Impact of Digital Banking on Customer Experience: A Study on Retail Branch Banking Operations at HDFC Bank

Author(s)	Ms. P V CHAITANYA SREE, Ms. POOJA B MALI, Ms. SIMRAN A
Country	India
Abstract	This study examines the impact of digital banking on customer experience in retail branch banking operations at HDFC Bank. The research was conducted during a one-month internship and focuses on services such as mobile banking, net banking, WhatsApp banking, Aadhaar linking, e-KYC, and digital fund transfers. The study finds that digital banking improves convenience, transaction speed, and customer satisfaction while reducing branch dependency and waiting time. It also identifies challenges related to digital awareness and security concerns among customers.
Keywords	Digital Banking, Customer Experience, Mobile Banking, Net Banking, Retail Banking, Customer Satisfaction, HDFC Bank.
Published In	Volume 8, Issue 4, July-August 2026
Published On	2026-07-09
DOI	https://doi.org/10.36948/ijfmr.2026.v08i04.83370

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