CUSTOMER PERCEPTION TOWARDS MOBILE WALLET SERVICES IN KARUR DISTRICT

Abstract

The rapid proliferation of smartphones and digital payment infrastructure in India has transformed the financial transaction landscape. Mobile wallet services such as Google Pay, PhonePe, Paytm, and Amazon Pay have emerged as dominant cashless payment instruments, particularly in semi-urban and rural markets. This study investigates the perception of customers in Karur District, Tamil Nadu, towards mobile wallet services with respect to convenience, security, trust, and overall satisfaction. A structured questionnaire was administered to a sample of 384 respondents selected through stratified random sampling. Data were analysed using percentage analysis, weighted average scoring, chi-square tests, and Likert-scale analysis. The findings reveal that ease of use, cashback incentives, and speed of transactions are the primary drivers of adoption, while poor internet connectivity, transaction failures, and security concerns remain key barriers. The study offers valuable insights for service providers, policymakers, and fintech stakeholders aiming to improve mobile wallet adoption in semi-urban India.