“A STUDY ON COMPARISON OF CUSTOMER

SATISFACTION AMONG THE USERS OF DIFFERENT

MOBILE PAYMENT SYSTEMS” WITH
SPECIAL REFERENCE TO

Project Submitted to the Mahatma Gandhi University, Kottayam in partial

fulfillment of the Requirement for the Award of the Degree of CBCS Model 1 B.com
Degree Programme

Under the guidance of

(Assistant Professor)

(Affiliated to Mahatma Gandhi University, Kottayam, Kerala)

2020-2023
COLLEGE OF ARTS AND COMMERCE, CHUTTIPARA, PATHANAMTHITTA
(Affiliated to MG University, Kottayam)

CERTIFICATE

This is to certify that the project report entitled as “A STUDY ON COMPARISON OF

CUSTOMER SATISFACTION AMONG THE USERS OF DIFFERENT MOBILE
PAYMENT SYSTEMS” WITH SPECIAL REFERENCE TO
PATHANAMTHITTA DISTRICT
 DECLARATION

We, hereby declare that the project report entitled A STUDY ON COMPARISON OF
CUSTOMER SATISFACTION AMONG THE USERS OF DIFFERENT MOBILE
PAYMENT SYSTEMS as a part of our curriculum for the partial fulfillment of the Bachelor
Degree of Commerce in Mahatma Gandhi University, Kottayam is a reward of bonafide
record work carried out under the supervision of Asst. Prof. LAKSHMI S KUMAR,
Department of Commerce, Collage of Arts and Commerce, Chuttippara, Pathanamthitta.

We hereby declare that, to the best of our knowledge this has not been previously
presented for the award of the degree or diploma.

Place:

Date:

ACKNOWLEDGEMENT

During the course of the present study, we received help from many individuals and source.
We wish to express our deep sense of gratitude to all those who contributed directly or
indirectly to complete our project work.

We are greatly indebted to our Principal, for providing all the required facilities for
completing the project work.

We take this opportunity to express our heartfelt thanks to gratitude to Asst. p, head of the
Department of Commerce, for the valuable support and guidance.

We are thankful to our guide Asst., for the keen interest and continuous encouragement,
which had inspired us throughout the study.

Above all we thank God “Almighty” for the benevolence he has show to use for the
successful completion of this project.

2
Date:

Place:

TABLE OF CONTENT

CHAPTER CONTENTS PAGE NO

LIST OF TABLES

LIST OF FIGURES

CHAPTER 1
1-6
INTRODUCTION

CHAPTER 2
REVIEW OF LITERATURE 7-11

CHAPTER 3 12-16
THEORETICAL
REVIEW

CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION 17-39

CHAPTER 5
FINDINGS, SUGGESTIONS
& CONCLUSION 40-44

3
 45-46
BIBLOGRAPHY

ANNEXURE
47-53

4
 LIST OF TABLES

TABLE
TITLE PAGE NO:
NO:
4.1 Gender wise respondents in study 18

4.2 Residence group of study 19

4.3 Current status group of study 20
4.4 Age group of the respondents in the study 21
Opinion about using e- payment application
4.5 22
4.6 Opinion about payment facility preferred most 23
Duration of usage of mobile payment system
4.7 24
Usage of different payment system by respondents
4.8 25
Opinion about e- payment application helps in
4.9 26
COVID-19 situation
Opinion about faced hurdle in e- payment
4.10 27
Opinion about causes of e- payment failure
4.11 28
Opinion about advantages of using e-payment system
4.12 29
Purpose of usage of mobile payment system
4.13 30
Opinion about most important requirements for using
4.14 31
e- payment
Opinion about consumer satisfaction level
4.15 32
Opinion about using mobile payment in future
4.16 33
Opinion about expected in payment app to come with
4.17 34
new features in future
Whether respondents of can without conventional
4.18 35
banking
Opinion about recommend in mobile payment tothers
4.19 36
Opinion about expected in new features in currently
4.20 37
Opinion about continue using e- payment transaction
4.21 38
Opinion about satisfied in e- payment
4.22 39
 LIST OF CHARTS

FIGURE
TITLE PAGE NO:
NO:
4.1 Gender wise respondents in study 18

4.2 Residence group of study 19

4.3 Current status group of study 20

4.4 Age group of the respondents in the study 21

Opinion about using e- payment application

4.5 22
4.6 Opinion about payment facility preferred most 23
4.7 Duration of usage of mobile payment system 24

Usage of different payment system by respondents

4.8 25
Opinion about e- payment application helps in
4.9 26
COVID-19 situation
Opinion about faced hurdle in e- payment
4.10 27
Opinion about causes of e- payment failure
4.11 28
Opinion about advantages of using e-payment system
4.12 29
Purpose of usage of mobile payment system
4.13 30
Opinion about most important requirements for using
4.14 31
e- payment
Opinion about consumer satisfaction level
4.15 32
Opinion about using mobile payment in future
4.16 33
Opinion about expected in payment app to come with
4.17 34
new features in future
Whether respondents of can without conventional
4.18 35
banking
Opinion about recommend in mobile payment to others
4.19 36
Opinion about expected in new features in currently
4.20 37
Opinion about continue using e- payment transaction
4.21 38
Opinion about satisfied in e- payment
4.22 39
 CHAPTER -1
INTRODUCTION

College of Arts and Commerce , Chuttippara 1

 1. INTRODUCTION

Invention of computer in 1960’s and later, introduction of world wide web (www) in 1989
led to revolutionary changes in electronic payment system. As electronic payment systems
evolved, payment process was minimized to just a few simple steps, which can be done at
remote locations away from the bank.

