Page 159 - IMDR JOURNAL 2023-24

IMDR’s Journal of Management Development & Research 2023-24

As per the survey conducted the findings show that the majority prefer to use google pay for making online
transaction, next they prefer using BHIM, prefer phone pay, prefer Paytm, certain use none of the UPI app,

payzapp, apple pay. This signifies that the majority of the respondents use google pay as their go to UPI app.

As per our finding People prefer Google pay the most due to following reasons:

 Easy to use

 User friendly interface
 Quick real time payments

 Instant reflections

 Better customer care
As per our findings it has been observed that the users face various challenges while using UPI apps, and also

show that one user faces multiple issues.

The commonly faced challenges while using UPI are as follows:
 Technical glitches

 Internet connectivity issues
 Limited customer support

 Long refund process

 Compatibility issues
 Transaction limit issue

 Security concerns

It has been observed that users more frequently experience the problem of technical glitches, internet

connectivity, limited customer service while transaction limit, compatibility issues & long refund process are
some less commonly faced problems.

The findings shed light on the fact that the following are a few obstacles faced while using UPI.
 Fear of the UPI apps selling sensitive financial information banks server issues.

 Illiterate/Differently Abled people unable to use, as there is no voice command available.

 Cannot send money overseas, unable to pay.
 Separate entries are not made in Bank Account Statement.

From the responses collected, people face several issues, most of which are technical glitches

 Money being debited from the account but payment being unsuccessful
 Not receiving OTP within the time limit.

 Aadhar authentication takes a long time.