A STUDY ON CUSTOMER SATISFACTION

TOWARDS GOOGLE PAY IN ERODE CITY

A project work submitted to Vellalar College for Women (Autonomous), Erode-12
in partial fulfilment of the requirements for the award of the degree of
BACHELOR OF COMMERCE WITH COMPUTER APPLICATIONS
Submitted by
S. GAYATHRI Reg.No:20UCM134
S. GAYATHRI Reg.No:20UCM135
C.GOGULASHRI Reg.No:20UCM136

Under the Supervisor of

Dr. M.LALITHA, M.Com(CA)., M.Phil., B.Ed., Ph.D.,

Assistant Professor,

PG DEPARTMENT OF COMMERCE WITH COMPUTER APPLICATIONS

VELLALAR COLLEGE FOR WOMEN (AUTONOMOUS)

“College with Potential for Excellence”

(Re-accredited with ‘A+’ Grade by

NAAC &

Affiliated to Bharathiar University, Coimbatore-46)

Erode - 638 012
APRIL -2023
CERTIFICATE
 CERTIFICATE

This is to certify that the project work entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS G O O G L E P A Y IN ERODE CITY” submitted to
Vellalar College for Women (Autonomous) Erode–12, in partial fulfilment of the
requirements for the award of the degree of the BACHELOR OF COMMERCE WITH
COMPUTER APPLICATIONS, is a record of Original work done by S.GAYATHRI
[REG NO:20UCM134], S.GAYATHRI [REG NO:20UCM135], C.GOGULASHRI
[REG NO:20UCM136], PG Department of Commerce with Computer Applications,
Vellalar College for Women (Autonomous), Erode and it has not found on the basis for
award of any Degree/Diploma/Associate ship/ Fellowship or similar title to any candidate of
any university.

Signature of the Supervisor

Dr. M.LALITHA, M.COM(CA).,
M.Phil., B.Ed., Ph.D.,
Assistant Professor,
PG Department of Commerce With Computer Applications,
Vellalar College for Women(Autonomous),
Erode-12

Counter Sign

Signature of the HOD Signature of the Principal

Dr.S. POONGODI M.Com., M.F.C., Dr.S.K. JAYANTHI,
M.Phil., P.G.D.C.A., Ph.D., M.Sc.P.G.D.C.A. M.Phil.,Ph.D.,
Associate Professor & Head, Vellalar College for Women
PG Department of Commerce With (Autonomous), Erode-12
Computer Applications,
Vellalar College for
Women (Autonomous),
Erode-12

Project Viva-Voce Examination held on

Internal Examiner External Examiner

College seal
DECLARATION
 DECLARATION
We hereby declare that this project work entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS GOOGLE PAY IN ERODE CITY” submitted to
Vellalar College for Women (Autonomous) Erode-12, in partial fulfilment of the
requirements for the award of the degree of the BACHELOR OF COMMERCE WITH
COMPUTER APPLICATIONS, is a record of Original project work done by
S.GAYATHRI [REG NO:20UCM134], S.GAYATHRI [REG NO:20UCM135],
C.GOGULASHRI [REG
NO:20UCM136] during the period (2022-2023) at Vellalar College for
Women(Autonomous) Erode-12, under the supervision and guidance of Dr.M.LALITHA
M.Com(CA)., M.Phil., B.Ed., Ph.D., Assistant Professor of PG Department of Commerce
with Computer Applications, Vellalar College for Women(Autonomous), Erode and it has
not found on the basis for award of any Degree/Diploma/Associate ship/Fellowship or
similar title to any candidate of any university.

Name of the Candidates Register Number Signature of the Candidates

S. GAYATHRI 20UCM134
S. GAYATHRI 20UCM135
C.GOGULASHRI 20UCM136

Place: Erode

Date:
ACKNOWLEDGEMENT
 ACKNOWLEDGEMENT

First and foremost, we wish to express our sincere thanks and praise the Lord Almighty
for the graceful blessing that showered upon us to complete this study.

