A STUDY ON CUSTOMER SATISFACTION OF UPI WITH REFERENCE TO COIMBATORE CITY

Abstract

The Unified Payments Interface (UPI) is a digital payment architecture rolled out by National Payments Corporation of India (NPCI) using advanced digital payment features with mobile phone as the main device. This study is surveyed with 103 respondents. The objective of this study is to know the customer preference, level of satisfaction towards the UPI scheme and to study the problems faced by customers in using UPI Scheme. Customers are distinctly classified into the different clusters based upon their level of satisfaction of the services rendered to them. It is inferred that the significant value is less than 0.05 for all the factors which means that there is significant difference among the clusters. Also, the quality of the cluster is tested with a two-step cluster analysis which shows <Good= quality of segmentation of customers based on their level of satisfaction. The study also reveals that users of UPI have a strong positive Satisfaction towards technology used in banking which is reflected in their adoption and usage of the same whereas non users clearly exhibited their disinterest and ignorance in using various technology driven banking channels.