A STUDY ON CONSUMER’S PERCEPTION TOWARDS ADOPTION OF M-PAYMENT SYSTEMS IN CHENNAI CITY DURING COVID-19 OUTBREAK

Abstract

The technological upgradation has evolved the banking sector to rank the top in case of best service-based industries. E-Payment systems adopted by the banking sector for many kinds of payment or transactions have framed a positive opportune for the customers. M-payment systems were being widely adopted by the general public for various factors being the key reasons to make transactions in seconds. It is found that mobile-payment systems are one among the prominent core banking solutions which has altered the payment system from cashless transactions and card less transactions. It has been widely accepted especially during the COVID-19 pandemic crisis which has put the world in a pathetic situation, where the people were forced to stay at home. The Adoption of E-banking and M-payment has raised more than 51% despite being a pandemic condition, resulting to cross about 253.2 crores amount of transactions (M.Radhika et.al (2020)). This payment systems can be used by linking credit card, debit card and internet banking credentials in the required platform from your mobile device. Mobile-wallets are high on trend and are highly accepted by the customers for any kind of bill payments and amount transfers from one to another in the fast-developing economy in just clicks. This study focuses on studying the awareness level along with identifying the level of satisfaction and problems faced by the customers with regards to m-payment system adopted by the customers of Chennai city. Statistical tools like ANOVA, correlation, Chi Square were used to find the significant relation between different variables. The study helps to read the customers attitude towards the m-payment system on the whole especially during the COVID-19 Crisis.