We have great pleasure in expressing our profound gratitude and thanks to our respected
Secretary and Correspondent Thiru.S.D. CHANDRASEKAR, B.A., and to our respectable
Principal Dr.S.K.JAYANTHI, M.Sc., P.G.D.C.A., M.Phil., Ph.D., Vellalar College for
Women(Autonomous) for providing us all the necessary facilities for the completion of our
project.

We express our sincere thanks to Dr. S.POONGODI, M.Com., M.F.C., M.Phil.,

P.G.D.C.A., Ph.D., Associate Professor and Head, PG Department of Commerce with
Computer Applications, Vellalar College for Women(Autonomous) for her encouragement
towards the completion of the project.

We express our immesurable gratitude and special thanks to our guide Dr.M.LALITHA,
M.Com(CA)., M.Phil., B.Ed., Ph.D., Assistant Professor of PG Department of Commerce
with Computer Applications, Vellalar College for Women(Autonomous) for the guidance
and valuable suggestions to complete our project within the stipulated time. We deeply
express our gratitude and thanks to our entire staff members for the constructive suggestions
to us.

We express our heartfelt thanks to our parents for their moral support. We are deeply
indebted to our friends for their kind co-operations. We are always thankful to all the well
wisher who rendered their valuable help and made our project a complete success.

S. GAYATHRI
S. GAYATHRI
C. GOGULASHRI
CONTENT
 CONTENT
CHAPTER PAGE
NO. TITLE NO.

LIST OF TABLES

LIST OF CHARTS

I INTRODUCTION AND DESIGN OF THE STUDY 1

II PROFILE OF THE STUDY 5

III DATA ANALYSIS AND INTERPRETATION 10

IV FINDINGS, SUGGESTIONS AND CONCLUSION 31

BIBLIOGRAPHY
33

ANNEXURE 34
LIST OF TABLES
 LIST OF TABLES

TABLE TITLE PAGE

NO. NO.

3.1. AGE GROUP OF THE RESPONDENTS 11

3.2. GENDER OF THE RESPONDENTS 13

3.3. MARITAL STATUS OF THE RESPONDENTS 15

3.4. EDUCATIONAL QUALIFICATION OF THE 17

RESPONDENTS

3.5. OCCUPATION LEVEL OF THE RESPONDENTS 19

3.6. SOURCES OF AWARENESS OF THE RESPONDENTS 21

3.7. REASON TO USE GOOGLE PAY OF THE RESPONDENTS 23

3.8. MODE OF PAYMENT OF THE RESPONDENTS 25

3.9. CASH BACK OFFERS TO THE RESPONDENTS 27

3.10. CONTINUE THEIR PAYMENT MODE OF THE 29

RESPONDENTS
LIST OF CHARTS
 LIST OF CHARTS

CHART TITLE PAGE

NO. NO.

3.1. AGE GROUP OF THE RESPONDENTS 12

3.2. GENDER OF THE RESPONDENTS 14

3.3. MARITAL STATUS OF THE RESPONDENTS 16

3.4. EDUCATIONAL QUALIFICATION OF 18

THE RESPONDENTS

3.5. OCCUPATION LEVEL OF THE RESPONDENTS 20

3.6. SOURCES OF AWARENESS OF THE RESPONDENTS 22

3.7. REASON TO USE GOOGLE PAY OF THE RESPONDENTS 24

3.8. MODE OF PAYMENT OF THE RESPONDENTS 26

3.9. CASH BACK OFFERS TO THE RESPONDENTS 28

3.10. CONTINUE THEIR PAYMENT MODE OF THE 30

RESPONDENTS
INTRODUCTION AND DESIGN OF THE STUDY
 CHAPTER-1
INTRODUCTION AND DESIGN OF THE STUDY

1.1. INTRODUCTION

Online transactions have become more common in the digital age. Ever since the
pandemic arrived, it has accelerated the digitization process in literally all fields including
business. At a time when people's mobility is becoming more and more limited, online
transactions become an option to meet various needs ranging from primary needs such as food,
drinks, and other household supplies to tertiary needs (gadgets, automotive, or other hobbies).

