शोध प्रभा ISSN: 0974-8946

Shodha Prabha (UGC CARE Journal) Vol. 47, Issue. 01, No.17: 2022
USERS’ PREFERENCE TOWARDS G-PAY APP IN MADURAI CITY

Dr. A. MARTIN DAVID, Associate Professor and Head, Research Centre, Department of
Commerce, The American College, Madurai -02, Email ID: [email protected]
Ms. E. ANIT MARIA LUSIA, Part-time Research Scholar,, Research Centre, Department of
Commerce, The American College, Madurai -02, Email ID: [email protected]

Abstract:
Unified Payments Interface is created by the National Payments Corporation of India (NCPI) that
allows users to transfer or receive money in real-time. Unified Payments Interface eliminates details
such as like bank account number and IFSC code to transfer money from one account to the other.
G-pay (G-pay) is a digital wallet platform and online payment system developed by Google to
power in-application, online, and in-person contactless purchases on mobile devices, enabling users
to make payments with Android phones, tablets, or watches. The data were collected from 120 users
of G-pay app for the study. The analysis gives an understanding, about factors which can influence
the intensity of users’ preference towards G-pay application regarding speed of transaction,
perceived ease of use, security and customer service transaction.
Keywords: Mobile payment, app, Unified Payments Interface, digital payment

INTRODUCTION
The digital wallet refers to a mobile technology that is used identical to a real wallet. It is a form of
an e-commerce model designed for the mobile devices for the convenience and ease of access. After
demonetization on November 8, 2016, India faced an increased use of various internet payment
systems for money transfer through electronic devices. The different modes of digital payments such
as debit/credit cards, internet banking, mobile wallets, digital payment apps, Unified Payments
Interface (UPI) service and so on show a drastic change in recent usage. Among different modes of
real wallet, G-pay is a digital wallet platform and online payment system developed by Google to
power in-app, online, and in-person contactless purchases on mobile devices, enabling users to make
payments with Android phones, tablets, or watches.
STATEMENT OF PROBLEM
People used to carry cash in their personal wallets for purchase before the invention of mobile
payments. In recent days’ people prefer to use digital wallets rather carrying cash. In the modern
days the awareness about the mobile payments and various payment apps are increasing among the
people. Previous studies are based on payment apps as whole. But the study on a specific payment
app is not adequate, so individual study on specific app is required understand the situation correctly
and identify the problems clearly. Hence the researcher has made this study primarily focuses on
analyzing the usage of G-Pay and to identify the influencing factors behind the usage of G-pay app.
OBJECTIVES
The following are the objectives of the study:
 To ascertain the factors that influence users, to prefer G-Pay over other applications.
 To assess the problems faced by the users of G-pay.
 To offer suitable suggestions to the study.
SCOPE OF THE STUDY
Data are collected to the users of G-pay only in Madurai City. The research focuses on users of G-
pay in Madurai City alone and analyze the data in light of the above mentioned objectives of the
study.
RESEARCH METHODOLOGY
The area of the study has been confined to only users from Madurai City. Primary and secondary
data has been collected. Simple random sampling method has been used for sample selection purpose
which covered 120 respondents who were surveyed through structured questionnaire. Respondents
include Students, Public Employees, Private Employees, Business people, Farmer and Homemaker.
The period of the study is one month. The statistical tool used for the analysis of data in this study

