CHAPTER – 1

1.1INTRODUCTION

Now-a-days world is becoming digitalized in every field and one of the

best example of this is various countries in the world are moving towards
becoming a cashless society. A cashless society is the one which doesn’t use
cash for any of its transaction instead all the transactions are done digitally. There
are various countries in the world which have more than 50% of their
transactions through cashless methods.

According to a study conducted by Capgemini and BNP Paribas, digital

payments are expected to reach about 726 billion transactions by the year 2020.
In India 98% of the total transactions used to be done through cash but after
the Demonetization of the Government on Nov 8 2016, our country has also
started getting steered towards a cashless society. Due to the Demonetization
act already existing mobile payment applications came into the limelight like
Pay tm, Google pay, Phone pe etc.

The Digital India program is a flagship agenda of the Government of India with
vision to transform India into a digitally empowered society and a knowledge economy.
“Faceless, Paperless, Cashless is one of the professed role of Digital India. The Prime
Minister of India Mr. Narendra Modi has empowered India to adopt cashless
transactions by giving digital payments sector of India a significant boost.

1
 The digital payment sector of India experienced a unpredicted growth since
Demonetization in November 2016. Digital wallet companies in India has shown a
growth of 271% for a total value of US$2.8 Billion i.e Rs 191 crores. A Google- BCG
Report had estimated that the digital payment industry in India will experience a
growth of US $ 500 billion by 2020

Government of India is also encouraging various digital payment apps

such as Aadhaar Payment app, UPI App, Bharat Interface for Money (BHIM)
app along with private sector apps like Paytm, Mobikwik, Freecharge etc. Such
new apps are beneficial to transfer funds across various parts of our country.
Digital payments industry in India is growing on a rapid pace providing a highly
attractive platform for foreign investors to invest in India.

1.2 DIGITAL PAYMENT:

Digital Payment means when any goods or services are purchased through
the use of various electronic modes of payments which means there is no use of
physical cash or cheques in digital payment. Now-a-days people use Digital
Payments more is because Digital payment methods are easier and more
convenient and they also provide customers the flexibility to make the payment
from anywhere at any time which proves as a good alternative to the traditional
methods of payment and which fastens the transaction cycles.

2
1.3 10 Types of Digital Payment methods in India:-
1.Banking Cards- Debit/Credit / Prepaid Cards.

2.USSD (Unstructured Supplementary Service Data).

3.AEPS (Aadhar Enabled Payment System).

4.UPI Mobile (Unified Payments Interface).

5.Mobile Wallets.

6.Bank Pre-paid Cards.

7.POS Terminals.

8.Internet Banking.

9.Mobile Banking.

10.BHIM App (Bharat Interface for Money).

1.4 DIGITAL WALLET :

An electronic device or online service that allows an individual to make

electronic transactions is called a digital wallet. An individual’s bank account
can also be linked to the digital wallet. One in five customers in Asia are now
using a digital wallet. Some of the popular digital wallets are PayTM,
Freecharge, LIME, Jio Money, Airtel Money, State Bank Buddy, Citrus,
Mobikwik , Pay UMoney etc.

3
1.5 INDUSTRY PROFILE:

Mobile wallet or e wallet app or e wallet is an app that consists of your debit
and credit card information which helps the users to pay for goods and services
digitally using their mobile devices. Popular online payment apps or payment apps or
e wallet list in India include:

1.6 Various Digital Wallets Apps in India:-

4
I.PayTM:-

Paytm is an Indian e-commerce operator and Financial

Technology company. Paytm was founded in August 2010 by its founder Mr.
Vijay Shekhar Sharma. In 2014, the company launched its first Digital E-wallet
known as Paytm Wallet. Paytm offers Digital wallet payment, mobile payments,
online shopping, Paytm Payments Bank etc.

II.Google Pay:-

Google Pay also known as G Pay or Pay with Google it is also one
type of Digital Wallet and online payment system developed by Google. The
services of Android Pay and Google wallet merged in January 2018 and the
name was changed to Google Pay. On September 2017, Google launched an
UPI-based app known as TEZ in India which was later rebranded as Google
Pay. Google pay has more than 25 million active users in a month of the digital
wallets in India. Google pay transactions are safe and security.

