Digital Transformation Through UPI Payment Systems: A Case Study of KSRTC

Abstract

The rapid growth of digital payment systems has transformed the functioning of public transportation services in India. The introduction of Unified Payments Interface (UPI) based ticketing in Kerala State Road Transport Corporation (KSRTC) represents a significant step towards digital transformation, operational efficiency, and financial transparency. The present study examines the impact of UPI-based ticketing on service efficiency, financial transparency, and passenger satisfaction in KSRTC. Primary data were collected from 200 KSRTC passengers through a structured questionnaire using purposive sampling. The study employed correlation analysis and regression analysis using SPSS software to examine the relationship between UPI-based ticketing variables and passenger perceptions. The findings indicate that digital ticketing contributes positively to operational efficiency, improves transparency in financial transactions, and enhances passenger satisfaction. The study concludes that UPI-based ticketing plays a crucial role in modernizing public transportation services and promoting cashless transactions. The findings provide valuable insights for policymakers and transport administrators seeking to strengthen digital governance and improve service efficiency in public transport systems.