A

SYNOPSIS
0N
STUDY 0F THE SATISFACTION LEVEL OF
CUSTOMERS ON MOBILE PAYMENTS
(A STUDY OF GOOGLEPAY)

In the partial fulfillment of the Degree of Master of Business

Administration
(Session 2022-2024)

Submitted to : Submitted by:

Dr. Vinod Gaytri
Associate Professor Roll No. –
12227094
MBA 4th
Semester
 TABLE OF CONTENTS

Sr. No. Particular

1. Introduction to Industry

2. Introduction to Topic
3. Literature Review
4. Need of Study

5. Objectives of Study
6. Research Methodology
INTRODUCTION TO INDUSTRY
 Digital Payments :
Advancement in technology has changed the system of payments in India . Post
Demonetization period has played an important role in the growth of digital payments in
India . Also cashless transactions has been extensively pushed by Prime Minister Mr.
Narendra Modi as part of government reforms. The number of digital transactions stood
about 1.18 billion for the first six months of the financial year , according to calculations
based on data from the Reserve Bank of India and the National Payments Corporation of
India. This market of digital payments highly affected by a smart tool known as smart
phones. This has become a key component of people’s personal , professional and financial
online life.
Easy availability of internet connection , one touch access , secure3s financial transactions
influence the adoption of one touch payment . Thus to optimize this benefit off technology
and to develop a platform for cashless and transparent financial transactions the Government
of India developed one significant product , the “UPI “ (Unified Payment Interface ).
UPI is a simple payment tool created by NOCI that is based on IMPS system . UPI can
operate on a small phone and it works as an email ID for money . It facilitates virtual
payments address which a user creates by linking their accounts to a bank’s mobile
application as a payment identifier for sending and collecting money and works on single
click . Digital payment a way to make payment that is made through digital modes. In digital
payments the payer and payee or both can use the digital modes to send and receive money. It
is also called electronic payment. There is no need to have hard cash for every transaction
involved in the digital transactions. All the transactions are done only through online
payments. It is convenient way to make payments. The objectives of the studies are : To
identify the customer preferences towards digital payments and to measure the customer level
of satisfaction about digital payment services. This study is based on both primary data and
secondary data which is collected from the customers to find out awareness and satisfaction
about digital payments and also satisfied with the online payment .
Some of the digital payment modes are : UPI, AEPS, USSD, Mobile wallet, Internet
banking .
o Digital Wallets :
An electronic device or online service that allows an individual to make electronic
transactions is called a digital wallet .
Some of the popular digital wallets are :
Paytm , Google Pay , PhonePe , Mobikwik , YONO by SBI , CITI MaterPass .
 PayTM :
PayTM is an Indian e-commerce operator and financial technology company this was
founded in August 2010 by Founder Mr.Vijay Shekhar Sharma . In 2014 the company
launched its first Digital e-wallet known as Paytm wallet .
In the year , 2015 RBI gave license to PayTm to launch paytm payments bank which was
later inaugurated in the year 2017 by the finance minister Mr. Arun Jaitley.
 PhonePe :
PhonePe or PhonePe Private Limited is an Indian e – commerce payment service and digital
wallet company . It was founded in the year 2015 by its Founders, Mr.Sameer Nigam and
Rahuk Chari and it was the first payment app of india which was built on Unified Payments
Interface .
 YONO by SBI :
This mobile wallet application was introduced by SBI . The wallet offers its service in 13
languages . The word YONO means You only need one , this app helps users to access
various financial and other services , it acts as a digital banking platform which offers various
services such as online payment (shopping payments), booking tickets ,etc.
 Mobikwik :
It is also another Indian Company app which acts as a digital wallet , as a mobile payment
system . Mobikwik is an app founded by Bipin Singh and Upasana Taku in the year 2009 .In
the year 2016 Mobikwik launched Mobikwik Lite app which was for older 2G mobile
networks and those with poor network connectivity . In the year 2016 India had
Demonetization during this time this had a 400% increase in financial transactions .
INTRODUCTION TO TOPIC
Google 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. It took over the branding of google chromes autofill
feature. Google pay adopts the features of both android pay and google wallet through its
instore, peer-to-peer and online payment services.
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 and 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 finger print 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 number
with the payment. Instead it generates a virtual account number representing the users
account information. This service keeps customer payment information private, sending a
one-time security code instead of the card or user details.

