ShodhPatra: International Journal of Science and Humanities

A Study on Impact of Digital Payment Services on Consumer Satisfaction

In recent years, digital payments have quickly spread throughout the Indian economy. This rapid growth has been attributed to a number of factors, including coordinated efforts by policy makers (RBI & Government), rapid evolution in payment infrastructure from both the supply side (POS Terminals, ATMs, QR Codes, etc.) and demand side (Cards, UPI, Fast Tag, etc.), network infrastructure (Mobile Telephony, 4G, Internet, etc.), and consumer centricity (Frauds, System Uptime, Ease of Use, etc.). When it comes to choosing how to pay for a transaction, consumers have more options than ever before. They have more options now than just cash. Since consumer behavior is evolving quickly, this study attempts to comprehend how digital payments affect Indian consumers' purchasing decisions and consumer satisfaction level. The objective of the study is to study the factors influence to adopt digital payment services among customers and to evaluate customer satisfaction towards digital payment services. The research design was qualitative, quantitative, mixed methods. Researchers use various methods to collect data, such as surveys, interviews, observations, experiments research. Sampling size is 50. To analyze the data and make inferences, the researchers employ statistical or qualitative analysis tools. This could entail manually coding qualitative data or using programs like SPSS.