ANALYSE THE USER PREDILECTION ON GPAY AND PHONEPE FOR DIGITAL TRANSACTIONS

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International Journal of Management (IJM)
Volume 11, Issue 11, November 2020, pp. 3895-3901, Article ID: IJM_11_11_386
Available online at https://iaeme.com/Home/issue/IJM?Volume=11&Issue=11
ISSN Print: 0976-6502 and ISSN Online: 0976-6510
© IAEME Publication Scopus Indexed
ANALYSE THE USER PREDILECTION ON
GPAY AND PHONEPE FOR DIGITAL
TRANSACTIONS
S.J. Sureya
Part Time Research Scholar, Assistant Professor, PG & Research Department of Commerce,
Cauvery College for Women (Autonomous), Affiliated to Bharathidasan University,
Tiruchirappalli, Tamil Nadu, India.
Dr. V. Josephine Lourdes De Rose
Assistant Professor, PG & Research Department of Commerce, Holy Cross College,
(Autonomous), Affiliated to Bharathidasan University, Tiruchirappalli, Tamil Nadu, India.
ABSTRACT
Technology upgradation in banking sector took the economy to view that payment
mode towards online transactions using mobile applications. This system enabled
connectivity between banks, Merchant and user in a convenient mode. there are various
applications used for online transactions such as Google pay, Paytm, freecharge,
mobikiwi, oxygen, phonepe and so on and it also includes mobile banking applications.
The study aimed at evaluating the predilection of the user in adopting digital
transaction. The study is descriptive in nature. The researcher used random sample
techniques to collect the data. The findings reveal that mobile applications differ with
the quality of service rendered by Gpay and Phonepe. The researcher suggest the
Phonepe application should focus on implementing the application should be user
friendly interface and Gpay on motivating the users to feel the importance of request
for money and modes of payments in the application.
Key words: Mobile Application- Gpay and Phonepe, E-Banking, Demonetisation, user
predilection, Digital Transaction
Cite this Article: S.J. Sureya and V. Josephine Lourdes De Rose, Analyse the User
Predilection on GPAY and Phonepe for Digital Transactions, International Journal of
Management (IJM), 11(11), 2020, pp. 3895-3901.
https://iaeme.com/Home/issue/IJM?Volume=11&Issue=11
1. INTRODUCTION
The span of discovery, rise of cashless enhanced the Indian economy. The trend towards digital
transactions and settlement initiated in daily life during 1990’s. However the increase in
smartphone usage gave a favourable directing environment towards less cash dependent state

Analyse the User Predilection on GPAY and Phonepe for Digital Transactions
and promoting the usage of cashless transaction through various banking application and with
third part apps such as paytm, freecharge, mobikiwi, ozgen, google tez, paypal, and other
banking apps etc. This inculcating habit exercised more by person to merchant, business to
business and peer to peer transactions. The digital India is a flagship programme of the
government of India with the vision to transform India into a digitally empowered society and
knowledge economy. “Faceless, paperless, cashless” is one of professed role of digital India.
At this stage, policymakers need to scrutinize their understanding by underlying the evolution
from bring cash to cashless system. The need for understanding cashless economy gallops on
many structural parameter of the economy. In this phase, income and education level exhibit a
strong positive association with uptake and adoption of cashless means of payment. Digital
transaction gained a major boost during the demonetization periods. This revolution started up
in the year 1946, followed by second revolution in the year 1978 aimed in slow ban of curb
black money. Hence high demonetization of banknotes act implemented. Earlier days the digital
wallets was not much recognized by the users considering cash important instrument for
transaction. On the next revolution in the year 2016, demonetising Rs.500, 1000 bank notes.
The Indian government has implemented a challenging economic environment by
demonetizing the era with high currency notes becomes crucial for Indian government to move
usage of cash to digital transaction trusting towards safe, efficient and have convenient interface
for transaction. Technology makes digitalization possible, while it being an outcome of
innovation. Information technology and digitalization shift the lifestyle of the people as well as
the sectors which serve the public. In this new digital era, mobile device has become one of the
dominant and prominent product that moved the economy to view the activities digitally and
motivated the people to make the fund transaction effortless. While studying the review of
literature, the researcher reviewed various studies related to user behaviour, preference,
perception about adopting an application for Digital transaction and also found the reviews
based on factors influencing the user in preferring a applications for cashless transaction. Hence
the researcher focused on evaluating the predilection of using the application by comparing
Google pay and phonepe applications for digital transactions.
1.2. Objective of the Study
• To study the social demographic profile of the respondents using Google pay and
phonepe applications for digital transactions.
• To analysis the user predilection among Google pay and phonepe applications for digital
transactions.
1.3. Hypothesis of the Study
• Mobile applications do not differ with the quality of service rendered by Gpay and
Phonepe.
1.4. Research Methodology
The researcher used descriptive research design to evaluate the predilection of the application.
The data were collected using a structured questionnaire to collect the response from the
respondents using random sampling techniques. To analysis the user predilection of using Gpay
and Phonpe were assessed through mean ranking and independent sample T test.
2. REVIEW OF RELATED LITERATURE
Erkek Ismail burak et al., (2021) had examine the outlook and intention of customers using
digital trasnaction. The researcher used comprehensive model imitative from TAM. Among the
factors, the finding reveals that usability, financial threat, protection, performance and

