig4.6 Total Bank accounts of respondents

INTERPRETATION: From the above table it is interpreted that 79.2% of

respondents have only one account and 18.3% of respondents have two accounts and
2.5% of respondents have more than two accounts in bank.

INFERENCE: Majority (79.2%) are using one bank account.

26
Table 4.1:7 – Various banks of respondents:

Bank No of respondents Percentage

Government bank 44 36.7
Private bank 61 50.8
Both 15 12.5
Total 120 100

Fig4.7: Various banks of respondents

INTERPRETATION: From the above table it is interpreted that 50.8% of

respondents are from private bank and 36.7% of respondents are from government
bank and remaining 12.5% of respondents who have both government and private bank
account.

INFERENCE: Majority (50.8%) are from private bank.

27
Table 4.1:8 – platforms often used by respondents:

Online
payment
Always Sometimes Never Total
apps
Google pay 84 31 5 120
Pay zapp 2 24 94 120
Phone pe 42 62 16 120
Paytm 31 66 23 120
Kotak 811 0 12 108 120
Bhim app 3 47 70 120
Free charge 0 10 110 120

Fig4.8 often used by respondents

INTERPRETATION: From the above table it is interpreted that 84% of respondents

always use google pay and 42% of respondents always use phone pe and 31% of
respondents always use paytm.

INFERENCE: Majority (84%) of respondents always use google pay.

28
Table 4.1:9 – Mode of transaction respondents choose

Necessities Cash Card Online Total

apps
Mobile phone bill payment 39 33 48 120
Rent 89 19 12 120
Cable 32 45 43 120
Petrol 42 58 20 120
Daily necessities for home 57 37 26 120
Entertainment (restaurant, 9 64 47 120
theatre etc.)

Other shopping 52 28 40 120

Fig 4.9: Mode of transaction respondents choose

29
INTERPRETATION: From the above table it is interpreted that 48% of respondents
often use online payment apps for mobile phone bill payment and 47% of respondents
use online payment apps for entertainment (restaurant, theatre, etc.)

INFERENCE: Majority (48%) use online payment app for mobile phone bill payment

30
Table 4.1:10 - often used by respondents:

No of times No of respondents Percentage

1-2 times 27 22.7
2-3 times 69 58
3-4 times 11 9.2
More than 4 times 12 10.1
Total 120 100

Fig 4.10: Often used by respondents

INTERPRETATION: From the above table it is interpreted that 58% of respondents

often use online payment apps 2-3 times and 22.7% of respondents often use 1-2
times.

INFERENCE: Majority 58% often use 2-3 times

31
Table 4.1:11- Major barriers of respondents

Online No Don’t trust Inconvenient Improper Total

payment barriers bank customer
apps security care
Google pay 89 6 15 10 120
Payzapp 8 32 65 15 120
Phone pe 66 20 24 10 120
Paytm 59 19 27 15 120
Kotak 811 9 25 65 21 120
Bhim app 11 25 44 40 120
Free charge 9 22 63 26 120

Fig 4.11: Barriers of respondents

32
INTERPRETATION: From the above table it is interpreted that 89% of respondents
have no barriers on google pay and 66% of respondents have no barrier on phone pe
and 59% of respondents have no barriers on paytm.

INFERENCE: Majority (89%) have no barriers on google pay.

33
Table 4.1:12 – Time and money saved by respondents

Satisfaction level No of respondents Percentage

Strongly agree 51 43
Disagree 7 5.9
Neutral 32 27.1
Strongly disagree 2 1.7
Agree 26 22

Total 120 100

Fig 4.12: Time and money saved by respondents

INTERPRETATION: From the above table it is interpreted that 43.2% of

respondents strongly agree and 22% of respondents agree for the following statement.

INFERENCE: Majority 43.2% strongly agree.

