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India | Business and Finance | Volume 15 Issue 1, January 2026 | Pages: 1344 - 1347
A Comparative Study on Customer Adoption and Satisfaction towards the PhonePe and Google Pay among Higher Education Students in Sagar City
Abstract: The Unified Payment Interface is a secure, real time and single window mobile payment application developed by the National Payment Corporation of India (NPCI) and it is regulated by the Reserve Bank of India (RBI). This study focused on a comparing the Customer adoption and Satisfaction towards the two leading UPI applications, PhonePe and Googel Pay among the higher education students in Sagar City. The research used both primary and secondary data. Primary data gathered through a survey of 120 students and secondary data from the published sources. The descriptive statistics like tabulation, percentage analysis and Mean are used for anlaysing and interpreting the data. The Mann-Whiteny U test to analyse the difference in satisfaction level. The finding showed that PhonePe is the most prefereed app among the respondents (56.67%) compared to Google Pay (43.33%). A significant majority of respondents (63.33%) use UPI apps on a daily basis, indicating the habitual nature of these transactions. PhonePe demonstrated market leadership for routine and lifestyle transactions such as Entertainment (63.33%) and Mobile recharge/fees Payment (60%) , while Google Pay core strength was highlighed in Security (86.67%). Mann-Whitney U test yielded a Z-Score of -2.33 and p value is 0.020 and it rejected the Null hypothesis which indicates that there is a significant difference in overall customer satisfaction between the two apps. With a higher mean satisfaction score of 3.987 compared to Google Pay 3.787. The study concluded PhonePe user have a higher level of overall satisfaction than the Google Pay users within the population. The study suggested that Redressal Mechanism of both the applications need to be improved.
Keywords: PhonePe, Google Pay, Satisfaction, Higher Education, Mann-Whitney U test
How to Cite?: Megha Bhoote, Dr. S. Muralidhar, "A Comparative Study on Customer Adoption and Satisfaction towards the PhonePe and Google Pay among Higher Education Students in Sagar City", Volume 15 Issue 1, January 2026, International Journal of Science and Research (IJSR), Pages: 1344-1347, https://www.ijsr.net/getabstract.php?paperid=SR26122213816, DOI: https://dx.doi.org/10.21275/SR26122213816