A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY USERS IN

COIMBATORE CITY

Project work submitted in partial fulfillment of the

Requirements for the award of the Degree of B. Com (Computer Applications),
Bharathiar university, Coimbatore-641 046

SUBMITTED BY
JENIFER JASMINE J
(18BBC039)

GUIDED BY
Mrs. M. PREM GRACE, M. COM (CA)., M.Phil.,

DEPARTMENT OF BCOM (CA) AND MCOM

PSGR KRISHNAMMAL COLLEGE FOR WOMEN
College of Excellence
NIRF 2020-10 Rankth

(An Autonomous Institution Affiliated to Bharathiar University)

(Reaccredited with ‘A’ Grade by NAAC)
(An ISO 9001:2015 Certified Institution)
Coimbatore - 641 004.

APRIL 2021

1
 CERTIFICATE

2
 CERTIFICATE

This is to certify that this project work entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS GOOGLE PAY USERS IN COIMBATORE CITY”
submitted to Bharathiar University in partial fulfillment of the requirements for the award of
the Degree of B.Com(Computer Applications) is a record of original work done by
J.JENIFER JASMINE (18BBC039) during the period of study in PSGR Krishnammal
College for Women, Coimbatore under my supervision and guidance and the project has not
formed the basis for the award of any Degree/Diploma/Associateship/Fellowship or similar
title to any candidate of any university.

Mrs. M. PREM GRACE, M. COM (CA)., M.Phil.,

FACULTY GUIDE

Submitted for Final Examination held on ___________________.

Forwarded By

Dr. R. KRISHNA KUMARI, M.Com., M.Phil., PGDCA., M.B.A., Ph.D.,

HEAD OF THE DEPARTMENT

INTERNAL EXAMINER EXTERNAL EXAMINER

3
 DECLARATION

4
 DECLARATION

I hereby declare that this project entitled “A STUDY ON CUSTOMER SATISFACTION

TOWARDS GOOGLE PAY USERS IN COIMBATORE CITY” submitted to Bharathiar
University for the award of the Degree of B.Com (Computer Applications) is a record of
original work done by me under the supervision and guidance of Mrs. M. PREM GRACE,
M. COM (CA)., M.Phil., Assistant Professor, Department of B.Com (CA) and M.Com,
PSGR Krishnammal College For Women, Coimbatore and the project has not formed the
basis for the award of any Degree/ Diploma/ Associate/ Fellowship or similar title to any
candidate of any university.

Endorsed by

Place: Coimbatore

Date:

Mrs. M. PREM GRACE, M. COM (CA)., M.Phil.,

FACULTY GUIDE

5
 ACKNOWLEDGEMENT

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 ACKNOWLEDGEMENT

I take this opportunity to acknowledge with great pleasure, deep satisfaction and gratitude, the
contribution of many individuals in the successful completion of this project report.

I express my profound gratitude to Dr. R. Nandini, Chair Person, PSGR Krishnammal

College for Women, Coimbatore for having given me the opportunity to undergo this course
and to undertake this project.

I express my sincere thanks to Dr. N. Yesodha Devi, M.Com., Ph.D., Secretary,

PSGR Krishnammal College for Women, Coimbatore for her support and for all the resources
provided.

I express my sincere thanks to Dr. S. Nirmala, MBA., Ph.D., Principal, PSGR

Krishnammal College for Women, Coimbatore for her constant motivation.

I am extremely grateful to Dr. R. Krishna Kumari, M.Com., M.Phil., PGDCA.,

M.B.A., Ph.D., Associate Professor & Head of Department, Department of B. Com (CA) &
M. Com, PSGR Krishnammal college for women, Coimbatore for her sustained interest and
advice.

I am extremely grateful to my faculty guide Mrs. M. PREM GRACE, M. COM

(CA)., M.Phil., Assistant Professor, Department of B. Com (CA) & M. Com, PSGR
Krishnammal college for women, Coimbatore for her appropriate guidance and suggestions
that have contributed to a great extent in the completion of the project.

I thank my beloved parents and friends who have helped me to complete this
project successfully.

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 CONTENTS

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 CONTENTS

CHAPTER PARTICULARS PAGE NO

NO

INTRODUCTION AND DESIGN OF THE STUDY 16

1.1 Introduction 17

1.2 Statement of Problem 18

1.3 Objectives of the Study 18

1.4 Scope of the Study 19

1.5 Importance of the Study 19

1
1.6 Research Methodology 20

1.7 Hypothesis 21

1.8 Limitations of the Study 21

1.9 Software Used 22

1.10 Chapter Scheme 22

2 REVIEW OF LITERATURE 25

3 PROFILE OF THE STUDY 33

3.1 Introduction about Google Pay 34

3.2 Google Pay System in India 34

3.3 Benefits of using Google Pay 35

3.4 Unique features of Google Pay in India 35

3.5 Redesign of Google Pay in 2020 36

3.6 Services provided by Google Pay 37

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 ANALYSIS AND INTERPRETATION 39

4.1 Simple Percentage 40

4 4.2 Awareness towards use of Google Pay- simple percentage 45

analysis

4.3 Multiple response analysis 47

4.4 Chi-Square Analysis 53

4.5 Friedman Rank Test Analysis 55

4.6 Descriptive Statistics 57

4.7 One Way ANOVA

4.8 T-TEST 58

FINDINGS, SUGGESTIONS AND CONCLUSION 72

5.1 Findings 73
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5.2 Suggestions 74

5.3 Conclusion 74

BIBLIOGRAPHY 75

APPENDIX 78

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 LIST OF TABLES

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 LIST OF TABLES

TABLE NO TITLE PAGE

NO

4.1 SIMPLE PERCENTAGE ANALYSIS

4.1.1 Gender of the Respondents 41

4.1.2 Age of the Respondents 42

4.1.3 Educational Qualification of the Respondents 43

4.1.4 Marital Status of the Respondents 44

4.1.5 Occupation of the Respondents 45

4.1.6 Monthly Income of the Respondents 46

4.2 AWARNESS TOWARDS GOOGLE PAY – SIMPLE

PERCENTAGE ANALYSIS

4.2.1 Source of Awareness towards Google Pay 47

4.3 SIMPLE PERCENTAGE – MULTIPLE RESPONSE

4.3.1 Preference towards use Google Pay 48

4.4 CHI-SQUARE ANALYSIS

4.4.1 Gender of the respondents with Transactions Making Per 51

Month

4.5 FIREDMAN RANK TEST

4.5.1 Ranking the Awareness Towards Google Pay 52

4.6 DESCRIPTIVE STATISTICS

4.6.1 Satisfaction of respondents on google pay services- 55

Descriptive Statistics
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 4.7 ONE WAY ANOVA

4.7.1 Age of the respondents – descriptive statistics 56

4.7.2 Anova for age of the respondents - ANOVA 57

4.7.3 Occupation of the respondents- Descriptive Statistics 58

4.7.4 Anova for occupation of the respondents 58

4.7.5 Monthly Income of the respondents -Descriptive 59

Statistics
4.7.6 Anova for Monthly Income of the respondents 60

4.8 T- TEST

4.8.1 Descriptive Statistics for Gender of the respondents 61

4.8.2 T-Test for the gender of the respondents 61

4.8.3 Descriptive statistics for Marital Status of the respondents 62

4.8.4 T-Test of the Marital Status of the respondents 62

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 LIST OF CHARTS

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 LIST OF CHARTS

CHART NO TITLE PAGE NO

4.1.1 Gender of the Respondents 41

4.1.2 Age of the Respondents 42

4.1.3 Educational Qualification of the Respondents 43

4.1.4 Marital Status of the Respondents 44

4.1.5 Occupation of the Respondents 45

4.1.6 Monthly Income of the Respondents 46

4.2.1 Source of Awareness towards Google Pay 47

4.3.1 Preference towards use Google Pay 49

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 CHAPTER I

16
 INTRODUCTION OF THE STUDY

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 CHAPTER-I
INTRODUCTION OF THE STUDY

1.1 INTRODUCTION

Customer satisfaction (often abbreviated as CSAT) is a term frequently used

in marketing. It is a measure of how products and services supplied by a company meet or
surpass customer expectation. 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”. Customers play an important role and
are essential in keeping a product or service relevant so it is in the best interest of the business
to ensure customer satisfaction, and build customer loyalty. "Customer satisfaction provides a
leading indicator of consumer purchase intentions and loyalty." Customer satisfaction data are
among the most frequently collected indicators of market perceptions.

