Author(s): Raghavendra Babu, Dr. Mahesh. K
India's retail payment ecosystem has been profoundly transformed by digital payment technologies, with UPI (Unified Payments Interface) playing a central role. This study examines UPI's performance and it’s impact on customer satisfaction in the retail sector. It focuses on convenience, perceived security, and ease of transactions in explaining consumers' satisfaction and intention to use UPI. A quantitative approach was used, and 250 retail customers who regularly use UPI for retail transactions provided primary data via a standardized questionnaire. Multiple regression analysis, Pearson correlation, reliability analysis, and descriptive statistics were employed. The results demonstrate that customer payment experience and satisfaction are positively and strongly correlated with convenience, security, transaction speed, and ease of use. The most important factors were transaction speed, convenience, usability, and security. The findings also imply that the intention to continue using UPI is associated with a favorable payment experience. Based on the Unified Theory of Acceptance and Use of Technology (UTAUT) and the Technology Acceptance Model (TAM), the study provides insight into how consumers respond to digital payment services. These findings carry practical implications for payment service providers, retail businesses, financial institutions, and policy makers aiming to improve payment quality, reliability, and consumer trust in digital payments.