BOHR International Journal of Finance and Market Research

2021, Vol. 1, No. 1, pp. 17–20

Copyright © 2021 BOHR Publishers
https://doi.org/10.54646/bijfmr.003
www.bohrpub.com

A Study on Consumer Perception Towards Mobile Wallet

with Special Reference to Coimbatore City

M. Renukadevi1 and G. A. Hema2

1 Department of Corporate Secretaryship, PSG College of Arts and Science, Coimbatore-641014, Tamil Nadu,
India
2 Department of Commerce, PSG College of Arts and Science, Coimbatore-641014, Tamil Nadu, India

Abstract. India is a fast becoming country of mobile and internet. Government of India initiative such as “Digital
India”, in future our country will become cashless economy. Due to advancement of technology, man becomes more
convenient and comfortable. Mobile Wallet is a platform for making payment through mobile. There are various
applications available like google pay, paytm citrus, etc. by using of such platforms payment can become more easy
for online shopping, money transfer, utility bill payment, etc. Through mobile payment is very convenient and more
secure to the public. Here, is an attempt to make a study on how the mobile wallet used by the consumers and their
perception and satisfaction level towards using of such m-wallet payment gateways.
Keywords: m-wallet, Payment, Platforms.

mobile wallet becomes drastic growth among the people.

Introduction
Due to technological advancement, day-to-day life of the
people has been drastically changed. Now adays, most of
the peoples using smart phones which helps as a source
of communication device, socialized tools and even as
a payment tool. A new payment option has been intro-
duced namely mobile wallet, which means a virtual wallet.
It stores information from a credit card, debit card, loyalty
cards, coupons on a mobile device. The most popular wal-
lets includes Google pay, Apple pay, Samsung pay, and
Paypul. In mobile wallet, it stores multiple credit card
details and bank account numbers, and so on in a secure
environment. If any of these information lost, data’s can
be recovered using backup option. Mobile wallet can be
used in various areas like companies, banks, hospitals,
etc. for making payment, banks provides as easy transac-
tion facilities to the people. Thus, it becomes more pop-
ular among the peoples, whereas most of the customers
are attracted for easy payment and also it is very safe
to transact and in secure environment, moreover it save
time. On demonetization crisis, changes everyone’s life,
In mobile wallet, it classifies into four types such as open
wallets, semi-opened wallets, closed wallets, and semi-
closed. This mobile wallet becomes more aware by the
people, because it is easy to use and make convenient to
make the payment.
Statement of the Problem
Now-a-days, number of peoples are familiar with smart
phone as their handset. Due to technological advancement,
by using our handsets we can purchase or sell a prod-
uct and a payment can be made through mobile wallet
services like paytm, mobikwik, googlepay, etc. Hence, by
using of many mobile wallet services customers have been
receiving many negative feedbacks in terms of Payment
gateway failure, Problem with acceptance of debit/credit
card, Failure of Paytm Apps, delay in confirmation of
order, security transactions, connectivity and services qual-
ity. At this juncture an attempt is made to identify the
customers perception and satisfaction level by adopting
m-wallet payment gateway.

17
18 M. Renukadevi and G. A. Hema

Prof Trilok Nath Shukla (2016)3 undertook a study on

Objective of the Study “Mobile Wallet: Present and the Future”. In his study
concludes that, mobile wallets will be used to make digi-
1. To study on the customer perception and impact of tal payments by the people without carrying cash, credit
demographic factors on adoption of digital mode of cards, debit cards, etc. Hence, most of the digital marketers
payment. and business peoples to capture the market status of these
2. To study the customers awareness regarding mobile mobile wallets, they should take advantage in emerging
wallet. opportunities.
3. To study the customers level of satisfaction towards
using of m-wallet payment gateways.
Analysis and Interpretation
Research Methodology Table 1. Demographic analysis.
No. of Percentage of
Demographic Factors Respondents Respondents
Area of the Study: The area of the study refers to Coimbat-
Age Below 20 years 20 20%
ore city.
20–30 years 16 16%
Sample Size: For the purpose of the study only 100 respon- 30–40 years 28 28%
dents were taken. Above 40 years 36 36%

