Abstract
This study examines customer satisfaction with Google Pay's UPI payment platform, aiming to provide insights into users' perceptions, preferences, and experiences. The research adopts a mixed-methods approach, combined quantitative survey data from a diverse user base and qualitative interviews with selected participants. Key findings reveal high levels of satisfaction with Google Pay's user-friendly interface, seamless transaction process, and security measures. Users appreciate the convenience and ease of conducting UPI transactions through the platform. However, concerns around data privacy and occasional technical glitches emerged as areas for improvement. The study contributes to a deeper understanding of customer satisfaction in the context of digital payment platforms, offering valuable insights for Google Pay's ongoing enhancements and the broader fin tech industry. Primary data was collected through a structured questionnaire with a 5 point Likert scale, supplemented by secondary data from government reports and websites. The research findings shed light on Google pay awareness and adoption across different genders, age groups, and occupations. Ultimately, the study highlights the significance of Google pay for swift and cashless transactions, especially among young male customers in the service sector. It's evident that Google pay adoption is stronger among service sector customers, with a noticeable divergence between male and female customers in their adoption of Google pay.
Keywords- Customer, customer satisfaction, digital payment app, Software.
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