A STUDY ON PREFERNCE OF VARIOUS UPI TRANSACTION APPS AMONG RETAILERS WITH

REFERENCE TO SHRI KRISHNA MANUFACTURERS PVT LTD.

Project Report

Submitted in partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

INTERNATIONAL BUSINESS

Of

Bharathiar University, Coimbatore

Submitted by

NITHISH KUMAR. B
2135S0020

Under the guidance of

Dr. R. MADHU MALAR, MBA.,Ph.D.

ASSISTANT PROFESSOR

G.R. DAMODARAN ACADEMY OF MANAGEMENT

(Approved by All India Council for Technical Education, Affiliated to
the Bharathiar University and Recognized by the UGC)

COIMBATORE – 641 062 TAMILNADU

NOVEMBER 2022

1
 G.R. DAMODARAN ACADEMYOF MANAGEMENT

(Approved by All India Council for Technical Education, affiliated to the

Bharathiar University and recognized by the UGC)

COIMBATORE – 641 062 TAMILNADU

CERTIFICATE

This is to certify that the Project Report entitled A STUDY ON PREFERNCE OF

VARIOUS UPI TRANSACTION APPS AMONG RETAILERS WITH REFERENCE
TO SHRI KRISHNA MANUFACTURERS PVT LTD is a bonafide record of work,
submitted by NITHISH KUMAR. B (2135S0020) in partial fulfillment of the requirements
for the award of the Degree of MASTER OF BUSINESS ADMINISTRATION of
BHARATHIAR UNIVERSITY, Coimbatore

Faculty Guide Principal/Director

Viva-Voce Examination held on

Internal Examiner External Examiner

2
 DECLARATION

I, NITHISH KUMAR. B hereby declare that the Project Report entitled A STUDY ON
PREFERENCE OF VARIOUS UPI TRANSACTIONS APPS AMONG THE RETAILERS
WITH REFERENCE TO SHREE KRISHNA MANUFACTURERS PVT LTD submitted to
BHARATHIAR UNIVERSITY, in partial fulfillment of the requirements for the award of the
degree of MASTER OF BUSINESS ADMINISTRATION is a record of original work done by
me, under the guidance of Dr. R. MADHUMALAR, MBA., Ph.D. Assistant Professor, G.R.
Damodaran Academy of Management, Coimbatore.

Place: Coimbatore NITHISH KUMAR. B

Date: (2135S0020)

3
 ACKNOWLEDGEMENT

I would like to express my sincere thanks to the following people without whose support, help and
encouragement, this project would have not reached its successful completion.

I thank God Almighty for the divine benevolence and guidance I experienced at various stages of this
study.

First of all I would like to express my thanks to Dr. D. Padmanaban, B.Com., MBA.,MCMI (UK),
MIMA Chairman and correspondent of GRDAM, for providing me this wonderful opportunity of
getting a corporate exposure.

I deeply indebted to my revered Principal, Dr.K.A.GUHASELVI MBA, MPHIL, Ph.D. for her total
support and the congenialatmosphere provided for pursuing my project.

I gratefully acknowledge my indebtedness to Dr. R. MADHUMALAR, MBA., Ph.D. Assistant

Professor, my faculty guide for being the person of guidance in each and every step of my project and
helping me to complete my project at the right time. I owe her for immense patience and dedication,

I would thank all other faculty members of the department for encouraging me and giving their valuable
suggestions.

I would like to express greatest thanks to my parents and friends for giving me their support without any
expectations.

NITHISH KUMAR. B

4
 TABLE OF CONTENTS

CHAPTER NO. CONTENTS PAGE NO.

LIST OF TABLES

LIST OF CHARTS

ABSTRACT

I INTRODUCTION 10

1.1 INTRODUCTION TO STUDY 11

1.2 INTRODUCTION TO THE INDUSTRY 13

1.3. STATEMENT OF THE PROBLEM 15

1.4. NEED FOR THE STUDY 15

1.5 OBJECTIVES OF THE STUDY 15

1.6 SCOPE OF THE STUDY 16

1.7 LIMITATIONS OF THE STUDY 16

II 18
REVIEW OF LITERATURE

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CHAPTER NO. CONTENTS PAGE NO.
III RESEARCH METHODOLOGY 21

3.1 RESEARCH DESIGN 22

3.2 DATA SOURCES 22

3.2.1 PRIMARY DATA 22

3.2.2 SECONDARY DATA 22

3.3 SAMPING PLAN 23

3.3.1 SAMPLE UNIT 23

3.3.2 SAMPLE SIZE 23

3.3.3 SAMPLING TECHNIQUES 23

3.4 STATISTICS TOOLS USED 23

3.4.1. PERCENTAGE ANALYSIS 23

3.4.2 CHI-SQUARE TEST 24

3.4.3. MEAN SCORE ANALYSIS 24

IV DATA ANALYSIS & 26

INTERPRETATION

V FINDINGS, SUGGESTIONS AND 63

CONCLUSION

6
5.1 FINDINGS 64

5.2 SUGGESTIONS 66

5.3 CONCLUSION 67

BIBLIOGRAPHY 68

ANNEXURE 72

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 LIST OF TABLES
TABLE PAGE
TITLE OF THE TABLE
NO. NO.
4.1 Education of the respondents 25
4.2 Occupation of the respondents 27
Monthly income of the respondents
4.3 29
Awareness of UPI service of the respondents
4.4 31
4.5 Purpose of using UPI of the respondents 33
Most preferred bank of the respondents
4.6 35
4.7 Frequent use online UPI services of the respondents 37
4.8 Operate UPI of the respondents 39
4.9 Factor induced to use UPI of the respondents 41
4.10 Bill payment service offered by banker through UPI of the 43
respondents
4.11 Bank charge any for utilizing UPI facility of the respondents 45
4.12 Level of opinion of the respondents 47
4.13 UPI is safe and secure of the respondents 49
4.14 Satisfaction level with regard to UPI of the respondents 51
4.15 Payment app provides more payment options of the respondents 53
4.16 Volume of money transaction in a month by using UPI of the 55
respondents
4.18 Level of opinion * most preferred bank cross tabulation count 58
4.19 UPI of the respondents and bill payment service offered by banker 58
4.20 Customer Service provided by the UPI service 60
4.21 Satisfaction of service provided by UPI 61

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 LIST OF CHARTS

CHART PAGE
TITLE OF THE CHART
NO. NO.
4.1 Education of the respondents 26
4.2 Occupation of the respondents 28
Monthly income of the respondents
4.3 30
Awareness of UPI Service of The Respondents
4.4 32
4.5 Purpose of using UPI of the respondents 34
Most preferred bank of the respondents
4.6 36

