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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM68179
Volume:
10 |
10 |
Oct 2026
Pages:
1-7
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
SCHOOL OF MANAGEMENT STUDIES
VELS INSTITUTE OF SCIENCE, TECHNOLOGY & ADVANCED STUDIES (VISTAS)
SCHOOL OF MANAGEMENT STUDIES
VELS INSTITUTE OF SCIENCE, TECHNOLOGY & ADVANCED STUDIES (VISTAS)
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.
KEYWORDS
This research shows that digital payment services are an integral part of modern financial transactions. The survey of 278 respondents demonstrates that a big percentage of customers are satisfied. Customers appreciate the advantages of digital payment services such as their speed and ease of use, convenience and the possibility to make payments without regard to the place and time. The security aspect of the digital payments is also very important. At the same time, it can be stated that customers expect more from the digital payment services than just fast transactions. Customers tend to believe that their data are safe, transactions are performed without failures and their complaints are processed quickly. The close connection between fast payments and the possibility of making payments at any time and in any place indicates that usability is critical. To sum up, we can say that digital payment services can improve their customer satisfaction by keeping the same convenience while providing customers with better terminal services and data security systems.
1. Kothari, C. R. (2014). Research Methodology: Methods and Techniques (2nd ed.). New Age International Publishers. 2. Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education. 3. Shruthi, L., et al. (2026). A Study on Impact of Digital Payment Services on Consumer Satisfaction. 4. Customer Satisfaction towards Digital Banking of Private Banks of India: A Study in Delhi-NCR. (2023). 5. A Study on Customer Satisfaction Towards Digital Banking (Coimbatore). International Journal for Research in Applied Science & Engineering Technology (IJRASET). 6. A Literature Study of Consumer Perception Towards Digital Payment Mode in India. (2021). 7. Exploring Consumer Preferences and Behavior Toward Digital Payment Gateways in India. (2024). 8. A Systematic Review of Literature of Digital Payment in India. International Journal of Innovative Research and Multidisciplinary Field. 9. Customer Satisfaction towards Digital Payment System. (2025). Journal of Innovation in Science, Engineering and Management. 10. Sharma, G. (2019). Customer satisfaction towards mobile banking services.
Publication Date
10/21/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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