A Study On Consumar Satisfaction Towords Google Pa1

GOOGLE PAY
“A STUDY ON CUSTOMER SATISFACTION TOWARDS

GOOGLE PAY”
AT
REPORT SUBMITTED TO KARNATAK

UNIVERSITY DHARWAD
IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE
AWARD OF DEGREE IN
MASTER OF BUSINESS ADMINISTRATION
SUBMITTED BY
RAHUL KURABET
19MBA341
UNDER THE GUIDANCE OF
PROF. ARCHANA GADAG
2020
INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE
HUBBALI – 580026
INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 1

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ACKNOWLEDGEMENT
First and foremost, I thank almighty for keeping me hale and healthy for successful completion of the
project.
I express my deepest gratitude to Our Director Dr. S. R. Patil who had given this opportunity to do this
project.
I sincerely thank to my guide, Prof. Archana Gadag, for her kind words and continuous
encouragement which has inspired me in completion of this project.
I am also taking the pleasure to express my sincere thanks to all other staff members of The Department
of Management Studies, Institute of Excellence In Management Science B. School for their kind co-
operation.
Last but not least, I would like to convey my sincere gratitude to my parents and friends, who
have always been a source for the completion of this project.
Name : RAHUL KURABET

Reg No: 19MBA341

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DECLARATION
I, Rahul kurabet, Here by Declare That the Summer Internship Project [SIP] Entitled “A STUDY ON
CUSTOMER SATISFACTION TOWARDS GOOGLE PAY” Prepared Under. The Guidance of
Prof. Archana Gadag, Assistant Professor of MBA Department, IEMS B. School.
I Also Declare That This Summer Internship Project [SIP] Is Towards. The Partial Fulfilment
Of the University Regulation of Degree Of Masters Of Business Administration By Karnataka

University, Hubli.
I Have Undergone Major Concurrent project [MCP] For A Period of Two Months.
I Further Declare That This Project Is Based On The Original Study Undertaken By Me And Has Not
Been Submitted For The Award Of Any Degree/Diploma From Any Other University/ Institution.

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CHAPTER TOPIC PAGENO.

NO
01 EXECUTIVE SUMMARY 01-02
02 INDUSTRY AND ORGNIZATION PROFILE 03-21
03 COMPANY PROFILE 22-30
04 THEORETICAL FRAMEWORK 31-38
05 REVIEW OF LITERATURE 39-40
06 RESEARCH METHOLODOGY 41-44
07 ANALYSIS AND INTERPRETATION 45-60
08 FINDINGS/SUGGESTIONS/CONCLUTIONS 61-63

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EXECUTIVE SUMMARY
Customer satisfaction is a term frequently used in marketing. “In researching
satisfaction, firms generally ask customers whether their product or service has met or exceeded
expectations”. The sample size for the consumer’s survey is 100.Tools for Statistical Analysis to Analyze
the data and interpret the results by using percentage analysis and ranking. simple Percentage Method,
Weighted Average Ranking Method, Chi-Square test. To find out the socioeconomic status of the
respondents.
The mobile wallet is reflective of the expanding presence of mobile devices in daily
life. Google Pay (stylized as G Pay; formerly Pay with Google and Android Pay) is a digital wallet platform
and online payment system developed by Google to power in-app and tap-to pay purchases on mobile
devices, enabling users to make payments with Android phones, tablets or watches. The study is attempted
to analyses the customers’ perception towards mobile wallet with special reference to Google pay. The study
was done based on well-structured questionnaire with150 respondents in Hubli. The problem area of this
survey is determining the factors influencing customers towards Google pay and those factors will help the
marketers to formulate their strategies towards Google pay. Key Words: M-Wallet, G-pay, digital payment,
E wallet, perception.

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INTRODUCTION
The digital payment changed the buying behaviour of Indian society. It prevents black money
market. It helps the government to maintain a record of all transaction. Digital Payment Habit has changed
after demonetization. People have no other option for transaction so Indian society move slowly from cash
to digital transaction system. On the earlier, when digital payment introduce people hesitate to change their
transaction habits but after demonetization, they force to do their transaction with digital payment. This
research is on customer satisfaction towards using Wallet or digital payment applications. The way
consumer perceives digital transaction after demonetization, it affects a lot in the society, of Indian culture
In recent time technology plays a very vital role with this, the way we transact in daily life has changed
drastically with the advent of Smartphone the life has become easier where all payments & transaction
are taking place on online. The present study focuses on measuring customer satisfaction towards Google
pay app.
Google pay (stylized as g pay; formerly pay with Google and android pay) is a digital wallet
platform and online payment system developed by Google to power in-app and tap-to-pay purchases on
mobile devices, enabling users to make payments with android phones, tablets or watches. As of January 8,
2018, the old android pay and Google wallet have unified into a single pay system called Google pay.
Android pay was rebranded and renamed as Google pay. It also took over the branding of Google chrome
auto fill feature Google pay adopt the features of both android pay and Google wallet through its in-store,
peer-to-peer, and online payments services. The rebranded service provided a new API that allows
merchants to add the payment services, apps, stripe, Braintree, and Google assistant, the service allows user
to use the payment cards they have on file with Google pay. It looks like the day will soon arrive when your
smartphone or smart watch will replace your wallet. Instead of scrambling to locate your credit or debit card
to pay for items as you go about your day, you need only your device and a retail terminal to pay for any
product you need. If you shop online or in stores using an Android phone, Google Pay is there for you.
Like Apple Pay on the iPhone, the Android-centric Google Pay lets you purchase products and services by
linking your credit card or various other payment sources to your Google account. The Google Pay app
comes preinstalled on new NFC enabled Android phones, providing a secure system for sending money to
friends or family, purchasing items in stores, buying and storing events, airline, or transit tickets, and

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tracking rewards and loyalty cards. Plus, you can send or receive personal funds via Google Pay completely
free from your desktop, tablet, or mobile phone running Android 4.4 (Kit Kat) and later, or iOS 7 or later.
Google Pay, which evolved from a series of previous merchant platform

incarnations like Android Pay and Google Wallet into a unified online digital payment service, now lets you
pay for merchandise on websites or within various merchant apps, and is accepted by millions of retail
outlets in the U.S. and worldwide. To use Google Pay on your computer, you must sign in to
pay.google.com. Google Pay is also available as a downloadable app for both iOS and Android, though for
iOS, Google restricts its use in the U.S. only. Many banks, as well as PayPal, also integrate with Google
Pay. Most of Google Pay’s features are fully operational on NFC-capable Android mobile devices, and in
late-model Android phones, Google Pay is included with the smartphone’s default apps. Google Pay for
iPhone is used primarily to send and receive funds between individuals or friends and family and within
apps or websites. Google Pay uses Near Field Communication (NFC) to transmit card information
facilitating funds transfer to the retailer. It replaces the credit or debit card chip and PIN or magnetic stripe
transaction at point-of-sale terminals by allowing the user to upload these in the Google Pay wallet. It is
similar to contactless payments already used in many countries, with the addition of two-factor
authentication. The service lets Android devices wirelessly communicate with point of sale systems using a
near field communication (NFC) antenna, host-based card emulation (HCE), and Android's security.
Google Pay takes advantage of physical authentications such as fingerprint ID

where available. On devices without fingerprint ID, Google Pay is activated with a passcode. When the user
makes a payment to a merchant, Google Pay does not send the credit or debit card number with the payment.
Instead, it generates a virtual account number representing the user's account information. This service keeps
customer payment information private, sending a one-time security code instead of the card or user details.
Google Pay requires that a screen lock be set on the phone. It has no card limit. Users can add payment cards
to the service by taking a photo of the card, or by entering the card information manually. To pay at points
of sale, users hold their authenticated device to the point-of-sale system. The service has smart
authentication, allowing the system to detect when the device is considered secure (for instance if unlocked
in the last five minutes) and challenge if necessary, for unlock information. Spring CEO Alan Tisch said
Google Pay improves mobile shopping business by supporting a "buy button" powered by Google Pay
integrated within vendor's creative design. If you only plan to use Google Pay online to pay for, say, Google

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Play movies or apps, then you can set up your account from your Google Play app. Just tap on the menu
icon (the three parallel lines) in the upper left corner, and select “Payment methods.” This is where you can
add a PayPal account, a credit card, or debit account, which Google Pay will use whenever you buy
something like an app directly through Google. You can add several accounts if you want.
If you want to change or remove a payment method — for example, a credit card that you’re no longer
using — it’s not difficult. Just go to the same “Payment methods” page, and tap on “More payment settings”
at the bottom of the page. You’ll see a list of your current payment methods, with buttons to “Remove” or
“Edit” at the bottom of each. On the other hand, if you plan to use Google Pay on your phone to make
payments at a store, you’ll need to use the Google Pay app. (Chances are, it’s already on your phone.)
Download the Google Pay app from the Play Store. If you have more than one Google account, you’ll be
asked which account you want to use with it. Agree to the Google Pay terms of service and the
Google privacy policy. (You can click on the links to find out more.) Otherwise, click on “Get started.” Add
a payment method by tapping on “Set it up.” This will take you to the “Choose a card” screen; if you’ve
already registered a card or PayPal account with Google (via the above method), it will be listed. Otherwise,
you can add a payment method at this point.

