A PROJECT REPORT

ON

A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY

BY
M.SAI KUMAR
H.T.NO. 2146-18-672-010
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT
FOR THE AWARD OF DEGREE IN
MASTER OF BUSINESS ADMINISTRATION
UNDER THE GUIDANCE OF
Dr. PHANI SHEKAR SISTLA
Associate Professor

PADALA RAMA REDDI COLLEGE OF COMMERCE &

MANAGEMENT
(Affiliated to Osmania University)
Hyderabad -89.
(2018-2020)
 DECLARATION

I hereby declare that this Project Report titled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS GOOGLE PAY” submitted by M.SAI KUMAR
to the Department of Business Management, O.U, Hyderabad, is a bonafide work
undertaken by me and it is not submitted to any other University or Institution for
the award of any degree diploma / certificate or published any time before.

Name and Address of the Student Signature of the Student

 ACKNOWLEDGEMENT

Apart from my efforts, the success of this project depends largely on the
encouragement and guidelines of many others. I take this opportunity to express
my gratitude to the people who have been instrumental in the successful
completion of this project.

I express my sincere gratitude to our college principal Dr.Phani Shekhar Sistla, and
studies for their encouragement and providing necessary support and facilities.

I would like to express my thanks of gratitude to my internal guide

Dr. PHANI SHEKAR SISTLA for continuous encouragement and patient
corrections in completing my project. I also express my sincere thanks to our
M.B.A. faculty, for their timely help and assistance in preparing the project report.

Finally, I would like to thank my Parents and Friends for their continuous
encouragement and support during the entire course of project.

DATE: M.SAI KUMAR

PLACE: (2146-18-672-010)
 CONTENTS

List of figures i
List of tables ii
List of charts iii

CHAPTER NO. CHAPTER NAME PAGE NO.

1 Introduction 1

2 Review of literature 22

3 Company profile 47

4 Data analysis 63

5 Conclusion 78

Bibliography
 LIST OF FIGURES

FIGURE NO. FIGURE NAME PAGE NO.

1 Banks in which Google pay works 14

2 Banking app 14

3 Online purchases app. With Google pay. 15

4 Security with Google pay app 17

5 Store passes and rewards and purchases 50

6 Send money to friends 50

7 In-store purchases of google pay 50

i
 LIST OF TABLES

TABLE NO. TABLE NAME PAGE NO.

1 Age 63

2 Concepts of digital payment system 64

3 Information about Google pay 65

4 Do you use Google pay 66

5 Is Google pay time saving 67

6 What you keep in mind when you use 68

Google pay

7 Google pay safe and secured method of 69

payments

8 Google pay is a simple method of 70

transferring money app

9 Ever lose your money while using Google 71

pay

10 Satisfied with Google pay payment mode 72

11 Like to continue using Google pay 73

12 The advertisements popping up on the 74

Google app irritating you

13 Like to refer your friends to use Google pay 75

 14 Are you a user of either of the mentioned 76
digital payment applications

15 You prefer E-wallet over other modes of 77

payment

ii

LIST OF CHARTS

CHART NO. CHART NAME PAGE NO.

1 Count of age 63

2 Concepts of digital payment system 64

3 Information about Google pay 65

4 Do you use Google pay 66

5 Is Google pay time saving 67

6 What you keep in mind when you use Google pay 68

7 Google pay safe and secured method of payments 69

8 Google pay is a simple method of transferring 70

money app

9 Ever lose your money while using Google pay 71

10 Satisfied with Google pay payment mode 72

 11 Like to continue using Google pay 73

12 The advertisements popping up on the Google app 74

irritating you

13 Like to refer your friends to use Google pay 75

14 Are you a user of either of the mentioned digital 76

payment applications

15 You prefer E-wallet over other modes of payment 77

iii

ABSTRACT

In recent time technology plays a very vital role with this, the way we transact in
daily life has changed drastically with the advent of Smartphone the life has
become easier where all payments & transaction are taking place on online.

The present study focuses on measuring customer satisfaction towards Google pay
app in Hyderabad city. The primary data collected for the study. The primary data
was collected through questionnaire from 100 Google Pay users.

This paper makes a valuable contribution gives the fact that there are only a limited
number of comprehensive studies dealing with the Google pay services in
Hyderabad city.
 A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY

CHAPTER 1

INTRODUCTION

The digital payment changed the buying behavior of Indian society. It prevents black
money market. It helps the government to maintain a record of all transaction.
Digital Payment Habit has changed after demonetization. People have no other
option for transaction so Indian society move slowly from cash to digital transaction
system. On the earlier, when digital payment introduce people hesitate to change
their transaction habits but after demonetization, they force to do their transaction
with digital payment. This research is on customer satisfaction towards using E-
wallet or digital payment applications. The way consumer perceives digital
transaction after demonetization, it affects a lot in the society, of Indian culture
In recent time technology plays a very vital role with this, the way we transact in
daily life has changed drastically with the advent of Smartphone the life has become
easier where all payments & transaction are taking place on online. The present
study focuses on measuring customer satisfaction towards Google pay app.

Google pay (stylized as g pay; formerly pay with Google and android pay) is

a digital wallet  platform and online payment system developed by Google to power
in-app and tap-to-pay purchases on mobile devices, enabling users to make
payments with android phones, tablets or watches .As of January 8, 2018, the old
android pay and Google wallet have unified into a single pay system called Google
pay. Android pay was rebranded and renamed as Google pay. It also took over the
branding of Google chrome  auto fill feature Google pay adopt the features of both
android pay and Google wallet through its in-store, peer-to-peer, and online
payments services. The rebranded service provided a new API that allows merchants
to add the payment services, apps, stripe, Braintree, and Google assistant, the service
allows user to use the payment cards they have on file with Google pay.

It looks like the day will soon arrive when your smartphone or smart watch will
replace your wallet. Instead of scrambling to locate your credit or debit card to pay
for items as you go about your day, you need only your device and a retail terminal
to pay for any product you need. If you shop online or in stores using an Android
phone, Google Pay is there for you.

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 A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY

Like Apple Pay on the iPhone, the Android-centric Google Pay lets you purchase
products and services by linking your credit card or various other payment sources
to your Google account. The Google Pay app comes preinstalled on new NFC-
enabled Android phones, providing a secure system for sending money to friends or
family, purchasing items in stores, buying and storing events, airline, or transit
tickets, and tracking rewards and loyalty cards. Plus, you can send or receive
personal funds via Google Pay completely free from your desktop, tablet, or mobile
phone running Android 4.4 (Kit Kat) and later, or iOS 7 or later.

Google Pay, which evolved from a series of previous merchant platform incarnations
like Android Pay and Google Wallet into a unified online digital payment service,
now lets you pay for merchandise on websites or within various merchant apps, and
is accepted by millions of retail outlets in the U.S. and worldwide. To use Google
Pay on your computer, you must sign in to pay.google.com. Google Pay is also
available as a downloadable app for both iOS and Android, though for iOS, Google
restricts its use in the U.S. only. Many banks, as well as PayPal, also integrate with
Google Pay.

Most of Google Pay’s features are fully operational on NFC-capable Android mobile
devices, and in late-model Android phones, Google Pay is included with the
smartphone’s default apps. Google Pay for iPhone is used primarily to send and
receive funds between individuals or friends and family and within apps or websites.

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

facilitating funds transfer to the retailer. It replaces the credit or debit card chip and
PIN or magnetic stripe transaction at point-of-sale terminals by allowing the user to
upload these in the Google Pay wallet. It is similar to contactless payments already
used in many countries, with the addition of two-factor authentication. The service
lets Android devices wirelessly communicate with point of sale systems using a near
field communication (NFC) antenna, host-based card emulation (HCE), and
Android's security.

Google Pay takes advantage of physical authentications such as fingerprint ID where

available. On devices without fingerprint ID, Google Pay is activated with a
passcode. When the user makes a payment to a merchant, Google Pay does not send
the credit or debit card number with the payment. Instead it generates a virtual
account number representing the user's account information. This service keeps

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 A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY

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

the card or user details .Google Pay requires that a screen lock be set on the phone. It
has no card limit.

Users can add payment cards to the service by taking a photo of the card, or by
entering the card information manually. To pay at points of sale, users hold their
authenticated device to the point of sale system. The service has smart-
authentication, allowing the system to detect when the device is considered secure
(for instance if unlocked in the last five minutes) and challenge if necessary for
unlock information. Spring CEO Alan Tisch said Google Pay improves mobile
shopping business by supporting a "buy button" powered by Google Pay integrated
within vendor's creative design.

If you only plan to use Google Pay online to pay for, say, Google Play movies or
apps, then you can set up your account from your Google Play app. Just tap on the
menu icon (the three parallel lines) in the upper left corner, and select “Payment
methods.” This is where you can add a PayPal account, a credit card, or debit
account, which Google Pay will use whenever you buy something like an app
directly through Google. You can add several accounts if you want.

If you want to change or remove a payment method — for example, a credit card
that you’re no longer using — it’s not difficult. Just go to the same “Payment
methods” page, and tap on “More payment settings” at the bottom of the page.
You’ll see a list of your current payment methods, with buttons to “Remove” or
“Edit” at the bottom of each .On the other hand, if you plan to use Google Pay on
your phone to make payments at a store, you’ll need to use the Google Pay app.
(Chances are, it’s already on your phone.)Download the Google Pay app from the
Play Store. If you have more than one Google account, you’ll be asked which
account you want to use with it .Agree to the Google Pay terms of service and the
Google privacy policy. (You can click on the links to find out more.) Otherwise,
click on “Get started.” Add a payment method by tapping on “Set it up.” This will
take you to the “Choose a card” screen; if you’ve already registered a card or PayPal
account with Google (via the above method), it will be listed. Otherwise, you can
add a payment method at this point.

 The customer registers one or more credit and/or debit cards with their Google
account.

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 To allow Google Pay transactions, the customer must configure their Google
account on their mobile device.
 Once the customer's Google account is configured on the device, Google Pay can
access the list of cards registered with it – including cards registered with Android
Pay – and return them to Pay safe in an encrypted payload.
 Once the user taps the Google Pay button in the merchant's mobile app, the list of
cards is populated.
 The customer must select one of the cards to proceed with the transaction.
 Once the card is selected, the encrypted payload for that card is sent to the Paysafe
Customer Vault API.
 The Customer Vault API validates the payload, decrypts it, and returns a single-use
payment token.

 With over 2.2 billion active users and 2 billion monthly active devices, Google has
arguably one of the biggest user bases worldwide, with seven of its services
surpassing 1 billion users each. The cards used for users' purchases such as games
and apps on Google Play, content on YouTube, Google Photos/Drive, etc. now
become available to the users regardless of where they are shopping. Integrate with
Google Pay now and access the incredibly vast number of stored payment
credentials.

 Of course, Android Pay is accepted at millions of stores, online shopping sites, and
apps around the world, and the cards in Android Pay are also available for users of
Google Pay.

INITIATING A PAYMENT FOR GOOGLE PAY:

Sign Up for a Test Account

Click sign up and create a Pay safe Test account .Get Enabled for Google Pay
Google Pay transactions support cards registered with Android Pay and cards on file
at Google, i.e., credit and debit cards registered with your consumer's Google
Account. Even if your consumer doesn't have the Android Pay application on their
device, or their region does not support it, you can use the Pay safe Android SDK to
process card-on-file transactions. If your consumer has both the Android Pay
application on their mobile device and a Google Account registered with one or
more cards, the consumer is presented with both card types at checkout.

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GOOGLE PAY TERMS:

"Applicable Law" means all applicable laws, rules, regulations, guidelines, statutory
or government notifications including Reserve Bank of India regulations and
Payment Participant Rules.

"BBPOU" means Bharat Bill Payment Operating Unit operating under the
applicable Bharat Bill Payment System regulatory framework.

"Biller" means a biller, including Prepaid Service Providers supported by Google

Pay for Bill Payment Services either through a biller aggregator or a BBPOU, to
whom a User can initiate bill payment on Google Pay.

"Bill Payment Services" means the facility provided to Users on Google Pay to
view bills or pre-paid plans and make payments to Billers and receive other ancillary
services.

"Credit Institutions" means banks, non-banking financial institutions and other

credit providers that have the requisite permissions from the applicable regulatory
authorities to provide advances and loans to users.

"Funding Account" means a credit card, bank account (through debit card or net
banking), BHIM UPI account or pre-paid payment instrument (such as cash card or
e-wallet) that is registered or used by the User to fund Payment Transactions.

"GAP" shall mean the Gold Accumulation Plan provided by MMTC.

"Gold Account" means an account on Google Pay which has been linked to the
GAP.

"Gold" means the gold in your GAP account.

"Google Account" means the account you create with Google or Group Companies
for the use of Google Pay Services and other Google services, as defined in the
Universal Terms.

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"Google Group Companies" or "Group Companies" means Google’s parent, its

subsidiaries and associate companies, and the parent’s ultimate holding company
and its direct or indirect subsidiaries, including their associate companies.

"Google Pay Service(s)" or "Service(s)" means the Payment Transaction facilitation

services, Bill Payment Services and other services provided by Google through
Google Pay App or other platforms.