4.7 Frequent use online UPI services of the respondents 38

4.8 Operate UPI of the respondents 40

4.9 Factor induced to use UPI of the respondents 42
4.10 Bill payment service offered by banker through UPI of the 44
respondents
4.11 Bank charge any for utilizing UPI facility of the respondents 46
4.12 Level of opinion of the respondents 48
4.13 UPI is safe and secure of the respondents 50
4.14 Satisfaction level with regard to UPI of the respondents 52
4.15 Payment app provides more payment options of the respondents 54
4.16 Volume of money transaction in a month by using UPI of the 56
respondents

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 ABSTRACT
With the emergence of online purchases of goods and services, the system of payment is
also required to change and it is forcing us to get in to digital mode. In the process we have
migrated from the cash payment system to digital payment system viz. Debit card, Credit Card,
Smart Card which helps us to avoid carrying physical cash with us. Net UPI and UPI payments
have made payments safe, secure and faster. Mobile wallet is a kind of digital payment
mechanism that allows the customers to pay by uploading the cash from their bank account to the
wallet account which is further transferred to the other party. This study focuses on the customer
perception towards one of the mobile wallets Google Pay that is gaining popularity. It tries to
evaluate different variables that affect the usage of Google Pay wallet. This study will help in
devising appropriate strategies for Google to tap the potential customers and also identify the
correct segments to focus on. A structured questionnaire was framed to know about the
awareness of Google Pay wallet and the usage of Google Pay wallet among various groups like
students, salaried executives, business professionals, etc. Primary data was collected from 43
respondents. Chi-Square test is the statistical tool used to validate the impact of different
variables on usage of Google Pay wallet.

10
 CHAPTER I
INTRODUCTION

11
 CHAPTER I
1.1 . INTRODUCTION
Unified Payment Interface (UPI) is an instant real-time payment system developed by the
National Payments Corporation of India facilitating inter-bank transactions. The interface is
regulated by the Reserve bank of India and works by instantly transferring funds between two
bank accounts on a mobile platform. This market of digital payments highly affected by a smart
tool known as smart phones, this has become a key component of people’s personal, professional
and financial online life. The smart phone ecosystem made it very easy to inculcate the use of
various application/technology in our day-to-day life. Easy availability of internet connection,
one-touch access, secures financial transaction influence the adoption of one-touch payment.
Thus to optimize this benefit of smart phone and technology and to develop a platform for
cashless and transparent financial transactions the Government of India developed one
significant product the “UPI” (Unified Payment Interface). UPI is a system that powers multiple
bank accounts into a single mobile application (of any participating bank), merging several UPI
features, seamless fund routing & merchant payments into one hood In August 2016, NPCI
launched Unified Payment Interface (UPI), a next-generation mobile-based payment system
which enables real-time bank payments thus making smart phone as a primary payment device
for both consumers and merchants and to universalize digital payments in the country. The UPI
interface will allow account holders across banks to send and receive money from their smart
phones using just their Aadhaar unique identity number, mobile phone number or virtual
payments address without entering a bank account

POPULAR UPI APPLICATIONS

UPI revolutionized the way we transact in India. Unlike credit and debit cards, you don’t require
any physical plastic card, but just your phone. It also caters to the “Peer Peer” collect request
which can be scheduled and paid as per requirement and convenience. Each Bank provides its
own UPI App for Android, Windows and IOS mobile platforms.

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Best UPI Apps in India
1. PhonePe
2. Google Pay (previously Google Tez)
3. Paytm
1) PhonePe:
PhonePe is one of the leading UPI apps in India. It uses the UPI Payment system for
sending money and making payments for various services. It gives you the facility of the wallet
as well. You can keep money in the PhonePe Wallet for faster transactions. PhonePe is a
subsidiary of Flipkart. And recently Walmart became the owner of Flipkart. The PhonePe App
does not require a PIN or password for opening the app. So you can directly reach the dashboard.
In the dashboard, the most prominent feature is the ‘Money transfer’. From the dashboard itself,
you can choose the type of recipient. PhonePe has fewer steps for sending money. That is why
money transfer through the PhonePe is the fastest. PhonePe has focused a lot on repeat and
recurring payments. If you want to submit a complaint or dispute, you can do so on PhonePe
very easily.
2) Google Pay (previously Google Tex):
Unlike Google Pay in other countries, Google Pay for India hosts a lot of features. It is just a UPI
app and doesn’t have a wallet. But you can pay for almost every transaction which supports UPI.
Google also gives scratch cards for transactions. These scratch cards provide users rewards in the
form of money. Google Pay is the most secure UPI transactions app. It requires a PIN to open the
app. It also uses patented technology that recognizes unauthorized transactions. Tez Mode allows
you to transfer money to nearby people without knowing any details. These functions are similar
to the Shareit app. This is another unique Google Pay feature that lets you chat with the recipient
before any transactions. Users can also request payment. This feature is particularly useful for
first time payment to a person. Using this feature, you can also send an invoice before requesting
the payment. The other party can also inquire if required.
3) Paytm:
Paytm is the most popular digital wallet and UPI app in India and is accepted by the number
merchants. It has the highest number of features. Along with the fund transfer, mobile recharge
and bill payment, you can also invest and book movie tickets through it. Paytm QR codes are
everywhere. From small fruit merchants to massive product stores, Paytm is accepted almost

13
everywhere. Sometimes shop owners don’t even know about other apps but Paytm. Shopkeepers
can get back money to their account without charges. This also helps in acceptability. Paytm first
started as a mobile wallet platform. But over time, they have added many services. From school
Fees to toll charges, you can pay for everything through Paytm. It also gives the facility of
mutual fund and gold investment. Paytm Payments Bank allows you to score interest on the
money you have kept in your wallet. Paytm Post-paid is another feature added recently which
functions similar to credit cards. Users can buy things and pay later for them just like credit
cards.