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 शोध प्रभा ISSN: 0974-8946
Shodha Prabha (UGC CARE Journal) Vol. 47, Issue. 01, No.17: 2022
are percentage analysis, Ranking and Likert’s scaling technique has been applied to test the
hypothesis framed during the course of the study.
REVIEW OF LITERATURE
Siddharth Kalra (2020), undertook a research study of “Insights into the Use of UPI Payment
Applications by Management Students in India” The sample consists of 134 Management
Students across different business schools in India. The results from the Study revile that mostly used
UPI Payment Application in the country amongst management students is G-pay with more than
75% respondents using the application for payments. The reason for this could be first mover
advantage as G-pay was one of the first UPI Payment Applications to be rolled out in the country.
Dinesh M. Kolte and Dr. Veena R. Humbe (2020) has titled their paper “Study of UPI/BHIM
Payment System in India” The main objective of the study is to know which UPI/BHIM APPs are
commonly used by students. The sample size of the study 200students were selected from
Aurangabad city. There are various UPI/BHIM Apps issued by banks like Phonepe, Amazon pay, G-
pay, BHIM UPI Apps and other third party Apps, from the study it was found that used UPI/BHIM
App is Phonpe. The study concluded that students are extensively using UPI/BHIM on Mobile
phone.
Satinder Bal Gupta and et al (2020) in his article titled “Study of Growing Popularity of
Payment Apps in India” It is also observed in the study that, as compared to March 2018 PhonePe
users have increased from 23.37% in 2018 to 41.41% in 2019. Paytm users have increased by a small
amount from 51.28% in 2018 to 53.03% in 2019. Also, the market share of Paytm declined a little
margin from 43% to 42% in this period, but PhonePe’s market share increased from 19.6% in March
2018 to 32.8% in March 2019. Finally, the researcher analysed that among the three most popular
payment Apps used in India namely, G -Pay, PhonePe and Paytm, G-Pay is highly preferred for
making high value transactions as it makes payment directly from the bank account as compared to
other apps.
Prachi Jawade and Praveen Suryavanshi (2021) made a study on “Trend Analysis of UPI
Payments During Covid 19” The main objectives to Identify the Volume of UPI during the Covid
19 Lock down. There was rapid increase in UPI payments during Covid 19 lockdown, people
prepared to use UPI instead of cash and UPI payments helped to ensure social distancing. In October
2020, 189 banks joined UPI and total transactions amount stood at around 3.86 lakh crore. There is
an around 73% increase in amount transacted in lock down as compared with amount transacted
before lock down. Government and RBI are making India a Digital India. Many apps are available
for UPI transactions. The study finally concluded that UPI, allows even the smallest merchant to
begin accepting advanced payments without the requirement for any POS machine. UPI have helped
people in lockdown, people were able to pay for the goods they needed.
RESEARCH GAP
After the review of literature, it is found that several studies conducted on the customer satisfaction
of mobile payment apps, awareness and adoption of mobile payment apps. However no such study
had been done on users’ preference towards G-pay app. Hence the researcher has been taken cover
the above gap and bring out the detailed study in the topic “Users’ Preference Towards G-pay App
in Madurai City”
DATA ANALYSIS AND INTERPRETATION
The researcher has collected data from the respondents, then analysed with the tools and finally interpreted
accordingly.
Profile of the respondents
The profiles of the respondents who are using G-pay App were analysed. Respondents were selected
and categorized in term of their gender, age, marital status, educational qualification, occupation and
monthly income.
Table 1 Profile of the respondents
Variable Characteristics Respondents (in Percentage)

Gender Male 57

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Shodha Prabha (UGC CARE Journal) Vol. 47, Issue. 01, No.17: 2022
Female 43

Age Below 25 years 48

25 years-50 33

Above 50 years 18

Marital Status Married 43

Unmarried 57

Educational Qualification Illiterate 10

SSLC 23

HSC 30

Graduate 37

Occupation Students 18

Public Employees 10

Private Employees 17

Business 29

Farmer 7

Homemaker 20

Monthly Income Below Rs.20,000 33

Rs.20,001 to Rs.40,000 40

Above Rs. 40,000 27

Source: Primary data

Table 1 shows the profile of the respondents which reveals that 57 percentage of respondents are
Male, 48 percentage of respondents are between the age group of below 25 years, 57 percentage of
the respondents are unmarried, 37 percentage of the respondents are Graduate,29 percentage of the
respondents were doing business, 40 percentage of the respondents earn a monthly income between
Rs. 20,001 to Rs.40,000.
Awareness on G-pay Application
The respondents were aware of G-pay app through various sources. The following table shows their
awareness on G-pay app by percentage analysis.
Table 2 Awareness on Gpay Application
Sources of Awareness Frequency Percentage

Friends or relatives 54 45

Bank personnel 10 8

Advertisement in different Media 24 20

Self-learning 32 27

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 शोध प्रभा ISSN: 0974-8946
Shodha Prabha (UGC CARE Journal) Vol. 47, Issue. 01, No.17: 2022
Source: Primary data
The above table 2 reveals that 45 percentage respondents gather the information about the G-pay
through Friends or relatives, 27 percentage respondents get various information of G-pay by Self
learning, 20 percentage respondents collect information Advertisement in different Media and eight
percentage respondents gather information through Bank personnel.
Frequency of G-pay usage in a month
The frequency of using G-pay application in a month
Table 3 Frequency of G-pay usage in a month
Usage Frequency Percentage

Frequently 76 63

Occasionally 44 37

Source: Primary data

The table 3 shows that 63 percentage respondents use G-pay frequently and 37 percentage of
respondents use G-pay occasionally.
Factors to prefer G-pay application
The factors influencing the respondents towards G-pay app has been measured using five significant
parameters using Five point Likert scale. The opinions of which are listed below;
Table 4. Ranking of the Factors to prefer G-Pay App by the users’ using Likert’s scaling
Technique
Factors *Total Score **Mean Score Rank