5
 III.PhonePe:-

PhonePe or PhonePe Private Limited it is an Indian e-commerce payment

service and digital wallet company. PhonePe was founded in the year 2015 by its
founders, Mr.Sameer Nigam and Rahul Chari and it was the first payment app in
India which was built on Unified Payments Interface i.e (UPI). PhonePe is now
available in 11 Languages.

6
1.6 In the case of First Payment using Online Payment Apps:

 Registered users will input their phone number and the provider will send
the man SMS along with a PIN.
 The user will enter the received PIN, authenticating the number.
 Now the user has to input their credit card information or another payment
method if required (not required if the account has already been added) and
will proceed to validate the payments.

1.7 For Subsequent Payments through E- Wallet Apps:

 The user will have tore-enter the PIN to authenticate and

Validate the payment process.

1.8 SCOPE OF STUDY:

The study examines the customer behavior on adopting towards online
payment apps.
To analyze the issues faced by the customers towards online transactions.
To understand the issues and give suggestions for improving online payment
apps in future.
To understand the growth of online payment apps among customers.

1.9 NEED FOR STUDY:

 To study the consumer behavior towards using online payment apps.
 To study the benefits and safety of using online payment apps.
 To study the issues faced by the customers towards online payment apps.
 It also determines the customers’ adoption towards online transactions.
 To study the importance of online payment apps among customers.

7
1.10 OBJECTIVES OF STUDY:

Primary objective:

 To analyze the customer satisfaction towards online payment apps.

Secondary objective:

 To analyze the trend of online payment apps.

 To examine the impact to online payment apps by analyzing the issues

faced by customers.

 To analyze the importance, functions, advantages and limitations of

online payment apps.

 To analyze the utilization of online payment apps by customers.

1.11 STATEMENT OF THE PROBLEM

Online payment is very much used in recent years convenience, speedy

a transaction, saving time, attractive sales promotional offers, etc., Despite
these factors, there are various transactional and non- transactional issues
involved such as internet user being uncomfortable often etc. which act as
deterrents. However, the future for online payment looks bright and
promising. This is especially true in the context of consumers in small cities,
where online payment is still new, and consumers are less familiar and
often more skeptical towards it.
Therefore, this study aims to examine the customer satisfaction towards
online payment apps and also to analyze the issues and difficulties faced by the
customers towards online payment apps.

8
 CHAPTER-II

RESEARCH METHODOLOGY

2.1 INTRODUCTION:

Research methodology is the specific procedures or techniques used to

identify, select, process, and analyze information about a topic.
In a research paper, the methodology section allows the reader to
critically evaluate a study’s overall validity and reliability.

2.2 Sample Size and Design :

 A sample of 100 Respondents.
 We have taken those who are taking on the basis of convenience.

2.3 Period of the Study:

The period of the study is ranging from Mar 2024 to April 2024.

2.4 Area of the Study:

The area of study was Puliangudi as the sampling area for this study.

2.5 Tools for the Study:

The tool for this research study is simple percentage, Weighted Average and
Rank analysis diagrammatic for the data exhibited through charts.

9
 2.6 Tools for presentation:
The researcher sample used column chart.

2.7 DATA COLLECTION:

1. Primary Data:
The primary data are collected by questionnaire or interview schedule.

2. Secondary Data:
The secondary data are already collected from various article, journals,
internet, book, magazines and online resources etc.

2.8 LIMITATION:

 This research was carried in a shorter period of time.

 Some of the respondents did not answer the questions accurately with interest.

 The sample size was small and constraint, the research would have been
accurate if the sample size was more
 For this research the scope of discussion was limited, the research could have
been in more depth.

10
 CHAPTER-III

REVIEW OF LITERATURE

The main purpose of the literature review work was to survey previous studies
on knowledge sharing. The review of literature helped the researcher to conduct the
survey in better and extensive manner. It should also help the researcher for finding
and getting deeper into the topic.

Nair, Amal, Manisha Dahiya, and Naman Gupta. (2016).Wallets have been
used from thousands of years to protect and carry personal items of value. The earliest
value wallets or satchels were a piece of cloth tied with a piece of string which enabled
a range of items such as coins to be carried out to market. Humans have always been
mobile and have needed a container to securely carry personal items. People consume
for both necessity and pleasure. Basic items such as food and clothing are purchased
on a regular basis but people also buy goods which are only for enjoyment purpose.

