IJCRT2105774

www.ijcrt.
org © 2021 IJCRT | Volume 9, Issue 5 May 2021 | ISSN: 2320-2882
A STUDY ON USAGE OF ONLINE PAYMENT

APPS BY CUSTOMERS
1V. Sanjai, 2Dr.Tr.Kalai lakshmi
1Keelkatalai , 2Nanganallur
1Sathyabama university ,
2Sathyabama university
Abstract
Mobile payment apps are also known as digital payment apps which are used for easy
transactions and payments. These payment apps were introduced to customers for their benefits.
There are various payment apps which are used for UPI payments like Google pay Phone pe,
Paytm etc. Now days the online payment apps users are increased dramatically and also the
payment options have been spread in local market. The customers are highly beneficial and
satisfied towards payment apps. This study is focused on the usage of payment apps by
customers and also their satisfaction towards payment apps This study done using descriptive
research design method and data are collected by primary sources with 120 sample size of
customers. The results are analyzed and interpreted through simple percentage analysis and
chi-square test and annova test. The data analysis and interpretation done and presented
through pie charts and graphs.
IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h312

www.ijcrt.org © 2021 IJCRT | Volume 9, Issue 5 May 2021 | ISSN: 2320-2882
CHAPTER- 1
1.1 - INTRODUCTION:
The “Digital India” is the Indian Government’s flagship program with a vision to convert India into a
digitally empowered country. “Faceless, Paperless, Cashless” is one of Supposed function of
Digital India. Digital payment system has gained importance nowadays, especially after
demonetization. The government is taking essential steps to encourage the public to use payment
gateway platforms. To promote payment gateways, it has declared discounts on purchases of
certain products digitally. It has also introduced UPI (United Payment Interface) which is app based
to transact across multiple banks .Another improved version is set to be unveiled by the
government, which makes banking transactions though mobile phones without internet by a
platform called USSD(Unstructured Supplementary Service Data).
These initiatives have provided extensive boost up to the digital payment system in the country.
Government’s other initiatives like BHIM and UPI are supporting in transition and faster adoption of
digital payments. Electronics Consumer transaction made at point of sale (POS) for services and
products either through internet banking or mobile banking using smart phone or card payment are
called as digital payment.
In today’s digital era the usage of internet has increased dramatically. Now days the customers are
adopting the digital devices in order to spend less time on banking. This digital payment is very
useful to transaction funds without taking any risk and also easy to handle and make use of it.
We all witnessed how technologies have been growing in modern world. On This case the online
payment apps also introduced and it has been successful among customers .Major people who live
in urban areas are adapted to this digital payment system. Unless very low number of people who
lives in rural areas still didn’t know the importance and services of this online payment apps .
1.2 INDUSTRY PROFILE

Mobile wallet or e wallet app or e wallet is an app that consists of your debit and credit card
information which helps the users to pay for goods and services digitally using their mobile devices.
Popular online payment apps or payment apps or e wallet list in India include:
Google pay
Google pay is a digital wallet platform and online payment system developed by google to power
in-app,online,and in-person contactless purchases on mobile devices, enabling users to make
payments with android phones, tablets etc.,

Payzapp
Payzapp is a complete payment solution that empowers an individual to pay with the help of just
one click. The app allows individuals to buy products from the partner apps, book movie tickets,
send money to anyone, and pay utility bills among many other things.
Phone pe
Phone pe is an indian digital wallet platform and online payment company. Using Phonepe, users
can send and receive money, recharge mobile, DTH,data cards,make utility payments, pay at
shops,invest in tax saving funds,liquid funds,buy insurance and mutual funds for gold.
Paytm
Paytm is(a partial abbreviation for ‘Pay through mobile’) Is an Indian multinational e-commerce
payment system and financial technology company based in Noida, Uttar Pradesh, India.Paytm is
currently available in 11 Indian languages and offers use cases like mobile recharges, utility bill
payments,travel,movies,and as well as in store payment at grocery stores and educational
institutions with the paytm QR code.
Kotak 811
Kotak 811 is a zero balance digital bank account available to everyone (Resident Indian individuals
only).Kotak 811 lets you choose between zero balance account or an 811 edge savings account
based on your needs, Which acts as a one stop solution for all your financial needs and day to –
day transactions.
Bhim app
Bhim (Bharat interface for money) is an Indian mobile payment app developed by the national
payments corporation of India (NPCI), based on the unified payments interface (UPI).Named after
B.R.Ambedkar and launched on 30 december 2016,it is intended to facilitate e-payments directly
through banks and drive towards cashless transactions.
Free charge
Free charge, a wholly owned subsidiary of Axis bank limited, is one of the e-payment applications
which is based out Gurugram, Haryana. …Using free charge, users can pay utility bills, mobile
recharges, broadband recharges, metro card recharge, pay landline bills,DTH bills.
Mobile Wallet/Payment App Works:
In the case of First Payment using Online Payment Apps
 Registered users will input their phone number and the provider will send them an SMS
along with a PIN.
 The user will enter the received PIN, authenticating the number

 Now the user has to input their credit card information or another payment method if
required (not required if the account has already been added) and will proceed to validate
the payments.
For Subsequent Payments through E Wallet Apps:
 The user will have to re-enter the PIN to authenticate and validate the payment process
1.3 SCOPE OF STUDY
 The study examines the customer behaviour on adopting towards online payment apps.
 To analyze the issues faced by the customers towards online transactions.
 To understand the issues and give suggestions for improving online payment apps in future.
 To understand the growth of online payment apps among customers
1.4 NEED FOR STUDY
 To study the consumer behavior towards using online payment apps.
 To study the benefits and safety of using online payment apps
 To study the issues faced by the customers towards online payment apps.
 It also determines the customers’ adoption towards online transactions.
 To study the importance of online payment apps among customers
1.5 OBJECTIVES OF STUDY

Primary objective:
 To analyze the customer satisfaction towards online payment apps.
Secondary objective:
 To analyze the trend of online payment apps.
 To examine the impact of online payment apps by analyzing the issues faced by
customers.
 To analyze the importance, functions, advantages and limitations of online payment apps.
 To analyze the utilization of online payment apps by customers.
1.6- STATEMENT OF THE PROBLEM

 Online payment is very much used in recent years due to convenience, speedy a transaction,
saving time, attractive sales promotional offers, etc., Despite these factors, there are various
transactional and non- transactional issues involved such as internet user being
uncomfortable often etc. which act as deterrents. However, the future for online payment
looks bright and promising. This is especially true in the context of consumers in small cities,
where online payment is still new, and consumers are less familiar and often more skeptical
towards it. Therefore, this study aims to examine the customer satisfaction towards online
payment apps.And also to analyze the issues and difficulties faced by the customers towards
online payment apps.
1.7 FEATURES OF E-WALLETS:
Instant Payments
The money transfer between the payer wallet and the payee wallet will happen within a matter
of a few seconds, instead of hours or business days in an e wallet account. The feature
provides huge benefits as payments can be done anytime and from anywhere making fund
transactions immediately and this will increase the control of personal and business funds.
Managing Virtual and Physical Card Operations
The emerging technology has helped the e wallet app to store the user’s credit or debit card
data, which can be used to make money transactions at anytime from anywhere across the
globe. The evolution of e-wallet simplifies the user’s finance and it conveniently helps to
aggregate all their cards in one central space. A mobile wallet or payment app is safer to carry
all your cards with you as it avoids the user to physically carry the credit card. The software
helps the app to encrypt the card data without storing the card numbers using high-grade
security.
Bill Payments
Payments App is one of the critical mobile wallet features as most of the youngsters prefer to
pay bills online be it for shopping, groceries, restaurants, movie tickets booking, flight tickets
booking, rent, tuition, utilities, loans, and so on. With the digital cash moment gaining pace,
mobile wallets are indeed becoming a part of essential services for a common man.
App is one of the critical mobile wallet features as most of the youngsters prefer to pay bills
online be it for shopping, groceries, restaurants, movie tickets booking, flight tickets booking,
rent, tuition, utilities, loans, and so on. With the digital cash moment gaining pace, mobile
wallets are indeed becoming a part of essential services for a common man
Easy and Fast Self – Registration