Cash is the de-facto mode of payment across the globe. More than 95% of the transactions in
India are still cash-based. Other modes of payment, specially digital payments, have grown
steadily for the past many years. While Credit and Debit cards are the most popular cashless
modes of payment introduced more than 3 decades ago in India, the adoption is still slow and
steady. There are challenges in adoption due to lack of infrastructure, connectivity and POS
machines. The penetration is low amongst small ticket merchants as well as tier-2,tier-3
cities since banks lack the will to promote POS adoption for small businesses.

With each passing year, a lot of new solutions are added to the e-payment process, which is
stimulating e-commerce growth. Since the first decade of 21st century, global giants like
amazon pay and Payu are in the field. In 2010,Indian entrepreneurs developed Paytm, which
has evolved into various fields of cashless transaction. Though Google Pay came into the
field later, their operations are increasing at breath taking speed. Google had the advantage
of being the largest net browser company and they are a household name all over the world.

Demonetization disrupted the cash economy for a while with a rise in digital payments.
Digital payments growth has been accelerated by 6 years due to demonetization . Since then
, the cash is back , but mobile payments are being used twice as much . Currently, less
than 5 percentage of the transactions are cashless and there has been a strong push by the
government for digital payment by promoting mobile-based payment methods like USSD as
well as Adhar based payments like AEPS and mobile ATMs. There are plenty of cashless
payment options that have grown in last 3 years – like UPI, Net banking , Open banking apps,
USSD , AEPS etc. The driving force in the evolution of the payment system has been the need
to give users the ease of doing it as it directly affects the purchase pattern of a customer.

College of Arts and Commerce , Chuttippara 2

 It is because of this reason that Mobile wallets like Jio pay, Amazon Pay, Google Pay, Yono
SBI have become the forerunners of the digital payment industry. While these wallets are
penetrating into very small businesses and non-tier-1 cities initially with their cash-backs,
they have innovated and provided easy user experience that needs minimum learning by a
user. For example, payment via scanning a QR Code or simply entering merchant’s mobile
number is easy. Sending money to a friend to clear debts is just a click-or-two away. To add
on to this, apart from simplifying payments, the value added services like bill payments,
ticket booking provided by these wallets have made them the preferred payment option of
the savvy Indian consumer.

Demonetization gave big momentum to the growth of e-payment systems in India. But even
now only small percentage of consumers have cashless transactions. E-payment systems are
generally simple to operate, efficient and at the same time secure also.

College of Arts and Commerce , Chuttippara 3

 1.2. STATEMENT OF THE PROBLEM

Traditionally, purchase of goods involved transfer of physical cash from the buyer to the
retailer. With the introduction of debit/credit cards, cashless transactions could be done
electronically, at least in many of the supermarkets and shops. But for smaller vendors like
vegetable sellers and for those who do door to door sale of fish, there were logistical issues.
With the evolution of e-payment portals like Google Pay, amazon pay, Paytm cash
transactions could be done with smart phones, by the click of a button and thus the
transactions are simple, cashless and are available for local vendors at the Point Of Sale
(POS).

1.3. SCOPE OF THE STUDY

Study is planned to know what percentage of sample population is using the e-

payment services. Over last two decades, e-payment has tremendously changed the
way we do business. By doing this comparative study, we get the level of satisfaction
achieved by customers, using different e- payment portals.

College of Arts and Commerce , Chuttippara 4

 1. 4. OBJECTIVES OF THE STUDY

1.4.1 To study usage of e-payment systems for business transactions in the sample

population.

1.4.2 To identify the satisfaction level of customers, using e-payment systems.

1.4.3 To identify the reasons for preference of e-payment system over

traditional payment method.

1.5 RESEARCH DESIGN

1.5.1 Nature of Study: Study is descriptive in nature.

1.5.2 Nature of Data: Both primary and secondary data were used.

1.6 SOURCES OF DATA

a) Primary data: Questions were designed in a systematic manner, covering adequate and
relevant aspects of the study. Survey was done with the help of online
questionnaire.

b) Secondary data: Secondary data was collected from books, journals and websites.

1.7 SAMPLE DESIGN

1.7.1 Nature of Population: Mostly middle class population.

1.7.2 Sample Unit: Sample unit is of 50 people.

1.7.3 Method of sampling: Convenience sampling is used in this study.

(Non- probability method)

1.7.4 Size of Sample: Sample of 50 respondents ,mostly comprising of college

students and also members of middle class families from pathanamthitta
district.

College of Arts and Commerce , Chuttippara 5

 1.8 TOOLS FOR ANALYSIS

Following tools are used in the study

-Percentage

-Charts: Bar diagram, pie chart

1.9 LIMITATIONS OF THE STUDY

1. For a facility like e-payment services, which is used by large percentage of

population, sample size should have been larger to get a more accurate

result

1.10 CHAPTERIZATION

CHAPTER 1:In this chapter, it includes introduction, statement of the problem, scope of
the study, objectives of the study, research design, sample design, tools for analysis and
limitations of the study.

CHAPTER 2:In this chapter, it specifies conceptual review and empirical literature.

CHAPTER 3:This chapter Theoretical review

CHAPTER 4:In this chapter, the data analyzed in a detailed manner. The data are
represented in bar chart and pie chart

CHAPTER 5:Findings and conclusion from the data analyzed are represented in

this chapter.

