A STUDY ON SATISFACTION OF DIGITAL PAYMENT USERS WITH SPECIAL REFERENCE TO UPI TRANSACTIONS

Riya Goswami, Shreya Goswami, Dr. Pushpkant Shakdwipee
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Abstract

The banking sector has been rapidly expanding the adoption of internet banking as a convenient and efficient instrument to add value for their customers. Digital innovations and government initiatives such as paperless and cashless transactions have stimulated banks to consider digitalization as part of their banking strategy. Commercial banks have introduced numerous E-banking products to facilitate paperless and cashless transactions, which includes payment systems such as ATMs, mobile banking, internet banking, digital wallets and prepaid cards. Digital banking has transformed traditional banking and added additional dimensions to the banking sector. Therefore, the purpose of this research is to explore the satisfaction levels of users with UPI transactions, identify the key factors that contribute to user satisfaction with UPI transactions. The primary research was conducted through a well- structured questionnaire by the Google form. The study includes digital banking services users of Private Sector Banks in Jaipur city. KEYWORDS: Digital payment, UPI transactions, Customer satisfaction, User experience.
以upi交易为例的数字支付用户满意度研究
银行业界正迅速推广采用网上银行服务,为客户提供方便和高效的增值服务。数字创新和政府倡议,如无纸化和无现金交易,刺激了银行将数字化作为其银行战略的一部分。商业银行推出了许多电子银行产品,以促进无纸化和无现金交易,其中包括自动取款机、移动银行、网上银行、数字钱包和预付卡等支付系统。数字银行已经改变了传统银行业务,并为银行业增加了额外的维度。因此,本研究的目的是探讨用户对UPI交易的满意度水平,确定影响用户对UPI交易满意度的关键因素。本研究采用谷歌表格进行问卷调查。该研究包括斋浦尔市私营银行的数字银行服务用户。关键词:数字支付,UPI交易,客户满意度,用户体验
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