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A Comparative Study on the Usage and Consumer Satisfaction on Google Pay

and Paytm

Article · May 2021

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 International Journal of All Research Education and Scientific Methods (IJARESM), ISSN: 2455-6211
Volume 9, Issue 5, May -2021, Impact Factor: 7.429, Available online at: www.ijaresm.com

A Comparative Study on the Usage and Consumer

Satisfaction on Google Pay and Paytm
Dr. R. Sridevi1, Thirumoorthiammal V2
1
Assistant Professor, Department of B Com PA Sri Ramakrishna College of Arts and Science, Coimbatore
2
Final year Student, Department of B Com PA Sri Ramakrishna College of Arts and Science, Coimbatore

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ABSTRACT

In present world smart phone play an important role in the daily life of people. The technological advancement
has made smart phones as device was the mobile users can make money transaction or payment by using
application installed in their phone. The present study aims to explain the usage and satisfaction on Google pay
and Paytm. Factors that affect the consumer’s decision to adopt Google Pay and Paytm. Now a days, people
don’t have time to sit and relax so people can also pay their electricity bills, recharge their phone, can do online
shopping through Google pay and Paytm.

Keywords: Google Pay, Paytm, Usage and Satisfaction of Consumer.

INTRODUCTION

Banking is considered to be the "Backbone of our nation's economy". The Indian Banking, today is divided into
commercial banks which are Private, Public scheduled and non-scheduled banks, Regional and Rural, and Cooperative
Banks. Banking has been around for centuries and has become such an ingrained part of our lives that we don‟t often
think about how often we use banking services. Things like paying bills, receiving salaries, and applying for credit
cards have become a natural part of modern society in most countries.

In India Reserve Bank of India outlined the mission to ensure that payment and settlement system are safe, efficient,
interoperable, authorized, accessible, inclusive and compliant with international standards. The vision is to proactively
encourage electronic payment system for ushering in a less cash society in India. Regulation is keen to promote
innovation and competition with an intention to help payment system achieve international standards. Various
initiatives by Reserve Bank of India, in mid-eighties and early-nineties, alternative system.

Digital payment refers to paying for goods and services online with the help of electronic mediums. This is called as
cashless economy which avoids use of money in physical form. These digital transactions help to reduce the cost
of making transactions and also speedup the process involving one transaction cycle. It reduces the risk of handling
cash. The record ofdigital payment can also be maintained easily. Digital transactions also help government as
transactions can be tracked easily which will help to reduce black money and thus help in growth of economy.

The government is taking initiatives to move the country towards a less-cash economy and increase the use of digital
transactions. The main motto of the Indian government is to make the Indian economy „Cashless, Faceless Paperless.
The different apps are available that allow users to make payments online. These are very convenient to use and
provides flexibility to the users as they allow users to make payments anytime and from anywhere. Some of the
apps used for online payments are: Phone Pe, Google Pay and Paytm

Statement of Problem
The study is about Google Pay and Paytmuser‟s. To know satisfaction level of the customers, the developers introduced
new features to attract the users. Users have giving negative feedbacks in gateway failure, Problem with acceptance of
debit/credit card, Failure of transaction, Delay in confirmation of order Therefore, in this study is to identify the
problem and preference among Google Pay and Paytm users.

Objectives
 To identify the customer preference among Google pay and Paytm.
 To identify the problems faced by the users while using Google pay and Paytm.
 To study the satisfaction level of the consumer using Google pay and Paytm.

IJARESM Publication, India >>>> www.ijaresm.com Page 652

 International Journal of All Research Education and Scientific Methods (IJARESM), ISSN: 2455-6211
Volume 9, Issue 5, May -2021, Impact Factor: 7.429, Available online at: www.ijaresm.com

Scope of the study

This research focuses on Google Pay and PayTm users in general. The scope of the study is to find satisfaction level of
users on safety & security , transaction speed, convenience, recharge, ticket booking, shopping, etc., Which can directly
influence on the consumer satisfaction level.

Research methodology
The data for the purpose of the present study have been collected through primary and secondary data. Primary data has
been collected through questionnaire. The secondary data has been collected from published journals. A total of 171
respondents have been collected for sample.

