RESEARCH PROJECT REPORT

(BBA-3603)

On

“A Study on customer satisfaction towards

Google Pay Services in Lucknow City”

Towards partial fulfillment of

Bachelor of Business Administration (BBA)

School of Management , Babu Banarasi Das University, Lucknow

Guided by: Submitted by:

MR. RAM SINGH RAJ GUPTA

( Assistant Professor) (Roll No. 1190671309)

Session 2021-2022

School of Management

Babu Banarasi Das University

Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India
i|Page
BBD
UNIVERSITY
LUCKNOW

Certificate
This is to certify that Mr. RAJ GUPTA , student of BBA VI Semester,
Session 2020– 21 of Babu Banarasi Das University, hassuccessfully
completed the Research Project Report in the area ofLucknow
under the guidance of MR. RAM SINGH .

His topic of Research Project Report is A Study

on customer satisfaction towards Google Pay Services

Mr. Ram singh Prof. (Dr) Sushil Pande

Faculty Mentor -SOM Dean/ Incharge- SOM

Date: 11/05/2022
Place: Lucknow

BABU BANARASI DAS UNIVERSITY

BBD City, Faizabad Road, Lucknow - 226 028 U.P. (INDIA)
Website: www.bbdu.ac.in
 ACKNOWLEDGEMENT

Before I get into the thick of the things I would like to add a few heartfelt words for

the people who were part of this research report in numerous ways and people who

gave unending support right from the stage the project was started, appreciated and

encouraged when being depressed.

In this context I would like to express my gratitude towards my parents and family

members who have constantly supported and played a pivotal role in shaping my

career.

I owe my sincere gratitude towards faculty guide MR. Ram singh ( Assistant

Professor) for extending the support towards the completion of theResearch

Report.

And finally I would like to thank my friends for their unending

support.

( RAJ GUPTA )

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 PREFACE

Research Report is an important part of the Management studies. It bears immense

important in the field of Business Management. It offers the student to explore the

valuable treasure of experience and an exposure to real work culture followed by the

industries and thereby helping the students to bridge gap between the theories

explained in the book and their practical implementations.

Research plays an important role in future building of an individual so that we can

understand the real world in which he has to work in future. The theories greatly

enhance our knowledge and provide opportunities to blend theoretical with the

practical knowledge where researcher gets familiar with certain aspect of research. I

feel proud to get myself to do research at topic “A Study on customer satisfaction

towards Google Pay Services in Lucknow City”.

(RAJ GUPTA)

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 EXECUTIVE SUMMARY

The topic of the project is A Study on customer satisfaction towards Google Pay

Services in Lucknow City was done on the basis of factors that are affecting

consumer usage behavior. It was based on the customer’s point of view. Sample was

used. The mode of survey was of personal interview, where the respondents filled up

the questionnaires. The secondary data was collected from business newspapers,

magazines, company brochures, journals and the internet. This report incorporates

sincere efforts to submit the best possible dossier on the topic chosen because no study

can be perfect. There are bound to be limitations–which I faced and within which I had

to work.

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 TABLE OF CONTENT

Acknowledgement

Preface

Executive Summary

Sr. Topic Page no.

1. Introduction 1

2. Review of literature 19

3. Company profile 35

4. Objective 49

5. Research methodology 51

6. Data Analysis and interpretations 54

7. Finding 65

8. Recommendation 67

9. Problems and limitations 69

10. Conclusions 71

11. Bibliography 74

12. Annexure 77

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INTRODUCTION

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 INTRODUCTION TO THE TOPIC

Customer satisfaction means taking complete care of customer by giving them

complete knowledge about the product and about all the feature of that particular

product Customer satisfaction is the end result of your interaction with the customer.

By giving the best customer service and making sure that the customer was given the

best resolution at the end of the call, then we can say that the customer is satisfied

even if it's not verbally said. According to me customers are those who pay (salary).

Satisfaction is the key to hold the customer for future business. Complete knowledge

must be given; each and every query must be clarified by the seller. If a customer

remembers you for future business then we can say that customer is satisfied.

According to Harold E Edmondson “Customer satisfaction” is defined as "the number

of customers, or percentage of total customers, whose reported experience with a

firm, its products, or its services (ratings) exceeds specified satisfaction goals.".

Customer satisfaction is defined by whether the customer chooses to do business with

you or your company in the future. Many factors play a role in customer satisfaction,

including customer service, product quality and the ease of doing business.

Companies must consider customer satisfaction as an important role in the lifetime

value of a customer. Customer satisfaction , a term frequently used in marketing, is a

measure of how products and services supplied by a company meet or surpass

customer expectation. In a survey of nearly 200 senior marketing managers, 71

percent responded that they found a customer satisfaction metric very useful in

managing and monitoring their businesses. It is seen as a key performance indicator

within business and is often part of a Balanced Scorecard. In a competitive

marketplace where businesses compete for customers, customer satisfaction is seen as

a key differentiator and increasingly has become a key element of business strategy.

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SEVEN STEPS:

• Encourage face-to-face dealings.

• Respond to messages promptly and keep yours clients informed.

• Be friendly and approachable.

• Have a clearly-Defined customer service policy.

• Attention to details.

• Anticipate your client’s needs and go out of your way to help them out.

• Honor your promise

Meaning of Customer Service

Serving your customer with a smile on your face, even when things don’t go right.

Definition of Customer

• A person, company or other entity which buys goods and services produced by
another person, company or other entity.

• One who regularly or repeatedly makes purchases of a trader, a purchase a

buyer?

DEFINITION OF CUSTOMER SERVICE

According to Jack Speer “Excellent customer service is the process by which your

organization delivers its services or products is way that allows the customer to access

them in the most efficient, fair, cost effective and humanly satisfying and pleasurable

manner possible”. Customer service is a common term we are familiar with which

means one that aids or provides helps to the purchase of goods and service.

Google Pay is an Indian e-commerce recharge website headquartered in Noida, India,

launched in 2010. It is owned by One97 Communications. The firm started by offering

mobile recharging, adding bill payment and e-commerce, with recharges similar to

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businesses such as Flipkart, Amazon.com, Snapdeal. Google Pay was founded and

incubated by One97 communications in 2010 as a prepaid mobile recharge website.

Google Pay is an acronym for "Pay through Mobile" with android,

windows and IOS apps. Vijay Shekhar Sharma is an Indian entrepreneur and founder

of Google Pay. Customer satisfaction is a term frequently used in marketing. While it's

often abbreviated as CSAT, it is more correct to abbreviate it as CSat. It is a measure

of how recharges and services supplied by a company meet or surpass customer

expectation. Customer satisfaction is defined as "the number of customers, or

percentage of total customers, whose reported experience with a firm, its recharges, or

its services (ratings) exceeds specified satisfaction goals. It is seen as a key

performance indicator within business and is often part of a Balanced Scorecard. In a

competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element

of business strategy. According to our estimate, 75 to 80% of its revenue comes from

mobile recharge followed by DTH and retail by (Nielsen) 2015. “Mobile world,

recharges engagement and social interaction is not disjointed phenomena. Technology

is quickly redefining how we can interact and Google Pay is best at it”, by Armando

Benitez. (2014) “Google Pay is a bigger beneficiary of this mobile adoption. Think of

that e-commerce customer paying in old, folded rupee notes at the door to the delivery

person. Now they can pay using their mobile phones. Topping up a mobile phone is

easier than going to an ATM” by Bernard Lunn(2015).The growing use of Internet in

India provides a developing prospect for online recharge. If E-marketers know the

factors affecting online Indian behavior, and the relationships between these factors

and the type of online rechargers, then they can further develop their marketing

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strategies to convert potential customers into active ones, while retaining existing

online customers.

Consumer behavior is said to be an applied discipline as some decisions are

significantly affected by their behavior or expected actions. The two perspectives that

seek application of its knowledge are micro and societal perspectives. The online

recharging behavior of online rechargers and factor influencing online recharge

behavior and its future perspective. Internet is changing the way consumers recharge

and buy goods and services, and has rapidly evolved into a global phenomenon. Many

companies have started using the Internet with the aim of cutting marketing costs,

thereby reducing the price of their recharges and service in order to stay ahead in

highly competitive markets. Companies also use the Internet to convey, communicate

and disseminate information to sell the recharges, to take feedback and also to

conduct satisfaction surveys with customers. Customers use the Internet not only to

buy the recharges online, but also to compare prices, recharges features and after sale

service facilities they will receive if the recharge the recharges from a particular store.

Many experts are optimistic about the prospect of online business. In addition to the

tremendous potential of the E-commerce market, the Internet provides a

unique opportunity for companies to more efficiently reach existing and

potential customer. Although most of the revenue of online transactions comes from

B2B commerce, the practitioners of B2C commerce should not lose confidence. It has

been more than a decade since business-to-consumer E-commerce first evolved.

Scholars and practitioners of electronic commerce constantly strive to gain an improved

insight into consumer behavior in cyberspace. Along with the development

of E-retailing, researchers continue to explain E-consumers behavior from different

perspectives. Many of their studies have factors or assumptions which are based on

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the traditional models of consumer behavior, and then examine their validity in the

Internet context.

The growing use of Internet in India provides a developing prospect for online

recharge. If E-marketers know the factors affecting online Indian behavior, and the

relationships between these factors and the type of online rechargers, then they can

further develop their marketing strategies to convert potential customers into active

ones, while retaining existing online customers. This project is a part of study, and

focuses on factors which online Indian rechargers keep in mind while recharge online.

This research found that information, perceived usefulness, ease of use; perceived

enjoyment and security/privacy are the five dominant factors which influence

consumer perceptions of Online recharging. Consumer behavior is said to be an

applied discipline as some decisions are significantly affected by their behavior or

expected actions. The two perspectives that seek application of its knowledge are

micro and societal perspectives.

Internal Marketing – How It Affects Customer Satisfaction –

Successful companies make every effort to ensure satisfaction to their customer by

focusing all organizational efforts of the company on providing superior customer

service. By doing this these companies hope to retain their existing customers and

attract new ones. Only angle of customer satisfaction commonly overlooked is the

internal aspect. The internal customer or employee plays a vital role in achieving

customer satisfaction and loyalty. Some firm’s do not understand that the treatment of

internal customers becomes the external customers’ perception of the company. A

firm’s employees or other departments within the organization make up its internal

customers. Their job performance affects the firm’s ability to deliver superior

recharges and customer service (Boone and Kurtz, 1999). When a firm’s employees

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are happy at work, their overall attitude and performance towards the customer

enhances tremendously. Internal marketing helps members or employees of an

organization understand and fulfill their roles in implementing its marketing

strategy. Internal marketing not only keeps employees happy, it also shows them how

their actions affect the firm’s ability to achieve customer satisfaction.