The main intention of the introduction of e-wallet is to save people’s time, efforts and ease to
do the transaction. The simple self-registration process comes in handy for the users which

pushes them to go for the app without thinking twice before using it. Usually, these–registration
process hast the following steps
 Downloading the app and running it on the mobile phone

 Signing up for it by providing the necessary data
 Confirming the registration
 Setting up of password and login
 Linking up with debit or credit card or bank account, as per requirements
 Adding money in the wallet finally using the wallet.
Payments To and From Respective Bank Accounts

A payment app will allow for instant money transfer to any bank including an individual’s
account in the same bank as well as transfer to another person’s account held in different
banks. The payment app owner will have a variety of options for sending and receiving
business or personal money within just a few clicks from wherever you are and at any time
based on the requirement. One has to first download the online payment apps in their smart
phones. Most of the payment apps download is available in both Android and IOS based
phones.
Security
The moment mobile financial services come into the picture; individuals prefer the highest
security to adopt it. It is essential for money transactions to be safe and secure from one
end to another. Payment Mobile Apps can be secured with a lot of robust technologies such
as passwords, one – time passwords through SMS, point to point encryption, security
questions, biometrics, out of band authentication and so on. Despite the proven fact that
digital wallets are more safeguarded when compared with credit cards, the growing
concerns of safety in consumers' minds remains the main obstacle to adopt payment apps.
Merchant Payments using Contactless Technologies
The up-gradation of technology has many merchants across the globe who is realizing the
need to use various mechanics that accepts digital wallets. Most of the retail clients have
made arrangements to make in-store payments using the mobile wallets via contactless
methods are it using QR – code or near field communication and so on. NFC or Near Field
Communication is a contactless remote technology that works within a close distance say
up to 10 cm and it provides people with secure payments between the point of service
devices and their respective smart phones. Quick Response Code or QR code is one of the
popular forms of payment methods and it is very similar to a bar code. The user has to first
scan the QR code either using a smart phone or a camera which interprets the bar code
and a related application or a web site open through which payment can be made. Most of

the payment apps provide NFC and QR payment facilities as the demand for the
contactless transaction and the convenience which it offers to the users is growing
seamlessly.
Coupons, Rewards, Discounts

The use of payment apps and e-wallets provides its users with coupons, discounts,
rewards, loyalty points, and so on. Digital wallet solutions will have tie-ups with many firms
that provide offers, discounts, and coupons on using the payment apps. The e-wallets form
an ideal environment to provide deal-seeking consumers with a huge range of benefits and
helps mobile wallet app to stand out in the market.
1.8 BENEFITS OF PAYMENT APPS & E-WALLETS

The following are different types of payment apps and e-wallets they are
Customer Convenience
The best advantage of using a payment app is customer convenience as they will be able
to make payments using their mobile phones either using the contactless payments or by
scanning QR code instantly. The payment apps India can be made by using either
Samsung Pay or Android Pay or Apple Pay. One can easily leave the cash and cards at
home and use their phones to make payments instead. Payments made using a mobile
wallet is often easier and faster.
Secure way to make payments:
Payments made using mobile phone apps allow the user to use the cell phone to make in-
store purchases. These apps use a technology which is called as Near – Field
Communication (NFC) all you have to do is to tap or wave your phone to make payments at
the point of service (POS) terminal. Most of the time, these apps use either encryption or
protected code to minimize the threat to the personal data of users. Your original card
number will not be stored on the device or with the retailer and instead, the system will
mask the card numbers by assigning them with a random number or token for each
purchase. If in case, a hacker tries to hack to gain access to store data or your device, they
will only get useless information. E-Wallets offer a great level of security for the financial
data of the users. The user can add a fingerprint or PIN or Password as an additional layer
of security for the phone to enhance the surveillance coverage.
Improves Cash Flow

The introduction of e-wallets has improved the cash flow in the markets. For starters, most
of the customers prefer to pay their bills using debit/credit cards over the traditional method

of cash payments. Most of the mobile payment processors will transfer funds to a business
account under three days.
A faster way to make payments

All the users have to do is tap, pay and go. With the increase in the number of people who
use mobile phones, the e-payment system has gained momentum worldwide. All one has to
do is to simply wave or tap the phone in front of an NFC compatible terminal, with this
single action, the user has approved the transaction. This will result in a contactless
transaction, despite securing the card number which is never revealed, in addition to this,
the process is faster when compared to using debit or credit card which needs to be
inserted in the device or for swiping purpose and also it can be expired after a years .
Integrates Loyalty Programmes:

The use of mobile payments makes it possible to integrate loyalty and reward programs as
customer information will be stored in the app. For example: being able to send customers
a coupon when they are close to your store. This will help the customers to automatically
receive the reward points or coupons for every transaction which they make.
1.9- DRAWBACKS OF USING PAYMENT APPS

Security
Security remains one of the top concerns amongst the owners and customers. It has been
found the half of the mobile payments is not safe and secure.
Adoption of user’s remains slow
Most of the customers prefer to stay in their comfort zone that is they either prefer to make
payments using cash or debit or credit card. Though mobile payments are tied to a credit
card or debit card or bank account, customers prefer to swipe their card or insert their cards
in the terminals instead of waving their phone over the terminal.
Expensive Technology
Though it is a proven fact, that using mobile payments is less expensive than the traditional
POS systems, it still requires new hardware including that of a terminal or smart phone
which supports Near Field Communication.
It is impossible to make payments, if you still possess an old credit or debit card terminal or
if you do not have a smart phone. One should also have a strong internet connection and
updated infrastructure is a must to process mobile payments.
Difficult to Read Terms and Conditions

It is a must and mandatory for the users of mobile payment apps to understand the terms
and conditions. Like any other business agreement, the business owners will have to first
read and understand the terms and conditions which come in with the payment apps. If in
case, the user fails to read the fine print mainly when it comes to processing fees, then you
will be in for an unwelcome surprise when you open your invoice at the end of the month.
So be carefull and read all the terms and conditions of online payment apps before making
use of it in your daily life.
CHAPTER -2
2.1 REVIEW OF LITERATURE
INTRODUCTION
The main purpose of the literature review work was to survey previous studies on knowledge
sharing. The review of literature helped the researcher to conduct the survey in better and
extensive manner. It should also help the researcher for finding and getting deeper into the topic.
Kaur, Puneet, et al (2020) examines that mobile wallet apps have been increased trend
dramatically. It is useful for customers and effectiveness towards transactions and safety payments
on behalf this still the mobile wallets not extended in markets.
Ghosh, Gourab (2021) describes that advancement of information and communication

