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PEOPLE’S SATISFACTION TOWARDS E-PAYMENT SYSTEM: A STUDY WITH

REFFERENCE TO UDUPI THALUK

Article · October 2020

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Asia Pacific Journal of Research
ISSN (Print): 2320-5504
ISSN (Online): 2347-4793

PEOPLE’S SATISFACTION TOWARDS E-PAYMENT SYSTEM:

A STUDY WITH REFFERENCE TO UDUPI THALUK

Sushmitha
M. Com (Final), Dr. G Shankar Government Women’s First Grade College and P.G. Study Centre,
Ajjarkadu, Udupi- 576101
&
Sabhya
M. Com (Final), Dr. G Shankar Government Women’s First Grade College and P.G. Study Centre,
Ajjarkadu, Udupi- 576101

Guidance: Dr. Umesh Maiya

P.G. Coordinator, Dr. G Shankar Government Women’s First Grade College and P.G. Study Centre,
Ajjarkadu, Udupi- 576101

ABSTRACT

E-payment system is a way of making transaction or paying for goods and services through an electronic medium, without the use of
cash. The rate of adoption of E-payment is positively and significantly affected by satisfaction of people. The emergence of
E-commerce has created new financial needs that in many cases cannot be effectively fulfilled by the traditional payment system. This
paper deals mainly with people's satisfaction about E-payment system and the security measures used in online payment, also
highlighted the issue and significance of E-payment system.

KEYWORDS: E-payment, online payment, people satisfaction, e-transfer

INTRODUCTION

E-payment is a subset of an e-commerce transaction to include electronic payments for buying and selling goods and services
offered through the internet. Electronic payment system is also known as online payment system. E-payment is a type of services that
helps the customer who buys the goods over the internet via online shopping and it adds value to the online shopping provider and
increases the ratio of sale.
The electronic payment system came to replace the cash payment system. Sales of goods and services increased significantly
with the adoption of the e-payment system, so that electronic payments became an important part of the payment system. E-payment
system allows people to make cashless payment for goods and services through cards, mobiles phones or the internet.
An electronic payment is a system that provides tool to pay for services or goods purchased on internet. An efficient and
reliable e-payment system enables faster payouts, better tracking transparent transaction, reduced time, cost savings and increased
trust between seller and buyer. E-payment provides significantly cost savings on paper based payments.

OBJECTIVES:

 To study the people’s satisfaction towards E-payment system.

 To examine over all attitude of people on E-payment system
 To understand the significance and challenges of E-payment transaction.
 To study the awareness level of E-payment system among the respondents.
 To project the future growth of E-payment transaction.

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ISSN (Print): 2320-5504
ISSN (Online): 2347-4793
RESEARCH METHODOLOGY:

The research paper is descriptive in nature and it has made an attempt to understand the people’s satisfaction, attitudes and
concern towards e-payment system.

For the purpose of study researcher used both primary and secondary data. The researcher used random sampling method. The
primary data were obtained from a sample of 100 respondents in Udupi Taluk. For scaling purpose 5 point Likert’s scale was used for
certain questions. The secondary data were collected through website, research article, journals and books, internet etc.

For analysis and interpretation, researcher used simple statistical tools like percentage and some of the relevant and interesting data
are presented in tabular form and diagram. Manifold chi square test has been used for testing the hypothesis.

Scope of the study:

This topic deals with people’s satisfaction towards E-payment system with respect to Udupi Taluk. This new mode of payment
helps to secure our funds making it cashless. It secures money and saves time. In this research we are trying to analyze the people’s
satisfaction and their awareness about E-payment modes. The purpose of this study is to know how people feel about the E-payment
system and the opportunity available for further growth in this field.

HYPOTHESIS:

H0: Gender and satisfaction level of e-payment are independent.

H1: Gender and satisfaction level of e-payment are dependent,

LITERATURE REVIEW:

Prof. Sana Khan and Ms. Shreya Jain, (2018) studied about usage of E-Payments. They opined that the people are trying to take
advantage of the various digital platforms to expand their business and for sustainable development.