1.2 . INTRODUCTION TO INDUSTRY:

Sri Krishna Exports is one of the renowned Manufacturers, and Exporters of Designer
Garments. In a very short span of time, we have been able to cope up well with the high fashion
sense of our diverse clientele. Our range of Knitted Garments includes T-Shirts, Tops,
Hoodies,Trackpants, Leggings, Sportswear, Pyjamas, Tanktops for Mens, Ladies and Kids Wear.
Our world class infrastructure backs us in meeting with the diverse needs of our clientele. We are
well departmentalized into various units to ensure smooth business operations.
The company are one of the renowned Manufacturers, and Exporters of Designer Garments. In a
very short span of time, we have been able to cope up well with the high fashion sense of our
diverse clientele. Our range of Knitted Garments includes T-Shirts, Tops, Hoodies,Trackpants,
Leggings, Sportswear, Pyjamas, Tanktops for Mens, Ladies and Kids Wear. Our world class
infrastructure backs us in meeting with the diverse needs of our clientele. We are well
departmentalized into various units to ensure smooth business operations.
The company have services of skilled craftsmen, designers and other associated workforce, who
dedicatedly work towards providing flawless range of trendy knitted garments. They help us in
delivering our range in beautifully finished patterns to meet the requirements of our clients.
Armored by an array of novel designs, our team actualizes a blend of current trends that can be
created as per the clients' need.

Few more advantages of the company are:

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 a) The company has well developed manufacturing facilities.
b) Innovative and aesthetic design.
c) Capability to deliver in customized finishes.
d) Expertise in meeting both bulk & small order demands.
e) Availability at reasonable market prices.

1.3. STATEMENT OF THE PROBLEM:

The problem statement is the to know about the know about the most
preferred UPI transaction application among various applications used by the
retailers.

1.4. NEED OF THE STUDY

UPI is fast and does not involve the costs like debit card or net UPI. To know the preference
level of the employees using UPI Applications for money transaction. To know the preference of
applications used. To know reason for usage of applications. By using statistics and other reports
the study will approach to understand, discuss and bring out the issue relevant to the title.

1.5. OBJECTIVES OF THE STUDY

a) The main objective of the study is to find out the customer perception towards UPI
Transaction.
b) To identify the most preferred UPI platform.
c) To assess the consumer perception towards digital payment applications.
d) To analyze the factors that influences the use of various digital payment modes.

1.6. SCOPE OF THE STUDY

The scope of the study is to know the perception of customers towards the UPI platform, to
know the most preferred UPI application, to understand their reasons to choose the UPI platform,
it also studies the difficulties faced by customers

15
1.7. LIMITATIONS OF THE STUDY
a) The area of the study is limited to Tirupur only.
b) Because the information sought was confidential, the respondents' responses may have a
bias.
c) The Time of the study is restricted to three months
d) Availability of resources.

16
 CHAPTER II
REVIEW OF LITERATURE

17
 CHAPTER II

2.1. REVIEW OF LITERATURE

The aim of this section is to present literature relevant to our research and to provide a
theoretical framework.
Dahlberg ET. al., (2007) "Past, present and eventual fate of portable installments inquire
about: A writing audit" proposed a structure of four possibilities and five aggressive drive
elements of versatile installment look into. The examination analyzed the two most essential
calculates contemporary portable installments explore to be specific, versatile installment
advances and shopper point of view of portable installments.
Ashish Das, and RakhiAgarwal.,(2010) in their article "Cashless Payment System in
India-A Roadmap" Cash as a method of an installment is a costly suggestion for the
Government. The nation needs to move far from money based towards a cashless (electronic)
installment framework. This will help diminish money administration cost, track exchanges,
check charge evasion/misrepresentation and so forth, upgrade budgetary consideration and
incorporate the parallel economy with the standard.
KhuramShafiq and Khalil Ahmad (2015) is plastic Money Matter for Consumer
Buying Behaviour? This examination gives the affirming data since buyers feel good in spending
through plastic cash as easy access of money, no cash-carrying risks and reward shopping are the
major factors that play an important role behind it.
Rouibah (2015) showed that poor security, lack of trust, fear of failure, high charges and
poor familiarity were the major constraints that affected payments. Besides, the security features
of the internet, UPI facilities, privacy and quality of services were also affecting the adoption of
e payments.
Somanjoli Mohapatra (2017) in their study reported that the single interface across all
NPCI systems besides creating interoperability and superior customer experience. The UPI seeks
to make money transfers easy, quick and hassle-free. The proliferation of smart phones, the
availability of an online verifiable identity, universal access to UPI and the introduction of
biometric sensors in phones will proactively encourage electronic payment systems for ushering
in a less-cash society in India.

18
 Radhika Basavaraj Kakade, Prof. Nupur A. Veshne (2017) in their study reported that
the UPI has made the digital transaction for individuals as easy as sending text messages. Service
is available 24X7, not like RTGS or NEFT which don’t work on holidays or during non-UPI
hours. This will bring enormous efficiency to the system and help India become a truly cashless
economy.
(Surabhi Agarwal, 2018) The government feels that incentives through the merchants
could drive the usage higher than just peer to peer payments. Incentives offered in the scheme
include 51 cash back on a minimum transaction value of just 1 for the first time users and 25
cashback per transactions for 20 unique transactions in a month, for consumers, while merchants
could receive a cashback of up to 10% of a transaction and upto₹ 1000
per month.
(Salil Panchal and Manu Balachandran, 2018) UPI's success is proof that India is
moving mountains to usher in a less-cash economy. But the scope of BHIM must be widened.
BHIM should add more categories to the payment application for user engagement. UPI is the
―Refined and Finished‖ product of IMPS and it is forecasted that at some stage, it could get
merged with the NEFT system, operated under RBI guideline
Babita Singla, Manish Bansal (2019) in their research found that the shoppers are happy
with plastic use, and the non-platinum card clients are fascinated to utilize the card for buys and
mean to utilize the card in not-so-distant future. However, the banks and other financial
institutions are motivating the use of plastic card.
Rathore (2019) stated that digital payment using wallet was highly convenient for
consumers in purchasing products through online without physical movements across places.
Dr. Stitch Shewta Rathore (2020) "Appropriation of Cashless transactions By
Consumers" her investigations disclose to us computerized wallets are rapidly getting to be
standard method of online installment. Customers are embracing advanced wallets at end
unfathomably quick pace, to a great extent because of comfort and convenience
Singh & Verma, (2020) In recent years, tremendous changes have taken place in the
financial sector in India which has lead to the transformation from cash transactions to cashless
transaction.
Woodward, (2021) The consumer’s awareness is growing day-by-day towards mobile
payments due to the potential of digital-payment methods. With UPI, the distinctive feature is