technology opened the gate way for modern methods of payments. The growth in smart phone and
access to internet made life easier for the people and which gave advent to digitalization.
Digitalization not only improved trade and commerce but it also made transaction of payment
smooth and fast.
Vinitha,K.,and S.Vasantha.(2018) Digital revolution has altered the routine life style of
people. The power of world wide web and digital payments is having pivotal role in getting
connected and making any time anywhere payments at your attain user satisfaction and there by
leads to consumer loyalty.
Pillai,Sruthy S.,G. Sandhya, and G.Rejikumar.(2019) They describe the trend shows
that more people prefer using the non-cash modes when cash shortage was at its crest even for
small transaction matter. It shows that there is a significant positive influence of simplicity and
interoperability on the mobile payment adoption, timely contacts and security proved to have a

negative influence on the dependent variable. People are more concerned about the security
aspects as they believe that their people are more concerned about the security aspects as they
believe that their monetary details are not safe while doing online transactions.
Maindola, Pallavi, Neetu Singhal, and Akash D.Dubey.(2018) The digital payment
landscape is sprouting in the country at a dizzying step. After the demonetization, complete
turnaround in the payment landscape has been observed. The technology revolution and
government initiative of cashless economy, followed by demonetization saga has enabled the
evolution of multiple non-banking players in the payment space.
Mishra, Sonal, and Kirti R. Swain. (2018)Mobile payment system has gained
popularity in the recent past, due to increased Smartphone penetration, cheap high speed internet
facilities; crave for quicker payment settlement and convenience for use. But the percentage
increase is yet not satisfactory, even after major efforts made by our government to facilitate digital
literacy and provide various payment method alternatives
Gupta, Knavish, and Nupur Arora. (2020) shows that Perceived ease of use and
perceived usefulness have a positive impact on attitude to adopt mobile payment systems. Also,
there exists a substantial positive relationship between attitude to adopt mobile payment systems
and intention to adopt mobile payment systems. The current study examines the impact of attitude
towards mobile payment systems on intention to adopt mobile payment systems through the
application of technology acceptance model.
Mishra, A. B. (2020).The increase of the ability and strength of wireless offers provides right
opportunities for rising up offerings to customers. Businesses are starting to realize that e-payment
system is the important thing to enhance their brand differentiation, boost sales, customer
satisfaction and hold up with competitors. In the present-day, e- payment mode has been entered
in finance, services, retails, telecommunication and IT/ITES sectors related business organizations.
The recent transaction of BHIM wallet has been received three times growth in only one financial
year 2019-20.
Singh, Sindhu (2020).The author denotes technological progression in mobile phones has
increased the popularity of mobile payments. Users can shop online through a mobile device,
which is time saving and convenient. Mobile payment systems involve ongoing interactions
between users and payment providers. The initial acceptance of mobile payment systems has
been studied extensively, but few studies have attempted to understand users’ post-adoption
behaviour.

Pal, Abhipsa, Tejaswini Herath,and H.Raghav Rao.(2020) The popularity of mobile
payment services lies in the convenient transactions they offer to users. In the age of growing
cybercrime, however, mobile payment transactions carry risks of financial and data losses. It thus
becomes critical to understand how risk and convenience have contrasting impacts on users’
intention to use mobile payments.
Djauhari, Medina Juniar,Chairul Furqon,and Mokh Adib Sultan.3.1: 29-36. They

examines that Go-Pay was the innovation in Financial Technology offered in efficiency of payment.
The main objective of this study was to bring further insights into customer intentions to use mobile
payments Go-Pay it helps improving service quality and increasing user satisfaction of the Go-Jek
user. Mobile payment is in a developing stage and consumers are still reluctant and so they
hesitate to use mobile payment.
Kavitha, M., and K. Sampath Kumar. (2018).The demonetization resulted in tremendous

growth in digital payments. With the government initiative such as Digital India and increased use
of mobile and internet are means to exponential growth in use of digital payment. This
transformation towards digital payments benefits in more transparency in transactions which
empowers the country’s economy. In recent days many changes took place in the payment system
like digital wallets, UPI and BHIM apps for smooth shift to digital payments.
Pal, Abhipsa, Tejaswini Herath, and H. Raghav Rao. (2019)The heavy cash
dependence of india and low digital adoption changed when the government announced its
demonetization scheme on November 2016, invalidating bank notes and creating a crisis. In this
cash shortage ,the nation, that was historically low on mobile payment adoption ,was pushed to
use digital payment.
Das, Abhrajyoti, et al. (2018) Digital wallets’, gained a lot of popularity in recent times in
India and around the globe. A digital wallet refers to a platform based on electronic device or online
service that allows an individual to make electronic transactions. It is a transformed way to pay for
things. It is basically paperless payment method which reduces all the hassle of carrying cash with
you everywhere. Many digital wallet services have their own mobile apps. Post demonetization in
India, the popularity of digital wallet gains exponentially. There are many digital wallets which are
currently active in India like paytm, freecharge, jio Money, Airtel Money etc.
Gupta, Rahul, Cheshtha Kapoor, and Jayesh Yadav. (2020). The author derives “
Faceless, Paperless, Cahless”. Digital India’ is a flagship programme of the government of India
that envisions India as a digitally empowered knowledge economy. As India emerges a global
competitor in innovative population-sale payment systems, various digital payment methods have
been introduced nation-wide, including Micro ATMs, Banking Cards, Internet Banking, UPI (Unified
Payment Interface), Mobile Banking, and Mobile Wallets.
Yuvaraj, S., and N. Sheila Eveline. (2018)In every economy, money is said to be the life
blood. With the advent of internet, Smartphone’s and other digital technologies has made cash
transactions simpler. In the current scenario most of the transactions were made cashless and in
future physical form of currencies will no longer be a king. There are different medium introduced to
carry out cashless transactions.
CHERUKUR, MR. (2020) The present study focuses on the customer satisfaction towards
mobile wallets. This study examines the factors that influence customer’s satisfaction while using
mobile wallets. Nowadays everyone uses their Smartphone’s to make their day today transactions
using mobile wallets. Mobile wallets create a huge impact among the people. The present study is
carried by a survey conducted among the mobile wallet users to identify the satisfactory levels of
them.
Miruna,S.Lyrics. (2019) In recent times technology plays a very vital role with this, the way we
transact in daily life has changed drastically with the advent of smart phone the life has become
easier where all payments & transaction are taking place on online. This paved the way for the
emergence of platform termed has a digital wallet.
Anshari, Muhammad, et al. (2021).Adoption of e-wallet can potentially enhance the

efficiency of financial institutions and the provision of new services for the convenience of the
customers. The youngsters really adapted to this payment apps .It really satisfy the customers in
easy transaction and payment.
Tiwari, Pooja, Vikas Greg, and Abhishek Singhal. (2019).In today's fast-moving
lifestyle people need to adopt more convenient and secure gadgets to make their life more
comfortable. To achieve this goal, there is an innovative product called Digital Wallet. The digital
wallet refers to an electronic device or service provided to persons enabling them to conduct
electronic transactions. The best example of digital wallet is the online shopping. It is also known
as e-wallet. Nowadays people prefer online shopping as it is providing them the benefits like it is
less time consuming for examples paytm, payUmoney, etc.
Gurme, Vijayashri Machindra (2019)An E-wallet money is used in the various areas of the
world business like and Companies, Banks and Customers. The Banks have taken a better place
in providing a better bank transaction services and payment to the customers need .For customers

are dragged by the shopping facilities that is given by E-wallet and customers are attracted
because of convenience and speedy transaction.
Sathish, M. Thangajesu, R. Sermakani, and G. Sudha. 12 may (2020)In the era of

