This study investigates factors that influence consumers' intentions to adopt the Unified Payments Interface (UPI) digital payment system in India. The study uses a survey of 200 UPI users and applies the Technology Acceptance Model (TAM) as a framework to develop hypotheses about the impact of perceived trust, perceived risk, perceived ease of use, and perceived usefulness on behavioral intention. Statistical analysis of the survey data shows that perceived trust, perceived risk, and perceived usefulness have a significant impact on behavioral intention, while perceived ease of use does not have a significant impact. The study aims to identify key factors influencing UPI adoption and their relationships in order to help promote further adoption of UPI.

1. Banking Innovation ISBN 978-93-93996-89-3 135
11
AN EMPIRICAL INVESTIGATION OF UPI ADOPTION:
USING TAM FRAMEWORK
KIRAN MISHRA
Research Scholar
University of Calcutta, Kolkata, India
Abstract
UPI system combines various bank accounts, smooth transferring
of funds, and peer to peer or merchant payments under one roof,
allowing them to be accessed through a single mobile application
from any participating bank. The RBI and the government have a
strong desire to create an affordable, simple, trustworthy digital
method of payment for the vast majority of the nation, which is
where UPI's general significance comes from. The RBI and the
NPCI have worked incredibly hard to promote the ethos of
electronic payments. UPI transactions are growing more
frequently due to their ease, lack of expenditure, and other
factors. This study attempts to discover and investigate important
variables that influence the choice of whether to use UPI. To
examine user acceptance of UPI, the well-known theory of
Technology Acceptance Model (TAM) is utilized. This research
develops an empirical model for UPI acceptance. The proposed
hypothesis and the model are tested using survey data from
various users of UPI. The outcome of the data analysis
demonstrates that there is no statistically significant association
between users' perceived ease of use and behavioral intention
towards adoption of UPI. However, factors such as perceived
usefulness, perceived trust, and perceived risk have a significant
impact on the behavioral intention towards adoption of UPI.
Keywords: UPI, RBI, National Payments Corporation of India
(NPCI), User Acceptance, Technology Acceptance Model (TAM),

2. Banking Innovation ISBN 978-93-93996-89-3 136
Perceived Trust, Perceived Risk, Perceived Ease of Use,
Perceived Usefulness, Behavioral Intention.
Introduction
People are required to have a greater understanding of digital
financial transaction activities (Financial Technology) when using
payment gateways due to the rapid expansion of the technology
sector. E-commerce was started and developed first, prior to the
current development of financial technology innovation. Digital
financial transaction services were introduced in response to the
need for a quick and secure payment system [Sapturi, 2020].
With the introduction of the Unified Payment Interface (UPI),
India has made significant progress towards becoming a cashless
nation. With the new advanced payment system, you don’t need
to carry any cash or card. The instantaneous transfer and receipt
of money has also been made feasible. The Indian payment
system has been witnessed a drastic change in last few years as a
result of demonetization and technological upgradation. The
adoption of one click payment is influenced by the simple
accessibility of internet connections, one tap utilisation, and
security of financial transactions. Therefore, the Government of
India developed one significant product, the "UPI" (Unified
Payment Interface), to maximise this benefit of smart phones and
technology and to create a platform for cash-free and transparent
monetary transactions. Based on the IMPS technology, NPCI
developed the straightforward payment instrument known as UPI.
UPI functions as an email ID for money and can be used on a
smart phone. It operates with a single click and enables Virtual
Payment Address (VPA) as a payment identification for
transferring money [Indoria & Devi,2021]. Immediate Payment
Service (IMPS), which is used for money transfers, is the
foundation for UPI payment. It is accessible 24/7, including on
holidays, because it is a digital payment system. UPI withdraws
and deposits money immediately from the bank account whenever
a transaction is requested, in contrast to conventional mobile