34
Table 4.1:13- services of mobile payment apps:

Statements Strongly Somewhat Neither Disagree Total

agree agree agree nor
disagree
Easy to 86 23 9 2 120
navigate
Easy to 32 69 19 0 120
understand
Easy to 41 45 33 1 120
make
payment
Easy to 36 46 28 10 120
transfer
money
Easy for 35 50 26 9 120
enquiry
Services are 21 46 40 13 120
safe to use

Fig 4.13 services of mobile payment apps

INTERPRETATION: From the above table it is interpreted that 86% of respondents

strongly agree easy to navigate and 69% of respondents somewhat agree that easy to
understand.

35
INFERENCE: Majority (86%) of respondents strongly agree that easy to navigate.

36
Table 4.1:14 Network issues of respondents

Differences No of respondents Percentage

Not at all 18 15.3
Little 28 23.7
Sometimes 53 44.9
A lot 19 16.1
Total 120 100

Fig 4.14: Network issues of respondents

INTERPRETATION: From the above table it is interpreted that 53% of respondents

have network issues sometimes while 28% of respondents have little.

INFERENCE: Majority (53%) have network issues sometimes

37
Table 4.1:15 Satisfaction levels of respondents

Variables Strongly Agree Neutral Disagree Strongly Total

agree agree
Services 54 43 19 2 2 120

Convenience 17 51 46 6 0 120

Security 14 34 60 10 2 120

Maintenance 15 60 33 10 2 120

Fig 4.15 Satisfaction level of respondents

INTERPRETATION: From the above table it is interpreted that 60% of respondents

have rate security neutral and 60% of respondents agree for maintenance

INFERENCE: Majority (60%) of security neutral and (60%) of maintenance agree.

38
Table 4.1:16 Experience of respondents

Satisfaction level No of respondents Percentage

Excellent 15 12.5
Good 93 77.5
Fair 11 9.2
Poor 1 0.8
Total 120 100

Fig 4.16: Experience of respondents

INTERPRETATION: From the above table it is interpreted that 77.5% of

respondents rated good and 12.5% of respondents rated excellent.

INFERENCE: Majority (77.5%) rated good using online payment apps.

39
4.2. CHI SQUARE TEST

TABLE 4.2.1: Table showing the association between Gender and often use online
payment apps

Null hypothesis (H0): There is no significance difference between Gender and

respondents often using online payment apps.

Alternative hypothesis (H1): There is a significance difference between Gender of the

respondents and respondents often using payment apps.

Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
Pearson Chi-Square 127.147a 10 .000
Likelihood Ratio 20.703 10 .023
N of Valid Cases 121
a. 12 cells (66.7%) have expected count less than 5. The minimum
expected count is .01.

Source: Primary data

Interpretation:

Since p value is lesser than 0.05, we accept Alternate hypothesis and reject Null
hypothesis. Therefore, there is significance difference between Gender of the
respondents and the respondents often using online payment apps.

40
4.3. ANOVA:

Table 4.3.1: Table showing significance difference between age of the

respondents and time and money saved by respondents

Null Hypothesis (H0): There is significance difference between Age of the respondents
and time and money saved by respondents.

Alternative Hypothesis (H1): There is no significance difference between Age of the

respondents and time and money saved by respondents.

ANOVA
doonlinepaymentappsaveyourtimeandmoney
Sum of Squares df Mean Square F Sig.
Between Groups 17.762 4 4.440 1.616 .175
Within Groups 318.751 116 2.748
Total 336.512 120

Source: Primary data

INTERPRETATION:

Since p value is greater than 0.05, we accept null hypothesis and reject Alternative
hypothesis. Therefore, there is no significance difference between age of the
respondents and time and money saved by respondents.

41
 CHAPTER -5

FINDINGS AND SUGGESTIONS

5.1 FINDINGS

• Majority (75%) of the respondents are male.