technology, the people are not away in using the newer technologies. One of the most useful and
innovative technologies is the introduction of E-wallets payment system. This e-wallet eased
payments for online shopping and payment of utility bills.
DR.S.Manikandan may (2017) in present world smart phones play an important role in the
daily life of people. The technological advancement has made smart phone as devices were the
mobile users can make money transaction or payment by using application installed in phone. 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 challenges faced by the users of mobile wallet.
T. Praiseye September (2018) Mobile phones are used everywhere in this modern world.
The technological advancement has made everything possible under one touch. By using the
applications installed in the mobile phones the users can pay any bills and transact their money to
anyone at their convenience. Increase in use of mobile phones and internet is the main reason for
mobile wallet penetration. This study was carried out to find out the factors that affects consumers
preference towards mobile wallet.
Rathore, Hem Shweta. (2016) In today-world, smart phone has become essential part of
daily life. Due to technology, mobile users can nowadays use their Smartphone’s to make money
transaction or payment by using applications installed in the phone. When smart phones can
function as leather wallets, it is called “Digital Wallet” or widely known as “Mobile Wallet”.
Akhila Pai, H. (2018)Government of India’s initiative such as ‘Digital India’ and increased use
of mobile and internet are the main reasons for the exponential growth in use of digital payment.
Even though the thought of digitalization raised long years ago, it took growth pace recently. This is
because of lack of awareness and knowledge among people, fear to make online payment,
security issues etc. The E-Payment system will be boosted only when the awareness is created in
the minds of the people. But in the current scenario, India has seen a substantial increase in the
number of digital wallets available and is slowly moving towards a cashless economy.
Singh, Gurinder, Bhawna Kumar, and Ruchika Gupta. “(2018).Digital wallets are
gaining wide popularity across the globe as a means to make payments, transfer funds and
manage loyalty relations as well. It enables the consumer the ease of “paying with your phone”.

Despite the ease of use and several other benefits and the availability of dozens of applications,
the consumers are still skeptical about its adoption. This consumer vacillation is evidenced by the
fact that adoption of truly multi-channel “digital wallets” remains low.
Nair, Amal, Manisha Dahiya, and Naman Gupta. (2016).Wallets have been used from
thousands of years to protect and carry personal items of value. The earliest value wallets or
satchels were a piece of cloth tied with a piece of string which enabled a range of items such as
coins to be carried out to market. Humans have always been mobile and have needed a container
to securely carry personal items. People consume for both necessity and pleasure. Basic items
such as food and clothing are purchased on a regular basis but people also buy goods which are
only for enjoyment purpose.
Universtiy, K. L., et al. (2018).The demonetization resulted in tremendous growth in digital

payments. With the government initiative such as Digital India and increased use of mobile and
internet are means to exponential growth in use of digital payment. This transformation towards
digital payments benefits in more transparency in transactions which empowers the country’s
economy. In recent days many changes took place in the payment system like digital wallets, UPI
and BHIM apps for smooth shift to digital payments.
Singh, Gagandeep. (2019)In the growing era of the digitization of the technology much of the
people have using the plastic money in the form of Debit Card, Credit Card and other cards
provided by the numerous respective commercial banks. The banking industry had an array of
payment products – Core banking Services, immediate payment service, net banking and mobile
banking; but it is found that people needed an easier, simpler way to make payments. so this gap
was filled by the digital wallets or e-wallets. This paper is constructed to find out the adoption
behaviour and change in the daily payment or transactions.
CHAPTER - 3
3.1- RESEARCH METHODOLOGY
INTRODUCTION OF RESEARCH METHODOLOGY:

Research methodology is the specific procedures or techniques used to identify, select,
process, and analyze information about a topic. In a research paper, the methodology section
allows the reader to critically evaluate a study’s overall validity and reliability. The process used to
collect information and data for the purpose of making business decisions. The methodology may
include publication research, interviews, surveys and other research techniques, and could include
both present and historical information.
3.2 Research Design:
The study follows the descriptive method of research to measure, evaluate and analyze the
impact of online payment apps among customers. Primary data has been collected through
questionnaire.
3.3 Sampling:
The sample of 120 peoples has been collected through the questionnaire.
3.4 Sources of data
Sources of Data begins with figuring out what sort of data is needed, followed by the collection of
a sample from a certain section of the population. Next, you have to utilize a certain tool to gather
the data from the choosen sample.
3.4.1 Descriptive research design:
Descriptive research aims to accurately and systematically describe a population, situation or

phenomenon. It can answer what, where, when and how questions, but not why questions. A
descriptive research design can use a wide variety of research methods to investigate one or more
variables.
3.5 SAMPLE DESIGN:
Sample design is the theoretical basis and the practice mean by generalizing from characteristics
of relatively few of the comprising population. It is the method by which the sample is chosen.
3.5.1.1 Convenience sampling:
A convenience sample is a type sampling method where the sample is taken from a group of
people easy to contact or to reach.
3.6.1 Primary data:

The Primary data for this study was collected through questionnaire and responses collected
through google form.
3.6.2 Secondary data:
Secondary data was collected from external sources like Websites, Journals in form of review of
literature with references.
3.6.3 Area of the study:
The Respondents are from Chennai city majority of data is collected with students
3.6.4 Population:
The respondents of this study considered were the people who use online payment apps and lives
in Chennai. The data is collected among 120 peoples who use online payment apps.
3.7 TOOLS USED:
Statistical tools are involved in carrying out a study include planning,designing, collecting data,
analyzing, drawing meaningful interpretation and reporting of the research findings. The tools are
used are
 Chi-Square test
 Annova test

Chapter -4
DATA ANALYSIS AND INTERPRETATION:
4.1PERCENTAGE ANALYSIS
Table 4.1: 1 – Gender of respondents
Gender No of respondents Percentage
Male 90 75
Female 30 25
Total 120 100
Fig 4.1: Gender of respondents

INTERPRETATION: From the above table it is interpreted that 75% of respondents are Male
and 25% of respondents are Female.
INFERENCE: Majority (75%) are Male.
Table 4.1:2 Marital status of respondents
Marital status No of respondents Percentage

Unmarried 89 74.2
Married 31 25.8
Total 120 100
Fig 4.2: Marital status of respondents
INTERPRETATION: From the above table it is interpreted that 74.2% of respondents are
unmarried and 25.8% of respondents are married
INFERENCE: Majority (74.2%) are unmarried

Table 4.1:3 – Age of respondents
Age No of respondents Percentage

18-28 82 68.3
29-38 17 14.3
39-48 11 9.2
49 and above 10 8.3
Total 120 100
Fig 4.3: Age of respondents
INTERPRETATION : From the above table it is interpreted that 68.3% of respondents are
18-28 and 14.2% of respondents are 29-38 and 9.2% of respondents are 39-48 and 8.3% of
respondents are 49 and above
INFERENCE: Majority (68.3%) are 18-28 age

Table 4.1:4 - Education of respondents
Education No of respondents Percentage
Less than 10 2 1.7

th 7 5.8
10
th 11 9.2
12
Graduate 77 64.2
Post graduate 23 19.2
Total 120 100
Fig 4.4: Education of respondents
INTERPRETATION : From the above table it is interpreted that 64.2% of respondents are
graduate and 19.2% of respondents are post graduate and 9.2% of respondents are 12th and
5.8%of respondents are 10th and 1.7% of respondents are less than10th.
INFERENCE: Majority (64.2%) are graduate.