Online payments refer to the electronic exchange of currency through the internet. These
payments usually consist of the transfer of monetary funds from a customer's bank or debit or
credit card account, into the seller's bank account, in exchange for products or services. These
funds can come directly from a customer's credit card or checking account, or from an online
payment system that is linked to both the buyer and seller's bank accounts. Online payments are
used by buyers of goods and services, and the sellers of those goods and services. Several steps
occur with the funds when they are transferred and received, especially between the two parties,
that often require different types of software to successfully facilitate the transaction.

Google Pay works with all banks that support BHIM UPI. By using Google Pay we can
Pay and Receive money instantly using our existing bank accounts. It helps to send money
quickly to another Google Pay users nearby without needing to share private details like your
bank account or phone number. It is easy as handling over cash, But with added security.

It protects our money with a world class security system that helps detect fraud and
prevents hacking. It helps to safeguard our account with screen lock. Such as our Fingerprint. But
today it offers various facilities such as DTH Recharge, Insurance Banking and shopping facilities
to wider market place to consumers on its Mobile application and Web.

1
1.2. STATEMENT OF THE PROBLEM
Nowadays the customers use many mobile wallet services throughout the world.
Google Pay users have been receiving many negative feedbacks in terms of payment gateway
failure, delay in payment, security transactions, connectivity and service quality. Therefore, in
this research it is very important to identify the customer satisfaction level and feedback on the
usage and adoption of Google Pay users.

1.3. OBJECTIVES OF THE STUDY

 To know about the consumer preferences towards Google pay.
 To study the major problems faced by the Google pay users.
 To determine the consumer satisfaction level of Google pay service.
 To provide suggestions for the service provider to win the customer and to compare
with other.

1.4. RESEARCH METHODOLOGY

The word “Method” simply means a way of accomplishing an end. The modern
world is very fond of scientific inventions and wants to have scientific of look. Any scientific
approach should have a method as an outline to be followed to attain specific goals.

1.4.1. SAMPLING:
Sample is the process of representative subset of a total population for obtaining data
for this study of the whole population.

1.4.2. SAMPLE SIZE:

Field survey techniques were employed to collect primary data from google pay
users if only 50 respondents were selected for this study.

2
1.4.3. SAMPLING TECHNIQUE:

The sampling design used in this study was non-probability sampling. Convenience
sampling techniques are used for collecting data.

1.4.4. NATURE OF DATA:

The presents study used both primary as well as secondary data.

 PRIMARY DATA:

The first-hand information which is being collected by the researcher, is called

primary data. In this study, the primary data was collected through structured questionnaire.

 SECONDARY DATA:
Besides the primary data the secondary data was also collected for the study, website,
books reading, journals and magazine referred for this purpose.

1.5. LIMITATIONS

 Method of data collection was through personal interview and therefore bias
become a major limitation.
 Due to time constrain all the customers were not covered.
 The entire respondents are not willing to provide all the information with regard to
their user's experiences.
 The sample for the study comprises of 50 users of Google Pay. This sample is only
a very small proportion of the entire population of Google Pay users in the Erode
city.

3
CHAPTER SCHEME
CHAPTER-I
The chapter deals with the Introduction, Statement of the Problem, Objectives of the Study,
Research Methodology, Limitations of the Study.

CHAPTER-II
It deals with the Profile of the Study.

CHAPTER-III
It deals with Data Analysis and Interpretation of the Study.

CHAPTER-IV
This chapter presents Findings, Suggestions and Conclusion of the Study.

4
PROFILE OF THE STUDY
 CHAPTER II
PROFILE OF THE STUDY

2.1. INTRODUCTION

A Google Pay is a digital payment app. It is a simple way to send and receive money to
anyone using a mobile app. Money payment will take place from the sender's account number.
This app will work even if the receiver is not on Google Pay. It is a zero-fee affair. Apart from
sending and receiving money, you can do online shopping, mobile recharge and a lot of other
stuff.

2.2. SLOGAN

Money made simple, By Google.

2.3. HISTORY

 GOOGLE WALLET IN 2011

Google Pay Send, previously known as Google Wallet, was a peer-to-peer payments
service developed by Google before its merger into Google Pay. It allowed people to send and
receive money from a mobile device or desktop computer at no cost to either sender or receiver.