S.J. Sureya and V. Josephine Lourdes De Rose
enjoyment have significant influence on the intent and approach of adopting mobile banking
application among the different generations.
Ayesha akhter et al., (2020) had examined the intent of end user to apply mobile banking
services. The researcher used several variables such as usefulness, effortlessness, belief, safety
to analyse the customer’s preference to use mobile banking services. The result reveals that
convenience, safety and know-how ability found to be positive in influencing customers in
using mobile banking services in Bangladesh.
Sanuja Shree et.al, (2019) had emphasised the youth behaviour towards mobile banking
usage intention. The researchers used survey method to gather the opinion of youth towards
mobile banking usage intention. The study shows that expediency, reimbursement, privacy and
trust factor are the major influencing factor in adoption of mobile banking among the youths.
Amit Shankar and Biplab Datta (2018) had emphasised the issue influencing the
implementation of mobile payment system using SEM analysis applying technology acceptance
model. The study reveals that perceived ease of use, perceived assessment, trust and self-
efficacy has positive impact on purpose of using mobile payment system.
Debmallya Chatterjee and Kartikeya Bolar (2018) recognized different factors while
adopting m-wallet payment system. The researcher used SEM to find the influencing factor.
Among the factors ease of use, behavior control, compatibility, trust of m-wallet have
significant impact on the consumer intention to use mobile wallets.
Anup Kumar et.al, (2017) examine to recognize the consequence of perceived security and
perceived grievance redressal on purpose of using M-wallet in India. The study used
confirmatory theoretical approach to investigate the intention to continue the usage of M-
wallets. The result shows that ease of use, usefulness, perceived security and grievance redressal
has positive influence on intention to use mobile wallets in a growing country.
Nidhi Singh et.al, (2017) had emphasises the penchant and acceptance among mobile wallet
users. The researchers used observed and descriptive research design to ascertain the awareness
of the respondents. The results reveals that age and gender has significant impact on consumer
preference and satisfaction of the mobile wallet.
NioushaDehbini et al (2015) had emphasized on factors influencing the adoption of EP
cards in urban Micro-payments. in this research, the researcher aimed to analyzed the factors
affecting the adoption of EP cards in urban Micro payments. The factors such as satisfaction,
compulsion, ease of use, usefulness, norms and network externality used to test through
hypothesis. The researcher finds that Network externality care of use, usefulness, compulsion
and satisfaction shows on significant effect on electronic payment card acceptance.
Sanghita Roy and Dr. Indrajitsinha (2014) has studied the acceptance of electronic payment
system in Indian banking sector-A study”, in this study it aims to determine the popularity
electronic payment system ,unpopularity of reasons and the level of awareness for electronic
payment system. The Researcher finds various factors which influencing the acceptance level
such as perceived ease of use, perceived usefulness , perceived Risk, perceived credibility and
customer attitude are analyzed. It conclude by indicating most and least influencing factor as
perceived ease of use and custom attitude in adoption of electronic payment system.
AlirezaChavosh et al.,(2011) examined to compare the satisfaction with the Banks E-
payment services between Degree holder and Non-Degree holder customers in Penang -
Malaysia, "This study intends to investigate the satisfaction rate with E-payment services
Malaysia's Banking industry between two sample groups in penang. The research founds that
inconvenience and security factors are consider most influencing among the Non-degree
holders, and degree holders.