Rathore, Hem Shweta.(2016) In today-world, smart phone has become

essential part of daily life. Due to technology, mobile users can nowadays use their
Smartphone’s to make money transaction or payment by using applications installed in
the phone. When smart phones can function as leather wallets, it is called “Digital
Wallet” or widely known as “Mobile Wallet”.

DR.S. Manikandan may (2017) in present world smart phones play an

important role in the daily life of people. The technological advancement has made
smart phone as devices were the mobile users can make money transaction or payment
by using application installed in phone. The present study aims to explain the
application and usage of wallet money endorsed by different companies and various
factors that affect the consumer’s decision to adopt mobile wallet and various risks
and challenges faced by the users of mobile wallet.

11
 Vinitha, K., and S.Vasantha.(2018) Digital revolution has altered the routine
life style of people. The power of world wide web and digital payments is having
pivotal role in getting connected and making any time anywhere payments at your
attain user satisfaction and there by leads to consumer loyalty.

Maindola, Pallavi, Neetu Singhal, and Akash D.Dubey.(2018) The digital

payment landscape is sprouting in the country at a dizzying step. After the
demonetization, complete turnaround in the payment landscape has been observed.
The technology revolution and government initiative of cashless economy, followed
by demonetization saga has enabled the evolution of multiple non-banking players in
the payment space.

Pal, Abhipsa, Tejaswini Herath, and H. Raghav Rao. (2019)The heavy cash
dependence of india and low digital adoption changed when the government
announced its demonetization scheme on November 2016, invalidating bank notes and
creating a crisis. In this cash shortage ,the nation, that was historically low on mobile
paymentadoption ,was pushed to use digital payment.

Kaur, Puneet, et al (2020) examines that mobile wallet apps have been
increased trend dramatically. It isusefull for customers and effectiveness towards
transactions and safety payments on behalf this still the mobile wallets not extended in
markets.

Djauhari, Medina Juniar,Chairul Furqon,and Mokh Adib Sultan.3.1: 29-

36. They examines that Go-Pay was the innovation inFinancial Technology offered in
efficiency of payment. The main objective of this study was to bring further insights
into customer intentions to use mobile payments Go-Pay it helps improving service
quality and increasing user satisfaction of the Go-Jek user. Mobile payment is in a
developing stage and consumers are still reluctant and so they hesitate to use mobile
payment.

12
 CHAPTER – IV

INTRODUCTION AND INTERPRETATION OF DATA

4.1 AGE WISE CLASSIFICATION OF RESPONDENTS:

Age is considered as an important factor for this study. This age wise
classification provides information regarding respondent categories related with
the age of online games users.

TABLE 4.1

AGE WISE CLASSIFICATION

S.NO AGE NO OF PERCENTAGE

RESPONDENTS

1. 15-20 47 47%

2. 21-25 38 38%

3. 26-30 15 15%

TOTAL 100 100 %

INTERPRETATION:

From the above table 4.1 it is clear mentioned that majority of 47% of the
respondents are in the age group of 15-20 years, Followed by that 38% of the
respondents belonging to the group of 21-25 years. And 15% of the respondents are in
the age group of 26-30.

13
4.1 AGE WISE CLASSIFICATION OF RESPONDENTS:

FIGURE 4.1

AGE WISE CLASSIFICATION

50
45
40
35
30
15-20
25
20 21-25
15
26-30
10
5
0
15-20
21-25
26-30

INFERENCE:

The majority of the respondent 47% is between the age group of 15-20.

14
4.2 GENDER WISE CLASSIFICATION OF RESPONDENTS:

The gender wise classification is also an important factor for this study,
On the basis of the gender the researcher gathered the information about of
usage of online payment apps.

TABLE 4.2

GENDER WISE CLASSIFICATION OF ONLINE PAYMENT APPS

S.NO GENDER NO OF PERCENTAGE

RESPONDENTS

1. Male 57 57%

2. Female 43 43%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.2 it is clear said that majority of 57% of the respondents
are in the Gender group of Male. Followed by 43% of the respondents falling in the
group of Female.

15
4.2 GENDER WISE CLASSIFICATION OF RESPONDENTS:

FIGURE 4.2

GENDER WISE CLASSIFICATION

OF REPONDENTS

60

50

40

30

20
Female
10

0 Male

Male
Female

INFERENCE:

The majority of the respondents 57% are the Gender group of Male.