5
  ANDROID PAY IN 2015
Android Pay was first announced by google at its 2015 I/O developer conference, and it
officially launched a few months later on September. 11,2015 in the U.S. Android Pay is a
successor, kind of to the older Google Wallet, which is still around but is now used by people to
send money to others. Android Pay, on the other hand, is a full mobile payment system, designed
to let people purchase items and services both online and in the real world.

 GOOGLE TEZ IN 2017

On September 18,2017, Google launched an UPI-based app Tez in India. On August
28,2018, Google rebranded Tez to Google Pay.

 GOOGLE PAY IN 2018

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
6
 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.

 DIGITAL WALLET IN 2022

Google Wallet (or simply Wallet) is a digital wallet platform developed by Google. It is
available for the Android, Wear OS, and Fitbit OS operating systems, and was announced
on May 11, 2022, at the 2022 Google I/O keynote. It began rolling out on Android
smartphones on July 18, co- existing with the 2020 Google Pay app and replacing the 2018
one.

2.4. GOOGLE PAY CEO SUNDAR PICHAI

Pichai Sundararajan (born June 10, 1972), also known as Sundar Pichai is an Indian
American business executive, the chief executive officer (CEO) of Alphabet Inc. and its
subsidiary Google LLC. Pichai began his career as a materials engineer and joined Google
as a management executive in 2004. He rose to become the company's Product Chief,

7
then

8
 Google's CEO in 2015, as part of the restructuring process that made Alphabet Inc. into
Google's parent company. In December 2019, he additionally became CEO of Alphabet Inc.

2.5. FEATURES OF GOOGLE PAY

 SEND AND RECEIVE MONEY VIA AUDIO

Google Pay has introduced a new feature called as Audio based QR system for sending
and receiving money. In order to transfer money using this feature one need to scan QR
code appearing on screen while sliding the circle for payment and receipt. It is claimed that
ultrasonic wave is used to create one- time code for digital payment.

 PAY UTILITY BILLS

Apart from sending and receiving the money, you can use this app for paying utility bills
like electricity, gas, water, property tax, Insurance bill, DTH recharge and many others.
You can even pay for a landline, mobile, and broadband. They have a tie-up with leading
brands such as Zerodha, Redbus, Tata Sky, Goibibo etc.

 MULTIPLE PAYMENT OPTIONS

You have multiple payment options in this app. Firstly you can use the facility of pairing
mobile using QR code and transferring money. Apart from that, you can also use UPI name for
transferring money. You can send money by submitting recipient’s bank details and IFSC code.
You can also see an old transactions history including the requested money.

2.6. BENEFITS OF GOOGLE PAY

Benefits of Google Pay Payment App are given below.
9
  Quick and Easy way to send and receive money.
 Multiple cashback and rewards benefits.
 Encryption and multiple layers of security by Google to secure transaction.
 Pay Utility bills, recharge your mobile and do online shopping using this app.
 No additional cost of usage.
 This app can also be used for business purpose. Integration is very easy by API
and no fee is involved.

2.7.ASSOCIATION
Link your debit card, credit card, to Google Pay, and we're just a tap away from paying
for pretty much anything. We can also use Google Pay for entertainment, shopping, travelling in
some apps.
1. Red bus.
2. Goibibo.
3. Book my show
4. Swiggy.
5. Jet airways.
6. Ola
7. Uber.
8. Dish tv.
9. Fresh menu.

2.8.COMPETITION
The following technologies are the competitors of Google Pay and known as an alternative
to Google Pay in the payment-processing market.
A. Phonepe.
B. Paytm.
C. Airtel pay.
D. Amazon pay.
E. Pay pal.
F. Free charge.
G. Mobikwik.
H. State pay.

1
0
DATA ANALYSIS AND INTERPRETATION
 CHAPTER -III
DATA ANALYSIS AND INTERPRETATION

INTRODUCTION
In this modern world, the needs and requirements are keep on going day-by-day. So, the
producers offer the variety of brands and products to satisfy the needs and requirements of the
customer. Google pay plays an important role in these modernized world.