Table 4.1:5 – Occupation of respondents
Occupation No of respondents Percentage

Government 9 7.6
Private 47 39.5
Business 7 5.9
Others 56 47.1
Total 120 100
Fig 4.5: Occupation of respondents
INTERPRETATION: From the above table it is interpreted that 47.1% of respondents are others
(students) and 39.5% of respondents are private 7.6% of respondents are government employees
and 5.9% of respondents are business peoples
INFERENCE: Majority (47.1%) are others which mean students.

Table 4.1:6- Total Bank accounts of respondents:
No of banks No of respondents Percentage

One 95 79.2
Two 22 18.2
More than two 3 2.5
Total 120 100
Fig4.6 Total Bank accounts of respondents
INTERPRETATION: From the above table it is interpreted that 79.2% of respondents have only
one account and 18.3% of respondents have two accounts and 2.5% of respondents have more
than two accounts in bank.
INFERENCE: Majority (79.2%) are using one bank account.

Table 4.1:7 – Various banks of respondents:
Bank No of respondents Percentage

Government bank 44 36.7
Private bank 61 50.8
Both 15 12.5
Total 120 100
Fig4.7: Various banks of respondents
INTERPRETATION: From the above table it is interpreted that 50.8% of respondents are from
private bank and 36.7% of respondents are from government bank and remaining 12.5% of
respondents who have both government and private bank account.
INFERENCE: Majority (50.8%) are from private bank.

Table 4.1:8 – platforms often used by respondents:
Online
payment
Always Sometimes Never Total
apps
Google pay 84 31 5 120
Pay zapp 2 24 94 120
Phone pe 42 62 16 120
Paytm 31 66 23 120
Kotak 811 0 12 108 120
Bhim app 3 47 70 120
Free charge 0 10 110 120
Fig4.8 often used by respondents
INTERPRETATION: From the above table it is interpreted that 84% of respondents always use
google pay and 42% of respondents always use phone pe and 31% of respondents always use
paytm.
INFERENCE: Majority (84%) of respondents always use google pay.

Table 4.1:9 – Mode of transaction respondents choose
Necessities Cash Card Online Total

apps
Mobile phone bill payment 39 33 48 120
Rent 89 19 12 120
Cable 32 45 43 120
Petrol 42 58 20 120
Daily necessities for home 57 37 26 120
Entertainment (restaurant, 9 64 47 120
theatre etc.)
Other shopping 52 28 40 120
Fig 4.9: Mode of transaction respondents choose

INTERPRETATION: From the above table it is interpreted that 48% of respondents often use
online payment apps for mobile phone bill payment and 47% of respondents use online payment
apps for entertainment (restaurant, theatre, etc.)
INFERENCE: Majority (48%) use online payment app for mobile phone bill payment

Table 4.1:10 - often used by respondents:
No of times No of respondents Percentage

1-2 times 27 22.7
2-3 times 69 58
3-4 times 11 9.2
More than 4 times 12 10.1
Total 120 100
Fig 4.10: Often used by respondents
INTERPRETATION: From the above table it is interpreted that 58% of respondents often use
online payment apps 2-3 times and 22.7% of respondents often use 1-2 times.
INFERENCE: Majority 58% often use 2-3 times

Table 4.1:11- Major barriers of respondents
Online No Don’t trust Inconvenient Improper Total

payment barriers bank customer
apps security care
Google pay 89 6 15 10 120
Payzapp 8 32 65 15 120
Phone pe 66 20 24 10 120
Paytm 59 19 27 15 120
Kotak 811 9 25 65 21 120
Bhim app 11 25 44 40 120
Free charge 9 22 63 26 120
Fig 4.11: Barriers of respondents
INTERPRETATION: From the above table it is interpreted that 89% of respondents have no
barriers on google pay and 66% of respondents have no barrier on phone pe and 59% of
respondents have no barriers on paytm.
INFERENCE: Majority (89%) have no barriers on google pay.

Table 4.1:12 – Time and money saved by respondents
Satisfaction level No of respondents Percentage

Strongly agree 51 43
Disagree 7 5.9
Neutral 32 27.1
Strongly disagree 2 1.7
Agree 26 22
Total 120 100
Fig 4.12: Time and money saved by respondents
INTERPRETATION: From the above table it is interpreted that 43.2% of respondents strongly
agree and 22% of respondents agree for the following statement.
INFERENCE: Majority 43.2% strongly agree.

Table 4.1:13- services of mobile payment apps:
Statements Strongly Somewhat Neither Disagree Total

agree agree agree nor
disagree
Easy to 86 23 9 2 120
navigate
Easy to 32 69 19 0 120
understand
Easy to 41 45 33 1 120
make
payment
Easy to 36 46 28 10 120
transfer
money
Easy for 35 50 26 9 120
enquiry
Services are 21 46 40 13 120
safe to use
Fig 4.13 services of mobile payment apps
INTERPRETATION: From the above table it is interpreted that 86% of respondents strongly
agree easy to navigate and 69% of respondents somewhat agree that easy to understand.
INFERENCE: Majority (86%) of respondents strongly agree that easy to navigate.

Table 4.1:14 Network issues of respondents
Differences No of respondents Percentage

Not at all 18 15.3
Little 28 23.7
Sometimes 53 44.9
A lot 19 16.1
Total 120 100
Fig 4.14: Network issues of respondents
INTERPRETATION: From the above table it is interpreted that 53% of respondents have
network issues sometimes while 28% of respondents have little.
INFERENCE: Majority (53%) have network issues sometimes

Table 4.1:15 Satisfaction levels of respondents
Variables Strongly Agree Neutral Disagree Strongly Total

agree agree
Services 54 43 19 2 2 120
Convenience 17 51 46 6 0 120
Security 14 34 60 10 2 120
Maintenance 15 60 33 10 2 120
Fig 4.15 Satisfaction level of respondents
INTERPRETATION: From the above table it is interpreted that 60% of respondents have rate
security neutral and 60% of respondents agree for maintenance
INFERENCE: Majority (60%) of security neutral and (60%) of maintenance agree.

Table 4.1:16 Experience of respondents

Excellent 15 12.5
Good 93 77.5
Fair 11 9.2
Poor 1 0.8
Total 120 100
Fig 4.16: Experience of respondents
INTERPRETATION: From the above table it is interpreted that 77.5% of respondents rated
good and 12.5% of respondents rated excellent.
INFERENCE: Majority (77.5%) rated good using online payment apps.
4.2. CHI SQUARE TEST
TABLE 4.2.1: Table showing the association between Gender and often use online payment apps
Null hypothesis (H0): There is no significance difference between Gender and respondents often
using online payment apps.

Alternative hypothesis (H1): There is a significance difference between Gender of the respondents
and respondents often using payment apps.
Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
Pearson Chi-Square 127.147a 10 .000
Likelihood Ratio 20.703 10 .023
N of Valid Cases 121
a. 12 cells (66.7%) have expected count less than 5. The minimum
expected count is .01.
Source: Primary data
Interpretation:
Since p value is lesser than 0.05, we accept Alternate hypothesis and reject Null hypothesis.
Therefore, there is significance difference between Gender of the respondents and the
respondents often using online payment apps.
4.3. ANOVA:
Table 4.3.1: Table showing significance difference between age of the respondents
and time and money saved by respondents
Null Hypothesis (H0): There is significance difference between Age of the respondents and time
and money saved by respondents.
Alternative Hypothesis (H1): There is no significance difference between Age of the respondents
and time and money saved by respondents.