• Majority (74.2%) of the respondents are unmarried.
• Majority (68.3%) of the respondents are between 18-28 years old.
• Majority (64.2%) of the respondents are graduates.
• Majority (47.1%) of the respondents are others (students).
• Majority (79.2%) of the respondents are with one bank account.
• Majority (50.8%) of the respondents are private bank customers.
• Majority (84%) of the respondents use google pay always.
• Majority (48%) of the respondents use online payment apps for mobile phone bill
payment.
• Majority (58%) of the respondents often use 2-3 times online payment apps.
• Majority (89%) of the respondents don’t have barriers on google pay.
• Majority (43.2%) of the respondents strongly agree that online payment apps
save time and money.
• Majority (86%) of the respondents strongly agree that it is easy to navigate.
• Majority (53%) of the respondents have network issues sometimes.
• Majority (60%) of the respondents have security issues and also agree
maintenances good.
• Majority (77.5%) of the respondents rated good for online payment apps.

42
 5.2 SUGGESTION:

➢ The online payment app is very handy and useful for the customers but it is
also creates some security problem while using the apps.
➢ The online payment app should maintain privacy for the customer’s in order to
use safe and secured.
➢ The payment app should develop their app and also fix the problems of delay
in transactions issue faced by the customers in current scenario.
➢ Online payment apps should be upgraded and create more innovative ideas
with the payment system.

43
 5.3 - Conclusion:

An evolutionary succession has been witnessed by payment methods from cash to

online payment apps like google pay, phone pe, paytm, and bhim app etc., and
currently to electronic commerce and mobile banking. In this paper, it has been studied
that online payment methods are increasingly being used for making daily online as well
as onsite purchases. The issues associated with online payment as well as the adoption
of electronic commerce for making payments by customers has been discussed in this
paper. Furthermore, the advancements in technology supporting mobile transactions
and making them more convenient and transparent is developing trust among
customers who are becoming habitual of employing this mode of payment. This change
in the behaviour of customers showing a transition from the traditional to an advanced
online mode of payment is apparent in retailing and banking, and with nearly all
available mobile devices. The statistics shown in this study signify that the number of
customers employing online mode of payment and making online transactions are
continuously growing, hinting at an everlasting acceptance of online payment systems.
However, the adoption and deployment of several rising technologies carry new
opportunities and challenges to the implementation and design of secure online
payment systems in the present day as well as in near future.

44
 5.4 REFERENCE:

• Kaur, Puneet, et al (2020) why people use and recommend mobil Wallet Volume
56, September 2020
• Ghosh, Gourab (2021) Adoption of digital payment system by consumer
Volume 9, Issue 2 February 2021
• Vinitha,K.,and [Link] “usage of E-payment and customer satisfaction “
Executive Editor 9.3 (2018):130
• Pillai, Sruthy S., G. Sandhya, and G. Rejikumar. "Acceptance of mobile payments
and UPI technology. Indian Context. “International journal of barriers forecasting
and Marketing Intelligence 5.3(2019) : 371-384
• Maindola,.Pallavi,Neetusinghal.,andAkash D. Dubey"Sentiment analysis of
digital wallets and UPI systems in India post demonetization using IBM Watson
“2018 International Conference on computer communication and Informatics’
(ICCCI).IEEE,2018
• Mishra, Sonal, and Kirti R. Swain. "Mobile payment system by merchants in an
Indian context: a study on Kolkata city.”Globsyn Management Lobsyn
management conference 2018.
• Gupta, Kanishk, and Nupur Arora. "Investigating consumer intention to adopt
mobile payment systems: an Indian [Link] journal of technology
transfer and commercialisation 17.2-3 (2020): 115-134
• Mishra, A. B. "E-Payment System: A Rising Trend of Economy."New paradigm in
Business & Education (2020): 1.
• Singh, Sindhu. "An integrated model combining ECM and UTAUT to explain users
post adoption behavior towards mobile payment systems”.” Australasian journal of
Information systems 24(2020)
• Pal, Abhipsa, Tejaswini Herath, and H. Raghav Rao. "Is the Convenience Worth
the Risk? An Investigation of Mobile Payment Usage."Information systems
Frontiers (2020): 1-21.