Customer’s purchasing pattern are likely to be influenced by Demographic, Economic,

Psychological and Sociological factors. The failure or success of the enterprise depends upon the
respondents of the customer. The user of a particular product differs in Age, Gender, Educational
Qualification, Occupation level, Marital status.

Therefore, a probe into the profile of the respondents is necessary before analysing the
data and testing the hypothesis. Hence, this chapter brings out the profile of the respondents.

10
3.1. AGE GROUP OF THE RESPONDENTS
Based on the Age of the respondents have been classified into four groups such as
Below 20 years, 20 – 30 years, 30 – 40 years, above 40 years. The distribution of the respondents
in accordance with the age group is shown in the Table 3.1.

TABLE 3.1.
AGE GROUP OF THE RESPONDENTS

AGE OF THE NO.OF PERCENTAGE

S.NO
RESPONDENTS RESPONDENTS (%)
Below 20 years 10 20
1
20-30 years 20 40
2
30-40 years 15 30
3
Above 40 years 5 10
4
TOTAL 50 100
Source: Primary Data

INTERPRETATION
Table 3.1. shows that 20% of the respondents comes under the age group Below
20 years,40% of the respondents comes under the age group of 20-30 years, 30% of the
respondents belongs to the age group of 30-40 years and 10% of the respondents are comes under
the category of Above 40years.
Hence, it is inferred that the Maximum 40% of the respondents belongs to the
age group of 20-30 years.

11
 CHART 3.1.
AGE GROUP OF THE RESPONDENTS

AGE GROUP OF THE RESPONDENTS

10%
20%

30%

40%

Below 20 years20-30 years30-40 yearsAbove 40 years

12
3.2. GENDER OF THE RESPONDENTS
For the purpose of the study the Gender of the respondents are classified into two
categories namely Male and Female. The distribution in accordance with the Gender is shown in
the Table 3.2.

TABLE 3.2.
GENDER OF THE RESPONDENTS

S.NO GENDER NO. OF PERCENTAGE

RESPONDENTS (%)
1 Male 20 40

2 Female 30 60
TOTAL 50 100
Source: Primary Data

INTERPRETATION
The Table 3.2. shows that 20% of the Males are using Google pay and 30% of the
Females are using Google pay.
Hence, the Majority 60% of the Females were using Google pay for Payment.

13
 CHART 3.2.
GENDER OF THE RESPONDENTS

GENDER

40%

60%

MaleFemale

14
3.3. MARITAL STATUS OF THE RESPONDENTS
Marital status of the respondents are classified into two groups namely Married
and Unmarried. The distribution of respondents in accordance with the marital status is shown in
Table 3.3.

TABLE 3.3.
MARITAL STATUS OF THE RESPONDENTS

MARITAL NO. OF PERCENTAGE

S.NO RESPONDENTS (%)
STATUS
20 40
1 Married

Unmarried 30 60
2

TOTAL 50 100

Source: Primary Data

INTERPRETATION
From the above Table 3.3. it could be noted that 40% of the respondents are
Married and remaining 60% of the respondents are Unmarried.
Hence, the Majority 60% of the respondents are Unmarried Category.

15
 CHART 3.3.
MARITAL STATUS OF THE RESPONDENTS

MARITAL STATUS OF THE RESPONDENTS

40%

60%

MarriedUnmarried

16
3.4. EDUCATIONAL QUALIFICATION OF THE RESPONDENTS
The Education Qualification of the respondents are classified into four
categories viz., School, Under Graduate, Post Graduate and Others. The result of the percentage
analysis is shown in the Table 3.4.

TABLE 3.4.
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

EDUCATIONAL NO. OF PERCENTAGE

S.NO
QUALIFICATION RESPONDENTS (%)

1 School 10 20

2 Under Graduate 15 40

3 Post Graduate 15 30

4 Others 10 10

TOTAL 50 100
Source: Primary Data

INTERPRETATION
From the above Table 3.4. it is clear that 20% of the respondents are Studied in
School, 40% of the respondents are Completed Under Graduate level, 30% of the respondents are
Studied Post Graduate level and 10% of the respondents are Completed in Others.
Hence, the Majority 40% of the respondents are Completed Under graduate level.