ANOVA
doonlinepaymentappsaveyourtimeandmoney
Sum of Squares df Mean Square F Sig.
Between Groups 17.762 4 4.440 1.616 .175
Within Groups 318.751 116 2.748
Total 336.512 120
INTERPRETATION:
Since p value is greater than 0.05, we accept null hypothesis and reject Alternative hypothesis.
Therefore, there is no significance difference between age of the respondents and time and
money saved by respondents.
CHAPTER -5
FINDINGS AND SUGGESTIONS
5.1 FINDINGS
 Majority (75%) of the respondents are male.

 Majority (74.2%) of the respondents are unmarried.
 Majority (68.3%) of the respondents are between 18-28 years old.
 Majority (64.2%) of the respondents are graduates.
 Majority (47.1%) of the respondents are others (students).
 Majority (79.2%) of the respondents are with one bank account.
 Majority (50.8%) of the respondents are private bank customers.
 Majority (84%) of the respondents use google pay always.
 Majority (48%) of the respondents use online payment apps for mobile phone bill payment.
 Majority (58%) of the respondents often use 2-3 times online payment apps.
 Majority (89%) of the respondents don’t have barriers on google pay.
 Majority (43.2%) of the respondents strongly agree that online payment apps save time and
money.
 Majority (86%) of the respondents strongly agree that it is easy to navigate.
 Majority (53%) of the respondents have network issues sometimes.
 Majority (60%) of the respondents have security issues and also agree maintenances good.
 Majority (77.5%) of the respondents rated good for online payment apps.
5.2 SUGGESTION:
 The online payment app is very handy and useful for the customers but it is also creates
some security problem while using the apps.
 The online payment app should maintain privacy for the customer’s in order to use safe
and secured.
 The payment app should develop their app and also fix the problems of delay in
transactions issue faced by the customers in current scenario.
 Online payment apps should be upgraded and create more innovative ideas with the
payment system.
5.3 - Conclusion:
An evolutionary succession has been witnessed by payment methods from cash to online payment
apps like google pay, phone pe, paytm, and bhim app etc., and currently to electronic commerce
and mobile banking. In this paper, it has been studied that online payment methods are
increasingly being used for making daily online as well as onsite purchases. The issues associated
with online payment as well as the adoption of electronic commerce for making payments by
customers has been discussed in this paper. Furthermore, the advancements in technology
supporting mobile transactions and making them more convenient and transparent is developing
trust among customers who are becoming habitual of employing this mode of payment. This
change in the behaviour of customers showing a transition from the traditional to an advanced
online mode of payment is apparent in retailing and banking, and with nearly all available mobile
devices. The statistics shown in this study signify that the number of customers employing online
mode of payment and making online transactions are continuously growing, hinting at an
everlasting acceptance of online payment systems. However, the adoption and deployment of
several rising technologies carry new opportunities and challenges to the implementation and
design of secure online payment systems in the present day as well as in near future.

5.4 REFERENCE:
 Kaur, Puneet, et al (2020) why people use and recommend mobil Wallet Volume
56, September 2020
 Ghosh, Gourab (2021) Adoption of digital payment system by consumer Volume 9,
Issue 2 February 2021
 Vinitha,K.,and S.Vasantha “usage of E-payment and customer satisfaction “ Executive Editor
9.3 (2018):130
 Pillai, Sruthy S., G. Sandhya, and G. Rejikumar. "Acceptance of mobile payments and UPI
technology. Indian Context. “International journal of barriers forecasting and Marketing
Intelligence 5.3(2019) : 371-384
 Maindola,.Pallavi,Neetusinghal.,andAkash D. Dubey"Sentiment analysis of digital wallets
and UPI systems in India post demonetization using IBM Watson “2018 International
Conference on computer communication and Informatics’ (ICCCI).IEEE,2018
 Mishra, Sonal, and Kirti R. Swain. "Mobile payment system by merchants in an Indian
context: a study on Kolkata city.”Globsyn Management Lobsyn management conference
2018.
 Gupta, Kanishk, and Nupur Arora. "Investigating consumer intention to adopt mobile
payment systems: an Indian perspective.International journal of technology transfer and
commercialisation 17.2-3 (2020): 115-134
 Mishra, A. B. "E-Payment System: A Rising Trend of Economy."New paradigm in Business
& Education (2020): 1.
 Singh, Sindhu. "An integrated model combining ECM and UTAUT to explain users post
adoption behavior towards mobile payment systems”.” Australasian journal of Information
systems 24(2020)
 Pal, Abhipsa, Tejaswini Herath, and H. Raghav Rao. "Is the Convenience Worth the Risk?
An Investigation of Mobile Payment Usage."Information systems Frontiers (2020): 1-21.
 Djauhari, Medina Juniar, Chairul Furqon, and Mokh Adib Sultan. "Integrating Quality
Features into Technology Acceptance Model for Examining the Acceptance of Mobile
Payment Go-Pay."The International journal of business review (The jobs Review)3.1:29-36
 Kavitha, M., and K. Sampath Kumar. "A Study on Digital Payments System with
Perspective of Customer’s Adoption." 13.SP (2018): 189-200.
 Pal, Abhipsa, Tejaswini Herath, and H. Raghav Rao. "A review of contextual Factors
affecting mobile payment adoption and use."Journal of Banking and Financial Technology
3.1 (2019): 43-57

 Das, Abhrajyoti, et al. "A Study of Threat Model on Mobile Wallet Based Payment system
“International journal of computational Intelligence slot 2.4(2018)
 Gupta, Rahul, Cheshtha Kapoor, and Jayesh Yadav. "Acceptance Towards Digital
Payments and Improvements in Cashless Payment Eco system “2020 International
conference for Emerging Technology (INCET) IEEE,2020
 Yuvaraj, S., and N. Sheila Eveline. "Consumers’ perception towards cashless transactions
and information security in the digital economy “International journalof Mechanical
Engineering and technology 9.7 (2018):89-96
 Cherukur, Mr. "A study on customer satisfaction on e-payment applications “Journal of
Contemporary issues in Business and Government 26.2 (2020): 920-926.
 Miruna, S. Lyrics. "A Study on Customer Satisfaction towards E-Wallet in Tirunelveli
City.”International journal of all research writings 2.1 (2019) 3-6.
 Anshari, Muhammad, et al. "Factors influencing individual in adopting Ewallet.”Journal of
Financial services Marketing 26.1 (2021):10-2
 Tiwari, Pooja, Vikas Greg, and Abhishek Singhal. "A study of Consumer adoption of Digital
Wallet special Reference to NCR.” 2019 9th international conference on cloud computing,
Data science & Engineering (Confluence) IEEE,2019.
 Gurme, Vijayashri Machindra. “ An empirical study on customers adoption of E- Wallet with
special reference to pune city, ” volume 4 issue 5 2019.
 Sathish, M. Thangajesu, R. Sermakani, and G. Sudha. "A Study on the Customer's Attitude
toward the E-Wallet Payment System."Volume 6 issue 12 may 2020”
 Manikandan et. al., An empirical study on consumers adoption of mobile wallet with special
reference to Chennai city Vol.5 (Iss.5): May, 2017]
 T. Praiseye “A study on consumer preference towards mobile wallet” IJRAR September
2018,volume 5,issue 3
 Rathore, Hem Shweta. "Adoption of digital wallet by consumers."BVIMSR’S journal of
Management research 8.1 (2016):69
 Akhila Pai, H. "Study on consumer perception towards digital Wallets.” Volume 5, issue3
(2018).
 Singh, Gurinder, Bhawna Kumar, and Ruchika Gupta. "The role of consumer’s
innovativeness & perceived ease of use to engender adoption of digital Wallets in India,”
2018 International conference on Automation and computational engineering (ICACE) IEEE,
2018.

