Publication

Abstract : After demonetization on November 8th, 2016, India saw an increased use of different internet payment systems for money transfer through various devices. NPCI (National Payments Corporation India) launched Bharat interface for Money (BHIM) an application run on UPI (Unified Payment Interface) in December 2016 to cater the growing online payment needs. The different modes of digital payments saw a drastic change in usage in the last 2 years. Though technological innovations brought in efficiency and security in transactions, many are still unwilling to adopt and use it. Earlier studies related to adoption, importance of internet banking and payment systems attributed it to some factors which are linked to security, ease of use and satisfaction level of customers. The purpose of this study is to unfold some factors which have an influence on the customer satisfaction of BHIM application. The study was conducted using data collected from 130 users of (prior and current users) BHIM application. The analysis gives an understanding, that factors which can influence the intensity of customer satisfaction of BHIM application are speed of transaction, perceived ease of use, security and customer service. Though all the factors are related to customer satisfaction, the intensity of relationship is stronger for speed of transaction