A Study on Consumer Behaviour Towards UPI Payment System in Delhi NCR

Abstract

This study investigates the factors influencing the adoption of India’s Unified Payments Interface (UPI), a real-time interbank transaction platform. It hypothesizes that convenience, security, transaction speed, consumer trust, satisfaction, and demographic factors (age, income, education, occupation) significantly impact UPI usage. Employing a descriptive research design, the study surveyed 51 users in the Delhi NCR region via a structured questionnaire. Findings reveal high UPI adoption among young, educated individuals in lower income brackets, primarily driven by transaction speed and ease of use. While major apps like PhonePe and Google Pay dominate, a notable 92.2% of users use UPI daily, and 98% perceive it as faster than traditional methods, significantly reducing cash reliance. Despite occasional transaction failures, users generally express high trust in data privacy. The research concludes that UPI is deeply integrated into daily financial habits, although opportunities exist to expand its reach to older and higher-income demographics, improve technical reliability, and enhance digital literacy.