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

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).