Customer Inclination on Mobile Wallets With Reference to Google-Pay and PayTM in Bengaluru City

Abstract

In this cashless economy era, information and communication technology (ICT) plays a vital role in making payments using various payment modes. The mobile wallet app is an innovative technology for avoiding the usage of physical cash. The mobile wallet records all kinds of transactions with a clear payment reference and makes it accountable for tax payments. There are countless reasons for using mobile wallets, which make service providers confused and leads them to offer unattractive features in the wallet apps, making the offer a failure. This paper attempts to collect the data from the mobile wallet users and provides a clear understanding of the reasons for using mobile wallets. Secondly, the customer preferences towards Google Pay and PayTm are analyzed in detail with primary data collected from mobile wallet users to suggest a model for improving the business. This research was conducted to understand the customers' inclination towards the use of mobile wallets.