Published on: May 2026
A STUDY ON CUSTOMER SATISFACTION ANALYSIS OF MOBILE PAYMENT (UPI) APPLICATIONS
Omkar Kalyan Shingade Vaishnavi Ravindra Shirke Neeraj Nitin Shelar Vivek Harish Kamble
Prof. Gayatri Deokate
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Abstract
The rapid proliferation of mobile payment services, particularly those utilizing the Unified Payments Interface (UPI), has transformed the digital financial ecosystem by enabling instantaneous, round-the-clock transactions. As the user base for these applications expands, customer satisfaction (CSAT) emerges as a critical determinant of platform retention, loyalty, and overall market competitiveness. This paper explores the application of advanced business analytics techniques to holistically measure and predict customer satisfaction within UPI applications. By integrating predictive modeling, natural language processing (NLP), and causal inference, this study proposes a comprehensive framework designed to overcome the limitations of traditional, low-response survey methods. Through a hypothetical evaluation pipeline, we demonstrate how combining unstructured user feedback with structured transactional metrics can yield actionable insights for service providers. Ultimately, this research highlights how data-driven decision support systems can enhance digital resilience, optimize user experience, and drive continuous usage in the highly competitive mobile payment industry.
How to Cite this Paper
Shingade, O. K., Shirke, V. R., Shelar, N. N. & Kamble, V. H. (2026). A Study on Customer Satisfaction Analysis of Mobile Payment (UPI) Applications. International Journal of Creative and Open Research in Engineering and Management, <i>02</i>(05). https://doi.org/10.55041/ijcope.v2i5.427
Shingade, Omkar, et al.. "A Study on Customer Satisfaction Analysis of Mobile Payment (UPI) Applications." International Journal of Creative and Open Research in Engineering and Management, vol. 02, no. 05, 2026, pp. . doi:https://doi.org/10.55041/ijcope.v2i5.427.
Shingade, Omkar,Vaishnavi Shirke,Neeraj Shelar, and Vivek Kamble. "A Study on Customer Satisfaction Analysis of Mobile Payment (UPI) Applications." International Journal of Creative and Open Research in Engineering and Management 02, no. 05 (2026). https://doi.org/https://doi.org/10.55041/ijcope.v2i5.427.
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- •Published on: May 14 2026
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