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INTRODUCTION OF THE TOPIC:
TOPIC NAME: The study on customer satisfaction towards Google pay.
OBJECTIVES OF THE STUDY:
 To Understand the various factors involved in using mobile wallets.

 To Understand the different factors that influence the customer to use Google pay.
 To know what are the different challenges faced by the customers wheal using Google pay.
 To understand the profile of various online payment service products.
SCOPE OF THE STUDY:
 The scope of the study is that to find out the level of customer satisfaction Google pay.
 To identify the customer’s views regarding quality, service
 This research will include data collection and methodology through questionnaires as a tool to identify the
specific problems within the organization and trying to find out the subsequent remedies for this.
NEED OF THE STUDY:
 The main purpose of this study is to know the performance of Google pay
 And also, its helps to find out the various opportunities to know customer needs wants and demands
of customer from the Google pay

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LIMITATION OF THE STUDY:
 The study is only based on secondary data.

 As project t is prepared only for academic purpose so it suffers from the limitation of time.
 The Sample size was limited to One hundred customers only
 The study has been limited to only costumer in Hubli city.
SAMPLE SIZE:
The sample size included 100 customers and related people in various different location. Search
process was done by interacting with number of customers during the activities performed. Sample design
consist of CONVIENCE SAMPLING.
Method of Data Collection:

 Primary Data with the help of questionnaire
 Secondary Data with the help of websites
FINDINGS
 54% of the respondents said that they are influenced by cash back offer.
 78% of the respondents said that Google pay wallet is accepted everywhere.
 48% of the respondents said that Google pay is used for daily bases.
 52% of the respondents said that they face server issues while using Google pay app.
 61% of the respondents said that they are satisfied with Google pay app.
 61% of the respondents agree that Google pay service save their time and money.

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SUGGESTION
 Google pay service should give more offers cashback and vouchers to its customers to attract them.
 Customer should feel that compare to other online payment service Google pay service is good
service.
 Google pay users should never share their personal information like PIN numbers, passwords etc.
with anyone.
 PIN or passwords should be changed frequently and memorized before destroying.
 Google pay can give more advertisements and newspaper ads for more publicity.
CONCLUSION
Most of the people prefer digital payments for the ease and convenience.
And almost any app cannot beat GOOGLE PAY app in these areas. Another area where Google pay loses is
security. Though it has provided the security for its Pay and Passbook options but it relies on your phone’s
security. Moreover, the options like recharge, bill payments and bookings do not have any security at all.
The Google pay is also slower than its opponent because of too many features.

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INDUSTRY
PROFILE

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INDUSTRY PROFILE
INTRODUCTION OF INFORMATION TECHNOLOGY (IT)
Information technology (IT) is the use of any computers, storage, networking and other physical devices,
infrastructure and processes to create, process, store, secure and exchange all forms of electronic data.
Typically, IT is used in the context of business operations, as opposed to technology used for personal or
entertainment purposes. The commercial use of IT encompasses both computer technology and
telecommunications.
The Harvard Business Review coined the term information technology to make a distinction between
purpose-built machines designed to perform a limited scope of functions, and general-purpose computing
machines that could be programmed for various tasks. As the IT industry evolved from the mid-20th
century, computing capability increased, while device cost and energy consumption decreased, a cycle that
continues today when new technologies emerge.
HISTORY OF IT INDUSTRY
India's IT Services industry was born in Mumbai in 1967 with the creation of Tata Consultancy Services
who in 1977 partnered with Burroughs which began India's export of IT services. The first software export
zone, SEEPZ – the precursor to the modern-day IT park – was established in Mumbai in 1973. More than 80
percent of the country's software exports were from SEEPZ in the 1980s.
Within 90 days of its establishment, the Task Force produced an extensive background
report on the state of technology in India and an IT Action Plan with 108 recommendations. The Task Force
could act quickly because it built upon the experience and frustrations of state governments, central
government agencies, universities, and the software industry. Much of what it proposed was also consistent
with the thinking and recommendations of international bodies like the World Trade Organization (WTO),
International Telecommunications Union (ITU), and World Bank. In addition, the Task Force incorporated
the experiences of Singapore and other nations, which implemented similar programs. It was less a task of
invention than of sparking action on a consensus that had already evolved within the networking community
and government.

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In 1991 the Department of Electronics broke this impasse, creating a corporation called
Software Technology Parks of India (STPI) that, being owned by the government, could provide VSAT
communications without breaching its monopoly. STPI set up software technology parks in different cities, each of
which provided satellite links to be used by firms; the local link was a wireless radio link. In 1993 the government
began to allow individual companies their own dedicated links, which allowed work done in India to be transmitted
abroad directly. Indian firms soon convinced their American customers that a satellite link was as reliable as a team of
programmers working in the clients’ office. A joint EU-India group of scholars was formed on 23 November 2001 to
further promote joint research and development. On 25 June 2002, India and the European Union agreed to bilateral
cooperation in the field of science and technology. From 2017, India holds a Associate Member State status at CERN,
while a joint India-EU Software Education and Development Center will be located in Bangalore.
FOUNDER OF INDIAN IT INDUSYRY
Faqir Chand Kohli was known as the Father of the Indian IT Industry.
He was a pioneer of the country's technology revolution and helped India build its USD 100 billion IT
industry. Born on March 19, 1924, in Peshawar, he did his BA and BSc from the Government College for
Men in Lahore under Punjab University. Later he went to Queen's University in Canada and completed BSc
(Hons) in Electrical Engineering in 1948. He also did his MS in Mechanical Engineering from the
Massachusetts Institute of Technology in 1950. Kohli returned to India in 1951 and joined Tata Electric
Companies and rose to become its director in 1970. During this tenure, he was responsible for the use of
digital computers for power system design and control. In September 1969, Kohli became the general
manager of TCS. In 1994, he became deputy chairman of the company and the rest is history. In 1991 he
actively worked to bring IBM to India as part of Tata-IBM. He retired in 1999 at the age of 75.

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Major information technology hubs
Bangalore
As of fiscal 2016–17, Bangalore accounted for 38% of total IT exports from India worth $45 billion,
employing 10 lakh people directly and 30 lakh indirectly.[13] The city is known as the "Silicon Valley of
India". Notable tech parks are Electronic City, ITPL, Bagmane Tech Park, Embassy Golf Links, Manyata
Tech Park, Global Village Tech Park, Embassy Tech Village. Apart from these IT companies are also
located in several other parts of the city. Notable IT companies of the area include Infosys, Wipro, HCL
Technologies, SAP Labs, Accenture, TCS, Oracle, IBM India, Sonata Software, Mindtree, and Intuit India.
Bangalore is also known as the "start-up capital of India"; the city is home to 44 percent of all Indian
unicorn start-up companies as of 2020
Hyderabad
Amazon Hyderabad campus
Hyderabad – known for the HITEC City or Cyberabad – is India's second largest information technology
exporter and a major global IT hub, and the largest bioinformatics hub in India. Hyderabad has emerged as
the second largest city in the country for software exports pipping competitors Chennai and Pune. Notable
tech companies include Accenture, Amazon(company), deloitte, Tata Consultancy Services, Microsoft, HCL

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Technologies, Oracle Corporation, Google, Qualcomm, Dell, Cognizant. As of 2020, the IT exports from
Hyderabad was ₹128,807 crore (US$15 billion), the city houses 1500 IT and ITES companies that provide
582,126 employment. Notable tech and pharma parks are HITEC City, Genome Valley, and Hyderabad
Pharma City
Chennai
Zoho, Headquarters in Chennai
As of 2018, Chennai is India's third-largest exporter of information technology (IT) after Bangalore and
Hyderabad and business process outsourcing (BPO) services. Tidel Park in Chennai was billed as Asia's
largest IT park when it was built. Notable tech parks are International Tech Park, DLF Cybercity SEZ,
Mahindra World City, SIPCOT IT Park, Olympia Tech Park, One India bulls Park, L&T Estancia IT SEZ
and Ramanujan IT City. City has an expressway called as IT expressways and a preferred location for IT
industries. Major software companies such as Tata Consultancy Services, Infosys, Zoho, Capgemini,
Cognizant Technology Solutions, Accenture, UST Global, Birla Soft, HCL Technologies have their offices
set up here, with some of them making Chennai their largest base.
Pune
The Rajiv Gandhi Infotech Park in Hinjawadi is a ₹600-billion (US$8.9 billion) project by the Maharashtra
Industrial Development Corporation (MIDC). The IT Park encompasses an area of about 2,800 acres
(11 km2) and is home to over 800 IT companies of all sizes.[33] Besides Hinjawadi, IT companies are also
located at Magarpatta, Kharadi, Yerawada, Aundh and several other parts of the city. As of 2017, the IT
sector employs more than 300,000 people.