16
 4.3 EDUCATIONAL QUALIFICATION:

Education not only gives knowledge. It also gives discrimination power, helps
to make them to take appropriate decision.

TABLE 4.3

EDUCATIONAL QUALIFICATION

S.NO EDUCATIONAL NO OF PERCENTAGE

QUALIFICATION RESPONDENTS

1. Illiterate 9 9%

2. UG 44 44%

3. PG 32 32%

4. Others 15 15%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.3 it is clear said that majority of 44% of the respondents
are in the Educational group of UG , Followed by 32% of the respondent falling in the
group of PG , 15% of the respondents are in the group of Others And 9% of the
respondents are in the group of illiterate.

17
4.3 EDUCATIONAL QUALIFICATION:

FIGURE 4.3

EDUCATIONAL QUALIFICATION

50
45
40
35
30
Illiterate
25
20 UG
15
PG
10
5 Others
0
Illiterate UG PG Others

INFERENCE:

The majority of the respondents 44% are the Educational group of UG.

18
4.4 MARITAL STATUS WISE CLASSIFICATION:

The table showing the Marital Status of the respondents.

TABLE 4.4

MARRITAL STATUS WISE CLASSIFICATION:

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. Married 36 36%

2. Unmarried 64 64%

TOTAL 100 100%

INTERPRETATION:

From the above table it is inferred that 36% of the respondents are Married and
64% of the respondents are Unmarried.

19
4.4 MARITAL STATUS WISE CLASSIFICATION:

FIGURE 4.4

MARRITAL STATUS WISE CLASSIFICATION

Married Unmarried

36%

64%

INFERENCE:

The majority of the respondents 64% are the marital status is Unmarried.

20
4.5 OCCUPATION WISE CLASSIFICATION:

The respondents are classified on the basis of occupation are show in table 4.5.

TABLE 4.5

OCCUPATION WISE CLASSIFICATION

S.NO OCCUPATION NO OF PERCENTAGE

RESPONDENTS

1. Students 53 53%

2. Business 9 9%

3. Employees 26 26%

4. Others 12 12%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.5 it is clear that majority of 53% of the
respondents are in the Students. Followed by 26% of the respondents falling in
the group of Employees, 12% of the respondents are in the group of Others And
9% of the respondent are in the group of Buiness.

21
4.5 OCCUPATION WISE CLASSIFICATION:

FIGURE 4.5

OCCUPATION WISE CLASSIFICATION

60

50

40
Students
30
Business

20 Employees

10 Others

0
Students Business Employees Others

INFERENCE:

The majority of the respondents 53% are the occupation group is Students.

22
4.6 INCOME LEVEL WISE CLASSIFICATION:

Browsing ability of the people varies according worth received from any
definite sources with a certain amount of regularity. The monthly income of the
respondents is presented in table 4.5.

TABLE 4.6

INCOME LEVEL OF RESPONDENTS

S.NO INCOME LEVEL NO OF PERCENTAGE

RESPONDENTS

1. Under 5000 28 28%

2. 5000-10000 34 34%

3. 11000-20000 20 20%

4. Above 20000 18 18%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.6 it is clear that majority of 34% of the respondents are
in the income level of 5000-10000. Followed by 28% of the respondents falling in the
group of Under 5000, 20% of the respondents are in the group of 11000-20000, And
18% of the respondents are in the income level of Above 20000.

23
4.6 INCOME LEVEL WISE CLASSIFICATION:

FIGURE 4.6

INCOME LEVEL WISE CLASSIFICATION

18%
28%

20%

34%

Under 5000 5000-10000 11000-20000 Above 20000

INFERENCE:

The majority of the respondents 34% are in the income level of

5000-10000.

24
4.7 TYPES OF PERSON USE THE ONLINE PAYMENT APPS:

Then respondents are classified on the basis of use Online payment apps are
shown in the table 4.7.

TABLE 4.7

TYPES OF PERSON USE THE ONLINE PAYMENT APPS

S.NO USERS OF ONLINE NO OF PERCENTAGE

PAYMENT APPS RESPONDENTS

1. Yes 100 100%

2. No 0 0

TOTAL 100 100%

INTERPRETATION:

From the above table 4.7 it is clear said that majority of 100% of the
respondents are use the online payment apps .

