Digital Payments Transformation in India: Trends, Issues, and Opportunities

Abstract

The purpose of this chapter is to examine the integration of technology-based solutions in the Indian banking industry, driven by the need for contactless services and addressing operational issues and customer complaints post-Covid-19. The study utilizes archival and observational research, drawing data from the internet to understand the changes in the acceptance and use of digital payments in India. The findings suggest that digital payments are poised for growth due to the increasing acceptance and popularity of personal device-based banking services. However, the limitations of the study restrict its applicability to the Indian context. The practical implications highlight the importance of technology in improving banking operations and efficiency, while the social implications emphasize the shift in people's mindset toward accepting and utilizing technology for everyday banking activities. This chapter also discusses government initiatives aimed at resolving issues and customer complaints arising from the increased use of technology in the banking industry. This chapter contributes to the understanding of the evolving digital payment scenario, technology-based banking services, and the payment infrastructure in India.

Citation

Dhore, A., Joshi, V.D., Khan, A.H. and Baral, S.K. (2023), "Digital Payments Transformation in India: Trends, Issues, and Opportunities", Islam, Q.T., Goel, R. and Singh, T. (Ed.) Fostering Sustainable Businesses in Emerging Economies, Emerald Publishing Limited, Leeds, pp. 247-257. https://doi.org/10.1108/978-1-80455-640-520231015