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Delhi NCR
Delhi NCR is one of the major IT hub in India. Cities like Gurugram and Noida have several companies
that’s serves the local and global markets.
IT Industry Growth in India

The growth of the IT industry in India is unprecedented across the economies of the world. All the sub-
sectors of this industry (hardware products have relatively seen less progress) have made strides in revenue
growth in the last two decades and fueled the growth of the Indian economy. The rapid advancement within
the IT industry and liberalization policies such as reducing trade barriers and eliminating import duties on
technology products by the Government of India are instrumental in the growth of this industry. Also,
various other government initiatives like setting up Software Technology Parks (STP), Export Oriented
Units (EOU), Special Economic Zones (SEZ) and foreign direct investment (FDI) have helped this industry
in achieving a dominant position in the world IT industry.

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In the present time, when the COVID-19 pandemic has grappled the whole world and
economies have been hard hit. Indian IT industry is still showing positive signs and has the resilience to
overcome this unprecedented tragedy. It has emerged as a global economic force and a major contributor to
the Indian economy in particular and the world in general. This article tries to outline how the Indian IT
industry has evolved over the years and its prominent role in boosting Indian’s growth.
Indian IT industry has grown rapidly with an exponential growth rate after the economic
reform of 1991-92. Indian IT companies have set up thousands of centres within Indian and around 80
countries across the world. The majority of global corporations are sourcing IT-ITES from the Indian IT
industry, it accounts for approximately 55 percent of the global service sourcing market (US$ 200-250
billion) in 2019-20. The market size (especially export) of the IT industry has grown manifold from approx.
67 billion US dollars in 2008-09 to 191 billion US dollars in 2019-20 (Graph 1). The revenue is further
expected to grow in the coming years with an accelerating growth rate and expected to reach 350 billion US
dollars by 2025.

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The remarkable feature of India’s IT industry is that along with its expansion in terms of
market size it is also incrementally adding a significant share to India’s gross domestic product (GDP) and
consequently boosting the growth and development of the country. From a minuscule 0.4 percent in 1991-
92, the IT industry contributed around eight percent in 2017-18 to the total GDP of India (Graph 2). This
share is expected to increase to ten percent by 2025.
BANKING INDUSTRY

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Introduction
As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalised and well-regulated.
The financial and economic conditions in the country are far superior to any other country in the world.
Credit, market and liquidity risk studies suggest that Indian banks are generally resilient and have withstood
the global downturn well.
Indian banking industry has recently witnessed the roll out of innovative banking models like payments and
small finance banks. RBI’s new measures may go a long way in helping the restructuring of the domestic
banking industry.
The digital payments system in India has evolved the most among 25 countries with India’s Immediate
Payment Service (IMPS) being the only system at level five in the Faster Payments Innovation Index (FPII).
Market Size
 The Indian banking system consists of 12 public sector banks, 22 private sector banks, 46 foreign
banks, 56 regional rural banks, 1485 urban cooperative banks and 96,000 rural cooperative banks in
addition to cooperative credit institutions As of November 2020, the total number of ATMs in India
increased to 209,282.
 Asset of public sector banks stood at Rs. 107.83 lakh crore (US$ 1.52 trillion) in FY20.
 During FY16-FY20, bank credit grew at a CAGR of 3.57%. As of FY20, total credit extended surged
to US$ 1,698.97 billion. During FY16-FY20, deposits grew at a CAGR of 13.93% and reached US$
1.93 trillion by FY20.
 According to the RBI, bank credit and deposits stood at Rs. 108.6 trillion (US$ 1.48 trillion) and Rs.
151.34 trillion (US$ 2.06 trillion), respectively, as of April 23, 2021.
 Credit to non-food industries stood at Rs. 108.02 trillion (US$ 1.47 trillion), as of April 23, 2021.
Non-food industries grew at 5.7% in January 2021 as against an increase of 8.5% in January 2020
Investments/Developments

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Key investments and developments in India’s banking industry include:
 In December 2020, in response to the RBI’s cautionary message, the Digital Lenders’ Association
issued a revised code of conduct for digital lending.
 As of February 27, 2021, the number of bank accounts opened under the government’s flagship
financial inclusion drive ‘Pradhan Mantri Jan Dhan Yojana (PMJDY)’ reached 41.93 crore and
deposits in Jan Dhan bank accounts stood at more than Rs. 1.70 lakh crore (US$ 23.07 billion).
 On November 6, 2020, WhatsApp started UPI payments service in India on receiving the National
Payments Corporation of India (NPCI) approval to ‘Go Live’ on UPI in a graded manner.
 In October 2020, HDFC Bank and Apollo Hospitals partnered to launch the ‘Healthy Life
Programme’, a holistic healthcare solution that makes healthy living accessible and affordable on
Apollo’s digital platform.
 In 2019, banking and financial services witnessed 32 M&A (merger and acquisition) activities worth
US$ 1.72 billion.
 In March 2020, State Bank of India (SBI), India’s largest lender, raised US$ 100 million in green
bonds through private placement.
 In February 2020, the Cabinet Committee on Economic Affairs gave its approval for continuation of
the process of recapitalization of Regional Rural Banks (RRBs) by providing minimum regulatory
capital to RRBs for another year beyond 2019-20 - till 2020-21 to those RRBs which are unable to
maintain minimum Capital to Risk weighted Assets Ratio (CRAR) of 9% as per the regulatory norms
prescribed by RBI.
 The NPAs (Non-Performing Assets) of commercial banks recorded a recovery of Rs. 400,000 crore
(US$ 57.23 billion) in the last four years including record recovery of Rs. 156,746 crore (US$ 22.42
billion) in FY19.

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Government Initiatives
 As per Union Budget 2021-22, the government will disinvest IDBI Bank and privatise two public
sector banks.
 As per Union Budget 2019-20, the Government proposed fully automated GST refund module and
an electronic invoice system that will eliminate the need for a separate e-way bill.
 Government smoothly carried out consolidation, reducing the number of Public Sector Banks by
eight.
 As of September 2018, the Government of India made Pradhan Mantri Jan Dhan Yojana (PMJDY)
scheme an open-ended scheme and added more incentives.
 The Government of India planned to inject Rs. 42,000 crore (US$ 5.99 billion) in public sector banks
by March.
Achievements
Following are the achievements of the Government:
 In April 2021, Unified Payments Interface (UPI) recorded 2.73 billion transactions worth Rs. 4.93
lakh crore (US$ 67.31 billion).
 According to the RBI, India’s foreign exchange reserves reached US$ 582.41 billion, as of April 16,
2021
 To improve infrastructure in villages, 204,000 point of sale (POS) terminals have been sanctioned
from the Financial Inclusion Fund by National Bank for Agriculture & Rural Development
(NABARD).
 The number of transactions through immediate payment service (IMPS) increased to 322.96 million
(by volume) and amounted to Rs. 2.99 trillion (US$ 40.85 billion) by value in April 2021.