25
4.7 TYPES OF PERSON USE THE ONLINE PAYMENT APPS:

FIGURE 4.7

USERS WISE CLASSIFICATION OF

ONLINE PAYMENT APPS

No

YES

NO
Yes

0
20
40
60
80
100

INFERENCE:

The majority of the respondents 100% are using the online payment apps.

26
4.8 ONLINE PAYMENT APPS WISE CLASSIFICATION:

The respondents are classified on the basis of the respondents like to use which
type of Online Payment Apps shown in the table 4.8.

TABLE 4.8

ONLINE PAYMENT APPS WISE CLASSIFICATION

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. Google Pay 41 41%

2. Phone Pay 21 21%

3. Pay tm 36 36%

4. Others 2 2%

TOTAL 100 1OO%

INTERPRETATION:

From the above table 4.8 it is clear said that majority of 41% of the respondents
are use the online payment app is Google Pay, Followed by 36% of the respondents
falling in the group of Pay tm, 21% of the respondents are in the group of Phone Pay
and 2% of the respondents are in the group of Others.

27
4.8 ONLINE PAYMENT APPS WISE CLASSIFICATION:

FIGURE4.8

ONLINE PAYMENT APPS WISE CLASSIFICATION

2%

36% 41%

21%

Google Pay Phone Pay Pay tm Others

INFERENCE:

The majority of 41% of the respondents are use the online payment app is
Google Pay.

28
 4.9 TYPES OF PERSON ACCOMPANY WITH ONLINE PAYMENT
APPS:

The respondents are classified on the basis of know about the online
payment apps shown in the table 4.9.

TABLE 4.9

TYPES OF PERSON ACCOMPANY WITH ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. Friends 28 28%

2. Advertisement 44 44%

3. Family 16 16%

4. Others 12 12%

TOTAL 100 100%

INTERPRETATION:

The above table shows the respondents knowing about online payment apps . In
that 28% of the respondents came to know through Friends, 44% of the respondents
came to know through Advertisement, 16% of the respondents came to know through
Family and 12% of the respondents came to know through Others.

29
4.9 TYPES OF PERSON ACCOMPANY WITH ONLINE

PAYMENT APPS:

FIGURE 4.9

TYPES OF PERSON ACCOMPANY WITH

ONLINE PAYMENT APPS

44

45

40

35
28
30

25
Friends
16
20 Advertisement
12 Family
15 Others

10

INFERENCE:

The majority 44% of the respondents came to know through Advertisement.

30
4.10 REASONS FOR USING ONLINE PAYMENT APPS:

The respondents are classified on the basis of reason for using online payment
applications shown in the table 4.10.

TABLE 4.10

REASONS FOR USING ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. Cash less 37 37%

transaction

2. 24*7 Service 25 25%

3. Easy to use 28 28%

4. Others 10 10%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.10 it is mentioned that majority of 37% of the
respondents are using the reason for online payment apps is Cash less transaction, 28%
of the respondents are belong to have Easy to use , 25% of the respondents are in the
group of 24*7 Service , 10% of the respondents are in the group of Others.

31
 4.10 REASONS FOR USING ONLINE PAYMENT APPS

FIGURE 4.10

40

35

30

25

Cash less
20 37% transaction

15 28% 24*7 Service

25%

10 Easy to use

10% Others
5

0
Cash less 24*7 Service Easy to use Others
transaction

INFERENCE:

The majority of 37% of the respondents are using the reason for online payment
apps for Cash less transaction.

32
4.11DURATION OF USING ONLINE PAYMENT APPS:
The respondents are classified on the basis of do you used for how long years of
online payment apps shown in the table 4.11.

TABLE 4.11
DURATION OF USING ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. Below 1 year 22 22%

2. 1-2 years 26 26%

3. 2-3 years 38 38%

4. Above 3years 14 14%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.11 it is said that majority of 38% of the respondents are
duration of using online payment apps 2-3 years. Followed by 26% of the respondents
falling in the group of 1-2 years, 22% of the respondents are in the group of Below 1
year and 14% of the respondents are in the group of Above 3 years.

33
4.11 DURATION OF USING ONLINE PAYMENT APPS

FIGURE 4.11

For how long you have used online payment apps?

DURATION OF USING
ONLINE PAYMENT APPS

14%
22%

38%
26%

Below 1 year 1-2 years 2-3 years Above 3years

INFERENCE:

The majority of 38% of the respondents are duration of using online

payment apps 2-3 years.