 Customer Satisfaction :
Customer Satisfaction is defined as a measurement that determines how happy customers are
with the company’s services and capabilities .Customer Satisfaction information includes
surveys and ratings that can help a company or a person to determine how to best improve the
services .
It is the result of the interaction of a customer with a brand or its product or service , which
shapes the customer’s perception .
Mobile Payments offers several advantages for customers , such as reducing the need of
carrying cash and cards , enabling faster and easier checkout , granting access to the
discounts , rewards and loyalty programs , helping to budget and track spending habits and
enhancing user experience and convenience . As Security is the major factor when it comes to
payments. When using mobile payments , credit cards are encrypted by apps and locked
thanks to the device ‘s security features .
 Quality of Service :
Service Quality can help customers visualize which is the most important factor in creating
customer loyalty and continued use of mobile payments app and services . The structure
assesses how easy it is to pay utility bills , ability to identify problems with efficiency , ease
of middlemen payments, and the ability to integrate the mobile payment apps with services :
banking and other various applications . With the development of IT technology social
networks and artificial intelligence the experience of quality customers , service quality can
be easily understood and transformed by service providers.
LITERATURE REVIEW

 Shafiq and Ahmad (2015) Is plastic Money Matter for Consumer Buying Behavior? This
examination gives the affirming data since buyers feel good in spending through plastic
cash as easy access of money, no cash carrying risks and reward shopping are the major
factors that plays important role behind it.
 Rouibah (2015) showed that poor security, lack of trust, fear of failure, high charges and
poor familiarity were the major constraints that affected payments. Besides, security
features of internet, banking facilities, privacy and quality of services were also affecting
adoption of e-payments.
 Dr. Rathore (2016) "Appropriation of Cashless transactions 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.
 Taheam , Sharma and 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.
 Singh (2017) concluded that there was significant difference between education of
consumers and adoption of digital payment. The perception of consumers for digital
payment had positive and significant effect on adoption of digital payment among
consumers.
NEED OF STUDY
Google Pay enables sending and receiving money, but unlike other digital wallets, the
payments can be received directly into the bank accounts. So, the entire concern of receiving
money in wallets and then transferring into the bank account has been eliminated.
Interestingly, a person doesn’t have to be on the Google Pay app to receive payments. Google
Pay simplifies the process of money transfer even through their website.
Though the primary function of the app is to allow simple money.
As Googlepay boasts of many unique features in comparison to all other options
available in the market . Some of them are:
 The transactions are instant .
 Money can be sent to and received directly from bank accounts .
 The app is available in eight Indian languages , making it more acceptable .
 GooglePay is more customized and hugely eases th entire process of money transfer
and payments market in India .
 Cash mode is another GooglePay feature that is unique.It allows users to transfer
money tto other GooglePay users in proximity without entering the bank details or
mobile number .
OBJECTIVES OF THE STUDY
1. To understand the perception of customer towards digital payment method.
2. To understand the significant factors of using digital payment method.
3. To analyze the impact of usage of digital payment methods on satisfaction of customers

RESEARCH METHODOLOGY
 Data collection method :
After the research problem has been identified and selected , the next step is to gather the
requisite data . while deciding the method of data collection to be used for , the data should
be of two types :
o Primary Data Questionnaire
o Secondary Data Internet
Text books
Magazines

 Research design : The study follows the descriptive method of research to

measure,evaluate and analyse the impact of Google pay among customers .
 Area of study : The Respondants from Yamuna Nagar City .
 Sample size : 384 people of diverse age groups living in city (Yamuna Nagar ) using
Googlepay.
 Sampling method : Non - Probability Sampling method is used where the sample is
taken from the people using googlepay and are easy to contact (through judgement
sampling).
 Data collection instrument : An adopted questionnaire will be used.
 Statistical Tools : ( descriptive statistics , factor analysis, correlation, regression)
 Theoretical framework
o Dependent variable : customer behavior ( satisfaction )
o Independent behavior : factor affecting mobile payments ( usage , adoption , behavior
Hypothesis :
 H01 : There is no significant relationship between digital payments and customer
satisfaction.
 H02 : There is no significant impact of using digital payments on customer
satisfaction.