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

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.