College of Arts and Commerce , Chuttippara 6

 CHAPTER -2
REVIEW OF LITERATURE

College of Arts and Commerce , Chuttippara 7

 2. Review of Literature

 (Nimako et al; 2012) conducted a study named “A evaluation investigation of customer

satisfaction with administration conveyance of mobile media transmission networks in
Ghana” with the goal to survey and break down consumer satisfaction with administration
conveyance of different versatile broadcast communication inside Ghana. The finding
showed that, independent of versatile telecom networks in Ghana; consumer satisfaction
was discovered to be low; neither equivalent to nor superior to want and desire for the
client. The study inferred that general consumer satisfaction was altogether extra ordinary
among versatile media transmission in Ghana.

(Chatargee, 2010) entitled "An investigation of Market Share and factor influencing the
decision of cell specialist co-op among youthful age gathering of Kolkata" recognized the
most significant and least significant component influencing decision of specialist
organization working in Kolkata The outcome uncovered that the variables like great
organization inclusion and family or companions using a similar organization are of most
extreme significance to the clients while the proposal of free association with the handset
being the least significant one.

(Paulrajan and Rajkumar, 2011)Did a study under title “Administration Quality and
Customers Preference of Cellular Mobile Service Providers” uncovered that, purchase
recognition is broadly fluctuated as per the correspondence quality, call administration,
Offices, value, client, care and specialist co- op’s trait.

(Chaudhari and Ambekar, 2013) Did a study with the title “ Client preferences towards
different mobile services provides” demonstrated that in India, various cell organization are
contending to offer effective and quality types of assistance to their clients. The study
concludes that customers lean towards a specific cellphone specialist
Co-op based available to come into works levies, network inclusion, esteem include
administration and the purchasers exceptionally impacted by there relatives.

College of Arts and Commerce , Chuttippara 8

  ( Egena, 2013) Conducted an investigation named “ Consumer satisfaction in mobile
Telephony: Analysis of significant Telecommunication services provides in Nigeria”.
The investigation likewise demonstrated a negative relationship between exchanging
expectation and consumer satisfaction.

 (Pandiya et al., 2012) Did an investigation with the title “ An investigation of

consumer satisfaction on telecom specialist organization” for evaluating the consumer
satisfaction versatile specialist organization and how the clients are profited in clinical
understudy. Nonetheless, the client has indicated a level of disappointment with
administration nature of organization, talk time, association charge, simple accessibility
of energized coupon, simple accessibility of retailer moving revival voucher.

 (Doan, 2014) He directed an investigation to comprehend buyer reception on mobile

wallets in the Finland region: The investigation gauges the economic situation of
versatile wallets clients. Study inferred that the trust factor uncovered the positive or
negative effect on appropriation client, contingent upon the client satisfaction and
client’s circumstance.

 (Dr Pallavi.P & Meenal.A, 2018) studied the frequently used electronic payment
system by the e-commerce users of Indore Division.It was found from the study that
Debit card is the most frequently used e-payment system amongst the e-commerce
users.Net banking is second most frequently used type of electronic payment
system.E-cash/E-wallet like Paytm etc is third type of e-payment system which is
used amongst the e-commerce users of e-payment system.Lastly,Credit card is the
least used type of e-payment system amongst the e-commerce users. The study
addresses the primary concerns of the e- commerce users of different types of
electronic payment system and targeting the broader segment of potential customers
to use the different types of electronic payment system.

College of Arts and Commerce , Chuttippara 9

  (Dr.S.Manikndan & J.Mary , 2017)in their study in Chennai city showed mobile
wallet usage awareness was spreading among the people in India due to government
policy of demonetization.The security issues are tight and reduced risk factors will
automatically increase the adoption of mobile wallet.Apart from these issues the
convenience and ease of use has gained popularity for mobile wallet and it can be
concluded that there will be a tremendous growth in adoption of mobile wallet in the
forthcoming years.

 (Dr.Sangeetha & K.Myilswamy, 2020) on their study on electronic banking in people

around Coimbatore showed that the technology is useful to customers as well as
banks and other organizations.To increase efficiency ,service quality of banks ,safety
and integrity, E-Banking can be used in a rightful way.Based on the results,there is no
significant difference between personal factors like age, profession,annual income and
category of the bank chosen and the satisfaction level of the customers.Also there is no
significant difference between personal factors like age,profession,annual income and
category of the bank chosen and the problems of E-Banking services.The result of the
study shows that customers are using only few facilities of various E-Banking services
available.

 (Khan et al, 2017) examined that a better integration of online payment systems with
the present financial and telecommunication infrastructure was needed for a
prosperous future of this payment mode. They also found that future work may be
directed towards the legislation of various factors responsible for contributing in the
effective adoption of online payment systems all over the world.

 (Javed Anwar, 2017) direct comparison between Google Tez and Pay tm is not easy
because both of them work differently. Google Tez connects to your bank accout using
Indian government Unified Payment Interface(UPI),which is an interface that allows
money to be moved from almost any bank account in India to any other account
immediately and in real-time. When the user installs Paytm,he or she also has to create
a Paytm account. This account then becomes an e-wallet where certain amount of
money(the monthly limit for regular users is Rs 20,000)can be kept.This e-wallet,
once the money is gone, has to be recharged using a debit card, credit or through

College of Arts and Commerce , Chuttippara 10

 Paytm authorised recharge points.

 (Sanchita Dash, 2020) Google Pay has taken a comfortable lead in India’s payments
market over rivals like PhonePe, Amazon Pay,and a one-time market
leader,Paytm.However, for Google,the up and coming Whatsapp Pay may prove to be
the real challenge.Google Pay had 75 million transacting users in May 2020,while
PhonePe had 60 million users and Paytm had 30 million.

