V3I7P47

A Study on Customer Payment Behaviour and Transaction Patterns of PhonePe Users in Bengaluru City

Surabhi S^1*

Abstract

The current research will focus on analysis of customers’ payment behaviour and transaction trends by PhonePe users in Bengaluru City. Due to the increasing pace of advancement in technology, increasing use of smartphones, and increasing cashless transactions in India, digital payment services have gained immense importance in our daily transactions. The research seeks to understand customer transaction behaviour and identify the key factors which influence customers in adopting and using PhonePe. The study will follow descriptive and quantitative approach, and the data will be collected primarily through survey conducted on the basis of structured questionnaires distributed to the PhonePe users in Bengaluru City. The results reveal that majority of customers regularly use PhonePe service for their daily transactions including money transfer, bill payments, and UPI payments. Transaction patterns related to transaction value and timing are also discussed in the study. Additionally, the study brings to light some issues and obstacles including security risks, technical problems, and lack of better customer support and new features. The findings are beneficial for digital payment service providers, banks, and policy makers in helping improve customer experience, engage customers, and develop the Indian digital payments ecosystem.

Keywords:

Digital Payments, PhonePe, Customer Payment Behaviour, Transaction Patterns, UPI, Digital Payment Adoption, Customer Satisfaction, Bengaluru City