JJEM: Special Edition 4 (May 2025)
JJEM: Special Edition 4 (May 2025)
2025-05-31
The Impact of Digital Payment Systems on Consumer Behaviour and Business Operations in Online Food Delivery Services in India
Prof. Sanjay Pattanshetty, Dr. Srinivasa Murthy B.V
This study explores the impact of digital payment systems on consumer behaviour and business operations in India's online food delivery sector. It focuses on three objectives. Identifying drivers of consumer adoption, evaluating the influence on consumer behaviour and satisfaction, and assessing operational effects on businesses. The widespread adoption of digital payments in India, driven by initiatives like Digital India and increased mobile and internet penetration, has transformed the food delivery industry. Key drivers for consumer adoption include convenience, security, trust, and technological readiness. Systems like UPI, mobile wallets, and QR codes are shaping consumer behaviour by increasing order frequency, boosting spending, and shifting preferences toward cashless transactions. For businesses, digital payment systems improve payment processing, streamline revenue management, and enhance logistics, resulting in higher customer satisfaction and retention. Despite challenges like fraud prevention and transaction costs, the advantages of digital payments present significant growth opportunities for businesses. Overall, the study highlights the transformative role of digital payment systems in driving consumer engagement and operational efficiency in India's online food delivery market, offering insights for businesses seeking to capitalize on these technological advancements.
Digital Payment Systems, Consumer Behaviour, Online Food Delivery, Consumer Adoption, Business Operations.