19
that a customer can make the amount transferrable between banks, not to the wallet and can use
multiple bank accounts. Doing payments via mobile phones has been in use for many years and
is now set to explode. Digital wallet offers many benefits while transferring money such as
convenience, security and affordability.
Dorothy Sagayarani (2021) which says that large part of population of India does not
use these digital systems as they don’t know how to use it, so there should be programs
organized to help people mostly in rural area and the old people to help them to understand the
payment system along with this creating awareness about the system. The infrastructure of UPI
will provide low-cost acquisition infrastructure by allowing smart phones to substitute costlier
point of sale (PoS) devices. The USSD support system allows non-smart phone users to do
transactions. Even without an internet connection also UPI payments are supported via USSD
protocol which is useful for rural and non-smart-phone customers

20
 CHAPTER III
RESEARCH METHODOLOGY

21
 CHAPTER III
3.1. RESEARCH DESIGN
The present study focuses on the perception of consumers on e-UPI. It also makes an
attempt to examine to what extent the consumers are making use of UPI. In order to execute the
study, data have been collected from a select sample and appropriate statistical tools are
employed to take out the information contained in the data so collected. Pilot study was carried
out 35 questionnaires since there were deviations in questions. Pilot study questionnaire has not
been taken for analysis 30 questionnaire were issued to customers but 40 questionnaires have
complete data so that has been taken for analysis.

Data Source : Primary data

Research instrument : Questionnaire
Sample Unit : Customers (Retailers)
Sampling method : Convenience
Sampling Sample size : 43

3.2. SOURCE OF DATA

The methodology followed for conducting the study includes the objective of study,
specification of research design, sample design, data collection, questionnaire design and
statistical tools used for analyzing the collected data.
3.2.1. Primary Data
The present study has been carried out with the help of both primary data. The primary
data were collected from 40 respondents using questionnaire who avail the services of e-UPI.

Questionnaires:
The best way to collect the data is to personally administer the questionnaire. The advantage of this
method is the data can be collected from the respondents within a short period of time. Any doubts
that the respondents might have on any question could be clarified on the spot. In this study Close
ended questions with multiple choices questionnaire are adopted.

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3.2.2. Secondary Data
The secondary data were collected through Magazines, Newspapers, Websites and other
popular journals.

3.3. SAMPLE PLAN:

3.3.1. Sample unit
Sample unit for the study is the customers that is Retailers of the company.
3.3.2. Sample size
Sample size used for the study is 43 of respondents in Tirupur city.
3.3.3. Sampling technique
The study is done in descriptive type of research with convenience sampling technique.

3.4. STATISTICAL TOOLS:

The following are the statistical tools used for analysis and draw conclusions:
A. Percentage analysis
B. Chi-square test
C. Mean Score Analysis

3.4.1. SIMPLE PERCENTAGE ANALYSIS

Percentage refers a special kind of ratio. Percentages are used in making comparison
between two or more series of data. They are used to describe relationship.
The formula applied for Simple percentage
Number of respondents
Percentage of respondents = *100
Total respondents
3.4.2. CHI-SQUARE TEST ( )
The Chi square test is an important test amongst the several tests of significance developed
by statistics. Chi-Square symbolically written as , is a statistical measure used in the contexts
of sampling analysis for comparing a variance to a theoretical variance. It can also be used to

23
make comparison between theoretical populations and actual data when categories are used by
comparing a calculated value with the table value of for degrees of freedom at a given level
of significance, we may either accept or reject the null hypothesis.

The formula applied for chi-square is =∑

—————
E
Degrees of freedom = (R-1) (C-1)
Were,
O=Observed frequency
E=Expected frequency
R=Number of Rows
C=Number of Columns

3.4.3. MEAN SCORE ANALYSIS

Mean score analysis is a tool used to analyze the Likert scale table. The higher the mean score
the higher the expectation and vice versa. This depends on what is studied. For 35 examples, if
mean score for male students in a Mathematics test is less than the females, it can be interpreted
that female students perform better than the male students in the test

24
 CHAPTER IV
DATA ANALYSIS AND INTERPRETATION

25
 CHAPTER IV

4.1. INTRODUCTION:
The process of cleansing, converting, and modelling data to find relevant information for
business decision-making is known as data analysis. Extracting usable information from
data and making decisions based on that analysis are the goals of data analysis. The
process of examining data using some specified techniques is known as data
interpretation. Which will aid in giving the facts some context and leading to an
appropriate conclusion. It entails taking the examination of the data's findings.

4.2. SIMPLE PERCENTAGE ANALYSIS

TABLE 4.1. EDUCATION OF THE RESPONDENTS

EDUCATION NO OF RESPONDENT PERCENTAGE

Up to HSC 2 5
Graduate 14 35
Post Graduate 11 28
Professional 10 25
Others 3 7
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 5% of the respondents have completed HSC level of
education, 35% of the respondents are Graduate Level, 28% of the respondents are Post
Graduates, 25% of the respondent’s have other professional level of education and 7% of the
respondent’s other qualification.

26
INFERENCE

The inference from the above table results in Majority 35% of the respondents are
Graduate level of education.

CHART 4.1. EDUCATION OF THE RESPONDENTS

27
 TABLE 4.2. OCCUPATION OF THE RESPONDENTS

OCCUPATION NO OF RESPONDENT PERCENTAGE

Student 15 37
Employee 16 40
Business 7 18
Professional 2 5
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 37% of the respondents are students, 40% of the
respondents are employees, 18% of the respondents are doing business and 5% of the
respondents are professionals.

INFERENCE

The inference from the above table results in Majority 32% of the respondents are
employee.

28
CHART 4.2. OCCUPATION OF THE RESPONDENTS

29
 TABLE 4.3. MONTHLY INCOME OF THE RESPONDENTS

MONTHLY INCOME NO OF RESPONDENT PERCENTAGE

Below Rs.25,000 18 45
Rs.25,000-Rs.50,000 13 33
Rs.51,000 –Rs.1,00,000 5 12
Above Rs. 1,00,000 4 10
Total 40 100

Source: Primary data

INTERPRETATION

From the analysis it is found that 45% of the respondents have their monthly income
below 25000,33% of the respondents have their monthly income between 25,000 to 50000,12%
of the respondents have their monthly income between 51000 to 100000 and 10% of the
respondent’s monthly income is above 1,00,000.
INFERENCE

The inference from the above table results in Majority 45% of the respondents has their
monthly income below 25000.

30
CHART 4.3. MONTHLY INCOME OF THE RESPONDENTS

31
 TABLE 4.4. AWARENESS OF UPI SERVICE OF THE RESPONDENTS

AWARE NO OF RESPONDENT PERCENTAGE

Friends 21 53
Relative 7 18
Advertisement 10 25
Others 2 4
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 53% of the respondents’ friends are aware of UPI service,
18% of the respondents are aware through relative,25% of the respondents are aware through
advertisement aware of UPI service, and 4% of the respondents are others.