"Loan Facility" means the loans and advances offered by a Credit Institution to You
as per Your agreement with the Credit Institution.

"Loan Facility Services" means the Google Pay Services for facilitation of Loan
Facility from Credit Institutions to You.

"Merchant" means a person or entity who/which (i) avails the Google Pay for
Business Program; or (ii) provides Google Pay as a payment option to its customers
through a Payment Participant; or (iii) uses Google Pay to collect payments from its
customers for goods and services purchased from a merchant either offline or
through any online platforms.

"MMTC" shall mean MMTC-PAMP, a company providing GAP through Google

Pay.

"NPCI" means the National Payments Corporation of India.

"P2P Service" means the Google Pay Services for facilitating P2P payment
transactions.

"P2P Payment" or "Peer to Peer Payment" means a payment initiated by a User

using the P2P Service that debits (or charges) a Funding Account of the User (i.e.
Sender) and makes the funds available in the Payment Instrument designated by the
Recipient.

"Payment Instrument" means, including but not limited to, a credit card, debit
card, bank account, or prepaid payment instrument, including e-wallets and gift
cards issued under Applicable Law, that is eligible for use by a User to fund
Payment Transactions or a Recipient to receive payments.

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"Payments System" shall have the meaning ascribed to it under the provisions of
Applicable Law.

"Payment Participants" shall mean all the parties involved in the payment system
including but not limited to payment/bill aggregators, Payments System Providers,
acquiring banks, partner banks, the issuer of the Sender’s Funding Account, the
issuer bank of the Recipient bank account, the issuer of the Payment Instruments,
card associations, NPCI, Reserve Bank of India, etc.

"Payments System Providers" means banks, financial institutions, card

associations, and other payment system providers (as defined under the Payment and
Settlement Systems Act, 2007), with whom Google has entered into an arrangement
to facilitate Payment Transactions (as defined below) using Payments System
Provider Services.

"Payments System Provider Services" means payment gateway

system/interface/services provided to route payment instructions to Payments
Participants for (i) Card Transactions, (ii) BHIM UPI based Transactions; (iii) net
banking, (iv) prepaid payment instrument; and provide authentication and
authorization from issuers, card associations, NPCI and/or other third party
clearinghouses; and/or (v) provide settlement facilities in respect of payment
instructions initiated by the User.

"Recipient" means a User, Merchant, Biller or third party who receives a payment
from the Sender.

"Sender" means a User who uses the Google Pay Services to send a payment to a
Recipient.

"Transaction" or "Payment Transaction" means (i) the payment request made by

the User for sending or receiving payments; and (ii) the payment instructions
provided by the Sender for debit of his/her Funding Account.

"UPI" means the Unified Payment Interface.

"UPI Transaction Data" means the individual UPI transaction data i.e. data in clear
text format.

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"User" means a person who registers for Google Pay Service(s) to send or receive
payments.

"We", "we" or "us" means Google.

"You", "you", or "your" means a User.

THE DEMONETISATION IN INDIA AND HOW IT HAS

AFFECTED MOBILE WALLET:

Mobile wallets have turned out to be the biggest and perhaps the only gainers of the
demonetization move that removed 86% of India's cash overnight after Prime
Minister NarendraModi's announcement on 8th November 2016.

In November 2016, the government of India made a high-risk, high-stakes move that
would not create a huge impact on the world's largest democracy. With the objective
of removing corruption, 86% of cash in circulation was voided overnight.
Obviously, in a country whose economy is 90% cash dependent, this move had to
lead to chaos.

Even though the chaos had just kicked in, people already started finding alternate
ways and soon "Paytm Karo" became the new buzz word in town. One97
Communications, the company that owns the Paytm app became the country's best
alternative for cash for many people. Shopkeepers, vegetable sellers, petrol pumps
and even sex workers started accepting Paytm payments. Paytm’s traffic increased
by 435%, app downloads grew 200%, and there was 250% rise in overall
transactions and transaction value.

A report by Hindustan Times said that India had been adding about a million wallet
users every single day! While demonetisation kicked in, the biggest reason for
success for many mobile wallets was the fact that India has a poor infrastructure and
network when it comes to point-of-sale machines. As per the records, there are only
1.5 million POS devices mostly with large retailers and shop owners, again mostly
in Tier 1 and 2 cities.

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“There might be few POS machines, but most of them have smartphones, which
have become the new medium of payment,” said BipinPreet Singh, Founder, and
CEO of MobiKwik. Mobikwik launched a feature, where even feature phone users
could make transactions. So suddenly, you did not even need a smartphone for
digital transactions.

Although all mobile wallets have been helped greatly by demonetisation, Paytm has
benefited somewhat disproportionately in terms of volumes. In just three days after
the PM Modi's announcement, even my mom and dad were asking me about how to
set up an account on Paytm. Of course, considering I run Appknox, they went a step
ahead and also asked me how secure were these mobile wallets.

While the private players were having a blast, the government was not far
behind. The government launched a payment app called BHIM that facilitates
electronic transfers between bank accounts. Users could enter their unique, 12-
digit Aadhaar ID number to make payments. The best part is that this app is
inclusive when it comes to phones - it works on an ordinary feature phone meaning
no internet-enabled smartphone required. If the service continues to improve and
grow, it could be something that a large population in India might find very useful.

The Reserve Bank of India and the National Payments Corporation of India have
also been instrumental in launching channels such as the Unified Payment Interface
(UPI) that saw a tremendous increase in usage owing to the low availability of cash.
The RBI, however, acknowledged that ensuring the surge in digital payment sticks
may not be easy.

Although mobile wallets had the upper hand in the early days of demonetisation,
banks have started to close in on the game thanks to the UPI apps that they have
launched. Almost every nationalised bank in India has launched a UPI app helping
them up their game in Digital India. As of February, the number of transactions put
across through e-wallets have dropped 10% month-on-month in February, while
banks have gained 20% in the same period, over a larger base.

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The RBI data shows that eight e-wallets, including Paytm, Mobikwik, Freecharge,
saw a loss in their market share after November 8, 2016, when demonetisation was
announced. Mobile wallets, which had a market share of 34% of total PPI
transactions (169.3 million) in December, saw a dip to 33% in January and then a
sharp fall to 29% in February. The RBI data also showed that e-wallets saw
maximum growth of 50% to 88 million transactions in December, and then fell 1%
in January, before falling another 10% in February to 78 million.
This is just the beginning of the growth of digital transactions in India. Many more
applications will be launched facilitating digital payments for sellers and buyers. As
this grows, it is important to keep our eyes open to all the security threats as well.
Many hackers have already abused the system and taken advantage of newly
launched apps. We are proud to be working closely with the government in securing
most of the UPI-based apps in the market today. It is exciting to see the government
being proactive about security and it will be great to see more players support them
in this new phase.

SETTING UP BILL PAYMENT SERVICES

To use the Bill Payment Services, You may be required to provide us with your bill
account information for Billers with whom You would like to make payments (such
as your customer account number, registered phone number or customer ID) and any
other information necessary for us to access Your account and bill/plan details with
such Billers ("Bill Payment Account Information"). By using the Bill Payment
Services, You expressly authorize Google Pay to access, use and store Your Bill
Payment Account Information and bill details on an ongoing basis, on Your behalf
for the purpose of providing Bill Payment Services to You.

If you use the Bill Payment Services to provide Bill Payment Account Information,
to fetch bill details, or make payments on behalf of a third party, including for
mobile recharges/top ups, it is your responsibility to ensure that you have the
consent of such third party. You agree that you have all necessary rights and
permissions to allow Google Pay to use third party Bill Payment Account
Information on an ongoing basis and access the bill details from the respective
Biller, on behalf of the third party for the purpose of Google Pay providing Bill

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Payment Services. You agree that as between Google Pay and you, any claim raised
by the third party will solely lie against you.

PRIVACY AND COMMUNICATIONS:

Privacy. In addition to other clauses in the Combined Google Pay Terms, you agree
and specifically consent that we may collect, store, and use your personal data and
any communications made through Google Pay, in accordance with Applicable
Laws and our Privacy Policy.

Google may share your payments related information, including UPI Transaction
Data, with Merchants, Banks, Third Party Providers and service providers as
required for the purpose of operations, settlement payment processing, and
promoting Google Pay Services.

Your UPI Transaction Data will not be used for any monetisation purpose (eg. for
advertisements) by any entity other than Google (in other words, Google India
Digital Services Private Limited).

If you are a Recipient, you agree and specifically consent that Google may store
your information including bank account number on Google Pay for the purpose of
sending you payments.

You agree and specifically consent that Google may, through automated means,
access your Google Pay navigational, log, and correspondence information/data.
This information/data will help us analyze the merchants, markets, technology,
operating systems, browsers, devices, locations from/for which our Google Pay
Services are used. For example, such information and its analysis will help us to
better understand your needs and provide you with a wider range of services, or
developing updates for particular operating systems and mobile application versions,
etc. The information collected also helps us offer you other products, programs, or
services including Offers as provided by Merchants or Billers that we believe may
be of interest to you or alert you in case of software compatibility issues.

You agree and specifically consent that Google may, through automated means,
access your messages on your mobile device/mobile number and retrieve/use

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information from your messages to provide you with enhanced services by Google
or Group Companies. For example: OTP is a one-time password which is provided
by your issuing bank in order to carry out the second factor authentication. If you
allow us to access your messages, you understand that we may retrieve your OTP
from the message received on your mobile device/number and populate and submit
the OTP for second factor authentication.

You represent that you have obtained all requisite prior consents and waivers
necessary from any third party or Recipients and have provided such third party or
Recipient with notice to permit Google, Group Companies and Payment Participants
to carry out actions described in this paragraph. You further warrant that you will
provide such notices and secure such necessary consents and waivers in advance of
providing similar information to Google in the future.

If you choose to delete or wipe-out any information or data from Google Pay or your
Google Account or you or Google choose to terminate the use of your Google
Account or Google Pay Services, you understand that we may still retain, use and/or
disclose such information/data for legal reasons detailed in the Google Privacy
Policy.

The Google Privacy Policy explains how we treat your personal data and protect
your privacy when using Google Pay.

Communications from or with Google. You agree and specifically consent to the
collection, storage and use of your information for communications from or with
Google. You agree and specifically consent that we may, on our own or through
third parties, send you emails, SMS, or communicate with you through other means,
for:

 providing you with Google Pay Services and transactional or account related
information
 sending you payment related reminders/updates;
 promoting Google Pay Services or other Google services;
 promoting Group Companies’ services or our Third Party Providers’ services,
including any offers or schemes or prizes that may be provided by these entities.
These promotions will not use your UPI Transactions Data;

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 promoting new products and activities;

 investigating or resolving any product or Google Pay Service related concerns
including complaints; or
 obtaining your invaluable feedback.

In order to serve you better, we may also send you surveys to understand: (i) your
experience with our Services, and/or (i) your needs and requirements.

You may choose to, or we may invite you to, submit comments or ideas about
Google Pay Services, including without limitation about how to improve the Service
or our products. By submitting any idea, you agree that your disclosure is gratuitous,
unsolicited and without restriction and will not place us under any fiduciary or other
obligation, and that we are free to use the idea without any additional compensation
to you, and/or to disclose the idea on a non- confidential basis.

ADVANTAGES OF GOOGLE PAY:

There are lots of reasons why you should use Google Pay, especially if you’re
looking for an alternative way to pay. With Google Pay, you don’t have to pull out
your cards or money from your wallet. No need for any of that. Pay directly through
your phone. It’s as convenient as that. Now here are some of the main benefits and
advantages of using Google Pay:

 Major Bank Support:

Google Pay is supported by all the 4 major banks in the US; namely, Citibank,
Chase, Bank of America, and Wells Fargo.

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Mastercard, American Express, Discover and Visa also support Google Pay.
Moreover, through strategic partnerships, sites that support Masterpass and Visa
Checkout now also work with Google Pay.

Fig: Banks in which google pay works

Other banks and credit unions that support this app include the following: American
Express, Barclays, Capital One, Discover, PNC, D Bank, US Bank, and USAA. You
can check out all the participating banks here. There are hundreds of them.

 Mobile Banking App Integration:

Fig: Banking app.

Google Pay makes it easier for users to add cards to the app. Thanks to their
integration system. They have partnered with several banking apps so that users will
be able to add their cards to the app by simply tapping a button. Fast and easy.

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However, this banking app integration feature is only limited to a few participating
banks such as mBank, Bank of New Zealand, USAA, Bank of America, and
Discover.

In-App and Online Purchases:

Fig: Online purchases app. With google pay.

Google Pay is used primarily in stores. But you can also use it for making in-app
purchases. Some of the apps that support in-app and online purchases, at the
moment, include the following:

Airbnb

Caviar

Doordash

Fandango

Houzz

Instacart

Kayak

Starbucks

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 A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY

Wish

Thrive Market

1-800 Flowers

BeyondMenu

Blue Apron

Boxed

Groupon

Hotel Tonight

Postmates

Jimmy John’s

Rue La La

RITUAL

Via.com

If you’re not sure if the app you’re using support in-app purchases via Google Pay,
don’t worry. A prompt for Google Pay will automatically appear if the app supports
the service.

