See discussions, stats, and author profiles for this publication at: https://www.researchgate.

net/publication/352993189

A STUDY ON CUSTOMER'S LEVEL OF SATISFACTION AND PERCEPTION

TOWARDS THE USAGE OF E-PAYMENT APPS SERVICES (With Special
Reference to Coimbatore City)

Article  in  Journal of Interdisciplinary Cycle Research · July 2021

CITATIONS READS

0 560

1 author:

A.Vini Infanta
Sri Ramakrishna College of Arts and Science
22 PUBLICATIONS   0 CITATIONS   

SEE PROFILE

All content following this page was uploaded by A.Vini Infanta on 05 July 2021.

The user has requested enhancement of the downloaded file.

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

A STUDY ON CUSTOMER’S LEVEL OF SATISFACTION AND

PERCEPTION TOWARDS THE USAGE OF E-PAYMENT APPS
SERVICES
(With Special Reference to Coimbatore City)
Dr.A.Vini Infanta,
vinihenry92@gmail.com,
Assistant Professor, Department of Commerce with Professional Accounting,
Sri Ramakrishna College of Arts and Science, Coimbatore.
&
NAGARAJAN.C,
nagarajanc2001@gmail.com,
UG student, Department of Commerce with Professional Accounting,
Sri Ramakrishna College of Arts and Science, Coimbatore.
__________________________________________________________________________________
ABSTRACT
Systems of payment have changed over time, from the Stone Age barter system, through to
coins and to virtual payment. An electronic payment (e-payment), in short, can be simply
defined as paying for goods or services on the internet. It includes all financial operations
using electronic devices, such as computers, smart phones or tablets. Smartphone users make
money transactions by using applications installed in their phone. The present research paper
is focusing on study of customer’s level of satisfaction and perception towards usage of E-
PAYMENT APP services.
Keywords: e-payment app, customer satisfaction, e-payment challenges.

INTRODUCTION
Adoption of cashless transaction has been significantly pushed after demonetization of high
value currency ofRs 500 and 1000. The demonetization resulted in unprecedented growth in
digital payment. The best advantage of using ane-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. Most of the time, these apps use either encryption or
protected code to minimize the threat to the personal data of users. The use of e -payment apps
provides its users with coupons, discounts, rewards, loyalty points, and so on. The introduction
of e-payment app has improved the cash flow in the markets. There are lots of e-payment app
services such as Airtel Money, Amazon Pay, Free charge, Google Pay, JIO Money, Paytm,
phonepe, etc.

REVIEW OF LITERATURE
• Dr. Mamta Brahmbhatt (2018) attempts to study and measure the customers perception
regarding E-wallets in Ahmadabad city. She conclude that the adoption image of E-

Volume XIII, Issue IV, April/2021 Page No: 1927

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

Wallet among consumers in Ahmadabad has already crossed the beginning stage, to be
successful in E-Wallet market now depends heavily depends on the marketing strategies
of E-Wallet companies as well as the financial policy makers.
• Dr. Ramesh Sardar (2016) summarized that M-wallets have emerged as the most
significant contributor in pushing cashless and electronic payments. Over time when
mobile payments will represent a significant part of retail sales, there should be inter-
operability between different wallets. As most of respondents are concerned about the
security of mobile payments, the security system should be strengthening.
• Pawan Kalyani (2016) found that Digital wallets which are popular and associate to the
online business company are more popular and those with the banks are doing fine,
mobile companies' e-wallet is restricted to the mobile users. People are using a few
services mostly for recharging the DTH and paying bills, Shopping etc. The awareness
and practical Usability of the e-wallet is low, that should be increased by adding more
value added services to it.
• Vidyashree DV, Yamuna N, Nithya Shree G (2015) concluded that People are more
aware about the online payments through mobile applications and there is a wider
increase in growth rate. Pay tm and Pay u Money is giving 2 level security
authentication to safeguard our payment details. The digital payment system has to take
necessary steps to overcome delay in processing of payments.

SIGNIFICANCE OF STUDY
E-payment app services are widely used by all people in the world, especially youth more
prefer nowadays. All the business man are reducing cash transaction for the purpose of
claiming deduction in total income for return filing of income tax, so all of them prefer
electronic payment. In that e-payment app services plays a major role and it becomes the part
of the life. So this study is based on customer satisfaction level and perception towards usage
of e-payment app services.

STATEMENT OF PROBLEM
Nowadays the customer’s uses many e-payment app services have been receiving many
negative feedbacks in terms of Payment gateway failure, Problem with acceptance of
debit/credit card, Failure of e-payment apps, Delay in confirmation of order, security
transactions, connectivity and Services quality. Therefore, in this research it is very important
to identify the customer’s level of satisfaction and perception on the usage and adoption of e-
payment app services.