 Amal, Manisha Dahiya, and Naman Gupta. "Educating consumers about digital wallets.”
Int . J . Res 3 (2016) : 743-75
 International Journal of Pure and Applied Mathematics Volume 118 No. 24 Universtiy, K.
L., et al. "A study on digital payments in India with perspective of consumers adoption”
International journal of pure and applied Mathematics 118.24(2018)
 Singh, Gagandeep. "A review of factors affecting digital payments and adoption behaviour
for mobile e-wallets” International journal of research in Management & Business studies 6.4
(2019) : 89-96: Vol 6 issue 4 oct –Dec 2019
APPENDIX-1
Questionnaire
1. Name : ______________
2. Gender : a) Male b) Female
3. Marital status : a) Married b) Un married
4. Age : a) 18_24yrs b) 28_38yrs c) 38_48yrs d) 48 and above
5. Education : a)SSLC b)HSC c)U.G d)P.G e)Diploma
6. Profession : a) Employee b) Business c) students d) others
7. Which of the following mobile platforms you use for making payment?
always sometimes never

Google pay
Pay zapp
Phone pe
Paytm
Kotak 811
Bhimapp
Free charge

8. Mention the mode of transaction you choose to make the following necessities?
Cash cards Online payment

apps
Mobile phone bill
payment
Rent
Cable
petrol
Daily necessities for
home
Entertainment
(restaurant,theatre,etc.,)
Other shopping
9. In how many banks do you have account?
a) One
b) Two
c) More than two
10. You have account with?
a) Government bank
b) Private bank
c) Both
11. How often do use online payment apps?
a) 1-2 times
b) 2-3 times
c) 3-4 times
d) More than 4 times

12. What are your major barriers of online payment apps?
No barriers Don’t trust bank In Improper

security convenient customer care
service
Google pay
Pay zapp
Phone pe
Paytm
Kotak 811
Bhim app
Free charge
13. Do you any network issues while using online payment apps?
a) Not at all
b) A little
c) Somewhat
d) A lot
14. Do online payment apps save your time and money?
a) Strongly agree
b) Disagree
c) Agree
d) Strongly disagree
15. How will you rate your experience by using online payment apps?
a) Excellent
b) Very good
c) Good
d) Fair
e) Poor

16. How will you rate the following services of your mobile payment apps on your phone?
Strongly Some what Neither agree Disagree

agree agree nor
Disagree
Easy to
navigate
Mobile payment
app is easy to
understand
Mobile payment
app menu is
easy to make
payment
My mobile
payment app is
easy to transfer
money
My mobile
payment app is
easy for enquiry
My mobile
payment app
services are
safe to use
17. Rate the following variables by marking tick according to the satisfaction level by using online
payment apps?
Strongly Agree Neutral Disagree Strongly

agree disagree
Services
Convenience
Security
Maintenance
Give your suggestion to improve online payment app services
-----------------------------------------------------------------------------------------------

APPENDIX -II
A STUDY ON USAGE OF ONLINE PAYMENT APPS BY
CUSTOMERS
1Mr.SANJAI V, Dr.TR.KALAI LAKSHMI2

1Student, School of Business Administration,
2Assistant Professor, School of Business Administration,
Sathyabama Institute of Science and Technology, Chennai-119.
ABSTRACT:
Mobile payment apps are also known as digital payment apps which are used for easy
transactions and payments. These payment apps were introduced to customers for their benefits.
There are various payment apps which are used for UPI payments like Google pay Phone pe,
Paytm etc. Now days the online payment apps users are increased dramatically and also the
payment options have been spread in local market. The customers are highly beneficial and
satisfied towards payment apps. This study is focused on the usage of payment apps by
customers and also their satisfaction towards payment apps This study done using descriptive
research design method and data are collected by primary sources with 120 sample size of
customers. The results are analyzed and interpreted through simple percentage analysis and
chi-square test and annova test. The data analysis and interpretation done and presented
through pie charts and graphs.
INTRODUCTION:
The “Digital India” is the Indian Government’s flagship program with a vision to convert India into a
digitally empowered country. “Faceless, Paperless, Cashless” is one of Supposed function of
Digital India. Digital payment system has gained importance nowadays, especially after
demonetization. The government is taking essential steps to encourage the public to use payment
gateway platforms. To promote payment gateways, it has declared discounts on purchases of
certain products digitally. It has also introduced UPI (United Payment Interface) which is app based
to transact across multiple banks .Another improved version is set to be unveiled by the
government, which makes banking transactions though mobile phones without internet by a
platform called USSD(Unstructured Supplementary Service Data).

These initiatives have provided extensive boost up to the digital payment system in the country.
Government’s other initiatives like BHIM and UPI are supporting in transition and faster adoption of
digital payments. Electronics Consumer transaction made at point of sale (POS) for services and
products either through internet banking or mobile banking using smart phone or card payment are
called as digital payment.
In today’s digital era the usage of internet has increased dramatically. Now days the customers are
adopting the digital devices in order to spend less time on banking. This digital payment is very
useful to transaction funds without taking any risk and also easy to handle and make use of it.
We all witnessed how technologies have been growing in modern world. On This case the online
payment apps also introduced and it has been successful among customers .Major people who live
in urban areas are adapted to this digital payment system. Unless very low number of people who
lives in rural areas still didn’t know the importance and services of this online payment apps .
OBJECTIVES OF STUDY
Primary objective:
 To analyze the customer satisfaction towards online payment apps.
Secondary objective:
 To analyze the trend of online payment apps.
 To examine the impact of online payment apps by analyzing the issues faced by
customers.
 To analyze the importance, functions, advantages and limitations of online payment apps.
 To analyze the utilization of online payment apps by customers.
Review of Literature:
Kaur, Puneet, et al (2020) examines that mobile wallet apps have been increased trend
dramatically. It is useful for customers and effectiveness towards transactions and safety payments
on behalf this still the mobile wallets not extended in markets.
Ghosh, Gourab (2021) describes that advancement of information and communication

technology opened the gate way for modern methods of payments. The growth in smart phone and
access to internet made life easier for the people and which gave advent to digitalization.
Digitalization not only improved trade and commerce but it also made transaction of payment
smooth and fast.
Vinitha,K.,and S.Vasantha.(2018) Digital revolution has altered the routine life style of
people. The power of world wide web and digital payments is having pivotal role in getting

connected and making any time anywhere payments at your attain user satisfaction and there by
leads to consumer loyalty.
Pillai,Sruthy S.,G. Sandhya, and G.Rejikumar.(2019) They describe the trend shows
that more people prefer using the non-cash modes when cash shortage was at its crest even for
small transaction matter. It shows that there is a significant positive influence of simplicity and
interoperability on the mobile payment adoption, timely contacts and security proved to have a
negative influence on the dependent variable. People are more concerned about the security
aspects as they believe that their people are more concerned about the security aspects as they
believe that their monetary details are not safe while doing online transactions.
Maindola, Pallavi, Neetu Singhal, and Akash D.Dubey.(2018) The digital payment
landscape is sprouting in the country at a dizzying step. After the demonetization, complete
turnaround in the payment landscape has been observed. The technology revolution and
government initiative of cashless economy, followed by demonetization saga has enabled the
evolution of multiple non-banking players in the payment space.
Research Methodology:
The research has conducted in Chennai and has considered the customers as samples and
collected. The objective of study is to analyze the customer perception towards the benefits and
issues of online payment apps. Descriptive research design is adopted by the researcher. The
sample size consider for the study is 120. Data is collected from the customers. Respondents have
been chosen for study from the study area according to the convenience of the researcher,
Convenience sampling have been adopted to take survey from 120 respondents. The researcher
has analyzed the data of percentage analysis and chi – square, Annova test for significance to
understand the customer perception towards online payment apps.
Data Analysis and Findings
Table 4.1:7 – Various banks of respondents:
Bank No of respondents Percentage