 BOARDING PASSES AND TICKETS:

Avoid the hassle of fumbling through your bag or purse to search for your plane or
train tickets. Google Pay lets you store a digital ticket or boarding pass on your
phone.

There are 2 ways to store tickets or passes in Google Pay. First, select the “send
ticket to my phone option.” Second, select the same option through email. Once you
have stored your digital tickets or passes, you can easily access them by simply
tapping the Passes tab.

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 A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY

There are not that many companies that support this feature though. Some of
participating companies include Singapore Airlines, FortessGB, Eventbrite,
Southwest, and Ticketmaster.

 ENHANCED SECURITY:

Fig: security with google pay app.

Google Pay provides layers upon layers of security to protect users from theft and
fraudulent transactions.

The app does not store your card’s number. It won’t appear on your device or in any
of the apps, websites or terminals you’ve transacted with. The cards also come with
a secure encryption technology designed to protect your confidential data from being
compromised.

If you’re worried that your account will be compromised when your phone gets lost,
you can always instantly lock access to your device or wipe clean any confidential
information by using the Android Device Manager. In case there’s a proven
unauthorized transaction, you’ll have zero liability.

Another concern is the accidental payment. Since you’ll be paying through a

contactless terminal, you’re worried that you might accidentally pay for another
customer’s purchases. This won’t likely happen because your device needs to be
within 4cm from the card reader in order for you to successfully purchase an item.

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Moreover, you are required to enter your PIN at the POS terminal when the item you
purchase exceeds $100. Also, if you are worried that you will accidentally tap your
device twice, you will only be billed once. This is because each transaction has a
unique code.

OBJECTIVES OF THE STUDY:

 To study the opinion of people in adopting Google pay app.

 To study why people are referring Google pay app.

 To examine the problems faced by customers.

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 A STUDY ON CUSTOMER SATISFACTION TOWARDS GOOGLE PAY

SCOPE OF THE STUDY:

This study is discussing the problem to study the variousfactors which effects the
satisfying level of Google payservices. It gives an idea about various steps adopted
by the customersin a systematic manner with an objective to determine
variousaspects.

RESEARCH METHODOLOGY:
Research refers to a search for knowledge. It is a systematic method of collecting
and Recording the facts in the form of numerical data relevant to the formulated
problem and arriving at certain conclusions over the problem based on collected
data.

Research methodology is the systematic way to solve the research problem. It gives
an idea about various steps adopted by the researcher in a systematic manner with an
objective to determine various manners.

Thus, formulation of the problem is the first and foremost step in the research
process followed by the collection, recording, tabulation and analysis and drawing
the conclusions. The problem formulation starts with defining the problem or
number of problems in the functional area. To detect the functional area and locate
the exact problem is most important part of any research as the whole research is
based on the problem.

According to Clifford Woody research comprises defining and redefining problems,

formulating hypothesis or suggested solutions: collecting, organizing and evaluating
data: making deductions and reaching conclusions: and at last carefully testing the
conclusions to determine whether they fit the formulating hypothesis.

Research can be defined as “the manipulation of things, concepts or symbols for the
purpose of generalizing to extend, correct or verify knowledge, whether that
knowledge aids in construction of theory or in the practice of an art”

 In short, the search for knowledge through objective and systematic method of
finding solution to a problem is research.

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 The aim of research is to study the usage of google pay by students.

 In order to reach the aim a structured questionnaire was given to the students who
are using smart phones.

 The research used descriptive method in order to get the statistical result from
student’s respondent.

RESEARCH DESIGN
A research design is considered as the framework or plan for a study that guides as
well as helps the data collection and analysis of data. The research design may be
exploratory, descriptive and experimental for the present study. The descriptive
research design is adopted for this project.

DRAFTING QUESTIONNAIRE

The questionnaire is considered as the most important thing in a survey operation.

Hence it should be carefully constructed. Structured questionnaire consists of only
fixed alternative questions. Such type of questionnaire is inexpensive to analysis and
easy to administer. All questions are closed ended.

SAMPLING
Sampling Technique
Sample was taken on Simple random sampling method.
Sample size is 100.

DATA COLLECTION:
The task of data collection begins after the research problem has been defined and
research design chalked out. While deciding the method of data collection to be used
for the study, the researcher should keep in mind two types of data viz. Primary and
secondary data

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LIMITATIONS OF THE STUDY:

The study is confined to one Payment Bank i.e. GOOGLE PAY

The study is limited to a sample of 100 students.

The data will be on attitude of the respondents. Influence of other factor like
perception learning etc. will not be studied.

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CHAPTER 2

REVIEW OF LITERATURE

CONCEPTUAL FRAMEWORK:

With newer transaction methods appearing on the horizon, the need to carry cash
may become redundant for people. It is no longer necessary to carry credit and debit
cards either for main transactions- you can make use of the various Payment
Methods. More companies in telecommunication and e-commerce services are
coming up with digital Payments. The recent RBI directive indicates these digital
wallets can be turned into payment banks. The directive enables supermarket chains,
telecom operators and electronic wallets to start these payment banks to offer basic
saving facilities and accept deposits.

Singh Rin his paper Profitability management in banks under

deregulateenvironment, IBA bulletin. N025. has analyzed profitability management
of banks under the deregulated environment with some financial parameters of the
major four bank groups i.e. public sector banks. old private sector banks. new
private sector banks and foreign banks. profitability has declined in the deregulated
environment. He emphasized to make the banking sector competitive in the
deregulated environment. They should prefer noninterest income sources.

SinglaHkin his paper." financial performance of banks in India." in ICFAI Journalof

Bank Management No 7. has examined that how financial management plays a
crucial role in the growth of banking. It is concerned with examining the
profitability position of the selected sixteen banks of banker index for a period of six
years (2001- 06). The study reveals that the profitability position was reasonable
during the period of study when compared with the previous years. Strong capital
position and balance sheet place. Banks in better position to deal with and absorb the
economic constant over a period of time.

Dr. PoonamPainuly, ShaluRathiin their paper “Mobile Wallet: An upcoming

mode ofbusiness transactions” (May 2016) has explained about mobile wallet, types
and trends. Then discussed about Role of mobile wallet in various sectors like
Banks, Retail and Hospitality. The paper explains the importance of mobile wallet

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for Banks, Customers and Companies. In future scope it talks of mobile wallets
becoming a latest marketing channel in near future. And contribute highly in a
seamless shopping experience for the customers that increase their tendency for
frequent and more repurchases with delightful experiences. To conclude they speak
the importance and growth of mobile money in business, social and economic
prospective. The presence of mobile wallet spreading from urban to rural areas on a
large scale. Hence, wallet money sees a high bright future in near time.

Dr. KarminderGhumanand CS ShrutiSrivastavain their paper ““Recharging: the

Right

Way?? A case study on e-payment giants: Free Charge & Paytm” has asked readers
a strategic question that in the emerging internet-based service provision industry,
whether it is a better strategy to develop a unique positioning on the basis of single
key service or it’s better for an organization to offer multiple services, thereby
reducing risk, increasing traction and thus increasing its valuation? And thus, they
have compared Paytm and Free Charge who are employing opposite strategies to
find out which one is better.

Prof TrilokNathShuklain his paper “Mobile Wallet: Present and the

Future”(June)has discussed about mobile wallet, working, types and its advantages
and disadvantages. His analysis included perception of consumers and retailers
about mobile wallets. He concluded that mobile wallets will be used to engage with
the customer by the marketers and digital businesses. Irrespective of the market
status of these mobile wallets, marketers should take advantage of the emerging
opportunities.

ThaeMin Lee in his paper “The impact of perceptions of interactivity on

customertrust andtransaction intentions in mobile commerce” investigated the
impact of perceptions of interactivity on consumer trust and transactions in mobile
commerce and concluded that does in fact play a significant role in determining
consumer transaction intentions. Hsin-HuiLin and Yi-Shun Wang in their paper
“An examination of the determinants of customerloyalty in mobile commerce
contexts” examined the factors that contributed to customer loyalty in mobile
commerce; perceived value and trust were found to be directly related to customer
satisfaction and customer loyalty; customer satisfaction was also suggested to

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positively affect customer loyalty; and habit was proposed to determine customer
loyalty. They also found that customer loyalty was directly affected by perceived
value, trust, habit, and customer satisfaction. Customer loyalty was evaluated to be a
strong determining factor in acceptance of mobile commerce

Merchant observed that Payments Bank will pave the way for financial
inclusionthrough a combination of physical branches and digital platforms.
Payments Bank with low cost innovative and convenient service, adequate capital
would immensely benefit the consumer. However, it would have a negative impact
on small and medium sector banks in terms of their market share and incremental
deposit growth. Large public sector banks would also suffer loss of market share in
payments transactions and Government transfers.

Mehra observed that establishment of Payments Bank represents an effort to

redefinebanking in India. It would enable poorer citizens who primarily transact in
cash to take their first step into formal banking and accelerate India’s journey to cash
less economy.

Kesavanattempted to understand changes in the banking sector over a period of

timeand observed that innovative and new services are being provided through the
establishment of Payments Bank. It would be beneficial to the customers as well as
to the banking system as a whole.

G. Sivakrishna and S. Venugopal has made an empirical study on how E-

bankinghelps to improve customer base. The study was also an attempt to analyse
the customer perception, customer preferences and customer satisfaction levels
towards E-banking services. Based on the study, the researchers concluded that with
better understanding of customer perceptions, the banks will be able to determine
required actions to satisfy the customers.

Dr. J.C PandeyElaborated the services rendered by Payment Banks. The

researcheralso explained the process of setting up a Payment Bank under the
guidelines of RBI

Kohil and Patel were of the view that though credit is important, payments and
savingsare also central to efficient financial system. Payments Bank would help in
channelizing savings of unbanked population by providing last mile connectivity in
rural areas where physical access is difficult. Such savings could be used for

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productive purposes which would contribute to the growth of the economy. Its
profitability is directly linked to economies of scale and identified the following
factors as essential for it to succeed: designing right products, patient capital with
adequate levels of investment, strong marketing and well managed distribution
networks.

Dr. Malhotradiscusses in her paper that the results show whether the private
andforeign Internet banks have performed well in offering a wider range and more
advanced services of Internet banking in comparison with public sector banks. She
also identifies that the size of the bank, experience of the bank in offering Internet
banking, financing pattern and ownership of the bank are found to be the most
significant determinants of the successful payment banks.

NidhiChandaran also made a conceptual study on need of Payment Banks in

India.The study was based on secondary data. The researcher also focused on PPI
(Pre-payment Instruments), a conceptual study.

Tavishi and Santosh Kumar in their study “An Empirical Study on

TechnologyAdoption by Indian Banks” illustrated the factors influencing the
customers to avail internet banking and mobile banking services in India and hence
examined the impact of perceived usefulness and perceived risk on the use of
internet banking and mobile banking.

PremaCin her research article “Factors Influencing Consumer Adoption of

InternetBanking in India”, examined the process of internet banking services and
made a detailed study on the benefits of internet banking to the common public. The
researcher concluded that it is essential for the banks to create awareness to attract
consumers’ attention to internet banking services.

Rahmath Safeenaet.al, in his study “Technology Adoption and Indian

Consumers:Study on Mobile Banking” identified that the evolution of e-banking
started from the use of Automatic Teller Machines (ATMs) and telephone banking
(Tele-banking), direct bill payment, electronic fund transfer and a wide variety of
allied services offered by the modern banking system.

Dr. Uday Singh Rajput in his research paper made a conceptual study on the
customerperception towards e-banking services. The paper examined whether the
customer’s choice of banks is influenced by the quality of e-banking services

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provided by the banks. The study revealed that education, gender and income play a
vital role in the internet banking services by the customers

The researcher concluded that the timely upgradation of skills will create greater
demand for he online banking by customers.

VarunKesavan has made an attempt to analyse what and how are the
innovativeservices provided by banks to the society. The author also tried to
evaluate the benefits of these facilities to the customers and to the banks at large.
The researcher concluded by stating that ICT enabled introduction of payment banks
have made tremendous impact on the banking sector. He reiterates that priority
banking is a symphony of banking benefits and more significantly, the personalized
services which brings complete harmony to all the financial needs of a common
man.

Goal in her paper “Payment Bank: A New Landscape for Indian Banking
Sector”suggested that payment banks present an exciting opportunity for digital
financial inclusion in India.

Raosaid in his paper that there is a need of constant innovation in retail

banking.However, the kind of technology used and the efficiency of operations
would provide the much-needed competitive edge for success in retail banking
business. He further emphasized that, it is vital for banks to improve their customer
services and cut off predatory lending strategies, particularly in the area of interest
on credit cards.

