Authors: S.Manjula, Dr.S.Krithiga Maheswari
Abstract: This study examines the adoption and usage patterns of online payment applications, emphasizing the influence of demographic factors, perceived convenience, ease of use, trust, and security. Data were collected from 200 active users through a structured questionnaire and analyzed to identify key determinants of adoption and continued usage. Results indicate that age, income, education, and location significantly shape usage frequency, while convenience, trust, and security perceptions strongly drive sustained engagement. Customer satisfaction was found to positively impact retention and loyalty, reducing switching tendencies. The findings provide actionable insights for service providers to optimize user experience, build trust, and strengthen long-term customer relationships.
