A study on customer satisfaction regarding mobile wallets with a focus on google pay and Paytm in the Tiruchirappalli district

Abstract

This research focuses on the study of customer satisfaction regarding mobile wallets. The modern era witnessed an enormous increase in mobile payment transactions within the mobile phone industry. Mobile phones function similarly to minicomputers, and the usage of various efforts allows individuals to engage in a multitude of activities, including but not limited to communication with others, tracking personal health and dietary habits, as well as conducting financial transactions such as making payments and receiving funds. Furthermore, after the implementation of the 'Digital India' initiative, smartphone applications used for digital payments have experienced a surge in popularity. Despite the abundance of banking applications available, Google Pay and Paytm are often regarded as secure and user-friendly options. This study investigates the degree of satisfaction among users of Google Pay and Paytm. The researcher has obtained a sample size of 150 from the population of mobile wallet users in Tiruchirappalli District. The selection of these samples was based on a judgmental sampling technique. The data analysis conducted using ANOVA and Friedman's ANOVA revealed that the respondents expressed satisfaction with both Google Pay and Paytm. Additionally, the reasons for utilizing these programs were largely identical. Despite being compelled to use wallets in some circumstances, respondents nevertheless exhibit apprehension over their usage. Therefore, the government must implement financial literacy initiatives aimed at promoting the widespread use and adoption of mobile wallets.