Marketing refers to activities a company undertakes to promote the buying or

selling of a product, service, or good. It is one of the primary components of business
management and commerce. Marketers can direct their product to other businesses (B2B
marketing) or directly to consumers (B2C marketing). Regardless of who is being marketed to,
several factors apply, including the perspective the marketers will use. Known as market
orientations, they determine how marketers will approach the planning stage of marketing.

The marketing mix, which outlines the specifics of the product and how it will be sold, is
affected by the environment surrounding the product, the results of marketing
research and market research, and the characteristics of the product's target market. Once these
factors are determined, marketers must then decide what methods will be used to promote the
product, including use of coupons and other price inducements.

The term marketing, what is commonly known as attracting customers, incorporates knowledge
gained by studying the management of exchange relationships and is the business process of
identifying, anticipating and satisfying customers' needs and wants.

In today – world, smart phone has become an important a part of one’s

lifestyle. Mobile users can nowadays use their Smartphones to form money transactions or
payments by using applications installed within the phone. There are several Digital Payment
Wallets which give these services. Digital Payment Wallets are digital versions of traditional

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wallets that somebody would carry in their pocket. They offer payment services through which
the individuals/business can receive send money via mobile devices. The present paper throws
light upon the customer satisfaction towards the e-wallet services provided by Google pay. It
focusses on the services provided by G-pay wallet and its satisfaction level. As part of the
‘Digital India’ campaign, the government aims to construct a ‘digitally empowered’ economy
that is ‘Faceless, Paperless, and Cashless’. There are different types and modes of digital
payments. Some of these include the utilization of debit/credit cards, internet banking, mobile
wallets, and digital payment apps. The mobile wallet, which is called M- wallet, digital wallet,
or E wallet, refers to a mobile technology that is used identical to a real wallet. It admits
customers to purchase their products online with greater ease. Google Pay is a digital.

1.2 STATEMENT OF PROBLEM:

Google pay is an digital-wallet that is helping in money transactions
without having liquid cash and also offering safety to customer’s transactions. At present,
especially in India there is a growing opportunity for mobile wallet business. The main
attractions of these mobile wallets are making fast and quick transactions, time saving, less
costly, easy to access etc. Besides these advantages, there are some limitations on Google pay
such as insecurity, limitations on fund transfer etc. Due to these facts a comprehensive study is
required to study the customer satisfaction of Google pay. The purpose of this research is to
review the satisfaction level of customers towards Google Pay users.

1.3 OBJECTIVES OF THE STUDY:

The main objectives of the study are

➢ To know about user’s awareness towards Google Pay.

➢ To identify the customer preference among Google Pay users in Coimbatore City.
➢ To measure the customer satisfaction level of Google Pay services.

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1.4 SCOPE OF THE STUDY:

This research focuses on Google pay service users Tamil Nadu in

general. The scope of the research will describe the relationship between Google Pay services
on safety & security, transaction speed, convenience, recharge, ticket booking, shopping,
booking hotels, insurance premium and transfer of funds. Which can directly influence on the
customer satisfaction level and intention to use in further. Moreover, the respondent of this
research will randomly select from business people and educational group in Coimbatore City,
who are normally use the Google Pay services in Coimbatore City.

1.5 IMPORTANCE OF THE STUDY:

The customer satisfaction research we seek the views of respondents

on a variety of issues that will show how the company is performing and how it can improve.
It is wise to cross check the internal views with a small number of depth interviews with
customers. In any customer satisfaction survey, there will be quick fixes actions that can be
taken today or tomorrow that will have immediate effect. The purpose of customer satisfaction
research is to improve customer satisfaction. Worse than that, customers have generously given
their time to assist in the survey believing that some positive action will take place. Their
expectations will have been raised. The process of collecting the data seems easier than taking
action to improve satisfaction levels. The key to customer retention is customer delightment.
A highly satisfied customer stays loyal longer, talks favourably about the organization and its
products; offers product or service ideas to the organization and costs less to serve the new
customers. Today more organizations are recognizing the importance of satisfying and
retaining current customers. It is not enough to be skilful in attracting new customers, the
organization must keep them. Today ‘s organization must pay closer attention to the customer
defection rate (the rate at which they lose customer). Here in case of Google Pay thus the need
for study on customer satisfaction is important since it is highly depending on the customer
opinions and expectations there by using that information to change its strategies.

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1.6 RESEARCH METHODOLOGY:
Research methodology is a systematic way to solve research
problem. It may be understood as a science of studying how research is done scientifically.
Research refers to search for knowledge. The pattern in which a research is carried out to arrive
at a conclusion or to find new relationship with a particular frame work is called ‘research
methodology’. Research Methodology also refers to the various sequences and steps to be
adopted by a researcher to study a problem with certain objective in view.

RESEARCH PROBLEM:

Research Problem In this study, the researcher has taken problem to study the various factors
which affects the satisfaction level of Google Pay services the researcher has taken the level of
expectation of the customer satisfactions.

SAMPLES OF THE STUDY:

Sampling is the process of selecting representative, subset of a total
population for obtaining data for the study of the whole population, the subset is known as
sample. In this sample size, the researcher decides how many elements of the target population
to be chosen for this study. The convenience sampling method was adopted in this study. The
sample size of the study was 100 respondents.

PERIOD OF THE STUDY

The survey to know the customer satisfaction towards Google Pay
users in Coimbatore City. And the study covers the period Three months (February 2021 to
April 2021).
AREA OF THE STUDY
The study is undertaken among people in Coimbatore City.

SAMPLE SIZE
The Sample size of the study is 100 respondents.

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 DATA SOURCE
The data required for the study has been collected from both the
Primary data and Secondary sources.

PRIMARY DATA:
Primary data have been collected through a structured questionnaire having 19
Questions. The questionnaire is to be filled up by the people in Coimbatore City. The
questionnaire will have closed ended questions or multiple-choice questions.

SECONDARY DATA:
Secondary data have been collected from various text books, journals,
magazines.

SATISTICAL TOOLS USED FOR THE STUDY

The following statistical tools have been used to analyse the primary data.
• Simple Percentage
• Chi-Square Analysis
• Friedman Rank Test
• One Way ANOVA

1.7 HYPOTHESIS:
Hypothesis literally means an idea or theory that the researcher sets as the
goal of the study and examines it and is replaced as a theory when the hypothesis is true in the
study's conclusion. Hypothesis is a material thinking based on scientific process. Hypothesis is
impossible to generate in the absence of human thought.
NULL HYPOTHESIS:
A null hypothesis is a type of conjecture used in statistics that proposes that there
is no difference between certain characteristics of a population or data-generating process. If
there is no difference the null hypothesis gets rejected.
ALTERNATIVE HYPOTHESIS:
The alternative hypothesis proposes that there is a difference. If there is difference the
alternative hypothesis gets accepted.