Volume XIII, Issue IV, April/2021 Page No: 1928

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

OBJECTIVES
1. To analyse the satisfaction level of customers for convenience in payment transfer using E-
Payment App.
2. To study the overall analysis of E-payment App services and perception of people about E-
Payment App.
3. To know about the Motivational factors which influence people to use E-Payment App
services.

RESEARCH METHODOLOGY
• Primary data is collected through well-structured questionnaire from e-payment app
users.
• Secondary data was collected from Library records, Books, Newspaper, Journals, and
Magazines.
• A sample of 72 responses has been selected and analyzed.
• A sampling unit is collected from Coimbatore through various users of e-payment app.
• Convenience sampling techniques is used to select samples for data collection.

HYPOTHOSIS
Chi – square test of age and mostly used e-payment app services
H0: There is no significant relationship between age and mostly used e-payment app services.
H1: There is a significant relationship between age and mostly used e-payment app services.
Chi – square test of occupation and how people know about the e-payment app services
H0 :.There is no significant relationship between occupation and how people know about the e-
payment app services.
H1 : There is a significant relationship between occupation and how people know about the e-
payment app services.

LIMITATIONS OF THE STUDY

The study is subject to the following limitations:
➢ Due to limited availability of time, the respondents from the city of Coimbatore is
selected, thus it cannot be claimed to be a comprehensive study of the population.
➢ The sample size is restricted to 72 respondents.

ANALYSIS AND INTERPRETATION

SOCIO ECONOMIC PROFILE

Volume XIII, Issue IV, April/2021 Page No: 1929

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

S.NO PARTICULARS HIGHLY NO OF %

RESPONDED AREA RESPONSE

1 Gender Male 68 94.4 %

2 Age 21-40 35 48.6%

3 Occupation Student 59 81.9%

4 Monthly income Below 10000 55 76.4%

5 Which app do you mostly Google pay 45 62.5%

use for e-payment

6 Reason for preferring e- Time saving 48 66.7%

payment app services

7 Purpose of using e- Money transfer 56 77.8%

payment app services
8 Obstacles while using e- Security of mobile 29 40.3%
payment app services payment
9 Risk of using e-payment Transaction declined 31 43.1%
app services amount debited
10 Issues you faced while Failing transaction 37 51.4%
using e-payment app
services
11 What are the rewards and Coupons 23 31.9%
benefits you gained from
e-payment app services
12 How did you get to know Friends and relatives 32 44.4%
about e-payment app
services
13 e-payment app which is Paytm 34 47.2%
more safe according to
your opinion

From the Socio Economic Profile of 72 respondents, 68(94.4%) of them were male, 35(48.6%)
belongs to the age group of 21-40. Among them 59(89.1%) were students, 55(76.4%) total

Volume XIII, Issue IV, April/2021 Page No: 1930

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

income less than RS 10000. 45(62.5%) were using Google pay, 48(66.7%) were preferred e-
payment app services for time saving purpose. 56(77.8%) using e-payment app services for
money transfer. 29(40.3%) are feeling lack of security, 31(43.1%) were facing the risk of
transaction declined amount debited. 37(51.4%) are facing the issues of falling transaction.
23(31.9%) are received coupons for using e-payment app services. 32(44.4%) are get to know
about the e-payment app from friends and relatives. 34(47.2%) are said paytm is more safe.

MEAN, WEIGHTED AVERAGE AND RANK

Purpose of using e-payment apps services
variables Mean Weighted Average Rank
Retail stores 28 .175 3
Money transfer 56 .35 1
Recharge 40 .25 2
Grocery 18 .1125 4
Others 18 .1125 4
Ranking in the above table is done on the basis of weighted average calculation. According to
the result derived from 72 respondents, money transfer is ranked first followed by recharge,
retail stores, grocery and others options respectively.
CHI-SQUARE

AGE VS MOSTLY USED E-PAYMENT APP SERVICES.

Observed
Grand
Row Labels Google pay Other Paytm Phonepe
Total
0-20 24 4 1 4 33
21-40 19 4 4 8 35
41-60 1 1 0 0 2
60 above 1 1 0 0 2
Grand Total 45 10 5 12 72

Expected
Grand
Row Labels Google pay Other Paytm Phonepe
Total

Volume XIII, Issue IV, April/2021 Page No: 1931

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

0-20 20.625 4.58 2.29 5.5 33

21-40 21.875 4.86 2.43 5.83 35
41-60 1.25 0.28 0.14 0.33 2
60 above 1.25 0.28 0.14 0.33 2
grand total 45 10 5 12 72

expected
observed value (O-E) (O-E)2 (O-E)2\E
value(E)
24 20.63 3.38 11.39 0.55
19 21.88 -2.88 8.27 0.37
1 1.25 -0.25 0.06 0.05
1 1.25 -0.25 0.06 0.05
4 4.58 -0.58 0.34 0.07
4 4.86 -0.86 0.74 0.15
1 0.278 0.72 0.52 1.87
1 0.28 0.72 0.52 1.87
1 2.29 -1.29 1.67 0.73
4 2.43 1.57 2.46 1.01
0 0.14 -0.14 0.02 0.14
0 0.14 -0.14 0.02 0.14
4 5.5 -1.5 2.25 0.41
8 5.83 2.17 4.69 0.81
0 0.33 -0.33 0.11 0.33
0 0.33 -0.33 0.11 0.33
chi square 8.91
Chi–Square value = 8.91
Table value 5% = 16.92
Chi-square value is less than table value 5%,
So, age and mostly used e-payment app services it is failed to reject null hypothesis. The
variables are independent and have no significance relationship.

