Customer Satisfaction towards Digital Payment System

Abstract

Digital payment refers to the electronic transfer of money between two parties for the purchase of goods and services using mobile devices, personal digital assistants, and wireless tablets. Rapid advancements in mobile communication technologies have transformed various aspects of daily life, particularly financial transactions. The present study examines the factors influencing customer satisfaction with digital payment systems and analyses how evolving payment options affect customer preferences and decision-making. The collected data were analysed using SPSS version 25 and MS Excel, employing correlation and regression analysis techniques. The findings reveal that customer satisfaction with digital payment systems is influenced by multiple interrelated factors, including security, user-friendliness, transaction speed, transparency, convenience, customer support, and reliability. The study further indicates that digital payment applications such as Google Pay (GPay) and Paytm have emerged as essential financial tools, highly valued by both existing and potential users. The results suggest that banks and payment service providers must proactively enhance customer awareness and understanding of digital payment technologies to improve service delivery. Overall, customer satisfaction remains a critical determinant of success in service-oriented industries, particularly in the banking sector, where trust and reliability are fundamental.