Customer satisfaction as part of service profit chain:

A Harvard Business Review article outlines the internal process required to drive

growth and increase profitability. The article describes the ways in which service

quality contributes to success, outlining the steps in the “Service-profit chain”:

In this world of competition any organization cannot avoid Customers. It has become

a necessity for an organization for its survival in any industry so that customer

satisfaction plays important role in each and every recharges life cycle. The online

recharging behavior of online rechargers and factor influencing online recharge

behavior and its future perspective. Internet is changing the way consumers recharge

and buy goods and services, and has rapidly evolved into a global phenomenon.

Companies also use the Internet to convey, communicate and disseminate information

to sell the recharges, to take feedback and also to conduct satisfaction surveys

with customers. Customers use the Internet not only to buy the recharges online, but

also to compare prices, recharges features and after sale service facilities they will

receive if the recharge the recharges from a particular store. Many experts are

optimistic about the prospect of online recharge business. In addition to the

tremendous potential of the E-commerce market, the Internet provides a

unique opportunity for companies to more efficiently reach existing and

potential customer. Although most of the revenue of online transactions comes from

B2B commerce, the practitioners of B2C commerce should not lose confidence. It has

7|Page
been more than a decade since business-to-consumer E-commerce first evolved.

Scholars and practitioners of electronic commerce constantly strive to gain an

improved insight into consumer behavior in cyberspace. Along with the development

of E-retailing, researchers continue to explain E-consumers behavior from different

perspectives. Many of their studies have factors or assumptions which are based on

the traditional models of consumer behavior, and then examine their validity in the

Internet context.

Theoretical Foundation

The Internet has developed into a new distribution channel and online transactions are

rapidly increasing. This has created a need to under how the consumers perceive online

recharging. Price, Trust and Convenience were identified as important factors. Price

was considered as to be a most important factor for a majority of the students. The

internet has created a paradigm shift of the traditional way people recharge. A

consumer is no longer bound to opening a times or specific location. So he can become

active at virtually any time any place and recharge the recharges or services. The

internet is relatively a new medium for communication and the information exchange

that has present in everyday life. The number of internet user is constantly increasing

which is also signifies that online recharging is increasing. The rapid increasing is

explained by the consumer behavior. The internet is considered a mass medium that

provides the consumers with recharge characteristics as no other medium. Certain

characteristics are making it more convenient for the consumer compared to the

traditional way of recharge, such as the ability to any time view and recharge

rechargers visualize the needs with recharge and discuss recharges with other

consumers. Online recharge is the process of consumer go through the when they

decide the recharge on the internet. The internet has developed into a new

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distribution channel and the evaluation of this channel. E-commerce has now

identified. Using the internet to recharge online has become one of the primary

reasons to use the internet . Therefore internet develop the companies also use the

internet to convey, communicate and disseminate information, to take feedback and

also to conduct satisfaction surveys with customers. Many experts are optimistic about

the prospect of online business. Due to the rapid development of the technologies

surrounding the Internet, a company that is interested in selling recharges from its web

site will constantly has to search for an edge in the fierce competition. Since there are

so many potential consumers, it is of the out most importance to be able to understand

what the consumer wants and needs

Online Recharge in India

It is a fact that a great online recharge revolution is expected in India in the coming

years. There is a huge recharging power of a youth population aged 18-40 in the urban

area.

Rising Connectivity

If we observe the growth of Internet Subscribers from the above graph, it is

getting doubled year by year. The usage of internet in India is only 4% of the

total population. This is also getting increased day by day as the costs of computers

are decreasing and net penetration is increasing. The cost of internet usage is also

getting lower, with good competition among the providers. Wi-Fi & Wimax system

has also started in India. This will increase the usage as it goes more on wireless

internet. Indians are proving every time that they can beat the world when it comes to

figures of online recharge. More and more Indians are going to online recharge and the

frequency of India’s online buying amobile app is a computer program designed to

run on mobile devices such as Smartphone and tablet computers. Most such devices

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are sold with several apps bundled as pre-installed software, such as a web

browser, email client, calendar, mapping program, and an app for buying music or

other media or more apps. Some pre-installed apps can be removed by an ordinary

uninstall process, thus leaving more storage space for desired ones. Where the software

does not allow this, some devices can be rooted to eliminate the undesired apps.

Native mobile apps often stand in contrast to software applications that run on

desktop computers, and with web applications which run in mobile web

browsers rather than directly on the mobile device. Leading Indian e-commerce

company Google Pay on Friday said its mobile application on Google Android

Playstore is the first Indian app to clock 50 million installations.“Google Pay has

become the first Indian app to cross the 50 million installs landmark on Google

Android Play Store. This landmark was crossed in the first week of February 2016,”

said a company statement, adding the mobile app has beaten several other popular

apps in the genres of communication, social and entertainment to reach the milestone.

According to Google Pay, app traffic comparison site Similar Web has ranked its app

as India’s top shopping app with 47 percent share of all recharging app visits, while,

including Mobikwik, it is 63 percent. The term payment is as old as human

civilization, since then the payment industry has undergone a drastic transition from

barter system to virtual payments(mobile wallets).Barter system an age old method of

exchange which has been used for centuries long before money was invented, people

exchanged goods and services for other goods and services in return. The trading

system expanded its boundaries towards exchanging precious metals like copper,

bronze, gold etc. With the advent of the industrial revolution in the 1t8h century,

banking system was adopted as standard payment and as a monetary regulating body.

This led to the development of other modes like loans, savings a/c, withdrawals etc.

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After the success of banking system, our cash based society evolved through internet,

this led to building up of various electronic payment systems like Debit card, Credit

card, E-cheques and is now pushing into the digital frontier of virtual wallet (mobile

platform). MOBILE TECHNOLOGY has paved a way through which people and

businesses buy and sell the goods and services. With this advancement in technology,

things around us have drastically changed. As smart phones have become more

affordable& prevalent, it caters to comfort & conveniences i.e. ordering food, online

shopping, booking movie tickets etc. With the introduction of digital wallets in early

90’s pioneered by Sam Pitroda with the vision, underlying the needs of the customers-

an easy to use interface, ability to securely transact in the virtual and real world, in

came app-based wallets such as Paytm, Mobikwik, Freecharge etc, which has become

extremely convenient for a person to make cashless transactions. Mobile wallet is

equivalent to physical wallet, it provides a platform for the user to keep money in it as

that of a bank account i.e. the user needs to make an account with a mobile wallet

provider, money can be loaded to the M-wallet account using a debit card, credit card,

bank account etc. The money loaded by the user can be used to pay for goods &

services, transfer funds from their mobile wallet through a simple SMS or via Near

Field Communications (NFC) or the wallet services that takes in the users payment

information and pays the users bills instantly for certain services.RBI has increased

the money loading limit from Rs 5,000/- to Rs 1, 00,000/- .

Conversion process (physical money to virtual money):

Debit
Physical card,credit Virtual
card, Bank M-wallet
money money
account

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The advantage of completing an online transaction through mobile wallet is, it does

not charge any amount of money on every transaction and saves the customer from

the hassle of entering card details and pin number for each and every transaction. It is

easy and convenient for the users, as the user needs to sign in the account and make

payment. On the other hand it focuses on online merchants and offline merchant’s i.e.

the M-wallet provider’s act as an intermediary between the merchants and the wallet

users. Traditionally, banks were never interested in small transactions but with the

increasing number of M-wallet providers, banks were petrified that their relationship

with customer will be upstaged by them, so they launched their own digital wallets

(payzapp and pockets) by HDFC bank & ICICI bank. The current scenario is

witnessing a new payment methodology called the mobile wallet which has

revolutionized the payment system on a single tap. Therefore the perception of

customers is changing from “bank-first to payment-first”. Players like Paytm,

Mobikwik, Free charge, citrus etc have taken charge towards the payment system.

There are currently about 20 mobile wallet payment gateways in INDIA out of which

few payment system gateways are licensed by RBI as payment banks.RBI has

licensed these wallets as payment banks for their sustainability and certainly to

improve their earnings & also facilitate further financial inclusion by providing small

savings a/c & remittance services to migrant labour work force, low income

households, small businesses & other unorganized sector entities. According to RBI

data, transactions of M-wallets have surged three-fold to Rs 8,180 crore in 2014-15

.The number of transactions rose from 106 million to 255 million in 2014-15 over the

previous year.

Classification of Mobile wallets :

The mobile wallets in India are classified into three types

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 Mobile wallets
in INDIA

Telecom backed Independent

Wallets by bank
wallets wallets

Free charge, ICICI Pockets,

Citrus, State bank buddy,
Idea money, Paytm, Chillr,
Reliance jio wallet, Ruplee wallet, Citi Masterpass,
m rupee mobile walet, Oxigen wallet, Lime,
Airtel money, Payu money, HDFC Payzapp,
Vodaphone M-pesa. Momoe, PingPay by Axis Bank.
Mobikwik wallet.

Telecom-operated mobile wallets:

Many telecom service providers in India have their own mobile wallet as part of its

product portfolio. One of the initial services offered by mobile wallets was mobile

recharges. Airtel was the first mover in the market in the year 2011, it got the

payments bank license from the RBI in August 2015 and started Airtel money in a

joint venture with Kotak Mahindra Bank. Reliance jio was also granted a license with

SBI. Idea Cellular also got its license for IdeaMoney with partner Axis Bank.

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 Vodafone has M-Pesa which is a major player in the market, along with TATA

docomo that has mRupee.

Wallets by banks:

Most major banks in the India are developing mobile wallets for their customers in

order to have a direct interaction between the seller, the buyer and the bank. ICICI

Bank launched ICICI pockets in February 2015, HDFC with Chillr and PingPay by

Axis Bank and one of the late entrants, SBI launched state bank buddy.

Independent wallets:

There are plenty of up-comers in India such as Paytm, Ruplee, Oxigen wallets etc.