3. Banking Innovation ISBN 978-93-93996-89-3 137
wallets, in which user need to deposit certain amount of cash in
their own accounts. It makes use of a Virtual Payment Address (a
special ID given by the bank), an Aadhaar number, an Account
Number with IFS Code, a phone number with Mobile Money
Identifier (MMID), or a single-use Virtual ID. Each payment must
be confirmed using a Personal Identification Number (PIN) for
mobile banking. There is disagreement among bankers on the
imposition of such fees because the decision to impose
transaction fees for UPI is left up to the banks as a policy matter.
The adoption of UPI, in the opinion of many bankers, will be
hampered by transaction fees [Patil, 2018].
Literature Reeview
Akhila Pai H (2018) investigated the usage, acceptability, and
likelihood of utilizing smartphones to conduct financial
transactions. Smart phones and internet access are becoming more
widely used, which has boosted the number of people using
digital wallets. The use of a digital wallet is becoming more and
more popular among consumers. Young people, including
employees and students, are becoming more and more
accustomed to using digital wallets. According to the report,
Paytm is the best wallet provider overall. Users using digital
wallets to make online payments are impacted by a number of
different issues. Security concerns are one of the key challenges,
which makes people concerned about the potential disclosure of
their private information. Therefore, the makers of digital wallets
must comprehend and live up to the trust and expectations of their
customers.
Thanh D. Nguyen & Phue A. Huynh (2018) stated that about
36.7% of the adoption of e-payments or the intention to use them
was explained by the model with a structural relationship among
these dimensions. It's interesting to note that the structural model
of e-payment adoption has prioritised perceived risk and trust
over perceived usefulness and usability, which is contrary to the

4. Banking Innovation ISBN 978-93-93996-89-3 138
IT adoption model. which go towards the theoretical
underpinnings of perceived risk, trust, and IT adoption.
Viral Bhatt & Falguni Prajapati (2018) found that Technical
Protections, Transaction Procedures, and Security Statements are
all proven to have a substantial impact on how secure consumers
believe electronic payment systems (EPS) to be. Additionally,
consumers' Trust is positively correlated with how secure they
feel. Additionally, the use of EPS is positively impacted by trust.
Although Trust has an indirect impact on the use of the e-payment
system, perceived security does so indirectly. From the standpoint
of the consumer, technical protection and transaction procedures
are crucial because they have an impact on perceived security,
which in turn influences trust in and access to e-payment systems.
Maan Aljawder & Amerah Abdulrazzaq (2019) found that the
majority of respondents stated they would use contactless
payment in the future. Users' intentions to embrace contactless
payment systems are significantly influenced by Trust, Privacy
and Security, and Awareness, but Ease of Use was not deemed to
be a critical consideration. Additionally, the study indicated that
intention to use contactless payments was highly associated with
the students' family income, with students with higher incomes
having a higher intention to use contactless payment. The
participants (students) did, however, have relatively low incomes.
The intention to implement contactless payments may be
impacted by this information. The study also discovered an
association between students' income and their intention to use
contactless payments.
Shilpa Katti & Amit Angadi (2020) discussed that the use of
digital wallets is increasing among Indian consumers. The study
was conducted to investigate consumer preference and
willingness. Three primary aspects, convenience, security, and
trust, were discovered to be the most crucial on the customer
acceptance of digital wallets after data from a questionnaire and