Dr. V. Josephine Lourdes De Rose, (2017) in his study on ‘Consumer Preference towards E-Payments’ he said that e-payment
eliminates the task of physical handling of cash. By facilitating more privacy and convenience it is helping the people to become
smarter citizen.

Karamjeeth Kaur and Dr. Ashuthosh Pathak, (2017) has a view that strengths of e-payment like quality services, time saving, 24
hours access, reduced paper work, secured transactions, etc. had attracted more people to prefer the e-payment.

FINDINGS OF THE STUDY:

The study describes the people’s satisfaction level towards e-payment in Udupi taluk. The objective was to understand attitude and
knowledge of people towards e-payment system and also to identify the satisfaction level towards e-payment system.

Table 1: Personal profile of the respondent

GENDER FREQUENCY
Male 50
Female 50
AGE
Below 20 8
20-30 71
30-40 7
40-50 8
50 and above 6
OCCUPATION
Students 45
Employed 45
Self employed 10
Source: Field survey data
In present study 100 respondents were surveyed. Out of 100 respondents 50 were male and 50 were female. As far as age group is
considered below 20 and 40 – 50 age group were8 in numbers. And majority of respondents were 20 - 30 age group. In the present
study, there were 45 students, 45 employed and 10 self-employed.
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Table 2: Method of payment as per the gender basis

E payment Cash payment Total
Male 43 7 50
Female 37 13 50
Total 80 20 100
Percentage 80% 20%
Source: Field survey data
In table 2, it is very clear that out of 50 male respondents 43 respondents are using e payment method and out of 50 female
respondents 37 respondents are using E payment method. We can say that majority of male and female (80%) are using e payment
method.

Table 3: Usage of E payment

Daily Weekly Monthly Yearly Never Total
Male 21 14 9 3 3 50
Female 5 11 25 7 2 50
Total 26 25 34 10 5 100
Percentage 26% 25% 34% 10% 5%
Source: Field survey data
In table 3 it is very clear that majority of the respondents (34%) use e-payment in monthly basis. Only 5 people never use e-payment
system.

Table 4: Modes of E payment

Card App E Wallet More than one Total
Male 20 15 5 10 50
Female 33 6 2 9 50
Total 53 21 7 19 100
Percentage 53% 21% 7% 19%
Source: Field survey data
From the above table it is very clear that out of 100 respondents 21% use apps, 7% uses e-wallet, 19% prefers more than one mode of
e-payment. Majority of male and female (53%) are using card for making e-payment.

Table 5: E-Payment is helpful in emergency

Yes No Total
Male 46 4 50
Female 46 4 50
Total 92 8 100
Percentage 92% 8%
Source: Field survey data
Majority of the respondents (92) are of the opinion that E-Payment is helpful in emergency situations. If we consider male and female
separately, there also 92% of male and 92% of female have the same opinion.

Table 6: E-Payment is a secured platform

Strongly Agree Agree Neutral Disagree Strongly Disagree Total
Male 9 21 17 2 1 50
Female 5 27 17 1 0 50
Total 14 48 34 3 1 100
Percentage 14% 48% 34% 3% 1%
Source: Field survey data
From the above table it is clear that majority of the respondents (62) agreed that e-payment is a secured platform. But 34% of people
are still not clear that e-payment is secured or not.

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Table 7: Security issues faced during e-payment

Yes No Total
Male 12 38 50
Female 3 47 50
Total 15 85 100
Percentage 15% 85%
Source: Field survey data
85% of the respondents are of the opinion that they had not faced any security issues during making payment through electronic
media. This shows that e-payment system is becoming more secured platform for monetary transactions.