Volume XIII, Issue IV, April/2021 Page No: 1932

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

OCCUPATION AND HOW PEOPLE KNOW ABOUT THE E-PAYMENT APP

SERVICES.

Observed
Friends and Third Grand
Row Labels Advertisement relatives Reference parties Total

Employee 2 4 1 1 8
Other 1 1 1 3

Sole Proprietor 1 1 2

Student 18 26 13 2 59

Grand Total 22 32 14 4 72

Expected
Friends and Third Grand
Row Labels Advertisement relatives Reference parties Total

Employee 2.44 3.56 1.56 0.44 8

Other 0.92 1.33 0.58 0.17 3

Sole Proprietor 0.61 0.89 0.39 0.11 2

Student 18.03 26.22 11.47 3.28 59

Grand Total 22 32 14 4 72

observed value expected value (O-E) (O-E)2 (O-E)2\E

2 2.44 -0.44 0.20 0.08

1 0.92 0.083 0.01 0.01

1 0.61 0.39 0.15 0.25

18 18.03 -0.03 0.0007 4.35

4 3.56 0.44 0.2 0.06

1 1.333 -0.333 0.11 0.083

Volume XIII, Issue IV, April/2021 Page No: 1933

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

1 0.89 0.11 0.01 0.014

26 26.22 -0.22 0.05 0.001

1 1.56 -0.56 0.31 0.20

0 0.58 -0.58 0.34 0.58

0 0.39 -0.39 0.15 0.39

13 11.47 1.53 2.33 0.21

1 0.44 0.56 0.31 0.69

1 0.17 0.83 0.69 4.16

0 0.11 -0.11 0.01 0.11

2 3.28 -1.28 1.63 0.50

chi square 7.325

Chi–Square value = 7.325
Table value 5% = 16.92
Chi-square value is less than table value 5%,
So, it is failed to reject null hypothesis. The variables are independent and have no significance
relationship.

SUGGESTION
The companies should adopt a cashless transaction so that it is very useful for the government
to verify the transaction and to avoid the tax evation. In company point of view the accounting
records are well maintained in the form of bank statement and it is free from errors in the
company books. The people with the help of internet they can make transaction for 24x7 at any
time and at anywhere.

CONCLUSION
In the modern world cash is no longer becoming a mode of transaction. The world needs to
move from the cash-based towards a cashless (digital) payment system. This will provide
advantages such as, to know about the transactions, check tax evasion etc., enhance financial
inclusion and gradually integrate the parallel economy with the main stream. The E-payment

Volume XIII, Issue IV, April/2021 Page No: 1934

Journal of Interdisciplinary Cycle Research ISSN NO: 0022-1945

app usage crosses the boundaries of big cities and gains popularity in villages. The development
in digital payments system makes a new spending behavior of persons in these areas.

REFERENCE
• Dr.PoonamPainuly, ShaluRathi (2016), “Mobile Wallet: An upcoming mode of
business transactions”,International Journal in Management and Social Science, Vol.04
Issue-05 (May, 2016) ISSN: 2321-1784.
• M. Manikandan, Dr. S. Chandramohan(2015).Mobile wallet- a virtual physical wallet
to the Customers. Indian journal of research, 4, 9, Sept 2015.
• Alan Cole, Scott Macfaddin, Chandranaraynswami, AlpnaTiwari(2009).Toward a
Mobile digital Wallet.IBM research report October 16, 2009.
• N. Supriya, M. S. P. Joshna, T. VasudhaSingh(2016), “Issues and Challenges of
Electronic Payment Systems”, international journal of innovative research &
development January, 2016, 5, 2.
• PawanKalyani (2016).An empirical study about the awareness of Paperless e-currency
transaction like ewallet Using ICT in the youth of India. Journal of management
engineering and information technology, 3, 3.
• PinalChauhan (2013).E-Wallet: The Trusted Partner in our Pocket.(IJRMP) ISSN:
2320-0901, 2, 4, April 2013.
• R.Varsha .Thulasiram (2016), “Acceptance Of EWallet Services: A Study Of
Consumer Behaviour”, International Journal of Innovative Research in Management
Studies (IJIRMS)ISSN (Online): 2455- 7188, 1, 4.

Volume XIII, Issue IV, April/2021 Page No: 1935

View publication stats