RaghuramRajan, the former Governor of RBI stated that these payment banks will
act as acomplementary role to the existing commercial banks. Though payment
banks can accept a deposit of Rs.1, 00,000, they cannot offer credit to its customers.
There is a wide array of services which commercial banks can provide, however, the
role of payment banks is yet, restricted. “After a long discussion, the board (the RBI
board) concluded these new banks will be additional, they will complement the
existing system by traversing the last mile. The reason for that is there is nothing
universal banks cannot do that payment banks can. But there are some things
payment banks can’t do that universal banks can.” Rajan said. “Payment banks will
be useful as they could bring new players into the system. Those with existing

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businesses can reduce the cost of access and, therefore, payment banks will serve as
feeder to universal banks.” he added

Sanghita Roy, Dr. IndrajitSinhastated that E- payment system in India, has

showntremendous growth, but still there has lot to be done to increase its usage. Still
90% of the transactions are cash based. Technology Acceptance Model used for the
purpose of study. They found Innovation, incentive, customer convenience and legal
framework are the four factors which contribute to strengthen the E- payment
system.

Slozko&Pello, E-payment systems are important mechanisms used by individual

andorganizations as a secured and convenient way of making payments over the
internet and at the same time a gateway to technological advancement in the field of
world economy.

Rakesh H M &Ramya T Jin their research paper titled “A Study on

FactorsInfluencing Consumer Adoption of Internet Banking in India” tried to
examine the factors that influence internet banking adoption. It is found that internet
banking is influenced by its perceived reliability, Perceived ease of use and
Perceived usefulness. In the process of internet banking services expert should
emphasize the benefits its adoption provides and awareness can also be improved to
attract consumers‟ attention to internet banking services.

KartikeyaBolarIn his research paper “End-user Acceptance of Technology

Interfacein Transaction Based Environment “stated that Creators and investors of
technology need information about the customers‟ evaluation of their technology
interface based on the features and various quality dimensions to make strategic
decisions in improving technology interfaces and compete on various quality
dimensions.

Nitsure in his paper observed that the problem being faced by developing countries
likeIndia in the adoption of E-banking initiatives due to low dissemination of
Information Technology. The paper highlighted the problems such as security
concerns, rules, regulation and management. In India there is a major risk of the
emergence of a digital split as the poor are excluded from the internet and so from
the financial system.

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BalazsVinnai, general manager, Digital Channels, Misys (April 25, 2016), says
that“It is18

critical for banks to consider new digital channels as part of an integrated strategy
and evolve from first to second generation digital banking: switching digital from a
supporting role, to the primary sales and communication channel for banks,” says
Vinnai. “Reengineering processes around the customer is not easy, but banks must
embrace digital banking to remain competitive and relevant.”

INTRODUCTION TO E- BANKING:

E-banking in today’s scenario is a very dynamic concept. It is a kind of self service

technology (Dixit & Datta,2010). Competition is the pushing force for the
introduction of e-banking. (Ziqi Liao and Michael Tow Cheung, 2003) .E-banking is
delivery of new and traditional banking products and services straight to customers
using electronic, interactive communication channels using computers. At a
fundamental point, E- banking means setting up of a web page by a bank to provide
information about its products and services their features, advantages, disadvantages,
prices , duration and other details. On the other hand, at an advanced level, it refers
to providing facilities such as accessing accounts, transferring funds, and buying
financial products or services online, Making payments et which is known as
“transactional” E- banking (Sathye, 1999). E-banking includes the systems that
enable financial institutions, customers, individuals or businesses whether small or
big or medium scale to access accounts, carry out transactions or obtain information
on financial products and services through a public or private network using
Internet. (Vasanthakumari and Sheela rani, 2010)

The conception of electronic banking has been defined in a number of ways (Daniel,
1999). According to Karjaluoto (2002) electronic banking is a construct that consists
of several channels of distribution. Daniel (1999) has defined electronic banking as
providing banking information, products and services by a bank to customers using a
number of different delivery platforms that can be used with different terminal
devices such as a personal computer, mobile phone, desktop software, telephone or
digital television. Electronic banking is also frequently known as internet banking or
e-banking or PC banking or Home banking or Phone Banking or tele banking.

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The first java based 24 hours electronic banking services were started by the first
direct and Fujitsu cooperation. (Fujitsu, 2008).It is a new and innovative banking
channel for Indian Banks. (Vasanthakumari and Sheela Rani, 2010). E-banking is
both transactional as well informative medium. (Vasanthakumari and Sheela Rani,
2010). E-banking involves customers using Internet to operate their bank accounts
and obtain information without visiting a bank branch. (Vasanthakumari and Sheela
rani,2010).Internet banking involves providing information about bank products as
well carrying online transactions such as transfer of funds, setting up direct debit,
buying and selling of products etc. It involves computer networks and
telecommunication networks. The basic aim of e-banking is to provide services to
end consumer so that they can carry out banking transactions through PC or mobile.
e-banking has attracted attention of banks, securities trading firms, individual
businesses, insurance companies, medium and large scale businesses etc. e-banking
is growing because e-commerce has grown at a rapid rate. Internet banking can help
in building sound strategies as its impact on cost savings, revenue and satisfaction of
customer is tremendous (Gupta, 2008). e-banking influences business models of
various banks, insurance companies, brokerage houses etc.

Internet banking has changed the banking industry as well as banking relationships
in a positive way. E-banking provides banking products using internet including e-
mails, modems and various networks other networks like RBINET, NICNET,
BRISKNET, RBINET, BANKNET. E-banking services includes ATM’s, Electronic
data interchange, MICR, Cash dispensers, Automated ledger posting system,
Electronic clearing system, Tele banking, Anywhere Anytime Banking, Plastic
money, E-cash, Smart cards etc and various processing systems such as Real time
processing, Batch processing system, Desktop publishing etc.

However it is very complicated for banks as well as customers to decide a best and
appropriate approach to E-banking. (Dixit & Datta,2010)

History Of E-banking In India

Before E-banking In India came into existence the dealings between customers and
banks was on one on one basis. The bank branch was involved in dealing with
customers, payments, clearing, loan applications, opening accounts etc but the head

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office was involved in overall clearing, size of branch, training, sanctioning of loans,
keeping track of accounts of customers and it does not deal directly with customers.

In the last 5 decades banking in India has evolved through various phases. Due to
Globalization and Liberalization a new environment was seen in banks in the whole
of the world. Banks offered new services with latest technologies such as anywhere
and anytime banking, Tele banking, Internet banking etc

The entry of foreign banks has pushed Indian banks to follow the path of latest
technologies so as meet threat of competition and to retain their customer base. The
growing competition and increased expectations has led to increase in awareness
among banks on and role of internet banking. E-banking has revolutionized banking
industry and is a product of innovation.

There is a prototype change in different parameters of transformation. Many factors

both internal and external are responsible for this shift. Competition from other bank
group and other global factors are forcing Indian banks to make these changes in
their functioning. E-banking services have replaced traditional services. (Uppal,
2008). The process of E-banking started in 1980’s when RBI had set up two
committees in a sequence in order to step up the pace of automatic operations in the
banking sector. A high-level committee was formed under the chairmanship of Dr.
C. Rangarajan, then Governor of RBI, to plan out phased computerisation and
mechanization in the banking industry over period five-years from 1985 to1989.

The main aim was to improve customer service and two models of branch
automation were developed and were in practice. The second committee was
Rangarajan committee which was formed during this five year time frame in 1988 to
make a detailed perception plan for Computerization of banks and for extension of
automation to other areas such as funds transfer, e-mail, BANKNET, SWIFT,
ATMs, E -banking, etc.

The Government of India enacted the Information Technology Act, 2000 (generally
known as IT Act, 2000), with effect from 17 October 2000 to provide legal status to
electronic transactions and other electronic commerce. RBI had set up a ‘Working
Group’ on e-banking to examine different aspects of e-banking. This Group mainly
focused on three major areas of E – banking

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 Technology and security issues,

 Legal issues and
 Regulatory and supervisory issues.

RBI accepted the recommendations of the ‘Working Group’, and issued guidelines
on ‘internet banking in India’ for implementation by banks in accordance with those
recommendations. The ‘Working Group’ also issued a report on e-banking covering
different aspects of E-banking. (Vasanthakumari and Sheela Rani, 2010)

In 1980’s internet developed rapidly. In early 1980’s customers had access to their
accounts through computers of banks. Later internet developed as a network of
communication and E-commerce came into existence. In May 1995, Wells Fargo
which was the first bank in world to provide access to accounts over internet allowed
it’s customers to see their accounts online.

In India, ICICI was the first bank to begin internet banking in early 1997 with the
name of “Infinity”. Later ICICI bank terminated online banking services but 1996-
1998 for Internet it was the adoption phase but its usage increased in 1999 because
of lower online charges, increase in PC penetration and Technology friendly
atmosphere. E-banking started with use of ATM’s and later included telephone
banking, electronic fund transfer, direct bill payments and online banking.

PRESENT STATUS OF E-BANKING IN INDIA:

E-banking is a banking business approach. Banks nowadays know that internet

opens up new horizons and is a major factor in success of a bank and helps a bank to
grow internationally. Therefore, a number of banks in India have either adopted E-
banking or are in the process of adopting and using it. (Malhotra&Balwinder, 2009).
E-banking provides right to use to worldwide connection from anywhere in world.
Products presented by banks are offered all over internet due to which internet has
become an important channel for delivery for banks. (RahmathSafeena&Hema Date
& Abdullah Kammani, 2011).

India being a developing country has weak infrastructure, low PC penetration,

developing security protocols and consumer reluctance in rural sector. But many

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banks are offering e-banking services. In a study conducted by Rao and Prathima
(2003) it was revealed that India still has long way to go in online banking services
in comparison to other countries. e-banking is becoming popular in India(Gupta,
1999; Dasgupta, 2002).

Internet is cheapest channel of delivery for bank and financial products as it reduces
the branch networks and scales down the number of service staff. E-banking has also
improved performance of banks. E-banking has also emerged as planned source for
achieving higher efficiency, control of operations and reduction of cost by replacing
paper based and labour exhaustive methods with automatic processes which thus
lead to higher productivity and profitability and efficiency. (Malhotra&Balwinder,
2009)

E-banking has led to increase in speed of communication and transactions for

clients. E-banking is offering wide range of services to its customers. Customers can
communicate with banks and carry out transactions from anywhere in the world.
Due to E-banking customers have changed their traditional way of banking to
modernised banking i.eself service system by use of internet. (Curran and Meuter,
2007).

Fast and furious growth of technology has affected lives of millions of people from
all over the world. There are a large number of factors which influence the
consumer’s attitude towards e-banking such as person’s age, income, family size,
inspiration and behaviour towards different banking technologies and attitude of
every individual towards the new technology (Laforet and Li, 2005). But Many
people do not use Internet banking in India due to security reasons, lack of
knowledge and also due of user friendliness. Protection and confidentiality are the
most challenging problems faced by customers who aspire to operate in the e-
commerce. Perceived risk was also one of the major factors affecting consumer
adoption, as well as customer satisfaction, of E- banking services (Polatoglu and
Ekin, 2001).

The Banks in India started E-banking initially with uncomplicated and simple
functions such as getting information about rate of interests, checking account
balances, clearing and calculating loan eligibility. Later on the services were
extended to online bill payments, electronic transfer of funds between accounts and

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Management of Cash for businesses. Nowadays the banks are using E- banking
technology to meet the increased competition. Some new services are also being
offered by e-banking such as payment of taxes, railway ticket booking etc (Malhotra
and Singh, 2010).But The banking sector in India was not willing to use e-commerce
applications as according to them the transactions which are conducted
electronically were open to hackers and viruses, which were not in their control.
Also e-banking became unattractive because online services were a mixture of
insecurities, technology investment costs and a lack of market-readiness.
(Abdulwahed and Yaqoub, 2006) . But it has been observed that Internet banking
has changed the banking industry as well as banking relationships in a positive way.

The plan of a bank to carry out business online depends on assets of the bank, years
in operation, expenses ratio, deposits ratio, urban location, Non- fee income ratio.
Internet banking may not have huge effect on the bottom line of most banks except
for a few newly born banks. Internet Banking is subject to various statues including
Banking Regulations Act, 1949, the Reserve Bank

of India Act, 1934, and the Foreign Exchange Management Act, 1999, Information
Technology Act, 2000, Indian Contract Act, 1872, the Negotiable Instruments Act,
1881, Indian Evidence Act, 1872, etc. The effect of E-banking on monetary and
credit policies of Reserve Bank of India is a vital area of anxiety. E- banking in India
is only at its primitive and is in the growing stage stage which is solely dominated
and controlled by both the Indian private and foreign banks. E-banking in India is
used only by a few consumer segments. There are a number of risks associated with
E- banking which have to be modelled by banks by using sophisticated systems and
extensive and proper use of technology. The legal framework should handle the
issues associated with E- banking. E-banking phenomenon cannot be avoided by the
Indian Banks, but to add a competitive advantage and to succeed, business models
must be structured and arranged properly in the long run to suit to Indian conditions.
(Gupta,2008). But The factors which influence the adoption of Internet banking in
India will probably be a matter of concern to both bankers and policy makers.
( Prakash and Malik, 2008)

There are a handful of companies specializing in developing e-banking software,

security software and website designing and maintenance, there are few online

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financial service providers. Nowadays ICICI is also offering wide range of services
to customers.