45
• Djauhari, Medina Juniar, Chairul Furqon, and Mokh Adib Sultan. "Integrating
Quality Features into Technology Acceptance Model for Examining the
Acceptance of Mobile Payment Go-Pay."The International journal of business
review (The jobs Review)3.1:29-36
• Kavitha, M., and K. Sampath Kumar. "A Study on Digital Payments System with
Perspective of Customer’s Adoption." [Link] (2018): 189-200.
• Pal, Abhipsa, Tejaswini Herath, and H. Raghav Rao. "A review of contextual
Factors affecting mobile payment adoption and use."Journal of Banking and
Financial Technology 3.1 (2019): 43-57
• Das, Abhrajyoti, et al. "A Study of Threat Model on Mobile Wallet Based
Payment system “International journal of computational Intelligence slot 2.4(2018)
• Gupta, Rahul, Cheshtha Kapoor, and Jayesh Yadav. "Acceptance Towards
Digital Payments and Improvements in Cashless Payment Eco system “2020
International conference for Emerging Technology (INCET) IEEE,2020

• Yuvaraj, S., and N. Sheila Eveline. "Consumers’ perception towards cashless

transactions and information security in the digital economy “International
journalof Mechanical Engineering and technology 9.7 (2018):89-96
• Cherukur, Mr. "A study on customer satisfaction on e-payment applications
“Journal of Contemporary issues in Business and Government 26.2 (2020): 920-
926.
• Miruna, S. Lyrics. "A Study on Customer Satisfaction towards E-Wallet in
Tirunelveli City.”International journal of all research writings 2.1 (2019) 3-6.
• Anshari, Muhammad, et al. "Factors influencing individual in adopting
Ewallet.”Journal of Financial services Marketing 26.1 (2021):10-2
• Tiwari, Pooja, Vikas Greg, and Abhishek Singhal. "A study of Consumer adoption
of Digital Wallet special Reference to NCR.” 2019 9 th international conference on
cloud computing, Data science & Engineering (Confluence) IEEE,2019.
• Gurme, Vijayashri Machindra. “ An empirical study on customers adoption of E-
Wallet with special reference to pune city, ” volume 4 issue 5 2019.

46
• Sathish, M. Thangajesu, R. Sermakani, and G. Sudha. "A Study on the
Customer's Attitude toward the E-Wallet Payment System."Volume 6 issue 12
may 2020”
• Manikandan et. al., An empirical study on consumers adoption of mobile wallet
with special reference to Chennai city Vol.5 (Iss.5): May, 2017]
• T. Praiseye “A study on consumer preference towards mobile wallet” IJRAR
September 2018,volume 5,issue 3
• Rathore, Hem Shweta. "Adoption of digital wallet by consumers."BVIMSR’S
journal of Management research 8.1 (2016):69

• Akhila Pai, H. "Study on consumer perception towards digital Wallets.” Volume 5,

issue3 (2018).
• Singh, Gurinder, Bhawna Kumar, and Ruchika Gupta. "The role of consumer’s
innovativeness & perceived ease of use to engender adoption of digital Wallets in
India,” 2018 International conference on Automation and computational
engineering (ICACE) IEEE, 2018.
• Amal, Manisha Dahiya, and Naman Gupta. "Educating consumers about digital
wallets.” Int . J . Res 3 (2016) : 743-75

• International Journal of Pure and Applied Mathematics Volume 118 No. 24

Universtiy, K. L., et al. "A study on digital payments in India with perspective of
consumers adoption” International journal of pure and applied Mathematics
118.24(2018)

• Singh, Gagandeep. "A review of factors affecting digital payments and adoption
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& Business studies 6.4 (2019) : 89-96: Vol 6 issue 4 oct –Dec 2019

47
 APPENDIX-1
Questionnaire

1. Name : ______________
2. Gender : a) Male b) Female

3. Marital status : a) Married b) Un married

4. Age : a) 18_24yrs b) 28_38yrs c) 38_48yrs d) 48 and above

5. Education : a)SSLC b)HSC c)U.G d)P.G e)Diploma

6. Profession : a) Employee b) Business c) students d) others

7. Which of the following mobile platforms you use for making payment?

always sometimes never

Google pay
Pay zapp
Phone pe
Paytm
Kotak 811
Bhimapp

Free charge
8. Mention the mode of transaction you choose to make the following necessities?