INFERENCE

The inference from the above table results in Majority 53% of the respondent’s friends
aware of UPI service.

32
CHART 4.4. AWARENESS OF UPI SERVICE OF THE RESPONDENTS

33
 TABLE 4.5. PURPOSE OF USING UPI OF THE RESPONDENTS

PURPOSE NO OF RESPONDENT PERCENTAGE

Online bill payment 11 27
Inter accountant funds
transfers 4 10
Download personal
bank transaction activity 3 7
Calculate loan payment
information 5 13
Shopping 8 20
Others 9 23
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 27% of the respondent’s use UPI for online bill payment ,
10% of the respondents inter accountant funds transfers purpose of using UPI, 7% of the
respondents download personal bank transaction activity’s purpose of using UPI, 13% of the
respondent’s calculation loan payment information purpose of using UPI, 20% of the
respondents shopping purpose of using UPI and 23% of the respondents shopping purpose of
using UPI.
INFERENCE

The inference from the above table results in Majority 27% of the respondents’ online bill
payment purpose of using UPI.

34
CHART 4.5. PURPOSE OF USING UPI OF THE RESPONDENTS

35
 TABLE 4.6. MOST PREFERRED BANK OF THE RESPONDENTS

BANK NO OF RESPONDENT PERCENTAGE

SBI 14 35
Federal Bank 10 25
Canara Bank 7 18
Axis Bank 9 22
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 35% of the respondents prefer SBI bank, 25% of the
respondents prefer Federal bank bank, 18% of the respondents prefer canara bank and 23% of the
respondents prefer Axis bankbank.

INFERENCE
The inference from the above table results in Majority 35% of the respondents are SBI
most preferred bank.

36
CHART 4.6. MOST PREFERRED BANK OF THE RESPONDENTS

37
 TABLE 4.7. FREQUENT USE ONLINE UPI SERVICES OF THE RESPONDENTS

UPI NO OF RESPONDENT PERCENTAGE

1-4 times 15 37
5-8 times 12 30
9-12 times 8 20
Over 12 times 5 13
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 37% of the respondents use online UPI services 1-4 times,
30% of the respondents are 5-8 times use online UPI services, 20% of the respondents are 9-12
times use online UPI services and 13% of the respondents are over 12 times use online UPI
services.
INFERENCE
The inference from the above table results in Majority 37% of the respondents are 1-4
times use online UPI services.

38
CHART 4.7. FREQUENT USE ONLINE UPI SERVICES OF THE RESPONDENTS

39
 TABLE 4.8. OPERATE UPI OF THE RESPONDENTS

OPERATE NO OF RESPONDENT PERCENTAGE

Personal computers 3 7
Mobile 35 88
Browsing center 2 5
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 7% of the respondents operate UPI through computers,
88% of the respondents operate UPI through mobile and 5% of the respondents operate UPI
through browsing centers.
INFERENCE
The inference from the above table results in Majority 75% of the respondents operate
UPI through mobile.

40
CHART 4.8. OPERATE UPI OF THE RESPONDENTS

41
 TABLE 4.9. FACTOR INDUCED TO USE UPI OF THE RESPONDENTS

FACTOR NO OF RESPONDENT PERCENTAGE

Quick Access 15 38
Time saves 20 50
Good service 3 7
Others 2 5
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 38% of the respondents said that quick access factor
induced them to use UPI, 50% of the respondents said time save factor induced them to use UPI,
7% of the respondents said good factor induced them to use UPI and 5% of the respondents are
others factor induced them to use UPI.
INFERENCE
The inference from the above table results in Majority 50% of the respondents are time
save factor induced them to use UPI.

42
CHART 4.9. FACTOR INDUCED TO USE E-UPI OF THE RESPONDENTS

43
TABLE 4.10. BILL PAYMENT SERVICE OFFERED BY BANKER THROUGH UPI OF
THE RESPONDENTS

SERVICE NO OF RESPONDENT PERCENTAGE

Highly Satisfied 19 48
Satisfied 11 28
Neither satisfied
Nor dissatisfied 5 12
Dissatisfied 3 7
Highly Dissatisfied 2 5
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 48% of the respondents are highly satisfied bill payment
service offered by banker through UPI, 28% of the respondents are satisfied bill payment service
offered by banker through UPI, 12% of the respondents are neither satisfied nor dissatisfied bill
payment service offered by banker through UPI,7% of the respondents are dissatisfied bill
payment service offered by banker through UPI and 5% of the respondents are of the
respondents are highly dissatisfied bill payment service offered by banker through UPI.

INFERENCE
The inference from the above table results in Majority that 48% of the respondents are
highly satisfied bill payment service offered by banker through UPI.

44
CHART 4.10. BILL PAYMENT SERVICE OFFERED BY BANKER THROUGH UPI OF
THE RESPONDENTS

45
 TABLE 4.11. BANK CHARGE ANY FOR UTILIZING UPI FACILITY OF THE
RESPONDENTS

BANK NAME CHARGE NO OF RESPONDENT PERCENTAGE

Yes 35 87
Axis bank
No 5 13
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 87% of the respondents are yes bank charge any for
utilizing UPI facility and 13% of the respondents are no bank charge any for utilizing UPI
facility when compared with the axis bank respondents.
INFERENCE
The inference from the above table results in Majority that 87% of the respondents
respond as yes for bank charge any for utilizing UPI facility.

46
CHART 4.11. BANK CHARGE ANY FOR UTILIZING UPI FACILITY OF THE
RESPONDENTS

47
 TABLE 4.12. LEVEL OF OPINION OF THE RESPONDENTS

OPINION NO OF RESPONDENT PERCENTAGE

Very high 17 43
High 13 32
Moderate 5 13
low 3 7
Very Low 2 5
Total 40 100

Source: Primary data

INTERPRETATION
The above table confirms that 43% of the respondents felt that charges are very high,
32% of the respondents are high level of opinion,13% of the respondents felt that charges are
moderate, 7% of the respondents felt that charges are low and 5% of the respondents felt that
charges are very low.
INFERENCE
The inference from the above table results in Majority that 43% of the respondents are
very high level of opinion

48
CHART 4.12. LEVEL OF OPINION OF THE RESPONDENTS

49
 TABLE 4.13. UPI IS SAFE AND SECURE OF THE RESPONDENTS

BANK SAFE NO OF RESPONDENT PERCENTAGE

Yes 24 60
SBI BANK
No 16 40
Total 40 100

Source: Primary data

INTERPRETATION
The above table conforms that 60% of the respondents felt UPI is safe and secure and
40% of the respondents felt UPI is not safe and secure when compared with the SBI bank in two-
way classification.