LITERATURE REVIEW

Dr. Sentil 1.2019(A Study On Customer Satisfaction Towards Paytm Users In Dharmapuri District) “The present
era is entering into a newpace in payment system by using digital wallets filled with coupons and offers. People don‟t
have time to relax then how can they do their personal works like to recharge their phones, to pay electricity bill or to
shop etc. so to make people stress free Paytm application have introduced. This application help them to make their
work easier and save their time”

Anitha K M 2.2019(Users’ Satisfication With Electronic Payment System) “The electronic payment is considered as
the backbone of e-commerce. Electronic payment system has taken many forms like credit cards, debit cards, electronic
wallets, smart cards and so on. Electronic wallet is an online prepaid account where one can store money to be used
when required”

Shivangi Jaiswal, Pankaj Joge3.2018(A Study On Consumers Acceptance Of Mobile Wallet With Special
Reference To Durg/Bhili) “To understand the consumer‟s perception towards the use of Electronic Wallet. The main
purpose of the study was to find out various factors affecting consumer‟s decision to adopt digital wallet as a mode of
online payment and the problems with online services”.

Akhila Pai H4 2018(Study On Consumer Perception Towards Digital Wallets)“The mobile and Internet are the
main reasons for the growth in uses of digital payment. The E-payment system will grow higher when the awareness is
created among the people. But currently, India has seen increase in the number of digital wallets and is slowly moving
towards a cashless economy”

Mr. N. Sivakumar5 2019 (Users Perception Towards Paytm)“The author says Paytm is one of the India‟s largest
mobile commerce platform. They offer mobile recharge and bill payments. The objective of the study are to know
about user‟s awareness and to study the factors that influence the user‟s to use of Paytm”

Tanzila Ayas Sayed,Vaibhav Patil &Dr. G. Gopalakrishnan6 2018(A Study Of Customer Satisfaction Level
And Customer Perception Of E-Payment App Services With Special Reference To Pune City)“The growth of
modern civilization depends on payments. The system have changed from stone age barter system to coins, form coins
to online payments. This is the study of customers satisfaction level of people who are using E-PAYMENT APP”

Dr. Manikandan, J.Mary Jayakodi7 2017(An Emprical Study On Consumers Adoption Of Mobile Wallet With
Special Reference To Chennai City)“The present study aims to explain the application and usage of wallet money
endorsed by different companies and various factors that affect the consumer‟s decision to adopt mobile wallet and
various risks and problems faced by the user‟s”

Deepti Sharma, Deepshikha Aggarawal, Amisha Gupta 8 2019(A Study Of Consumer Perception Towards M-
Wallet)“One of the most popular mobile applications is the mobile wallet. The M-wallet are the mobile applications
that provides a variety of features to the consumer. These includes bill payments, online transactions, even online
shopping facilities. The purpose of this study is to understand M-wallet and the factors affecting the consumer‟s
acceptance for digital payment method”

T. Praiseve, Dr.Florence John9 2018(Anstudy On Consumer Prefernce Towards Mobile Wallet)“ This study is to
find out the factor that affects consumers preference towards mobile wallet. Mobile phones are used everywhere in this
modern world. The users can pay any bills and transact their money to anyone at their convenience”

Dennis Abrazhevich10 2004(Electronic Payment Systems) “The system of online or electronic payment as a type of
financial commitment that includes the purchaser and the vendor enable by the utilisation of electronic infrastructure”.

IJARESM Publication, India >>>> www.ijaresm.com Page 653

 International Journal of All Research Education and Scientific Methods (IJARESM), ISSN: 2455-6211
Volume 9, Issue 5, May -2021, Impact Factor: 7.429, Available online at: www.ijaresm.com

