Digital Payment Adoption and Performance at ICICI Bank, Hyderabad

This study examines the adoption and performance of digital payment services at ICICI Bank Hyderabad over the period 2021-22 to 2025-26.Using both primary customer responses and secondary data drawn from annual reports, RBI publications, and other published sources, the study applies trend analysis and the Chi-Square test to evaluate customer adoption of UPI, mobile banking, internet banking, debit and credit cards, and the resulting impact on the bank's operational and financial performance.The findings show consistent growth across all digital channels: UPI transactions rose from 120 million to 280 million, mobile banking users grew from 8.5 million to 19.1 million, and digital banking revenue increased from ₹2,800 crores to ₹6,100 crores over the study period, while ATM transactions declined, reflecting a shift toward cashless banking.The transaction success rate improved from 95.2% to 98.5%, and the Chi-Square test (calculated value 11.13 against a table value of 9.488 at 5% significance) confirmed a significant relationship between digital payment adoption and banking performance.The study concludes that digital payment systems have become a key driver of ICICI Bank's operational efficiency, cost reduction, and profitability, and offers suggestions to help the bank sustain and strengthen this digital transformation.