INFERENCE
The inference from the above table results in Majority of 60% of the respondents is said
yes UPI is safe and secure.

50
CHART 4.13. UPI IS SAFE AND SECURE OF THE RESPONDENTS

51
 TABLE 4.14. SATISFACTION LEVEL WITH REGARD TO UPI OF THE
RESPONDENTS

SATISFACTION NO OF RESPONDENT PERCENTAGE

Highly satisfied 19 48
Satisfied 12 30
Neutral 5 13
Dissatisfied 3 7
Highly Dissatisfied 1 2
Total 40 100

Source: Primary data

INTERPRETATION
The above table conforms that 48% of the respondents are highly satisfied with regard
to UPI, 30% of the respondents are satisfied with regard to UPI, 13% of the respondents are
neutral with regard to UPI, 7% of the respondents are dissatisfied with regard to UPI and 2% of
the respondents are highly dissatisfied with regard to UPI.

INFERENCE
The inference from the above table results in Majority of 48% of the respondents are said
highly satisfied satisfaction level with regard to UPI.

52
CHART 4.14. SATISFACTION LEVEL WITH REGARD TO UPI OF THE
RESPONDENTS

53
 TABLE 4.15. PAYMENT APP PROVIDES MORE PAYMENT OPTIONS OF THE
RESPONDENTS

PAYMENT NO OF RESPONDENT PERCENTAGE

Google Pay 22 55
Phone Pay 12 30
Paytm 4 10
Amazon 2 5
Total 40 100

Source: Primary data

INTERPRETATION
The above table conforms that 55% of the respondents said google pay payment app
provides more payment options, 30% of the respondents said phone pay payment app provides
more payment options, 10% of the respondents said paytm payment app provides more payment
options and 5% of the respondents said amazon payment app provides more payment options
INFERENCE
The inference from the above table results in Majority of 55% of the respondents is said
google pay payment app provides more payment options.

54
CHART 4.15. PAYMENT APP PROVIDES MORE PAYMENT OPTIONS OF
THE RESPONDENTS

55
 TABLE 4.16. VOLUME OF MONEY TRANSACTION IN A MONTH BY USING
UPI OF THE RESPONDENTS

MONEY NO OF RESPONDENT PERCENTAGE

Below 10000 26 65
10000 to 25000 9 23
25000 to 50000 3 7
Above 50000 2 5
Total 40 100

Source: Primary data

INTERPRETATION
The above table conforms that 65% of the respondents that they do said below 10000
volume of money transaction in a month by using UPI, 23% of the respondents do 10000 to
25000 volume of money transaction in a month by using UPI, 7% of the respondents do 25000 to
50000 volume of money transaction in a month by using UPI and 5% of the respondents do
above 50000 volume of money transaction in a month by using UPI.
INFERENCE
The inference from the above table results in Majority of 65% of the respondents are said
below 10000 volume of money transaction in a month by using UPI.

56
CHART 4.16. VOLUME OF MONEY TRANSACTION IN A MONTH BY USING
UPI OF THE RESPONDENTS

57
4.3. CHISQAURE ANALYSIS

*HYPOTHESIS

Null hypothesis (H0): There is no significant difference between the level of opinion and the
most preferred bank

Alternative hypothesis (H1): There is a significant difference between the level of opinion and
the most preferred bank

TABLE: 4.18. level of opinion * most preferred bank Cross tabulation

Count
S.NO PROFILE VARIABLES CHI-SQUARE P-VALUE RESULT
VALUE

1. SBI BANK 7.056 0.631 Significant

2. CANARA BANK 8.712 0.464 Not Significant

INTERPRETATION
According to the Chi-square table the X² = 7.056, degree of freedom is 9 and 'p' value is
0.631. Here, the 'p' value is greater than 0.05 (0.631>0.05). So the H0 is rejected and the H1 is
accepted. Hence there is a significant difference between the level of opinion and the most
preferred bank of SBI.

*HYPOTHESIS

Null hypothesis (H0): There is no significant difference between the factors induced you to use
UPI of the respondents and Bill payment service offered by banker through UPI.

58
Alternative hypothesis (H1): There is a significant difference between the factors induced you
to use UPI of the respondents and Bill payment service offered by banker through UPI.

TABLE – 4.19.

UPI of the respondents and Bill payment service offered by banker

S.NO PROFILE VARIABLES CHI-SQUARE P-VALUE RESULT

VALUE

1. TIME SAVER 16.066 0.188 Not Significant

2. GOOD SERVICE 17.864 0.120 Not Significant

INTERPRETATION

According to the Chi-square table the X² = 16.066, a degree of freedom is 12 and 'p' value is
0.188. Here, the 'p' value is greater than 0.05 (0.1885 > 0.05). So the H0 is accepted and the H1 is
rejected. Hence there is no significant difference between the factors induced you to use UPI of
the respondents and Bill payment service offered by banker through UPI.

4.4. MEAN SCORE ANALYSIS:

Mean score analysis is carried out for the service provided by UPI and the Satisfaction level of
service provided by the UPI according to the five-point scaling method where 5- Highly
Satisfied, 4 – Satisfied, 3- Neutral, 2- Dissatisfied, 1- Highly Dissatisfied.

Table: 4.20 Customer Service provided by the UPI service

S.NO SERVICES H.S S N D.S H.D.S Total Mean Score

(5) (4) (3) (2) (1)
1 Service charges 6 4 17 8 5 40 2.95

59
 (30) (16) (51) (16) (5) (118)

2 Bank familiarity 18 10 9 3 0 40 4.07

(90) (40) (27) (6) (0) (163)
3 Quick services 20 12 4 3 1 40 4.17
(100) (48) (12) (6) (1) (167)
4 Security of 9 18 8 3 2 40 3.72
transactions (45) (72) (24) (6) (2) (149)
5 Value- added 6 10 17 3 4 40 3.27
services (30) (40) (51) (6) (4) (131)

Interpretation:

The above table provides with the interpretation of mean score values of each of the services
provided

From the mean score analysis on an average 12 respondents responded for Highly satisfied level
of satisfaction, 11 respondents for Satisfied, 11 respondents for neutral, 4 respondents for
Dissatisfied and 2 for Highly dissatisfied for the customer service provided by the UPI Service
provided.