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1.8 SOFTWARE USED:
• IBM SPSS Statistics
1.9 LIMITATIONS OF THE STUDY:
• The study has been limited to only consumers in Coimbatore City.
• Due to time constant the number of respondents was limited to 100.
• The main source of data for the study was respondents from which the primary
data were collected through questionnaire. Hence, the chances of biased
information arise.

1.10 CHAPTER SCHEME:

The whole study was divided into five chapters.

CHAPTER I

It consists of Introduction to the study, Statement of the Problem, Scope of the Study, Research
Methodology, Limitations and Chapter Scheme.

CHAPTER II

It consists of Review of Literature.

CHAPTER III

It consists of Profile of Study.

CHAPTER IV

It consists of Analysis and Interpretation of data.

CHAPTER V

It consists of Findings, Suggestions and Conclusion.

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REFERENCES:

1) https://pay.google.com/intl/en_in/about/business/resources
2) https://www.firstpost.com/tag/google-pay
3) https://articles.braintreepayments.com/guides/payment-methods/google-pay
4) https://www.entrepreneur.com/article/360036
5) https://bfsi.economictimes.indiatimes.com/news/fintech/ten-things-google-pay-did-to-
become-the-top-payment-app-in-india/73962698

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 CHAPTER II

25
 REVIEW OF LITERATURE

26
 CHAPTER- II
REVIEW OF LITERATURE:

1.Singh & Gupta (2016) They have conducted a study to identify various factors influence on
the adoption of mobile wallet payment among customers They considered the various variables
for the study are Convenience, Trust, Security, and Adaptability which have an impact on the
satisfaction of mobile wallet usage. The study was conducted in the Kurali city, District of
Punjab. Pearson's Correlation Analysis was to investigate the relationship between the different
basic variables of the study. The study findings show that mobile wallets are considered as the
futures of cash.

2.Ahuja & Joshi (2018) have studied about the customer perception concerning Mobile
wallets. In this study they examined that the factors exploration technique is used to classify
the factors which influence customer opinion towards Mobile wallets. The study has been
conducted about the different types of mobile wallets in India. The data is collected from both
secondary data and primary data. The survey was conducted among 139 mobile respondents
in the telecommunication industry.

3.RoopaliBatra, NehaKalra (2016) "Are Digital wallets The New currency?" in these
investigations let us know in a period of digitalization, the examination intends to contemplate
the client recognition, utilization design inclinations and fulfilment level with respect to
advanced wallets in view of an investigation of 52 respondents. It additionally recognizes the
hindrances and difficulties to the selection of the same.

4.DR.S. Manikandan, and J. Mary Jayakodi. (2017). ‘’An Empirical Study on Consumers
Adoption Of Mobile Wallet With Special Reference To Chennai City’’ The present study aims
to explain the application and usage of wallet money endorsed by different companies and
various factors that affect the consumer’s decision to adopt mobile wallet and various risks and
problems faced by the users of mobile wallet. A structured questionnaire was prepared and data
were collected from 150 respondents from Chennai city.

5.Shivangi Jaiswal1 ,Pankaj Joge (2018) “A Study on Consumers Acceptance of Mobile

Wallet with Special Reference to Durg/Bhilai”. The study is to analyse the application and
usage of wallet money endorsed by different companies and various factors that affect the
consumer’s decision to adopt mobile wallet and various risks and challenges faced by the
customers of mobile wallet.

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6.Vidhya Ganesan and Ganesan Subramanian (2016) Ewallets (mobile money store and
transfer facility) are fast emerging as a substitute for cash. Many credible players like Paytm,
Oxygen, m-Rupee and Airtel Money now offer ewallet. The Government has suggested use of
e-wallets, but me re-suggestion won’t help, without the Government actively promoting it and
hand-holding people in the early-stage adoption. Also, since the Government is unable to offer
enough cash to the public (through banks and POs), it is the Government which has to introduce
this e- cash as a substitute for physical currency to willing public. Once this is done, it will
mitigate the sufferings of people substantially.

7.Siddharth Gaurand Sonal Sapra (2015) Presented the paper Indian Mobile wallet Market
in the entailing India expo. They said that, in the Indian market the competition for mobile will
become more aggressive in future. Rising penetration of smart phones a long with increasing
number of mobile wallet service providers in the Indian market is pushing the growth forward.
If the banks do not focus on enabling excellent mobile wallet services forts customers, they
will have to risk losing out to competition. On the other hand mobile operators must widen
their services and influence the existing services to attract new customers and maintain t) heir
customer base.

8. Bappaditya Mukhopadhya Y (2016) To estimate the impact of demographic profile on

usage of digital payment system. And to analyse the growth of various non cash methods. For
getting the estimation of cashless transactions that are prevailing in India, the study used data
from World Bank’s Global Findex from the surveys that were conducted in year 2011. And it
also used data from the household and enterprise surveys which were conducted in year 2009-
2010. The study revealed that an extremely small correlation exists between cashless payments
and education level as well as between cashless payments and income earned. It also revealed
that a very high positive correlation exists between the people who collect the payments in their
bank accounts and of those who are engaged in cashless payments. Prepaid cards and mobile
payments showed maximum growth.

9. Pardhasaradhi Madasu (2015) to assess and report the progress made by the RBI in
moving towards the ‘Cashless’ economy. Data collected from RBI database related too cashless
transactions from the year 2004-05 to 2014- 15. India did not have a place in the top 16 non-
cash markets of the world but China had. In comparison with the credit cards, there had been
an increase in the usage of debit cards at ATMs. Non-cash services like Immediate Payment
Services or M-Wallet had not made any significant impact.

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10. Dr. Shilpa Bhimrao Gaonkar (2018) To explore various payment instruments available
to the people, and its benefits. Conceptual Study. It has used data from reports of RBI, GOI,
NPCI, MEDIANAMA etc. Study revealed that various new instruments are emerging. Benefits
of going cashless increased transparency, efficiency and convenience, easier tracking, etc.,

11. Dr. N. Rakesh, Dr. K. Suresh Kumar, Dr. S. Satheesh Kumar (2018) To examine the
present scenario of electronic payments and to study the range of service facilities that
UPIBHIM technologies offer. Analytical and critical method of research is used in the study.
And data is collected from the secondary sources such as journals, government websites and
news articles. Electronic transactions have increased. This could happen only with extensive
recognition and acceptance of popular instruments such as credit and debit cards, net banking
and e-wallets by the Indian population. But surprisingly, UPI came out to be the real distinct
advantage.

12. Dinesh, T. M., Kiran Kumar Reddy, and Suhasini, K. (2018) To assess how
demonisation impacted the digital payments in India. Exploratory data analysis was conducted
and data for the study was collected from NPCI web portal for the period May-2016 to October-
2017. The study revealed that there was a considerable effect of demonetization on digital
payments which are more visible in RTGS and mobile transactions.