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GROWTH OF BANKING INDUSTRY:
The Indian banking system consists of 26 public sector banks, 25 private sector banks, 43
foreign banks, 56 regional rural banks, 1,589 urban cooperative banks and 93,550 rural cooperative banks, in
addition to cooperative credit institutions. Public-sector banks control nearly 80 percent of the market,
thereby leaving comparatively much smaller shares for its private peers. Banks are also encouraging their
customers to manage their finances using mobile phones.
Total lending and deposits increased at a compound annual growth rate (CAGR) of
20.7 per cent and 19.7 per cent, respectively, during FY07-14 and are further poised for growth, backed by
demand for housing and personal finance. Total asset size of banking sector assets is expected to increase to
US$ 28.5 trillion by FY25. Deposits have grown at a CAGR of 13.6 per cent during FY05–15 to an
estimated US$ 1.48 trillion in FY15. Deposit growth has been mainly driven by strong growth in savings
amid rising disposable income levels.
Another emerging trend witnessed by the banking sector is the use of social media
platform like Facebook to attract customers. In September 2013 ICICI bank launched a Facebook bill
payment and fund transfer service called ‘Pockets’ for customer convenience.
According to a report by Zinnov, a Globalization and Market Expansion firm, ‘IT
adoption in BSFI sector in India’, the Information Technology Industry spend in BFSI vertical is expected to
reach USD 3.5 billion by Financial Year 2014. The study also highlighted ‘the growing maturity of Indian
BFSI organizations in IT adoption, as technology is seen as a driver of business value. Technology firms
have great potential to explore in the BFSI sector, which contributes to eight per cent of India's Gross
Domestic Product.
Rising incomes are expected to enhance the need for banking services in rural areas
and therefore drive the growth of the sector; programs like MNREGA have helped in increasing rural
income aided by the recent Jan Dhan Yojana. The Reserve Bank of India (RBI) has relaxed its branch
licensing policy, thereby allowing banks (which meet certain financial parameters) to set-up new branches in
tier-2 to tier-6 centres, without prior approval from RBI. It has emphasized the need to focus on spreading
the reach of banking services to the un-banked population of India.

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COMPANY PROFILE

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GOOGLE PAY:
Google Pay is the faster, more secure way to pay online, in stores, and across Google using
the cards saved to your Google Account. Plus, you can manage your payment methods and see all your
Google transactions in one convenient place. Google Pay (stylized as Google Pay; formerly Pay with Google
and Android Pay) is a digital wallet platform and online payment system developed by Google to power in-
app and tap-to-pay purchases on mobile devices, enabling users to make payments Android phones, tablets
or watches.
As of January 8, 2018, the old Android Pay and Google Wallet have unified into a single
pay system called Google Pay. Android Pay was rebranded and renamed as Google Pay. It also took over the
branding of Google Chrome's autofill feature. Google Pay adopts the features of both Android Pay and
Google Wallet through its in-store, peer-to-peer, and online payments services. The rebranded service
provided a new API that allows merchants to add the payment service to websites, apps, Stripe, Braintree,

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and Google Assistant. The service allows users to use the payment cards they have on file with Google Play.
Google Pay uses Near Field Communication (NFC) to transmit card information facilitating funds transfer to
the retailer. It replaces the credit or debit card chip and PIN or magnetic stripe transaction at point-of-sale
terminals by allowing the user to upload these in the Google Pay wallet. It is similar to contactless payments
already used in many countries, with the addition of two-factor authentication. The service lets Android
devices wirelessly communicate with point-of-sale systems using a near field communication (NFC)
antenna, host-based card emulation (HCE), and Android's security. Google Pay takes advantage of physical
authentications such as fingerprint ID where available. On devices without fingerprint ID, Google Pay is
activated with a passcode. When the user makes a payment to a merchant, Google Pay does not send
the credit or debit card number with the payment. Instead it generates a virtual account number representing
the user's account information. This service keeps customer payment information private, sending a one-
time security code instead of the card or user details. Google Pay requires that a screen lock be set on the
phone. It has no card limit Users can add payment cards to the service by taking a photo of the card, or by
entering the card information manually. To pay at points of sale, users hold their authenticated
device to the point of sale system. The service has smart-authentication, allowing the system to detect when
the device is considered secure (for instance if unlocked in the last five minutes) and challenge if necessary
for unlock information Spring CEO Alan Tisch said Google Pay improves mobile shopping business by
supporting a "buy button" powered by Google Pay integrated within vendor's creative design.
History
Originally launched as Android Pay, the service was released at Google I/O 2015. Android
Pay was a successor to and built on the base established by Google Wallet which was released in 2011. It
also used technology from the carrier-backed Soft card—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 Play Store purchases and some app-based
peer-to-peer payments, for instance in Gmail 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.

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On September 8, 2016 it was reported that UK banks TSB and Santander would be
participating in the following weeks. Android Pay was launched in Singapore on June 28, 2016, and in
Australia on July 14, 2016. Android Pay launched in the Republic of Ireland on December 7, 2016 and was
initially available to customers of AIB and KBC, having since been extended to Bank of Ireland and Ulster
Bank. The service works with both credit and debit cards. In 2016, Google began a public trial in Silicon
Valley of a related mobile app called Hands Free. In this system, the customer does not need to present a
phone or card. Instead, a customer announces they wish to "pay with Google" and give their initials to the
cashier, who verifies their identity with a photo previously uploaded to the system. The customer's phone
will only authorize payment if its geographic location system indicates it is near a participating store. On
September 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.
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. This merger extends the platform into
web-based payments integrated into other Google and third-party services. The rebranding began to roll out
as an update to the Android Pay app on February 20, 2018; the app was given an updated design, and now
displays a personalized list of nearby stores which support Google Pay. On December 21, 2018, Google
Payment obtained an e-money license in Lithuania - the license will enable Google to process payments,
issue e-money, and handle electronic 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 Google
Pay for these countries works without the app but as a service. The app won't be available for download as
stated by Google in Google Pay Help page.
On May 18, 2021, Google announced that it would expand Google Pay for Wear OS to be available in 26
more countries that Google Pay for Android had previously had exclusivity in.

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2020 Redesign
On November 18, 2020, Google Pay was redesigned for the United States' version of the app, based upon
the previous Indian/Singaporean versions of the app, which now contains messaging capabilities, an
"Explore" tab for viewing and redeeming personalized offers (including discounts and cashback rewards)
and searching Google Shopping by barcode, "Get gas" and "Order food" buttons that can integrate with
participating filling stations and restaurants, the ability to integrate with banks to track financial status from
the new "Insights" tab. Users can search their transaction history, and can scan receipts with OCR using their
device's camera, or through Gmail messages and Google Photos, to add them to their records. Google is also
introducing a platform known as "Plex", which will allow online banks to offer checking and savings
accounts directly through the app. The new Google Pay uses phone numbers for authentication rather than
Google accounts, and contacts cannot be imported from the previous app. Debit card transfers within the app
are now subject to fees "of 1.5% or $0.31 (whichever is higher)", rather than having no cost.
The new version of Google Pay is a separate app. The existing Google Pay app was deprecated and
discontinued in the United States, with peer-to-peer payment functionality removed from the existing app
and website on April 5, 2021.
Service of Google Pay
Google Pay uses near-field communication (NFC) to transmit card information facilitating funds transfer to
the retailer. It replaces the credit or debit card chip and PIN or magnetic stripe transaction at point-of-sale
terminals by allowing the user to upload these in the Google Pay wallet. It is similar to contactless payments
already used in many countries, with the addition of two-factor authentication. The service lets Android
devices wirelessly communicate with point of sale systems using a near field communication (NFC)
antenna, host-based card emulation (HCE), and Android's security.
Google Pay takes advantage of physical authentications such as fingerprint ID where available. On devices
without fingerprint ID, Google Pay is activated with a passcode. When the user makes a payment to a
merchant, Google Pay does not send the credit or debit card number with the payment. Instead, it generates a
virtual account number representing the user's account information. This service keeps customer payment
information private, sending a one-time security code instead of the card or user details.