Sources of Data: For the purpose of the study both pri- Gender Male 44 44%
mary and secondary data were used. The primary data is Female 56 56%
collected by scheduled questionnaire. The secondary data Educational No formal education 8 8%
is collected by using various journals, articles and websites. Qualification Degree 44 44%
PG 24 24%
Sampling Technique: For the purpose of the study Ran-
Diploma 12 12%
dom sampling technique has been adopted.
Others 12 12%
Tools for analysis: Simple percentage analysis, weighted
Occupational Agriculture 12 12%
average score and diagrammatic representation has been Status Business 32 32%
used for the study. Profession 32 32%
Others 24 24%

Marital Married 68 68%

Review of Literature Status Unmarried 32 32%

S. Manikandan et al. (2017)1 , in their conducted a study Family Less than Rs. 20000 20 20%
on, “An empirical study on consumers adoption of mobile Monthly Rs. 20000–Rs. 30000 24 24%
wallet with special reference to Chennai city”. In their Income Rs. 30000–Rs. 40000 24 24%
study, due to technological advancement consumers are Above Rs. 40000 32 32%
more aware of mobile wallet. In India, demonetization Source: Primary Data.
brings a drastic changes in everyone’s life, this situation
From the above table it is inferred that, 36% of the
forces the people to use mobile wallet. It is very conve-
respondents are belongs to above 40 years of Age group,
nient to the people for transfer money from one account to
56% of the respondents are belongs to Female, 44% of the
another account with tight security and the risk factors are
respondents are completed degree, 32% of the respondents
minimized. The study concludes that, adoption of mobile
are doing business and professionals as their occupational
wallet will be increased by the people now and also in
status, 68% of the respondents are married, and 32% of
future.
the respondents are belongs to above Rs. 40000 as their
Poonam Painuly et al. (2016)2 made a study on “Mobile
monthly income.
wallet: An upcoming mode of business transaction”.
In their study, nowadays most of the business sectors like Table 2. Aware of m-wallet payment gateways.
banking, retail, hospitals, etc. are using digital payment. m-Wallet No. of Percentage of
Moreover, mobile wallet and mobile payment instruments Payment Gateways Respondents Respondents
are more aware by the people and it becomes easy for Paytm 20 20%
Mobikwik 24 24%
the payment in secure manner. This paper concludes that, Citrus 14 14%
mobile wallet emerging in trend among the people and this Google pay 38 38%
type of digital payment being familiar to the consumers, so Any other 4 4%
adoption of mobile wallet are more in upcoming years also. Source: Primary data.
A Study on Consumer Perception Towards Mobile Wallet with Special Reference to Coimbatore City 19

From the above table it is inferred, 38% of the respon- Table 4. Reasons for transactions to prefer m-wallet.
dents are using Google pay, 24% of the respondents are Reasons Level Score 71 62 53 44 35 26 17 Total Rank
belongs to Mobikwik, 20% of the respondents are Paytm Recharge No 28 26 18 16 4 4 4 530 IV
users, 14% of the respondents are belongs to Citrus, and 4% Score 196 156 90 64 12 8 4
of the respondents are belongs to the users of other gate- Utility No 28 24 20 16 4 4 4 528 V
ways. bill payment Score 196 144 100 64 12 8 4

Transportation No 36 32 12 12 4 4 – 572 III

No. of respondents Score 252 192 60 48 12 8 –

Food/Movie No 28 28 16 12 8 4 4 468 VII

tickets Score 196 108 80 48 24 8 4

Online No 28 28 24 16 12 8 4 604 II
shopping Score 196 168 120 64 36 16 4

Transfer No 36 24 20 – 12 4 4 544 IV
money Score 252 144 100 – 36 8 4

Any No 52 28 16 4 – – – 628 I
other reasons Score 364 168 80 16 – – –
Source: Primary data.

