CHAPTER-I

INTRODUCTION

Online payments refer to the electronic exchange of currency through the internet.
These payments usually consist of the transfer of monetary funds from a customer’s bank or
debit or credit card account, into the seller’s bank account, in exchange for products or services.
These funds can come directly from a customer’s credit card or checking account, or from an
online payment system that is linked to both the buyer and seller’s bank accounts.

Online payments are used by buyers of goods and services, and the sellers of those
goods and services. Several steps occur with the funds when they are transferred and received,
especially between the two parties, that often require different types of software to siuccessfully
facilitate the transaction.

Online payments are transactions that happen online or through other digital platforms
without a physical exchange of money. This indicates that both the payer and the payee exchange
money electronically.

Online payment allows you to pay money via the internet. Buyers will use this type of
payment when they purchase goods online or offline. They can use different types of online
payment methods, including debit/credit cards, wire transfers, net banking, and digital wallets.
Online payments can be done at the discretion of consumers. They can pay online to e-commerce
stores to buy clothing or other items, subscriptions, mobile, DTH recharges, etc.

Four entities will be involved in the online payment process, such as the consumer,
merchant or business, the consumer's bank, and the bank of the merchant or business. Although,
more than one entity is involved during the online payment process, the entire process is
electronic and completed within seconds.
 With the advent of the internet, online payments have become extremely popular among
buyers and sellers, owing to their benefits. They help consumers considerably save much of their
time, allowing the process to be completed quickly and efficiently. Buyers do not need to handle
physical cash, as online payments allow them to make cashless purchases. Consumers can buy
their preferred goods and pay for them with the greatest security by propelling a payment
confirmation message to consumers.

We now have various online payment options available in India due to the
implementation of Cashless India. Some techniques have been in use for over ten years, while
others have only lately gained popularity.

Cards

As an alternative to cash payments, Indians frequently utilise debit/credit cards, prepaid

cards, or banking cards. In 1981, Andhra Bank introduced the country’s first credit card.

Cards are preferred for a variety of factors, including but not exclusive to mobility,
convenience, safety, and security. This is the only type of digital payment that is widely used for
both online and offline transactions. Numerous applications, like Cred, Square, etc., are released
solely for managing card transactions.

Unified Payments Interface (UPI)

A payment system called UPI combines many bank accounts into a single application to
make it simple to transfer money between any two parties. UPI is significantly more defined and
standardised across banks than NEFT, RTGS, and IMPS. You may start a bank transfer via UPI
from any location with only a few clicks.

The advantage of using UPI is that you can make payments directly from your bank
account without entering your card or bank information. In 2020, this method became one of the
most widely used digital payment methods, with more than 2 billion transactions recorded in
October.
Mobile wallets

Mobile wallets are a type of wallet where you can carry cash in a digital format, as the
name implies. Customers frequently connect their bank accounts or credit cards to the wallet to
enable safe online transactions. Adding funds to a mobile wallet and then transferring funds
using that amount is another way to use wallets.

These days, numerous banks have introduced their wallets. Famous private companies
have also made their presence known in the mobile wallet market.

Online banking

Customers of a specific bank are given the option to perform transactions and engage in
other financial activities online through internet banking, sometimes referred to as e-banking or
online banking, on the bank’s website. To make or receive payments online and to access a
bank’s website, which is known as Internet Banking, you need a reliable internet connection.

The majority of Indian banks have now made their internet banking services available. In
India, a virtual banking option is available on every payment gateway. It has grown to be one of
the most widely used methods for making purchases online. Some of the most popular methods
for doing transactions via internet banking are NEFT, RTGS, or IMPS.

CUSTOMER SATISFACTION

Customer satisfaction from a service based on whether their need is met effortlessly, in a
convenient way that makes them loyal to the firm. Hence, customer satisfaction is an important
step to gain customer loyalty.
 Customer satisfaction indicates the fulfillment that customers derive from doing business
with a firm. In other words, it’s how happy the customers are with their transactions and overall
experience with the service.

STATEMENT OF THE 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-payments apps, delay in confirmation of order, security transactions,
connectivity and services quality. Therefore, in this research it is very important to identify yje
customer’s level of satisfaction and perception on the usage and adoption of e- payment app
services.

SCOPE OF THE STUDY

The aim of the study is to determine the satisfaction of customer’s in using Google pay.
The study covers user’s opinion about level of satisfaction, problems faced by the respondents
and also factors influenced them while using the Google pay. This study is confined to analysis
the Google pay.

OBJECTIVES OF THE STUDY

The following are the objectives of the study

 To study the socio-economic profile of the respondents.

 To know the profile of the different modules of Google pay.
 To ascertain the satisfaction level of the respondents.
 To analyze the different payment preferred by the customers.
 To study the factors influencing the customers performance and usage.
 To identify the problem faced by the respondents while using Google pay.
 To bring the summary of findings and suggestion based on the research study.

RESEARCH METHODOLOGY

Research methodology is a systematic way to solve research problems.

SOURCES OF DATA

I.Primary data

The primary data are those which are collected a fresh and for the first time and thus
happen to be original character.

II.Secondary data

Secondary data were also collected in journals, newspapers and magazines and textbooks
from related studies.

SAMPLE DESIGN

For the purpose of the study 120 respondents are selected and data were collected through
questionnaire. For the purpose of selection of respondents convenient technique was adopted
with care was taken to the sample are unbiased.

SAMPLE SIZE

The size of sample is 120 respondents.

AREA OF THE STUDY

The study is confined into Dharapuram town.

TOOLS AND TECHNIQUES

The following statistical tools are used in the study for the purpose of analysis.

1. Percentage analysis
2. Weighted score analysis

PERCENTAGE ANALYSIS

Percentage analysis refer to special kind of radio, percentage are used in making
comparison between two or more series of data. Percentages are used to describe relationship.
The percentage reduced everything to a common base and there by allow meaningful comparison
to be made.
 No.of. Respondents

Percentage= ______________________ X 100

Total no.of Respondents

WEIGHTED SCORE ANALYSIS

In this method the weight of the various aspects or factor are obtained by the multiply the
rank given the frequency, it given the weighted score. On the basis of the weighted score the
rank will be given like.

1st rank – 5 scores

2nd rank – 4 scores

3rd rank – 3 scores

4th rank – 2 scores

5th rank – 1 scores

LIMITATIONS OF THE STUDY

 The sample size is restricted to 120 respondents.

 Due to limited availability of time, the respondents from the city of Dharapuram is
selected, thus it cannot be claimed to be a comparative study of the population.
 Working of Google pay depends upon the availability of fastest networks.
CHAPTER SCHEME

The study has been presented in five chapters, which are described below.

CHAPTER I- INTRODUCTION OF THE STUDY

The first chapter deals with Introduction, statement of the problem, scope of the study,
objectives of the study, methodology of the study and limitations of the study.

CHAPTER II-REVIEW OF LITERATURE

The second chapter reveals the review of literature.

CHAPTER III- PROFILE OF THE COMPANY

The third chapter reveals the profile of the company.

CHAPTER IV- DATA ANALYSIS AND INTERPRETATION

The fourth chapter deals with the data analysis and interpretation of the collected data.

CHAPTER V- FINDINGS, SUGGESTIONS AND CONCLUSION

In this chapter, the results of the study have been summarized as findings, suggestions and
conclusion.