5. Banking Innovation ISBN 978-93-93996-89-3 139
analysis were obtained. The most used digital wallet among
consumers is Phonepe, followed by Google Pay.
Mohmed Y. Mohmed Al- Sabaawi et.al (2021) looked at the
variables affecting consumers' intent to utilise e-payment systems
in Iraq. To assess user trends towards e-payment systems, this
study also suggests an e-payment adoption model based on
technology usage patterns. The purpose of the study was to
analyse the beneficiary's intention to accept and use e-payment
systems by extending the UTAUT2 model. Techniques for
gathering and analysing quantitative data are employed.
According to the study's findings, the intention to accept the e-
payment system is influenced by performance expectations, effort
expectations, social influence, facilitating components, and price-
saving preferences. The desire to adopt the e-payment system is
also influenced by habit, technical security, trust, innovation
resistance, and psychological empowerment. However, adoption
of e-payment systems is unaffected by hedonic motivation or
perceived risk.
Paramasivan C & Ravichandiran G (2022), Technology is
one of the major parts of banking sector which decide the quality
and effectiveness of banking services. Inclusive banking services
to un banked people will be possible only with the help of
innovative business practices. With this view, this study will
provide an output to understand the impact of innovative business
practices of banking with respect to socio-economic development.
Hotlan Siagian et.al (2022) extended the TAM in their research
model and included variables such as the perceived ease of use,
perceived security, perceived usefulness, and trust in enhancing
the consumer's behavioural intent The degree of perceived
security has a direct impact on consumer trust and behaviour.
Consumer behavioural intention and perceived usefulness are
both directly impacted by perceived ease of use. Through trust,
perceived security indirectly affects consumer behavioural
intentions. Additionally, consumer behaviour intention is directly

6. Banking Innovation ISBN 978-93-93996-89-3 140
relied upon by perceived usefulness. Trust has a direct impact on
behaviour intention. Through perceived usefulness, perceived
ease of use indirectly influences consumer behavioural intention.
Furthermore, through trust, perceived security influences
consumer behavioural intention indirectly. Perceived usability
affects perceived value. Consumer behaviour intentions were not
indirectly influenced by perceived utility through trust. Last but
not least, perceived usability did not influence customer
behavioural intention through perceived trust and usefulness.
Manoj Kumar Goyal & Nikhil Monga (2022) concluded that
unified payment interfaces have revolutionised Indian banking
services. They have a few benefits, such as the ability to accept
payments anytime, anyplace, from their workplace, residence,
market, etc. The UPI system has made the payment method
highly time and money efficient. It does, however, come with
some drawbacks. While using the unified payment interface,
consumers continue to be concerned about data and financial loss.
The findings demonstrate a significant correlation between
location and level of awareness of unified payment interface.
Objectives
 To identify all the variables that affect the behavioral
intention of consumers towards utilizing UPI.
 To determine which of the factor has maximum influence on
the behavioral intention of consumers towards utilizing UPI.
 To assess the relationship between all the variable which
affect consumer’s behavioral intention.
Research Model & Hypotheses
To investigate the adoption of UPI-based applications, the
Technology Adaption Model was employed as a framework.
According to TAM, users’ behavioural intentions, and actual
usage are all predicted by perceived usefulness and perceived
ease of use. The theory of TAM serve as the foundation for
developing the hypotheses, which is followed by the proposal of
the research model. Perceived Usefulness (PU), Perceived Risk

7. Banking Innovation ISBN 978-93-93996-89-3 141
(PR), Perceived Ease of Use (PEOU), and Perceived Usefulness
(PU) are the independent variables. Behavioral Intention (BI) of
the consumer towards usage of UPI is the dependent variable.
Fig 1: Conceptual Framework
 Perceived Trust: People are continuously looking to adopt
strong-trust systems. In this regard, people's opinions towards
the adoption of e-payment are greatly influenced by the trust
factor. The majority of studies in this field have revealed a
strong and positive correlation between trust and intention.
The important element in this factor is that any impression
that the person will have about the system's unpredictability
will lead to its failure.
H01: Perceived Trust will not have significant influence on
consumer’s behavioral intention.
 Perceived Risk: The risk factor is a crucial and basic problem
with how technology, including e-payment technologies, such
as UPI is accepted. The absence of risk should be the first
item to consider. Therefore, one of the key factors influencing
a user's decision to adopt UPI is their perception towards risk.
The user will have a favourable opinion of this technology
and be more likely to use e-payment if they believe that risks
are at the lowest possible levels.