Government bank 44 36.7
Private bank 61 50.8
Both 15 12.5
Total 120 100

Fig4.7: Various banks of respondents
INTERPRETATION: From the above table it is interpreted that 50.8% of respondents are from
private bank and 36.7% of respondents are from government bank and remaining 12.5% of
respondents who have both government and private bank account.
INFERENCE: Majority (50.8%) are from private bank.
Table 4.1:16 Experience of respondents

Excellent 15 12.5
Good 93 77.5
Fair 11 9.2
Poor 1 0.8
Total 120 100

Fig 4.16: Experience of respondents
INTERPRETATION: From the above table it is interpreted that 77.5% of respondents rated good
and 12.5% of respondents rated excellent.
INFERENCE: Majority (77.5%) rated good using online payment apps.
CHI SQUARE TEST
TABLE 4.2.1: Table showing the association between Gender and often use online payment apps
Null hypothesis (H0): There is no significance difference between Gender and respondents often
using online payment apps.
Alternative hypothesis (H1): There is a significance difference between Gender of the respondents
and respondents often using payment apps.
Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
Pearson Chi-Square 127.147a 10 .000
Likelihood Ratio 20.703 10 .023
N of Valid Cases 121
a. 12 cells (66.7%) have expected count less than 5. The minimum
expected count is .01.

Interpretation:
Since p value is lesser than 0.05, we accept Alternate hypothesis and reject Null hypothesis.
Therefore, there is significance difference between Gender of the respondents and the
respondents often using online payment apps.
ANOVA:
Table 4.3.1: Table showing significance difference between age of the respondents
and time and money saved by respondents
Null Hypothesis (H0): There is significance difference between Age of the respondents and time
and money saved by respondents.
Alternative Hypothesis (H1): There is no significance difference between Age of the respondents
and time and money saved by respondents.
ANOVA
doonlinepaymentappsaveyourtimeandmoney
Sum of Squares df Mean Square F Sig.
Between Groups 17.762 4 4.440 1.616 .175
Within Groups 318.751 116 2.748
Total 336.512 120
INTERPRETATION:
Since p value is greater than 0.05, we accept null hypothesis and reject Alternative hypothesis.
Therefore, there is no significance difference between age of the respondents and time and
money saved by respondents

SUGGESTION:
 The online payment app is very handy and useful for the customers but it is also creates
some security problem while using the apps.
 The online payment app should maintain privacy for the customer’s in order to use safe
and secured.
 The payment app should develop their app and also make fix the problems of delay in
transactions issue faced by the customers in current scenario.
 online payment apps should be upgraded and create more innovative ideas with the
payment system.
Conclusion:
An evolutionary succession has been witnessed by payment methods from cash to online
payment apps like google pay, phone pe, paytm, and bhim app etc., and currently to electronic
commerce and mobile banking. In this paper, it has been studied that online payment methods are
increasingly being used for making daily online as well as onsite purchases. The issues associated
with online payment as well as the adoption of electronic commerce for making payments by
customers has been discussed in this paper. Furthermore, the advancements in technology
supporting mobile transactions and making them more convenient and transparent is developing
trust among customers who are becoming habitual of employing this mode of payment. This
change in the behaviour of customers showing a transition from the traditional to an advanced
online mode of payment is apparent in retailing and banking, and with nearly all available mobile
devices. The statistics shown in this study signify that the number of customers employing online
mode of payment and making online transactions are continuously growing, hinting at an
everlasting acceptance of online payment systems. However, the adoption and deployment of
several rising technologies carry new opportunities and challenges to the implementation and
design of secure online payment systems in the present day as well as in near future.

REFERENCE:
 Kaur, Puneet, et al (2020) why people use and recommend mobile
 Wallet Volume 56, September 2020
 Ghosh, Gourab (2021) Adoption of digital payment system by consumer Volume 9,
Issue 2 February 2021
 Vinitha,K.,and S.Vasantha “usage of E-payment and customer satisfaction “ Executive Editor
9.3 (2018):130
 Pillai, Sruthy S., G. Sandhya, and G. Rejikumar. "Acceptance of mobile payments and UPI
technology. Indian Context. “International journal of barriers forecasting and Marketing
Intelligence 5.3(2019) : 371-384
 Maindola,.Pallavi,Neetusinghal.,andAkash D. Dubey"Sentiment analysis of digital wallets
and UPI systems in India post demonetization using IBM Watson “2018 International
Conference on computer communication and Informatics’ (ICCCI).IEEE,2018

IJCRT2105774

Uploaded by

Copyright:

Available Formats

IJCRT2105774

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

IJCRT2105774

Uploaded by

Copyright:

Available Formats

www.ijcrt.

org © 2021 IJCRT | Volume 9, Issue 5 May 2021 | ISSN: 2320-2882

A STUDY ON USAGE OF ONLINE PAYMENT

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h312

1.2 INDUSTRY PROFILE

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h313

Mobile Wallet/Payment App Works:

In the case of First Payment using Online Payment Apps

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h314

1.3 SCOPE OF STUDY

1.5 OBJECTIVES OF STUDY

1.6- STATEMENT OF THE PROBLEM

1.7 FEATURES OF E-WALLETS:

Managing Virtual and Physical Card Operations

Easy and Fast Self – Registration

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h316

 Downloading the app and running it on the mobile phone

Payments To and From Respective Bank Accounts

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h317

Coupons, Rewards, Discounts

1.8 BENEFITS OF PAYMENT APPS & E-WALLETS

Improves Cash Flow

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h318

A faster way to make payments

Integrates Loyalty Programmes:

1.9- DRAWBACKS OF USING PAYMENT APPS

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h319

2.1 REVIEW OF LITERATURE

Ghosh, Gourab (2021) describes that advancement of information and communication

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h320

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h321

Djauhari, Medina Juniar,Chairul Furqon,and Mokh Adib Sultan.3.1: 29-36. They

Kavitha, M., and K. Sampath Kumar. (2018).The demonetization resulted in tremendous

Anshari, Muhammad, et al. (2021).Adoption of e-wallet can potentially enhance the

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h323

Sathish, M. Thangajesu, R. Sermakani, and G. Sudha. 12 may (2020)In the era of

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h324

Universtiy, K. L., et al. (2018).The demonetization resulted in tremendous growth in digital

3.1- RESEARCH METHODOLOGY

INTRODUCTION OF RESEARCH METHODOLOGY:

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h325

3.2 Research Design:

3.4 Sources of data

3.4.1 Descriptive research design:

Descriptive research aims to accurately and systematically describe a population, situation or

3.5 SAMPLE DESIGN:

3.5.1.1 Convenience sampling:

3.6.1 Primary data:

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h326

3.6.2 Secondary data:

3.6.3 Area of the study:

3.7 TOOLS USED:

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h327

DATA ANALYSIS AND INTERPRETATION:

Table 4.1: 1 – Gender of respondents

Gender No of respondents Percentage

Total 120 100

Fig 4.1: Gender of respondents

IJCRT2105774 International Journal of Creative Research Thoughts (IJCRT) www.ijcrt.org h328

INFERENCE: Majority (75%) are Male.