Cash cards Online payment

apps
Mobile phone bill
payment
Rent
Cable
petrol
Daily necessities for
home
Entertainment
(restaurant,theatre,etc.,)
Other shopping

48
9. In how many banks do you have account?

a) One

b) Two

c) More than two

10. You have account with?

a) Government bank

b) Private bank

c) Both

11. How often do use online payment apps?

a) 1-2 times

b) 2-3 times

c) 3-4 times

d) More than 4 times

12. What are your major barriers of online payment apps?

No barriers Don’t trust bank In Improper

security convenient customer care
service
Google pay
Pay zapp
Phone pe
Paytm
Kotak 811
Bhim app
Free charge

13. Do you any network issues while using online payment apps?

49
a) Not at all

b) A little

c) Somewhat

d) A lot

14. Do online payment apps save your time and money?

a) Strongly agree

b) Disagree

c) Agree

d) Strongly disagree

15. How will you rate your experience by using online payment apps?

a) Excellent

b) Very good

c) Good

d) Fair

e) Poor

16. How will you rate the following services of your mobile payment apps on your
phone?

Strongly Some what Neither agree Disagree

agree agree nor
Disagree
Easy to
navigate
Mobile payment
app is easy to
understand
Mobile payment
app menu is
easy to make
payment

50
My mobile
payment app is
easy to transfer
money
My mobile
payment app is
easy for enquiry
My mobile
payment app
services are
safe to use

17. Rate the following variables by marking tick according to the satisfaction level by
using online payment apps?

Strongly Agree Neutral Disagree Strongly

agree disagree
Services

Convenience

Security

Maintenance

Give your suggestion to improve online payment app services

-----------------------------------------------------------------------------------------------

51
 APPENDIX -II
A STUDY ON USAGE OF ONLINE PAYMENT APPS BY
CUSTOMERS

[Link] V, [Link] LAKSHMI2

1Student, School of Business Administration,
2Assistant Professor, School of Business Administration,
Sathyabama Institute of Science and Technology, Chennai-119.

ABSTRACT:
Mobile payment apps are also known as digital payment apps which are used for easy
transactions and payments. These payment apps were introduced to customers for
their benefits. There are various payment apps which are used for UPI payments like
Google pay Phone pe, Paytm etc. Now days the online payment apps users are
increased dramatically and also the payment options have been spread in local
market. The customers are highly beneficial and satisfied towards payment apps. This
study is focused on the usage of payment apps by customers and also their
satisfaction towards payment apps This study done using descriptive research design
method and data are collected by primary sources with 120 sample size of customers.
The results are analyzed and interpreted through simple percentage analysis and chi-
square test and annova test. The data analysis and interpretation done and presented
through pie charts and graphs.

INTRODUCTION:
The “Digital India” is the Indian Government’s flagship program with a vision to convert
India into a digitally empowered country. “Faceless, Paperless, Cashless” is one of
Supposed function of Digital India. Digital payment system has gained importance
nowadays, especially after demonetization. The government is taking essential steps to
encourage the public to use payment gateway platforms. To promote payment

52
gateways, it has declared discounts on purchases of certain products digitally. It has
also introduced UPI (United Payment Interface) which is app based to transact across
multiple banks .Another improved version is set to be unveiled by the government,
which makes banking transactions though mobile phones without internet by a platform
called USSD(Unstructured Supplementary Service Data).