GOOGLE PAY
Google Pay requires that a screen lock be set on the phone. It has no card limit.
Users can add payment cards to the service by taking a photo of the card, or by entering the card information
manually. To pay at points of sale, users hold their authenticated device to the point of sale system. The
service has smart-authentication, allowing the system to detect when the device is considered secure (for
instance if unlocked in the last five minutes) and challenge if necessary for unlock information. Spring CEO
Alan Tisch said Google Pay improves mSobile shopping business by supporting a "buy button" powered by
Google Pay integrated within vendor's creative design
ADVANTAGES OF GOOGLE PAY
There are lots of reasons why you should use Google Pay, especially if you’re looking for an alternative way
to pay. With Google Pay, you don’t have to pull out your cards or money from your wallet. No need for any
of that. Pay directly through your phone. It’s as convenient as that. Now here are some of the main benefits
and advantages of using Google Pay:
Major Bank Support:
Google Pay is supported by all the 4 major banks in the US; namely, Citibank, Chase, Bank of America,
and Wells Fargo. Mastercard, American Express, Discover and Visa also support Google Pay. Moreover,
through strategic partnerships, sites that support Masterpass and Visa Checkout now also work with Google
Pay.
Mobile Banking App Integration
Google Pay makes it easier for users to add cards to the app. Thanks to their integration system. They have
partnered with several banking apps so that users will be able to add their cards to the app by simply tapping
a button. Fast and easy. However, this banking app integration feature is only limited to a few participating
banks such as bank, Bank of New Zealand, USAA, Bank of America, and Discover

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 Most importantly It is very secure

 It is faster to pay for things
 There are no extra charges for using the service.
 It is easy to use.
 Fast and secure mobile payment.
 Most importantly it is almost free
 However, this app can also be used for business purposes. The API makes integration simple and
there is no cost involved.
 It eliminates the need for certain people to bring a wallet around with them.
 Money can be sent and received quickly and easily.
 This app allows you to pay your utility bills, recharge your phone, and shop online.
 Google uses encryption and several layers of authentication to protect transactions.
 Benefits from a variety of cashback and incentive
programs
Interface of Google pay App

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Most Commonly Compared to Google Pay
 Amazon Pay.

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 TransferWise.
 Payoneer.
 WePay

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 Paytm.
 Coinbase.
 2Checkout.

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 Braintree.

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GOOGLE PAY TERMS:
"Applicable Law" means all applicable laws, rules, regulations, guidelines, statutory or government
notifications including Reserve Bank of India regulations and Payment Participant Rules.
"BBPOU" means Bharat Bill Payment Operating Unit operating under the applicable Bharat Bill Payment System
regulatory framework.
"Biller" means a biller, including Prepaid Service Providers supported by Google Pay for Bill Payment Services
either through a biller aggregator or a BBPOU, to whom a User can initiate bill payment on Google Pay.
"Bill Payment Services" means the facility provided to Users on Google Pay to view bills or pre-paid plans
and make payments to Billers and receive other ancillary services.
"Credit Institutions" means banks, non-banking financial institutions and other credit providers that have the
requisite permissions from the applicable regulatory authorities to provide advances and loans to users.
"Funding Account" means a credit card, bank account (through debit card or net banking), BHIM UPI
account or pre-paid payment instrument (such as cash card or e-wallet) that is registered or used by the User to fund
Payment Transactions.
"GAP" shall mean the Gold Accumulation Plan provided by MMTC.
"Gold Account" means an account on Google Pay which has been linked to the GAP.
"Gold" means the gold in your GAP account.
"Google Account" means the account you create with Google or Group Companies for the use of Google Pay
Services and other Google services, as defined in the Universal Terms.
"Google Group Companies" or "Group Companies" means Google’s parent, its subsidiaries and associate

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companies, and the parent’s ultimate holding company and its direct or indirect subsidiaries, including their associate
companies.
"Google Pay Service(s)" or "Service(s)" means the Payment Transaction facilitation services, Bill
Payment Services and other services provided by Google through Google Pay App or other platforms.
"Loan Facility" means the loans and advances offered by a Credit Institution to You as per Your agreement with
the Credit Institution.
"Loan Facility Services" means the Google Pay Services for facilitation of Loan Facility from Credit
Institutions to You.
"Merchant" means a person or entity who/which (i) avails the Google Pay for Business Program; or (ii) provides
Google Pay as a payment option to its customers through a Payment Participant; or (iii) uses Google Pay to collect
payments from its customers for goods and services purchased from a merchant either offline or through any online
platforms.
"MMTC" shall mean MMTC-PAMP, a company providing GAP through Google Pay.
"NPCI" means the National Payments Corporation of India.
"P2P Service" means the Google Pay Services for facilitating P2P payment transactions
"P2P Payment" or "Peer to Peer Payment" means a payment initiated by a User using the P2P Service
that debits (or charges) a Funding Account of the User (i.e. Sender) and makes the funds available in the Payment
Instrument designated by the Recipient.
"Payment Instrument" means, including but not limited to, a credit card, debit card, bank account, or prepaid
payment instrument, including e-wallets and gift cards issued under Applicable Law, that is eligible for use by a User
to fund Payment Transactions or a Recipient to receive payments.
"Payments System" shall have the meaning ascribed to it under the provisions of Applicable Law.

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"Payment Participants" shall mean all the parties involved in the payment system including but not limited to
payment/bill aggregators, Payments System Providers, acquiring banks, partner banks, the issuer of the Sender’s
Funding Account, the issuer bank of the Recipient bank account, the issuer of the Payment Instruments, card
associations, NPCI, Reserve Bank of India, etc.
"Payments System Providers" means banks, financial institutions, card associations, and other payment
system providers (as defined under the Payment and Settlement Systems Act, 2007), with whom Google has entered
into an arrangement to facilitate Payment Transactions (as defined below) using Payments System Provider Services.
"Payments System Provider Services" means payment gateway system/interface/services provided to

route payment instructions to Payments Participants for (i) Card Transactions, (ii) BHIM UPI based Transactions; (iii)
net banking, (iv) prepaid payment instrument; and provide authentication and authorization from issuers, card
associations, NPCI and/or other third party clearinghouses; and/or (v) provide settlement facilities in respect of
payment instructions initiated by the User.
"Recipient" means a User, Merchant, Biller or third party who receives a payment from the Sender.
"Sender" means a User who uses the Google Pay Services to send a payment to a Recipient
"Transaction" or "Payment Transaction" means (i) the payment request made by the User for sending
or receiving payments; and (ii) the payment instructions provided by the Sender for debit of his/her Funding Account.
"UPI" means the Unified Payment Interface.
"UPI Transaction Data" means the individual UPI transaction data i.e. data in clear text format.
"User" means a person who registers for Google Pay Service(s) to send or receive payments.
"We", "we" or "us" means Google.
"You", "you", or "your" means a User

GOOGLE PAY
FEATURES OF GOOGLE PAY:
Google Pay is a wallet-free way of shopping. With this app, you can make in-store, in-app and online
purchases. But it’s more than just a means to pay. It also allows you to send money to your friends. Check
out the key features of Google Pay below
Send and Receive Money via Audio

Google Pay has introduced a new feature called as Audio based QR system for
sending and receiving money. In order to transfer money using this feature one need to scan QR code
appearing on screen while sliding the circle for payment and receipt. It is claimed that ultrasonic wave is
used to create one-time code for digital payment.
Pay Utility Bills

Apart from sending and receiving the money, you can use this app for paying utility bills like electricity,
gas, water, property tax, insurance bill, DTH recharge and many others. You can even pay for a landline,
mobile, and broadband. They have a tie-up with leading brands such as Zerodha, Redbus, TataSky, Goibibo
etc.
Multiple Payment Options
You have multiple payment options in this app. Firstly you can use the facility of pairing mobile using QR
code and transferring money. Apart from that, you can also use UPI name for transferring money. You can
send money by submitting recipient’s bank details and IFSC code. You can also see an old transactions
history including the requested money.
Rewards
Like another payment app, Google Pay also offers rewards and cashback benefits. Current offer is sending
or receiving up to Rs.150 and chance of winning Rs.1000. If you pay your electricity bill using this app there
is assure cashback of Rs.50. If you refer this app to your friend you will get assure cashback of Rs.51
Loan offer
Google Pay has recently tied up with ICICI Bank, HDFC Bank and Kotak Bank for offering loan on the
move. If you are eligible you will directly receive loan offer on the app.