8. Banking Innovation ISBN 978-93-93996-89-3 142
H02: Perceived Risk will not have significant impact on
consumer’s behavioral intention.
 Perceived Ease of Use: People may discover that an
application is challenging to understand even when they think
utilizing it will increase their performance. Perceived Ease of
Use, a key component of TAM, examines how much users
believe a system is simple to operate, configure, or
understand. In general, lots of individuals are prepared to use
a payment system provided it can be used effortlessly. In
certain ways, UPI possesses these qualities. UPI applications
are categorized as being user-friendly, which may persuade
many individuals to utilize them because to their simplicity
and accuracy.
H03: Perceived Ease of Use will not have significant impact
on consumer’s behavioral intention.
 Perceived Usefulness: One of the fundamental elements of
TAM is perceived usefulness, which can be understood as a
system's potential to improve a user's performance. In the
context of adopting UPI services, PU is defined as the degree
to which a person thinks using mobile payment services
would increase his or her efficiency and effectiveness while
making payments.
H04: There is no significant impact of Perceived Usefulness
on consumer’s behavioral intention.
Research Methodology
A closed-ended questionnaire was created to gather the data. The
questionnaire was divided into two different sections. With the
help of multiple-choice questions, the first portion's demographic
information section gathered broad information about the
respondents in order to support the study's objectives. The second
half has 23 questions with five distinct parameters based on the
suggested TAM. The responses were collected using a Likert
scale, where 1 equal "strongly agree" and 5 equals "strongly
disagree." Using Google Forms, an electronic tool, the

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questionnaire was sent to the targeted group using convenience
sampling technique. 200 people were included in the sample.
With the aid of SPSS 26 version, the analysis was carried out. For
the purpose of testing hypotheses, data were subjected to
appropriate statistical test using Cronbach’s Alpha, Correlation
Analysis and Multiple Regression Analysis.
Analysis & Interpretation
 Reliability Test
Table 1: Reliability Statistics
Variables Cronbach’s Alpha N of Items
Perceived Trust 0.917 4
Perceived Risk 0.952 6
Perceived Ease of
Use
0.927 4
Perceived
Usefulness
0.956 5
Behavioral Intention 0.897 4
The Cronbach Alpha value is used to assess the dataset’s internal
consistency. It’s an easy approach to tell if your dataset is reliable
or not. Cronbach’s alpha values of 0.70, 0.80, and 0.90 are
regarded as good, better, and best, respectively. If the Cronbach’s
alpha value is 0.7 or higher, the dataset is deemed as reliable.
Table 1 shows the Cronbach’s alpha value for this investigation.
The values for all the variable are higher than 0.7 so the data can
be regarded as reliable.
 Profile of the Respondents
Table 2: Demographic Profile
Demographic
Characteristics
Classification Frequency Percentage
Age Group Below 18 11 5.5

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18-25 59 29.5
26-35 71 35.5
Above 50 19 9.5
Total 200 100
Gender Male 94 47
Female 106 53
Total 200 100
Educational
Qualification
Under
graduate
36 18
Graduate 63 31.5
Post graduate 64 32
Doctorate 37 18.5
Total 200 100
Occupation Student 48 24
Service 98 49
Business 35 17.5
Housewife 19 9.5
Total 200 100
Monthly Income 0-20000 62 31
20001-50000 69 34.5
50001-80000 50 25
Above 80000 19 9.5
Total 200 100
Marital Status Unmarried 105 52.5
Married 93 46.5
Divorced 2 1
Total 200 100
Family Type Joint 54 27
Nuclear 132 66
Extended 14 7
Total 200 100