Jerry Gao and Hsing Mei (2009), had examined the innovative mobile payment system
based on 2- Dimensional bar code for mobile users. The researcher conclude that in order to
support mobile transactions using 2D Bar code need to build new mobile payment system for
mobile users and to provide secure and easy operating M-payment system.
ErbugCelebi (2009) had examined on design and application of mobile payment system
with embedded systems and services oriented architecture. Card based electronic payment
system has full confidence in utilization of this system. However there are security gaps which
pave way to make alternative solution by financial services. The Researcher found that use of
telephone is the closest components to satisfy the managerial requirement. It provide ease
transferable, faster and higher secure in the transaction.
3. ANALYSIS AND INTERPRETATION OF DATA
Table 1 Mean Ranking of The Services Of Gpay And Phonepe Frequently Used By The User For
Digital Transaction.
S.No
ORDER OF THE
SERVICES
MEAN
VALUE
GPAY
ORDER OF THE SERVICES
MEAN
VALUE
PHONEPE
1 Used to pay utility bills 4.8600 User can Send and receive money 4.5300
2 Recharges 4.7800 Used to pay utility bills 4.5300
3 Rewards and offers 4.7800 Recharges 4.4200
4
User can Send and receive
money
4.6200
Rewards and offers
4.4200
5
Transfer to other bank account
through mobile number, UPI,
contact name.
4.5400
User can request the other person
for money 4.2500
6
User can request the other
person for money 4.3000
Transfer to other bank account
through mobile number, UPI,
contact name.
4.4100
Source: primary data
Inference
From the above table its shows the predilection of user using the application for digital
transaction. It reveals that Gpay services are ranked based on frequency of using the features in
the application. Utility bill pay is ranked first followed by recharges such as mobile recharges,
DTH and services ranked second, followed by Rewards and offers, User can Send and receive
money, transfer of money using UPI, mobile number and contacts and request for money ranked
sixth in the service of Gpay. Whereas Phonepe services are ranked with predilection of the user.
They are send and receive money is ranked first followed by utility pay bills, recharges such as
mobile recharges and others business services and rewards and offers ranked second, request
for money feature is ranked fourth in the services of Phonepe and finally transfer of money
using UPI, mobile number and contacts are ranked sixth in their services. Hence it shows that
user predilection is high in prioritizing the Gpay features than Phonepe service frequently used
by the users.

Table 2 H0: There is no significant difference between the quality of services rendered by Gpay and
Phonepe with the payments methods.
Independent Samples Test
Levene's Test
for Equality of
Variances
t-test for Equality of Means
F Sig. t df Sig. (2-
tailed)
Mean
Difference
Std.
Error
Difference
95% Confidence
Interval of the
Difference
Lower Upper
Mode of
payment
Equal
variances
assumed
11.707 .001 3.619 98 .000 .41346 .11424 .18676 .64017
Equal
variances
not
assumed
3.549 74.636 .001 .41346 .11652 .18133 .64559
Source: primary data.
Inference
From the above table, it infers that group statistics shows the average mean and standard
deviation of the application used for digital transaction. The independent sample t-test table
shows that there is a statistically significant difference between payment method and
applications used for transaction by the respondents. Reporting of t-test {t (74.636) =3.549, p
= 0.001}.Hence it inferred that there is significant difference between service quality rendered
by Gpay and Phonepe with the payments methods.
4. FINDINGS OF THE STUDY
• 52 per cent of the respondents are male members and 48 per cent of the respondents are
female members.
• 55 per cent of the respondents fall under the age group of 26 yrs to 33 years.
• 47 per cent of the respondents are under graduate holders.
• 83 per cent of the respondents are privet sector employees.
• 59 per cent of the respondent’s monthly income range within Rs. 20001 to Rs.30000.
• 67 per cent of the respondents prefer Gpay then Phonepe for transaction.
• User predilectionis high in prioritizing the Gpay features than Phonepe service
frequently used by the users.
• Independent SamplesT-test shows that, the quality of service of Gpay and Phonepe
differ with the method of payment.
4.1. Suggestions For Phonepe Application
• Phonepe application should focus on implementing the application should be user
friendly interface.
• The service provider should enable the feature of request for money not only from the
other user application but also the user of Phonepe.
• Should give importance to Transfer of fund through other modes such as IFSC code,
UPI interface.
• Should update the application to performance the service effortlessly.

4.2. Suggestions for Gpay and Phonepe Application
• The service provider should focus on motivating the users to feel the importance of
request for money and modes of payments in the application.
• Gpay suggest providing platforms for investments in mutual funds or commodities and
should provide wallet services also.
5. CONCLUSION
Information technology and digitalization shift the lifestyle of the people as well as the sectors
which serve the public. In this new digital era, mobile device has become one of the dominant
and prominent product that shift the economy to view the activities digitally. The banking
sectors is prioritised which focuses on the development of nation. These digitalization systems
switch the usage of money to paperless transaction. The researcher evaluated the predilectionof
the user using Gpay and Phonepe application for digital transaction. Among the services, Gpay
application is highly preferred by the respondents than the phonepe application. it motivated
the user providing user-friendly interface and mainly focused on rewarding the transaction and
convenient in paying the utility bills. The researcher would suggest the future study to consider
and compare other applications to find the effective contribution by serving the users.
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