CUSTOMER PERCEPTION AND SATISFACTION WITH ONLINE PAYMENT APPS IN PERAMBALUR DISTRICT

Abstract

The rapid adoption of digital payment systems has revolutionized the way consumers transact, especially in urban centers like Perambalur District. Online payment apps have gained immense popularity due to their convenience, speed, and security. However, understanding customer perception and satisfaction with these apps remains crucial for service providers to enhance user experience and retention. This study aims to assess customer perception and satisfaction with online payment apps in Perambalur District by examining factors such as ease of use, transaction security, reliability, user interface, and customer support. A structured questionnaire was designed and administered to a diverse sample of users in Perambalur District, collecting data on their experiences and satisfaction levels. The study employs both descriptive and inferential statistical methods to analyze the data and identify key determinants of customer satisfaction. Findings from this research indicate that while users appreciate the convenience and speed of online payment apps, concerns regarding data security and occasional technical glitches remain significant barriers to satisfaction. This study provides valuable insights into the factors influencing customer perception and satisfaction, thereby helping payment app developers and service providers enhance their offerings. Recommendations for improving user experience and addressing customer concerns are also discussed. The findings contribute to the existing body of literature on digital payments and provide a framework for future research in urban settings.