Exploring User Experience and Perception of Online Digital Payment Systems

Abstract

Growing internet accessibility, the rise of Internet electronic devices and government initiatives and commitment to transform India into a digital society has rapidly transformed the payment mechanism into a cashless one. This paper explores the user experience and perception of the digital payment system across different demographic profiles. The study seeks to understand the influence of demographic variables on preference for online payments, usage experience, satisfaction levels, security concerns and purchase experience. Gender, education, age and employment status are associated. There is a moderate correlation between the preference for online payments and user experience, security concerns, satisfaction levels and purchase experience. Findings show a broad agreement that online payment systems are generally seen as accessible and easy to use, supporting their widespread adoption. It is also found that there is a strong sense of security among most users, highlighting the effectiveness of online payment systems in safeguarding personal data, reflecting widespread confidence in their security features despite some concerns.