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Benefits of Google Pay

 Quick and Easy way to send and receive money.
 Multiple cashback and rewards benefits.
 Encryption and multiple layers of security by Google to secure transaction.
 Pay Utility bills, recharge your mobile and do online shopping using this app.
 No additional cost of usage.
 This app can also be used for business purpose. Integration is very easy by API and no fee is
involved.
GROWTH OF GOOGLE PAY IN INDIA
Google Pay’s India financials indicated that the company’s profit for FY20 stood at INR 33 Cr, a 6.5x
growth from the last fiscal year’s profit of INR 5.1 Cr
Google India’s revenues have grown 34.8% to about INR 5,593.8 Cr in 2019-20 over the previous financial
year, as per regulatory documents
About 80% of Google Pay India’s total revenue, amounting to INR 1,173.4 Cr was in the form of
reimbursements received from the holding entity Google Asia Pacific recorded as revenues
Google Pay’s India financials indicated that the company’s profit for the fiscal year ending March 31, 2020
(FY20) stood at INR 33 Cr, a 6.5x growth from the last fiscal year’s profit of INR 5.1 Cr. The company’s
EBITDA margin also grew from 3.49% in FY19 to 5.02% this year.
Last month, Inc42 reported that Google India’s revenues have grown 34.8% to about INR 5,593.8 Cr in
2019-20 over the previous financial year, as per regulatory documents. Further, the net profit was higher by
about 23.9% at INR 586.2 Cr in FY20 as compared to INR 472.8 Cr in the preceding fiscal.
It is worth noting that Google Pay has the second largest market share at around 41%, for digital payments
made through the National Payments Corporation of India (NPCI)-operated Unified Payments Interface
(UPI) network. Google Pay India’s FY20 financials highlight that the payments application’s revenues
increased from INR 1,119 Cr in FY19 to INR 1,501.7 Cr in FY20, an increase of 34.2%. However, about
80% of the total revenue,

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THEORETICAL
FRAMEWORK

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THEORETICAL FRAMEWORK
CUSTOMER SATISFACTION
Customer satisfaction is a term frequently used in Marketing. While it's
often abbreviated as CSAT, it is more correct to abbreviate it as CSAT. It is a measure of how products and
services supplied by a company to meet customer expectation. Customer satisfaction is defined as "the
number of customers, or percentage of total customers, whose reported experience with a firm, its products,
or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing
managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses. It is seen as a key performance indicator within business and is often part of a
Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these ratings dip, they
warn of problems that can affect sales and profitability.... These metrics quantify an important dynamic.
When a brand has loyal customers, it gains positive word-of mouth marketing, which is both free and highly
effective.
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do
this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or service has met or
exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will likely rate their experience as less
than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a
budget motel—even though its facilities and service would be deemed superior in 'absolute' terms.
Satisfaction is basically a psychological state it is a difficult thing to
measure quantitatively .in other words there are no units of satisfaction that have been defined. The usual
measures of customer satisfaction involve a survey instrument with a set of statements using aa liker
techniques or scale the customers is asked to evaluate each statement and select from a scale who the
customer agree or disagree with the statement.

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CUSTOMER SATISFACTION MEASUREMENT: -

A basic and effective base line customer satisfaction survey program should focus on measuring
customer perception of how will the company delivers on the critical success factors and dimensions of the
business as defined by the customers:
For example
 Service promptness
 Courtesy of staff
 Responsiveness
 Understanding the customer problem etc.
The findings of the company performance should be analyzed both with all customers and by key
segments of the customer population. The essential starting point for customer is
Improving Customer Satisfaction: -

Published standards exist to help organizations develop their current levels of customer satisfaction.
The International Customer Service Institute (TICSI) has released The International Customer Service
Standard (TICSS). TICSS enables organizations to focus their attention on delivering excellence in the
management of customer service, whilst at the same time providing recognition of success through a 3rd
Party registration scheme. TICSS focuses an organization’s attention on delivering increased customer
satisfaction by helping the organization through a Service Quality Model. TICSS Service Quality Model
uses the 5 P's - Policy, Processes People, Premises, Product/Services, as well as performance measurement.
The implementation of a customer service standard should lead to higher levels of customer satisfaction,
which in turn influences customer retention and customer loyalty.
Customer Satisfaction Surveys: -
Surveys and questionnaires are the most common marketing research methods. Typically, they are used to:
  Assess the level of customer satisfaction with a particular product, service or experience
  Identify factors that contribute to customer satisfaction and dissatisfaction;
  Determine the current status or situation of a product or service;
  Compare and rank providers;
  Estimate the distribution of characteristics in a potential customer population; or
  Help establish customer service standards

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Benefits and Challenges: -

Surveys allow an organization to quickly capture vital information with relatively little expense and effort. A
primary advantage of this method is its directness: “the purpose is clear and the responses straightforward.”
Additionally, the information gathered by surveys can easily be analyzed and used to identify trends over
time. The public views consumer product polls and pollsters in a generally positive manner compared to
political and other polls. One study found that at least sixty percent of the public feels that market research
about products and services has a positive impact on society. Seventy percent consider the people who
conduct such surveys to have positive impacts on society.
A major disadvantage of customer surveys is that the responses may be influenced by the measurement itself
through various forms of bias. For example, most surveys are voluntary, and some researchers have found
differences between survey respondents and non-respondents. People who respond to surveys answer
questions differently than those who do not respond, and late responders answer differently than early
responders.
The 7 P’s of Services: -

The first four elements in the services marketing mix are the same as those in the traditional marketing mix.
However, given the unique nature of services, the implications of these are slightly different in case of
services.
PRODUCT
In case of services, the ‘product’ is intangible, heterogeneous and perishable. Moreover, its
production and consumption are inseparable. Hence, there is scope for customizing the offering as per
customer requirements and the actual customer encounter therefore assumes particular significance.
However, too much customization would compromise the standard delivery of the service and adversely
affect its quality. Hence particular care has to be taken in designing the service offering.
PRICING
Pricing of services is tougher than pricing of goods. While the latter can be priced easily by taking into
account the raw material costs, in case of services attendant costs - such as labor and overhead costs - also
need to be factored in. The final price for the service is then arrived at by including a markup for an
adequate profit margin

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PLACE
Since service delivery is concurrent with its production and cannot be stored or transported, the location of
the service product assumes importance. Service providers have to give special thought to where the service
would be provided. Thus, a fine dine restaurant is better located in a busy, upscale market as against on the
outskirts of a city. Similarly, a holiday resort is better situated in the countryside away from the rush and
noise of a city.
PROMOTION
Since a service offering can be easily replicated promotion becomes crucial in differentiating a service
offering in the mind of the customer. Thus, service providers offering identical services such as airlines or
banks and insurance companies invest heavily in advertising their services. This is crucial in attracting
customers in a segment where the services providers have nearly identical offerings.
The final three elements of the services marketing mix - people, process and physical evidence - are unique
to the marketing of services.
PEOPLE
People are a defining factor in a service delivery process, since a service is inseparable from the person
providing it. Thus, a restaurant is known as much for its food as for the service provided by its staff. The
same is true of banks and department stores. Consequently, customer service training for staff has become a
top priority for many organizations today.
PROCESS
The process of service delivery is crucial since it ensures that the same standard of service is repeatedly
delivered to the customers. Therefore, most companies have a service blueprint which provides the details of
the service delivery process, often going down to even defining the service script and the greeting phrases to
be used by the service staff.
PHYSICAL EVIDENCE
Since services are intangible in nature, most service providers strive to incorporate certain tangible elements
into their offering to enhance customer experience. Many hair salons invest in comfortable and stylish
sitting areas with magazines and plush sofas for patrons to read and relax while they wait. Similarly, many

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restaurants invest heavily in their interior design and decorations to offer a tangible and unique experience
to their guests.
LITERATURE
REVIEW

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Pasupathi and Rekha (2019),

In their article entitled “A Study on Customers’ Perception towards Mobile Wallet
with Special Reference to Google Pay”, with a view to find out the customers’ Perception towards Google
Pay. A well-Structured questionnaire has been used to collect the data from 150 customers in Tiruchirappalli
by adopting simple random sampling method. Data have been analysed using tools like Simple percentage,
Chi-square test, ANOVA and Correlation. 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.
Abhijit and Harmeet (2017)

Studies about the Google pay usage by smartphone users and also attempts to
analyses the varied obstacles faced by the Google pay users. A structured questionnaire was distributed to
230 smartphone users but only 151 responses were valid and thought of for data analysis. The researchers‟
have used the descriptive method so as to urge the statistical results. The findings conclude that Google pay
has got to work upon the payment gateway to enhance the transaction efficiently and to figure upon
transaction time, discounts and offers.
Saviour F (2019)
In his study analyzed 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 wallet services and also the researcher made an
effort to seek out 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 access, increased usage of smart phone
and cashless economy.

