Customer Satisfaction towards Digital Payment Services

Abstract

Digital modes of payment, such as UPI, mobile applications, digital wallets, and cards have become an essential part of everyday transactions in India. The present descriptive study focuses on understanding the customer satisfaction with digital payments and the factors which influence them. The primary data was gathered from 278 respondents using a convenience sampling technique by using an online questionnaire and included secondary data from books, journals, RBI and NPCI reports, and government publications. The data was analyzed using percentage analysis, mean, standard deviation, Pearson correlation, multiple regression, and chi-square tests. The results suggest that 84.9% of the respondents were satisfied or extremely satisfied with the digital payments due to ease of use, convenience, and time saved. Factors like availability, ease of use, efficient features, and perceived safety significantly influenced the customer satisfaction. The study recommends that the payment service providers should focus on enhancing the security, reliability, customer support, and communication while keeping in mind the convenience of the customers.