According to a number of authors E-banking is becoming popular in India (Gupta,

1999; Pegu, 2000; Dasgupta, 2002). However, it is still in its evolutionary stage. By
the year 2006-2007, a large classy and reasonable E -banking market will develop.
Almost all the banks operating in India are having their websites. (Vasanthakumari
and Sheela Rani, 2010).

In India almost 12% of the 38.5 million Internet users use E- banking and it Is
expected to increase to 16 million, according to survey by lAMAI. (Prakash and
Malik ,2008). In a survey carried out by Malhotra and Singh (2006) it was shown
that 48% of the commercial banks in India offer e -banking.

Therefore for gaining complete control in present e-markets a purposeful and

strategized approach is requisite.

CLASSIFICATION OF E-BANKING IN INDIA:

The Reserve Bank Of India (RBI) constituted a functioning group on E-

Banking in India. This functioning group further divided the internet banking
products in India into the following three types based on the levels of access
granted:-

Information Only system

Electronic information transfer system

Fully electronic transactional system

More advanced transactions

Information Only system

It provided general information such as rate of interests, location of a bank branch,

products offered, their features, advantages and disadvantages, application forms
were available for purpose of downloading. e-mails are used for communication

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purposes. A Customers and a banks application system do not interact. Customer

identification is not done and there is no chance of any unauthorized person getting
into a bank’s production systems

via Internet. (Geetika, Nandan&Upadhyay , 2008)

Electronic information transfer system

It provides information about a customer such as account balances, address, details

of transactions etc. Customers are identified by their passwords and customers are
provided information from banks application system. (Geetika, Nandan&Upadhyay ,
2008)

Applying For New Banking Services

Very few banks provide the facility of making an application and enabling new

services using internet because the RBI does not allow opening of banks accounts
online.(Malhotra&Balwinder ,2009) This requires high degree of safety and security.
In this, the network server and the application systems are linked over secure
communications. (Geetika ,Nandan&Upadhyay , 2008)

More advanced transactions

In this system various other services are provided such as insurance policies,
Brokerage, investments, demat, Credit card payments, trading, shopping and various
other services provided online. Private sector banks are more expected to offer
insurance services and covers, brokerage, online trading online and shopping online.
Many of the Internet banks have also started offering certain new services through
E- banking such as tax payment, charity payment and railway ticket booking. Public
sector banks have shown a tremendous performance in the providing the services
such as tax payment and railway ticket booking online. (Malhotra&Balwinder ,2009)

ADVANTAGES AND DISADVANTAGES OF E-BANKING:

There are a number of drawbacks of e-banking such as it is time consuming, poor

network availability, lack of knowledge among people, unsuitable location of

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ATM’s, Lack of infrastructure, high setting up costs, chances of frauds and scams,
customers feel e-banking is not secure etc.

Apart from above mentioned disadvantages there are a number of other

disadvantages of Internet banking. Some of them are survival, accessibility, security,
acceptance, infrastructure, perception, etc.

Many people do not use internet banking because they do not trust banking services
through internet. They doubt that their money is not safe and secure while being
processed through internet banking. Many cases of frauds in India have been
reported.

Another disadvantage of E-banking is when a person has a query or question or

faces a problem he/she cannot physically go to the bank and solve it but he/she has
to call customer service department to solve it which might take a lot of time.

Also some people avoid using E-banking because they do not understand how to use
to and what is the procedure of getting started.

Internet banking also poses a problem when the network is down and it might cause
delay due to server problem when an important transaction is to be made.

Starting up of E-banking requires large amount of investment which includes

advertising cost, setting up cost, purchasing of technology etc.

Many Internet banks don’t have ATMs, due to which customers have to pay ATM
fees. This costs them more.

Lack of literacy and education regarding how to use internet is another drawback of
e-banking.

Sometimes unknowingly computer system is damaged

Also there are a number of benefits of e-banking to both bank as well as customer.
For example- It’s cheaper to make transactions over internet, it provides satisfaction
to customers, it improves the image of the bank, and customers get facility to
manage every aspect of their bank account, It makes the transactions paperless,
banking services are available round the clock helps customers to save time as they

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do not have to visit bank branch, customers can check costs of currency. Check
stock market, check previous transaction history, transfer money, check which
transactions have been cleared.

Joseph et al. (1999) studied the influence of Internet on the delivery of banking
service. This study identified six dimensions of E- banking service quality i.e.
convenience and accuracy, feedback and complaint management, efficiency, queue
management, accessibility and customization. While on the other hand Jun and Cai
(2001) identified to seventeen service quality dimensions of E- banking service
quality which are reliability, responsiveness, competence, courtesy, credibility,
access, communication, understanding the customer, collaboration and continuous
improvement, content, accuracy, ease of use, timeliness, aesthetics, security and
divers features.

SERVICES OF E-BANKING:
Services are one of the primary benefits which a customer looks for while adopting a
new channel.
The consumers consider the benefits and weigh them against the costs associated.
The Internet offers a lot of benefits to consumers, like any time anywhere banking,
updated information, convenience, faster transaction, etc.

FUTURE OF E-BANKING IN INDIA:

The large banks in India will find out new and better ways in providing their
services. Also they will find out new ways to propose those services which will
include use of new technologies. Wireless communication and mobile banking will
increase at a very high rate due to which e-banking will become omnipresent. While
E-banking will grow at a high rate the current generation of customers will still
require face to face interaction with banks due because of feeling of satisfaction and
security and some functions like cash withdrawals, checking lockers etc require
physical contact with the bank. (Southard &Siau, 2004)

Keeping In India the benefits of E-banking such as increased efficiency of

employees, accuracy etc it is seen that future of E-banking is very bright. The Banks
which are fully computerized have gained majority of industrialists, service class,
business class, less educated as well as highly educated customers. Most of the

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customers will favour E-banking because preferences of customers are changing

with time and they are becoming more demanding and they will prefer a bank which
will provide them quick service. In this era of globalisation only banks which are
technologically advanced will survive.(Uppal& Chawla,2009)

The future of e-banking depends heavily on the future development of technology.

The one certainty is that it will continue to offer new delivery methods for banking
services. (Southard & Siau,2004)

PROBLEMS FACED BY BANKING INDUSTRY:

Asset Quality: The biggest risk to India's barks is the rise in bad loans. The
slowdown it theeconomy in the last few years led to a rise it bad loans or non-
performing assets (NPAs). These are loans which are not repaid back by the
borrower. They are, thus, a loss for the bank. Net NPAs amount to only 2.36% of the
total loans it the banking system. This may not seem like an alarming figure.
However, it does not take into restructured assets - when a borrower is unable to pay
back and the bank makes the loan more flexible to be paid back over a longer period
of time. Restructured assets to put pressure on a bank's profitability. Together, such
stressed assets account for 10.9% of the total loans in the system and these are just
loans which are identified as stressed assets. 36.9% of the total debt in India is at
risk. according to an IMF report. Yet.banks have capacity to absorb only 7.9% loss.
So, if these debts turn bad too, banks will face major losses.

Capital Adequacy: One way a bank tries to ensure it is protected from bad loans is
bysetting aside money as a 'provision'. This money cannot be used for any other
purposes including lending. As a result, banks have lower capital available to use for
its various operations. The Capital Adequacy Ratio measures how much capital a
bank has. When this falls the bank has to borrow money or use depositors' money to
lend. This money.however, is riskier and costlier than the bank's own capital. For
example.a depositor can withdraw his/her money any time they want. So, a fall in
CAR (often called as CRAR or Capital to Risk Assets Ratio) is worrisome. In the
last few years, CRAR has declined steadily for Indian banks, especially for public
sector banks. Moreover.banks are not able to raise money easily. especially public
sector banks which have higher number of bad loans. If banks do not shore up their

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capital soon, some could fail to meet the minimum capital requirement set by the
RBI. In such a case.they could face severe issues.

UnhedgedForex Exposure: "The wild gyrations in the forex market have the
potentialto inflict significant stress in the books of Indian companies who have
heavily borrowed abroad." Mundra said it his speech. This stress can affect their
ability to pay back debt to Indian banks. As a result, the RBI wants banks to ensue
companies they lend to do not expose themselves to Unnecessary debt in dollars.

Balance Sheet Management: In the past few years, many banks have tried to delay
settingaside money as provisions (for future bad loans). One reason for this is that a
bank's chief executives have a short tenure, during which time they want to post
higher net profits and cheer investors. "It must be appreciated that CEOS/ CMDs
would come and go but the institutions are perpetual entities. The only thing which
can perpetuate their existence is a stronger and healthier balance sheet." Mundra said
Deferring provisioning is harmful in the long term. It reduces the bank's ability to
withstand financial pressures. This is even more problematic considering the poor
capital adequacy in Indian banks. In fact.investors would be happier if the
management addresses and sorts out problems rather than posting high net profits
that cannot be sustained in the long term, the deputy governor said.

DIGITAL PAYMENT SYSTEM:

Digital payment is a way of payment which is made through digital modes. In digital
payments, payer and payee both use digital modes to send and receive money. It is
also called electronic payment. No hard cash is involved in the digital payments. All
the transactions in digital payments are completed online. It is an instant and
convenient way to make payments.

If we talk about cash payments, you have to first withdraw cash from your account.
Then you use this cash to pay at shops. Shopkeeper goes to the bank to deposit the
cash which he got from you. This process is time-consuming for you and also for the
shopkeeper. But in digital payments, the money transfers from your account to the
shopkeeper’s account immediately. This process is automatic and neither you nor
the shopkeeper is required to visit the bank. Digital payments save you from long
queues of ATMs and banks.

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An e-commerce payment system facilitates the acceptance of electronic payment

for online transactions. Also known as a sample of Electronic Data Interchange
(EDI), e-commerce payment systems have become increasingly popular due to the
widespread use of the internet-based shopping and banking.

Payments are made using payment instruments. Cash, for example, is a payment
instrument. So too are checks. However, digital payments are not one instrument but
rather an umbrella term applied to a range of different instruments used in different
ways. In this section, we provide some parameters for creating this definition. Since
there is no one standard definition of a digital or e-payment, you should settle on a
clear and implementable definition at the start of any measurement exercise.

The subject matter is complex, but there are two key dimensions of categorization
that are most important:

The nature of payment instrument: through which means-paper or digital are the
instructions carried.

The payer-payee free interface: Payments are made using payment instruments.
Cash, for example, is a payment instrument. So too are checks. However, digital
payments are not one instrument but rather an umbrella term applied to a range of
different instruments used in different ways. In this section, we provide some
parameters for creating this definition.

Since there is no one standard definition of a digital or e-payment, you should settle
on a clear and implementable definition at the start of any measurement exercise.
The subject matter is complex, but there are two key dimensions of categorization
that are most important

The nature of the payment instrument: through which means paper or digital are the
instructions carried.

The payer-payee free interface: whether the payer, payee, or both use an electronic
medium in a payment transaction.

An e-commerce payment system facilitates the acceptance of electronic payment

for online transactions. Also known as a sample of Electronic data interchange
(EDI), e-commerce payment systems have become increasingly popular due to the
widespread use of the internet-based shopping and banking.

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Over the years, credit cards have become one of the most common forms of
payment for e-commerce transactions. In North America almost 90% of online retail
transactions were made with this payment type. Turban et al. goes on to explain that
it would be difficult for an online retailer to operate without supporting credit and
debit cards due to their widespread use. Increased security measures include use of
the card verification number (CVN) which detects fraud by comparing the
verification number printed on the signature strip on the back of the card with the
information on file with the cardholder's issuing bank. Also online merchants have
to comply with stringent rules stipulated by the credit and debit card issuers (Visa
and MasterCard) this means that merchants must have security protocol and
procedures in place to ensure transactions are more secure. This can also include
having a certificate from an authorized certification authority (CA) who provides
PKI (Public Key Infrastructure) for securing credit and debit card transactions.

Despite widespread use in North America, there are still a large number of countries
such as China and India that have some problems to overcome in regard to credit
card security. In the meantime, the use of smartcards has become extremely popular.
A Smartcard is similar to a credit card; however, it contains an embedded 8-bit
microprocessor and uses electronic cash which transfers from the consumers’ card to
the sellers’ device. A popular smartcard initiative is the VISA Smartcard. Using the
VISA Smartcard, you can transfer electronic cash to your card from your bank
account, and you can then use your card at various retailers and on the internet.

There are companies that enable financial transactions to take place over the
internet, such as PayPal. Many of the mediaries permit consumers to establish an
account quickly, and to transfer funds into their on-line accounts from a traditional
bank account (typically via ACH transactions), and vice versa, after verification of
the consumer's identity and authority to access such bank accounts. Also, the larger
mediaries further allow transactions to and from credit card accounts, although such
credit card transactions are usually assessed a fee (either to the recipient or the
sender) to recoup the transaction fees charged to the mediary.

The speed and simplicity with which cyber-me diary accounts can be established and
used have contributed to their widespread use, although the risk of abuse, theft and
other problems—with disgruntled users frequently accusing the mediaries
themselves of wrongful behavior—is associated with them.

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GROWTH OF BANKING INDUSTRY:

The Indian banking system consists of 26 public sector banks, 25 private sector
banks, 43 foreign banks, 56 regional rural banks, 1,589 urban cooperative banks and
93,550 rural cooperative banks, in addition to cooperative credit institutions.

