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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM64819
Volume:
10 |
6 |
Jun 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 Finance & Commerce
Galgotias University, Greater Noida, Uttar Pradesh, India
School of Finance & Commerce
Galgotias University, Greater Noida, Uttar Pradesh, India
This study examines how the Unified Payments Interface (UPI) has influenced consumer payment behaviour in India. The growing use of smartphones, internet connectivity, and digital payment applications has significantly changed the way consumers make routine transactions. The study focuses on the extent of UPI adoption, the reasons behind consumer preference for UPI-based payments, user satisfaction, perceived security, and the operational issues that continue to affect the user experience. The research is based on primary data collected from 100 respondents through a structured questionnaire, supported by secondary information from reports, websites, and published studies referenced in the original project report. A descriptive and analytical research design was adopted, and the responses were interpreted through percentages, tables, and graphical representations in the source report. The findings indicate that UPI has become the dominant digital payment mode among the respondents. A majority of participants reported using UPI as their primary digital payment method, and many used it multiple times a day for purchases, bill payments, peer-to-peer transfers, and merchant transactions. Convenience, transaction speed, and zero transaction charges emerged as the strongest drivers of adoption, while failed transactions, delayed refunds, server downtime, and cybersecurity concerns remained major challenges. The study concludes that UPI has substantially reduced consumer dependence on cash and has become an important part of everyday financial behaviour. At the same time, sustained growth in UPI usage will depend on stronger infrastructure, better grievance handling, improved fraud protection, and wider digital inclusion.
KEYWORDS
This study demonstrates that UPI has had a substantial influence on consumer payment behaviour in India. Among the surveyed respondents, UPI emerged as the dominant payment method for daily use, supported by high convenience, fast processing, and strong acceptance across different transaction settings. The evidence suggests that UPI has become integrated into routine consumer behaviour rather than remaining a supplementary payment option. It is widely used for everyday purchases, transfers, bill payments, and merchant transactions, and it has contributed to a clear reduction in reliance on physical cash. The study also shows that consumer trust in UPI is relatively strong, especially because of features such as PIN authentication, bank-linked payments, and transaction alerts described in the report. However, this trust is not unconditional. Failed transactions, delayed refunds, server downtime, fraud risk, and poor support remain important barriers to a fully seamless user experience. Overall, the findings support the conclusion that UPI has played a major role in advancing digital payment adoption and encouraging a more cash-light transaction culture in India. Its continued growth, however, will depend on how effectively service providers, banks, and policymakers address reliability, security, and inclusion-related concerns.
1) Bhattacharya, S. (2024). Financial inclusion and digital payment adoption in semi-urban India. Journal of Digital Finance and Banking, 12(1), 45–58. 2) Deloitte India. (2024). Digital banking and payments industry outlook 2024. Deloitte Insights. 3) Government of India, Ministry of Electronics and Information Technology. (2024). Digital India initiative reports. Government of India. 4) Gupta, S. P. (2020). Statistical methods (45th ed.). Sultan Chand & Sons. 5) Khan, M. Y. (2020). Indian financial system (11th ed.). McGraw Hill Education. 6) Kothari, C. R. (2019). Research methodology: Methods and techniques (4th ed.). New Age International Publishers. 7) Kumar, A., & Sharma, V. (2023). Factors influencing UPI adoption among young consumers in India. International Journal of Financial Technology Research, 9(2), 31–44. 8) Mehta, K. (2023). Challenges in digital payment systems and consumer satisfaction. Journal of Banking and Financial Services, 6(4), 22–31. 9) Mishra, M. N., & Mishra, S. B. (2021). Banking and financial systems. Himalaya Publishing House. 10) National Payments Corporation of India. (2024). UPI product statistics report. NPCI.
Publication Date
6/11/2026
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.
Funding Information
No funding information available for this research.
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