Paytm is the exclusive wallet service for RoomsTonite, also payment platform for

Uber and it already claims that it has crossed the 100 million users whereas Mobikwik

is the wallet of choice for IRCTC tickets, Big Bazaar and even loans etc.

RBI’s initiatives towards m-wallets:

RBI has been playing a pivotal role in the promotion of electronification of payments

in the country. It has classified M-wallets into four types:

RBI

OPEN SEMI-OPEN SEMI-CLOSED CLOSED

WALLETS WALLETS WALLET WALLET

• OPEN WALLETS are the ones that allow the users to buy goods & services,
withdraw cash at ATMs or bank & transfer funds.( e.g.: ICICI’s pocket)

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• SEMI- OPEN WALLETS allows the users to buy goods & services at wallet
accepting merchant locations (point of sale terminals). They do not permit cash

withdrawal or redemption by the holder. (e.g.: Airtel money)

• SEMI-CLOSED WALLETS allows the users to buy goods & services at listed
merchants & perform financial services at listed locations, therefore one can use to

pay for wide range of services. These are much more flexible than fully closed

wallets. They do not permit cash withdrawal or redemption by the users (e.g.:

paytm, mobikwik etc. The money put into wallet can be used for various purposes

such as tickets, prepaid recharges, DTH, money transfer etc).

• CLOSED WALLETS are issued by business establishments for use at their

respective establishment only. These instruments do not permit cash withdrawal or

redemption.( e.g.: Ola has a closed wallet for taxis, and the money put into theservice

can only be used to pay for those taxis). According to Reserve Bank of India’s

guidelines, a maximum of Rs 10,000 can be deposited in an M-wallet. After

a customer deposits Rs 10,000 in their a/c, the company pays 1-2% transaction

charge to the bank and earns a commission of 1.5-2% for every transaction made by

the customer through the wallet from the Merchant.

About m-wallet providers:

Paytm

Paytm is one of the fast growing companies in the mobile wallet space in

India. Paytm received the mobile wallet service license from the Reserve Bank of

India last year, it aims to cross the more than 100-million users mark by 2016.With

its mobile first strategy, Paytm does more than 30 million orders of various digital

and physical goods every month. Launched in 2014, Paytm wallet is India’s

dominating mobile payment service platform.

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 Mobikwik

Mobikwik Started in 2009, The Mobikwik Wallet claims to enable users to pay in a

flash for their recurring mobile recharge, bill payments and online purchases on

popular e-commerce websites (apps). The user can make payments using mobikwik

for eBay, Snapdeal, Shopclues, MakeMyTrip, redBus, BookMyShow, Domino’s

Pizza, Fashion and you, American Swan, Abhibus, Purplle, HomeShop18, Naaptol,

Pepperfry, Yepme and Infibeam.

Oxigen

Oxigen is one of the oldest players in the payment market while the company jumped

into the mobile wallet space just last year. With its service, people can share money

with their friends and family. It allows the users to use their wallet to recharge their

mobile phones, pay bills and shop across a large number of online merchants.

Citrus

Citrus pay another key player in the mobile wallet space, which has quickly garnered

attention from users in India. It claims to have completed transactions on its platform

to the tune of 1bn dollars. In addition the company has attracted funding from

investors such as Sequoia Capital, Beenos, and E-Context Asia, among others.

Free charge

Free charge founded in 2010, Free Charge claims to be strong in the mobile wallet

space with 20 million registered users. It is one of the biggest mobile recharge

platforms. The company was acquired by Snapdeal for $400. Other M-wallet service

provider includes pay u money which offers a one percent discount on every purchase

made using their wallets, Nova pay which focuses on India’s semi-urban and rural

market, Momoe which is focused for cashless payments in city’s retail outlets, Airtel

money, Vodafone-m pesa,chillr,m-rupee,ikaaz, Lime, ICICI pockets etc.

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Mobile Wallet is an advance alternative to physical wallet. It acts as the point of

interaction between the users & merchants. Mobile wallet is a very young concept in

India.

Purpose of Using Mobile-Wallet Services:

As a substitute for the traditional wallet, following are the uses of M-wallet:

• Recharge and Broadband top-ups

Instead of going to a shop in order pay for top-ups. M-wallet enables Telco’s to

allow mobile wallet users to quickly and efficiently recharge prepaid account of a

mobile phone user via mobile phone anytime, anywhere.

• Instant money transfer to any bank

It offers the customers the flexibility and convenience of managing their funds via

mobile devices by integrating their bank account with M-wallet. It is convenient

and a secured alternative, which allows the consumers to flexibly transfer their

funds from bank account to M-wallet and vice versa without having to visit their

bank branch. Consumers need to register with their bank and integrate their M-

wallet with the bank account to avail this service.

• Online shopping and merchant payments

It allows the users to make payments for all kinds of goods and services in an easy

way via mobile wallet. The payment platform provides a real-time authorization

and enables secure mobile commerce and payment acceptance for both in-store and

online.

• Payment for booking transport facilities

Transportation facilities provide the users, personal mobility and freedom for users

from every walk of life.

• Utility bill payments

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 It helps the household or office to pay for electricity, water, gas, telephone etc on a

single click.

Advantages of mobile-wallets services:

▪ One’s wallet can be snatched, misplaced or pick pocketed, but mobile wallet cannot

be, though there is a chance of someone stealing one’s a mobile.

▪ If the bill is of Rs 199/- or Rs 235/-, one will not have to run around asking for

change. It allows paying on a single tap.

▪ One need not fill in card numbers and passwords every time, they can link their

credit cards, debit cards and bank accounts and pay immediately without any hassle

to enter the details each time.

▪ When one makes a payment through a debit card or credit card, one is disclosing

their confidential bank data on the merchant’s site or establishment, it can lead to

unwanted security issues but by using M-wallet, one can restrict the exposure of

confidential data.

▪ Massive rewards in the forms of discounts & cash backs.

Disadvantages of mobile-wallet services:

▪ Only with a smart phone & speedy internet connection one can use such services.

▪ More than the connectivity, security is the major issue.

▪ Dismal battery back-up of smart phones one can never be sure whether the phone

will be alive even for that one tap payment.

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LITERATURE
REVIEW

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 LITERATURE REVIEW
Dewan and Chen, 2005; Kreyeretal., (2003) "Acknowledgment and Use of Mobile

Payments "Studies recommend that there is a general buyer enthusiasm towards

utilizing versatile installment applications The underlying reception of portable

installments has not, nonetheless, been as fast or far reaching of course. Mallat (2007)

"Investigating shopper appropriation of versatile installments – A subjective report"

This paper exhibits a subjective report on customer reception of portable installments.

The discoveries recommend that the relative preferred standpoint of versatile

installments is not quite the same as that predefined in appropriation hypotheses and

incorporate freedom of time and place, accessibility, conceivable outcomes for remote

installments, and line evasion. Besides, the reception of portable installments was

observed to be dynamic, contingent upon certain situational elements, for example, an

absence of other installment strategies or criticalness. A few different hindrances to

selection were additionally distinguished, including premium evaluating, many-sided

quality, an absence of minimum amount, and saw dangers. Dahlberg etc. al., (2007)

"Past, present and eventual fate of portable installments inquire about: A writing

audit" proposed a structure of four possibility 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. Mandeep

Kaur and Kamalpreet Kaur(2008), in their article, "Improvement of Plastic Cards

Market: Past, Present and Future Scenario in Indian Banks" presume that Indian

saving money segment is tolerating the test of data innovation as every one of the

gatherings of investors have now remembered it as fundamental necessity for their

survival and development in future Despite the solid advances in installments, an

20 | P a g e
expected 90 percent of individual utilization consumption in India is as yet made with

money which shows the gigantic development capability of this business. So this can

be considered as insignificant starting which shows the brilliant future prospects of

plastic card showcase in India. Nayak, Tapan Kumar and Manish Agarwal (2008) in

their paper "Buyer's conduct in choosing Mastercards" talked about the elements

impacting the choice of charge cards among customers. The central point calls

attention to by them are benefit offers, limited time offers, premium advantages,

money benefits, simplicity of installments, installment charges, card advantages and

time advantage. Ashish Das, and RakhiAgarwal, (2010) in their article "Cashless

Payment System in India-A Roadmap" Cash as a method of 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

standard (Pulina,2011) "Do Digital Wallets as a Payment Method Influence Consumer

in Their Buying Behavior? With the coming of innovation, customers have a huge

exhibit of installment modes which encourages installment for exchanges by being

more advantageous, worthy and open. Anupama Sharma (2012) in her examination

paper "Plastic card fakes and the counter measures towards a more secure installment

component" have tossed light on the quantity of cheats expanded impressively in the

utilization of plastic cards as if there should be an occurrence of plastic card fakes the

most influenced parties are the vendors of products and ventures as they need to hold

up under the full obligation for misfortunes because of fakes, the banks additionally

bears some cost particularly the circuitous cost though the cardholders are minimum

influenced due to restricted customer risk and reasoned that every one of these

21 | P a g e
misfortunes can be managed by making the judicious utilization of the new innovation

and taking the separate counter measures. Bansi Patel and Urvi Amin (2012) in their

exploration paper "Plastic Money : Road may Towards Cash Less Society" examined

that now days in any exchange Plastic cash winds up noticeably unavoidable piece of

the exchange and with it life turns out to be all the more simple and advancement

would assume better position and alongside the plastic cash it ends up plainly

conceivable that control the cash clothing and viable usage of budgetary framework

would end up noticeably conceivable which would likewise accommodating for

charge enactment. Olalekan S. Akinola (2012) "Cashless Society, Problems and

Prospects, Data Mining Research Potentials" depicted that there is most likely, our

current society is step by step getting the cashless disorder. E-installments, ATM

cards and others are presently the request of the day at our work-places. This paper

investigates the achievability of presenting cashless methods for business exchanges

into our general public and the security dangers related with it. The paper clarifies the

possibilities of applying information mining procedures to successfully control the

security dangers lastly introduces a model for learning extraction in a cashless

domain. They additionally represent various difficulties and dangers identified with,

in any event, specialized measures, information security, lawful issues and purchaser

conduct Braga and Mazzon (2013) Do Digital Wallets as a Payment Method Influence

Consumer in Their Buying Behavior?" proposed an exhaustive 'Installment Mode

Influencing Consumer Purchase Model', considering the fleeting partition, worldly

introduction, discretion and agony of installment develops, and including the

computerized wallet as another installment mode. Mc Kinsey and Co. (2014)