 (Rakuten, 2020)According to a survey conducted by Rakuten Insight in India, a large

share of respondents between 16 to 54 years of age stated to have frequently used
some form of e-payment method as of February 2020.Around 30 percent of
respondents between 16 to 34 years of age stated that they used electronic payment
methods everyday, where as only six percent of respondents who were 55 years or
older used e-payment methods daily in India.

College of Arts and Commerce , Chuttippara 11

 CHAPTER -3
THEORETICAL
REVIEW

College of Arts and Commerce , Chuttippara 12

 3. Introduction

Speed of evolution of mobile digital payments is unmatched in the history of payment

system.Important catalysts in this unparalleled changes are the computerisation of
banking system,introduction of internet in late 1980’s and the universal use of mobile
phones.Ease of use,speed of operation and secure nature of transactions made the system
to thrive.As years go by,people want their transactions to be faster and safer and the
systems are evolving all the time.

Over the last decade,many online business companies,banks,start ups and even net
browser company like Google have come up with apps for digital transactions.Most of
these transactions are free of cost.

For online business giant like Amazon,payment system made the process of purchase and
transfer of cash made very easy.For internet search engine company Google,it is a means
of maintaining their brand name.Since the brand Google is a popular household
name,customer base is increasing in geometric progression.

Last decade has also seen the introduction and increasing popularity of mobile payment
systems like Paytm,Phonepe in India.Now almost any transactions like cash payment on
purchase,bill payment,transfer of cash or paying for your train or cinema tickets can be
made through digital system.

Competition in this field is fierce and cut throat and the Indian start up companies will
find it difficult to survive and to make profit.Hopefully,this study will throw some light
on the usage of e-payment systems in Kerala and also will find out the customer
satisfaction with the usage of cashless payment systems.

College of Arts and Commerce , Chuttippara 13

 Top 10 Digital Payment System in India 2023

Consequently, the digitized payment habits of Indian consumers and retail providers
have led to an influx of diverse payment solution within the country. Digital payment
solutions are a reliable alternative to traditional cash and cheque payments and are
becoming a new countrywide norm. Astronomic adoption of digital payment solutions
and gateways has led experts to theorize that the country will spend $1 trillion in mobile
by the year 2023.

1.Google Pay (formerly known as Tez)

As its part of the Google ecosystem,they have scaled up their use base quickly,despite
being a late entrant.It is currently the No.1 digital wallet and one of the top online
payments apps in India.With Google Pay we can send money to friends,pay bills and buy
online,recharge your phone-all via UPI and directly from bank account.Since Google Pay
works with existing bank account ,which means money is safe with the bank.There’s no
need to worry about reloading wallets and we don’t need to do additional KYC-which is
required for all the other apps.We can also earn scratch cards and other rewards,with the
cashback directly being transferred into the bank account. Now we can also recharge
mobile or monthly utility bills.Since the introduction of UPI,wallets have become very
popular with users preferring account to account transfer via UPI.

2.PhonePe(earlier part of Flipkart)

Next in the list of top online payment apps in India is PhonePe.PhonePe started in 2015
and in just 4 years it has been able to cross the 100 million download mark.From UPI
payments to recharges,money transfers to online bill payments,we can do it all on
PhonePe.Its got a very good user interface and is one of the safest and fastest online
payment experience in India.

College of Arts and Commerce , Chuttippara 14

 3.YONO SBI
YONO (You Only Need One) is an automated digital banking platform provide by State
Bank of India (SBI) that enables users to access a range of financial and other services such
as flight, rail, bus and taxi tickets, online shopping, or medical bill payments. YONO is
available as an Android and IOS mobile app. Arun Jaitlely, India’s finance minister,
introduced YONO on Friday, November 24, 2017. YONO provides services from over 100
e-commerce firm including online shopping, travel booking, taxi booking, train ticket,
movie ticket, online education and exclusive discount at retail stores.

4.BHIM Axis Pay

BHIM Axis Pay is a UPI banking app that lets transfer of money instantly to anyone
using just a smartphone.It can also make online recharges to a prepaid mobile and DTH
set-top boxes directly from the app.

5.PayTM

PayTM is one of the largest mobile commerce platforms and one of the top online
payments apps in India, offering its customers a digital wallet to store money and make
quick payments. Launched in 2010,this e-wallet app works on a semi-closed model
and has a mobile market,where a customer can load money and make payments to
merchants who have operational tie-ups with the company.It was originally the No.1
digital wallet in India before UPI being introduced.Apart from making e-commerce
transactions,this e- wallet app can also be used to make bill payments,transfer money and
avail services from merchants from travel,entertainment and retail industry.They also
have UPI enabled payments.

6.My Jio

On August 19, 2015 Reliance Industries received a license to run a payment bank from the
Reserve Bank of India under Section 22 (1) of the Banking Regulation Act, 1949. On
November 10, 2016, it registered as a public limited company to set up a payment bank. On
April 3, 2018, Jio Payments Bank become the sixth payment bank to commerce
operations in India.

College of Arts and Commerce , Chuttippara 15

 7. Canara ai1

Canara bank launched Canara ai1, its mobile banking app. The banking app would be a one
stop solution with more than 250 features to cater to the banking needs of its customers. It
is aimed to eliminate the need to have multiple mobile apps working in silos for availing
different specific services. The app is available in 11 languages to cater to multiple section
of society in their preferred language.