17
 CHART 3.4.
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

10%
20%

30%

40%

SchoolUnder GraduatePost GraduateOthers

18
3.5. OCCUPATION LEVEL OF THE RESPONDENTS
The Occupation of the respondents has been classified into four categories viz.,
Business, Professional, Employee. The result of the percentage analysis is given below.

TABLE 3.5.
OCCUPATION LEVEL OF THE RESPONDENTS

NO. OF PERCENTAGE
S.NO OCCUPATION
RESPONDENTS (%)
1 Business 25 50

2 Professional 5 10

3 Employee 20 40

TOTAL 50 100
Source: Primary Data

INTERPRETATION:
It is clear from the above Table 3.5. that 50% of the respondents comes under the
Business People, 10% of the respondents are Professional level, 40% of the respondents are
working as a Employee.
Hence, the Maximum 50% of the respondents are doing their Business.

19
 CHART 3.5.
OCCUPATION LEVEL OF THE RESPONDENTS

OCCUPATION LEVEL OF THE RESPONDENTS

40%

50%

10%

BusinessProfessionalEmployee

20
3.6. SOURCES OF AWARENESS OF THE RESPONDENTS
For the purpose of the study, respondents came to know about Google Pay
through different sources viz., It is classified into four categories, Friends & Relatives,
Newspaper, Television and Social Media. The results of percentage analysis is shown in the
Table 3.6.

TABLE 3.6.
SOURCES OF AWARENESS OF THE RESPONDENTS

S.NO SOURCES NO. OF PERCENTAGE

RESPONDENTS (%)
Friends & Relatives 10 20
1

Newspaper 12 24
2

Television 15 30
3

Social Media 13 26
4

TOTAL 50 100

Source: Primary Data

INTERPRETATION
It is clear from the above Table 3.6. that 20% of the respondents are came to know
about Google Pay through Friends & Relatives, 24% of the respondents are came to know
through Newspaper, 30% of the respondents came to know through Television, 26% of the
respondents are came to know through Social Media.
Hence, the Maximum 30% of the respondents are received aware about Google
Pay through Television.

21
 CHART 3.6.
SOURCES OF AWARENESS OF THE RESPONDENTS

SOURCES OF AWARENESS OF THE RESPONDENTS

20%
26%

24%

30%

Friends & RelativesNewspaperTelevisionSocial Media

22
3.7. REASON TO USE GOOGLE PAY OF THE RESPONDENTS
For the purpose of study, the Primary Reason to use Google Pay of the
respondents are classified under four categories viz., Security, Easy to track transactions, Easy
access than cash, Quick access. The result of percentage analysis is shown in the Table 3.7.

TABLE 3.7.
REASON TO USE GOOGLE PAY OF RESPONDENTS.

S.NO REASON NO. OF PERCENTAGE

RESPONDENTS (%)
Security 10 20
1
Easy to track transactions 15 30
2
Easy access than cash 13 26
3
Quick access 12 24
4
TOTAL 50 100

Source: Primary Data

INTERPRETATION
It is clear from the above Table 3.7. that 20% of the respondent’s feel security is
the Main reason to use for Google Pay, 30% of the respondent’s are noticed that the reason is
Easy to track transactions to use Google Pay, 26% of the respondent’s are realized to Easy access
than cash Payment and remaining 24% of the respondent’s are observed Quick access to use.
Hence, the Maximum 30% of the respondents belongs to Easy to track transaction.

23
 CHART 3.7.
REASON TO USE GOOGLE PAY OF THE RESPONDENTS

REASON TO USE GOOGLE PAY OF THE RESPONDENTS

20%
24%

30%
26%

Security Easy to track transactions Easy access than cash Quick access

24
3.8. MODE OF PAYMENT OF THE RESPONDENTS
For the purpose of the study that, mode of payment does the respondent use for
payment in Google pay is classified into four categories viz, UPI, Net banking, Debit/Credit card,
Post Paid. And the result of the percentage analysis is shown in Table 3.8.