13. Subho Chattopadhyay, Payal Gulati and Indranil Bose (2018) The study aims at
evaluating the awareness of the small retailers for the cashless transaction and its modes. And
also to understand their difficulties and perceived convenience with it. Data was collected
through questionnaires from 117 small retailers. Paired sample t test was used. perceived level
of ease, convenience No significant difference was found in convenience for cash and cashless
modes of transactions. Also, the retailers believe that it is easier for them to deal with cash as
compared to cashless instruments. Efforts ought to be engaged towards changing behaviour
and attitude towards cashless than to scarcely make awareness.

14. Nitsure (2014) in his paper observed that the problem being faced by developing countries
like India in the adoption of E-banking initiatives due to low dissemination of Information
Technology. The paper highlighted the problems such as security concerns, rules, regulation
and management. In India there is a major risk of the emergence of a digital split as the poor
are excluded from the internet and so from the financial system.

15. Balazs Vinnai, general manager, Digital Channels, Misys (April 25, 2016), says that “It
is critical for banks to consider new digital channels as part of an integrated strategy and evolve

29
from first to second generation digital banking: switching digital from a supporting role, to the
primary sales and communication channel for banks,” says Vinnai. “Reengineering processes
around the customer is not easy, but banks must embrace digital banking to remain competitive
and relevant.”

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 CHAPTER III

31
 PROFILE OF THE STUDY

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 CHAPTER III
PROFILE OF THE STUDY

3.1 INTRODUCTION ABOUT GOOGLE PAY:

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, online, and in-person contactless purchases on mobile devices, enabling users to make
payments with Android phones, tablets, or watches. Users in the United States and India can
also use an iOS device, albeit with limited functionality. In addition to this, the service also
supports passes such as coupons, boarding passes, student ID cards, event tickets, movie
tickets, public transportation tickets, store cards, and loyalty cards.

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.[4] 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, and Google Assistant. The service allows users to use the
payment cards they have on file in their Google Account.

3.2 GOOGLE PAY SYSTEM IN INDIA

On September 18, 2017, Google launched an UPI-based

app Tez in India. On August 28, 2018, Google rebranded Tez to Google Pay. Money made
simple, by Google. Built for India with all the features and rewards you love, plus much more.
Google Pay is the simplest way to send money home to your family, recharge your mobile, or
pay the neighbourhood. The Simple way to send money with anyone. Send or receive money
with zero fees, Straight from your bank to almost anyone. You can send or receive money even
if your contact is not on Google Pay. Split lunch with your friend, pay the money to your mom.
Recharge your mobile in a tap and finish with those monthly bills on Google Pay. Now you’re

33
free to go shopping - online, or in a store. We’ve got you covered with easy access to past
transactions, so you’re always in control. Use it wherever you see UPI or Google Pay.

3.3 BENEFITS OF USING GOOGLE PAY:

UPI Complete
Transaction payments in just a
s only few tabs

Amazing
Highly secure
Cashback
Tansactions
Offers

Instant World Wide

Refunds Availability

3.4 UNIQUE FEATURES OF GOOGLE PAY IN INDIA:

TEZ SHIELD DIRECT SENDING AND

SCRATCH CARDS AND
RECEIVING MONEY
REWARDS 24*7 HRS PROTECTION FROM BANK

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3.5 REDESIGN OF GOOGLE PAY IN 2020:
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 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. It also includes messaging capabilities.

The new version of Google Pay must be downloaded and installed separately. The existing
Google Pay app is being deprecated and discontinued in the United States; on April 5, 2021,
peer-to-peer payment functionality will be removed from the previous Google Pay app and
website. To experience the new app's expanded features, users must register with their phone
number. Contacts cannot be imported from the previous Google Pay, and debit card transfers
are now subject to fees "of 1.5% or $0.31 (whichever is higher)", rather than having no
cost.[40] Despite the new app's launch, Google Pay in its most basic form - the cards &
passes/NFC payment functionality of the service - can be accessed through Google Play
services on any device running Android 10 or above, regardless of whether or not the new app
is installed.

3.6 SERVICES PROVIDED BY 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

35
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.

36
 CHAPTER IV

37
 ANALYSIS AND INTERPRETATION

38
 CHAPTER IV
ANALYSIS AND INTERPRETATION

This chapter deals with analysis and interpretation of the study on “A study on Customer
Satisfaction Towards Google Pay users in Coimbatore City” based on a sample size of 100
People. The collected data have been classified and tabulated and further the following
statistical measures have also been employed in A fulfilling the objectives of the study. The
statistical tools used for the study is as follows:

✓ Simple percentage analysis

✓ Chi-Square Analysis
✓ Friedman rank test
✓ One way ANOVA
✓ Sample T - Test
The study is divided into the following parts:
⮚ Part I deals with Demographic profile of the respondents.
⮚ Part II deals with Awareness of the respondents on Google
Pay.
⮚ Part III deals with Preference of the respondents on using
Google Pay.
⮚ Part IV deals with Satisfaction level of the respondents on
Google Pay.

4.1 SIMPLE PERCENTAGE:

Simple percentage analysis has been carried out to calculate the personal
information taken in the questionnaire. This analysis describes the classification of the
respondents falling under each category.

Number of respondents
Percentage analysis = -------------------------------- X 100
Total Respondents

The following tables and charts depict the demographic factors like Gender, Age, Educational
Qualification, Marital Status, Occupation, Monthly Income.

39
PART – I DEMOGRAPHIC PROFILE

DEMOGRAPHIC PROFILE WISE CLASSIFICATION OF THE RESPONDENTS

This analysis describes about the classification of the respondents under each category.
The percentage analysis is used for standardization and comparison of data.
TABLE 4.1.1
GENDER OF THE RESPONDENTS
- SIMPLE PERCENTAGE ANALYSIS
GENDER NUMBERS OF PERCENTAGE
RESPONDENTS
MALE 38 38%
FEMALE 62 62%
TOTAL 100 100
Source: Primary Data
The above table shows the gender wise classification of the respondents. It is
clearly observed from the table 38% of the respondents are male and 62% of the respondents
are female. It is concluded that majority 62% of the respondents are Female.

CHART 4.1.1

GENDER OF THE RESPONDENTS

GENDER

70

60

50

40

30

20

10

0
Male Female

40
 TABLE 4.1.2

AGE OF THE RESPONDENTS

AGE NO OF RESPONDENTS PERCENTAGE

15 to 20 years 45 45%
21 to 30 years 38 38%
31 to 40 years 12 12%
41 and above 5 5%
TOTAL 100 100
Source: Primary Data

The above table shows that the age wise classification of the respondents. It is clearly observed
from the table, 45% of the respondents are in the age group of 15 to 20 years, 38% of the
respondents are in the age group of 21 to 30 years, 12% of the respondents are in the age group
of 31 to 40 years and 5% of the respondents are in the age group of 41and above years. It is
concluded that the majority of the respondents (45%) are in the age group of 15 to 20 years.

CHART 4.1.2

AGE OF THE RESPONDENTS

41
 TABLE 4.1.3

EDUCATION QUALIFICATION OF THE RESPONDENTS

EDUCATION NUMBER OF THE PERCENTAGE

QUALIFICATION RESPONDENTS
School Level 20 20%
Under Graduation 66 66%
Post-Graduation 13 13%
Others 1 1%
TOTAL 100 100
Source: Primary Data

The above table predicts the Educational status of the respondents. From the above table, it is
inferred that 20% of the respondent’s Educational status is School Level, 66% of the
respondents Education status is Under Graduation, 13% of the respondents Education status is
post-graduation, and 1% of the respondents Education status is other category. It has been
observed from the table that majority of the respondents (66%) Education status is Under
Graduates.

