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A STUDY ON THE KEY FACTORS INFLUENCING UPI ADOPTION AND USER SATISFACTION AMONG SMALL RETAILERS IN KARNATAKA
Authors
KAVYA M,Dr. MANOJ KUMARA N V
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Keywords
UPI, Digital Payments, Small Retailers, Behavioral Intention, User Satisfaction, Karnataka
Abstract
This study examines the impact of Unified Payments Interface (UPI) and digital payment systems on the financial behaviour of small retailers across five districts in Karnataka. As digital payment adoption accelerates in India, understanding the behavioural patterns and satisfaction levels of small business users is critical for driving financial inclusion and digital transformation. The study aims to identify the key factors influencing behavioural intention, actual usage, and user satisfaction with UPI services. A descriptive research design was adopted, utilizing primary data collected from 400 small retailers through structured questionnaires, supported by secondary data from RBI, NPCI, and economic reports. Statistical tools such as descriptive statistics, one-sample t-tests, and ANOVA were used for analysis. Results show that ease of use, smartphone comfort, cashback incentives, and peer recommendations significantly impact adoption. User satisfaction is influenced by app usability, transaction speed, customer support, and trust in service providers. Gender and location emerged as major demographic influencers, while age had limited effects. The study concludes that strengthening digital infrastructure and enhancing service quality are vital to encourage consistent UPI usage among small retailers. Future research can explore UPI usage among other business segments, assess the long-term impact of digital incentives, and compare adoption patterns between rural and urban markets to guide policy and fintech innovations.
IJCRT's Publication Details
Unique Identification Number - IJCRT2508083
Paper ID - 291147
Author type - Indian Author
Page Number(s) - a733-a742
Pubished in - Volume 13 | Issue 8 | August 2025
DOI (Digital Object Identifier) - https://doi.org/10.56975/ijcrt.v13i8.291147
No Of Downloads - 146
Author Country - India, 571438, MANDYA, MANDYA, 571438, Management All
Publisher Name - IJPUBLICATION | www.ijcrt.org | ISSN : 2320-2882
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KAVYA M,Dr. MANOJ KUMARA N V, "A STUDY ON THE KEY FACTORS INFLUENCING UPI ADOPTION AND USER SATISFACTION AMONG SMALL RETAILERS IN KARNATAKA", International Journal of Creative Research Thoughts (IJCRT), ISSN:2320-2882, Volume.13, Issue 8, pp.a733-a742, August 2025, Available at :http://www.ijcrt.org/papers/IJCRT2508083.pdf
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