"Speedier installments: Building a business, not only a framework "the US purchasers

excitement for specific advantages empowered by portable installments stayed high,

22 | P a g e
particularly around less demanding use of coupons and reliability focuses. In any

case, fervor is directing as conveyance of these advantages stays divided crosswise

over numerous suppliers, with none of them normally acknowledged by a wide

arrangements of traders. Truth be told, the outcomes demonstrated that customers

were less amped up for a large number of the different incentives empowered by

versatile installments (counting "leaving their wallet at home"), and they were more

incredulous about the wide guarantees of portable wallets than they were one year

prior. SushmaPatil (2014) "Effect of Plastic Money on Banking Trends in India" is

inspected that Indian clients think that it’s less demanding to make physical

installment (Visa or charge card installments) as opposed to conveying excessively

money adding to the development of plastic cash in the nation. It benefits the buyer

through improved item offerings at a lower cost and that too with lucrative

arrangements enchanted with rewards conspire, steadfastness extra focuses, limited

time battles and so forth. The landing of shopping centers multiplexes, web based

shopping stores and shopping buildings urge the clients to make utilization of plastic

cards. Piyush Kumar (2015) "An Analysis of Growth Pattern of Cashless Transaction

System" broke down that instructing clients about Cashless Transaction System there

is a need to teach them about the separating variables of the Cashless Transaction

System. Since Visa and Master Card are promoting routinely and in this way builds

mindfulness. Attention to Technology serious conveyance channels like net keeping

money, portable managing an account, and so on have made a win-win circumstance

by broadening extraordinary comfort and various alternatives for clien Banks have

been utilizing innovation to lessen cost and improve proficiency, profitability and

client accommodation. Khuram Shafiq and Khalil Ahmad (2015) Is plastic Money

Matter for Consumer Buying Behavior? This examination gives the affirming data

23 | P a g e
since buyers feel good in spending through plastic cash .as of late because of

extraordinary advancement of innovation use of plastic cash has turned out to be

acknowledged all around the globe. Overall population has likewise ended up being a

gigantic client of these plastic cash modes. The essential reason behind leading this

investigation was to watch the utilization conduct of client. The discoveries from led

examines have discover to be generally positive. BabitaSingla, Manish Bansal (2015)

in their investigation the creators have supported that the shoppers are happy with

plastic use, and the non-platinum card clients are intrigued to utilize the card for buys

and mean to utilize the card in not so distant future. The mindfulness level and nature

with such installment framework is additionally high however advertisers and bank

experts are not giving careful consideration to increment such charge card utilize.

Additionally, the exploration highlights the issues confronted by customers while

utilizing the card for installment The most critical element impacting their check card

installment conduct was seen convenience and helpfulness of card. Bappadtiya

Mukhopadhyay (2016) broke down by enabling MFIs to create and keep up the basic

systems of cashless exchanges, the impetus for the MFIs to advance cashless is

produced. Note that given that cashless exchanges will leave computerized

impressions, distorting of cashless exchanges will be completely evaded. It

additionally proposed that further suggest certain tax exempt or motivating force on

cashless exchanges for family unit costs. Mindfulness about the upsides of cashless

installments: A deliberate push to make people mindful of the benefits of cashless

installments is the beginning stage. Boost installments into accounts: The positive

connection between customary inflows into accounts and cashless installments is

solid. Evacuation of e-installment costs: Merchant Discount Rates and

accommodation accuses related of e-installments must be diminished. Dr. Stitch

24 | P a g e
ShewtaRathore (2016) "Appropriation Of Cashless transcation 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.

furthermore, additionally prescribe advertising and advancements projects should

directed to make mindfulness among non-clients. Rebate offers and reward focuses on

making installments through cashless transactional increment its notoriety and

appropriation also. To expand the utilization of advanced wallet, it is required to

instruct shoppers about the advantages of a cashless transcationin rearranging and

streamlining their buying encounters. RoopaliBatra , NehaKalra (2016) "Are Digital

wallets The New currency?" her investigations let us know in a period of

digitalization, the examination intends to contemplate the client recognition,

utilization design inclinations and fulfillment level with respect to advanced wallets

in view of an investigation of 52 respondents. It additionally recognizes the

hindrances and difficulties to the selection of the same. The outcomes demonstrate

that there exists a tremendous undiscovered market for computerized wallets both

regarding expanding mindfulness and also its use. Likewise, the recurrence and

estimation of every exchange utilizing advanced wallets stays restricted. Web based

shopping risen as the prime reason for use of advanced wallets. The investigation

watched that respondents lean toward utilizing wallets since they spare time and are

anything but difficult to utilize and get to. In any case, security of cash executed

remains their real concern. Security issues as far as dread of money misfortune and

absence of ease of use for worldwide exchanges are the prime obstructions to its

reception. While the time of respondent had some huge effect on sorts, sum and heaps

of computerized wallets, sex simply affected the heap of advanced wallets.

25 | P a g e
Additionally research could investigate in more noteworthy profundity the relationship

between other statistic factors like salary level, instructive level, nature of occupation,

conjugal status and so forth. K. C. Balaji and K. Balaji (2016)"A Study

On Demonetization And Its Impact On Cashless Transactions" considered that the

development of the cashless exchange framework is achieving new statures.

Individuals tend to move to cashless exchanges. It is on the right track to state that the

cashless framework is a prerequisite as well as a requirement for the general public.

However, then again, the danger of digital wrongdoing is especially higher as all the

cashless exchanges are done over web. So appropriate and finish mindfulness must be

made to the general population to keep their charge and Mastercards safe and to

utilize the web saving money and the advanced wallet in a most secure manner. So as

to rebuff the digital lawbreakers, the legitimately organized digital police compel with

top of the line criminological labs and innovation must be made. KunalTaheam, Rahul

Sharma and saurabh Goswami (2016) "Drivers Of Digital Wallet Usage: Implications

For Leveraging Digital Marketing" The outcomes from this investigation highlighted

on various elements that inspired individuals to utilize computerized wallets for

making installments. Individuals in Punjab have been found have been discovered

utilizing advanced wallets because of the intentions of controllability and security,

societal impact and helpfulness and requirement for execution improvement. This

investigation demonstrates that individuals of Punjab utilize any sort of advanced

wallet because of one or these distinguished intentions. Advertiser's have to base their

arrangements for advancing computerized wallets around these thought processes that

individuals consider while utilizing such items or administrations. Bamasak (2011)

"Investigating shoppers acknowledgment of versatile installments – an exact

examination" demonstrated that there is a splendid future for m-installment in Saudi

26 | P a g e
Arabia as dominant part of respondents demonstrated their ability to take part in such

a movement. In any case, security of versatile installment exchanges and the

unapproved utilization of cell phones to make an installment were observed to be of

incredible worries to the cell phone clients. Doan (2014),Rogers (1983) "Shopper

Adoption In Mobile Wallet A Study Of Consumers In Finland" outlined the

appropriation of versatile wallet among buyers in Finland as just toward the starting

phases of the Innovation-Decision Process: The hypothetical parts of electronic trade

were basically analyzed to comprehend the substructure of conduct towards aim to

utilization of cashless exchange. The writing audit determines the purchaser conduct

towards the selection of cashless exchange by thinking about different elements

propelling reception of innovation. Diverse components have become an integral

factor which influence the selection of cashless exchange as an installment medium,

for example, put stock in, expressiveness and saw usability, assuming a critical part in

encouraging reception of advanced installment arrangements .Safety and security of

installment when contrasted with conventional strategies goes about as one of the

other main thrust. Security and protection were the significant worries for the

shoppers which influence the selection of advanced installment arrangements.

Security recognition assumes a critical part in appropriation of versatile wallets. Seen

security and protection characterizes the degree to which purchasers accept that

cashless exchange installment technique is sheltered and secure. While saw

convenience inspires clients by means of improvement in their self-working

capacities. Elements like confirmation, secrecy, honesty of information were

recognized to positively affect clients confide in advanced installment strategies.

Cashless exchange installments convey additional accommodation to customers by

offering adaptable installment options and quickening trades. Albeit saw value was

27 | P a g e
thought to be the most persuading indicator regarding computerized installment

arrangements however self viability too assumes a noteworthy part in reception of

advanced installment arrangement as shoppers with higher level of self-adequacy

were more disposed towards the utilization of cashless exchanges their solace level

with innovation utilize was high. Socioeconomics additionally assume a vital part in

appropriation of any new innovation. In India buyers more youthful than 35 years old

are almost twofold to download a portable application in their cell phone in contrast

with more than 50 years old. The greater part of those customers, utilize advanced

wallets in any event once in seven days, most ordinarily to exploit exceptional offers,

for example, coupons, rebates and so forth. Idea of execution hope goes about as a

vital component that impacts the selection of portable installment arrangements .we

found that classification of information was most essential paradigm for appropriation

of versatile installment arrangements in this way identifying with the consequences of

past investigations of saw protection and security. The relative favorable position

which cashless exchange offers are comfort, security and reasonableness over other

Installment strategies uniquely while exchanging cash. Many-sided quality is

additionally observed as one of the properties which administer advanced wallets

selection and utilize. Time accommodation was observed to be a critical calculate

appropriation of advanced wallets and its aim to utilize . A few people likewise

observe this as far as usability which is how much a man discovers utilizing an

innovation free of exertion. It is shown that comfort and handiness of an innovation

assumes an essential part in reception of electronic business and further utilization of

cashless exchange. Given the origination that there were various purposes for cashless

exchange use, the accompanying issue of present examination was conceptualized.