These initiatives have provided extensive boost up to the digital payment system in the
country. Government’s other initiatives like BHIM and UPI are supporting in transition
and faster adoption of digital payments. Electronics Consumer transaction made at
point of sale (POS) for services and products either through internet banking or mobile
banking using smart phone or card payment are called as digital payment.

In today’s digital era the usage of internet has increased dramatically. Now days the
customers are adopting the digital devices in order to spend less time on banking. This
digital payment is very useful to transaction funds without taking any risk and also easy
to handle and make use of it.

We all witnessed how technologies have been growing in modern world. On This case
the online payment apps also introduced and it has been successful among customers
.Major people who live in urban areas are adapted to this digital payment system.
Unless very low number of people who lives in rural areas still didn’t know the
importance and services of this online payment apps .

OBJECTIVES OF STUDY
Primary objective:
➢ To analyze the customer satisfaction towards online payment apps.
Secondary objective:
➢ To analyze the trend of online payment apps.
➢ To examine the impact of online payment apps by analyzing the issues faced by
customers.
➢ To analyze the importance, functions, advantages and limitations of online
payment apps.
➢ To analyze the utilization of online payment apps by customers.

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Review of Literature:

Kaur, Puneet, et al (2020) examines that mobile wallet apps have been increased
trend dramatically. It is useful for customers and effectiveness towards transactions and
safety payments on behalf this still the mobile wallets not extended in markets.

Ghosh, Gourab (2021) describes that advancement of information and

communication technology opened the gate way for modern methods of payments. The
growth in smart phone and access to internet made life easier for the people and which
gave advent to digitalization. Digitalization not only improved trade and commerce but it
also made transaction of payment smooth and fast.

Vinitha,K.,and [Link].(2018) Digital revolution has altered the routine life

style of people. The power of world wide web and digital payments is having pivotal role
in getting connected and making any time anywhere payments at your attain user
satisfaction and there by leads to consumer loyalty.

Pillai,Sruthy S.,G. Sandhya, and [Link].(2019) They describe the

trend shows that more people prefer using the non-cash modes when cash shortage
was at its crest even for small transaction matter. It shows that there is a significant
positive influence of simplicity and interoperability on the mobile payment adoption,
timely contacts and security proved to have a negative influence on the dependent
variable. People are more concerned about the security aspects as they believe that
their people are more concerned about the security aspects as they believe that their
monetary details are not safe while doing online transactions.

Maindola, Pallavi, Neetu Singhal, and Akash [Link].(2018) The digital

payment landscape is sprouting in the country at a dizzying step. After the
demonetization, complete turnaround in the payment landscape has been observed.
The technology revolution and government initiative of cashless economy, followed by
demonetization saga has enabled the evolution of multiple non-banking players in the
payment space.

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Research Methodology:

The research has conducted in Chennai and has considered the customers as samples
and collected. The objective of study is to analyze the customer perception towards the
benefits and issues of online payment apps. Descriptive research design is adopted by
the researcher. The sample size consider for the study is 120. Data is collected from the
customers. Respondents have been chosen for study from the study area according to
the convenience of the researcher, Convenience sampling have been adopted to take
survey from 120 respondents. The researcher has analyzed the data of percentage
analysis and chi – square, Annova test for significance to understand the customer
perception towards online payment apps.
Data Analysis and Findings

Table 4.1:7 – Various banks of respondents:

Bank No of respondents Percentage

Government bank 44 36.7
Private bank 61 50.8
Both 15 12.5
Total 120 100

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 Fig4.7: Various banks of respondents

INTERPRETATION: From the above table it is interpreted that 50.8% of respondents

are from private bank and 36.7% of respondents are from government bank and
remaining 12.5% of respondents who have both government and private bank account.

INFERENCE: Majority (50.8%) are from private bank.

Table 4.1:16 Experience of respondents

Satisfaction level No of respondents Percentage

Excellent 15 12.5
Good 93 77.5
Fair 11 9.2
Poor 1 0.8
Total 120 100

Fig 4.16: Experience of respondents

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INTERPRETATION: From the above table it is interpreted that 77.5% of respondents
rated good and 12.5% of respondents rated excellent.

