A COMPARATIVE STUDY OF DIGITAL FINANCIAL SERVICES WITH REFERENCE PRE & POST-COVID-19 PANDEMIC (original) (raw)

2023, “SANSMARAN” Management Research Journal

The research paper highlights the digitalisation that has recently happened in the field of finance with respect to payment gateways. This paper helps us to understand fintech and its various types of digital transformation, with the help of payment gateway and online payment apps. Digitalisation or digital banking is the move to online banking where the banking services are delivered over the internet which is a part of the new technology in finance, i.e. Fintech. A significant gap has been noticed after the Covid-19 pandemic in the usage of online services which led to a shift from traditional banking to digital banking. An affective digital transformation begins with understanding digital customer preferences, behaviour, likes, dislikes, choices, aspirations, etc. During the Covid-19 pandemic customer faced issues while making offline payments use they wanted contactless payment, and, that's when payment gateways played a crucial role in the digital transformation by working as a mechanism that helps in making transactions digitally by transferring money through online payment apps like Google pay, Paytm, Phone pe, etc. The objective of this research is to study and understand the way forward in payment gateway and online transactions which were with the help of primary data collected via google forms. The scope of the study is last, i.e. digital transformation that took place pre and postCovid-19 pandemic. QA questionnaire tool was used to collect data that helped determine and understand customer preferences.

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