This study explores NPCI's role in improving user experience and accessibility in digital banking, indicating challenges and insights.
The evolution of digital payments in India has been significantly influenced by the initiatives of the National Payments Corporation of India (NPCI), which serves as the backbone of the country’s retail payment infrastructure. This study explores NPCI’s role in enhancing the ease of banking, with a focus on user experience and accessibility across diverse demographic segments. By examining the design, functionality, and reach of NPCI-enabled platforms such as UPI, IMPS, RuPay, and BBPS, the research assesses how these systems contribute to the simplification and democratization of financial services. The study further investigates challenges related to digital literacy, infrastructural disparities, and user trust that affect adoption and satisfaction. Employing a mixed-methods approach, the research aims to provide actionable insights into the effectiveness of NPCI’s frameworks in promoting inclusive, user-friendly banking solutions. The findings are intended to support the development of strategies that strengthen digital banking engagement and ensure equitable access to financial services across India.
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Harsha et al. (2025) studied this question.
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