CHART 4.1.3

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

EDUCATION QUALIFICATION
70

60

50

40

30

20

10

0
School Level Under Graduation Post Graduation Others

42
 TABLE 4.1.4

MARITAL STATUS OF THE RESPONDENT

MARITAL STATUS NUMBER OF THE PERCENTAGE

RESPONDENTS
Married 29 29%
Unmarried 71 71%
TOTAL 100 100
Source: Primary Data

The above table exhibits that the marital status wise classification of the
respondents. It is clearly observed from the table, 71% of the respondents are unmarried and
29 % of the respondents are married. It is concluded that 71 % of the respondents are unmarried.

CHART 4.1.4

MARITAL STATUS OF THE RESPONDENTS

MARITAL STATUS

Married

Unmarried

43
 TABLE 4.1.5

OCCUPATION OF THE RESPONDENTS

OCCUPATION NUMBER OF PERCENTAGE

RESPONDENTS
Self-Business 15 15%
Govt employee 14 14%
Private employee 12 12%
Student 59 59%
TOTAL 100 100
Source: Primary Data

In the above-mentioned table, it has been observed that Occupation wise classification of the
respondents. From the above table, it is inferred that 12% of the respondents are Private
Employees, 15% of the respondents are Self-Business, 59% of the respondents are students and
14% of the respondents are Govt. employees. It has been observed from the table that majority
of the respondents (59%) are Students.

CHART 4.1.5

OCCUPATION OF THE RESPONDENTS

44
 TABLE 4.1.6

MONTHLY INCOME OF THE RESPONDENTS

MONTHLY INCOME NUMBER OF PERCENTAGE

RESPONDENTS
Below 15000 48 48%
15001-25000 32 32%
25001-50000 14 14%
Above 50001 6 6%
TOTAL 100 100
Source: Primary Data

In the above table shows that 48% of respondents are under the income of below 15000, 32%
of respondents are under the income of 15001-25000, 14% of respondents are under the income
of 25001-50000 and 6% of respondents are under the income of above 50001. The majority are
48% of respondents are under the income below 15000.

CHART 4.1.6

MONTHLY INCOME OF THE RESPONDENTS

MONTHLY INCOME
60

50

40

30

20

10

0
Below 15000 15001-25000 25001-50000 Above 50001

45
PART II- AWARENESS TOWARDS GOOGLE PAY

SIMPLE PERCENTAGE ANALYSIS

4.2 AWARENESS OF RESPONDENTS TOWARDS GOOGLE

PAY
This analysis describes about the classification of the respondents under
each category. The percentage analysis is used for standardization and
comparison of data
TABLE - 4.2.1
DEMOGRAPHIC PROFILE OF THE RESPONDENTS
SIMPLE PERCENTAGE ANALYSIS
SORUCE OF NUMBER OF PERCENTAGE
AWARENESS ON RESPONDENTS
GOOGLE PAY
Friends and Relatives 56 56%

Social Media 28 28%

Advertisement 13 13%

Others 3 3%

TOTAL 100 100

Source: Primary Data

INTREPRETATION

In the above table shows that 56% of the respondents are aware of google pay
through Friends and Relatives, 28% of the respondents are aware of google pay through
Social Media, 13% of the respondents are aware of google pay by Advertisement and 3% of
respondents are aware of google pay through others. The majority 56% of respondents are
aware of google pay through Friends and Relatives.

46
INFERENCE AND DISCUSSIONS:
It is inferred that 56% percent among 100 respondents are aware with the
help of Friends and Relatives than other sources, as it is the developing source of
passing information comparing to other sources.

CHART 4.2.1

SOURCE OF AWARENESS ON GOOGLE PAY

Source of aware of google pay

60

50

40

30

20

10

0
Friends and Social media Advertisment Others
relatives

PART III- PREFERENCE OF RESPONDENTS TOWARDS

USE OF G-PAY

4.3 PREFERENCE OF USE OF G-PAY

MULTIPLE RESPONSES

This analysis describes about the classification of the respondents under

each category. The percentage analysis is used for standardization and
comparison of data

47
 TABLE 4.3.1

PREFERENCE TOWARDS USE GPAY

MULTIPLE RESPONSES

PREFERENCE NUMBER OF PERCENTAGE

TOWARDS USE RESPONDENTS
GOOGLE PAY
Pay Bills 77 25%

Buy Movie Tickets 72 24%

Recharge Mobile Balance 89 29%

Transfer Money 69 23%

TOTAL 307 100

Source: Primary Data

INTERPRETATION:

From the above table it is clear that, 25% percent of respondents prefer Pay
Bills, 24% percent of respondents prefer Buy Movie Tickets, 29% percent people prefer
Recharge Mobile Balance, 23% percent people prefer Transfer Money.

INFERENCE AND DICUSSION:

Thus, it is inferred that the results from multiple options choose by the
respondents, the most respondents prefer Recharge Mobile Balance (29 percent) as it is easy to
recharge the mobile balance by using g-pay without step into the shop.

48
 CHART 4.3.1

PREFERENCE TOWARDS USE OF GOOGLE PAY

Preference towards use of Google Pay

35
29
30
25.1
25 23.5 22.5

20

15

10

0
PAY BILL BUY MOVIE TICKETS RECHARGE MOBILE TRANSFER MONEY
BALANCE

4.4 CHI-SQUARE ANALYSIS

A chi-square (χ2) statistic is a test that measures how a model compares to actual
observed data. The data used in calculating a chi-square statistic must be random,
raw, mutually exclusive, drawn from independent variables, and drawn from a large enough
sample. For example, the results of tossing a fair coin meet these criteria.

Chi-square tests are often used in hypothesis testing. The chi-square statistic compares the size
any discrepancies between the expected results and the actual results, given the size of the
sample and the number of variables in the relationship. For these tests, degrees of freedom are
utilized to determine if a certain null hypothesis can be rejected based on the total number of
variables and samples within the experiment. As with any statistic, the larger the sample size,
the more reliable the results.

FORMULA:

χ2=∑E(O−E)2

where:

49
O=Observed value(s)

E=Expected value(s)

TABLE 4.4.1

GENDER OF THE RESPONDENTS WITH TRANSACTIONS MAKING

PER MONTH

H0: Hence there is no significant relationship between the factors of the respondents
with making transactions per month.

CROSS TABULATION
TRANSACTIONS PER MONTH
GENDER LESS THAN 2 2-4 TIMES MORE TOTAL
THAN 5
MALE 12 14 12 38
FEMALE 15 29 18 62
TOTAL 27 43 30 100
Source: Calculated Data

INTERPRETATION:

From the above table it is inferred that 38 respondents are male, out of which
14 respondents are making the transactions 2-4 times per month by using G-Pay and 12
respondents are making transactions less than 2 per month and another 12 respondents are also
making transaction more than 5 times per month by using G-Pay. 62 respondents are female,
out of which 29 respondents are making transaction 2 -4 times per month through G-Pay, 18
respondents are making transactions More than 5 times per month, and 15 respondents are
making transaction less than 2 times per month.

50
 CHI-SQUARE TEST
Value DF Asymptotic Sig. Significant/Not
Significant
Pearson Chi- Square 1.07 2 .586 NS
N of Valid Cases 100
Source: Computed Data

NS- Not Significant S-significant

Significant at 5 percent level

The above table indicates that there is no significant relationship (χ2=1.07, p=.586) between
gender and making transaction through G-Pay per month. As the significant value (p) is
more than 0.05 (p=.318) it shows that there is no significant relationship between gender
and Transactions making per month among the respondents on the different aspects related to
use of google pay. Hence the null hypothesis is accepted.

