A Study on Customer Satisfaction towards Digital Payment Applications in Coimbatore City

This study examines customer satisfaction towards digital payment applications in Coimbatore city. The rapid growth of smartphone penetration and internet connectivity has accelerated the adoption of digital payment platforms such as Google Pay, PhonePe, Paytm, BHIM, and PayZapp. Digital payment systems have become an integral part of daily life, especially after demonetization and government-driven initiatives like Digital India and UPI. This study investigates awareness, usage frequency, satisfaction levels, perceived benefits, and challenges associated with digital payment applications among 100 respondents in Coimbatore city. Primary data was collected through structured questionnaires and analyzed using percentage analysis and Garrett ranking technique. The study finds that a majority of users, particularly in the 18–25 age group, are satisfied with digital payment apps and frequently use Google Pay for transactions. Key benefits identified include time savings, convenience, and ease of use. Major challenges include network issues and data security concerns. The study recommends improving app infrastructure, strengthening security frameworks, and educating users to enhance overall satisfaction.