ADVANCED TECHNOLOGY ADOPTION IN MOBILE PAYMENTS: CUSTOMER INSIGHTS ON UPI USAGE IN TIRUCHIRAPPALLI

The rapid proliferation of mobile payment systems in India has been significantly accelerated by the adoption of the Unified Payments Interface (UPI), a real-time payment platform developed by the National Payments Corporation of India (NPCI). UPI has revolutionized digital transactions by offering instant fund transfers, interoperability across banks, and user-friendly mobile applications. This study investigates the adoption of advanced technology in mobile payments, focusing specifically on UPI usage from customers’ perspectives in Tiruchirappalli District, Tamil Nadu. The research aims to understand the key drivers, challenges, and behavioural patterns influencing UPI adoption among local consumers. A structured questionnaire was administered to a purposive sample of 200 respondents representing diverse demographic groups, including students, working professionals, and small business owners. The data was analysed using descriptive statistics, correlation analysis, and regression techniques to identify the impact of perceived ease of use, perceived security, trust, and convenience on adoption intentions and continued usage. The findings reveal that ease of use and transaction speed are the most influential factors motivating UPI adoption, while security concerns and occasional technical glitches remain notable barriers. Moreover, younger consumers demonstrate higher adoption rates, indicating generational differences in technology acceptance. The study highlights that government initiatives promoting digital literacy, coupled with banking sector innovations, have significantly boosted consumer confidence in mobile payment technologies. However, persistent issues such as cyber fraud risks, unreliable internet connectivity in semi-urban areas, and lack of awareness among older age groups hinder complete penetration. This research contributes to the growing literature on digital payment ecosystems by providing region-specific insights into UPI adoption, offering practical implications for banks, fintech companies, and policymakers to enhance user experience and trust. Strengthening transaction security, improving user education, and ensuring reliable infrastructure are critical for sustaining UPI growth in Tiruchirappalli and beyond.