Table 8: E-Payment transactions includes hidden cost from users

Strongly Agree Agree Neutral Disagree Strongly Disagree Total

Male 4 14 21 10 1 50
Female 2 21 18 5 4 50
Total 6 35 39 15 5 100
Percentage 6% 35% 39% 15% 5%
Source: Field survey data
From the above table it can be said that 20% of the respondents disagree that the e-payment transactions involve hidden cost. But 41%
of respondents opinion is that e-payment involves hidden cost, where as 39% remain neutral in this matter.

Table 9: E-Payment saves time and money

Strongly Agree Agree Neutral Disagree Strongly Disagree Total
Male 17 25 4 2 2 50
Female 23 23 2 1 1 50
Total 40 48 6 3 3 100
Percentage 40% 48% 6% 3% 3%
Source: Field survey data
Majority of the respondents (88%) are of the opinion that e-payment saves time and money of the users. This may be the reason for
those to prefer e-payment in the place of cash payment.

Table 10: Government’s step towards e-payment is appreciable

Strongly Agree Agree Neutral Disagree Strongly Disagree Total
Male 15 29 4 1 1 50
Female 20 26 4 0 0 50
Total 35 55 8 1 1 100
Percentage 35% 55% 8% 1% 1%
Source: Field survey data
On the basis of above table we can say that majority of the people (90% of respondents) appreciate the governments step to support
and to improve the e-payment system to create a cashless economy.

TESTING OF HYPOTHESIS:

Table 11: People satisfaction towards e-payment

Satisfied Neutral Unsatisfied Total
Male 38 7 5 50
Female 30 11 9 50
Total 68 18 14 100
Source: Field survey data

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Asia Pacific Journal of Research
ISSN (Print): 2320-5504
ISSN (Online): 2347-4793
HYPOTHESIS:
H0: Gender and satisfaction level towards e-payment are independent.
H1: Gender and satisfaction level towards e-payment are dependent

Table 12: Chi-square Analysis

Calculated value Table value
2.9728 5.99
The chi-square analysis shows that the null hypothesis should be accepted and the alternative hypothesis should be rejected. So the
gender and satisfaction level towards e-payment system are independent.

Table 13: Purpose of payment

Purpose Number of respondents Percentage
Purchasing in retail outlet 40 40%
Online shopping 35 35%
Bill payment 21 21%
Other 4 4%
Total 100
Source: Field survey data
The above table clearly says that out of 100, 40 respondents use the e-payment for purpose of purchasing in retail outlet, 35
respondents for online shopping and 21 respondents for bill payment.

Chart 1: Reasons to prefer e-payment

40

35

30

25

20

15

10

0
safe and secure convinience cash back and time saving technology
discount development

Source: Field survey data

From the above diagram it is clear that out of 100 respondents majority of them (34%) choose a reason to prefer e-payment because of
its safety and security. 26% gives the reason for convenience, 14% for cash back offers and discount, 15% for time saving purpose
and 11% to adopt technology.

CONCLUSION
This research shows that most of the respondents reported high satisfaction level in e-payment. Based on the findings the study
concluded that a considerable percentage of the respondents are satisfied with the e-payment system in Udupi Taluk. Since the results
in this study has demonstrated that some respondents are less satisfied with the e-payment system, it is recommended that there should
be further improvement in the e-payment system. Nowadays both male and female are using and are satisfied with the e-payment
services.

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 Asia Pacific Journal of Research
ISSN (Print): 2320-5504
ISSN (Online): 2347-4793
REFERENCE
 D. Mathur (2017). A Survey of Awareness about Security in E-payment System. International Journal of Science and Technology
10(20)
 S. Fatonah, A. Yulandari and F. W. Wibowo (2018). A Review of E-payment System in E-Commerce. Journal of Physics Conference
Series.
 S. Kowsalya, Shwetha Krishnan, Mridula.R, Sowmya A. M. (2017). A Study on Perception of Customers towards E-commerce and
E-payments in Local Survey. International Journal of Innovative Research in Science, Engineering and Technology.

WEB REFERENCE

 www.wikipedia.com
 http://www.shodhganga.inflibnet.ac.in
 http://yourarticlelibrary.com

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