Authors: Akshada G. Shete, Professor Akshay Yeotikar
Abstract: The banking sector in India has undergone a major transformation in recent years due to the rapid growth of digital payment systems. With the spread of smartphones, improved internet connectivity, and strong policy support from the Government of India and the Reserve Bank of India, digital payments have become an essential part of modern financial transactions. Instruments such as mobile banking, internet banking, debit and credit cards, Unified Payments Interface (UPI), and digital wallets have changed the way individuals and businesses carry out payments. These technologies have made transactions faster, more convenient, more transparent, and less dependent on cash. Against this background, the present study titled “A Study on the Role of Digital Payments in the Banking Sector” aims to examine the importance, growth, usage, customer satisfaction, and challenges associated with digital payment systems in India. The main objective of the study is to understand the role that digital payments play in improving banking services and customer experience. The study also seeks to identify the most commonly used digital payment methods, assess customer awareness and satisfaction, and examine the impact of these systems on banking efficiency. In addition, it explores the contribution of digital payments to financial inclusion, cash reduction, and transparent financial practices. The study further attempts to identify the practical difficulties faced by users, including security concerns, technical failures, and lack of digital literacy. In this way, the research aims to provide a clear understanding of how digital payments are shaping the Indian banking environment.