Public-sector banks control nearly 80 percent of the market, thereby leaving

comparatively much smaller shares for its private peers. Banks are also encouraging
their customers to manage their finances using mobile phones.

Total lending and deposits increased at a compound annual growth rate (CAGR) of
20.7 per cent and 19.7 per cent, respectively, during FY07-14 and are further poised
for growth, backed by demand for housing and personal finance. Total asset size of
banking sector assets is expected to increase to US$ 28.5 trillion by FY25. Deposits
have grown at a CAGR of 13.6 per cent during FY05–15 to an estimated US$ 1.48
trillion in FY15. Deposit growth has been mainly driven by strong growth in savings
amid rising disposable income levels.

Another emerging trend witnessed by the banking sector is the use of social media
platform like Facebook to attract customers. In September 2013 ICICI bank
launched a Facebook bill payment and fund transfer service called ‘Pockets’ for
customer convenience.

According to a report by Zinnov, a Globalization and Market Expansion firm, ‘IT

adoption in BSFI sector in India’, the Information Technology Industry spend in
BFSI vertical is expected to reach USD 3.5 billion by Financial Year 2014. The
study also highlighted ‘the growing maturity of Indian BFSI organizations in IT
adoption, as technology is seen as a driver of business value. Technology firms have
great potential to explore in the BFSI sector, which contributes to eight per cent of
India's Gross Domestic Product.’

Rising incomes are expected to enhance the need for banking services in rural areas
and therefore drive the growth of the sector; programs like MNREGA have helped
in increasing rural income aided by the recent Jan DhanYojana. The Reserve Bank
of India (RBI) has relaxed its branch licensing policy, thereby allowing banks
(which meet certain financial parameters) to set-up new branches in tier-2 to tier-6

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centers, without prior approval from RBI. It has emphasized the need to focus on
spreading the reach of banking services to the un-banked population of India.

THE NATURE OF THE PAYMENT INSTRUMENT:

A key first step is understanding which instruments are even available, and on what
basis, in your country and how they can be grouped according to their nature.

Digital payment instruments can be grouped together with respect to their

underlying nature in two ways:

 Narrow choice- ‘Paper’ vs ‘non-paper’: Instruments which rely on a paper-basis

forauthorization, such as checks, traveler’s checks, and money orders, are regarded
as‘non-digital’ and all other instruments are regarded as ‘digital’.
 Broad choice - ‘Cash’ vs ‘non-cash’: Every instrument other than cash is regarded
as‘non-cash’ and therefore digital, since each usually takes a digital form at some
stage in the transfer of value.

In reality, there is a spectrum between pure digital and pure physical in how most
instruments other than cash are transacted over the whole transaction cycle.
The choice of which definitional option to apply will depend on the purpose. For
example, if you are measuring to highlight the need to transition away from existing
payment instruments due to, for example, cost, then you can make a case for
focusing on the broader definition (non-paper instruments). However, if you want to
highlight the potential of payment flows to be digitized, you mayconsider checks
as much closer to digital than cash, therefore including them with ‘non-cash’ in the
narrow definition. In an increasing number of countries, paper checks are truncated
into a digital message on deposit, and since they require the payer to have an
account, and are also traceable, they are less like cash in these attributes and more
like account-based digital options.

Note, however, that technology is challenging the boundaries of all instrument-based

definitions for example; countries like Canada are considering the introduction of
digital cash, where digital legal tender is transferred directly from payer to payee in
a payment transaction, and where paper and metallic currency will become obsolete.
Hence a ‘cash’ transaction could be ‘digital.’

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How to define digital payments — step 2

The payer-payee interface

The other definitional dimension to clarify is which of the payment parties, if any,
use electronic interfaces. When both the payer and the payee use electronic means to
initiate and receive payments, the picture is clear—this can be considered ‘pure
electronic’.

How to define digital payments — step 3

Definition options

Choices to be fit for purpose

Combinations of these two dimensions can create a range of different definitions

regarding a digital payment for measurement purposes. The real question is: does
your definition fit your measurement objectives? To illustrate that choice, we show
on the next slide two common choices of boundary definitions for digital payments.
To be considered digital, both require that at least one party, whether the payer or
the payee in the payment transaction, uses a digital medium to authorize or receive
payment. This rule out transactions where only the intermediate parties (such as
banks) exchange electronic messages.

However, the boundaries differ with respect to the treatment of checks. Under the
narrow definition, checks are considered fundamentally a paper instruments which,
like cash, carry high costs transactions costs. Therefore, regardless of whether the
payee gets credited electronically or not following a deposit, checks are grouped
with cash. In the broad definition, checks are considered to be closer to digital
because they (i) are often scanned and converted to digital messages soon after
deposit; and (ii) require that the payer has a payment account and is therefore
financially included.

So, what’s the difference? You might prefer the narrow definition if you are
interested in measuring and promoting the efficiency of payments; and all the more
so, if checks are still processed manually in your country so that you can separate
out their effect from cheaper digital alternatives. However, the broad definition
allows you to include checks in a wider universe of formal payments, which may be
appropriate if your interest relates more to measuring patterns of financial inclusion.

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ADVANTAGES OF DIGITAL PAYMENTS:

Easy and convenient: Digital payments are easy and convenient. You do not need
to takeloads of cash with you. All you need is your mobile phone or Aadhar number
or a card to pay. UPI apps and E-Wallets made digital payments easier.

Pay or send money from anywhere: With digital payment modes, you can pay
fromanywhere anytime. Suppose your close friend’s mother fell ill at night. He
called you at midnight and asked some money. Don’t worry, you can send money to
your friend using digital payment modes such as UPI apps, USSD or E-Wallets.

Discounts from taxes: Government has announced many discounts to encourage

digital payments. If you use digital modes to make a payment up to Rs. 2000, you
get full exemption from service tax. You also get 0.75% discounts on fuels and 10%
discount on insurance premiums of government insurers.

Written record: You often forget to note down your cashspending’s. Or even if you
note, ittakes a lot of time. But you do not need to note your spending’s every time
with digital payments. These are automatically recorded in your passbook or inside
your E-Wallet app. This helps to maintain your record, track your spending’s and
budget planning.

Less Risk: Digital payments have less risk if you use them wisely. If you lose your
mobilephone or debit/credit card or Aadhar card you don’t have to worry a lot. No

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one can use your money without MPIN, PIN or your fingerprint in the case of
Aadhar. But it is advised that you should get your card blocked if you lost it. Also

call the helpline of your E-wallet to suspend the wallet account to prevent anyone
from using your wallet money.

Drawbacks of Digital Payments:

Every coin has two sides so as the digital payments. Despite many advantages,
digital payments have a few drawbacks also.

Difficult for a non-technical person: As most of the digital payment modes are
based onmobile phone, the internet and cards. These modes are somewhat difficult
for non-technical persons such as farmers, workers etc.

The risk of data theft: There is a big risk of data theft associated with the digital
payment.Hackers can hack the servers of the bank or the E-Wallet you are using and
easily get your personal information. They can use this information to steal money
from your account.

Overspending: You keep limited cash in your physical wallet. Hence, you think
twice beforebuying anything. But if you use digital payment modes, you have all
your money with you always. This can result in overspending.

FUTURE OF DIGITAL PAYMENTS:

The future of digital payments is very bright. India is experiencing a remarkable

growth in digital payments. In 2015-16, a total of Rs. 4018 billion transacted through
mobile banking as compared to Rs. 60 billion in 2012-13. The percentage of the
digital payments through other modes is also increasing in a significant speed.

GOOGLE PAY Wallet is the digital payment instrument where you can transfer
money from your bank account or credit card to use for transactions on the platform.
You need to set up an account using your mobile phone number and email ID to
setup a GOOGLE PAY account and transfer cash to the wallet. You can add up to
Rs. 10,000 in a month in the Wallet; if you want to increase the monthly limit, then
you can get the KYC (Know Your Customer) processor done. With this, you can
have up to Rs. 1 lakh in the GOOGLE PAY Wallet at any point of time.

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CHAPTER 3

COMPANY PROFILE

E-commerce is starting to pick up and gather pace, and, in this regard, digital

payment services are in increasing demand. And where there is demand, supply is
also required. Why not provide it? In other words, now is the high time to make
wallet apps.

Why now? The reason is simple! Mobile & online digital wallets are a relatively new
concept, they are only at the beginning of their journey, and a great future is
undoubtedly awaiting them. And you need to catch your niche in the market while
there is still a chance to become a leader. By the moment the number of competitors
increases, you'll have already gained a strong position.

So, how to develop an e-wallet app? And what’s an e-wallet in the first place?

What is the e-wallet app?

According to statistics, electronic payment services take second place in popularity.

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This is the data of 2017, and since then the demand for e-payment services and
digital card wallets has been growing, as the following statistics show.

As we’ve said, such demand is due to the rapid development of e-commerce.

Confirmation is another infographic.

GOOGLE PAY:

Google Pay is the faster, more secure way to pay online, in stores, and
across Google using the cards saved to your Google Account. Plus, you can manage
your payment methods and see all your Google transactions in one convenient place.

Google Pay (stylized as G Pay; formerly Pay with Google and Android Pay) is

a digital wallet platform and online payment system developed by Google to power
in-app and tap-to-pay purchases on mobile devices, enabling users to make payments
with Android phones, tablets or watches.

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As of January 8, 2018, the old Android Pay and Google Wallet have unified into a
single pay system called Google Pay.Android Pay was rebranded and renamed as
Google Pay. It also took over the branding of Google Chrome's autofill
feature. Google Pay adopts the features of both Android Pay and Google Wallet
through its in-store, peer-to-peer, and online payments services.

The rebranded service provided a new API that allows merchants to add the payment
service to websites, apps, Stripe, Braintree, and Google Assistant. The service allows
users to use the payment cards they have on file with Google Play.

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

facilitating funds transfer to

the retailer. It replaces the credit or debit card chip and PIN or magnetic

stripe transaction at point-of-sale terminals by allowing the user to upload these in
the Google Pay wallet. It is similar to contactless payments already used in many
countries, with the addition of two-factor authentication. The service lets Android
devices wirelessly communicate with point of sale systems using a near field
communication (NFC) antenna, host-based card emulation (HCE), and Android's
security.

Google Pay takes advantage of physical authentications such as fingerprint ID where

available. On devices without fingerprint ID, Google Pay is activated with a
passcode. When the user makes a payment to a merchant, Google Pay does not send
the credit or debit card number with the payment. Instead it generates a virtual
account number representing the user's account information. This service keeps
customer payment information private, sending a one-time security code instead of
the card or user details.

Google Pay requires that a screen lock be set on the phone. It has no card limitUsers
can add payment cards to the service by taking a photo of the card, or by entering the
card information manually. To pay at points of sale, users hold their authenticated
device to the point of sale system. The service has smart-authentication, allowing the
system to detect when the device is considered secure (for instance if unlocked in the
last five minutes) and challenge if necessary for unlock information Spring CEO
Alan Tisch said Google Pay improves mobile shopping business by supporting a
"buy button" powered by Google Pay integrated within vendor's creative design.

FEATURES OF GOOGLE PAY:

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Google Pay is a wallet-free way of shopping. With this app, you can make in-store,
in-app and online purchases. But it’s more than just a means to pay. It also allows
you to send money to your friends. Check out the key features of Google Pay below.

For customers:

 Supported by major banks in the US and other countries.

 Available in 28 countries.
 Google Pay is integrated with several mobile banking apps across the globe.
 Use for in-store, in-app and online payments.
 Accepted in over a million stores that accept NFC payment.
 Save and use mobile even tickets, boarding passes, and transit cards.
 Multiple layers of advanced security to prevent fraud and malicious attempts.
 Send money or request for cash in the app.
 Transfer money to your bank account without having to cash out.

Fig: Store passes and rewards Fig: Send money to friends Fig: In-store purchases

For merchants:

 Easy online integration with Google Pay API.

 Easy checkouts, which can lead to higher cart conversion and increased sales.

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 Better brand affinity,  traffic and customer engagement.

 No extra fees required.
 Enhanced security against exposure to fraud.

If you don’t have Google Pay on your device yet, you can download it here.

BENEFITS OF GOOGLE PAY:

 Send and receive payments anywhere in the world.

 Unlimited transfers.

 Easy recurring payments and transfer.

 Manage our account from our mobile phone.

 World Ventures-branded prepaid MasterCard available.

 Security for our bank account.

 Email or SMS notifications after transactions.

 We are in complete control.

 Access our commissions faster.

 Receive wired funds/transfers directly into our Paytm Bank.

AMAZON PAY:
The next entry on our list is Amazon Pay, yet another of the best digital wallet app in
India that is, as the name suggests, owned by none other than the com giant Amazon.

It was launched internationally in 2007 and widely used by Amazon’s massive

customer base. Secure and extremely efficient, you can use it to easily make

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payments while using the balance in your Amazon account. It can be used in external
merchant websites, as well.

Amazon Pay is an online payments processing service that is owned by Amazon.

