• Saajidha Akbar
• Dr. S. Revathi

The swift implementation of digital payment systems has improved convenience and accessibility in financial transactions, especially in developing economies such as India. The increasing complexity of user interfaces may adversely impact consumer behaviour. This research investigates the influence of user experience (UX) complexity on consumer satisfaction and the desire to continue usage, with transaction-related anxiety acting as a mediating variable. Data were gathered from 150 active users of digital payment applications utilising a quantitative study design and a structured questionnaire. Rooted in the Technology Acceptance Model and Cognitive Load Theory, the study utilised correlation, regression and mediation analyses to examine the potential relationships. The results indicate that UX complexity markedly diminishes user happiness and desire to continue usage, while heightening transaction-related anxiety. Furthermore, transaction-related anxiety partially influences the association between UX complexity and the desire to maintain usage. The research underscores the necessity of streamlining interface design and minimising cognitive load to improve user happiness and ensure the sustained use of digital payment gateways.

User Experience Complexity; Digital Payment Gateways; Consumer Satisfaction; Continued Usage Intention; Transaction-Related Anxiety

"When Convenience Becomes Confusion: The Impact Of User Experience Complexity On Consumer Satisfaction And Continued Usage Of Digital Payment Gateways", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.13, Issue 1, page no.c773-c776, January-2026, Available :http://www.jetir.org/papers/JETIR2601294.pdf

"When Convenience Becomes Confusion: The Impact Of User Experience Complexity On Consumer Satisfaction And Continued Usage Of Digital Payment Gateways", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.13, Issue 1, page no. ppc773-c776, January-2026, Available at : http://www.jetir.org/papers/JETIR2601294.pdf