8.BharatPe

BharatPe is truly an ‘Indian’ leading fintch company, a pioneer in UPI payments and digital
money lending for merchants. We empower he merchants to accept payments from any UPI
payments app for ‘FREE’ through a single BharatPe QR code. BharatPe makes payment
acceptance simple by offering merchants a single interface for all UPI apps.

9.PAYPAL

Since 1998, PayPal has been giving consumers alternative ways to make purchases and
send and receive money online. PayPal lest you pay for things online with a bank account
instead of a credit card and keeps your payment information hidden from merchants.it also
makes sending money easy and, in most cases free. PayPal has essentially made check and
costly wiere transfer services obsolete.

10.Amazon Pay

Amazon Pay is an online payments processing service that is owned by Amazon.It is also
a top online payment app in India and the global market.Launched in 2007 globally and
in India in 2017,Amazon Pay uses the consumer base of Amazon and focuses on giving
users the option to pay with their Amazon accounts on external merchant
websites,including apps like BigBazaar etc.We also get to shop on Amazon using
Amazoon Pay.Amazon Pay has also tied up with fintech companies such as ZestMoney
to enable no-cost EMI payment options on its platform.This makes it easy for consumers
to purchase products on Amazon and pay for it through affordable monthly instalments.

College of Arts and Commerce , Chuttippara 16

 CHAPTER - 4
DATA ANALYSIS
AND
INTERPRETATION

College of Arts and Commerce , Chuttippara 17

 4. DATA ANALYSIS AND INTERPRETATION

Total of 50 respondents completed the online survey and all of them were using mobile
payment systems.

Table. 4.1: Gender wise respondents in study

Gender No. of Responds Percentage

Male 35 70%
Female 15 30%
Total 50 100%

Figure. 4.1: Gender wise respondents in study

80%

70%

60%

50%

40%

30%

20%

10%

0%
Male Female

INTERPRETATION:
From the figure, it is analyzed that majority of the respondents are male(70%)and
female respondents were few compared to male(30%).

College of Arts and Commerce , Chuttippara 18

 Table 4.2: Residence group of study

Residence No. of Responds Percentage

Urban 15 30%
Rural 30 60%
Semi urban 5 10%
Total 50 100%

Figure 4.2: Residence group of study

Percentage
70%

60%

50%

40%

30%

20%

10%

0%
Urban Rural Semi urban

INTERPRETATION:
From the figure, it is analyzed that the majority of the respondents are rural
60%, followed by residence urban 30% and semi urban 10%.

College of Arts and Commerce , Chuttippara 19

 Table. 4.3: Current status group of study

No of respondents Percentage
Student 20 40%
Working 25 50%
Other 5 10%
Total 50 100%

Figure. 4.3: Current status group of study

60%

50%

40%

30%

20%

10%

0%
Student Working Other

INTERPRETATION:
From the figure, it is analyzed that the majority 50% consumers are working,
Followed by 40% consumers are students and others are 10%.

College of Arts and Commerce , Chuttippara 20

 Table 4.4 : Age group of the respondents in the study

Age group Number Percentage

20 or less 15 30%
21-40 30 60%
41-60 5 10%
Total 50 100%

Figure 4.4: Age group of the respondents in the study

70%

60%

50%

40%

30%

20%

10%

0%
20 or less 21-40 41-60

INTERPRETATION:

From the above information, 30% of the respondents are of age 20 or less,60%
Are age between the age of 21-40 ,10% of consumers are of age between the 41-60.

College of Arts and Commerce , Chuttippara 21

 Table 4.5 Opinion about using e- payment application

Option No. of Respondents Percentage

Yes 35 70%
No 15 30%
Total 50 100%

Figure 4.5 Opinion about using e- payment application

80%

70%

60%

50%

40%

30%

20%

10%

0%
Yes No

INTERPRETATION:

From the above graph Majority of the study participant 70% were using

e- payment application, and other participants 30% does not using e payment.

College of Arts and Commerce , Chuttippara 22

 Table 4.6 Opinion about payment facility preferred most

Option No . of respondents Percentage

Traditional Payment 40 80%
Electronic payment 10 20%
Total 50 100%

Figure 4.6 Opinion about payment facility preferred most

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
Traditional Payment Electronic payment

INTERPRETATION:
From the above graph it is found that 80% of consumers are mostly preferred

in traditional payment,20% of consumers preferred in electronic payment.

College of Arts and Commerce , Chuttippara 23

 Table 4.7 Duration of usage of Mobile Payment Systems

Duration of usage Number Percentage

Less than 3 months 0 0%
3 to 6 months 2 4%
7 to 12 months 7 14%
0-2 years 15 30%
More than 2 years 26 52%
Total 50 100%

Fig 4.7 Duration of usage of Mobile Payment Systems

Percentage
60%

50%

40%

Percentage
30%

20%

10%

0%
Less than 3 3 to 6 months 7 to 12 months 0-2 years more than 2
months years

INTERPRETATION:

From the following graph, there was no respondents who are less than 3 months, 4% of the
respondents using e- payment in 3 to 6 months,14% of respondents 7 to 12 months,30% of
respondents 0-2 years,52% of the respondents in more than 2 years.

College of Arts and Commerce , Chuttippara 24

 Table 4.8 Usage of different Payment Systems by Respondents

Payment Applications Number Percentage

Google Pay 20 40%

Paytm 10 20%
Amazon 8 16%
Bhim Axis Pay 2 4%
Canara ai1 4 8%
YONO SBI 2 4%
PayPal 1 2%
Other 3 6%
Total 50 100%

Figure 4.8 Usage of different Payment Systems by Respondents

Google pay
Paytm
Amazon
Bhim Axis pay
Canara ail
YONO SBI
Paypal
Others

INTERPRETATION:
Among the study participants highest number were using Google pay in
40%,paytm 20%,16% of Amazon, 4% of Bhim Axis pay, 8% of Canara ail,
4% of YONO SBI, 2% of paypal and other respondents in 3%.