Time Saving 566 4.72 I

Convenient 525 4.38 II

Necessity 522 4.35 III

Faster transactions 524 4.28 IV

Cost free transactions 503 4.19 V

Risk Free 447 3.73 VI

Highly Secured 441 3.68 VII

Rewards, gifts & Coupons 424 3.53 VIII

Cash back offers 382 3.18 IX

*Total Score = (SA× 5) + (A ×4) + (NO×3) + (DA×2) + (SDA×1)

**Total Score /No. of respondents
Source: Primary data
Table 4 indicates the ranking of the statements representing the Factors to prefer G-pay application
by the respondents using Likert’s scaling Technique. Among the statements, “Time Saving” has
major factor and thus ranked first with the mean score of 4.72 followed by “Convenient” which
ranked second with the mean score of 4.38 and “Necessity” ranked third with a mean score of 4.35.
“Faster transactions” with the mean score of 4.28 and “Cost free transactions” with the mean score of
4.19 got the fourth and fifth ranks respectively. “Risk Free” with a mean score of 3.73, “Highly
Secured” with a mean score of 3.68 and “Rewards, gifts & Coupons” with a mean score of 3.53 got
the sixth, seventh and eighth ranks respectively. The statements “Cash back offers” with a mean
score of 3.18 got the ninth rank.
Ranking of the Problems while using G-pay
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The ranks towards problems while using G-pay by the respondents are analysed by using Hendry
Garrett ranking technique. The result of the analysis is presented in table 5
Table 5 Ranking of the Problems while using G-pay
S. No Problems Score Percentage Rank

1 Fear of incomplete transactions 6,815 56.79 I

2 Amount debited but not received by the 6,639 55.32 II

receiver

3 Poor network 6,371 53.09 III

4 Lack of knowledge to use the services 5,815 48.45 V

5 Lack of maintenance of banks application 5,809 48.40 VI

6 Restrictions on number of transactions 5,570 46.41 VII

7 Server issues 6,036 50.3 IV

Source: Primary data

The above table 5 gives details of the Problems faced by the users’ while using G-pay application are
ranked, the first is given for Fear of incomplete transactions, second rank for Amount debited but not
received by the receiver, third rank is given to Poor network, fourth rank for Lack of knowledge to
use the services, fifth rank for Lack of maintenance of banks application, sixth rank for Restrictions
on number of transactions and finally seventh rank for Server issues.
FINDINGS
 From the foregone analysis, it is seen that 57 percentage of respondents are Male, 48
percentage of respondents are between the age group of below 25 years, 57 percentage of the
respondents are unmarried, 37 percentage of the respondents are Graduate,29 percentage of
the respondents were doing business, 40 percentage of the respondents earn a monthly
income between Rs. 20,001 to Rs.40,000.
 It was found that 45 percentage respondents gather the information about the G-pay through
Friends or relatives
 It was found that 63 percentage respondents use G-pay frequently and 37 percentage of
respondents use G-pay occasionally.
 It was found that “Time Saving” has major factor and thus ranked first with the mean score of
4.72
 It was found that Problems faced by the users’ while using G-pay application are ranked, the
first is given for “Fear of incomplete transactions”.
SUGGESTIONS
 It is suggested that G-pay app can improve server facilities to facilitate the application efficiently
and increase its scope.
 It is recommended that G-pay can provide some valuable coupon.
 G-pay may conduct more awareness programs regarding various services offered.

CONCLUSION
The study was conducted to find out users’ preference towards G-pay application. G-pay is
facilitating mobile phone to be used as a main payment device for giving and accepting payments in
the easiest way. G-pay system permits money transfer between any two bank accounts by using a
mobile phone. It allows a customer to pay directly from a bank account to different merchants, both
online and offline, without the hassle of typing credit card details, IFSC code, or net banking/wallet
passwords. These features of G-pay motivates the respondents to prefer G-pay gradually in
upcoming future. Thus G-pay transaction aimed at helping in a less-cash society in India.
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REFERENCES
1. Nieva, Richard; Bennett, Brian (January 8, 2018). "Google merges payment platforms under
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2. https://en.wikipedia.org/wiki/Google_Pay
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5. Satinder Bal Gupta and et al (2020) “ Study of Growing Popularity of Payment Apps in
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Covid 19” Sambodhi (UGC Care Journal), Vol-44, No.-1(III), January-March (2021), pp
45-50.

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