ANALYSIS AND INTERPRETATION

Socio Economic Profile

S.No Variables Highly Responded Area No of Responses Percentage

1 Age 18-28 64 37%

2 Gender Male 87 51%
3 Educational Qualification Undergraduate 87 51%
4 Occupation Any Other 65 38%
5 Monthly Income Less than 20000 70 41%
6 Awareness of Digital payments Partially aware 80 47%
7 Where you get information about Friends 66 39%
online payments
8 Do you do online payment through Frequently 59 34%
mobile wallets
9 Which mobile wallet you prefer most Google pay 79 46%
of the time
10 How many times do you use google 1-3 times 54 32%
pay or paytm per week
11 What is the purpose of using google Utility and Bill payments 47 27%
pay or paytm
12 How do you rate Google pay, paytm Satisfied 122 55%
services that you use
13 Would you like to continue using Likely 89 37%
Google pay or Paytm
14 Which type of payment option do Google pay 63 37%
you prefer most
15 For how long you have been using 1-2 years 77 45%
Google pay or Paytm
16 Why do you use Google pay or Faster transaction 73 43%
Paytm
17 What are the obstacles when you use Involves danger of losing 51 30
Google pay or Paytm money
18 Do you think Google pay or Paytm Yes 88 51.5
safe to use
19 Would you like to refer your friends Yes 91 53
to use Google pay or Paytm
20 Do you think future will be cashless Yes 87 51
transaction
21 Is Google pay or Paytm is user Likely 82 39
friendly to use
22 Do you think Google pay or Paytm Yes 89 52
should be widely available in India
23 Do you feel satisfied while using Every time 49 29
Google pay &Paytm
24 If Google pay or Paytm is your first Time saving 62 36
preference then why

From the Socio Economic Profile of 171 respondents, 37% of them fall under the age category of 18-28.39% of them
were any other workers. 51% of them were male. 51% of them were undergraduates. 41% of them have a monthly
income of less than 20000. 47% of them are partially aware of digital payments . 39% of them get information about
online payments through friends. 34% of them frequently use online payments . 46% of them Prefer Google pay. 32%
of them uses these wallets 1-3 times a week. 27% of them uses it for utility and Bill payments . 55% of them satisfied
with Google pay or Paytm services. 37% of them likely to continue using Google pay or Paytm .45% of them Using
Google pay or Paytm for 1-2 years. 43% of them think uses these wallets for faster transaction. 30% of them says the
main obstacle is it involves danger of losing money. 51% of them thinks Google pay or Paytm is safe to use. 53% of
them likely to refer Google pay or Paytm to their friends. 51% of them thinks future is cashless transaction. 29% of
them feels satisfied every time they uses Google pay or Paytm. 36% of them uses Google pay or Paytm because it is
time saving. 52% of them thinks these wallets should be widely available in India.

IJARESM Publication, India >>>> www.ijaresm.com Page 654

 International Journal of All Research Education and Scientific Methods (IJARESM), ISSN: 2455-6211
Volume 9, Issue 5, May -2021, Impact Factor: 7.429, Available online at: www.ijaresm.com

Case Processing Summary

Cases
valid Missing Total

N Percent N Percent N Percent

Age* 171 100% 0 0.0% 171 100%
Aware Digital
Payment
Age*Aware of digital Payment Crosstabulation

Count

Aware of Digital Payment

Fully Not Partially Total
aware aware aware

Age 18-28 27 10 27 64
29-39 21 6 17 4
40-50 9 7 27 4
Above 5 6 9 43
Total 50 62 29 80 20
171

Chi-Square Tests

Value Df Asymp.Sig.(2-sided)
Person Chi-Square 11.355a 6 .078
Likelihood Ratio 11.235 6 .081
N of Valid Cases 171

A.1 cells (8.3%) have expected count less than 5. The minimum expected count is 3.39.

Interpretation:
Since the calculated significance value is higher than the table value the H0 is being rejected and the alternate
hypothesis is accepted. Therefore, there is a highly significant difference between Age and Aware of digital payment.

Case Processing Summary

Case
Valid Missing Total
N Percent N Percent N Percent
Gender* 171 100% 0 0.0% 171 100%
Preference of
Wallet

Gender*Preference of Wallet Crosstabulation

Count

Preference of Wallet Total

Both Google Pay PayTm
Gender Female
Male 24 40 20 84
Total 27 39 21 87
51 79 41 171

IJARESM Publication, India >>>> www.ijaresm.com Page 655

 International Journal of All Research Education and Scientific Methods (IJARESM), ISSN: 2455-6211
Volume 9, Issue 5, May -2021, Impact Factor: 7.429, Available online at: www.ijaresm.com

Chi-Square Tests

Value Df Asymp.Sig.(2-sided)
Person Chi-Square .161a 2 .923
Likelihood Ratio .161 2 .923
N of Valid Cases 171
a.0cells (0.0%) have expected count less than 5. The minimum expected count is 20.14

Interpretation:
Since the calculated significance value is higher than the table value the H0 is being rejected and the alternate
hypothesis is accepted. Therefore, there is a highly significant difference between Gender and Preference of wallet.