From the above table it is found that majority of the

Paytm Mobikwik Citrus Google pay Any other
respondents given top priority to other reasons, next
priority given toonline shopping, next priority given to
recharge, transportation, money transfer utility bill pay-
Table 3. Factors affecting consumer preference to use ment and low priority given to Food/movie tickets.
mobile wallet.
No. of Percentage of
Factors Respondents Respondents Findings, Suggestions and Conclusion
Private maintenance 12 12%
Security maintenance 16 16%
Findings
Convenience 16 16% 1. Most (36%) of the respondents are belongs to the
Easy to use 20 20% age group of above 40 years, majority (56%) of the
respondents are Female, most (44%) of the respon-
Innovation 20 20%
dents are completed degree, most (32%) of the
Network problem 16 16% respondents are doing business and professionals
Source: Primary data. as their occupational status, majority (68%) of the
respondents are married, and most (32%) of the
From the above table it is inferred that, 20% of the respondents are belongs to above Rs. 40000 as their
respondents are belongs to easy to use and Innovation, family monthly income.
and 16% of the respondents are belongs to security, conve- 2. Most (38%) of the respondents are using Google pay,
nience and network problem, 12% of the respondents are most (24%) of the respondents are belongs to Mobik-
belongs to Private maintenance. wik, most (20%) of the respondents are Paytm users,
most (14%) of the respondents are belongs to Citrus,
and most (4%) of the respondents are belongs to the
Chart Title
users of other gateways.
Network problem 3. Most (20%) of the respondents are preferred for easy
Innovaon
to use and Innovation, and most (16%) of the respon-
dents are belongs to security, convenience and net-
Easy to use
work problem, most (12%) of the respondents are
Convenience
belongs to Private maintenance.
Security maintenance 4. Majority of the respondents given top priority to
Private maintenance other reasons, next priority given toonline shop-
0 5 10 15 20 25
ping, next priority given to recharge, transportation,
money transfer utility bill payment and low priority
Percentage of respondents No. of respondents
given to Food/movie tickets.
20 M. Renukadevi and G. A. Hema

Suggestions • Poonam Painuly et al. (2016) “Mobile wallet: An

upcoming mode of business transactions” Interna-
Due to the advancement of technology there are some dis- tional journal in management and social science.
advantages arises which gives problematic to the public. Volume 4, pp. 356–363.
From the above study, it is suggested that, should take
• Shukla, T. N., Mobile wallet: present and the future,
necessary steps for the minimization of the network prob-
Vol. 5, No. 3, June 2016 (ISSN 2278-5973). Available:
lems and also should concentrate on security code, private
ssijmar.in/vol5no3/vol5no3.6.pdf
maintenance, because of some of the hackers misusing
these gateways.
Journals
Conclusion 1. Journal of Internet Banking and Commerce, Dec.
2017, vol. 22.
From the above study it is concluded that, nowadays
mobile users are more in number. There are number of 2. Journal of Business Management vol. 4, no. 1 (2018).
applications available for payment platforms like google 3. International Journal in Management and Social Sci-
pay, mobikwik, paytm, etc. by using of smart phone we ence vol. 4, issue 5 (2016).
can download such applications, can make payment eas-
ily, and it is convenient, more secure, it is made only due to Websites
the technological innovations.
http://www.socialbeat.in/2015/09/29/top-10-mobile-w
allets-in-india/
Bibliography www.sumhr.com
www.cashlessindia.gov.in
References
• S. Manikandan et al. (2017). “An Emprical Study on
Consumers Adoption of Mobile Wallet with Special
Reference to Chennai City.” International Journal of
Research – Granthaalayah, 5(5), 107–115.