TABLE 3.8.
MODE OF PAYMENT OF THE RESPONDENTS
S.NO MODE OF NO.OF PERCENTAGE OF
PAYMENT RESPONDENTS RESPONDENTS
(%)
1 UPI 15 30

2 Net banking 14 28

3 Debit/Credit card 11 22

4 Post paid 10 20

TOTAL 50 100

Source: Primary Data

INTERPRETATION
The Table 3.8. shows that out of 50 respondence 30% of them using UPI in Google
pay, 28% of the respondents using Net banking in Google pay, 22% of them using Debit/credit
card in Google pay and 20% of them using Post Paid in Google pay.
Hence, the majority 30% of them using UPI in Google pay for their transactions.

25
 CHART 3.8.
MODE OF PAYMENT OF THE RESPONDENTS

MODE OF PAYMENT OF THE RESPONDENTS

20%
30%

22%

28%

UPINet bankingDebit\Credit cardPost paid

26
3.9. CASH BACK OFFERS TO THE RESPONDENTS
For the purpose of the study, the respondents get any cash back offers while using
Google pay are classified into two categories YES and NO. And the result of percentage analysis
are given below.

TABLE 3.9.
CASH BACK OFFERS TO THE RESPONDENTS

PERCENTAGE
S.NO CASH NO.OF OF
BACK
RESPONDENTS RESPONDENTS
OFFERS
(%)
1 YES 24 48

2 NO 26 52

TOTAL 50 100

Source: Primary Data

INTERPRETATION
The above Table 3.9. shows that, out of 50 respondents 48% of the respondence are
get cash back offers and 52% of the respondence not get cash back offers.
Hence, the Majority 52% of respondents not get cash back offers.

27
 CHART 3.9.
CASH BACK OFFERS TO THE RESPONDENTS

CASH BACK OFFERS TO THE RESPONDENTS

48%
52%
YES
NO

28
3.10. CONTINUE THEIR PAYMENT MODE OF THE RESPONDENTS
For the purpose of the study, would the respondents want to continue
Google pay for online payments are classified into three categories Like and Unlike. And the
result of percentage analysis is given below.

TABLE 3.10.
CONTINUE THEIR PAYMENT MODE OF THE RESPONDENTS

PERCENTAGE OF
S.NO CONTINUE NO.OF RESPONDENTS
THEIR
RESPONDENTS (%)
PAYMENT MODE
1 Like 40 80

2 Unlike 10 20

TOTAL 50 100

Source: Primary Data

INTERPRETATION
The above Table 3.10. shows that, 80% of respondents are Like to continue their payment
mode, 20% of respondents are Unlike to continue using Google pay.
Hence, the Majority 80% of the respondents says Like to continue their payment mode.

29
 CHART 3.10.
CONTINUE THEIR PAYMENT MODE OF THE RESPONDENTS

CONTINUE THEIR PAYMENT MODE OF THE RESPONDENTS

20%

80%

LikeUnlike

30
FINDINGS, SUGGESTIONS AND CONCLUSION
 CHAPTER – IV
FINDINGS, SUGGESTIONS AND CONCLUSION

4.1. INTRODUCTION

This chapter include the key finding of the study, suggestion there on and conclusion of
the study.

4.2.FINDINGS

 It is concluded that the Majority 40% of the respondents were under the Age Group of
20-30 years.
 It is concluded that the Majority 60% of the respondents are in the respondents are in
the category of Female.
 It is concluded that the Majority 60% of the respondents were Unmarried.
 It is concluded that the Majority 40% of the respondents are Under Graduate level.

 It is concluded that the Majority 50% of the respondents are doing their Business.
 It is concluded that the Majority 30% of the respondents received aware about Google
pay through internet of Television.
 It is concluded that the Majority 30% of the respondents reason to use Google pay of
Easy to track transaction

31
  It is concluded that the majority 30% of the respondents mode of payment in UPI.
 It is concluded that the majority 52% of the respondents Not get any Cash Back
offers while using Google pay.
 It is concluded that the Majority 80% of the respondents are willing to continue their
payment mode.