34
4.12 TRANSACTIONS OF SAFETY IN ONLINE PAYNENT APPS :

The respondents are classified on the basis of Transactions of Safety in online

payment apps shown in the table 4.12.

TABLE 4.12

TRANSACTIONS OF SAFETY IN ONLINE PAYNENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. Yes 88 88%

2. No 12 12%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.12 it is clear that majority of 88% of the respondents are
online payment apps transactions are safety and 12% of the respondents online
payment apps transactions are not safety.

35
4.12 TRANSACTIONS OF SAFETY IN ONLINE PAYNENT APPS:

FIGURE 4.12

TRANSACTIONS OF SAFETY IN
ONLINE PAYMENT APPS

12%

Yes

No

88%

INFERENCE:

The majority of 88% of the respondents are online payment apps

transactions are safety.

36
4.13 FASTLY PERFORMS WISE CLASSIFICATION OF ONLINE
PAYMENT APPS:

The respondents are classified on the basis of fastly performs of online payment
apps shown in the table 4.13..

TABLE 4.13

FASTLY PERFORMS WISE CLASSIFICATION

OF ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1. G pay 58 58%

2. Phone pay 23 23%

3. Pay tm 19 19%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.13 it is said that majority of 58% of the respondents
are select the fastly performs of online payment apps is G pay. Followed by 23%
of the respondents are falling in the group of Phone pay and 19% of the
respondents are in the group of Pay tm.

37
4.13 FASTLY PERFORMS WISE CLASSIFICATION

OF ONLINE PAYMENT APPS:

FIGURES 4.13

19
Pay tm

G pay
23
Phone pay Phone pay

Pay tm

58
G pay

0 10 20 30 40 50 60

INFERENCE:

The majority of 58% of the respondents are select the fastly performs of
online payment apps is G pay.

38
4.14 PROBLEMS WISE CLASSIFICATION OF USING
ONLINE PAYMENT APPS:
The respondents are classified bon the basis of problems faced by using
online payment apps are shown in the table 4.14.

TABLE 4.14
PROBLEMS WISE CLASSIFICATION OF USING
ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. Server Problems 55 55%

2. High Service Fees 15 15%

3. Lack of Security 23 23%

4. Others 7 7%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.14 it is clear mentioned that majority of 55% of
the respondents are in the problems faced in online payment apps group is
Server problems. Followed by that 23% of the respondents belonging to the
group of Lack of Security,15% of the respondents are in the group of High
Service Fees and 7% of the respondents are in the group of Others.

39
4.14 PROBLEMS WISE CLASSIFICATION OF USING
ONLINE PAYMENT APPS:
FIGURE4.14

Server Problems High Service Fees Lack of Security Others

60

50

40

30
55%

20

23%
10
15%
7%
0
Server Problems High Service Fees Lack of Security Others

INFERENCE:

The majority of 55% of the respondents are in the problems faced in online
payment apps group is Server problems.

40
4.15 TRENDING ONLINE PAYMENT APPS:

The respondents are classified on the basis of trending online payment

apps shown in the table 4.15.

TABLE 4.15

TRENDING ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. G pay 41 41%

2. Phone pay 22 22%

3. Pay tm 28 28%

4. Others 9 9%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.15 it is said that majority of 41% of the
respondents are select the trending online payment app is G Pay. Followed by
28% of the respondents falling in the group of Pay tm, 22% of the respondents
are in the group of Phone pay and 9% of the respondents are in the group of
Others.

41
4.15 TRENDING ONLINE PAYMENT APPS:

FIGURE 4.15

TRENDING ONLINE PAYMENT APPS

45

40

35

30

25
41
20

15 28
22
10
9
5

0
G pay Phone pay Pay tm Others

G pay Phone pay Pay tm Others

INFERENCE:

The majority of 41% of the respondents are select the trending online
payment app is G Pay.

42
4.16 EXPECT ADDITIONAL FEATURES WISE

CLASSIFICATION OF ONLINE PAYMENT APPS:

The respondents are classified on the basis of expect additional

features of online payment apps shown in the table 4.16.

