STUDY ON DIGITAL PAYMENT AND ITS

EFFECT OVER CUSTOMER SATISFACTION

KUNAL KUMAR GUPTA
REGISTRATION NO: 21100402028
UNDER THE SUPERVISION OF DR. MAHENDRA SINGH

Department of Business Administration

Central University of Jharkhand, Brambe, Ranchi
INTRODUCTION

Digital payment system is a payment system in which monetary value is digitally

transmitted between two entities. An entity can be a bank, business, government or a
consumer.

Cashless payment businesses have grown rapidly in India as a result of rising internet and
smartphone usage as well as aggressive government attempts to promote digital payments.
IMPORTANCE

• Digital payment systems entail online financial transactions that utilize some
form of a digital financial device, such as e-tokens, e-cash and checks.
• Digital payment systems present a number of benefits to both individuals and
businesses.
NEED

• Growing popularity of digital payment.

• Importance of customer satisfaction.
• Need for improvement
• Changing consumer behaviour.
• Impact on trust.
SCOPE

• Understanding the current landscape of digital payment methods and their adoption rates
among customers.
• Exploring the factors that influence customers’ decisions to use digital payment methods,
such as convenience, security, and ease of use.
• Investigating the impact of digital payment methods on customer satisfaction, including
factors such as speed of payment, ease of transaction, and overall user experience.
• Analysing the effects of digital payment methods on customer loyalty, retention, and trust.
• Identifying the potential barriers to adoption of digital payment methods and strategies to
overcome them.
OBJECTIVES

• To study customers of the present and future benefits that can be derived from using an
online payment system.
• To determine the subject associated with the electronic payment system and the solution
for each individual consumer
• To study which e-payment systems individuals use for different types of purchase.
RESEARCH METHODOLOGY

• It was a qualitative as well as quantitative research.

• Date collection method: primary- questionnaire through Go o gle form.
• I have chosen questionnaire method because of its easier to collect and
analyze data for this research and more accurate.
• Types of respondent: student, employed, self employed, home maker.
• Sample size will be about 209
FINDING OF THE STUDY

• E-payment make an ease in individual life.

• E-payment help in developing economy of the country by making the investment online
and creating digi-locker.
• Many customers reported that digital payment options have made their transactions faster
and more efficient, allowing them to complete purchases quickly and easily.
• Digital payment methods can also improve the efficiency of transactions and reduce
errors.
CONCLUSION

• This study primarily showed that there are variations between private and public
platforms for offering services related to cashless payment mechanisms, in addition to
those regarding client impressions of using the same. Although the current study has
found that services like Pay tm, Google Pay, Phone Pay, BHIM, etc. and other UPI
payment services have a significant impact on consumer satisfaction, there are disparities
in terms of their application, availability, and functionality.
THANK YOU