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@article{192837,
        author = {Sowmya. S and Dr. M. Ganesh Babu},
        title = {Digital Disruption: Assessing the Impact of E-Service Quality on Payment Banks},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {9},
        pages = {3461-3466},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=192837},
        abstract = {The purpose of this study is to look into how e-service performance affects consumers' adoption, usage, and general satisfaction with payment banks in Bangalore. The goal of the research is to better understand the elements that lead to satisfying e-service encounters in order to give payment banks useful information that will improve their business practices and customer service. Convenience sampling method was applied to arrive at a sample size of 200 within the geographical limits of urban Bangalore. Structural equation modelling was applied to test the proposed research model through TAM in adopting UPI payment among the payment bank customers. Usage intention is the most influencing factor on the actual usage within the model. This research can improve and broaden the Technology Acceptance Model (TAM) theoretical framework by offering empirical support for the links among e-service quality, perceived usefulness, perceived ease of use, and customer outcomes in the context of payment institutions. Payment banks have to acknowledge that client acquisition and retention are heavily dependent on the quality of their e-services.},
        keywords = {Technology Adoption Model (TAM), Payment banks, E-Service quality, and Customers},
        month = {February},
        }