College of Arts and Commerce , Chuttippara 25

 Table 4.9 Opinion about e- payment application helps in COVID-19 situation

Option No. of. Responds Percentage

Yes 45 95%
No 5 5%
Total 50 100%

Figure 4.9 Opinion about e- payment application helps in COVID- 19 situation

INTERPRETATION

Yes
No

INTERPRETATION:

From the above information, 95% of respondents that e- payment helps in COVID-19
Situation,5% of consumers responds that e- payment does not helps in COVID-19
situation

College of Arts and Commerce , Chuttippara 26

 Table 4.10 Opinion about faced hurdle in e- payment

Option No. of responds Percentage

Yes 35 70%

No 15 30%

Total 50 100%

Figure 4.10 Opinion about faced hurdle in e- payment

80%

70%

60%

50%

40%

30%

20%

10%

0%
Yes No

INTERPRETATION:

From the above following 70% of consumers respondents that faced in hurdle
situation in using e-payment ,30% consumers does not face hurdle.

College of Arts and Commerce , Chuttippara 27

 Table 4.11 Opinion about causes of e payment failure

Option No. of Respondents Percentage

Hacking 0 0%
Server down 22 44%
Faulty internet connection 28 56%
Total 50 100%

Figure 4.11 Opinion about causes of e payment failure

Percentage

Hacking
server down
Faulty internet connection

INTERPRETATION:
From the above graph found that of consumers ,there were no respondents in

causes of Hacking, 44% of consumer faced server down, 56% respondents in

faulty internet connection

College of Arts and Commerce , Chuttippara 28

 Table 4.12: Opinion about advantages of using e- payment system

Advantages Number of Responds Percentage

Convenience 20 40%
Efficiency 15 30%
Low risk 5 10%
Fast transaction 8 16%
Other 2 4%
Total 50 100%

Figure 4.12: Opinion about advantages of using e- payment system

Percentage
45%

40%

35%

30%

25% Percentage

20%

15%

10%

5%

0%
Convenience Efficiency Low risk Fast transaction Other

INTERPRETATION:
From the above figure peoples used in e payment application for the advantages of
Convenience (40%), Efficiency (30%), Law risk (10%), Fast transaction (16%),
and others (4%).

College of Arts and Commerce , Chuttippara 29

 Table 4.13: Purpose of usage of mobile payment system

Options No. of Percentage

respondents
Paying in store after purchase 8 16%
For online shopping 15 30%
To pay bill 20 40%
To buy tickets 6 12%
Transferring money to another person 1 2%
Total 50 100%

Table 4.13: Purpose of usage of mobile payment system

percentage
40%
30%
20%
10%
0% percentage
ll

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as

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ch

op

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er
ur

To
sh

bu

rp
p

ne
er

To

he
nli
aft

ot
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an
Fo
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to
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an
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INTERPRETATION:
From the figure it has observed ,16% consumers using payment in paying in

store after purchase, 30% of consumers using in for online shopping, 40% for to

pay bill, 12% of buy ticket, 2% of transferring money to another person.

College of Arts and Commerce , Chuttippara 30

 Table 4.14: Opinion about most important requirement for using e- payment

Important Requirements Number of responds percentage

Security 15 30%
Reliability 5 10%
Flexibility 7 14%
24*7 transfers 13 26%
Speed 10 20%
Total 50 100%

Figure 4.14: Opinion about most important requirements for using e- payment

Percentage

Security
Reliability
Flexibility
24*7 transfers
Speed

INTERPRETATION:
From the above information, we are satisfied for using e- payment requirements like

Security (30%),Reliability (10%), Flexibility (14%), 24*7 transfer (26%)Speed(20%)

College of Arts and Commerce , Chuttippara 31

 are followed.

Table 4.15 Opinion about consumer e- payment satisfaction level

Satisfaction level Number of responds Percentage

High Level 30 60%

Medium Level 19 38%

Low Level 1 2%

Total 50 100%

Figure 4.15 Opinion about consumer e- payment satisfaction level

70%

60%

50%

40%

30%

20%

10%

0%
High Level Medium Level Low Level

INTERPRETATION:

Frome the above graph 60% of consumer High level satisfied, 38% consumer

respondents in medium level satisfied, 2% Low level satisfied,

College of Arts and Commerce , Chuttippara 32

 Table 4.16 opinion about using mobile payment in future

Option No. of. responds Percentage

Definitely 35 70%

Probably 10 20%

Not sure 3 6%

Probably not 2 4%

Definitely not 0 0%

Total 50 100%

Figure 4.16 Opinion about using mobile payment in future

Percentage

Definitely
Probably
Not sure
Probably not
Definitely not

INTERPRETATION:
From the above the graph give the information 70% consumer definitely use the

mobile payment in future, responds form other consumers 20% probably 6% not

College of Arts and Commerce , Chuttippara 33

 probably, 0% Definitely not.

Table 4.17: Opinion about expected in payment app to come with new features in future

Option No. Of Responds Percentage

Yes 48 96%
No 2 4%
Total 50 100

Figure 4.17: Opinion about expected in payment app to come with new features in future

120%

100%

80%

60%

40%

20%

0%
Yes No

INTERPRETATION:
From the figure majority of responds 96% intrested in payment app to come with new

features, other 4% of people responds does not interested in this opinion.

