A Study on Customer Awareness and Utilization of UPI Payment Services

Abstract

Unified Payments Interface (UPI) has become an important digital payment facility in India, providing customers with a quick and convenient method for transferring money and making various payments through mobile devices. This research evaluates users’ knowledge of UPI facilities, their transaction habits and their views on the ease of making digital payments. The study adopts a descriptive research design. Primary data were collected from 233 valid respondents through a structured questionnaire using convenience sampling. A total of 250 questionnaires were distributed, of which 235 were collected and 233 valid responses were considered for the final analysis. The collected responses were examined using percentage analysis, descriptive statistics, chi-square test, ANOVA and correlation analysis. The study examines customers’ awareness of UPI features, utilization patterns, monthly transaction value and problems faced while using UPI services. The findings indicate that customers have varying levels of awareness and utilization of UPI services. A significant positive relationship was found between age and monthly UPI transaction value. Significant associations were also found between occupation and place of residence and between income and place of residence. The study suggests increasing customer awareness, improving digital literacy and providing simple instructions regarding safe and effective use of UPI services.