INFERENCE: Majority (77.5%) rated good using online payment apps.

CHI SQUARE TEST

TABLE 4.2.1: Table showing the association between Gender and often use online
payment apps

Null hypothesis (H0): There is no significance difference between Gender and

respondents often using online payment apps.

Alternative hypothesis (H1): There is a significance difference between Gender of the

respondents and respondents often using payment apps.

Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
Pearson Chi-Square 127.147a 10 .000
Likelihood Ratio 20.703 10 .023
N of Valid Cases 121
a. 12 cells (66.7%) have expected count less than 5. The minimum
expected count is .01.

Source: Primary data

Interpretation:

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Since p value is lesser than 0.05, we accept Alternate hypothesis and reject Null
hypothesis. Therefore, there is significance difference between Gender of the
respondents and the respondents often using online payment apps.

ANOVA:

Table 4.3.1: Table showing significance difference between age of the

respondents and time and money saved by respondents

Null Hypothesis (H0): There is significance difference between Age of the respondents
and time and money saved by respondents.

Alternative Hypothesis (H1): There is no significance difference between Age of the

respondents and time and money saved by respondents.

ANOVA
doonlinepaymentappsaveyourtimeandmoney
Sum of Squares df Mean Square F Sig.
Between Groups 17.762 4 4.440 1.616 .175
Within Groups 318.751 116 2.748
Total 336.512 120

Source: Primary data

INTERPRETATION:

Since p value is greater than 0.05, we accept null hypothesis and reject Alternative
hypothesis. Therefore, there is no significance difference between age of the
respondents and time and money saved by respondents

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 SUGGESTION:

➢ The online payment app is very handy and useful for the customers but it is
also creates some security problem while using the apps.
➢ The online payment app should maintain privacy for the customer’s in order to
use safe and secured.
➢ The payment app should develop their app and also make fix the problems of
delay in transactions issue faced by the customers in current scenario.
➢ online payment apps should be upgraded and create more innovative ideas
with the payment system.

Conclusion:
An evolutionary succession has been witnessed by payment methods from cash
to online payment apps like google pay, phone pe, paytm, and bhim app etc., and
currently to electronic commerce and mobile banking. In this paper, it has been studied
that online payment methods are increasingly being used for making daily online as well
as onsite purchases. The issues associated with online payment as well as the adoption
of electronic commerce for making payments by customers has been discussed in this
paper. Furthermore, the advancements in technology supporting mobile transactions
and making them more convenient and transparent is developing trust among
customers who are becoming habitual of employing this mode of payment. This change
in the behaviour of customers showing a transition from the traditional to an advanced
online mode of payment is apparent in retailing and banking, and with nearly all
available mobile devices. The statistics shown in this study signify that the number of
customers employing online mode of payment and making online transactions are
continuously growing, hinting at an everlasting acceptance of online payment systems.
However, the adoption and deployment of several rising technologies carry new
opportunities and challenges to the implementation and design of secure online
payment systems in the present day as well as in near future.

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REFERENCE:
• Kaur, Puneet, et al (2020) why people use and recommend mobile
• Wallet Volume 56, September 2020
• Ghosh, Gourab (2021) Adoption of digital payment system by consumer
Volume 9, Issue 2 February 2021
• Vinitha,K.,and [Link] “usage of E-payment and customer satisfaction “
Executive Editor 9.3 (2018):130
• Pillai, Sruthy S., G. Sandhya, and G. Rejikumar. "Acceptance of mobile payments
and UPI technology. Indian Context. “International journal of barriers forecasting
and Marketing Intelligence 5.3(2019) : 371-384
• Maindola,.Pallavi,Neetusinghal.,andAkash D. Dubey"Sentiment analysis of
digital wallets and UPI systems in India post demonetization using IBM Watson
“2018 International Conference on computer communication and Informatics’
(ICCCI).IEEE,2018

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