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@article{192731,
        author = {Dr. P. SARAVANA KUMAR and Ms. P. KEERTHANA},
        title = {IMPACT OF ONLINE PAYMENT APPS ON CUSTOMERS BEHAVIOR AND SATISFACTION IN ERODE, TAMIL NADU},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {9},
        pages = {2329-2338},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=192731},
        abstract = {Online payment apps are digital platforms that enable users to make fast, secure, and cashless transactions using smartphones or other devices. They facilitate payments for shopping, bill payments, fund transfers, and services, offering convenience, rewards, and ease of use while promoting digital and financial inclusion. The increasing use of select online payment apps has significantly influenced customers’ purchasing behavior by promoting convenience, speed and cashless transactions. These apps have reshaped spending patterns and payment preferences across different customer segments whereas factors such as security, ease of use and reliability play a crucial role in determining customer satisfaction. Despite the widespread use of select online payment apps, customers experience varying levels of satisfaction due to issues such as security, usability, and transaction reliability. Accordingly, this study aimed to examine the impact of select online payment apps on customers behavior and satisfaction in Erode, Tamilnadu. A descriptive research design was adopted to systematically achieve the objectives of the study. The required data were collected from both primary and secondary sources. The study population comprised customers using online payment apps in Erode district, from whom 163 respondents were selected using a random sampling technique. The primary data were gathered through a structured questionnaire consisting of demographic details and statements relating to customers’ behavior and satisfaction towards select online payment apps, measured on a five-point Likert scale. The collected data were coded, tabulated and processed using MS-Excel, and further analyzed using statistical tools such as percentage analysis, mean, standard deviation, Analysis of Variance (ANOVA) and linear regression analysis with the help of SPSS version 26.0. Appropriate null hypotheses were formulated and tested to examine significant differences in mean impact of online payment apps on customer behavior and satisfaction with respect to selected independent variables. This study noticed that high level of online payment apps on customer behavior is perceived by the respondents who belong to 21-30 years of age group and using GPay for online payment. Also, maximum level of online payment apps on customer satisfaction is perceived by the respondents spent above Rs.30,000 per month and have been using online payment apps for above 6 years.},
        keywords = {Online Payment Apps, Customer Behavior, Customer Satisfaction, Cashless Transactions, Mobile Wallets, Security Concerns, User Convenience.},
        month = {February},
        }