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Shamsher Singh and Ravish Rana (2017),

Carried out 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. Simple
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.
Tanzila Ayaz Sayed et.al (2018),

In their research captioned “A Study of Customer Satisfaction Level and Customer
Perception of E-Payment App Services with special reference to 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 data. The result of the study reveals that the majority of the respondents are using PAYTM App
Services and they feel it is comfortable and satisfied with speed of transactions.
Dr. Poonam Painuly, Shalu Rathi

In their paper “Mobile Wallet: An upcoming mode of business transactions” (May
2016) has explained about mobile wallet, types and trends. Then discussed about Role of mobile wallet in
various sectors like Banks, Retail and Hospitality. The paper explains the importance of mobile wallet for
Banks, Customers and Companies. In future scope it talks of mobile wallets becoming a latest marketing
channel in near future. And contribute highly in a seamless shopping experience for the customers that
increase their tendency for frequent and more repurchases with delightful experiences. To conclude they
speak the importance and growth of mobile money in business, social and economic prospective. The
presence of mobile wallet spreading from urban to rural areas on a large scale. Hence, wallet money sees a
high bright future in near time

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RESEARCH
METHODOLOGY :

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RESEARCH METHODOLOGY:
Research can be defined as a systematic search for information on a particular topic. Research is an academic
and such the term should be the used in a technical sense. A design a specification of methods and
procedures for acquiring the information needed. Structurally to solve the problem. Research design must be
described as a series of advance decision that are taken together from a model for the conduct of
investigation. For the study there should be a research design, so that the study is carried on systematically.
 Methodology
The purpose of any research is to find conclusion of a problem in a systematic manner in view of various
types of employees or respondent. The research methodology includes the following
.
 Sources of data
Data is collected from two types of sources – primary and secondary data. Primary data is which is collected
for first time and without any reference. The data collected from past record is known as secondary data.
 Secondary data
Secondary data is the data which has been already collected and analyzed by enumerators.
Secondary data is collected through.
 Collected through Internet.

 Collected through Websites
 Primary data: -
Primary data are those which are collected fresh and for the firsh time. Primary data for study is collected
through questionnaire. This was done by preparing questionnaire.
Data Analysis: -

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 Data has been collected through Google forms and it has been analyze through SPSS Software.

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DATA ANALYSIS
AND
INTERPRETATION

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Gender
Cumulative
Frequency Percent Valid Percent Percent
Valid Female 23 23.0 23.0 23.0
Male 77 77.0 77.0 100.0
Total 100 100.0 100.0
INTERPRETATION
From the above graph it reveals that from 100 respondents. 23% of the
respondents are Female and 77% of the respondents are Male. So from this graph we can conclude that, the
majority of the respondents were belongs to Male group.

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Age
Cumulative
Valid 18-25 80 80.0 80.0 80.0
25-35 11 11.0 11.0 91.0
35-45 6 6.0 6.0 97.0
Above 45 3 3.0 3.0 100.0
Total 100 100.0 100.0
INTERPRETATION
From the above graph it reveals that from 100 respondents 80% of respondents
are in Between 18-25 age, 11% of respondents are in Between 25-35 age, 6% of respondents are in Between
35-45 age and 3% of respondents are 45-Above age. So from this graph we conclude that, the majority of
respondents ware belongs to 18-25 age group.

GOOGLE PAY
1. How did you get to know about Google pay?
Cumulative
Valid Advertisement 23 23.0 23.0 23.0
Friends recommended 49 49.0 49.0 72.0
Internet 22 22.0 22.0 94.0
Others 6 6.0 6.0 100.0
Total 100 100.0 100.0
INTERPRETATION
respondents to know about Google pay on Advertisement, 49% of the respondents to know Google pay on
Friend recommended, 22% of respondents to know about Google pay on internet. And 6% of respondents to
know about Google pay on others. So, from this graph we conclude that, the majority of respondent’s ware
belongs to friend recommended group.

GOOGLE PAY
2. Since from when you are using Google pay App ?

Cumulative
Valid 1 year 18 18.0 18.0 18.0
6 Months 13 13.0 13.0 31.0
Less than 6 months 11 11.0 11.0 42.0
More than 1 year 58 58.0 58.0 100.0
Total 100 100.0 100.0
INTERPRETATION
From the above graph it reveals that from 100 respondents. 18% of
the respondents are using Google pay app from 1 year. 13% of the respondents are using Google pay app
from 6 months, 11% of respondents are using Google pay app from less than 6 months. And 58% of
respondents are using Google pay app from more than 1 year. So, from this graph we conclude that, the
majority of respondents’ ware belongs to more than 1year group.

GOOGLE PAY
3. What influenced you to use a Google pay?
Frequency Percent Valid Percent Cumulative Percent

Valid Cashback 54 54.0 54.0 54.0
Discounts 8 8.0 8.0 62.0
Offers 18 18.0 18.0 80.0
Vouchers 20 20.0 20.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are influenced for cashback. 8% of the respondents are influenced for discounts, 18% of
respondents are influenced for offers. And the 20% of respondents are influenced for vouchers. So, from this
graph we conclude that, the majority of respondent’s ware belongs to cashback group.

GOOGLE PAY
4. Do promotional schemes affect your choice ?

Valid No 33 33.0 33.0 33.0
Yes 67 67.0 67.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are affected by the promotional schemes. and the 33% of the respondents are not affected by
the promotional schemes. So from this graph we conclude that, the majority of respondents ware belongs to
yes group.

GOOGLE PAY
5. Google pay wallet accepted everywhere?

Valid No 22 22.0 22.0 22.0
Yes 78 78.0 78.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are telling that Google pay wallet is accepted everywhere. And the 22% of the respondents
are telling the Google pay wallet is not accepted everywhere. So from this graph we conclude that, the
majority of respondents ware belongs to yes group.

GOOGLE PAY
6. How often do you use Google pay?

Valid Daily 48 48.0 48.0 48.0
Monthly 10 10.0 10.0 58.0
Weekly 40 40.0 40.0 98.0
Yearly 2 2.0 2.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are using Google Pay on daily bases. 10% of the respondents are using google pay on
monthly bases, 40% of respondents are using Google pay on weekly bases. And the 2% of respondents are
using Google pay on yearly bases. So from this graph we conclude that, the majority of respondents ware
belongs to daily bases group.

GOOGLE PAY
7. Do you think that using a Google pay makes your life easier ?

Valid No 7 7.0 7.0 7.0
Yes 93 93.0 93.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are thinking Google pay is makes life easier. 7% of the respondents are thinking Google pay
is not makes life easier. So from this graph we conclude that, the majority of respondents ware belongs to
yes group.

GOOGLE PAY
8. Google pay App can be easily understood ?

Valid No 3 3.0 3.0 3.0
Yes 97 97.0 97.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are understanding Google pay app easily. And the 3% of the respondents are not
understanding Google pay app easily. So from this graph we conclude that, the majority of respondents ware
belongs to yes group.

GOOGLE PAY
9. Does google pay Services save your time and money?

Cumulative
Valid Agree 61 61.0 61.0 61.0
Disagree 4 4.0 4.0 65.0
Strongly agree 34 34.0 34.0 99.0
Strongly disagree 1 1.0 1.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are agree for Google pay service save time and money. 34% of the respondents are strongly
agree for Google pay service save time and money, 4% of respondents are disagree for Google pay service
save time and money. And the 1% of respondents are strongly disagree for Google pay service save time and
money. So from this graph we conclude that, the majority of respondents ware belongs to Agree group.

GOOGLE PAY
10. Are the advertisement popping up on Google pay App irritating you ?

Valid No 38 38.0 38.0 38.0
Yes 62 62.0 62.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are irritating by advertisement popping up on Google pay app. 38% of the respondents are
not irritating by advertisement popping up on Google pay app. So from this graph we conclude that, the
majority of respondents ware belongs to yes group.

GOOGLE PAY
11. Problems faced while using Google pay App ?
Cumulative
Valid Authentication 3 3.0 3.0 3.0
Pending for verification 12 12.0 12.0 15.0
Safety and Security 33 33.0 33.0 48.0

Server issues 52 52.0 52.0 100.0
Total 100 100.0 100.0
INTERPRETATION
respondents are facing problem of authentication. 12% of the respondents are facing problem of pending for
verification, 33% of respondents are facing problem of safety and security. And the 52% of respondents are
facing problem of server issues. So from this graph we conclude that, the majority of respondents ware
belongs to service issues group.

GOOGLE PAY
12. Are you satisfied with customer care services of Google pay?

