Author(s)
Vidushi Rana
- Manuscript ID: 140280
- Volume: 2
- Issue: 6
- Pages: 527–535
Subject Area: Management
Abstract
The last few years have seen a change in the banking sector. This is because of technology and more people using digital platforms. Digital banking is what everyone is talking about now. It is a new way for customers to get banking services easily using electronic channels, like mobile banking apps, internet banking, automated teller machines and digital payment systems. In India people are using banking services more and more. This is happening because many people have smartphones and can access the internet. The government is also helping by encouraging people to make cashless transactions. Digital banking is really taking off in India.. In this changing environment, customer satisfaction is a major concern for banks. Customers expect digital services to be secure, fast, reliable and user-friendly.
The present study focuses on the adoption of digital banking and customer satisfaction at HDFC Bank.
The main goal of this study is to find out how much people use banking services and how happy they are with these services. This study also wants to know what makes people start using banking and what problems they face when they use digital banking.
This study is based on secondary data collected from official sources including RBI reports, NPCI dashboards, HDFC Bank annual reports, and peer-reviewed journals. Data spanning 2019-20 to 2023-24 was analyzed to understand customer behavior and perceptions towards digital banking services offered by HDFC Bank.
The data collected was analyzed to determine usage patterns, customer preferences, levels of satisfaction and problems with digital banking services.
Digital banking is becoming more popular even though it has some problems. This is because people are learning about the things digital banking can do for them and banks are making their technology better all the time.
The study found out that digital banking is a part of the banking services we have today. It helps make things easier, for customers. It helps banks work better. The study also says that HDFC Bank needs to make its security systems better teach customers more about banking and make digital banking easier to use. This will make customers happier and more people will start using banking.