From 40 respondents, 6 respondents’ have responded as Highly satisfied, 4 as satisfied, 17 as

neutral, 8 as dissatisfied and 5 as highly dissatisfied for the service charges.

From 40 respondents, 18 respondents have responded as Highly satisfied, 10 as satisfied, 9 as

neutral, and 3 as dissatisfied for the Bank Familiarity.

From 40 respondents, 20 respondents have responded as Highly satisfied, 12 as satisfied, 4 as

neutral, 3 as dissatisfied and 1 as highly dissatisfied for the Quick service.

From 40 respondents, 9 respondents have responded as Highly satisfied, 18 as satisfied, 8 as

neutral, 3 as dissatisfied and 2 as highly dissatisfied for the service charges.

60
From 40 respondents, 6 respondents have responded as Highly satisfied, 10 as satisfied, 16 as
neutral, 3 as dissatisfied and 4 as highly dissatisfied for the service charges.

FACTORS Highly Satisfied Neutral Dissatisfied Highly Total Mean

Satisfied Dissatisfied Score
(5) (4) (3) (2) (1)
Convenient 21 8 6 4 1 40 4.1
(105) (32) (18) (8) (1) (164)
User Friendly 17 10 7 4 2 40 3.9
(85) (40) (21) (8) (2) (156)
Speed 16 16 2 0 6 40 3.9
(80) (64) (6) (0) (6) (156)
Security 23 10 4 3 0 40 4.3
(115) (40) (12) (6) (0) (173)
Communication 19 13 7 1 0 40 4.25
Language (95) (52) (21) (2) (0) (170)
Table: 4.21. Satisfaction of service provided by UPI

Interpretations:

The above table provides with the interpretation of mean score values of each level of services
provided by UPI is listed.

From the mean score analysis on an average 19 respondents responded for Highly satisfied level
of satisfaction, 11 respondents for Satisfied, 5 respondents for neutral, 3 respondents for
Dissatisfied and 2 for Highly dissatisfied for the satisfaction of service provided by the UPI.

From the 40 respondents, 21 responded as highly satisfies, 8 responded as satisfied, 6 responded

as neutral, 4 responded as dissatisfied and 1 responded as highly dissatisfied for the satisfaction
of convenience service provided by the UPI.

61
From the 40 respondents, 17 responded as highly satisfies, 10 responded as satisfied, 7
responded as neutral, 4 responded as dissatisfied and 2 responded as highly dissatisfied for the
satisfaction of user-friendly service provided by the UPI.

From the 40 respondents, 16 responded as highly satisfies, 16 responded as satisfied, 2

responded as neutral, and 6 responded as highly dissatisfied for the satisfaction of speed level of
service provided by the UPI.

From the 40 respondents, 23 responded as highly satisfies, 10 responded as satisfied, 4

responded as neutral, and 3 responded as dissatisfied for the satisfaction of security service
provided by the UPI.

From the 40 respondents, 19 responded as highly satisfies, 13 responded as satisfied, 7

responded as neutral, and 1 responded as dissatisfied for the satisfaction of communication
language service provided by the UPI.

62
 CHAPTER V
FINDINGS, SUGGESTIONS
AND CONCLUSION.

CHAPTER V
INTRODUCTION:

63
The primary result of the study is essentially its findings. In essence, it is an important fact that
can be found out through research. The results of study are facts and phrases, observations, and
experimental data. Here, it's crucial to remember that since conductive research depends on,
"finding" does not always imply "factual facts, “rather than quantifiable facts, consider outcomes
and ramifications.

The findings are presented in this chapter. It aimed to provide solutions to the issues of the
research. The method for calculating and presenting the results of the finding is provided. Its
purpose is to collect complete data from all research tools, including the questionnaire. The data
is accurately and systematically analyzed to achieve the research's goals. The Data were
examined.

5.1. FINDINGS

SIMPLE PERCENTAGE

a) Majority 35% of the respondents are Graduates.

b) Majority 32% of the respondents are employees.
c) Majority 45% of the respondents have their monthly income below 25000.
d) Majority 53% of the respondent’s are aware of UPI service through friends.
e) Majority 27% of the respondent’s use UPI for online bill payment purpose.
f) Majority 35% of the respondents are SBI Bank.
g) Majority 37% of the respondents are 1-4 times use online UPI services.
h) Majority 75% of the respondents operate UPI using personal computers.
i) Majority 50% of the respondents use UPI as time saving factor.
j) Majority that 48% of the respondents are highly satisfied with bill payment service offered
by banker through UPI.
k) Majority that 87% of the respondents argue bank charge any for utilizing UPI facility.
l) Majority that 43% of the respondents fact that bank charges are high.
m) Majority of 60% of the respondents are said UPI is safe and secure.
n) Majority of 48% of the respondents are highly satisfied with regard to UPI.

64
o) Majority of 55% of the respondents use google pay payment app as it provides more payment
options.
p) Majority of 65% of the do below 10000 volume of money transaction in a month by using
UPI.

CHI-SQAURE ANALYSIS

a) Chi-square table the X² = 7.056, degree of freedom is 9 and 'p' value is 0.631. Here,
the 'p' value is greater than 0.05 (0.631>0.05). So, the H0 is rejected and the H1 is
accepted. Hence there is a significant difference between the level of opinion and the
most preferred bank.

b) Chi-square table the X² = 16.066, a degree of freedom is 12 and 'p' value is 0.188.
Here, the 'p' value is greater than 0.05 (0.1885 > 0.05). So, the H0 is accepted and the
H1 is rejected. Hence there is no significant difference between the factors induced
you to use UPI of the respondents and Bill payment service offered by banker through
UPI.

MEAN SCORE ANALYSIS:

a) Customer Service provided by the UPI service:

The above table provides with the interpretation of mean score values of each of the services
provided

From the mean score analysis on an average 12 respondents responded for Highly satisfied level
of satisfaction, 11 respondents for Satisfied, 11 respondents for neutral, 4 respondents for
Dissatisfied and 2 for Highly dissatisfied for the customer service provided by the UPI Service
provided.

From 40 respondents, 6 respondents’ have responded as Highly satisfied, 4 as satisfied, 17 as

neutral, 8 as dissatisfied and 5 as highly dissatisfied for the service charges.

65
From 40 respondents, 18 respondents have responded as Highly satisfied, 10 as satisfied, 9 as
neutral, and 3 as dissatisfied for the Bank Familiarity.

From 40 respondents, 20 respondents have responded as Highly satisfied, 12 as satisfied, 4 as

neutral, 3 as dissatisfied and 1 as highly dissatisfied for the Quick service.

