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@article{188919,
        author = {SARANIYA S and Dr. B. KANAGARAJ},
        title = {Customer Perception and Behavioral Orientation towards Plastic Currency},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {7},
        pages = {4179-4184},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=188919},
        abstract = {This research examines customer satisfaction with plastic currency in India, analyzing the determinants of user experience in the post-demonetization and Digital India era. The study explores how key factors such as perceived ease of use, security concerns, digital infrastructure accessibility, financial literacy, and quality of customer support shape overall satisfaction. While adoption is driven by convenience, incentives, and contactless necessity, significant disparities persist. Findings indicate that demographic variables including age, income, and geographic location create uneven satisfaction levels, with security anxieties and complex terms inhibiting trust, particularly among older and rural users. The research utilizes primary data to identify critical gaps between consumer expectations and service delivery. It concludes with actionable insights for financial institutions and policymakers to enhance transparency, improve financial education, strengthen security frameworks, and ensure inclusive digital infrastructure, thereby fostering greater trust and promoting sustainable financial inclusion through plastic currency.},
        keywords = {Plastic currency, Customer satisfaction, Digital payments, Financial inclusion, Security perception, Demographic analysis, Digital India.},
        month = {December},
        }