Santosh Basavaraj


Digital financial services (DFS) have changed the way people do their business transactions. DFS providers always wants to know what factor influence to use the service and stay for a longer period of time. This empirical research paper first explores the various items of consumer attitude towards digital financial services, subsequently factor analysis reduces these various items into few related factors. Researchers also interested to find impact of these factors on the overall satisfaction of customer. We have used structured questionnaire to find the attitude of consumers towards the digital financial service used. We have gathered the information in Indian context; hence this study is away from European/ American context with a sample size of 137 digital financial consumers. We have used multiple regression to test our hypothesis of customer satisfaction. The output of this paper is useful for the digital financial service providers such as paytm, PayPal, freecharge and Bhim app.


Consumer attitude, Digital financial services, Customer satisfaction, Customer retention, Impact analysis.


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