Author(s) :   Dr. Kavita¹, Pooja², Mohit Mohan³

Abstract : Findings from this study look into what makes people happy with Unified Payments Interface (UPI) systems. It focuses on things like the quality of service, how easy they are to use, and how quickly deals can be completed. As part of multiple regression analysis, the links between these factors and total customer happiness are looked at. As part of this study, 385 UPI users from all over India were sent an organized questionnaire with questions. The research shows that transaction speed (² = 0.412, p < 0.001) is the best way to tell if a customer is satisfied for sure. Next in terms of value is how easy it is to use (² = 0.351, p < 0.001), and then the quality of service (² = 0.287, p < 0.001). This study adds to the body of research on digital payments by showing how real-world factors affect the happiness of UPI system users. People who work in fintech and government who want to get more people to use digital payments should think about this because it will lead to good things.

Keywords: UPI, customer satisfaction, service quality, convenience, transaction speed, digital payments, fintech.

DOI: 10.61161/ijarcsms.v13i11.2

Pages : 21-27

*Authors are invited to submit papers through E-mail at editor.ijarcsms@gmail.com