Petrovic Dejan (2006) in his study on Analysis of consumer behavior online

28 | P a g e
explained that the most relevant behavioral characteristics of online consumers and

examine the ways they find, compare and evaluate product information. Comparison

of the newly collected survey data with the existing consumer behavior theory

resulted in detection of a number of issues related to a specific consumer group. The

purpose of this report is to translate these findings into a set of implementation

activities on strategic and technological level. Execution of these recommendations

will result in better conversion of visitors into customers and encourage customer

loyalty and referrals. The focus group of this study will be young adults aged between

eighteen and thirty-four interested in buying a mobile phone or a related product

Harris Interactive (2009) in their study of online customer experience. The survey

found that online customer experience reached an inflection point in 2009. The

percent of consumers who have experienced problems when conducting transactions

online showed its first substantial decrease in five years -- from approximately 87% in

all previous Tealeaf surveys to 80% in 2009. While the percent of consumers

experiencing online transaction problems, at 80%, remains high (the potential online

shopping dollars impacted by transaction problems rings up at $47.6 billion), this

improvement points to a growing business focus on delivering better customer

experiences. The survey sheds light on forces driving this accelerated online customer

experience focus, including the down economy and increased consumer power due to

experience-sharing via social media. It also examines consumer behavior when

transacting online, call center behavior related to online issues and mobile commerce.

Verticals represented in the findings include retail, insurance, travel and financial

services.San Francisco, CA – 6th October 2009 - the leader in online

Customer Experience Management software (CEM), today announced the results of

the 5th annual survey of online consumer behavior, commissioned by Tealeaf and

29 | P a g e
conducted by Harris Interactive® [results available at www.tealeaf.com/Harris]. The

survey found that 48% of U.S. online adults say that they are now conducting more

online transactions than they did in the past given the current economic climate.

However, 80% of adults who have conducted an online transaction in the past year

experience problems when doing so in 2009. Previous Tealeaf surveys have

consistently shown that approximately 87% were affected. This improvement over

prior years may be attributed to a growing business focus on delivering better online

customer experiences. While this reported decline in online transaction issues is good

news, online customer experience is still very much a work in progress. The

percentage of consumers affected by issues such as error messages (38%), endless

loops (19%) and login problems (28%) is still extremely high. 1 Further; the resulting

business impact is significant, as 32% of those who experience issues when

conducting transactions online. Bikramjit Rishi (2010) in their study on online

shopping is an innovative option of distribution available in the hands of marketers. It

is innovative and creative because marketers can experiment with it in form, content,

visibility and availability. In India online shopping is considered as a relevant

alternative channel for retailing and it is now an important part of the retail

experience. This research study is an empirical study to find out the motivators and

decisional influencers of online shopping. The sample has been selected from the

youth population as this group of people actually use internet to buy online. The study

highlights that reliability; accessibility and convenience are the major motivator

factors which motivate the Indian consumer to buy online. Similarly, reluctance and

preference are the two decisional factors which influence the decision.

Kamali and Loker (2002), in their study Internet retail sales represent a new and

increasingly vital commercial milieu. E-commerce or electronic commerce saw sales

30 | P a g e
revenues grow 12.1 percent in 2001 to $31.4 billion a figure expected to reach $81.1

billion by 2006 (Kamali & Loker, 2002). While it is clear that many more consumers

are electing to shop online than in the past a shift in behavior that may be due to the

sense that online shopping is safer and more secure than it was initially and to the

adoption of alternative shopping avenues. This essay will examine these issues,

arguing that browsers become buyers in cyberspace as perception of safety, product

quality, and retailer reliability increase an idea also advanced by Li, Luo,

Lepkowaska-White and Russell . Atanasov (2001) in their study it is anticipated that

the worldwide market for business-to-business and business-to-consumer e-commerce

will total $3.1 trillion in 2004 as compared to $350.4 billion in fiscal 2000-2001.

Among the most profitable products and services sold online are consumer goods

such as books, videos, music, computers and other tech products, and travel

(Schmerken, 2001). Other profitable sectors include investment transactions, which

Schmerken (2001) considers to have generated a wave of corporate spending on e-

commerce. The Internet and its myriad e-commerce or marketing sites, represents

what researchers believe to be the security concerns of online shoppers and potential

shoppers. These researchers and others reported that online buyers are also concerned

about security issues when making online purchases. Though many consumer

concerns regarding the inherent safety of financial transactions online have been

resolved through the development of sophisticated encryption programs, many

consumers require additional assurance that their financial data will be held in

confidence. Other security issues that were identified by Mauldin and Arunachalam

(2002) focus on retailer disclosures, information risk, product risk, and familiarity

with the retailer and the product. Generally, Mauldin and Arunachalam (2002) found

that intent to purchase rather than merely browsing online increases in direct

31 | P a g e
association with a sense of security and comfort. Retailers who offer their products

online are therefore advised to emphasize product disclosure and retailer disclosure

and reduced information risk in their e-commerce sites. Though most online retailers

do provide clear descriptions of security procedures, some Internet shoppers still

avoid using credit cards online. Overcoming resistance to this fear is one of the key

tasks that must be under taken. Ogenyi Ejye Omar, Alan Hirst (2006) in their study

they evaluates women's attitude as an overall inclination towards apparel shopping

online via e-mail questionnaire. Its findings suggest that women generally show

positive attitudes towards shopping online for apparel. Women who shop for apparel

online are aware of some of the discouraging features of online shopping, but these

features do not deter them from buying online. The implication for online retailers is

that they should focus on making the experience of online shopping more

accommodating and more user -friendly. This is important because the positive

features of online shopping ('convenience', 'usefulness', 'ease of use', and 'efficiency')

appear to be more important than the negative features ('lack of security', 'privacy of

information' and 'online fraud. Ruiliang Yan, John Wang (2009) in their research it

provides a useful framework to help business marketers identify the effect of

consumer online purchase costs on firm performances in online and traditional

channel competition. A game theory model is developed to determine the optimal

strategies for online and traditional retailers. We demonstrate that consumer online

purchase costs always have a valuable impact on firm profits, and further show that

consumer online purchase costs always have a much more valuable impact on firm

profits whenever the traditional retail transaction costs and the product web-fit

change. We also find that consumer online purchase costs have a greater impact on

the retailer's profits in a Stackel berg competitive system than in a Bertrand

32 | P a g e
competitive system. Based on our results, managerial implications are discussed and

probable paths of future research are identified. Scott M. Smith, Chad R. Allred,

William R. Swinyard (2008) in their research paper they discusses online

shopping in context of diffusion of innovation theory. It proposes that online shopping

is a discontinuous innovation whose adoption rate is influenced by several of Rogers'

(2004) diffusion deterrents. A new 12 -item 'Computer Competence Index' (CCI) is

proposed and tested using data from an internet - administered US probability study

of 1800 online users. EShoppers are profiled using a tertile split of the CCI. Each

tertile's demographics, computer activities, computer - oriented lifestyles, and online

purchase activities are reported. Evidence is presented that concepts related to the

diffusion of innovation may explain resistance in the growth of online shopping A.M.

Sakkthivel (2009) in their research paper aims to identify the impact of demographics

on consumer buying behavior towards online purchase of different products based on

the involvement and investment (High, Medium and Low). It attempts to unearth the

impact of the demographics on online purchase which is at present relatively limited.

It would help the marketers to identify the demographic profile of consumers which is

otherwise not known due to the intangible nature of internet. The findings would help

the marketers to design their offerings based on the demographic profile of online

consumers and would help the online marketers to identify and segment the online

consumers which will enhance their focus and eventually leads to financial growth.

Jianwei Hou, Cesar Rego (2007) in their study in traditional auctions, it is often

assumed that bidders are a homogenous group. However, since most online bidders

are average consumers instead of professional bidders, we suspect that online bidders

are a heterogeneous group. The purpose of this paper is to explore the types of online

bidders based on their real bidding behaviour in the context of consumer-to-consumer

33 | P a g e
online auction market. A cluster analysis is employed and four types of online bidders

are finally identified in a private value auction, namely, goal-driven bidders,

experiential bidders, focused bidders, and opportunistic bidders. The profile and

performance of each group are also discussed.

34 | P a g e
COMPANY
PROFILE

35 | P a g e
 COMPANY PROFILE

Google Pay

Mobile app payment checkout screen of Google Pay

Developer(s) Google

Initial release September 11, 2015; 3 years ago (as Android Pay)
January 8, 2018 (as Google Pay)

Stable release(s)
Android 2.85.239456103 / March 22, 2019; 15 days ago
Wear OS 1.53.186034020 / February 21, 2018; 13 months ago
Operating system Android Lollipop 5.0 and above
Type Online payment
License Proprietary
Website pay.google.com

36 | P a g e
Google Pay (stylized as G Pay; formerly Pay with Google and Android Pay) is a

digital wallet platform and online payment system developed by Google to power in-

app and tap-to-pay purchases on mobile devices, enabling users to make payments

with Android phones, tablets or watches. As of January 8, 2018, the old Android Pay

and Google Wallet have unified into a single pay system called Google Pay. Android

Pay was rebranded and renamed as Google Pay. It also took over the branding of

Google Chrome's auto fill feature. Google Pay adopts the features of both Android

Pay and Google Wallet through its in-store, peer-to-peer, and online payments

services. The rebranded service provided a new API that allows merchants to add the

payment service to websites, apps, Stripe, Braintree, and Google Assistant. The

service allows users to use the payment cards they have on file with Google Play.

The Google Pay app also added support for boarding passes and event tickets in May

2018.

Service

Google Pay uses Near Field Communication (NFC) to transmit card information

facilitating funds transfer to the retailer. It replaces the credit or debit card chip and

PIN or magnetic stripe transaction at point-of-sale terminals by allowing the user to

upload these in the Google Pay wallet. It is similar to contactless payments already

used in many countries, with the addition of two-factor authentication. The service

lets Android devices wirelessly communicate with point of sale systems using a near

field communication (NFC) antenna, host-based card emulation (HCE), and Android's

security. Google Pay takes advantage of physical authentications such as fingerprint

ID where available. On devices without fingerprint ID, Google Pay is activated with a

passcode. When the user makes a payment to a merchant, Google Pay does not send

the credit or debit card number with the payment. Instead it generates a virtual

37 | P a g e
account number representing the user's account information. This service keeps

customer payment information private, sending a one-time security code instead of

the card or user details. Google Pay requires that a screen lock be set on the phone. It

has no card limit. Users can add payment cards to the service by taking a photo of the

card, or by entering the card information manually. To pay at points of sale, users

hold their authenticated device to the point of sale system. The service has smart-

authentication, allowing the system to detect when the device is considered secure

(for instance if unlocked in the last five minutes) and challenge if necessary for

unlock information. Spring CEO Alan Tisch said Google Pay improves mobile

shopping business by supporting a "buy button" powered by Google Pay integrated

within vendor's creative design.

