Service Quality of Google Pay

Asma Fadzlin binti Abdul Rashid (Universiti Sains Malaysia)
Auni Shahirah binti Mohd Shafiee (Universiti Sains Malaysia)
Arsyad Syafie Bin Hazren (Universiti Sains Malaysia)
Atfaan Mansoor (Universiti Sains Malaysia)
Dr. Rosmelisa Yusof (Universiti Sains Malaysia)
Dr. Gan Kia Hui (INTI International College Penang)
Alvin Nugraha Putra (Universitas Brawijaya)
Alya Aprilya Rachmanu (Universitas Brawijaya)
Puneet Jain (CMS Business School, Jain (Deemed-to-be University))

Asia Pacific Journal of Management and Education
Vol 6, No 3 (2023): November 2023

This study aims to evaluate service quality while using Google Pay. This study demonstrates that digital payment is emerging as an important platform in realizing the Go Cashless mission. Due to world globalization, this industry has become more significant since people nowadays are more comfortable with making an online transaction. Hence, it is more justifiable to take further action in making digital payments a norm. This research project aims to understand the factors that influence service quality of Google Pay. Many factors can influence the satisfaction of the users. However, this study will focus on perceived risk, perceived usefulness, perceived ease of use and awareness. For the research methodology, we collect data from  users using a questionnaire and analyze the result using SPSS. This study is believed to help us in understanding the major factors that can impact Google Pay’s service quality.