TABLE 4.16

EXPECT ADDITIONAL FEATURES WISE CLASSIFICATION

OF ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. More Security 28 28%

2. Without Transfer 15 15%

Fees
3. Network Speed 52 52%

4. Others 5 5%

TOTAL 100 100%

INTERPRETATION:

From above the table 4.16 it is mentioned that majority of 52% of the
respondents are expect the feature is Network Speed, 28% of the respondents
are belong to More Security, 15% of the respondents are in the group of
Without Transfer Fees , and 5% of the respondents are in the group of Others.

43
4.16 EXPECT ADDITIONAL FEATURES WISE

CLASSIFICATION OF ONLINE PAYMENT APPS:

FIGURE 4.16

ADDITIONAL FEATURES WISE CLASSIFICATION

5%
28%
More Security

Without Transfer Fees

Network Speed
52%
Others
15%

INFERENCE:

The majority of 52% of the respondents are expect the feature is

Network Speed.

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4.17 TYPES OF PERSON FREQUENTLY USING

ONLINE PAYMENT APPS:

The respondents are classified on the basis of frequently using level

shown in the table 4.17.

TABLE 4.17

TYPES OF PERSON FREQUENTLY USING ONLINE

PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. Male 69 69%

2. Female 31 31%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.17 it is clear that majority of 69% of the
respondents are more using online payment apps is Male, and 31% of the
respondents are in the group of Female.

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4.17 TYPES OF PERSON FREQUENTLY USING

ONLINE PAYMENT APPS:

FIGURE 4.17

TYPES OF PERSON FREQUENTLY USING

ONLINE PAYMENT APPS
80

70

60

50

40 Male

30 Female

20

10

0
Male Female

INFERENCE:

The majority of 69% of the respondents are more using online payment
apps is Male.

46
4.18 EXPERIENCE WISE CLASSIFICATION OF ONLINE
PAYMENT APPS:

The respondents are classified on the basis of satisfied experience about

the online payment apps shown in the table 4.18.

TABLE 4.18

EXPERIENCE WISE CLASSIFICATION OF

ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1. Highly Satisfied 24 24%

2. Satisfied 36 36%

3. Neither Satisfied 28 28%

Or Dissatisfied
4. Dissatisfied 8 8%

5. Highly 4 4%
Dissatisfied
TOTAL 100 100%

INTERPRETATION:

From above the table 4.18it is said that majority of 36% of the
respondents are experience with regarding to online payment apps is Satisfied,
Followed by 28% of the respondents falling in the group of Neither Satisfied or
Dissatisfied, 24% of the respondents are in the group of Highly Satisfied, 8% of
the respondents are in the group of Dissatisfied and 4% of the respondents are in
the group of Highly Dissatisfied.

47
4.18 EXPERIENCE WISE CLASSIFICATION OF ONLINE
PAYMENT APPS:

FIGURE 4.18

EXPERIENCE WISE CLASSIFICATION

OF ONLINE PAYMENT APPS

4%
8%
24%

Highly Satisfied

Satisfied

28% Neither Satisfied Or Dissatisfied

Dissatisfied

Highly Dissatisfied
36%

INFERENCE:

The majority of 36% of the respondents are experience with regarding

to online payment apps is Satisfied.

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4.19 DO YOU WANT TO CONTINUE USING ONLINE
PAYMENT APPS:

The respondents are classified on the basis of want to continue using

online payment apps are shown in the table 4.19.

TABLE 4.19

DO YOU WANT TO CONTINUE USING

ONLINE PAYMENT APPS

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS

1. YES 97 97%

2. NO 3 3%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.19 it is clear that majority of 97% of the
respondents are continue using online payment apps and 3% of the
respondents are not continue using online payment apps.

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4.19 DO YOU WANT TO CONTINUE USING ONLINE
PAYMENT APPS:

FIGURE 4.19

DO YOU WANT TO CONTINUE

USING ONLINE PAYMENT APPS

100

90

80

70

60
YES
50

40 NO

30

20

10

0
YES NO

INFERENCE:

The majority of 97% of the respondents are continue using

online payment apps.

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 4.20 OPTION WHETHER GOING ONLINE PAYMENT APPS
IS BENEFICIAL OF ECONOMIC GROWTH FOR INDIA:

The respondents are classified basis of option about contribution

of online payment apps to the success of economic growth for india.