INFERENCE AND DISCUSSION:

Thus, from the discussion it is stated that both Male and Female make the
transaction between 2-3 times per month by using Google Pay. By using chi- Square Analysis
it is clearly shows that 2-3 times both male and female were making transactions through G-
Pay every month in a year.

4.5 FRIEDMAN RANK TEST ANALYSIS

The Friedman test is a non-parametric statistical test developed by Milton

Friedman. Similar to the parametric repeated measures ANOVA, it is used to detect differences
in treatments across multiple test attempts. The procedure involves ranking each row together,
then considering the values of ranks by columns. It is used to test for differences between
groups when the dependent variable being measured is ordinal.

51
 TABLE 4.5.1
RANKING THE AWARNESS TOWARDS GOOGLE PAY

RANKS

S. No Factors Mean Rank Rank

1 Mini Statement 3.79 III

2 Show Transaction History 4.04 IV

3 Software Issue 4.40 V

4 Bill Payments 4.83 VI

5 Rewards/Scratch Cards 5.27 VII

6 Fund Transfer 2.64 I

7 Grievance 3.03 II

Source: Computed Data

TEST STATISTICS
N 100
Chi-Square 141.31

Df 6
Asymp. Sig. .000

a. Friedman Test
Source: Computed Data

52
INTERPRETATION:
The above table shows the mean rank for the various level of services in google
pay, the ranks are allotted on the basis of how the respondents use the services. Fund Transfer
with the mean rank of 2.64 stands at the first, Grievance with mean rank 3.03 stands the
second highest. With mean rank of 3.79 Mini Statement stands at the third. 4.04 have a mean
rank comes at the fourth. 4.40 mean rank of Software Issue comes in fifth and Bill Payment
comes sixth with mean rank of 4.83 followed by 5.27 rank Rewards/Scratch Cards takes the
seventh position.

INFERENCE AND DISCUSSION:

From the above table we can infer that the respondents choose the
services based upon the use of google pay. Fund Transfer gives respondents to transfer money
from one to another on using google pay., so the respondents feeling the Fund Transfer is
reason for using. The ranking as per the above table is valid because the chi square value and
significant value are (χ2 =141.31, p=0.000).

4.6 DESCRIPTIVE STATISTICS

SATISFACTION OF RESPONDENTS ON GOOGLE PAY SERVICES -

DESCRIPTIVE STATISTICS

The table depicts the satisfaction level of the respondents based on the selected
factors with mean and standard deviation.

TABLE - 4.6.1

SATISFACTION OF RESPONDENTS ON GOOGLE PAY SERVICES -

DESCRIPTIVE STATISTICS

S.NO SOURCES N MEAN SD

1 Recharge 100 1.85 1.00

2 Ticket Booking 100 2.10 0.78

53
 3 Bill Payment 100 2.13 1.05

4 Online Shopping 100 2.13 1.05

5 Money Transfer 100 2.01 1.14

6 Hotel Booking 100 2.55 0.96

7 Transaction Speed 100 1.85 0.89

8 Safety and Security 100 2.06 0.94

9 Charges on using G-Pay 100 2.23 0.91

10 Convivence 100 2.38 1.18

Source: Primary Data

INTERPRETATION:

The above table shows that the mean values of the variable Level of Satisfaction,
with the scale of 1 to 5. Among the variables highest mean value of 2.55 for Hotel Booking
satisfaction level on using g-pay, followed by Convivence (2.38), Chares on using G-Pay
(2.23), Bill Payment (2.13), Online Shopping (2.13), Ticket Booking (2.10), Safety and
Security (2.06), Money Transfer (2.01), Recharge and Transaction speed consider as lowest
mean (1.85). The standard deviation of 1.18 for convenience is highest and .78 for Ticket
Booking is the least.

INFERENCE AND DISCUSSION:

It is inferred that highest mean value of 2.55 for Hotel Booking, the respondents go through
the booking options available in the app/site because only if the booking options are easy the
respondents can make use of the service in a convenient way.

4.7 ONE WAY ANOVA

One-Way ANOVA ("analysis of variance") compares the means of two or

more independent groups in order to determine whether there is statistical evidence that the
associated population means are significantly different. One-Way ANOVA is a parametric test.

The formula for ANOVA is,

54
F= MST/MSE

Where, F=ANOVA Coefficient

MST=Mean sum of squares due to treatment

MSE=Mean Sum of squares due to error.

The variables used in this test are known as:

• Dependent variable
• Independent variable

AGE AND LEVEL OF SATISFACTION ON USING GOOGLE PAY

The following table examines the significant difference between age and
satisfaction level of the respondents in Google Pay on using ANOVA.
Ho: There is no significant difference between age and level of satisfaction on using
google pay services.

TABLE 4.7.1
(a) DIFFERENCE BETWEEN AGE AND LEVEL OF SATISFACTION ON
USING GOOGLE PAY SERVICES
DESCRIPTIVE STATISTICS

S. NO. STATUS N MEAN STANDARD

DEVIATION

1 15 to 20 years 45 2.10 .72

2 21 to 30 years 38 2.15 .78

3 31 to 40 years 12 2.16 .39

4 Above 41 years 5 2.14 .32

Total 100 2.13 .69

Source: Computed Data
INTERPRETATION:
The above table shows that the mean values of the variable Level of Satisfaction,
with the scale of 1 to 5. Among the variables highest mean value of 2.16 for age group between

55
31 to 40 years and above 41 years followed by age group of below 21 to 30 years with 2.15
and 2.14 and the lowest mean value of 2.10 for respondents between 15 to 20 age of years.

TABLE - 4.7.2
(b) DIFFERENCE BETWEEN AGE AND LEVEL OF SATISFACTION ON
USING GOOGLE PAY

ANOVA

SUM OF df MEAN F Sig. S/NS

SQUARES SQUARE

Between Groups .07 3 .02 .05 .986 NS

Within Groups 47.72 96 .50

Total 47.79 99
Source: Computed Data

Significant at 5 percent level

INTERPRETATION:

ANOVA is applied to find the significant difference between age and level of satisfaction with
the google pay services. In the above table (F=.05, p=.986), there is no significant difference
between age and level of satisfaction on using google pay services. Since the significant value
(p=.986) is more than 0.05, hence the null hypothesis is accepted.

INFERENCE AND DISCUSSION:

It is inferred that the age is important factor for the satisfaction of the services,
thus age group between 15 to 20 years are more aware of the Google pay, because people
with young-age will be easily able to adapt and use the developing technologies.

OCCUPATION AND LEVEL OF SATISFACTION ON USING GOOGLE

PAY

The following table examines the significant difference between occupation and satisfaction
level of the respondents in Google Pay on using ANOVA.

56
Ho: There is no significant difference between occupation and level of satisfaction on
using google pay services.

TABLE 4.7.3
(a)DIFFERENCE BETWEEN OCCUPATION AND LEVEL OF
SATISFACTION ON USING GOOGLE PAY SERVICES
DESCRIPTIVE STATISTICS

S. NO. STATUS N MEAN STANDARD

DEVIATION

1 Self-Business 15 2.06 .50

2 Govt Employee 14 2.16 .38

3 Private Employee 12 2.07 .30

4 Student 59 2.15 .84

Total 100 2.13 .69

Source: Computed Data

INTERPRETATION:

The above table shows that the mean values of the variable Level of Satisfaction,
with the scale of 1 to 5. Among the variables highest mean value of 2.16 for Govt employee
and 2.15 mean value followed by student and with 2.07 mean value followed by Private
Employee and the lowest mean value of 2.06 for respondent’s occupation level is Self -
Business.