College of Arts and Commerce , Chuttippara 34

 Table 4.18 Whether Respondents of can do without Conventional Banking

Option Responds Percentage

Yes 33 66%

No 14 28%

No answer 3 6%

Total 50 100%

Fig 4.18: Whether Responds of Can do without Conventional Banking

Percentage

Yes
No
No answer

INTERPRETATION:
From the above figure,66% of consumers respondents can do in without

Conventional banking, 28% of do not without conventional banking, 6% does not

Responded.

College of Arts and Commerce , Chuttippara 35

 Table 4.19 Opinion about Recommend the mobile payment to others

Option No. Of responds Percentage

Definitely 34 68%
Probably 8 16%
Not Sure 3 6%
Probably not 3 6%
Definitely not 2 4%
Total 50 100%

Figure 4.19 Opinion about Recommend in mobile payment to others

80%

70%

60%

50%

40%

30%

20%

10%

0%
Definitely Probably Not sure Probably not Definitely not

INTERPRETATION:

From the above figure, 68% of respondents definitely recommend in mobile

payment to others, Others respondents16% probably ,6% Not sure, 6% Probably not,
2% Definitely

College of Arts and Commerce , Chuttippara 36

 Table 4.20: Opinion about expected new features in currently

Option No. of respondents Percentage

Yes 40 80%

No 10 20%

Total 50 100%

Figure 4.20: Opinion about expected new features in currently

90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Yes No

INTERPRETATION:

From the above graph 80% of consumers expected in new features in

currently,20% does not expected new features in currently.

College of Arts and Commerce , Chuttippara 37

 Table 4.21 Opinion about continue using e- payment transaction

Option Responses Percentage

Yes 49 98%

No 1 2%

Total 50 100%

Figure 4. 21 Opinion about continue using e- payment transaction

Percentage

Yes
No

INTERPRETATION:

From the above graph 98% of consumer continued in e- payment,2% of consumer

does not continued in e- payment.

College of Arts and Commerce , Chuttippara 38

 Table 4.22 Opinion about satisfied in e-payment

Option No of responds Percentage

Satisfied 48 96%

Not satisfied 2 4%

Total 50 100%

Figure 4.22 Opinion about satisfied in e- payment

Percentage

satisfied
Not satisfied

INTERPRETATION:

From the above information it can be seen that 96% respondents

satisfied, 4% Not satisfied in using e payment applications.

College of Arts and Commerce,Chuttippara 39

 CHAPTER -5
FINDINGS, SUGGESTION
AND
CONCLUSIONS

College of Arts and Commerce,Chuttippara 40

 FINDINGS

This chapter is about evaluating the feasibility of the research; a survey was conducted through
distribution of the questionnaire to a selected group of consumer. The sample size is 50
respondents. Based on the information and data provided by the respondents, the questionnaire
were analyzed using statistical tool apt for the study.

 From the study 70% of the consumers are belong to the gender group male.
 From the study 60% of consumers are belong to stayed in rural area.
 From the study it is clear that 50% of consumers are worked ,and 40% are students.
 From the study 60% of the consumers are belong to the age group 21-40.
 From the analysis it is observed 70% of peoples using e- payment application.
 The study reveals that 80% of consumers preferred in most traditional payment.
 52% of consumers using e- payment application in more than 2 years.
 From the study 40% of consumers mostly using Google pay, and 205 consumers using
paytm.

 The study reveals that 70% the consumers respondents the e- payment application helps
in COVID-19 situation.

College of Arts and Commerce,Chuttippara 41

  From the study 70% of consumers faced hurdle in using e- payment.
 Above 56% of consumers faced in problem of faulty internet connection.
 From the study 56% of consumers respondents that using e- payment application is
convenienced.

 While analyzing it is clear that 40% of consumers using e- payment application for the
purpose of paying money for online shopping.

 The study reveals that 30% of the consumer respondents that using e- payment is secure.
 About 60% of consumers well high level satisfied in using e- payment.
 From the study 70% consumers respondents that e- payment using future.
 The study reveals that 96% of consumers expected in e- payment application comes in
future with new features.

 66% of consumers respondents that can do without conventional banking.

 From the study 68% of consumers e- payment recommended to others.
 From the study 80% of consumers expected apps with new features in currently.
 The study reveals that 98% of consumers continued in e- payment.

College of Arts and Commerce,Chuttippara 42

  96% of consumers satisfied in using e- payment.

College of Arts and Commerce,Chuttippara 43

 Suggestions

 Understanding how users perceive current mobile payments and what drives their
satisfaction and dissatisfaction is important for mobile payment
providers ,merchants and consumers

 Knowing what drives users to satisfaction can help mobile payment providers to
develop more successful future applications and improve existing solutions

 Study should be done on larger population representing different age groups and
also people from different socioeconomic categories .

 As the technologies are evolving at a rapid rate, studies should be done at regular
intervals to check the changes in customer satisfaction with changing times.

 Mobile payment systems consists of different categories like money transfer,

online payments , paying in stores and also paying bills

 It is advisable to conduct studies in each category of payment to have more

realistic view on satisfaction/dissatisfaction among the users of these payment
portals

 Research also need to be done on merchants perspective to have different angle of

view on the payment portals.

 Money transactions are essential part of every person`s day to day life .
Government should encourage more local payment portals to start as start up with
new technology and give financial assistance to deserving candidates to thrive and
flourish.

