CUSTOMER SATISFACTION OF GOOGLE PAY UPI PAYMENT APPS

Abstract

Digitization and Go cashless scheme has been extensively pushed by the Indian government to regularize and smoothen the cash transaction after demonetization. The demonetization consequences give extraordinary growth in digital payment such as E-banking, Mobile banking, Card transaction etc. Unified Payments Interface (UPI) is one of the fastest growing digital payment system through which a user can both send and receive money through a Virtual Payment Address (VPA). Uniqueness of UPI over other digital payment methods like 24*7 and 365 days availability, Easy and convenient to use and secure gateway attracts the customers of service sector. This research was mainly focused to study the customer perception (service sector) towards the awareness and adoption of UPI systems in Indore region. For this research primary data was collected through structured Questionnaire contains 5 point likert scale from service sector and secondary Data collected from Government Reports, Website etc. This research concludes with aspects of awareness and adoption of UPI through comparison between gender, age and occupational data of customers. The results of this study add to our knowledge about acceptation of UPI and its usefulness in cashless and immediate transactions that influence young male customers who belongs to service sectors. The research concluded that customer of service sector is more swing towards the adoption of UPI and there is significant difference found male and female customers towards the adoption and use of UPI.