TABLE - 4.7.4

(b) DIFFERENCE BETWEEN OCCUPATION AND LEVEL OF

SATISFACTION ON USING GOOGLE PAY

57
 ANOVA

SUM OF df MEAN F Sig. S/NS

SQUARES SQUARE

Between Groups .16 3 .05 .11 .955 NS

Within Groups 47.62 96 .50

Total 47.79 99

Source: Computed Data

Significant at 5 percent level

INTERPRETATION:

ANOVA is applied to find the significant difference between occupation and level of
satisfaction with the google pay services. In the above table (F=.11, p=.955), there is no
significant difference between occupation and level of satisfaction on using google pay
services. Since the significant value (p=.955) is more than 0.05, hence the null hypothesis is
accepted.

INFERENCE AND DISCUSSION:

It is inferred that the occupation is important factor for the satisfaction of

the services, the occupation of respondents gives the result of using and satisfaction on
google pay services. So, the occupation of self – business results that they are more
satisfied by using G-pay for transferring money and other services provided by google
pay.

MONTHLY INCOME AND LEVEL OF SATISFACTION ON USING

GOOGLE PAY

The following table examines the significant difference between monthly income and
satisfaction level of the respondents in Google Pay on using ANOVA.
Ho: There is no significant difference between monthly income and level of satisfaction
on using google pay services.

58
 TABLE 4.7.5
(a)DIFFERENCE BETWEEN MONTHLY INCOME AND LEVEL OF
SATISFACTION ON USING GOOGLE PAY SERVICES
DESCRIPTIVE STATISTICS

S. NO. STATUS N MEAN STANDARD

DEVIATION

1 Below 15000 48 2.26 .85

2 15001 to 25000 32 1.97 .45

3 25001 to 50000 14 2.18 .57

4 Above 50001 6 1.82 .46

Total 100 2.13 .69

Source: Computed Data

INTERPRETATION:

The above table shows that the mean values of the variable Level of Satisfaction,
with the scale of 1 to 5. Among the variables highest mean value of 2.26 for monthly income
of below 15000 and 2.18 mean value followed by 25001 to 50000 of monthly income and with
1.97 mean value of monthly income of 15001 to 25000 and the lowest mean value of 1.82 for
monthly income above 50001.

TABLE - 4.7.6

(b)DIFFERENCE BETWEEN MONTHLY INCOME AND LEVEL OF

SATISFACTION ON USING GOOGLE PAY

59
 ANOVA

SUM OF df MEAN F Sig. S/NS

SQUARES SQUARE

Between Groups 2.27 3 .76 1.60 .195 NS

Within Groups 45.52 96 .47

Total 47.79 99

Source: Computed Data

Significant at 5 percent level

INTERPRETATION:

ANOVA is applied to find the significant difference between Monthly Income and level of
satisfaction with the google pay services. In the above table (F=.1.60, p=.195), there is no
significant difference between Monthly Income and level of satisfaction on using google pay
services. Since the significant value (p=.195) is more than 0.05, hence the null hypothesis is
accepted.

INFERENCE AND DISCUSSION:

It is inferred that the Monthly Income is important factor for the satisfaction of the Google
Pay services, thus, monthly income of respondents, most of them are Above 50001 are
more using of the Google pay.

4.8 T-TEST

DIFFERENCE BETWEEN GENDER AND LEVEL OF SATISFACTION

ON USE OF GOOGLE PAY

This part deals with the t-test to test the significant difference between gender and level
of satisfaction on use of Google Pay.

Ho: There is no significant difference between gender and level of satisfaction on

use of Google Pay.

60
 TABLE - 4.8.1

DIFFERENCE BETWEEN GENDER AND LEVEL OF SATISFACTION ON USE

OF GOOGLE PAY

DESCRIPTIVE STATISTICS

S. NO. GENDER N MEAN

1 Male 38 2.09

2 Female 62 2.15

Source- Primary data

INTERPRETATION:

It is derived from the above table that the highest mean score of 2.15 belongs to female
respondents and the lowest mean score of 2.09 belongs to male respondents.

TABLE - 4.8.2

(b) DIFFERENCE BETWEEN GENDER AND LEVEL OF AWARENESS ON

ONLINE FOOD DELIVERY

T-TEST

t df Sig. S/NS

10.11 98 .002 S

Source: Primary Data

S- Significant level at 5 percent level
INTERPRETATION:

T- Test is applied to find the significant difference between gender and satisfaction level of
the respondents towards use of google pay services. In the above table (t=10.11,
p=..002),there is significant difference between gender and satisfaction level of the
respondents towards use of google pay services .Since the significant value (p=.002) is lesser
than 0.05,hence the null hypothesis gets rejected.

INFERENCE AND DISCUSSION:

61
 There is significant difference between the gender and level of satisfaction
(p=.763) towards use of google pay. Thus, we can infer that the female prefers the
service most than men hence they are working more outside compared to male.

DIFFERENCE BETWEEN MARITAL STATUS AND LEVEL OF

SATISFACTION ON USE OF GOOGLE PAY

This part deals with the t-test to test the significant difference between marital status and
level of satisfaction on use of Google Pay.

Ho: There is no significant difference between Marital status and level of satisfaction
on use of Google Pay.

TABLE - 4.8.3

(a) DIFFERENCE BETWEEN MARITAL STATUS AND LEVEL OF

SATISFACTION ON USE OF GOOGLE PAY

DESCRIPTIVE STATISTICS

S. NO. GENDER N MEAN

1 Married 29 2.28

2 Unmarried 71 2.07

Source- Primary data

INTERPRETATION:

It is derived from the above table that the highest mean score of 2.28 belongs to Married
respondents and the lowest mean score of 2.07 belongs to Unmarried respondents.

TABLE - 4.8.4

(b)DIFFERENCE BETWEEN MARITAL STATUS AND LEVEL OF

SATISFACTION ON USING GOOGLE PAY –

T-TEST

t df Sig. S/NS

62
 .09 98 .766 NS

Source: Primary Data

S- Significant level at 5 percent level
INTERPRETATION:

T- Test is applied to find the no significant difference between marital status and satisfaction
level of the respondents towards use of google pay services. In the above table (t=.09, p=.766)
there is no significant difference between marital status and satisfaction level of the
respondents towards use of google pay services. since the significant value (p=.766) is greater
than 0.05,hence the null hypothesis is accepted.

INFERENCE AND DISCUSSION:

There is no significant difference between the marital status and level of

satisfaction (p=.766) towards use of google pay. Thus, we can infer that the married
person prefers the service most than unmarried. Hence, married person satisfied
most by using on google pay.

63
 CHAPTER V

64
FINDINGS, SUGGESTIONS, CONCLUSION

65
 CHAPTER V

FINDINGS, SUGGESTIONS AND CONCLUSION

5.1 FINDINGS

This chapter gives a summary of findings about the awareness and satisfaction
towards Google Pay users in Coimbatore city.