TABLE 4.20

OPTION WHETHER GOING ONLINE PAYMENT APPS IS

BENEFICIAL OF ECONOMIC GROWTH FOR INDIA

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1. Agree 42 42%

2. Strongly Agree 23 23%

3. Neutral 25 25%

4. Disagree 6 6%
5. Strongly Disagree 4 4%

TOTAL 100 100%

INTERPRETATION:

From the above table 4.20 it is shows that majority 42% of the
respondents are said that the contribution of online payment apps to the success
of economic growth for india is Agree, 25% of the respondents are said that it is
Strongly Agree, 23% of the respondents are said that it is Neutral, 6% of the
respondents are said that it is Disagree and 4% of the respondents are said that it
is strongly Disagree.

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 4.20 OPTION WHETHER GOING ONLINE PAYMENT APPS
IS BENEFICIAL OF ECONOMIC GROWTH FOR INDIA :

FIGURE4.20

OPTION WHETHER GOING ONLINE PAYMENT APPS IS

BENEFICIAL OF ECONOMIC GROWTH FOR INDIA

4%
6%

Agree

Stongly Agree
42%
25%

Neutral

Disagree

Strongly Disagree

23%

INFERENCE:

The majority 42% of the respondents are said that the contribution of
online payment apps to the success of economic growth for india is Agree.

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 CHAPTER- V

5.1 FINDINGS, SUGGESTIONS AND CONCLUSIONS

FINDINGS:

The study is based o both primary and secondary data. Primary

data were collected from online payment apps. Based on te feeling and
options of the respondents, the following have been generated by the
respondents.

 The majority of the respondent 47% is between the age

group of 15-20.

 The majority of the respondents 57% are the Gender

group of Male.

 The majority of the respondents 44% are the Educational

group of UG.

 The majority of the respondents 64% are the marital

status is Unmarried.

 The majority of the respondents 53% are the occupation

group is Students.

 The majority of the respondents 34% are in the income

level of 5000-10000

 The majority of the respondents 100% are using the

online payment apps.

 The majority of 41% of the respondents are use the

online payment app is Google Pay.

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 The majority 44% of the respondents came to know
through Advertisement.

 The majority of 37% of the respondents are using the

reason for online payment apps for Cash less transaction.

 The majority of 38% of the respondents are duration of

using online payment apps 2-3 years.

 The majority of 88% of the respondents are online

payment apps transactions are safety.
 The majority of 58% of the respondents are select the
fastly performs of online payment apps is G pay.
 The majority of 55% of the respondents are in the
problems faced in online payment apps group is Server
problems.
 The majority of 41% of the respondents are select the
trending online payment app is G Pay.
 The majority of 52% of the respondents are expect the
feature is Network Speed.

 The majority of 69% of the respondents are more using

online payment apps is Male
 The majority of 36% of the respondents are experience
with regarding to online payment apps is Satisfied.
 The majority of 97% of the respondents are continue
using online payment apps.
 The majority 42% of the respondents are said that the
contribution of online payment apps to the success of
economic growth for india is Agree.

54
SUGGESTIONS:

 The online payment app is very handy and useful for the customers
but it is also creates some security problem while using the apps.

 The online payment app should maintain privacy for the customer’s
in order to use safe and secured.

 The payment app should develop their app and also make fix the
problems of delay in transactions issue faced by the customers in
current scenario.

 Online payment apps should be upgrated and create more innovative

ideas with the payment system.

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CONCLUTION:

An evolutionary succession has been witnessed by payment

methods from cash to online payment apps like Google pay, Phone pe ,
Pay tm, and Bhim app etc. and currently to electronic commerce and
mobile banking. In this paper, it has been studied that online payment
methods are increasingly being used for making daily online as well as
onsite purchases. The issues associated with online payment as well as
the adoption of electronic commerce for making payments by customers
has been discussed in this paper. Furthermore, the advancements in
technology supporting mobile transactions and making them more then
more convenient and transparent is developing trust among customer
who are becoming habitual of employing this mode of payment.

This change in the behaviour of customer showing a transition

from the traditional to an advanced online mode of payment is apparent
in retailing and banking, and with nearly all available mobile devices.
The statistics shown in this study signify that the number of customers
employing online mode of payment and making online transactions are
continuously growing, hinting at an everlasting acceptance of online
payment systems. However, the adoption and deployment of several
rising technologies carry new opportunities and challenges to the
implementation and design of secure online payment system in the
present day as well as in near future.

56
BIBLOGRAPHY:

 www.google.com
 https://www.gpay.com
 https://paytm.com
 https://pay.google.com

57