History
Originally launched as Android Pay, the service was released at Google I/O 2015.

Android Pay was a successor to and built on the base established by Google Wallet

which was released in 2011. It also used technology from the carrier-backed Soft card—

Google had acquired its intellectual property in February 2015. At launch, the service

was compatible with 70% of Android devices, and was accepted at over 700,000

merchants. Google Wallet still powered web-based Play Store purchases and some app-

based peer-to-peer payments, for instance in Gmail.

The logo of the former branding of the service, Android Pay.

38 | P a g e
As of 2017, it is currently available in the United States, Canada, Brazil, UK, Ireland,

Spain, Belgium, Poland, Czech Republic, Ukraine, Russia, Singapore, Hong Kong,

Taiwan, Japan, Australia and New Zealand. Upon its UK launch Android Pay

supported MasterCard and Visa credit and debit cards from many of the UK's major

financial institutions — including Bank of Scotland, First Direct, Halifax, HSBC,

Lloyds Bank, M&S Bank, MBNA and Nationwide Building Society — "with new

banks being added all the time" according to Google. NatWest, RBS and Ulster Bank

will launch on September 14. On September 8, 2016 it was reported that UK banks

TSB and Santander will participate "over the coming weeks". Android Pay was

launched in Singapore on June 28, 2016, and in Australia on July 14, 2016. Android

Pay launched in the Republic of Ireland on December 7, 2016 and is initially available

to customers of AIB and KBC. The service works with both credit and debit cards.

In 2016, Google began a public trial in Silicon Valley of a related mobile app called

Hands Free. In this system, the customer does not need to present a phone or card.

Instead, a customer announces they wish to "pay with Google" and give their initials

to the cashier, who verifies their identity with a photo previously uploaded to the

system. The customer's phone will only authorize payment if its geographic location

system indicates it is near a participating store. On September 18, 2017, Google

launched an UPI-based app Tez in India. On August 28, 2018, Google rebranded Tez

to Google Pay. On January 8, 2018, Google announced that Google Wallet would be

merged into Android Pay, with the service as a whole rebranded as Google Pay. This

merger extends the platform into web-based payments integrated into other Google

and third-party services. The rebranding began to roll out as an update to the Android

Pay app on February 20, 2018; the app was given an updated design, and now

displays a personalized list of nearby stores which support Google Pay. On December

39 | P a g e
21, 2018, Google Payment, obtained an e-money license in Lithuania - the license will

enable Google to process payments, issue e-money, and handle electronic money

wallets in the EU.

Growing m-wallets in india:

With more than 900 million mobile subscribers, driven by an unprecedented growth

in the internet subscribers, the market for mobile enabled payments in INDIA has

grown more than 15 times to reach its current size of US$ 1.4 billion by the end of

FY’15 from US$ 90 million at the end of FY’12.According to a recent report by

“Growth Praxis”, although mobile payments have been available in INDIA since

2010, only a small fraction of users made payments through mobile devices.

Companies such as m-check and beam money who were early innovators in the space

have already closed down. Earlier mobile transactions involved typing of complicated

SMS messages for making payments. Furthermore the whole process of payment was

dependent on the telecom network. However, with increased smart phone penetration,

app, wallet based payment solutions, the problem of complexity in payment through

SMS and dependency on network has been reduced. In INDIA mobile payments are

predominantly used for utility bill payments which currently hold a share of 34% of

mobile payments value, while prepaid top-ups and domestic remittance hold 38% and

26% respectively and 2% of m-shopping.

40 | P a g e
 MOBILE PAYMENTS
2%

26%
34%
UTILITY BILL PAYMENT
PREPAID TOPUPS
DOMESTIC REMITTANCE
M-SHOPPING

38%

According to “India mobile wallet market research & opportunities, 2020”,the mobile

wallet market in India is forecast to reach US$ 6.6 billion by 2020.The mobile wallet

market in India is projected to exhibit exponential growth, on account of rising

Smartphone penetration rate, growing mobile internet user base, and increasing

government support. Many mobile wallet companies have increasingly formed

collaborations with service providers and financial institutions to offer a robust and

seamless mobile wallet platform to the users. In addition, mobile wallet companies

operating in India are also offering attractive deals and incentives to attract new users.

In 2014, Tier-I cities such as Delhi, Mumbai, Bangalore, Pune etc registered the

highest number of wallet users in the country , while Tier-II cities such as Jaipur,

Lucknow, Chandigarh, Indore, Patna etc are emerging cities in terms of mobile wallet

usage. Banking accounted for the largest end user sector in country’s mobile wallet

market in India in 2014,followed by retail, telecom and transportation sector. Few of

the leading companies operating in India mobile wallet market include Paytm,

Mobikwik, and Itzcash.

41 | P a g e
According to the report by research and consultancy firm of RNCOS, the current size

of the mobile wallet (M-wallet) market in India stands about RS 350 Crore in 2014

and is estimated to touch RS 1,210 Crore by 2019.of this cash transactions accounted

for 38%, while recharge and bill payments of 30% and utilities (include online travel,

movie, hotel and other bookings) and others (include m-shopping of clothes,

electronics and other items) of 12% and 20% respectively. According to RBI data,

transaction of M-wallet has surged three fold to Rs 8,180 crore in 2014-2015. The

number of transactions rose from 106 million to 255 million in 2014-2015 over the

previous year.

MOBILE WALLET PAYMENTS

20%

38%
CASH TRANSACTIONS
RECHARGE AND BILL PAYMENTS
12% UTILITY PAYMENT
OTHERS

30%

Growing awareness regarding the benefits of mobile wallets, rising Smartphone’s and

mobile internet penetration rates, increasing security measures are expected to drive

growth in India mobile wallet market.

Services provided by mobile wallet gateway providers:

M-wallet providers provide various services which enables the users to make online

payments with greater ease. All these wallets allow the users to top up money and use

42 | P a g e
it for mobile data recharge, DTH and data card recharge. Other features include

making mobile payments, landline and electricity bills. Users can also send and

receive money with other wallets or directly to a bank account. The following are the

services which are provided by the M-wallet providers.

Paytm

Paytm is an Indian e-commerce payment system and digital wallet company, based

out of NOIDA SEZ, India. Paytm is available in 11 Indian languages and offers online

use-cases like mobile recharges, utility bill payments, travel, movies, and events

bookings as well as in-store payments at grocery stores, fruits and vegetable shops,

restaurants, parking, tolls, pharmacies and education institutions with the Paytm QR

code. California based PayPal had filed a case against Paytm in the Indian trademark

office for using a logo similar to its own on 18 November 2016. As of January 2018,

Paytm is valued at $10 billion. As per the company, over 7 million merchants across

India use this QR code to accept payments directly into their bank account. The

company also uses advertisements and paid promotional content to generate revenues.

Mobikwik:

Mobile recharge:

Mobikwik provides recharge facility, it does not charge over any mobile recharges

done and one can save time, effort and money. It enables the user to browse for the

cheapest talktime and data plans using Mobikwik.com. Mobikwiksupports mobile

operators such as Aircel, Airtel, BSNL, Idea, MTNL, MTS, Reliance CDMA & GSM,

Vodafone 4G, Tata DOCOMO, Tata Indicom, Telenor, Videocon, Vodafone, Airtel

4G and Reliance Jio 4G and also supports postpaid operators such as Airtel Postpaid,

Idea Postpaid, Reliance CDMA & GSM Postpaid, Tata DOCOMO Postpaid,

Vodafone Postpaid, Airtel postpaid, BSNL postpaid, Aircel Postpaid.

43 | P a g e
Dth:

Mobikwik enables the users to recharge their DTH connections of Airtel DTH, Tata

sky, Dish TV, Videocon D2H, Sun Direct, Reliance big TV.

Data cards:

One can recharge their data cards of Reliance Net connect, Tata Photon plus, MTS

Mblaze, BSNL data card, Vodafone Net cruise, Idea net setter at any time of the day.

Electricity bill:

Mobikwik enables the users to avail the service of paying electricity bill of various

boards such as BSES Rajdhani, BSES Yamuna, MSEB Mumbai, Tata Power Delhi

Distribution Ltd, Reliance Energy (Mumbai), Best Mumbai, Chhattisgarh Electricity

board, Noida power Company ltd, Jaipur Vidyutnigam Ltd, Bangalore Electricity

Supply, MP PaschimVidyutVitaran(Indore), Jamshedpur utilities and

services(JUSCO).

Landline:

Mobikwik enables the user to make Landline bill payment effortlessly of Airtel

landline, Tata Teleservices (CDMA), MTS Delhi, Reliance communications and

Tikonaon few easy clicks.

Gas:

One can enjoy the benefit of paying gas bills from anywhere and anytime of

Indraprastha Gas, Mahanagar Gas Ltd, Gujarat Gas company Ltd.

Life insurance:

One can pay their life insurance premium of Birla Sun Life Insurance, ICICI Prudential

Life Insurance and Tata AIA Life Insurance.

Water bill:

44 | P a g e
Mobikwik enables the user to pay water bill of Bangalore water supply (BWSSB).

Transfer money:

Mobikwik’s money transfer features the quickest and easiest mode of electronic fund

transfer, which enables the users to transfer money from anywhere and at anytime.

One can transfer cash from one wallet to the other wallet and also transfer cash from

its wallet to Bank account.

Oxigen:

Mobile recharge:

Oxigen Wallet lets one to recharge their phone in a quick few steps i.e. one can enter

their mobile number, operator details, amount and choose any mode of payment to get

their recharge done. Oxigen supports mobile operators such as Aircel, Airtel, BSNL,

Idea, MTNL, MTS, Reliance CDMA & GSM, Tata DOCOMO, Telenor, Videocon

and Vodafone. One need not pay any extra charge for recharging their phone through

Oxigen Wallet.

Dth:

Oxigen enables the users to recharge their DTH connections of Airtel TV, Tata sky,

Dish TV, Videocon D2H, Sun TV, Big TV.

Data cards:

One can recharge their data cards of Reliance Netconnect, Tata Photon plus, MTS

Mblaze, at any time of the day.

Electricity bill:

Oxigen enables electricity bill payments. ThroughOxigen one can smoothly pay

electricity Bill anywhere, anytime. Oxigen supports various electricity boards such as

45 | P a g e
BSES Rajdhani, BSES Yamuna, Tata power DDL, Nesco, South Bihar power, North

Bihar power.

