The impact of demographic factors on satisfaction of users for various digital payment methods

Abstract

There has been significant progress in the usage of digital payment methods as alternative payment options instead of using cash. Although a majority of researches are still focusing on factors of adoption of digital payment methods, the present work moved on to the next level by examining users’ present level of satisfaction. Further, this work augmented by investigating the impact of demographic factors (gender, age, education, occupation, marital status and income) on users’ satisfaction with use of various digital payment methods in Amritsar, Punjab, India. A structured questionnaire was used to collect the data from 163 users of various digital payment methods. The data were analyzed using statistical techniques. The results show a significant effect of age, gender, education, occupation, marital status and income of respondents on users’ satisfaction. The results of the present work revealed valuable insight into users’ satisfaction with six prevailing digital payment methods vis-à-vis demographic factors.