From 40 respondents, 9 respondents have responded as Highly satisfied, 18 as satisfied, 8 as

neutral, 3 as dissatisfied and 2 as highly dissatisfied for the service charges.

From 40 respondents, 6 respondents have responded as Highly satisfied, 10 as satisfied, 16 as

neutral, 3 as dissatisfied and 4 as highly dissatisfied for the service charges.

b) Satisfaction of service provided by UPI:

The above table provides with the interpretation of mean score values of each level of services
provided by UPI is listed.

From the mean score analysis on an average 19 respondents responded for Highly satisfied level
of satisfaction, 11 respondents for Satisfied, 5 respondents for neutral, 3 respondents for
Dissatisfied and 2 for Highly dissatisfied for the satisfaction of service provided by the UPI.

From the 40 respondents, 21 responded as highly satisfies, 8 responded as satisfied, 6 responded

as neutral, 4 responded as dissatisfied and 1 responded as highly dissatisfied for the satisfaction
of convenience service provided by the UPI.

From the 40 respondents, 17 responded as highly satisfies, 10 responded as satisfied, 7

responded as neutral, 4 responded as dissatisfied and 2 responded as highly dissatisfied for the
satisfaction of user-friendly service provided by the UPI.

From the 40 respondents, 16 responded as highly satisfies, 16 responded as satisfied, 2

responded as neutral, and 6 responded as highly dissatisfied for the satisfaction of speed level of
service provided by the UPI.

66
From the 40 respondents, 23 responded as highly satisfies, 10 responded as satisfied, 4
responded as neutral, and 3 responded as dissatisfied for the satisfaction of security service
provided by the UPI.

From the 40 respondents, 19 responded as highly satisfies, 13 responded as satisfied, 7

responded as neutral, and 1 responded as dissatisfied for the satisfaction of communication
language service provided by the UPI.

5.2. SUGGESTIONS
 The majority of respondents are using Google pay so other applications may not have
much popularity or have any drawbacks so it is better to solve the drawbacks or give
more publicity to the applications.
 Some of the respondents are little aware of the UPI platform, so measures should take to
improve their UPI awareness by conducting more seminars, classes and demonstration
should be conducted to improve UPI awareness.
 Some of the respondents facing difficulties and the main difficulties are server problems
and payment delay so it is better to solve the problem.
 Many of the respondents are satisfied, but some of them are not at all satisfied so it is
better to make all of them very satisfied by making their transactions speedier, and
providing better customer services.
 Read the privacy on the application and this helps to know that what information is being
collected and how it would be used.

5.3. CONCLUSION
This study has tried to find out the customers' satisfaction level and their perception towards the
UPI platform. Today many people using this platform for making various transactions. The users
are very aware of the UPI platform majority of users are satisfied with their experience in the

67
UPI platform. Now UPI is an important part of their day-to-day life. UPI is a 24 hours available
service and it saves valuable time for customers because of the unnecessary queue in banks and
other delays. It is necessary to have further research in this area with larger samples with
diversity to understand the customer’s attitude and satisfaction towards the UPI platform.
Because the usage level of UPI is increasing tremendously and many applications are providing
UPI services. In the future, UPI can replace all the traditional systems. From the study I
conclude that GOOGLE PAY is one of the most popularly used UPI Applications.

68
 BIBLIOGRAPHY

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69
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BOOKS:
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 www.indianjournals.com
 www.researcher.com
 www.ejournals.org

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 ANNEXURE-I
73
 QUESTIONNAIRE
1. Age
a) Below 20 Years b) 21-30 Years c) 31-40 Years d) 41-50 years
e) Above 51 Years
2. Gender
a) Male b) Female
3. Marital Status
a) Single b) Married
4. Educational qualification
a) Up to HSC b) Graduate c) Post Graduate
d) Professional e) Others
5. Occupation
a) Student b) Employee c) Employer d) Business
e) Professional
6. Monthly income of your family
a) No income b) Below Rs.25,000 c) Rs.25,000-Rs.50,000
c) Rs.51,000 –Rs.1,00,000 e) Above Rs. 1,00,000
7. How do you aware of UPI service?
a) Friends b) Relative c) Advertisement d) Others
8. What is the purpose of using UPI Transaction?
a) Online bill payment
b) Inter accountant funds transfers
c) Download personal bank transaction activity
d) Calculate loan payment information
e) Shopping
f) Others
9. Which of the most preferred bank?
a) SBI b) Federal Bank c) Canara Bank
d) Axis Bank
10. How frequently do you use UPI services?
b) 1-4 times c) 5-8 times d) 9-12 times e) Over 12 times

74
11. How do you operate UPI?
a) Personal computers b) Mobile c) Browsing center
12. What is your satisfaction level with respect to the following customer service provided by the
UPI service?
S.NO SERVICES H.S S N D.S H.D.S
1 Service charges
2 Bank familiarity
3 Quick services
4 Security of transactions
5 Value- added services
HS-Highly Satisfied, S-Satisfied, N- Neutral, D.S. -Dissatisfied, HDS- Highly Dissatisfied

13. What factor induced you to use UPI?

a) Quick Access b) Time save s) Good service d) Others
14. Bill payment service offered by banker through UPI is
a) Highly Satisfied b) Satisfied c) Neither satisfied Nor Dissatisfied
d) Dissatisfied e) Highly Dissatisfied
15. Whether bank charge any for utilizing UPI facility?
a) Yes b) No
16. If yes what is level of opinion?
a) Very high b) High c) Moderate d) low e) Very Low
17. Do you think UPI makes your banking easy?
a) Yes b) No
18. Do you think that UPI is safe and secure?
a) Yes b) No
19. Rank the level of privacy in UPI facilities?

S.No FEATURES RANK

1 Online payment
2 Shopping

75
 3 Fund transfer
4 Balance enquiry

20. What is your satisfaction level with regard to UPI?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly dissatisfied
21. Which payment app provides more payment options?
a) Google Pay b) Phone pay c) Paytm d) Amazon pay
22. Which app provides more promotional offers?

FACTORS REWARDS OFFERS CASH BACK

Google Pay
Phone Pay

23. Are you satisfied with the Service provided by UPI?

FACTORS Highly Satisfied Neutral Dissatisfied Highly

Satisfied Dissatisfied
Convenient
User Friendly
Speed
Security
Communication
Language

24. The volume of money transaction in a month by using UPI?

a. Below 10000 b. 10000 to 25000 c. 25000 to 50000 d. Above 50000

25. If you have any Suggestion?

76