5.1.1 SIMPLE PERCENTAGE ANALYSIS

Simple percentage analysis reveals that

i. 62 per cent of the respondents are Female.

ii. 45 per cent of the respondents under the age group of 15 to 20 years.
iii. 66 per cent of the respondent’s educational qualification is under graduate.
iv. 71 per cent of the respondents are unmarried.
v. 59 per cent of the respondents are students.
vi. 48 per cent of the respondents are have monthly income below 15000.
vii. 56 per cent of the respondents are known the google pay by Friends and Relatives.
viii. 29 per cent of the respondents are preferred google pay by using for recharge mobile
balance.

5.1.2 CHI-SQUARE ANALYSIS

Cross Tabulation tables shows that the values are above 5 and the Chi-square analysis
reveals that there is a no significant relationship between Gender of the respondents and
transactions making per month. So, the null hypothesis is accepted.

5.1.2 FIREDMAN RANK TEST

Friedman rank test reveals that overall Fund Transfer is ranked First, Grievance
is ranked second, Mini statement is ranked third as the factor makes preference to Google pay
users.

66
5.1.3 ONE WAY ANOVA

All the Level of satisfaction towards use of google pay are no significance difference
between for age, occupation and monthly income. Hence, the hypothesis is accepted.

5.1.4 T-TEST:

All the level of satisfaction towards use of google pay significance difference
between for gender and satisfaction so the null hypothesis gets rejected and there is no
significance difference between marital status and satisfaction on use of google pay. So the null
hypothesis is accepted.

5.2 SUGGESTIONS

• Google pay users should never share their personal information like PIN numbers,
passwords etc, with anyone,
• PIN or password should not be stored, the PIN or passwords should be changed
frequently and memorized before destroying.
• Google pay users are advised not to provide sensitive account-related information
Over unsecured e-mails or over the phone.

• The risk of technological changes has to be carefully analysed. This is important to

update technologies and remain cost effective and customer friendly.

• Most of the people are not satisfied by using google pay so Google pay need to
improve the updates and to reach the people about the app.

5.3 CONCLUSION

Customers are increasingly given the opinion or are being asked to supply
Services for themselves through the utilization of Self-Service Technologies. It is Important
for providers to understand the awareness level of customers particularly the youngsters
since they are the target audience for every new technology. This study also proves that
every Respondent is having smart phone with them so it’s easy for the service Providers to
capture this age group. This study has made an attempt to find out the customer satisfaction
level towards google pay in Coimbatore city.

67
 BIBLIOGRAPHY

68
 BIBLOGRAPHY
BOOKS REFERRED

• Research methodology- methods and technique- C.R Kothari.

WEBSITES

• http://ijamtes.org/gallery/503.%20dec%20ijmte%20-%201349.pdf.
• http://sersc.org/journals/index.php/IJAST/article/view/22895.
• http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.252.6928&rep
=rep1&type=pdf.
• https://en.wikipedia.org/wiki/Google_Pay.
• http://ijrar.com/upload_issue/ijrar_issue_20542141.pdf.
• https://www.ijrte.org/wp-content/uploads/papers/v8i1/A3403058119.pdf.
• https://doi.org/10.5281/zenodo.583902.

REFERENCE

• RoopaliBatra, NehaKalra (2016) “Are Digital wallets The New currency?” A peejay
Journal of Management and Technology January 2016, Vol.

• DR.S. Manikandan*1, J. Mary Jayakodi 2, An Empirical Study on Consumers

Adoption of Mobile Wallet with Special Reference to Chennai City, International
Journal of Research -Granthaalayah, Vol.5 (Iss.5): May, 2017].

• Shivangi Jaiswal1, Pankaj Joge (2018) “A Study on Consumers Acceptance of

Mobile Wallet with Special Reference to Durg/Bhilai”. International Journal of
Advanced in Management, Technology and Engineering Sciences, Volume 8, Issue III,
MARCH/2018, page 1082-1093.

69
• Ipsita Agarwal (2020) “Mobile payments in India how google designed an app for
users from big cities to rural areas on device old and new”. Increment case study part
of issue 13 may 2020.

• Hema Shweta Rathore. “Adoption of digital wallet by consumers” BVIMSR s journal

of management research, 2016.

• Omkar Gheg, Saket Hegde. “A Comprehensive Study of Google Wallet as an NFC

Application”. International journal of computer application (0975 – 8887) Volume 58–
No.16, November 2016.

• Siddharth Kalra “Insights into the Use of UPI Payment Applications by Management
Students in India” International Journal of Advanced Science and Technology, 29(7s),
4081-4091. Vol. 29 No. 7s (2020): Vol 29 No. 7s (Special Issue).

• Ashish Baghla, “A STUDY ON THE FUTURE OF DIGITAL PAYMENTS IN INDIA

“[VOLUME 5 I ISSUE 4 I OCT. – DEC. 2018].

• R Ranjan, Kamal Anju “Perception of Smartphone users Towards Mobile Payment

System an Empirical Study” International Journal of Recent Technology and
Engineering (IJRTE) ISSN: 2277-3878, Volume-8, Issue-1, May 2019 424 Published
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A3403058119/19©BEIESP.

• Tansila, Ayaz Sayed, “A STUDY OF CUSTOMER SATISFACTION LEVEL AND

CUSTOMER PERCEPTION OF E-PAYMENT APP SERVICES WITH SPECIAL
REFERENCE TO PUNE CITY”. International Journal of Management, Technology
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 APPENDIX

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 APPENDIX

A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY

USERS IN COIMBATORE CITY

1.Name:

2.Gender

a) Male

b) Female

3.Age

a) 15 to 20yrs

b) 21 to 30yrs

c) 31 to 40yrs

d) 41 and above

4.Educational Qualification

a) School Level

b) Under-Graduation

c) Post-Graduation

d) others

5. Marital Status

a) Married

b) Unmarried

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6.Occupation

a) Self Business

b) Govt Employee

c) Private Employee

d) Student

7.Monthly Income

a) below 15000

b) 15001 – 25000

c) 25001 – 50000

d) above 50001

8.Do you aware of Google Pay?

a) Yes

b) No

9. If Yes, In which source do you aware of Googly pay?

a) Friends and relatives

b) Social Media

c) Advertisement

d) Others

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10. Google Pay is accepted everywhere?
a) Yes

b) No

11.On an average how much time a day you spend in using Google Pay?

a) Less than once

b) 1-2 times

c) 3-5 times

d) more than 5 times.

12.For Which you prefer to use Google Pay most?

[ ] Pay bills

[ ] Buy movie tickets

[ ] Recharge mobile balance

[ ] Transfer money

13.How many transactions do you make per month by Google Pay?

a) less than 2

b) 2-4

c) more than 4

14.Level of satisfaction towards use of Google Pay

Highly Satisfied Neutral Dissatisfied Highly

Satisfied Dissatisfied

74
 Recharge

Ticket
Booking

Bill
Payment

Online
Shopping

Money
Transfer

Hotel
Booking

Tansaction
speed

Safety and
security

Charges of
using google
pay

Convenience

15.Rank the level of awareness towards Google Pay facilities

1-NOT AWARE 2- SLIGHTLY AWARE 3- MODERATELY AWARE 4- VERY

AWARE 5 EXTERMELY AWARE.

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 Parameters 1 2 3 4 5

Mini statement

Show
transaction
history

Fund transfer

Bill payment

Rewards and
scratch card

Software issue

Grievance

16. Are the advertisement popping up on the Google Pay irritating you?

a) Yes

b) No

17.Would you recommend your friends and family to use Google Pay

a) Yes

b) No

c) Sometimes

18.Any suggestions for further improvement of Google Pay? --------------------------

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