4.3.SUGGESTIONS

 Many customers are facing problem in payment gateway due to heavy traffic. So it is
suggested to take necessary steps to overcome delay in processing of payment.
 Google pay may take steps for periodic updation and upgradation.
 Google pay should promote their services through various media.
 It is necessary to take steps for the improvement of transition speed in Google pay.
 Google pay should take necessary step to create awareness among rural people about
the advantages and facilities.

4.4.CONCLUSION

Google pay usages awareness as spread among the people in India due to government
policy of demonetization and this as forcefully induced the usage of Google pay. Is supports
their customers to transfer their payments with the usage of their mobile phones in the easiest
way. Google pay officers should visit the customers and enquire about their requirements and
problems they face. This method has to increase its advertising in television media in order to
increase the awareness of the general public. This services may also introduce some sales
promotion activates such as cash discount, scratch card, cash back and gifts.It can
conclude that they will be massive growth in adoption of google pay in the forthcoming year.

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BIBLIOGRAPHY
 BIBLIOGRAPHY

REFERENCE BOOKS

1) KOTHARI, C.R., "Research Methodology Methods and Techniques", New

Delhi, Prakashan Publication, 1998,2nd edition.

2) PHILIP KOTLER-"Principle of Marketing Management", New Delhi, Prentice-

Hall of india Pvt Ltd,1995,9th edition.

3) PILLAI R.S. N BAGAVATHI, "Modern marketing-principles and practices"

S.Chand & co.Ltd,New Delhi-1987.

4) S.P.GUPTA, "Statistical Methods", New Delhi, Sultan Chand & Sons 2005.

WEBSITES

 www.google.com
 www.wikipedia.com
 www.yahoo.com
 www.googlepay.com
 www.quora.com

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ANNEXURE
 ANNEXURE
A STUDY ON CUSTOMER SATISFACTION TOWARDS
GOOGLE PAY IN ERODE CITY

1) Name:
2) Age

a) Below 20 years b) 20-30 years

c) 30-40 years d) Above 40 years
3) Gender
a) Male b) Female

4) Marital Status

a) Married b) Unmarried

5) Family Type

a) Nuclear Family b) Joint Family

6) Educational Qualification

a) School b) Under Graduate

c)Post Graduate d) Others

7) Occupation

a) Business b) Professional c) Employee

8) Monthly Income

a) Upto Rs.20,000 b) Rs.20,000-Rs.30,000

c) Rs.30,000-Rs.40,000 d) Above Rs.40,000

9) How do you come to know about Google Pay?

a) Friends & Relatives b) Newspaper

c) Television d) Social Media

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10) What is your primary reason to use Google Pay app?

a) Security b) Easy to track transactions

c) Easy access than cash d) Quick access

11) Which mode of payment do you use?

a) UPI b) Net banking

c) Debit/Credit card d) Post paid

12) Which device do you use for making payment?

a) Mobile phones b) Laptop c) Computer

13) Do you trust the security of online banking services?

a) Yes b) No c) May be

14) How would you rate the Quality of Google Pay?

a) Excellent b) Average c) Poor

15) Do you think Google Pay should be widely used and available in Erode?

a) Agree b) Strongly Agree

c) Disagree d) Strongly Disagree

16) Do you get any cash back offers while using Google Pay?

a) Yes b) No

17) Are the advertisement popping up on the Google Pay irritating you?

a) Agree b) Strongly Agree

c) Disagree d) Strongly Disagree

18) Do you enjoy the alert notifications for deferred payments in Google Pay?

a) Yes b) No c) Maybe

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19) Would you want to continue using Google Pay for online payments?

a) Like b) Unlike

20) Rank the following services you prefer more in Google Pay.

S.NO FACTORS RANK

1 Bill Payment

2 Fund Transfer

3 Food Order

4 Mobile Recharge

5 Ticket Booking

6 Tax Pay

21) Rank the following problems that affect your while using Google Pay.

S.NO FACTORS RANK

1 Security

2 Too much time consuming

3 Involves danger of losing money

4 Cannot be used for international transaction

22) Your Feedback towards Google Pay:

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