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Table 2 shows that majority of the respondents i.e., 53% are
female and remaining 47% are male respondents. About 35% of
the respondents are from the age group of 26-35 years. Majority
of the respondents are graduate and post graduate nearly 61.5%
and 62% respectively. Nearly 34.5% of respondents’ monthly
income is between Rs.20,001-50000, 31% respondents’ monthly
income is between 0-20,000, 25% respondents’ monthly income
is between Rs. 50001-80000, and only 9% respondents’ monthly
income is above Rs. 80,000. Most of the respondents relates to
service background. Majority of the respondents are unmarried
with nearly 52.5%, married with 46.5% and only 1% of them are
divorced. Majority of them around 66% belongs from nuclear
family, 27% from joint family and very few only about 7% from
extended family background.
 Correlation Analysis
Table 3: Correlations
Perceiv
ed
Trust
Perceiv
ed
Risk
Perceiv
ed
Ease of
Use
Perceiv
ed
Usefuln
ess
Behavio
ral
Intentio
n
Perceiv
ed Trust
Pearson
Correlat
ion
1 .576**
.626**
.485**
.570**
Sig. (2-
tailed)
.000 .000 .000 .000
N 200 200 200 200 200
Perceiv
ed Risk
Pearson
Correlat
ion
.576**
1 .434**
.321**
.436**
Sig. (2-
tailed)
.000 .000 .000 .000
N 200 200 200 200 200

12. Banking Innovation ISBN 978-93-93996-89-3 146
Perceiv
ed Ease
of Use
Pearson
Correlat
ion
.626**
.434**
1 .730**
.592**
Sig. (2-
tailed)
.000 .000 .000 .000
N 200 200 200 200 200
Perceiv
ed
Usefuln
ess
Pearson
Correlat
ion
.485**
.321**
.730**
1 .675**
Sig. (2-
tailed)
.000 .000 .000 .000
N 200 200 200 200 200
Behavio
ral
Intentio
n
Pearson
Correlat
ion
.570**
.436**
.592**
.675**
1
Sig. (2-
tailed)
.000 .000 .000 .000
N 200 200 200 200 200
**. Correlation is significant at the 0.01 level (2-tailed).
The Table 3 shows the correlation among all the variables. For
this research, Pearson's The dataset was correlated, which
generates a coefficient, r, that assesses the strength of the linear
relationships between the pairs of variables. This correlation's
range is from -1 to +1. Perfectly negative correlation is
represented by a correlation of -1, completely zero by a
correlation of 0, and perfectly positive correlation by a correlation
of 1. This is the correlation's associated p-value. The significance
level for the correlation is described in the footer note. Perceived
Trust and Behavioral Intention have a statistically significant
association, as shown by the correlation coefficient between them,
which is 57% with a p-value of 0.000. The correlation coefficient
between Perceived Risk and Behavioral Intention is 43.6%, with a

13. Banking Innovation ISBN 978-93-93996-89-3 147
p-value of 0.000, indicating that the two variables are
significantly related. Behavioral Intention and Perceived Ease of
Use are statistically correlated with a correlation coefficient of
59.2% and a p-value of 0.000, respectively, indicating a
significant relationship between the two. With a correlation
coefficient between Behavioral Intention and Perceived
Usefulness of 67.5% and a p-value of 0.000, it can be concluded
that there is a statistically significant association between the two.
There is maximum positive and significant relationship between
Perceived Ease of Use and Perceived Usefulness (i.e., 0.730) and
minimum positive and significant relationship between Perceived
Risk and Perceived Usefulness (i.e., 0.321). All the factors are
inter correlated among themselves and has positive and
significant relationship with each other.
 Regression Analysis
Table 4: Model Summaryb
Model R R Square
Adjusted R
Square
Std. Error of
the Estimate
1 .738a
.544 .535 3.14465
a. Predictors: (Constant), Perceived Usefulness, Perceived Risk,
Perceived Trust, Perceived Ease of Use
b. Dependent Variable: Behavioral Intention
Based on the table 4, the summary model's R-value was 0.738. It
displays a high association between all the variables and
consumers’ behavioral intention to use UPI. It can be observed
from the previous table of the most recent summary model that
the adjusted R2
(R Square) value is 0.544, or 54.4%. All the
factors have a 54.4% significance on consumers’ behavioral
intention, but additional factors that were not studied here had a
45.6% significance.

