Impact of Digital Transformation on Customer Satisfaction in the Banking Sector: A Case Study on  HDFC Bank

Author(s)	Mr. Parth Bhoir, Prof. Dr. Rinku Raghuvanshi, Ms. Dilpreet Kaur, Ms. Shikha Simlania
Country	India
Abstract	In the rapidly evolving financial services landscape, digital transformation has become apivotal strategy for banks to maintain competitiveness, improve customer satisfaction, andenhance operational efficiency. HDFC Bank, one of India’s leading private sector banks, hasemerged as a frontrunner in this digital revolution. Since its inception, the bank hasconsistently adopted advanced technologies—including internet banking, mobile banking,and digital payment solutions—to meet changing customer expectations and expand serviceaccessibility (HDFC Bank, 2022). This research explores how HDFC Bank’s digitaltransformation, particularly through initiatives like the Digital Factory and EnterpriseFactory, has contributed to improved service delivery, transaction speed, and personalizedcustomer experiences (Economic Times, 2021).
Keywords	Digital Transformation, Operational Efficiency, Customer Satisfaction, Artificial Intelligence (AI), HDFC Bank.
Field	Business Administration
Published In	Volume 7, Issue 3, May-June 2025
Published On	2025-05-05
DOI	https://doi.org/10.36948/ijfmr.2025.v07i03.43052
Short DOI	https://doi.org/g9hscb

About IJFMR Fees & Payment Current Issue Publication Archive	Submit Research Paper Track Submission Status Publication Guidelines Publication Ethics Peer Review & Plagiarism	Join as a Reviewer Editors & Reviewers Reviewer Referral Program Get Reviewer Membership Certi.	Website/Journal Policies Usage Policy Content Policies Privacy Policy

Contact Us		+91-9687-828-838	editor@ijfmr.com

International Journal For Multidisciplinary Research