Case Processing Summary

Cases
valid Missing Total

N Percent N Percent N Percent

Income* Time using 171 100% 0 0.0% 171 100%
Income*Time using Crosstabulation
Count

Time using
Nil 1-3 times 11times 7-10 times 4-6 times Total
&above
Income
20001-30000(Per 0 10 4 8 9 31
Month)
30001-40000(Per 2 7 4 9 9 31
Month)
40001-50000(Per 1 1 7 11 6 28
Month)
Above 50001(Per 3 1 0 3 6 13
Month)
Less than 20000(Per 9 35 6 6 14 70
Month)
Total 15 54 21 37 44 171

Chi-Square Tests

Value Df Asymp.Sig.(2-sided)
Person Chi-Square 46.972a 16 .000
Likelihood Ratio 53.268 16 .000
N of Valid Cases 171
a.0cells (44.0%) have expected count less than 5. The minimum expected count is 1.14

Interpretation:
Since the calculated significance value is lesser than the table value, H0 is accepted and the alternative hypothesis is
rejected. Therefore, there is no significant relationship between Income and Time using.

FINDING

 51% of the respondent are Male and 49% of the respondent are Female.
 Age category of 18-28 are highly using Google pay &Paytm.
 51% of users are degree holder and other occupation of 39% have aware of Google pay &Paytm.
 41% of the respondent‟s monthly income is less than 20000 and 47% of the respondent is partially aware of digital
payment. As a result people need awareness about digital payment
 39% of the respondent got information about online payment from Friends.

IJARESM Publication, India >>>> www.ijaresm.com Page 656

 International Journal of All Research Education and Scientific Methods (IJARESM), ISSN: 2455-6211
Volume 9, Issue 5, May -2021, Impact Factor: 7.429, Available online at: www.ijaresm.com

 32% of the respondent use Google Pay or Paytm for 1-3times and 28% of the respondent use digital payment for
bill payments.
 20% of the respondents are highly satisfied using digital payment and 37% users are likely to continue using
Google pay &Paytm.
 30% of the respondent are using use Google Pay or Paytm for cash back and 37% of the respondent‟s first
preference for Time saving.
CONCLUSION

The study was accomplished to explore preference and satisfaction level of consumer using Google Pay & Paytm .
Digital payment play an important role in people‟s busy life. Educated people are mostly using digital payment and
they are satisfied . The main reason for using the Google Pay&Paytm is the time saved for the consumer in their busy
schedule . People preference digital payment because they can pay their bills , recharge their phones ,transfer money ,
do online shopping. One of the main obstacle is too much time consumption to set up and involves danger of losing
money. Digital payment is getting more and more trendier among the consumers.

REFERENCES

[1] Dr.sentil,2019(A study on customer satisfaction towards paytm users in dharmapuri district) volume 8, issue 1
page no:259-268
[2] AnithaK M,2019(Users‟ satisfaction with electronic payment system) volume 6, issue 4, page no:164-171
[3] ShivangiJaiswal, Pankaj Joge.2018(A study on consumers acceptance of mobile wallet with special reference to
durg/bhili)volume8, issue 3, page no:1082-1093
[4] AkhilaPai H2018(Study on consumer perception towards digital wallets)volume 5, issue 1, page no:385a-391a
[5] Mr. N. Sivakumar 2019(users perception towards paytm) volume 6, issue 2, page no:63-71
[6] TanzilaAyasSayed,VaibhavPatil&Dr.G. Gopalakrishnan6 2018(Astudy of customer satisfaction level and
customer perception of e-payment app services with special reference to pune city)volume 8, issue xii, page
no:4442-4453
[7] Dr.Manikandan, J.MaryJayakodi 2017(An emprical study on consumers adoption of mobile wallet with special
reference to chennai city)volume 5, issue 5,page no:107-115
[8] DeeptiSharma, DeepshikhaAggarawal, Amisha Gupta 2019(A study of consumer perception towards m-
wallet)volume 8, issue 11,page no:3892-3895
[9] T. Praiseve, Dr.Florence John 2018(A study on consumer preference towards mobile wallet)volume 5, issue
3,page no:185-189
[10] DennisAbrazhevich2004(Electronic payment systems)

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