Launched in 2007. Amazon Pay uses the consumer base of Amazon.com and focuses
on giving users the option to pay with their Amazon accounts on external merchant
websites. As of January 2019, the service is available Austria, united states and soon.

Amazon Pay provides the option to purchase goods and services from websites and
mobile apps using the addresses and payment methods stored in the Amazon
account, such as credit cards or a direct debit bank account.

Amazon Pay Express is a payments processing service for simple E-commerce use
cases on websites. Built on Amazon Pay but without requiring a full E-commerce
integration it uses a Java button code generator to create a button that can be copied
and pasted onto a website or added via WordPress Plug-in.is best suited for
merchants selling a small number of products and with a single item in each order,
such as a digital download.

Amazon Pay has undergone many changes in its evolution to improve the online
payments processing for Amazon customers on external websites. While Amazon
Pay is the most recent product, it represents the culmination of previous trial and
error products, and strategic acquisitions.

Checkout by Amazon (CBA):

CBA was an E-commerce solution that allowed web merchants to accept Amazon
account information and use Amazon for payment processing. CBA could manage
several aspects of the transaction including order processing, promotional discounts,
shipping rates, sales tax calculation, and up-selling. Depending on the needs of the
merchant, CBA could be integrated into the merchant's systems with manual
processing (through Seller Central) or through SOAP APIs or downloadable CSV
files. CBA also claimed to reduce bad debt because of Amazon's fraud detection
capabilities. CBA was discontinued in the UK and Germany in 2016 and is set for
discontinuation in the U.S. in April 2017.

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Amazon Flexible Payments Service (FPS):

FPS was an Amazon Web Service that allowed the transfer of money between two
entities using a technology built on single, multiple, and unlimited use payment
tokens. Merchants managed their use of the service via API or solution providers and
accessed the account through the merchant account on the Amazon Payments
website. The service was launched as a limited beta in August 2007, and later in
February 2009 was promoted to General Availability. FPS differed from CBA in that
FPS did not handle additional capabilities associated with order processing such as
promotions, tax, and shipping. FPS also provided the payments processing for the
Amazon Web Services DevPay service but was discontinued on June 1, 2015.

GoPago technology acquisition:

Amazon in 2013 acquired GoPago’s technology (mPayment) and hired their

engineering and product teams.Amazon was interested in the mobile payment
business. GoPago’s app allows shoppers to order and pay for goods and services
before they arrive at a business.

FEATURES OF AMAZON PAY:

 Identity

 Inline Checkout

 Automatic Payments

 Fraud Protection

 Merchant Website Integration

BENEFITS OF AMAZON PAY:

Pay With Amazon simplifies the way sellers accept payments online and on mobile.
The application enables users to easily access their information from the merchant’s
site, thus streamlining the purchasing process as they no longer have to enter their
information such as name, shipping address, and credit card details among others.
All this without compromising integrity as Amazon implements very strict protocols
when it comes to information security.

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Pay With Amazon caters to the simplest of sellers, expanding startups to the largest
enterprises, helping them build their business while forging stronger relationships
with their customers. With Pay With Amazon, the most glaring benefit is the security
of the system. Its system boasts of a vaunted security setup that also includes fraud
detection and merchant protection.

With Pay With Amazon, merchants will see their conversion rates improve
significantly as the checkout process becomes faster. This streamlined checkout
experience results in less cart abandonment and enhanced loyalty from shoppers.

Login and Pay simplifies shoppers pay, whether online or on mobile. With this tool,
it is so easy to browse through shopping sites, pick what you want, and pay without
having to go through the hassles of carts and checkouts.

Login and Pay lets you use your Amazon account on thousands of websites and apps
and instantly pay for your items without having to enter your credit card details,
shopping address, and more. On top of that, you also get the Amazon’s A-to-z
Guarantee. That means your information is safe and secure and you are covered with
Amazon’s protection plan.

PAYTM:

PAYTM is an Indian payment and commerce company based out of Delhi NCR,
India. Launched in August 2010, it is the consumer brand of parent One97
Communications. The name is an acronym for "Pay through Mobile."

In 2015, PAYTM became the first Indian company to receive funding from Chinese
e-Commerce company Alibaba, after it raised over $625 million at a valuation of
$1.5 billion. The Alibaba Group was the biggest stakeholder in PAYTM parent
company One97 Communications. In August 2016, PAYTM received an investment
from Mountain Capital, one of Taiwan-based MediaTek’s investment funds, which
valued PAYTM at of over USD$5 billion.

The company employs over 13,000 employees as of January, 2017 and has 3 million
offline merchants across India. It also operates the PAYTM payment gateway and
the PAYTM Wallet.

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PAYTM launched bill payments services in Canada, its first overseas market; on 16
March 2017.The new app allows Canadians to pay their utility bills.

PAYTM is India's largest mobile payments and commerce platform. It started with
online mobile recharge and bill payments and has an online marketplace today. In a
short span of time we have scaled to over 200 Million registered users. PAYTM is
the consumer brand of India's leading mobile internet company One97
Communications. One97 investors include Ant Financial (AliPay), SAIF Partners,
Mediatek, Sapphire Venture and Silicon Valley Bank. We strive to maintain an open
culture where everyone is a hands-on contributor and feels comfortable sharing ideas
and opinions. Our team spends hours designing each new feature and obsesses about
the smallest of details.

In today’s scenario, when entire India is struggling to get a hand on some hard cash
to cater to day-to-day needs post demonetization; Paytm is a unique solution to go
cashless. Paytm is a huge step towards digital India.

FEATURES OF PAYTM:

Easy Account Opening

You can open an account in Paytm Bank from the Paytm app. The account opening
process is user-friendly and you can complete it within 2 minutes. However, you still
need Physical KYC verification for the Paytm Bank as well. You can fill the KYC
form in the app itself. The Paytm representative would visit your house to complete
the KYC formalities. You would need an identity and address proof for the KYC.

No Minimum Balance

All regular banks require a minimum balance in the saving account. If you don’t
maintain the minimum balance, there can be a penalty. But, Paytm Bank doesn’t
charge such penalty. You are free to keep zero balance in your Paytm bank account.

Free Online Transaction

The Paytm Payment Bank is useful for online transactions. It does not charge for any
online fund transfer. The transfer can be through the UPI, IMPS or NEFT. However,

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UPI transactioncharge is zero from the regular banks as well. But bank charge fees
for IMPS and NEFTtransaction. In the Paytm Bank, it would be free.

Charge for Paytm Wallet to Bank Transfer

Paytm bank does not charge for fund transfers. But, ironically, it charges for fund
transfer from its wallet to the bank account. While both are the part of the same
Paytm app. It is a heavy charge, you have to give 3% cut for the transfer from Paytm
Wallet to Paytm Bank Account.

No Cheque, No DD

The Paytm Payment bank does not issue a cheque book. It means you can’t issue a
cheque for the third-party payment. Similarly, you can’t get Demand draft from the
Paytm Bank. To do this task, you have to go to the regular bank. However, in future,
you can expect the cheque book. But you would have to pay for it.

BENEFITS OF PPB:

 Send and receive payments anywhere in the world.

 Unlimited transfers.

 Easy recurring payments and transfer.

 Manage our account from our mobile phone.

 World Ventures-branded prepaid MasterCard available.

 Security for our bank account.

 Email or SMS notifications after transactions.

 We are in complete control.

 Access our commissions faster.

 Receive wired funds/transfers directly into our Paytm Bank.

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PHONEPE:

Yet another digital wallet app in India that launched in 2015, PhonePe has been
downloaded by more than 100 million users to date. It can be used to conduct UPI
payments, do recharges, and ensure secure money transfers as well as online bill
payments.

Since it comes with a very easy-to-use user interface, it is one of the most common
apps in India.

PhonePe Private Limited, PhonePe, is an Indian e-commerce payment

system and digital wallet company headquartered in Bangalore, India. It was
founded in December 2015, by Sameer Nigam and Rahul Chari. PhonePe app went
live in August 2016 and was the first payment app built on Unified Payments
Interface (UPI)

The PhonePe app is available in over 11 Indian languages. Using PhonePe, users can
send and receive money, DTH, recharge mobile, data cards, make utility payments,
buy gold and shop online and offline. In addition PhonePe also allows users to
book Ola rides, pay for Redbus tickets, order food on Freshmenu, fit and avail
Goibibo Flight and Hotel services through microapps on its platform.

PhonePe is accepted as a payment option across 5 million offline and online

merchant outlets covering food, travel, groceries, movie tickets etc.The app crossed
100 million user mark in June 2018 and also crossed 5 billion transactions in
December 2019.

It is licensed by the Reserve Bank of India for issuance and operation of a Semi

Closed Prepaid Payment system.

PhonePe is a revolutionary way to make mobile payments in India. From UPI

payments to recharges, money transfers to online bill payments, you can do it all on
PhonePe. PhonePe is way better than Internet Banking and offers you the safest and
fastest online payment experience in India.

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Things you can do on the PhonePe app are

 Send and request money from your contacts anytime, anywhere,

 Recharge prepaid Mobile for most major operators/Datacard/DTH connections

across the country.

 Pay postpaid Landline, Datacard and Mobile Bills for all major operators.

 Pay for utilities such as electricity and gas bills.

 Check your account balance, save beneficiaries and manage multiple bank accounts.

 Get refunds and cashbacks to your bank account in an instant.

 Split bills with your friends and settle them right away.

 Shop on Flipkart, Myntra, Jabongand other online shopping websites.

 Transact up to Rs.1 lakh per transaction, 24*7.

 Get instant refunds and cashbacks from our partner merchants into your PhonePe
wallet. -Check wallet balance that can be withdrawn to your bank account. Cashback
cannot be withdrawn to any linked bank account and cannot be transferred to other
users. Cashback can be redeemed for mobile recharges, bill payments, and used for
merchant payments where PhonePe has been integrated as a payment option

 Top up your wallet using your UPI enabled bank account or a debit card to make
instant payments to anyone.

One-click payments using your PhonePe account at any of our merchant partner
locations.

Transact in the language of your choice. English, Hindi, Tamil, Bengali, Telugu,
Kannada, Malyalam, Assamese, Gujarati, and Marathi are now live. More languages
coming soon!

The PhonePe app works over the Unified Payments Interface (UPI) platform
developed by the National Payments Corporation of India (NPCI) and is powered by
YES Bank. The PhonePe UPI app is safe and secure, meets all your payment and

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banking needs, and is much better than Internet banking. No need to remember IFSC
codes, account numbers, or other inconvenient details. Make instant bank transfers
by just using a mobile number or a unique payment identity - your Virtual Payment
Address (VPA).

PhonePe also provides you with a digital mobile wallet for faster refunds and
cashbacks from our merchant partners. You can spend your wallet balance or
withdraw it into your linked bank account(s) in one quick swipe. With over 70
billers live on the PhonePe App you can do quick and easy recharges for mobiles,
DTH, datacards and also pay gas, electricity, landline and other utility bills.

Currently over 40 banks are UPI enabled, with more banks coming soon!

Banks currently on UPI: YES Bank (our UPI sponsor), Allahabad Bank, Andhra
Bank, Axis Bank, Bank of Baroda (BOB), Bank of Maharashtra, Bank of India,
Canara Bank, Catholic Syrian Bank, Central Bank of India, Citibank, City Union
Bank, Corporation Bank, DCB Bank, Dena Bank, Federal Bank, HDFC Bank,
HSBC Bank, ICICI Bank, IDBI Bank, IDFC Bank, Indusind Bank, Indian Bank,
Indian Overseas Bank, KarurVyasa Bank, Karnataka Bank, Kotak Mahindra Bank,
Laxmi Vilas Bank, Oriental Bank of Commerce, Punjab National Bank (PNB),
Punjab and Sindh Bank, Ratnakar Bank (RBL), State Bank of India (SBI), South
Indian Bank (SIB), Standard Chartered Bank (SCB), TJSB Sahakari Bank, UCO
Bank, United Bank of India, Union Bank of India, Vijaya bank.

BENEFITS OF PHONEPE:

 You can easily transfer maximum 1 lakh in a day.

 You don’t need to load money in the wallet before the transaction, you directly send
money from your bank account.
 Currently all transactions, bank withdrawals are free for all users.
 No need for any credit and debit card detail, IFSC code, one-time password or any
other password. Only use your virtual ID or mobile number and you will be able to
send and receive money.
 For sending and receiving you will have MPIN that is used as an ATM PIN.

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FEATURES OF  PHONEPE APP

 You can transfer Money easily to your friends and family members  bank accounts by
entering their number, name or VPA.
 You can recharge your Mobile, DTH, Data Card and Pay Electricity bills Postpaid
Bills, Landline and Gas Bills.
 PhonePe App allows you to check your bank account balance.
 Instantly add any Refunds or cashback in your wallet.
 Transfer money without using the internet.
 It has No additional charges to transfer money from one account to other.

Mobikwik:

MobiKwik is a widely used digital wallet app in online retail stores. You can add
money using your debit, credit card, and net banking account into the mobile wallet
and then utilize this money to recharge or pay bills and shop at online sites.