Merchant payment:

One can make payments for Book my show, Ebay, Dominos, Godaddy, IRTC, My

bus tickets and 2000+ online partners.

Citrus:

Deposit:

It enables the user to deposit cash into their wallet which is governed by policies laid

down by RBI, these involve monthly limits, transaction limits as well as balance

limits in their account.

Transfer:

It enables the users to transfer money to other individuals, using an email address or

mobile number. The recipient of the transfer may or may not be a citrus account

holder.

Payments:

The users can pay the available amount in the wallet to the merchants in exchange of

goods and services provided by the merchants

Freecharge:

Mobile recharge:

Freecharge provides an easy-to-easy recharge facility for prepaid mobile recharge of

Airtel, Aircel, Vodafone, BSNL, Tata DOCOMO GSM, Idea, IndicomWalky, MTNL

Delhi, Reliance CDMA & GSM, Tata Indicom, Telenor, MTS, Videocon, Virgin

CDMA, Virgin GSM and Tata DOCOMO CDMA and it also enables the user to

46 | P a g e
recharge their postpaid bills of Airtel bill payment, BSNL, Tata DOCOMA GSM &

CDMA, Idea, Vodafone, Reliance GSM & CDMA.

Dth:

Freecharge offers exciting range of DTH recharge services for various DTH Services.

Through freecharge’s widest list of online DTH recharge, one can recharge their

digital TV anytime and from anywhere.It provides DTH services of popular providers

such as Airtel Digital TV, Sun Direct TV, Dish TV, Reliance Digital TV, Videocon

D2H and Tata Sky.

Data cards:

Freecharge offers Data Card recharge for all the top operators like BSNL Data Card,

Reliance Netconnect, MTNL Mumbai, Tata Photon and MTS Mblaze, MTS

Mbrowse, Reliance NetConnect, Tata Photon+, Tata Photon Whiz, Idea, Vodafone.

Electricity bills:

Freecharge enables electricity bill payments. Throughfreecharge one can smoothly

pay electricity Bill anywhere, anytime of various electricity providers such as Best

Mumbai, BSES Rajdhani Delhi NCR, BSES Yamuna Delhi NCR, Chhattisgarh State

Electricity Board, Jodhpur VidyutVitran Nigam Ltd, Jaipur VidyutVitran Nigam Ltd,

BESCOM Bangalore, Torrent Power, Reliance Energy Mumbai, Noida Power Co Ltd,

Tata power DDL Delhi, Maharashtra Power Distribution Ltd, MP

PaschimKshetraVidyutVitaran Indore, MP Madhya KshetraVidyut Nigam Ltd.

Landline:

Freecharge enables the user to make Landline bill payment effortlessly of Airtel

landline, BSNL landline, MTNL Delhi on few easy clicks.

Gas:

47 | P a g e
One can enjoy the benefit of paying gas bills from anywhere and anytime of

Indraprastha Gas, Mahanagar Gas Ltd.

Metro:

One can recharge their Mumbai metro cards via Free charge.

48 | P a g e
OBJECTIVE
OF

THE STUDY

49 | P a g e
 OBJECTIVE OF THE STUDY
Primary Objective

• To study the level of customer satisfaction towards services of Google Pay

Secondary Objectives

• To study the online recharge and payment of bills Industry.

• To find out consumer awareness level regarding online recharge and payment of bills
from Google Pay application.

• To study the factors considered by the consumers while using online recharge and
payment of bills from Google Pay application.

50 | P a g e
 RESEARCH
METHODOLOGY

51 | P a g e
 RESEARCH METHODOLOGY
Research Design

A framework or blueprint for conducting the research project . It specifies the details

of the procedures necessary for obtaining the information needed to structure and/or

solve research problems. A good research design lays the foundation for conducting

the project. A good research design will ensure that the research project is conducted

effectively and efficiently. Typically, a research design involves the following

components, or tasks:

• Define the information needed.

• Design the research.

• Specify the measurement and scaling procedures.

• Construct and present a questionnaire or an appropriate form for data collection.

• Specify the sampling process and sampling size.

• Develop a plan of data analysis.

Research Design : Descriptive research.

Descriptive research is a studydesigned to depict the participants in an accurate

way. The three main ways to collect this information are: Observational, defined as a

method of viewing and recording the participants. Case study, defined as an in-depth

study of an individual or group of individuals.

Universe & Sample Design :

Universe: Population of Lucknow City

Sample Design: Convenience Sampling.

Convenience sampling is a non-probability sampling technique where subjects are

selected because of their convenient accessibility and proximity to the researcher.

Sample size: 100 people.

52 | P a g e
Data Collection Tools :

Primary Data : Questionnaire and short Interview.

Secondary Data : Website, Newspapers, Research Papers, Journals, Books.

Statistical tools to be used

Pie chart.

53 | P a g e
 DATA
ANALYSIS

54 | P a g e
 DATA ANALYSIS AND INTERPRETATION

Q1) Are you aware of Google Pay application on Android , Windows And IOS.

Per. 28% 30% 10% 18% 14% 100

Awareness Highly Partially Somewhat Slightly Not at all Total

aware aware awareness awareness aware

Awareness
HIGHLY AWARE Partially aware Somewhat awareness
Slightly awareness Not at all aware

14%
28%

18%

10%
30%

Interpretation

From the analysis of data we concluded that 28% of users are highly aware about the

application, 30% are partially aware, 10% are somewhat aware, 18% are slightly

aware and 14% are not at all aware about the servings. So this finally tells that most of

the people are aware about the application of Google Pay.

55 | P a g e
Q2) Have you ever tried Google Pay application for payment of bills or recharge?

Yes No. Partially aware Total

40% 34% 26% 100

YES NO PARTIALLY AWARE

26%

40%

34%

Interpretation

From the analysis of data we concluded that 40% of users are aware and have tried

using it, then 34% are partially aware and may or may not have used it, lastally 26%

haven’t used it.. So this finally tells that most of the people are aware and have used

the application of Google Pay.

56 | P a g e
Q3) Which of the following services do you generally use through Google Pay

application.

Google Mobil Electr Data Dth Water Gas Landline I don’t Total
use
Pay e icity card bill bill //broadb Google
Pay
app. and

Per. 20% 10% 13% 16% 12% 8% 3% 18% 100

Google Pay app.

MOBILE ELECTRICITY
DATA CARD DTH
WATER BILL GAS BILL
LANDLINE/BROAD BAND I DON’T USE GOOGLE PLAY

18% 20%
3%

8% 10%

12% 13%
16%

Interpretation

From the analysis of data we concluded that 20% of users are using it for mobile

recharge, 16% are using it for DTH bill payment, 13% use it for Data card recharges,

10% use it for Electricity and landline/broadband recharge respectively, 8% don’t use

it, 8% use it recharge of Gas Bill and water bill. So this finally tells that most of the

people use it for mobile and dth recharge.

57 | P a g e
Q4) The main reason for your use of Google Pay application is;

REAS CASH EASY TO TIME LABOU NEVE ANY TOT

ON BACK USE SAVIN R R TIME AL
G SAVING RECHAR
GE
PER. 20% 16% 14% 20% 4% 26% 100

Reason
cash back easy to use time saving labour saving never any time recharge

20%
26%

4% 16%

20%
14%

Interpretation

From the analysis of data we concluded that 26% of users use it because of any

time recharge, then 20%use it for labour saving and cashbacks respectively, then 16%

use it for ease of use , then 14% use it for time saving, and lastally 4% have never

used it. So this finally tells that most of the people prime reason for usage is any time

recharge and cashbacks or offers.

58 | P a g e
Q5) Mark your frequency of using Google Pay application.

RARELY WHENEVER SOMETIMES/ WHENEVER NEVER TOTAL

NO OTHER OCCASSIONS NEED
OPTION
LEFT
4% 26% 18% 28% 24% 100

FREQUENCY
RARELY WHENEVER NO OTHER OPTION LEFT
SOMETHING OCCASSIONS WHENEVER NO OTHER OPTION LEFT
NEVER

4%

24%
26%

28% 18%

Interpretation

From the analysis of data we concluded that, 28 % people use it whenever need arises,

followed by 26 % people using it rarely , then 26% people use it whenever no other

option is left and 24% have never used it , and 18% people use it occasionally. So this

finally tells that people use it whenever need arises mainly.

59 | P a g e
Q6) Do you think Google Pay application saves Time, Labour and is easy to use

while recharging and paying bills?

Strongly Partially Neither Partially Strongly TOTAL

agree agree agree disagree disagree

24% 40% 13% 15% 8% 100

STRONGLYU PARTIALLY AGREE NEITHER AGREE

PARTIALLY DISAGREE STRONGLY DISAGREE

8%
24%
15%

13%

40%

Interpretation

From the analysis of data, we conclude that 24% people Strongly agree, followed by

13% people neither agreeing nor disagreeing on it, and 40% neither agreeing nor

disagreeing on it, then 15% people Partially disagreeing on it, and lastly 8% people

Strongly disagreeing on it. So this finally tells that more than 38 % people agree on

the ease of use factor.

60 | P a g e
Q7) a) Mark your user experience and satisfaction before and after the use of Google

Pay services for the following activities.. (0 = Highly dissatisfying & 10 = High

satisfying)

0 1 2 3 4 5 6 7 8 9 10 TOTAL

5% 8% 12% 8% 2% 12% 9% 2% 13% 6% 23% 100

Sales
0 1 2 3 4 5 6 7 8 9 10

5%
8%
23%

12%

6%
8%

13%
2%
12%
9%
2%

Interpretation:

From the analysis of data, we conclude that , 0 is given by 5% people on Taste rating ,

then 1 is also given by 8% people , then 2 is given by 12% people , then 3 is given by

8% people, followed by 4 is again given only by 2% people , then 5 is given by 12%

people , then 6 is given by 9% people , then 7 is given by 2% people , and 8 is given

by 13% people , then 9 is given by 6% people , lastly 10 is given by 23% people only.

So, this finally tells that an average rating of 5, 6, and 7 is preferred by most of the

peoples on time saving

61 | P a g e
Q8) Did the Google Pay application meet your expectations regarding recharge?