Valid No 12 12.0 12.0 12.0
Yes 88 88.0 88.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are satisfied with customer care services of Google pay. 12% of the respondents are not
satisfied with customer care service of google pay. So from this graph we conclude that, the majority of
respondents ware belongs to yes group.

GOOGLE PAY
13. Mention the other payment apps along with Google pay App ?

Valid Amazon pay 12 12.0 12.0 12.0
Others 3 3.0 3.0 15.0
Paytm 9 9.0 9.0 24.0
Phone pe 76 76.0 76.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are mention Amazon pay app along with google pay app. 9% of the respondents mention
Paytm app along with google pay app, 76% of respondents are mention phonepe app along with google pay
app. And the 3% of respondents are mention others app along with google pay app. So from this graph we
conclude that, the majority of respondents ware belongs to phone pe group.

GOOGLE PAY
14. What are the overall satisfaction about Google pay ?

Valid Highly satisfied 31 31.0 31.0 31.0
Neutral 7 7.0 7.0 38.0
Satisfied 61 61.0 61.0 99.0
Unsatisfied 1 1.0 1.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are highly satisfied about Google pay. 61% of the respondents are satisfied about Google
pay, 7% of respondents are Neutral about Google pay. And the 1% of respondents are unsatisfied about
Google pay. So from this graph we conclude that, the majority of respondents ware belongs to satisfaction
group.

GOOGLE PAY
15. Do you recommend others to use a Google pay App?

Valid No 10 10.0 10.0 10.0
Yes 90 90.0 90.0 100.0
Total 100 100.0 100.0
INTERPRETATION
the respondents are recommend others to use Google pay app. 10% of the respondents are not recommend
others to use Google pay app. So from this graph we conclude that, the majority of respondents ware
belongs to yes group.

GOOGLE PAY
FINDINGS
 77% of the respondents are Male. This shows that majority of the male are using Google pay app.
 80% of the respondents are using Google pay and they are between 18-25 age group people
 49% of the respondents came to know about Google pay through friends.
 58% of the respondents using Google pay app since more than 1 year.
 54% of the respondents said that they are influenced by cash back offer.
 67% of the respondents said that promotional scheme is affected for there choice
 78% of the respondents said that Google pay wallet is accepted everywhere.
 48% of the respondents said that Google pay is used for daily bases.
 93% of the respondents said that Google pay makes life easier.
 97% of the respondents said that Google pay app is easily understood by them.
 61% of the respondents agree that Google pay service save their time and money.
 62% of the respondents says that advertisement popping up on google pay is irritating.
 52% of the respondents said that they face server issues while using Google pay app.
 88% of the respondents consider that they are satisfied with google pay customer care service.
 76% of the respondents said that they use phone pe along with google pay app.
 61% of the respondents said that they are satisfied with Google pay app.
 90% of the respondents said that they will recommend Google pay app to use for others.

GOOGLE PAY
SUGGESTION
 Google pay service should give more offers cashback and vouchers to its customers to attract them.
 Customer should feel that compare to other online payment service Google pay service is good
service.
 Google pay should refund the customer’s pending amount which is deducted while doing the
transaction.
 Maintain the good server to the customers
 Give proper attention towards the customers problems.
 Google pay can give more advertisements and newspaper ads for more publicity.
 Google pay should improve their payment security so that consumers don’t hesitate while making
payment.
 Google pay users should never share their personal information like PIN numbers, passwords etc.
with anyone.
 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.

GOOGLE PAY
CONCLUSION
Google pay have been introduced with the primary objective of

increasing the impact of financial inclusion drive. Through our study we conclude that E-Payment is rapidly
emerging in India. Most of the students are willing to make electronic payment and in a way the country is
going on digitalization. We conclude through our study that E-Payment standards are meant to increase the
flexibility of the transactions, which gives the easy options for payments everywhere in our day to day life.
Google pay becoming the most popular medium of digital transactions. Google pay providing a gateway to
the low income and middle-income groups.
Most of the people prefer digital payments for the ease and convenience.
And almost any app cannot beat GOOGLE PAY app in these areas. Another area where Google pay loses is
security. Though it has provided the security for its Pay and Passbook options but it relies on your phone’s
security. Moreover, the options like recharge, bill payments and bookings do not have any security at all.
The Google pay is also slower than its opponent because of too many features.

GOOGLE PAY
BIBLOGRAPHY
Referred:
Marketing Research by Phillip Kotler.

News papers
Articles
Research papers
Websites :
https://en.wikipedia.org/wiki/Google_Pay
https://www.google.com/search?
q=researchgate.net&sxsrf=ALeKk00J9gyieoFzoML28DPrA4LiMQqwzA
%3A1629881208908&ei
https://www.google.com/search?q=google+scholar&oq=google+sch&aqs

GOOGLE PAY
ANNEXURE
Hello Sir/Madam
I am Rahul Kurabet student of Institute of Excellence in Management Science Hubballi, MBA student. I am
doing a Project on "A Study on customers satisfaction towards Google pay". This survey is part of our MBA
curriculum. If you could spend few minutes of time and provide some valuable information, I would be
grateful to you
 Name
 Age
o Male
o Female
 Place
 Contact No
1. How did you get to know about Google pay?
o Advertisement
o Friends recommended
o Internet
o Others
2. Since from when you are using Google pay App?

o Less than 6 months
o 6 Months
o 1 year
o 1 year
3. What influenced you to use a Google pay?

o Discounts
o Vouchers

GOOGLE PAY
o Offers
o Cashback
4. Do promotional schemes affect your choice?

o Yes
o No
5. Google pay wallet accepted everywhere?

o Yes
o No
6. How often do you use Google pay?

o Daily
o Weekly
o Monthly
o Yearly
7. Do you think that using a Google pay makes your life easier?
o Yes
o No
8. Google pay App can be easily understood?

o Yes
o No
9. Does google pay Services save your time and money? *

o Strongly agree
o Agree
o Disagree
o Strongly disagree

GOOGLE PAY
10. Are the advertisement popping up on Google pay App irritating you?
o Yes
o No
11. Problems faced while using Google pay App?

o Safety and Security
o Server issues
o Authentication
o Pending for verification
12. Are you satisfied with customer care services of Google pay?
o Yes
o No
13. Mention the other payment apps along with Google pay App?
o Phone pe
o Amazon pay
o Paytm
o Others
14. What is the overall satisfaction about Google pay?

o Highly satisfied
o Satisfied
o Neutral
o Unsatisfied

GOOGLE PAY
15. Do you recommend others to use a Google pay App? *

o Yes
o No

A Study On Consumar Satisfaction Towords Google Pa1

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GOOGLE PAY

“A STUDY ON CUSTOMER SATISFACTION TOWARDS

REPORT SUBMITTED TO KARNATAK

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 1

Name : RAHUL KURABET

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 2

Of the University Regulation of Degree Of Masters Of Business Administration By Karnataka

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 3

CHAPTER TOPIC PAGENO.

01 EXECUTIVE SUMMARY 01-02

02 INDUSTRY AND ORGNIZATION PROFILE 03-21

03 COMPANY PROFILE 22-30

04 THEORETICAL FRAMEWORK 31-38

05 REVIEW OF LITERATURE 39-40

06 RESEARCH METHOLODOGY 41-44

07 ANALYSIS AND INTERPRETATION 45-60

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 4

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 5

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 6

Google Pay, which evolved from a series of previous merchant platform

Google Pay takes advantage of physical authentications such as fingerprint ID

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 7

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 8

INTRODUCTION OF THE TOPIC:

TOPIC NAME: The study on customer satisfaction towards Google pay.

OBJECTIVES OF THE STUDY:

 To Understand the various factors involved in using mobile wallets.

SCOPE OF THE STUDY:

NEED OF THE STUDY:

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 9

LIMITATION OF THE STUDY:

 The study is only based on secondary data.

Method of Data Collection:

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INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 11

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 12

INTRODUCTION OF INFORMATION TECHNOLOGY (IT)

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 13

FOUNDER OF INDIAN IT INDUSYRY

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Major information technology hubs

Amazon Hyderabad campus

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 15

Zoho, Headquarters in Chennai

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IT Industry Growth in India

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INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 18

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Key investments and developments in India’s banking industry include:

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Following are the achievements of the Government:

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GROWTH OF BANKING INDUSTRY:

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 24

INSTITUTE OF EXCELLENCE IN MANAGEMENT AND SCIENCE 25

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Service of Google Pay

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