Several grocery stores, as well as food establishments, use MobikWik, especially for
its feature called expense tracker, which offers the unique option of monitoring
spends and maintaining a budget.

MobiKwik is an Indian company founded in 2009 that provides a mobile phone

based payment system and digital wallet. Customers add money to an online wallet
that can be used for payments. In 2013 the Reserve Bank of India authorized the
company's use of the MobiKwik wallet, and in May 2016 the company began
providing small loans to consumers as part of its service. The company launched its
MobiKwik Lite mobile app in November 2016, designed for users of
older 2G mobile networks and for those in areas with poor internet connectivity.In
November 2016, the company reported having 1.5 million merchants using its
service and a user base of 55 million customers.

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MobiKwik launched an e-wallet system in 2012 that enabled users to deposit money

online to use for bill payments and other features.MobiKwik provides financial
services including loan, accident insurance, life insurance, fire insurance, IMPS
money transfer, credit card bill payment, mutual funds, and DTH recharge. 

They also introduced the feature of sending and receiving money via a mobile
app. In September 2014, Express Computer reported how MobiKwik was partnering
with GoDaddy and other international companies to help them comply with Indian
payment regulations. In June 2017, 80 percent of India's mobile wallet transactions
market was performed by Paytm, ITZCash and Mobikwik. In March 2017,
MobiKwik's largest competitor was Paytm.

In April 2015, MobiKwik was used by 15 million users and claimed to be adding
one million new customers every month, according to Forbes India Magazine.In a
partnership with CashCare, MobiKwik began providing small loans between 500–
2,500 Indian rupees to customers in May 2016.In November 2016, MobiKwik had
over 1.5 million merchants using its service and 55 million users.

Following the 2016 Indian banknote demonetisation in November 2016, MobiKwik

realized a 400% increase in financial transactions using the service by late December
2016.

In February 2017, the company announced plans to invest approximately USD$45

million to expand its user base from 50 million to 150 million users in 2017.

In 2019, MobiKwik announced a new partnership with DT One to expand their

service internationally.Also in 2019, the company began offering loans, insurance
and investment advice.

MobiKwik wallet is a semi closed wallet authorized in 2013 by the Reserve Bank of

India (RBI). The RBI license allows the company to create marketplaces where
customers can purchase goods and services from third party vendors, avoiding the
reportedly high failure rates of payment gateway transactions in India.

FEATURES OF MOBIKWIK:

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 M-wallet.

 Secure transactions.

 Money transfer.

 Online shopping.

 Online bill payment.

BENEFITS OF MOBIKWIK:

 Mega Offers & Discount:

The Super cashbacks, discounts, offers – all add up to savings for you and more money
for you to spend on what you want. 

 It Makes your life easier:

It can’t get any easier than having your smartphone act as a wallet. Money stored
and linked with your account from which you can pay out or receive in payments
with a few simple clicks. It’s that simple.

 If you risk it:

If you carry a wallet, you risk losing it and all the hard cash you have in it. With a digital
wallet, even if you lose your phone you just need to block your account and you are
on your way to tension-free recovery.

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CHAPTER:4
DATA ANALYSIS

TABLE:01

Age Responses Percentage

18-20 14 0.14

21-24 72 0.72

25-26 14 0.14

INTERPRETATION:

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From the above table and chart, it is observed that out of 100 respondents, 14% fall
under the

Category of 18-20years of age, 72% under 21-24 years of age, 14% under 25-26
years of age

TABLE:02

Are you aware of concepts of digital payment system

Particulars Responses Percentage

Likely 49 0.49

Very likely 38 0.38

Neutral 12 0.12

Unlikely 0 0

Very unlikely 1 0.01

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INTERPRETATION:

From the above analysis it is observed that 49% of the respondents are likely, 38%
of the Respondents are post very likely, 12% of the respondents are neutral and
unlikely are 0% and very unlikely are 1%.

TABLE:03

Where did you get information about Google pay?

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Particulars Responses Percentage

Social media 34 0.34

Friends 63 0.63

Magazines/television 3 0.03

INTERPRETATION:

From the above analysis it is observed that 34% of the respondents are from social
media, 63% of the respondents are from Friends, 3% of the respondents are
fromMagazines/televisions.

TABLE:04

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Why do you use Google pay?

Particulars Responses Percentage

Pay bills 7 0.07

Buy movie 5 0.05

tickets

Recharge 2 0.02
mobile balance

Transfer money 21 0.21

All the above 65 0.65

INTERPRETATION:

From the above analysis it is observed that 7% of the respondents are of paying bills,
5% of the respondents are of buying movie tickets , 2% of the respondents are of
recharge mobile balance and transfer money are 21% and all the above are 65%.

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TABLE:05

Is Google pay time saving

Particulars Responses Percentage

Likely 56 0.56

Very likely 36 0.36

Neutral 8 0.08

Unlikely 0 0

Very unlikely 0 0

INTERPRETATION:

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From the above analysis it is observed that 56% of the respondents are of likely,
36% of the respondents are of very likely, 8% of the respondents are of Neutral
.unlikely are 0% very unlikely are also 0%

TABLE:06

What you keep in mind when you use Google pay?

Particulars Responses Percentage
Available 8 0.08
discount
Premium offers 4 0.04
Cash back 10 0.1
Rewards 21 0.21
All the above 57 0.57

INTERPRETATION:

From the above analysis it is observed that 8% of the respondents are of available
discounts, 4% of the respondents are of premium offers, 10% of the respondents are
of cash backs and Rewards re 21% and all the above are 57%.

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TABLE:07

Is Google pay safe and secured method of payments?

Particulars Responses Percentage

Likely 47 0.47

Very likely 29 0.29

Neutral 20 0.20

Unlikely 2 0.02

Very unlikely 2 0.02

INTERPRETATION:

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From the above analysis it is observed that 47% of the respondents are of likely,
29% of the respondents areof very likely, 20% of the respondents are of Neutral and
unlikely are 2% and very unlikely are 2%

TABLE:08

Google pay is a simple method of transferring money app?

Particulars Responses Percentage

Agree 63 0.63

Strongly agree 28 0.28

Neutral 7 0.07

Disagree 1 0.01

Strongly 1 0.01
disagree

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INTERPRETATION:

From the above analysis it is observed that 63% of the respondents are of Agree,
28% of the respondents are of strongly agree, 7% of the respondents are of Neutral
and disagree are 1% and strongly disagree are 1%.

TABLE:09

Did you ever lose your money while using Google pay?

Particulars Responses Percentage

Yes 89 0.89

No 11 0.11

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INTERPRETATION:

From the above analysis it is observed that 89% of the respondents are of YES, 11%
of the respondents are of NO

TABLE:10

Are you satisfied with Google pay payment mode?

Particulars Responses Percentage

Satisfied 58 0.58

Very satisfied 28 0.28

Neutral 13 0.13

Unsatisfied 0 0

Very unsatisfied 1 0.01

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INTERPRETATION:

From the above analysis it is observed that 58% of the respondents are of satisfied,
28% of the respondents are of very satisfied, 13% of the respondents areof Neutral
and very unsatisfied are1%

TABLE:11

Would you like to continue using Google pay?

Particulars Responses Percentage

Likely 66 0.66

Very likely 27 0.27

Neutral 7 0.07

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Unlikely 0 0

Very unlikely 0 0

I
NTERPRETATION:

From the above analysis it is observed that 66% of the respondents are of likely,
27% of the respondents are of very likely, 7% of the respondents are of Neutral and
unlikely are0% and very unlikely are 0%.

TABLE:12

Are the advertisements popping up on the Google app irritating you?

Particulars Responses Percentage

Yes 21 0.21

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No 47 0.47

May be 32 0.32

INTERPRETATION:

From the above analysis it is observed that 21% of the respondents are of YES.47%
of the respondents are of NO, 32% of the respondents are of May be

TABLE:13

Would you like to refer your friends to use Google pay?

Particulars Responses Percentage

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Likely 55 0.55

Very likely 29 0.29

Neutral 15 0.15

Unlikely 1 0.01

Very unlikely 0 0

INTERPRETATION:

From the above analysis it is observed that 55% of the respondents are of likely,
29% of the respondents are of very likely, 15% of the respondents are Neutral and
unlikely are 1% and very unlikely are 0%.

TABLE:14

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Are you a user of either of the mentioned digital payment applications

Particulars Responses Percentage

Paytm 38 0.38

Amazon 5 0.05

Payphone 55 0.55

Mobikwik 2 0.02

I
NTERPRETATION:

From the above analysis it is observed that 38% of the respondents are of Paytm, 5%
of the respondents are of Amazon, 55% of the respondents are of phonepe and
mobikwik are 2%

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TABLE:15

Why do you prefer E-wallet over other modes of payment?

Particulars Responses Percentage

Time saving 66 0.66

Ease to use 17 0.17

Secured 7 0.07

Other. 10 0.1

INTERPRETATION:

From the above analysis it is observed that 66% of the respondents are of time
saving, 17% of the respondents are of Easy to Use, 7% of the respondents are of
Secured and other are 10%

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CHAPTER 5

CONCLUSION

Google pay have been introduced with the primary objective of increasing the
impact of financial inclusion drive. Through our study we conclude that E-Payment
is rapidly emerging in India. Most of the students are willing to make electronic
payment and in a way the country is going on digitalization. We conclude through
our study that E-Payment standards are meant to increase the flexibility of the
transactions, which gives the easy options for payments everywhere in our day to
day life. Google pay becoming the most popular medium of digital transactions.
Google pay providing a gateway to the low income and middle income groups.

Most of the people prefer digital payments for the ease and convenience. And almost
any app cannot beat GOOGLE PAY app in these areas. Another area where Google
pay loses is security. Though it has provided the security for its Pay and Passbook
options but it relies on your phone’s security. Moreover, the options like recharge,
bill payments and bookings do not have any security at all. The Google pay is also
slower than its opponent because of too many features.

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BIBLIOGRAPHY

RESEARCH ARTICLES: 

 Journal of Theoretical and Applied  ElectronicCommerce Research

 ISSN 0718–1876 Electronic Version VOL 7 /ISSUE 1 / APRIL 2012 / 94-113)
 Journal of Electronic Commerce Research,VOL. 6, NO.3, 20054)

WEBSITES:

 https://pay.google.com/intl/en_in/about/terms/
 https://www.digitaltrends.com/mobile/what-is-google-pay/
 https://www.theverge.com/2018/5/16/17358034/google-pay-how-to-mobile-
payments-android-iphone
 https://www.appknox.com/blog/the-demonetisation-story-of-india-and-how-it-has-
affected-mobile-wallets
 https://www.softwaresuggest.com/blog/top-digital-wallet-app-in-india/
 https://developers.google.com/pay/api/android/guides/setup

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REFERENCES:

 Kyburz, Kevin (April 30, 2019). "Google Pay now available in Switzerland – Here's it
works". Techgarage. Retrieved April 30, 2019.
 Bradshaw, Kyle (December 10, 2018). "Google Pay is now available in France, w/
initial support from 6 banks and companies". 9to5Google.Retrieved Dec11, 2018.
 Google granted an electronic money institution licence in Lithuania". lb.lt. Retrieved
January9, 2019 Lynley,Matthew(March 2, 2016). "Google experiments with a way to
pay without taking out your phone". TechCrunch.com. AOL. Archived from the
original on June 19, 2017.

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QUESTIONNAIRE
1)Age  *
a)18 – 20 b)21 – 24 c)25 – 26 d)Option 4 e)Option 5 f)Option 6
2)Are you aware of concepts of digital payment system *
a)likely b)very likely c)neutral d)unlikely e)very unlikely
3)Where did you get information about Google pay? *
a)Social media b)Friends c)Magazine/Television
4)Why do you use Google pay ? *
a)Pay Bills b)Buy movie tickets c)Recharge Mobile balance d)Transfer money e)All the
above
5)Is google pay time saving ? *
a)likely b)very likely c)neutral d)unlikely e)very unlikely
6)What you keep in mind when you use google pay ? *
a)Available discount b)Premium offers c)Cash back d)Rewards e)All the above
7)Is Google pay safe and secured method of payments? *
a)likely b)very likely c)neutral d)unlikely e)very unlikely
8)Google pay is a simple method of transferring money app? *
a)Agree b)Strongly agree c)neutral d)Disagree e)Strongly disagree
9)Did you ever lose your money while using Google pay? *
a)Yes b)No
10)Are you satisfied with Google pay payment mode. *
a)Satisfied b)Very Satisfied c)Neutral d)Unsatisfied e)very unsatisfied
11)Would you like to continue using Google pay ? *
a)likely b)Very Likely c)Neutral d)Unlikely e)Very unlikely
12)Are the advertisements popping up on the Google app irritating you? *
a)Yes b)No c)Maybe
13)Would you like to refer your friends to use Google pay? *
a)likely b)Very Likely c)Neutral d)Unlikely e)Very unlikely
14)Are you a user of either of the mentioned digital payment applications  *
a)Paytm b)Amazon pay c)phonepe d)mobikwik
15)Why do you prefer E-wallet over other modes of payment ? *
a)Time saving b)Ease to use c)Secured d)Other

Any Suggestions.

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