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@article{205176,
        author = {Daniel Glance Danny and Dr. K. Pradeep Reddy},
        title = {Customer Satisfaction Towards Digital Payment Platforms: A Comparative Study of Paytm and Google Pay Among Urban Users},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {1},
        pages = {5395-5402},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=205176},
        abstract = {The rapid expansion of digital payment technologies has transformed financial transactions in India, particularly within urban regions characterized by widespread smartphone adoption and internet connectivity. This study examines customer satisfaction with two major digital payment platforms, Paytm and Google Pay, among urban consumers in India. The research evaluates user experiences across dimensions such as usability, transaction speed, security, rewards, interface design, and customer support. A structured questionnaire was administered to urban users, and the responses were analysed using descriptive statistics. The findings reveal that Google Pay is generally preferred for its simple interface, faster transaction processing, and smoother user experience, whereas Paytm is valued for its broader ecosystem of services, including bill payments, ticket bookings, wallet functionality, and financial products. The study also identifies security, reliability, customer support, and rewards as critical determinants of user satisfaction. The research contributes to the growing body of literature on digital payment adoption and offers practical recommendations for fintech companies and policymakers seeking to improve customer engagement and service quality.},
        keywords = {Customer Satisfaction, Digital Payments, Google Pay, Paytm, UPI},
        month = {June},
        }