Very Very Dissatisfied Unsure Satisfied TOTAL

satisfied dissatisfied
34% 10% 10% 20% 26% 100

Sales
VERY SATISFIED VERY SATISFIED DISSATISFI UNUSERS SATISFIED

26%
34%

20%
10%
10%

Interpretation

From the analysis of data we concluded that 34% of users are very satisfied , 26 %

are satisfied , 10% are very dissatisfied , 10% are Dissatisfied and unaware only

respectively. So this finally tells that most of the people are satisfied by the services

and Google Pay is meeting their expectations..

62 | P a g e
Q9) Would you recommend Google Pay application to your friends?

Yes No Definitely yes Definitely no May be TOTAL

35% 18% 21% 12% 14% 100

Sales
YES NO DEFINETELY YES EFINETELY NO MAY BE

14%

35%
12%

21%
18%

Interpretation

From the analysis of data, we conclude that, 35% people believe they would

recommend, then 21% people believed Definitely yes , then 14% people say that they

can’t say anything they are in the may be side, and 18% people believe they won’t,

last ally 12% are sure that they won’t recommend it. So, this finally tells that most

people would recommend it as it is good.

63 | P a g e
Q10) In your view is there a scope for any further improvement in the following

attributes of the Google Pay application.

Transaction Application Usage Privacy Additional TOTAL

security interface easiness features services

features

19% 13% 25% 14% 29% 100

Transaction security features Application interface

Usage easiness Privacy features
Additional services

19%
29%

13%

14%
25%

Interpretation

From the analysis of data, we conclude that 29% people need improvement in

Additional services section , then 14% people need improvement in Privacy features,

then 25% people need improvements in usage easiness, followed by 25% People

believe that in Usage easiness and transaction security features improvement is

needed respectively. So, this finally tells that improvement is needed in mainly

additional services.

64 | P a g e
FINDINGS

65 | P a g e
 FINDINGS

• This study tells that most of the people are aware and have used the application of
Google Pay.

• This study tells that most of the people use it for mobile and Dth recharge.

• This study tells that most of the people prime reason for usage is any time recharge
and cashbacks or offers.

• This study tells that people use it whenever need arises mainly.

• This study tells that more than 50 % people agree on the ease of use factor that
saves time, labour etc

• This finally tells that an average rating of 5, 6, and 7 is preferred by most of the
peoples on manual labour.

• This study tells that an average rating of 6, 7, and 8 is preferred by most of the
peoples on ease of use

• This finally tells that most of the people are satisfied by the services and Google Pay
is meeting their expectations..

• This finally tells that average ratings of 6,7 is preferred by most of the peoples on
multiple usage.

• This study tells that improvement is needed in mainly additional services.

• This study tells that an average rating of 5, 6, and 7 is preferred by most of the
peoples on time saving

66 | P a g e
RECOMMENDATION

67 | P a g e
 RECOMMENDATION

• Google Pay should try to advertise more so that all become aware about its brand.

• It should give more offers on different recharges like landline bill, broadband
payment to promote other recharges.

• Google Pay has successfully placed itself into the prospects mind making it the
India’s largest online store with huge range of recharges. But it still needs to work on

their core competence payment options of other different things.

• Can include more coupon codes and gift vouchers for increasing the traffic of the
customers.

• Should look for International/ Overseas markets or Neighboring Countries for

recharge

• Critical mass of Internet users – Internet users in India is increasing at increasing

rate, so Google Pay can target more & more cities i.e not only tier 1 & 2 but also tier

3 & 4 cities, which will help generate stronger customer base & more revenues.

• User Experience: Portal should continuously aim to work to improve the user

experience by adding more & more innovative features in the website like virtually

recharge basket. In this competitive world to differentiate via user experience, the

ultimate winner will be the Indian online consumer.

• Should comprehensively invest into online reputation management.

• Price will still be a factor as mobikwik being a huge company will use its economies
of scale to remove their competitors from the market; therefore they need to be more

competitive on that aspect.

68 | P a g e
LIMITATIONS

69 | P a g e
 LIMITATIONS OF THE STUDY

This study is exploratory and has some limitations that however does not liquidate the

purpose of study. Data obtained from the convenience sample and literature reviews

has been generalized for inferring consumption patterns of BBD students

(population).Young & Middle age consumers in the age group of 20-60 from,

Lucknow studying in BBD are given questionnaire personally and it is filled by them

personally. The covered people may not represent the whole population and most of

them represent male genders. The cities targeted also many not represent whole

Indian population.

• Taking up the study of this nature the major limitations was research project duration
which has its bearing on the outcome of the study.

• Unwillingness on the part of few customers to disclose the information as per the
questionnaire.

• Information provided by the respondents might be biased in some case as they might
have been influenced by a particular brand.

• Financial constraints also cause certain problems in the research.

• At some place due to absence of customer care center, difficulty was faced in
obtaining complete information.

70 | P a g e
CONCLUSION

71 | P a g e
 CONCLUSION

The thorough study is based on the consumer behavior analysis which serves a great

idea regarding consumer perception when they go for online recharge. In order to

satisfy themselves consumer perceive many things before recharging and they will be

satisfied if the company meet their expectation. The Overall Brand Value of Google

Pay is good, but it is facing some tough competition from its global competitors like

PhonePe and Paytm. Talking about domestic market ie India, it is the most superior E-

business portal which is aggressively expanding & planting its roots deep into the

Indian market & at the same time shifting the mind-set of the people from going &

recharge from physical store to online stores, which is magnificent.

• Word of mouth was more influential in promotion as many people were made aware
by their friends and family when customers recommend this website to them.

• The services provided by Google Pay are good and even more scope of development
is there for increasing the customer strength.

• Different payment options available in Google Pay made customers more satisfied
and comfort for paying while purchasing recharges.

• Customers feeling more secured when purchasing through Google Pay because of
different policies and services they have.

• Most of customers have good experience with Google Pay while doing recharges

• Most of them are satisfied with the services of Google Pay and so that they succeed
in retaining the customers.

• Convenience and time saving are two important factors that customer looking for
while recharging through online.

72 | P a g e
Google Pay should be very focused on consumers and build amazing experiences for

the customers and Google Pay is working hard to get its customers here. Google Pay

should increase its bandwidth capacity. People mainly use Google Pay for dth and

mobile recharge and most of the people are aware about it . people are even satisfied

with the ease in use of Google Pay. So all together Google Pay is a good application

for recharges and people use it a lot. Google Pay is satisfying its customers.

73 | P a g e
BIBLIOGRAPHY

74 | P a g e
 BIBLIOGRAPHY
BOOKS:

• Assael, Henry. (1984.) “Behavior and Market Action”. Boston,

Massachusetts: Kent Publishing Company,

• Belch, G.E., & Belch, M.A. (2001). Advertising and Promotion: An

integrated Marketing Communications Perspective (5th ed.). Boston:

Irwin/McGraw- Hill.

• Cooper, Donald R. and Schindler , Pamela S. (1999), Business Research

Methods, 6 Tata McGraw-Hill Publishing Company Limited, New Delhi,

India.

• Creswell, J. W. (2003). “Research Design: Qualitative, Quantitative, and

Mixed Methods Approaches”. Thousand Oaks, CA, Sage.

• Easterby-Smith, M., Thorpe, R. & Lowe, A. (2002), Management

Research 2nd edition, London: Sage.

• Remenyi, D., Williams, B., Money, A. and Swartz, E. (1998), “Doing

Research in Business and Management”, Sage Publications, London.

WEBSITES

• www.wikipedia.com

• www.slideshare.com

• www.chron.com

• www.Google Pay.com

• www.commodityindia.com

• www.marketoperation.com

75 | P a g e
 • www.nextbigwhat.com

• www.britannica.com

• www.ecommerce-land.com

• www.commodityindia.com

• www.marketoperation.com

JOURNELS AND MAGAZINES:

• Arnould, E.J. and Wallendorf, M. “Market-oriented Ethnography:

Interpretation Building and Marketing Strategy Formulation,” Journal of

Marketing Research, Vol. 31 (November 1994), pp. 484–504.

• ANALYSIS OF CONSUMER BEHAVIOUR ONLINE

o Author: DejanPetrovic

• HOT BARGAINS: TIPS TO FIGURE OUT TRAPS FROM THE REAL

VALUE DEALS

o SUSHMITA CHOUDHURY AGARWAL, ET Bureau Apr 22, 2013 (The

Economic Times)

76 | P a g e
ANNEXURE

77 | P a g e
 QUESTIONNAIRE

Name:

Age: Gender:

Contact detail -

Occupation:

Address:

Q1) Are you aware of Google Pay application on Android , Windows And IOS.

a) Highly aware b) Partially aware c) Somewhat aware d) Slightly aware

e) Not at all aware

Q2) Have you ever tried Google Pay application for payment of bills or recharge.

a) Yes b) No c) Partially aware

Q3) Which of the following services do you generally use through Google Pay

application.

a) Mobile b) Electricity c) Water Bill d) DTH e) Gas Bill f) Data card

g) Landline/Broadband h) I Don’t use Google Pay.

Q4) The main reason for your use of Google Pay application is

a) Any time recharge b) Labour saving c) Time saving d) Easy to use e)

Cashbacks f) Never

78 | P a g e
Q5) Mark your frequency of using Google Pay application.

a) Whenever need arises b) Sometime/occasionally c) Whenever no other

option left d) Rarely e) Never

Q6) Do you think Google Pay application saves Time, Labour and is easy to use

while recharging and paying bills.

a) Strongly agree b) Partially agree c) Neither agree or disagree d)

Partially disagree e) Strongly disagree

Q7) Mark your user experience and satisfaction before and after the use of Google

Pay services for the following activities.. (0 = Highly dissatisfying & 10 = Highly

satisfying)

Time saving

Manual Labour

Ease of Use

79 | P a g e
Multiple usage of application

Q8) Did the Google Pay application meet your expectations regarding recharge?

a) Very dissatisfied b) Dissatisfied c)Unsure d)Satisfied e)Very satisfied

Q9) Would you recommend Google Pay application to your friends?

a) Yes b) Definitely Yes c) no d) Definitely No e) May be

Q10) In your view is there a scope for any further improvement in the following

attributes of the Google Pay application.

a) Application Interface b) Usage Easiness c) Privacy Features d)

Additional Services e) Transaction Security Features.

80 | P a g e