A STUDY ON CUSTOMER INSIGHT

TOWARDS UPI, WITH SPECIAL

REFERENCE
TO NCR REGION
Insha Saifi
B. Com (Hons.)
03314188821
Introduction
Unified Payments Interface (UPI) transforms digital
transactions by consolidating multiple bank accounts into
one mobile application.
- Developed by the National Payments Corporation of
India (NPCI), UPI streamlines fund routing and merchant
payments.
- Aligned with the Reserve Bank of India's vision, UPI
ensures a safe, efficient, and inclusive payment ecosystem.
- Enhanced features such as In-App payments, cross-
screen QR codes, and web-based transactions position UPI
as a cornerstone of India's digital economy.
Literature Review

• Parvesh Deepak Oswal & Prof. Hanmant N. Renushe (2021) Impact of COVID-19 on UPI
Services. According to their study they say that universal access to banking, and
therefore the introduction of biometric sensors in phones can proactively encourage
UPI transactions and findings discovered that the respondent has a positive angle
towards the UPI dealing for ushering in a less-cash society in the Asian country.
• Yash Madwanna, Mayur Khadse & B R Chandavarkar (2021) Discussion on offline UPI in
an introductory manner. what kind of services it can provide to its user and how a user
can access offline UPI is also discussed in this paper, Readers will get enough
knowledge and information about UPI by reading this paper.
• Rishabh Jha & Rohit Kumar (2021) In his study titled “An innovative step for making
Digital payment Effective and factors affecting Consumer perception on the use of UPI”
 1) To know the consumer awareness,
consumer perception and consumer
satisfaction towards UPI
2) To identify the variance between
UPI services and traditional services
3) To know about factors that affects
Objectives the consumer perception towards UPI
4) To find out the level of awareness
of UPI and its adoption by people of
different age groups and income levels
Research Methodology
• Research methodology simply refers to the practical
“how” of any given piece of research. More specifically,
it’s about how a researcher systematically designs a
study to ensure valid and reliable results that address the
research aims and objectives.
• Method of Sampling: Simple Random Sample. In a
“Simple Random Sample” every member of population
has an equal chance of being selected.
• Size of Sample: The size of sample of the study is 70
respondents from the students of age group above 18.
• Tools of Analysis: A questionnaire is created in order to
receive the necessary response required from the
samples to archive the research objectives. Data are
represented using tables and pie chart, bar graph.
 Demographics

From table 5.5, it is clear that out of 70

respondents, 5.3% of the respondents are doing
business, 1.4% are government employee, 2.9% are
home makers, 8.6% are private employees, 5.7% are
professionals and the rest 77.1% are students.
From the graph, it is clear that out of 70 respondents, 97.1%
of respondents will recommend UPI to their friends and
relatives and 2.9% of them not.
From the graph, it is clear that out of 70 respondents, 5.7% of the
respondents face safety and security as a problem while using UPI, 8.5%
of the respondents face authentication problem while using UPI, 40.6%
face network problem, 35.8 % of respondents face pending for verification
problem and 10.4% as others.
 - 92.9% agree that mobile payments are growing.
- 64% use Google Pay for UPI.
-Most users are 20-25 years old and
undergraduates/students.
- Majority are aware of UPI benefits.
- 96.1% agree UPI offers a wide range of banking
services.
Analysis and - 58.6% prefer internet transactions.
- 98.6% have a positive opinion about UPI.
Findings - 77.1% of UPI users are students.
- 62.9% learned about UPI from friends/relatives.
- 40.6% face network issues with UPI.
- 97.1% would recommend UPI.
- 92.9% agree UPI transactions are secure and time-
saving.
- 87.1% agree UPI facilitates transfers from any
point.
- 81.4% agree UPI helps in decision-making.
- 92.9% find UPI easier than traditional methods.
 Respondent’s Details:-

1. Name of the respondent:-

2. Gender
(a)Male b)Female
3. Age group
(a)20-25 b)25-30 c)30-35 d)35-40 e)Above 45
4. Monthly income:
QUESTIONNAIRE
(a) Less than Rs. 25000 (b) Rs. 25000 - 50000
(c) Rs. 50000-1, 00,000 (d) Above Rs. 1, 00,000
5. Education:
(a) No formal education (b) School level (c) Diploma holder
(d) Undergraduate (e) Postgraduate level
6. Occupational status:
(a) Professional (b) Government employ (c) Private employee
(d) Business (e) Home maker
Usage Details:-
1. How long have you been using UPI?
(a) 2 months
(b) 6 months
(c) More than 6 months
2. How did you learn about UPI?
(a) Bank staff
(b) Advertisement
(c) Friends and relatives
(d) Other sources
3. If through advertisement, specify the source of awareness:
(a) Television & Radio
(b) Newspaper & Magazines
(c) Posters and Banner
(d) Pamphlets
(e) Others (Specify)
4. Which UPI mobile application do you use?
(a) PhonePe
(b) Google Pay
(c) Mobikwik
Satisfaction Level-

5. State your satisfaction level towards the following UPI features:

Recharge: [a ] Highly satisfied [b ] Satisfied [c ] Dissatisfied [ d] Highly Dissatisfied
Fund transfer: [a ] Highly satisfied [ b] Satisfied [ c] Dissatisfied [ d] Highly Dissatisfied
Bill payment: [ a] Highly satisfied [b ] Satisfied [c ] Dissatisfied [ d] Highly Dissatisfied
Balance enquiry: [a ] Highly satisfied [b ] Satisfied [ c] Dissatisfied [d ] Highly Dissatisfied
Privacy: [ ] Highly satisfied [ ] Satisfied [b ] Dissatisfied [c ] Highly Dissatisfied
Issues Faced:-
6. What problems have you faced while using UPI? (Select all that apply)
[ a] Safety and security
[ b] Authentication
[ c] Network problems
[ d] Pending for verification
[ e] Others (Specify)
Opinions:-
7. What is your opinion about the service of UPI?
[ a] Very good
[ b] Good
[ c] Poor
8. Would you recommend UPI to your friends and relatives?
[ a] Yes
[ b] No
[ c] If No, state the reasons: [Text field]

Consumer Perception towards UPI:-

9. Please mark your response for the following statements:

Manual banking and online banking
[ a] Strongly Agree
[ b] Agree
[ c] Neutral
[ d] Disagree
[ e] Strongly Disagree
Conclusion

⮚ Digital Evolution: India's transition to digital payments.

⮚ Security Concerns: Impact on UPI adoption.

⮚ Customer Priorities: Convenience, security, and speed.

⮚ Positive Attitude: Especially among educated individuals.

⮚ Challenges: Security concerns and lack of awareness.

⮚ Suggestion: Increase awareness programs for NPIC services.

Recommendations
- Government investment in cashless seminars and TV ads can promote UPI
benefits like cashbacks and discounts.
- Security concerns are key for UPI adoption.
- Improved internet connectivity, especially in rural areas, can boost online fund
transfers.
- E-literacy campaigns are vital for resolving customer issues with digital services.
- Consumer behavior towards UPI is evolving based on daily life trends.
- Challenges like non-credit of money and network issues impact online
payments.
- More awareness programs are needed for NPIC services like UPI and Bharat bill
payment system.
THANK YOU