User Perception on Benefits and Problems Associated with Digital Fintech Services in Maharashtra, India

Anoop Mishra, Vidyavati Ramteke () and Hemraj Shobharam Lamkuche
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Anoop Mishra: Symbiosis Centre for Information Technology, Symbiosis International (Deemed University)
Vidyavati Ramteke: Symbiosis Centre for Information Technology, Symbiosis International (Deemed University)
Hemraj Shobharam Lamkuche: VIT Bhopal University

A chapter in New Paradigms of Business Management in the Era of Analytics, Sustainability and Innovation, 2025, pp 269-284 from Springer

Abstract: Abstract In the financial world, modern technology is becoming increasingly important. The authors focus this review on e-wallet and online payment research, a component of an e-payment system, to determine how people use it. This study looks at the aspects influencing customer satisfaction in the mobile banking dimension of service quality, such as security, design, ease of use, and application system of digital wallets and mobile banking users in India. The methodology focuses on more than 300 respondents who use digital wallets and mobile banking applications in Maharashtra, India. This article also reveals that client happiness is influenced by many factors when using digital wallets and mobile banking services. The outlined strategy and system assist in making additional decisions related to building trust in digital wallet and mobile banking application systems, a critical component impacting consumer happiness. The findings indicate that to overcome the major flaws, digital payments must possess certain security qualities, such as availability, authorization, integrity, non-repudiation, authentication, and confidentiality. Presently, digital payment security issues are usually more complex to resolve than existing internet security issues. These findings may aid digital transaction suppliers in enhancing their security approaches by identifying and closing security flaws, which are required for appropriate services and come up with better products.

Keywords: Digital payment; Fintech; User perception; Digital wallet; NPCI (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/978-981-97-7030-4_17

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