College of Arts and Commerce,Chuttippara 44

 Conclusion

Thus study on customer satisfaction of mobile payment users showed some interesting
findings. As the respondents were mostly in the late teens , 20’s or 30’s they are mostly
technology driven . Around 80% of the study population had a positive view on various
parameters of customer satisfaction .Sources of dissatisfaction are mostly because feeling
of complexity in the system and also because of a feeling that the system is inefficient

As time goes by new technologies will be added and the mobile payment system is bound
to improve As far as the government and central banks are concerned, with the new
technology, there is less requirement for printing of currency and also less currency in the
circulation . As the transactions are easy, secure and speed of money transfer is rapid
whether it is paying a bill, transferring money from one account to another or online
shopping, more and more people will use the technology for money transfers.

At present people in different walks of life whether rich or poor , young or old are using
smart phones, online payment system has come to stay and is bound to improve the
quality of life of future generations

College of Arts and Commerce,Chuttippara 45

 BIBLIOGRAPHY

College of Arts and Commerce,Chuttippara 46

 Books

1) Sangeetha, D., &Mayilswamy, K. (2020). Customers Satisfaction Towards E-

Banking Services With Special Reference To Coimbatore City. International
Journal Of Scientific And Technology Research, 9(01), 2742-2753.

2) S, A., 2016. Electronic Payment System-An Evolution in Indian Banking

System. JOSR Journal of Economics and and Finance, 7(2), pp.25-30.

3) D.S., M., & J.M., J. (2017). An Empirical Study on Consumer Adoption of Mobile
Walletwith Special Reference to Chennai City. International Journal Of Research-
Granthalaya, 5(5), 107-115
.
4) Bangala R. K and Sancheti, V. (2018), "Gaps in customer satisfaction with digital
wallets: challenge for sustainability", Journal of Management Development, 37 ( 6),
pp. 442-451.

5) Rathore, H.S. (2016) “Adoption of digital wallet by consumers.” BVIMSR’s Journal

f Management Research, 8(1), 69 – 75

6) Singhraul, B.P. and Garwal Y.S. (2018), "Cashless Economy – Challenges and
Opportunities in India", Pacific Business Review International, 10 ( 9), 54–63.

7) Gupta, N. and Yadav, A. (2017), "The Effect of Electronic Payment on Customer

Satisfaction", International Journal of Advance Research and Innovation Ideas in
Education, 3 ( 3), pp. 3556–3579.

8) Podile, V. and Rajesh, P. (2017), "Public Perception on Cashless Transactions in

India", Asian Journal of Research in Banking and Finance, 7( 7), pp. 63-77.

Websites
 www.google.epaymentsatisfsction.com
 www.google.com.epaymentinindia

College of Arts and Commerce,Chuttippara 47

 APPENDIX

College of Arts and Commerce , Chuttippara 48

 Questionnaire on the:’’ Comparison of customer satisfaction among
the users of different mobile payment systems.”
As part of my Final Year B.com project, I would like to know more about
your satisfying or dissatisfying experience with mobile payment systems.
Questionnaire will take only a few minutes to complete. I ensure that the data
collected for this project will remain confidential and will be used for
project purpose only.

1.Name

2.Gender
o Male
o Female

3.Residence
o Urban
o Rural
o Semi-Urban

4.Current status
o Student
o Working
o Other

College of Arts and Commerce , Chuttippara 49

 5. Age group
o 20 or less
o 21 to 40
o 41 to 60
o Greater than 60

6. Have you ever used mobile payment solution?

o Yes

o No

7. Which payment facility you preferred most

o Traditional payment

o Electronic payment

8. How long you have been using mobile payment

o Less than 3 months
o 3 to 6 months
o 7 to 12 months
o 13 months 2 years
o More than 2 year

College of Arts and Commerce , Chuttippara 50

 9. What kind of mobile payment system are you using?

o Google pay
o Paytm
o Amazon
o Bhim Axis Pay
o YONO SBI
o PayPal
o Other

10. Is the mobile payment system helpful for you during the COVID-19
Situation ?

o Yes
o No

11. Have you faced any hurdle while making e-payment?

o Yes
o No

12. What are causes of e payment failure?

o Hacking
o Server down
o Faulty internet connection

College of Arts and Commerce , Chuttippara 51

13. What are the advantages of using e-payment system?

o Convenience
o Efficiency
o Law risk
o Fast transaction
o Other

14. For what purposes are you using mobile payment?

o Paying in store after purchase

o For online shopping
o To pay bill
o To buy tickets
o Transferring money to another person

15. What are the most important requirements for using electronic payment
o Security
o Reliability
o Flexibility
o 24*7 transfers
o Speed

College of Arts and Commerce , Chuttippara 52

16. How is the satisfaction level of using E-payment services
o Level 1
o Level 2
o Level 3
o Level 4

17. Would you use the mobile payment in the future?

o Definitely
o Probably
o Not sure
o Probably
o Not sure
o Probably not
o Definitely not

18. Do you expected payment apps to come with new features in future?

o Yes

o No

19. Can do without conventional banking?

o Yes
o No

College of Arts and Commerce , Chuttippara 53

20. Would you recommend the mobile payment the colleagues or contacts
Within your industry ?

o Definitely

o Probably

o Not sure

o Probably not

o Definitely not

21. Do you expect apps with new features in currently?

o Yes
o No

22. Do you continued e- payment in future?

o Yes
o No

23. Are you satisfied with e –payment services

o Satisfied
o No satisfied

College of Arts and Commerce , Chuttippara 54

College of Arts and Commerce , Chuttippara 55