14. Banking Innovation ISBN 978-93-93996-89-3 148
Table 5: ANOVAa
Model
Sum of
Squares df
Mean
Square F Sig.
1 Regression 2301.257 4 575.314 58.178 .000b
Residual 1928.323 195 9.889
Total 4229.580 199
a. Dependent Variable: Behavioral Intention
b. Predictors: (Constant), Perceived Usefulness, Perceived Risk,
Perceived Trust, Perceived Ease of Use
F-value is 58.178 and p-value is 0.000 in the ANOVA table,
meaning that together all the factors have a significant effect on
the consumers’ behavioral intention to use UPI. The analysis can
therefore be deemed statistically significant because the F-value is
larger than 4 and the p-value is less than 0.05.
Multiple Regression Analysis is used here to analyse the influence
of perceived trust (PT), perceived risk (PR), perceived ease of use
(PEU), and perceived usefulness (PU) have a significant impact
on the behavioral intention towards utilizing UPI. The results are
shown in below mentioned table.
Table 6: Coefficientsa
Unstandardi
zed
Coefficients
Standar
dized
Coeffici
ents
Mode
l
B Std.
Erro
r
Beta t Sig. Hypothe
sis
Result
(Const
ant)
1.90
0
.644 2.951 .004
Percei
ved
Trust
.222 .063 .242 3.506 .001 H01 Reject
ed

15. Banking Innovation ISBN 978-93-93996-89-3 149
(PT)
Percei
ved
Risk
(PR)
.078 .036 .128 2.154 .032 H02 Reject
ed
Percei
ved
Ease
of Use
(PEU)
.015 .077 .015 .191 .849 H03 Accept
ed
Percei
ved
Useful
ness
(PU)
.376 .053 .506 7.133 .000 H04 Reject
ed
a. Dependent Variable: Behavioral Intention
Perceived Trust, Perceived Risk & Perceived Usefulness have a
positive but significant impact of 22.2%, 7.8% and 37.6%
respectively on Behavioral Intention, according to its beta value
of 0.222, 0.078 and 0.376, t-value of 3.506, 2.154 and 7.133 and
p-value of 0.001, 0.032 and 0.000 respectively. Perceived Ease of
Use has a beta value of 0.015 with a t-value of 0.191 and p-value
of 0.849, indicating that it has a positive but insignificant impact
of 1.5% on Behavioral Intention. For Perceived Trust, Perceived
Risk & Perceived Usefulness the significance values are less than
0.05 and t-values are greater than +/-1.96 so here we can reject
the null hypothesis (H01, H02, and H04) while for Perceived Ease
of Use the significance value is greater than 0.05 and t- value is
less than +/-1.96 so we accept the null hypothesis (H03). The
weighting of the variables is shown by the beta value. The greater
the link between the independent and dependent variables, the
higher the beta value. From the above table it is seen that beta
value of Perceived Usefulness is 0.376, which is maximum

16. Banking Innovation ISBN 978-93-93996-89-3 150
among all the factors. So, we can conclude that Perceived
Usefulness has the maximum influence on Behavioral Intention.
Conclusion
The purpose of this study is to gain insight into consumers'
behavioral intention towards adoption of UPI and the variables
that influence or drive those emotions. According to study that
was conducted using a sample size that was remarkably
representative, consumers frequently engage in utilising UPI. The
major factors analysed in the study are Perceived Trust, Perceived
Risk, Perceived Ease of Use & Perceived Usefulness. All the
factors are significantly associated with each other. All the factors
except Perceived Ease of Use have a significant impact on
consumers’ behavioral intention to use UPI. In the study three out
of four hypotheses were rejected. With help of the above result, it
can be concluded that perceived usefulness has maximum
influence on consumers’ behavioral intention towards adoption of
UPI which indicates people find UPI useful and convenient for
making day to day payments or transfer of funds.
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